logo

At Paylix, we believe travel and bill payments should be effortless, fast, and secure. As your comprehensive travel services and payment platform, we combine technology with expert support to deliver seamless booking experiences and easy bill management all in one place.

Connected details:

Service Level Agreement (SLA)

For Travel Business Services

Arthasetu Innovations Private Limited

1. Purpose

The purpose of this Service Level Agreement (SLA) is to define the service standards, responsibilities, and performance expectations for the provision of travel and tour-related services by Arthasetu Innovations Private Limited (the Service Provider) to the Client.

2. Scope of Services

  • Domestic and International Air Ticket Booking
  • Bus and Train Ticket Booking (IRCTC)
  • Hotel Reservations
  • Tour Packages (Domestic and International)
  • Visa Assistance (Tourist, Student, Business)
  • Travel Insurance
  • Holiday Planning and Itinerary Design
  • Car Rental and Airport Transfers

3. Service Availability

  • Operating Hours: 09:00 AM to 09:00 PM (Monday to Sunday)
  • Customer Support: Available via phone, email, and WhatsApp during business hours
  • Emergency Support: 24/7 support for customers traveling abroad or during active tours

4. Service Performance Metrics

  • Ticket confirmation time: Within 2 hours of payment
  • Hotel booking confirmation: Within 4 hours of request
  • Visa document processing: As per embassy guidelines
  • Complaint acknowledgment: Within 2 working hours
  • Complaint resolution: Within 48 hours
  • Refunds (if applicable): Within 7–10 working days

5. Roles and Responsibilities

Service Provider Responsibilities

  • Provide accurate travel information, pricing, and documentation
  • Ensure timely communication and confirmation of bookings
  • Maintain confidentiality of client data
  • Provide assistance in case of travel disruptions or emergencies

Client Responsibilities

  • Provide accurate personal and travel details
  • Ensure timely payment for services
  • Review all documents before travel (tickets, visa, insurance, etc.)
  • Inform the Service Provider immediately about any discrepancies or issues

6. Payment Terms

  • 100% advance payment is required before booking confirmation unless otherwise agreed
  • Payments can be made via bank transfer, UPI, credit or debit card, or other approved modes
  • All applicable taxes (GST, TCS, etc.) will be charged as per government norms

7. Confidentiality

Both parties agree to maintain the confidentiality of all business and customer information exchanged under this agreement.

8. Limitation of Liability

The Service Provider shall not be liable for losses caused by:

  • Flight cancellations, delays, or rescheduling by airlines
  • Natural calamities, strikes, political unrest, or other force majeure events
  • Errors or omissions in data provided by the Client

9. Termination

Either party may terminate this Agreement by giving 15 days’ written notice to the other party. Outstanding dues, if any, must be cleared before termination.

10. Dispute Resolution

Any disputes shall be resolved amicably through discussion. If unresolved, the matter shall be referred to arbitration in accordance with the Arbitration and Conciliation Act, 1996. The jurisdiction shall be the mutually agreed city as mentioned in the agreement.

11. Agreement Validity

This SLA shall remain valid for a period of 12 months from the date of signing and can be renewed or revised by mutual consent.

12. Signatures

For Service Provider:

  • Name: ___________________________
  • Designation: _____________________
  • Signature: _______________________
  • Date: ____________________________

For Client:

  • Name: ___________________________
  • Designation: _____________________
  • Signature: _______________________
  • Date: ____________________________