Terms & Conditions

1. Who we are and what these terms cover

These terms are between you and Sila Global Ltd, a private limited company registered in England and Wales (company number 17209771), registered office Prime Apartments, 483 Green Lanes, London, United Kingdom, N13 4FG ("Sila", "we", "us").

They apply when you create an account, buy a plan, or use the Sila eSIM app or website. By creating an account you accept these terms and our Privacy Policy. If you do not accept them, please do not use the service.

2. What we sell

We sell prepaid mobile data plans delivered electronically as an eSIM, a SIM card profile you install on your phone rather than a physical card. We are a reseller: the underlying connectivity is provided by our supplier and their local network partners.

What a Sila eSIM does not include:

• Voice calls
• SMS text messages sent from the eSIM line
• A phone number of your own

Your usual SIM keeps your normal number and continues to receive calls and texts, including bank verification codes, if you leave it enabled. Use an internet app such as WhatsApp, FaceTime, Signal or Telegram for calls and messages over your Sila data.

Plans described as unlimited have a fair usage limit. After a set amount of data, the speed is reduced for the rest of that period. The plan page shows the amount and the reduced speed before you buy.

3. Before you buy: your responsibility to check

Please make sure that:

• Your device supports eSIM. Most phones released since roughly 2018 do, but not all. The app has a compatibility checker, and your phone's settings will show an "Add eSIM" or "Add Data Plan" option if it is supported.
• Your device is network-unlocked. A phone locked to a network cannot use another provider's eSIM.
• The plan covers where you are going. Coverage may exclude overseas territories and dependencies of a country. If in doubt, ask us before buying.

We cannot refund a plan because your device turned out not to support eSIM or was network-locked. Please check before you buy.

4. Your account

• You must be at least 18 to open an account.
• The information you give us must be accurate and kept up to date.
• Keep your password confidential. You are responsible for activity on your account, unless it results from our failure.
• You may add family members and buy eSIMs for them. You remain responsible for the account, for payment, and for confirming you have their permission to give us their details.

5. Prices and payment

• Prices are shown in the app before you buy, in your chosen currency, and include any tax where applicable.
• Prices in currencies other than US dollars are converted at our prevailing rate and may change as exchange rates move. The price shown at checkout is the price you pay.
• Payment is taken in full at the time of purchase, by card via Stripe, or from your Sila account credit.
• If your currency is not supported by our payment processor, your card may be charged in US dollars at the equivalent amount. Your bank may apply its own conversion fee, which is between you and your bank.
• Promotional codes and account credit are applied at checkout. Where several discounts apply, we may cap the combined discount.

6. Delivery and activation

• Your eSIM is delivered electronically, normally within a few minutes, to the app and by email.
• If it takes longer, we will keep trying automatically and email you. If we cannot deliver it at all, you get a full refund.
• Unless stated otherwise on the plan, the validity period starts when the eSIM first connects to a network in a country the plan covers, not when you buy it.
• A plan must start within 58 days of purchase. A plan that has not started by then expires, can no longer be used and is not refundable. We will remind you two weeks and one week before.
• Once the validity period starts it runs continuously and cannot be paused.
• An eSIM with no data use for 6 months is closed by the network and can no longer be topped up.

7. Cancellation and refunds

Your legal rights as a consumer are unaffected by anything below.

7.1 Your right to cancel

Under the Consumer Contracts Regulations 2013 you normally have 14 days to cancel a purchase of digital content. However, that right is lost once supply has begun with your express consent and your acknowledgement that you will lose it. When you buy a plan you ask us to deliver your eSIM immediately, and you accept that you lose the 14-day right to cancel as soon as it has been delivered to you, normally within minutes. We say this beside the pay button, before you pay.

7.2 Our refund policy

Plans are non-refundable once bought. We refund only when something went wrong on our side:

7.3 How to ask for a refund

If you think something went wrong on our side, ask for a refund from the order (in the Sila app under Profile → Order history, or at silaesim.com in your account under Order history), or email [email protected]. Tell us which plan and what happened. We check every request and reply by email, normally within two working days. Please tell us as soon as you notice the problem: the sooner we look, the more we can check.

We refund the plan that did not work, not other plans on the same eSIM or in the same order. An approved refund goes back the way you paid: to your card, normally within 5 to 10 working days, and any part paid with account credit back to your account credit.

If a plan bought with a promotional discount is refunded, we refund what you actually paid.

8. Fair and acceptable use

You agree not to:

• Use the service for anything unlawful, or in breach of the local laws where you are.
• Resell or commercially redistribute our plans without our written agreement. (If you want to resell, talk to us. We have an agent programme.)
• Use the service in a way that damages the network, or that is fraudulent or abusive.
• Attempt to bypass, probe or interfere with our systems or security.
• Create accounts or use referral codes to obtain rewards dishonestly.

We may suspend or close an account that breaches this section. Where we do, we will tell you why unless we are legally prevented from doing so.

8.1 Reviews

Reviews you post are public: anyone looking at that plan can read them. A review must be your own honest experience of the plan, and must not contain:

• anything offensive, abusive, hateful, threatening, sexual or discriminatory;
• personal information, yours or anyone else's, such as a phone number, an email address or an eSIM number;
• advertising, links, or promotion of another product or service;
• anything unlawful, or anything that is not about the plan.

Anyone can report a review with the Report link beside it, and we check every report. We may hide a review that breaks these rules, and stop an account from posting reviews. A review reported by several customers may be hidden while we check it.

9. Referrals, reward codes and credit

• Your referral code gives a new customer a discount on their first order. You cannot use your own code, and a code only works for someone who has never paid for an order with us.
• When a new customer who used your code completes their first paid order and receives their plan, you receive a reward code in your account. The discount it gives and its expiry date are shown in your account, and the discount can grow as more of the people you introduce buy.
• A reward code can be used once, only by you, before its expiry date. Only one code can be used on an order.
• Reward codes and account credit have no cash value and cannot be exchanged for cash.
• Account credit can only be spent on our service and does not expire unless we tell you otherwise.
• We may withdraw or adjust rewards obtained through fraud or abuse.
• We may change the referral programme with reasonable notice. Reward codes and credit you already hold keep their value and expiry date.

10. Service quality and things outside our control

We provide access to networks we do not own or operate. We cannot guarantee coverage, speed, or uninterrupted service in any particular place, and speeds vary with location, network congestion, your device and local conditions.

We are not responsible for failures caused by matters outside our reasonable control, including network operator faults or outages, government or regulatory action, your device or its settings, or your own internet access.

11. Our responsibility to you

If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or failing to use reasonable care and skill.

We do not exclude or limit our liability in any way where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, and for any breach of your legal rights in relation to the service.

Subject to that, our total liability to you for any claim connected to a plan is limited to the amount you paid for that plan. We are not liable for business losses: the service is supplied for personal use, and if you use it for any commercial purpose we have no liability for loss of profit, business, business interruption or business opportunity.

12. Ending this agreement

• You may close your account at any time: in the app under Profile → My details, on the website in your account details, or by emailing us. Closing it is permanent; see our account deletion page for what is erased and what the law requires us to keep.
• We may suspend or close your account if you seriously or repeatedly breach these terms, or where we are required to by law.
• If we close your account other than for your breach, we will refund any unused account credit and any plan not yet installed.

13. Changes to these terms

We may change these terms, for example to reflect changes in the law or in our service. Where a change materially affects you we will tell you in the app or by email before it takes effect. If you do not accept a change, you may close your account. Changes do not affect a plan you have already bought.

14. Complaints

Please contact [email protected] first. We would rather fix a problem than argue about it. We aim to acknowledge complaints within two working days and resolve them within ten working days. If something takes longer than that, we will tell you why and how long we expect it to take.

15. Governing law

These terms are governed by the law of England and Wales, and disputes may be brought in its courts. If you live in Scotland or Northern Ireland, you may also bring proceedings in your own country's courts. Nothing here removes protections you have under the mandatory consumer law of the country where you live.

16. Language

These terms are written in English, and the English version is the one that applies. To help you, we may show translations or summaries of parts of them in the app or on the website, for example in the help pages or beside the pay button. If a translation or summary differs from these terms, these terms apply, unless the law of the country where you live gives you a better right.

17. General

• If a court decides that part of these terms is invalid, the rest of them stays in force.
• If we do not enforce a right straight away, we can still enforce it later.
• We may transfer our rights and obligations under these terms to another organisation. We will tell you if we do, and it will not reduce your rights.
• Only you and we have rights under these terms. Nobody else can enforce them.