Terms & Conditions
Effective date: January 15, 2026
These Terms & Conditions ("Terms") govern your access to and use of the Sila services marketplace (the "App"). By creating an account, browsing, booking, or providing services, you agree to these Terms.
1. Definitions
- "Tasker" means a service provider offering services through the App.
- "Buyer" means a customer requesting services through the App.
- "Booking" means a service request accepted by a Tasker.
- "Content" includes text, photos, reviews, messages, and profile information.
2. Eligibility & Accounts
- You must be at least 18 years old to use the App.
- You are responsible for maintaining the confidentiality of your credentials and for activity under your account.
- You agree to provide accurate information and keep your profile details up to date.
3. Marketplace Relationship
Sila is a marketplace platform. Taskers are independent service providers. Sila does not employ Taskers, does not control how services are performed, and is not responsible for the performance, quality, or safety of services.
4. Bookings, Payments & Fees
- Prices shown may be hourly or fixed. Final pricing may depend on job scope and is subject to in-app confirmation.
- You authorize Sila and its payment partners to process payments, refunds, and applicable fees.
- Taskers may be subject to platform fees and/or subscription plans (e.g., Premium placement).
5. Cancellations, Refunds & Disputes
- Cancellation policies may vary by service type and timing. You may see fees if you cancel close to the scheduled time.
- If a dispute arises, you agree to cooperate in good faith with requests for information and evidence (e.g., chat logs, photos).
- Sila may issue credits or refunds at its discretion where permitted by law and payment partner rules.
6. Safety, Conduct & Prohibited Use
- No harassment, discrimination, threats, or unsafe behavior.
- No fraud, identity misrepresentation, or false reviews.
- Do not attempt to bypass the platform for payment or booking to avoid fees, where prohibited.
- No hacking, scraping, or misuse of the App or its infrastructure.
7. Reviews & User Content
You may post content such as reviews, photos, and messages. You retain ownership of your content, but you grant Sila a worldwide, royalty-free license to host, use, display, and distribute it for operating and improving the App.
8. Verification & Background Checks
Sila may offer identity verification and other checks. Verification does not guarantee a person’s identity, qualifications, or future conduct. You should use judgment and follow safety best practices.
9. Limitation of Liability
To the maximum extent permitted by law, Sila is not liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, data, or goodwill arising from your use of the App or any services booked through the App.
10. Changes to These Terms
We may update these Terms from time to time. Continued use of the App after updates means you accept the updated Terms.
11. Contact
Questions about these Terms? Contact support through the App.
Onboarding Terms
Effective date: January 15, 2026
These Onboarding Terms apply when you create an account and submit onboarding information (including selfie and ID). They help keep the marketplace safe and trustworthy.
1. Accuracy of Information
- You confirm that all information provided during onboarding is true, complete, and up to date.
- You agree not to submit false, misleading, or impersonated information.
- You understand that inaccurate information may prevent account approval or may result in suspension.
2. Selfie & Identity Documents
- You authorize Sila to collect and store the selfie and ID images you submit for verification and fraud prevention.
- You confirm that the documents belong to you and that you are authorized to share them.
- You agree to submit clear images and to retake them if requested for quality or compliance purposes.
3. Verification & Checks
You authorize Sila (and verification providers acting on Sila's behalf) to validate your identity and onboarding data using reasonable methods, which may include document verification, selfie matching, and consistency checks.
4. Data Use & Retention
- Onboarding data is used for account setup, marketplace safety, support, and compliance.
- We retain onboarding records for as long as necessary to operate the App, comply with legal obligations, and prevent fraud.
- Access is restricted to authorized personnel and service providers supporting verification and platform integrity.
5. Consequences of Violations
Providing false information, forged documents, or impersonation may result in rejection, suspension, removal from the platform, and (where appropriate) referral to authorities.
6. Your Acknowledgment
By continuing onboarding, you confirm you have read and understood these Onboarding Terms and you consent to the processing described above.
Privacy Policy
Effective Date: January 15, 2026
Welcome to Sila (the "App"), a localized service marketplace operated by Sila ("we", "us", or "our"). We are committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our mobile application and related services.
By downloading, registering, or using the App, you agree to the collection and use of information in accordance with this Privacy Policy.
1. Information We Collect
To provide a functional marketplace for both Clients (Buyers) and Taskers (Service Providers), we collect several types of information:
- Account Information: When you register, we collect your full name, phone number, and password. We verify phone numbers using One-Time Passwords (OTPs).
- Profile Information: You may upload a profile picture and photos of your work/services. Taskers also provide their professional details (years of experience, category of service, descriptions, and hourly rates).
- Location Data: With your permission, we use geographic location details (via GPS/Geolocator) to show you available services/Taskers in your specific governorate or city (e.g., Beirut, Mount Lebanon, etc.).
- Communications: We store in-app chat histories and support tickets. We also request microphone access to enable real-time in-app voice/audio calling (powered by Agora). Call metadata may be collected, but audio streams are encrypted and not stored on our servers.
- Payment Data: Payment details are processed securely through our third-party payment partner, Whish Money. Sila does not store or process your bank credentials or mobile wallet secret tokens on our servers; we store transaction statuses (e.g., pending, completed) and billing metadata under booking records.
- Notification Tokens: We collect and store device tokens (Firebase Cloud Messaging) to send push notifications for active booking updates, call invitations (CallKit), and system alerts.
2. How We Use Your Information
We use the collected information for the following purposes:
- To operate and maintain the Sila service marketplace, including onboarding users and matching Clients with Taskers.
- To establish direct contact between buyers and service providers via chat and secure voice calls.
- To process transactions, manage task booking cycles, and facilitate payout requests.
- To display localized content based on your selected Governorate and City.
- To send transactional emails, push notifications (for messages and incoming calls), and billing receipts.
- To prevent fraud, verify identities, enforce our Terms & Conditions, and monitor platform security.
3. Information Sharing and Disclosure
We do not sell your personal data. We share information only in the following scenarios:
- Between Clients and Taskers: When a booking is made or a chat is initiated, relevant profile data (name, service details, approximate location, rating, and photos) is visible to the other party to complete the service.
- With Service Providers: We share necessary details with backend infrastructure and payment tools like Firebase (Database, Authentication, Storage), Agora (Real-time Audio RTC), and Whish Money (Payment Processor).
- Legal Compliance: We may disclose information if required to do so by law, court order, or governmental authorities.
4. Hardware Permissions Required
The App requests standard mobile operating system permissions to perform its core tasks. You can disable these in settings, though some features may stop working:
- Microphone: Required to support voice calling between Clients and Taskers.
- Location: Required to locate nearby Taskers or clients and filter by Lebanese governorates.
- Camera & Photo Gallery: Required to upload profile pictures or add service portfolio photos.
- Notifications: Required to alert you to incoming calls, new chat messages, or booking updates.
5. Data Security & Storage
We employ commercial-grade security practices and Firebase security rules to prevent unauthorized access, alteration, or disclosure of your account records. However, no transmission over the internet or mobile storage is 100% secure, and we cannot guarantee absolute security.
6. Your Data Rights
You have the right to access, update, or correct your profile data at any time directly through the profile editing menu in the App. If you wish to delete your account and remove all personal information from our servers, you may submit a request to our Support team inside the App.
7. Children's Privacy
Our platform is not intended for children under the age of 18. We do not knowingly collect personal information from individuals under 18 years of age. If we discover that a minor has registered, we will terminate the account immediately.
8. Changes to This Privacy Policy
We may update our Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page and updating the "Effective Date" at the top.
9. Contact Us
If you have any questions or feedback about this Privacy Policy, please contact our Support team inside the App.
Account Deletion Flow
Effective Date: January 15, 2026
To permanently erase your Sila account and delete your user data from our systems, follow this exact step-by-step process inside the Sila mobile application:
Irreversible Process
Account deletion is final. Your profile, service categories, rating history, chat records, and wallet configuration will be permanently purged and cannot be retrieved.
1. Go to the Profile icon
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2. Open Account & Security
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3. Click on Delete Account
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4. Enter your phone number with the +961 country code
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5. Click Send Code
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6. Enter the OTP sent to your phone number
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7. Account Deleted Permanently