Silink After-Sales, Replacement & Refund Policy

Original effective date: 12 October 2018
Last updated: 11 October 2026

This policy governs Silink’s post-placement servicing, replacement support, refund handling, transfer coordination, boarding arrangements, helper handover situations, airport or transport coordination, temporary lodging, clinic accompaniment, physical case support, and related after-sales operational matters for Silink Pte. Ltd. (UEN 201833784D, EA Licence 22C1012).

This policy replaces after-sales wording that may appear in earlier Silink materials.

Where case communications, app flows, or operational notices refer to Helpering or another Silink-managed service label, this policy should still be read as a Silink policy unless a different legal entity is expressly identified in a signed or formal written notice.

This policy applies only where the Customer has purchased, accepted, or been issued a current Silink helper-placement, transfer, post-placement, or other expressly covered domestic-worker service arrangement relating to a domestic helper or Migrant Domestic Worker case handled by Silink, and only to the scope actually included in the relevant quotation, invoice, package, or written case arrangement. It does not apply by default to confinement nanny, postpartum care, training, class, hourly service, referral-only, or other third-party-provider service lines unless we expressly incorporate it in current writing for the relevant engagement. It does not automatically create replacement rights, refund rights, boarding rights, or continuing support entitlements for unrelated Silink business lines, unrelated products, unrelated transactions, or future ventures unless we expressly incorporate it in current writing for the relevant engagement.

This policy must be read together with:

the Silink Client Terms of Business
the Silink Digital Platform Terms, where a relevant issue arises through platform use, messaging, account activity, or digital evidence
the Silink Privacy Policy
the Silink Technology & Service Provider Notice, as a supplementary transparency notice regarding categories of technology, AI, cloud, communications, and third-party providers that may support Silink’s operational handling
any signed quotation, invoice, replacement confirmation, package summary, insurance note, or case-specific written notice issued by us

This policy is a specialised after-sales and post-placement document, not a standalone code governing every aspect of the customer relationship. Accordingly:

the Silink Client Terms of Business remain the general commercial baseline unless this policy or a more specific current written arrangement validly governs the issue
the Silink Privacy Policy governs personal-data, records, communications, retention, disclosure, and PDPA-related matters even where those matters arise during after-sales handling
the Silink Digital Platform Terms govern platform access, messaging environments, account conduct, and digital-use restrictions where an after-sales issue is raised, documented, or managed through Silink-managed digital channels
the Silink Technology & Service Provider Notice provides supplementary transparency about categories of vendors and infrastructure that may support after-sales operations, evidence handling, communications, or AI-assisted workflows, but does not by itself create a right to any specific provider, retention setting, or operational configuration
this policy governs only the covered post-placement, replacement, refund, boarding, coordination, and related operational issues expressly falling within its scope for Silink-handled domestic-helper or Migrant Domestic Worker matters

If the same event engages more than one document, the documents apply cumulatively by subject matter. No step taken by Silink under this policy narrows any payment, evidence, misuse, platform-integrity, or privacy protection available to Silink under the other applicable documents unless current writing expressly says so.

1. What this policy does

This policy:

defines the scope of post-placement support
distinguishes between statutory obligations and commercial goodwill
explains how replacement entitlements operate in practice
makes current written terms, not outdated fixed price tables, the reference for fees
preserves Silink’s right to manage complex cases with operational discretion

This policy does not convert a limited administrative engagement, a digital-only interaction, a candidate-browsing interaction, a one-off coordination request, or a customer relationship from another Silink business line into a full after-sales package unless we expressly confirm that result in current writing.

2. Legacy documents, outdated price tables, and current prevailing terms

Historical brochures, screenshots, old PDFs, past chat messages, draft term sheets, and obsolete policy wording may contain pricing or refund language that no longer reflects:

current commercial terms
current regulatory requirements
current insurer pricing
current source-country rules
current operational costs

Accordingly:

fixed fee figures stated in legacy material do not bind Silink unless reaffirmed by us in current writing for the relevant case
where a fee is variable, the latest quotation, invoice, case notice, or written fee schedule issued by us prevails
where law imposes a mandatory refund or customer-protection requirement, the law prevails to the extent required

Unless applicable law requires otherwise, any replacement count, time window, rate, fee component, processing target, or operational figure stated in this policy describes Silink’s then-current framework only and may be revised, replaced, withdrawn, or applied differently on a prospective basis by updated policy wording, a quotation, an invoice, a package summary, a case notice, or another current written arrangement issued by us for the relevant matter.

3. Meaning of deployment and operative dates

For the purposes of this policy, “deployment” means the operative commencement point identified by us for the relevant helper case. Depending on the workflow, this may be:

the start-work date
the handover date
the date the helper joins the household
another milestone documented by us as the reference point for replacement or servicing calculations

We may use the date we reasonably consider most appropriate in light of the actual case chronology.

Rights hierarchy: coordination, replacement, refund, and goodwill

For clarity, the following categories are separate and must not be conflated:

Coordination support means practical, administrative, communicative, logistical, or field-management assistance. Coordination support may include arranging interviews, handovers, transport, clinic attendance, accommodation, repatriation steps, insurer contact, or regulator-facing communications. It does not by itself create a replacement entitlement, a refund entitlement, a fee waiver, an admission of fault, or an assumption by Silink of employer-side legal duties.
Replacement support means a search, matching, transition, or re-placement service offered only if and to the extent included in Silink’s then-current written package or case arrangement. Replacement support is operational in nature, is subject to case conditions and market availability, and does not by itself create a refund entitlement, a waiver of third-party costs, or a promise that all earlier commercial assumptions will continue unchanged.
Refund rights arise only where mandatory law or Silink’s then-current written commercial arrangement expressly provides for a refund. A replacement discussion, coordination step, review conversation, or interim protective action does not by itself create or enlarge a refund entitlement.
Goodwill assistance means a discretionary accommodation, concession, flexibility measure, ex gratia adjustment, or practical help that Silink may choose to offer in a particular case. Goodwill is not mandatory, may be conditioned, revised, or withdrawn to the extent permitted by law, and does not create a precedent for other cases.

If the same event could potentially engage more than one category, those categories must still be analysed separately. In order of legal force, mandatory law prevails first, then the current written commercial arrangement for the case, and only then any operational coordination or goodwill position actually offered by Silink. No Customer may infer that because Silink coordinates a matter, reviews a complaint, or explores a replacement pathway, Silink has therefore admitted liability, accepted a refund obligation, or granted a broader commercial remedy.

4. Nature of replacement support

Replacement support is a service arrangement, not a guarantee of immediate or successful re-placement.

Where Silink confirms in writing that a package includes replacement support, such support remains subject to:

the scope stated in the relevant quotation or package
the Customer’s compliance with law and contract
helper availability and market conditions
the Customer’s timely communication and cooperation
operational and regulatory feasibility

Silink retains discretion over search strategy, timing, screening depth, and the operational method by which replacement support is delivered.

Where applicable law, regulator expectations, or a written transfer-of-responsibility arrangement shifts responsibility from an employer to Silink or another permitted intermediary for a defined period, the scope and timing of that shift will be determined by the relevant legal framework together with the case-specific written arrangement then in force.

5. Current replacement structure

Based on Silink’s current operating framework, a package may include the number of replacement opportunities and the support window stated in the relevant quotation, package summary, or case-specific written arrangement, on a no-new-agency-fee basis only, subject to all of the following:

the replacement request falls within the confirmed support scope
the Customer remains in compliance with law, contract, and case-management instructions
the case remains commercially and operationally supportable
no exclusion or disqualification event under this policy has occurred

This structure does not mean that all other costs are waived.

6. Replacement fee formula

6.1 Principle: cumulative agency-fee credit

Agency fees already paid within one service contract are treated as a cumulative credit that carries across successive replacements. Each replacement helper’s agency fee is charged only to the extent that it exceeds everything the Customer has already actually paid in agency fees under that contract. The Customer therefore never pays twice for the same fee tier, and never receives a refund merely because a later helper belongs to a lower tier.

6.2 Formula

For each replacement processed within the support scope (see 6.4):

Agency Fee Top-Up = Max(A_new − A_paid, 0)

Replacement Fee (excluding insurance) = Agency Fee Top-Up + B2 + C2

Where:

A_new means the agency fee applicable to the category or tier of the incoming replacement helper, as determined by Silink’s then-current fee schedule
A_paid means the total agency fees actually paid by the Customer under the same service contract to date (the initial agency fee plus all previous top-ups). After each replacement, A_paid increases by the top-up charged, if any
B2 means the then-applicable Singapore-side local processing and employment-related costs for the replacement helper
C2 means the then-applicable overseas, source-country, or external processing costs for the replacement helper

No refund, credit note, or set-off against other charges arises where A_new is lower than A_paid; the top-up is simply zero for that step.

6.3 Worked example

Assume tier fees of $500 / $600 / $550 / $700 for successive helpers under one contract:

Step	Helper tier fee	`A_paid` before	Top-up charged	`A_paid` after
Initial placement	$500	—	$500 (initial fee)	$500
Replacement 1	$600	$500	$100	$600
Replacement 2	$550	$600	$0	$600
Replacement 3	$700	$600	$100	$700

B2, C2, and the additional charges listed below apply at each step in addition to any top-up.

6.4 Support scope: replacement quota and validity period

The cumulative-credit treatment in 6.1–6.2 applies only within the replacement quota and validity period stated in the Customer’s service contract or quotation (for example, up to three replacements within six or twelve months, as stated in the applicable contract).
Once the quota is exhausted or the validity period has ended, any further helper is a new engagement: the then-current full agency fee for that helper applies, with no credit, offset, or carry-over from fees paid under the exhausted arrangement.
Where marketing or quotation materials describe replacements as “free of agency fee” (免中介费) or similar, that description refers to a same-tier replacement, for which the formula in 6.2 naturally produces a zero top-up. Where the replacement helper belongs to a higher tier, the top-up under 6.2 applies notwithstanding such description.

Unless we expressly confirm otherwise in current writing, additional charges may still apply, including:

insurance
medical
travel
urgent processing
accommodation
boarding
transport
translation
documentation
exceptional handling charges

7. Current pricing components and insurance treatment

For internal clarity and customer transparency, Silink’s current commercial framework distinguishes, among other things, between:

agency fees
Singapore-side local processing and operational charges
source-country or overseas charges
insurance premiums

Current insurance assumptions may include policy pricing from one or more insurer partners selected by Silink from time to time, and a package structure in which an insurer-related rebate or concession has already been built into the quoted price position.

Where insurance is purchased through Silink, Silink acts as introducer, referrer, or intermediary only. The insurance contract is between the Customer and the relevant insurer, and all coverage, exclusions, claims, underwriting decisions, and policy outcomes are governed by the insurer’s policy wording and terms. Silink does not assume insurer obligations, underwriting risk, or claims liability by virtue of facilitating, recommending, or coordinating the purchase.

Accordingly:

if the Customer purchases the designated insurance through us, the then-applicable package price logic remains as quoted
if the Customer elects not to purchase the designated insurance through us, we may revise the applicable price position to remove any built-in rebate, concession, or pricing assumption associated with that insurance arrangement

8. No automatic carry-over of prior concessions

A replacement does not automatically mean that all previous promotions, discounts, insurance arrangements, goodwill concessions, bundled assumptions, or commercial accommodations will continue unchanged.

Silink may determine, acting reasonably and lawfully, which elements:

carry forward
expire
must be recalculated
must be re-purchased
are unavailable under the new case structure

9. Customer duties when seeking after-sales support

To remain eligible for after-sales support, replacement support, or refund review, the Customer must:

fall within a current service package, case arrangement, or written scope that actually includes the relevant support being requested
inform Silink promptly of dissatisfaction, mismatch, misconduct, or material incidents
provide clear, truthful, and complete facts
cooperate with interviews, counselling, mediation, troubleshooting, or review steps reasonably requested by us
continue complying with legal employer obligations unless lawfully ended
complete or cooperate with work-pass, transfer, medical, insurance, declaration, ticketing, and handover steps that are legally or operationally required for the case
avoid unilateral action that prejudices transfer, placement, repatriation, recovery, or evidence handling
preserve and, where reasonably requested, provide relevant messages, screenshots, call logs, invoices, medical documents, police references, regulator notices, travel records, and other materials reasonably needed to assess chronology, entitlement, causation, or loss
refrain from editing, selectively deleting, withholding, manipulating, or mischaracterising material evidence in a way that could prejudice fair case assessment

If the Customer delays reporting, withholds facts, acts unlawfully, mistreats the helper, obstructs the process, or compromises evidence integrity, Silink may reduce, suspend, or decline support. A factual dispute or Customer disagreement does not by itself oblige Silink to continue providing non-mandatory replacement support, goodwill assistance, or field coordination on the Customer’s preferred terms while the matter remains under reasonable review.

10. Operational replacement pathways

Depending on the case, replacement support may proceed through one of the following broad pathways or any comparable case-specific pathway selected by us.

Pathway A: Existing helper remains with the Customer during transition

Silink may, where feasible, continue searching for a replacement while the current helper remains with the Customer for a transitional period.

During that period:

the Customer remains responsible for salary, levy, accommodation, welfare, and all lawful employer obligations relating to the current helper
the Customer must cooperate with interviews, scheduling, and transfer arrangements
if no lawful or workable outcome is achieved within the case-management window set by us, the Customer may remain responsible for repatriation, ticketing, and end-of-employment obligations

Pathway B: Helper is handed back to Silink or a holding arrangement

Where Silink agrees to take over interim care, housing, coordination, or safekeeping for the outgoing helper:

boarding, food, accommodation, transport, supervision, administrative, or safekeeping charges may apply
the arrangement is subject to capacity, legal feasibility, welfare considerations, and operational discretion
the Customer remains responsible for costs that Silink cannot reasonably absorb or recover

Any accommodation, transport, escort, airport transfer, welfare check, medical accompaniment, or other physical support step may be performed by Silink personnel, contractors, or third-party operators selected by us, and the exact fulfilment pathway may vary depending on availability, urgency, cost, welfare considerations, and case constraints.

11. Urgent field situations and interim protective steps

If a case involves an urgent transport issue, missed pickup, failed handover, accommodation gap, welfare concern, hospital visit, documentation issue, police attendance, MOM issue, airport delay, or other operational disruption, Silink may take reasonable interim steps to stabilise the situation, preserve evidence, protect welfare, or maintain legal compliance.

Such steps may include:

arranging or changing transport, escort, accommodation, safekeeping, or clinic-related support
redirecting the helper, Customer, or relevant representative to another meeting point, provider, or timing window
contacting clinics, insurers, transport operators, agencies, family contacts, or authorities where reasonably necessary
documenting the chronology through screenshots, call logs, messages, handover notes, invoices, and operational records

Unless applicable law or a current written package expressly provides otherwise, the Customer remains responsible for the resulting costs, employer-side obligations, and practical consequences of the underlying event.

Where digital tools, communications platforms, AI-assisted workflows, cloud systems, or third-party vendors are used in connection with such handling, they form part of Silink’s operating model and remain subject to the Client Terms, the Privacy Policy, and the Silink Technology & Service Provider Notice as applicable.

12. Boarding and helper upkeep charges

If the Customer requests Silink to provide food, accommodation, or related care arrangements for a helper and we agree to do so, a boarding or upkeep charge may apply.

The then-current boarding or upkeep reference rate may be the rate specified by Silink from time to time in the relevant quotation, invoice, package, case notice, or other current written arrangement. Applicable situations may include:

a helper returned to Silink for transfer
a temporary handover while the Customer is overseas
a case in which the helper remains in Silink’s interim care pending the next lawful step

This rate is subject to variation where the actual circumstances, urgency, welfare needs, room availability, transport needs, or operational burden justify a different written charge.

Silink may determine, acting reasonably and subject to applicable law, whether boarding, lodging, transport, or helper-upkeep support is delivered through our own arrangements, shared facilities, external accommodation providers, drivers, logistics providers, escorts, or any mixed model that we consider appropriate in the circumstances.

13. Early termination without replacement

If the Customer ends the helper arrangement early and does not proceed with a replacement:

Silink may still provide limited coordination support for transition, transfer, or repatriation where feasible
the Customer remains responsible for employment, legal, repatriation, and operational consequences unless law requires otherwise
any remaining helper-loan or advance position will be reconciled under the applicable commercial arrangement and actual utilisation

If applicable law or prevailing Ministry of Manpower requirements impose a mandatory refund obligation, Silink will comply to the extent required by law.

This includes any statutory refund regime under the Employment Agencies Act, the Employment Agencies Rules, and any related subsidiary legislation, regulatory notice, or directive, as amended, replaced, or supplemented from time to time.

Where the prevailing legal framework requires an employment agency to refund a specified percentage of the relevant service fee upon early termination of employment within a prescribed period, Silink will apply that requirement in accordance with the law then in force.

Silink will comply with any applicable statutory refund obligation in respect of the legally relevant service-fee component. The statutory refund percentage constitutes Silink’s standard refund position for the relevant component unless a higher amount is expressly agreed by Silink in current writing for the specific case. The statutory obligation does not by itself create a commercial entitlement to a refund exceeding the percentage mandated by law.

Where employer-side duties under law or prevailing regulatory requirements remain with the employer, household, transfer holder, or other responsible person, Silink’s provision of coordination, reminders, or practical assistance does not by itself transfer those legal duties to Silink unless a written transfer-of-responsibility arrangement or mandatory legal framework expressly provides otherwise.

15. What “service fee” means for statutory refund purposes

For statutory refund analysis, “service fee” has the meaning ascribed by the prevailing legal and regulatory framework and does not necessarily include every amount paid in the overall package.

Subject to prevailing law and regulatory interpretation, excluded amounts may include:

local entry and employment-related costs, including work permit application and issuance costs, Settling-In Programme charges, medical examination, and one-way entry ticketing costs
source-country government-imposed costs, such as Employment Contract or Overseas Employment Certificate related charges
third-party training charges requested by the employer
the helper’s placement loan

The scope of “service fee” for statutory refund purposes will be determined by reference to the prevailing legal and regulatory framework applicable at the relevant time. Accordingly, unless law or Silink’s own current writing expressly requires more, the applicable statutory refund obligation is treated by Silink as applying to the legally relevant service-fee component only, and not as a basis for any automatic refund of the total package amount or of components that fall outside the statutory definition.

16. Conditions and exclusions affecting statutory refund eligibility

The Customer is not entitled to a statutory refund where the law or prevailing MOM framework excludes entitlement, including where:

the Customer engaged Silink only for administrative work and not for matching services
the Customer breached employment law or committed an offence against the helper during the helper’s employment period
the Customer failed to notify Silink within the required or reasonable timeframe of the intention to cancel the work permit, repatriate, or transfer the helper
the Customer had already hired up to two replacement helpers and one of them lasted more than six months, or a third replacement helper had already been provided
a caregiver-specific exclusion applies under the relevant law or contractual categorisation

To support case review, matching analysis, evidence preservation, and compliance handling, the Customer must notify Silink of the intention to cancel the helper’s work permit, repatriate, or transfer the helper within 40 days under Silink’s current case-handling framework, unless the law mandates a different timeline.

Failure to notify us in time may affect replacement support eligibility and may complicate refund case handling where delay materially harms case assessment, but will not override any mandatory statutory refund obligation.

Silink may assess causation, chronology, entitlement, cooperation, and prejudice by reference to the records, documents, communications, and operational evidence reasonably available to us. Where delay, unilateral action, or missing evidence materially impairs fair assessment, we may reach a reasonable case decision on the information then available.

18. Refund timing for statutory claims

Where a refund is legally due and the relevant conditions are satisfied, Silink’s then-current target framework may be to process the refund within 14 working days after:

the employer’s written refund request, or
the cancellation of the helper’s work pass,

whichever is later, subject always to:

identity verification
payment-source verification
offset reconciliation
receipt of sufficient supporting documents
absence of fraud indicators or genuine unresolved disputes

This timing is a current processing target only and not a guaranteed or immutable service-level commitment. Silink may revise that target prospectively or take longer where verification, offsets, third-party confirmations, regulator interaction, banking delays, fraud review, or case complexity reasonably requires.

A refund review, complaint, dispute, or request for reconsideration does not by itself suspend the Customer’s obligation to pay undisputed sums, boarding or safekeeping charges, transport or ticketing charges, document-related costs, or other amounts that remain payable under law or the current written commercial arrangement.

19. Refunds not required by law

Except where:

required by law
expressly confirmed by Silink in current writing
clearly provided in a current package or invoice term

payments already earned, administrative work already performed, and third-party costs already incurred are not refundable.

This includes, where applicable:

government filing fees
third-party payment charges
insurance premiums already placed or committed
medical, training, courier, travel, and translation costs
urgent-processing costs
administrative and documentation work already carried out

20. Current refund handling principles

Refund handling will generally follow these principles:

if a regulatory application is rejected before deployment, we may review the refundable position after deducting non-recoverable costs actually incurred
if a helper cannot proceed for reasons beyond Silink’s control, we may determine the refundable balance after deducting non-recoverable amounts and actual work done, subject to law
if post-placement termination occurs within a legally protected refund window, we will apply the mandatory legal standard to the relevant refundable component
if helper-related loans or advances remain partly unused, they may be reconciled by reference to actual duration worked and actual amounts recovered or recoverable
if there is a legitimate dispute as to chronology, legal responsibility, amount, causation, set-off, or supporting evidence, Silink may investigate first and decide later whether any refund, credit, or adjustment is due
unless law requires otherwise, any approved commercial credit, reconciliation item, or refund-related adjustment may be applied first against outstanding sums, loss recovery, or unpaid charges before any net cash payment is released

21. Offsets, deductions, and set-off rights

To the fullest extent permitted by law, Silink may deduct or set off:

unpaid invoices
outstanding administrative charges
non-recoverable third-party costs
boarding and safekeeping charges
transport, accommodation, ticketing, medical, insurance, or document-related costs
loss, damage, or recovery costs caused by Customer breach, delay, or misconduct

Silink may defer any refund, credit, or reconciliation until we have completed reasonable verification, insurer coordination, third-party cost confirmation, evidence review, fraud screening, and outstanding-sum reconciliation for the relevant case.

If entitlement, amount, chronology, causation, offsets, legal responsibility, or evidential completeness is disputed, Silink may withhold non-mandatory refunds, credits, replacement activation, or goodwill processing until a reasonable review has been completed. During that period, Silink may issue a case position statement, require payment of undisputed sums, preserve recovery rights, engage debt-collection or legal advisers, and continue exercising any contractual or legal right of suspension, set-off, defence, or recovery.

22. Situations that may reduce, suspend, or exclude support

Silink may reduce, suspend, or refuse replacement support, refund support, or goodwill assistance where the case is materially affected by:

unlawful deployment or illegal work arrangements
abuse, harassment, coercion, retaliation, or discriminatory conduct by the Customer or household
non-payment or repeated payment default
false, incomplete, or misleading information
delay in notifying Silink of the issue
unilateral action that disrupts transfer, repatriation, documentation, evidence preservation, or recovery
refusal to cooperate with reasonable case-management steps
Customer-caused welfare, safety, or compliance breaches
failure to provide legally required accommodation, food, medical treatment, insurance, or welfare arrangements where such responsibility lies with the Customer
threats, abuse, blackmail, coercive complaint tactics, or improper pressure directed at Silink personnel, helpers, partners, or third parties
chargebacks, unjustified payment reversals, evidence tampering, selective publication of communications, or public allegations presented in a misleading or materially incomplete manner
misuse of police, regulator, media, platform, or complaint channels in a way that is dishonest, abusive, retaliatory, or materially prejudicial to fair case handling

23. Insurance claims and third-party recoveries

Where an insurance policy, bond support, or third-party recovery route may respond to a situation, Silink may require the Customer to cooperate with claims, declarations, evidence gathering, and mitigation steps.

Silink does not guarantee that an insurer or third party will accept, defend, or pay any claim.

Where MOM, the police, an insurer, a bank, a payment processor, a social platform, an external agency, or another authority or intermediary intervenes, Silink may communicate directly with the relevant body, preserve or disclose evidence as permitted by law, pause ordinary case timelines, restructure the handling pathway, or prioritise compliance and rights-protection measures over ordinary commercial convenience. Any such intervention may affect whether replacement support, refund processing, coordination support, or goodwill assistance remains available, and Silink may treat regulatory directions, evidential needs, fraud controls, or rights-preservation steps as prevailing over ordinary service expectations.

24. Absconding, disappearance, detention, medical unfitness, and serious incidents

If a helper absconds, disappears, is detained, becomes medically unfit, or becomes involved in a serious incident:

the Customer must notify Silink promptly
the Customer must cooperate with police, MOM, insurer, and legal steps where relevant
Silink may preserve communications, records, and evidence
any replacement, refund, or goodwill position will be assessed case by case in light of law, insurance position, causation, timing, and the Customer’s own conduct

The Customer must not destroy, alter, coach around, suppress, or encourage the suppression of relevant evidence, witnesses, device records, location history, communications, or incident-related materials. Where evidence is unstable, at risk, or held by third parties, Silink may take reasonable protective steps, make preservation requests, or proceed on the basis of the evidence reasonably available at the time.

25. Goodwill assistance does not create precedent

If Silink offers goodwill assistance, ad hoc flexibility, timing accommodations, or discretionary concessions in one case, that does not create a precedent and does not waive our right to apply this policy differently in another case.

Any replacement assistance, refund discussion, transfer coordination, or temporary operational accommodation offered by Silink is made without admission of fault, liability, statutory entitlement, or waiver of any defence, exclusion, deduction, or contractual protection available to us.

For the avoidance of doubt, goodwill assistance is legally and commercially distinct from mandatory refund rights, agreed replacement entitlements, and practical coordination steps. Silink may offer one category without offering the others, may attach conditions to any discretionary accommodation, and may stop or revise a goodwill measure if the factual basis changes, cooperation breaks down, fraud indicators arise, payment default occurs, or a regulator, insurer, or evidential issue reasonably requires a different approach.

26. Policy updates and prevailing version

Silink may revise, restate, expand, or replace this policy from time to time to reflect updated operations, regulatory requirements, pricing structures, insurer arrangements, or practical lessons from case handling.

The latest version issued or published by Silink applies prospectively from the date stated by us or, if no date is stated, from publication.

No Customer may rely on an older screenshot, forwarded brochure, historic case outcome, or informal oral explanation to displace the then-current written policy, applicable law, or case-specific written commercial arrangement.

27. Governing law and jurisdiction

This policy and any non-contractual obligations connected with it are governed by the laws of Singapore.

The parties submit to the exclusive jurisdiction of the Singapore courts, except that Silink may seek interim, injunctive, protective, asset-preservation, or recovery relief in any court of competent jurisdiction where necessary to protect our rights or evidence.