Terms of Service

Last updated: 8 June 2026 · Effective for all Sila accounts

1. Who we are

Sila ("Sila", "we", "us") provides a digital wallet and payments service in the Republic of Sudan through the Sila mobile application and related services (together, the "Service"). These Terms of Service (the "Terms") are the agreement between you and Sila that governs your use of the Service.

Sila operates in cooperation with licensed Sudanese banking partners who hold customer funds in designated accounts. Sila is not itself a bank; balances in your Sila wallet represent your entitlement to funds held with our partner institutions on your behalf.

2. Accepting these terms

By creating a Sila account, or by using any part of the Service, you accept these Terms and our Privacy Policy. If you do not agree, do not use the Service. You must read these Terms carefully — they affect your rights, including how disputes are handled and when we may restrict an account.

3. Eligibility & verification

• You must be at least 18 years old and capable of entering a binding contract.
• You must register with a Sudanese mobile number you control and complete phone verification.
• You may use only one personal account. Accounts are personal to you and may not be sold, lent, or transferred.
• To send money or use any feature beyond receiving funds, you must complete identity verification (see Tiers & limits), which includes providing a valid government-issued identity document (national ID or passport), a live selfie, and proof of your address.

You agree that all information you provide during onboarding and afterwards is accurate, current, and complete, and that you will keep it up to date.

4. Your Sila wallet

Your wallet shows your available balance in Sudanese pounds (SDG). Every transaction on Sila is recorded in a double-entry ledger; your transaction history in the app is your statement of record, and monthly statements are available in the app.

5. Moving money

Adding money (top-up)

You can add money by transferring from a participating bank to the designated top-up account shown in the app, using your personal reference. Top-ups are credited after our reconciliation process matches the incoming transfer; timing depends on the sending bank.

Sending and receiving (P2P)

You can send money to other Sila users by phone number, @username, or QR code. Check recipient details before confirming. A completed transfer to the recipient you selected is final; we cannot reverse a payment you authorised to the wrong recipient, although our support team will make reasonable efforts to assist.

Merchant payments, bills & payment links

You can pay participating merchants by QR or tap, pay bills of supported billers (including scheduled payments you configure), and pay or get paid through Sila payment links. Scheduled payments execute automatically; you are responsible for keeping sufficient balance and for cancelling schedules you no longer want.

Cash out

Cash withdrawals are available through authorised Sila agents. Agent availability and per-transaction cash limits vary by location.

6. Tiers & limits

Sila accounts have two tiers:

• Unverified. A phone-verified account. You can receive money, but you cannot send money or use other features until you are verified.
• Verified. An identity-verified account — government ID or passport, a live selfie, and proof of address, reviewed and approved by Sila. Verified accounts can send and receive money and use all features, up to a monthly transaction cap.

Current limits for your account are always shown in the app under Profile → Limits. We may adjust limits to comply with regulatory requirements or to manage risk, and will notify you in the app when we do.

7. Virtual cards

Verified users may issue virtual cards linked to their wallet balance. You can freeze, unfreeze, and set spending limits on your cards in the app. You are responsible for transactions made with your card credentials until you freeze the card or report it compromised. Card transactions settle against your wallet balance; authorisations place a hold until captured or reversed.

8. Agents & cash services

Sila agents are independent businesses authorised to provide cash-in and cash-out services. When you transact with an agent: confirm the amount in the app before handing over or accepting cash; never hand cash to anyone without a confirmed in-app transaction; and report any irregularity to [email protected] immediately. Sila is responsible for the in-app ledger entries of an agent transaction, not for cash handed outside the app flow.

9. Fees

Applicable fees are shown in the app before you confirm any transaction. We may change fees with prior notice in the app. You are responsible for charges levied by third parties (for example, your bank's transfer fees when topping up, or telecom data charges).

10. Your security responsibilities

• Keep your PIN secret. Sila staff will never ask for your PIN, OTP codes, or full card details — anyone who does is attempting fraud.
• Do not share OTP codes with anyone, including people claiming to be from Sila, your bank, or your telecom provider.
• Keep your registered SIM and device secure. Tell us immediately at [email protected] if your phone or SIM is lost, stolen, or swapped, so we can protect your account.
• Use the in-app device management screen to review and revoke sessions you don't recognise.

You are responsible for transactions authorised with your credentials before you notify us of a compromise. After you notify us, we will block further activity on the affected account.

11. Prohibited use

You must not use the Service to:

• break any law of Sudan or any applicable sanctions regime;
• launder money, finance terrorism, or handle proceeds of crime;
• defraud, deceive, or extort any person;
• transact on behalf of an undisclosed third party, or operate an unlicensed money service business through a personal account;
• interfere with the Service's operation, probe its security, or access it by any means other than the official apps;
• create accounts with false identity information or use another person's identity.

12. Compliance, screening & account actions

As a financial service we are required to operate anti-money-laundering (AML) and counter-terrorist-financing controls. You acknowledge and agree that:

• we screen customers against applicable sanctions lists at onboarding and on an ongoing basis;
• we monitor transactions for suspicious activity and may file reports with the competent authorities without notifying you, where the law requires;
• we may request additional information or documents about you or a transaction at any time, and may pause activity until you provide them;
• we may decline, hold, or reverse transactions, or restrict, suspend, or close an account, where we reasonably believe it is necessary for legal, regulatory, security, or fraud-prevention reasons.

Where we restrict an account, we will tell you as much as the law allows, and our support team will explain how to resolve the restriction where resolution is possible.

13. Disputes & refunds

If something goes wrong with a transaction, raise it in the app under Support, or file a dispute on the specific transaction. We will acknowledge disputes promptly, investigate using our ledger records, and inform you of the outcome in the app. Refunds, where approved, are credited to your wallet — in part or in full depending on the case.

Merchant disputes (goods or services not as expected) are first a matter between you and the merchant; we will assist with payment-level evidence and, where the merchant agrees or our investigation supports it, process the refund.

14. Liability

We are responsible for executing transactions you properly authorise, in accordance with these Terms, and for maintaining accurate ledger records. To the maximum extent permitted by law:

• we are not liable for losses caused by you sharing your credentials, approving a transaction to the wrong recipient, or dealing in cash outside the in-app flow;
• we are not liable for indirect or consequential losses, or for events outside our reasonable control (including telecom or power outages, bank processing delays, or acts of authorities);
• our total liability for any claim is limited to the amount of the transaction giving rise to the claim.

Nothing in these Terms excludes liability that cannot be excluded under applicable law.

15. Closing your account

You can request account closure in the app under Profile → Close account. Before closure completes, you must bring your balance to zero (spend it, send it, or cash out through an agent; our support team can assist with remaining balances). We retain records after closure for as long as the law requires (see the Privacy Policy).

16. Changes to these terms

We may update these Terms as the Service and the regulatory environment evolve. For material changes we will give you advance notice in the app. Your continued use of the Service after a change takes effect constitutes acceptance; if you do not agree, you may close your account at any time.

17. Governing law

These Terms are governed by the laws of the Republic of Sudan. Disputes that cannot be resolved through our support process are subject to the jurisdiction of the competent courts of Sudan. Nothing in this section limits any right you may have to complain to the Central Bank of Sudan or another competent authority.

18. Contact

Questions about these Terms: [email protected]
Help with your account: [email protected] or the in-app Support center
Security issues: [email protected]