Silink Client Terms of Business

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

These Silink Client Terms of Business govern the engagement between Silink Pte. Ltd. (UEN 201833784D, EA Licence 22C1012) — or, where the quotation, contract, or invoice for the relevant engagement is issued in its name, the affiliated licensed Silink entity identified in the Silink Legal Terms & Policies hub, each identified by its UEN and licence number whatever its registered name from time to time (in either case, “Silink”) — and any customer, prospective customer, employer, household, family representative, or other person or entity that requests, receives, or continues to use our services.

These terms are the principal commercial contract between Silink and its customers unless replaced or supplemented by a more specific written agreement, quotation, service package, invoice term, or signed instrument issued by us.

For contractual clarity, any reference in quotations, chats, workflows, product screens, or service updates to Helpering or another service label will ordinarily be treated as a reference to a Silink-operated service line rather than a separate contracting party.

These terms cover multiple Silink service lines, whether current or future. Some provisions apply across customer engagements generally, while others are service-specific and apply only where the relevant service includes helper recruitment, placement, transfer, post-placement support, physical coordination, regulated onboarding, covered third-party provider coordination, referral-style fulfilment, or a comparable operational component.

1. When these terms apply

These terms apply whenever a Customer does any of the following:

submits an enquiry, intake form, or order request
requests candidate search, recommendation, shortlisting, interview arrangement, placement support, operational coordination, fulfilment support, or other service-line-specific assistance
uses Helpering or another Silink-managed digital channel in connection with our services
pays any deposit, fee, invoice, or other amount to us or through us
signs, clicks, confirms, or otherwise accepts any quotation, workflow, package, or onboarding step issued by us
continues with the service after being notified that these terms apply

Where a particular Silink business line has its own service schedule, order form, product-specific terms, event terms, retail terms, software terms, or other supplemental written instrument, these terms continue to apply as the baseline customer-facing commercial terms except to the extent a more specific and current written document validly varies them for the relevant subject matter.

2. Order of precedence

Unless mandatory law requires otherwise, the following order of precedence applies:

applicable law and regulatory requirements
any signed agreement, accepted quotation, or case-specific written commercial confirmation issued by us
any subject-specific Silink legal document that expressly governs the relevant issue, including:
- the Silink After-Sales, Replacement & Refund Policy for expressly covered Silink-handled domestic-helper or Migrant Domestic Worker post-placement, replacement, refund, boarding, and operational after-sales matters
- the Silink Third-Party Services Terms for covered third-party, partner, referral, vendor-delivered, and marketplace-style service lines
- the Silink Digital Platform Terms for platform access, accounts, digital conduct, messaging environments, candidate-content controls, and platform misuse
- the Silink Privacy Policy for personal-data, communications-record, retention, disclosure, transfer, and PDPA-related matters
- the Silink Technology & Service Provider Notice as a supplementary transparency notice regarding categories of technology, AI, cloud, and third-party providers that may support Silink’s operations, without by itself expanding contractual rights or remedies
these Silink Client Terms of Business as the general commercial and customer-relationship baseline
general marketing material, price illustrations, FAQs, chat summaries, or other informal communications

Where an older brochure, screenshot, chat message, or legacy document conflicts with a newer quotation, invoice, policy, or legal requirement, the newer and more specific position prevails.

If the same facts engage more than one Silink legal document, those documents operate cumulatively by subject matter rather than one displacing the others wholesale. Accordingly:

these terms govern the overall commercial relationship unless a more specific current written document validly displaces them for the relevant issue
the privacy policy governs data and communications-record handling, not pricing, access scope, refund entitlements, or service-package economics
the digital platform terms govern platform access and digital conduct, not by themselves the full commercial scope of offline or assisted services
the after-sales policy governs covered Silink-handled domestic-helper or Migrant Domestic Worker post-placement and refund matters, not the entire customer relationship or every other Silink service line
the technology provider notice gives contextual transparency about provider categories and operating infrastructure, but does not itself create service entitlements, provider continuity rights, or commercial remedies

No Customer may use a clause from one subject-specific document to narrow another document outside its proper subject matter unless that result is expressly stated in current writing.

3. Definitions

In these terms:

“Customer” means the person or entity engaging, requesting, ordering, or receiving services from Silink
“Services” means any service, workflow, support, arrangement, process, platform-enabled function, or assistance provided by or for Silink
“Candidate” or “Helper” means any prospective, current, or replacement domestic helper or related person being considered, processed, or supported through the Services
“Fees” means all amounts payable to us or through us, including agency fees, administration charges, government fees, third-party costs, operational charges, insurance-related charges, platform charges, coordination charges, and reimbursable expenses
“Deployment” means the operative commencement point identified by us for the relevant case, which may be the handover date, start-work date, placement date, or another milestone documented by us

4. Silink’s role and service model

Silink provides recruitment-related, placement-related, matching, administrative, digital, support, and after-sales services. Depending on the case, our role may include:

enquiry and advisory handling
candidate search and shortlist facilitation
interview arrangement
quotation and package preparation
document review and coordination
work-pass, onboarding, medical, insurance, or travel coordination support
airport pickup, transfer logistics, temporary lodging, clinic accompaniment, transport, or welfare coordination support
post-placement servicing
replacement support
digital account, workflow, and messaging support

We decide the operational method by which Services are delivered, including whether tasks are performed by employees, managers, contractors, vendors, overseas partners, software, AI-assisted systems, or any combination of these.

5. Customer authority, representations, and continuing warranties

The Customer represents, warrants, and undertakes on a continuing basis that:

all information and instructions given to us are true, current, complete, and not misleading
the Customer is authorised to act for the relevant household, employer, or entity
any personal data relating to another person has been lawfully provided and appropriately authorised
the Customer will comply with all applicable laws and will not use our Services for unlawful, unsafe, discriminatory, abusive, or fraudulent purposes
the Customer will promptly notify us of any material change affecting the case

We may rely on information and instructions apparently given by the Customer or the Customer’s authorised representative unless we have clear reason not to do so.

If two or more persons, family members, co-employers, household representatives, or related entities engage us in connection with the same matter, we may treat them as jointly and severally liable for Fees, losses, indemnities, cooperation duties, and other obligations arising from that matter to the extent permitted by law.

6. Scope of Services and operational discretion

The Services may include one or more of the following:

candidate discovery and recommendation
biodata and profile access
interview scheduling and coordination
matching and placement support
work-pass and documentation support
insurance, travel, training, and onboarding coordination
transport, airport reception, temporary accommodation, escort, handover, clinic, or other operational coordination
after-sales handling, replacement handling, and issue escalation
customer account support and platform-related communication

We reserve the right to determine:

the sequence and method of service delivery
the staffing model used for the case
the digital tools and workflow systems used
whether a particular service, package, or support pathway remains commercially or operationally available

7. No guarantee of outcome

The Customer acknowledges that the following matters are outside our full control and are not guaranteed:

Candidate availability
Candidate suitability, compatibility, or performance
interview outcome
Candidate willingness to proceed
work-pass, visa, insurance, medical, or regulatory approval
travel timing and deployment timing
long-term employment success, retention, or conduct
uninterrupted availability of third-party providers or regulatory pathways

Any informal estimate, indication, recommendation, ranking, or expectation communicated by us is non-binding unless expressly stated otherwise in current writing signed or confirmed by us.

8. Quotations, fees, and prevailing commercial documents

Any public pricing, app pricing, estimated pricing, campaign pricing, or historic pricing in legacy material is informational only unless expressly adopted in the relevant quotation or invoice.

The Customer agrees that:

the latest written quotation, invoice, package schedule, or case-specific fee breakdown issued by us prevails
government fees, third-party charges, overseas charges, insurance premiums, ticketing, medical, boarding, courier, translation, and similar items may change without notice
promotions, coupons, or incentives may be withdrawn, varied, made conditional, or refused if used improperly
pricing may vary according to nationality, experience level, transfer status, urgency, compliance complexity, documentation issues, and the Customer’s requested specifications
we may specify the payment method, receiving account, payment gateway, merchant channel, invoicing route, bank-transfer details, PayNow route, UEN route, card flow, cash-collection route, cheque route, or other collection method for the relevant transaction
unless we expressly agree otherwise, a payment counts as received only when it reaches the designated collection channel in cleared funds and is matched to the relevant case, invoice, or order to our reasonable satisfaction
screenshots, transfer instructions, payment drafts, pending notifications, or remittance advice do not by themselves require us to begin or continue work before cleared receipt

9. Deposits, payment timing, and non-payment consequences

We may require deposits, upfront service payments, milestone payments, card pre-authorisations, or full payment before or during service delivery.

Unless we expressly agree otherwise in writing:

time for payment is of the essence
all amounts are due in the form and manner specified by us
we may suspend work, withhold documents, pause submissions, limit support, or refuse further service if payment is overdue
we may charge administrative, bank, collection, or recovery-related costs to the extent permitted by law
we may allocate any payment received to the invoice, case, fee category, overdue balance, or reimbursement item that we reasonably determine is most appropriate unless current writing expressly earmarks it otherwise

The Customer remains responsible for all remittance charges, bank charges, reversal costs, legal costs, and recovery costs reasonably incurred in collecting unpaid sums.

To the fullest extent permitted by law, overdue sums may also be subject to reasonable default interest, collection handling charges, and external recovery expenses from the due date until full payment is received in cleared funds.

10. Chargebacks, reversals, and payment disputes

If any payment is reversed, disputed, charged back, recalled, or otherwise fails after we have commenced or prepared to commence work, we may:

suspend the case immediately
reverse any credit, concession, or promotional benefit tied to that payment
recover bank charges, payment processor charges, and administrative costs
treat the underlying amount as overdue and payable on demand
set off the affected amount against any refund, replacement credit, promotional value, goodwill concession, or other amount that would otherwise be applied for the Customer’s benefit to the extent permitted by law

Payment disputes do not automatically suspend the Customer’s obligations where the dispute is unfounded or where work has already been performed.

The Customer must not characterise a commercial disagreement, a refund request, a replacement request, or a dissatisfaction complaint as a payment-failure defence unless a legal right to withhold payment clearly applies. Silink may continue collection, suspension, set-off, evidence-preservation, or recovery steps while the underlying dispute is being reviewed.

Where a helper-related loan, salary advance, reimbursement, insurance arrangement, or similar amount is part of the commercial structure, the applicable amount, collection method, reconciliation mechanism, and remaining-balance treatment will be governed by the latest written commercial arrangement and applicable law.

Unless law or our current written terms require otherwise, no Customer may assume that helper-related sums are refundable in full merely because deployment, transfer, or employment ends earlier than expected.

12. Customer documents, timing, and cooperation duties

The Customer must provide all information, declarations, signatures, approvals, and supporting documents reasonably required for us to perform the Services.

If the Customer delays, withholds, changes, or fails to provide required information or cooperation, we may:

pause the workflow
revise timelines
pass through additional third-party costs
re-price the case
treat the service as abandoned
close the file or withdraw support

We are not responsible for delay, rejection, or wasted cost arising from incomplete, late, false, or inconsistent information supplied by the Customer.

13. Compliance, lawfulness, and right to refuse instructions

We may support or facilitate work-pass, onboarding, insurance, medical, administrative, or employment-agency processes, but legal responsibility for compliance may remain with the Customer where the law places that responsibility on the employer, applicant, or household.

We may require declarations, authorisations, confirmations, or indemnities from the Customer.

We may refuse to follow any instruction that we consider:

unlawful
unsafe
false or misleading
unethical
inconsistent with licence conditions, regulatory expectations, or our internal controls

14. Digital operations, forms, and AI-assisted workflows

The Customer acknowledges and agrees that Silink may use:

website forms and Google Forms
CRM systems and document-management tools
messaging systems
enterprise messaging, workplace collaboration, and video-meeting tools
workflow automation
cloud storage
transcription tools
summarisation tools
AI-assisted tools and large language model workflows

Such use forms part of our operating model and is authorised for the purposes of providing, improving, administering, evidencing, securing, and scaling the Services.

The Customer acknowledges that some AI-assisted, cloud-based, communications, storage, or workflow providers may retain prompts, logs, outputs, abuse-monitoring records, audit data, or backup copies for periods determined by their systems, policies, or legal obligations, and that such retention may extend beyond the active handling period of a particular case.

For illustrative transparency regarding categories and examples of such providers, please refer to the Silink Technology & Service Provider Notice. That notice supplements these terms but does not by itself create any right to require Silink to use or continue using a specific provider, model, hosting geography, or processing configuration.

15. Candidate information, controlled access, and anti-circumvention

Candidate information made available by us is controlled information and is supplied solely for legitimate service evaluation.

The Customer must not:

copy, scrape, republish, sell, or compile Candidate information into a separate database
contact Candidates through unauthorised channels
bypass or attempt to bypass Silink after discovering a Candidate through our Services
use Candidate information unlawfully, discriminatorily, abusively, or for any unrelated business purpose
treat preliminary Candidate information as a guarantee of quality, conduct, approval outcome, or long-term suitability

We may limit, redact, watermark, monitor access to, or withdraw Candidate information at any time.

16. Third-party arrangements and supplier involvement

Where the Services involve insurers, clinics, hospitals, telemedicine providers, airlines, transport providers, drivers, escorts, training providers, overseas agencies, document vendors, accommodation providers, boarding operators, airport meet-and-greet services, logistics providers, communications platforms, collaboration tools, or other third parties:

third-party terms, pricing, underwriting, capacity, and operating rules may apply
we may rely on third-party information and procedures
we are not the insurer, clinic, airline, regulator, or external provider unless expressly stated otherwise
the Customer bears the commercial and practical consequences of third-party changes, refusals, delays, or restrictions unless the law requires otherwise

Where a service, booking, session, training, hourly-service arrangement, vendor-provided offering, or other platform-enabled fulfilment is supplied in whole or in part by a third-party provider introduced, listed, enabled, coordinated, or commercially supported through Silink or Helpering:

Silink may act, depending on the current written arrangement, as platform operator, intermediary, organiser, coordinator, collection agent, merchant of record, reseller, billing facilitator, or another commercially reasonable role designated by us
payment may be collected by Silink, through a designated processor, or through another collection structure chosen by us, and we may deduct commission, platform fees, administration charges, taxes, cancellation amounts, chargeback costs, processor fees, reserves, or other properly applicable amounts before making any onward settlement
unless current writing expressly states otherwise, the Customer is not entitled to insist on direct payment to a third-party provider, direct settlement visibility, or a particular payout timing between Silink and that provider
the legal and commercial position between Silink and the third-party provider may be governed by a separate supplier, vendor, partner, or service-provider agreement that does not need to be disclosed to the Customer
no Customer may rely on a third-party provider’s separate representation, side arrangement, or informal statement to vary the payment, refund, service-scope, or risk-allocation position stated in Silink’s current written documents

We may choose, combine, substitute, or withdraw such providers, channels, or fulfilment methods at any time where reasonably necessary for cost control, service continuity, legal compliance, scheduling, welfare management, operational practicality, or risk mitigation.

Where transport, lodging, airport transfer, interim care, clinic accompaniment, physical document handling, or other on-the-ground support is arranged by or through us, Silink acts as organiser, coordinator, intermediary, or operational manager unless we expressly agree in writing, or mandatory law requires us to be treated, as the direct underlying provider for the relevant step.

17. Urgent incidents, welfare issues, and field discretion

If a case involves illness, injury, welfare concerns, airport delay, failed pickup, accommodation breakdown, documentation mismatch, missed connection, hospital attendance, police report, MOM-related issue, absconding, or another urgent operational problem, Silink may take or coordinate reasonable interim measures to protect welfare, evidence, timing, legal compliance, or service continuity.

Such measures may include:

engaging transport, accommodation, clinic, insurer, interpreter, escort, or other third-party support
redirecting communications or handover arrangements
escalating the matter to the Customer, family representative, clinic, insurer, authority, or operational partner
pausing, rescheduling, or restructuring the service workflow
preserving documents, screenshots, logs, messages, or incident records

Unless applicable law or a current written package expressly provides otherwise, the Customer remains responsible for costs, consequences, and employer-side obligations arising from the underlying incident, including where Silink coordinates the response as a practical matter.

Where the incident arises in a Silink-handled domestic-helper or Migrant Domestic Worker placement, transfer, boarding, or post-placement workflow that falls within the scope of the Silink After-Sales, Replacement & Refund Policy, that policy also applies to the extent relevant.

18. Insurance and policy-specific treatment

Where the Customer purchases insurance through us, Silink acts as introducer, referrer, or intermediary only. The insurance contract is between the Customer and the relevant insurer, and the applicable insurer, premium, coverage, exclusions, claims process, and underwriting outcome are governed by the relevant policy wording and provider rules. Silink does not assume insurer obligations, underwriting risk, or claims liability by virtue of facilitating, recommending, or coordinating the purchase.

If current pricing or package logic reflects an insurer-related rebate, concession, or built-in price assumption, the Customer acknowledges that the applicable price position may change if the Customer elects not to purchase the relevant policy through us.

19. Incorporation of after-sales, replacement, and refund framework

Post-placement support, replacement support, boarding, refund handling, and related operational matters for Silink-handled domestic-helper or Migrant Domestic Worker cases are governed by our Silink After-Sales, Replacement & Refund Policy, as updated from time to time, together with mandatory legal requirements.

No Customer may rely on outdated wording relating to agency fees, replacement counts, fixed pricing, or refund logic where a newer policy, quotation, invoice, or legal rule applies.

For interpretive clarity, coordination support, replacement support, refund rights, and goodwill accommodations are separate categories with different triggers and consequences. A coordination step, troubleshooting effort, complaint review, or operational workaround does not by itself create a refund entitlement, a replacement entitlement beyond current written scope, a fee waiver, or an admission of liability.

For the avoidance of doubt, that after-sales policy is primarily intended for Silink-handled domestic-helper or Migrant Domestic Worker placement and related workflows. It does not automatically create replacement, refund, boarding, or post-completion support rights for unrelated Silink services, future business lines, or one-off transactions unless we expressly incorporate it for that engagement.

Where Silink is engaged only for a limited administrative scope, a documentation scope, a digital access scope, a candidate-browsing scope, or another narrow service component, the Customer may receive only that narrower scope of support and not a broader after-sales, replacement, transition, or field-coordination entitlement unless current writing issued by us says otherwise.

20. Customer conduct and employer responsibilities

The Customer must:

treat Candidates, helpers, our personnel, and our partners lawfully and respectfully
comply with all employer, household, and workplace obligations imposed by law
where a helper is employed or being transferred, avoid unlawful deployment, unauthorised work arrangements, or use outside the permitted household or service scope
where the law places responsibility on the employer or responsible party, ensure acceptable accommodation, adequate food, medical treatment, insurance, and welfare arrangements
avoid unlawful deployment, abuse, harassment, retaliation, coercion, or misrepresentation
cooperate with legitimate post-placement management, issue resolution, and evidence-preservation steps
notify us promptly of material incidents, police matters, absconding, injuries, illness, safety issues, or regulatory concerns

We may suspend support where the Customer acts unlawfully, abusively, or in a manner that exposes Silink to material risk.

21. Records, electronic evidence, and communications

We may rely on the following as evidence of instructions, acceptance, chronology, payment status, and case history:

emails
WhatsApp and WeChat messages
call notes and call recordings where lawful
system logs and timestamps
screenshots
digital signatures and approvals
workflow records
invoices, receipts, and payment records
internal case notes and operational summaries

The Customer agrees not to dispute the validity or admissibility of digital records merely because they are in electronic form or are maintained within our business systems.

Where an original message, recording, attachment, form response, or platform event is unavailable in its native format, the Customer agrees that reasonably generated extracts, exports, summaries, screenshots, reconciliations, internal notes, and reconstructed chronologies made in the ordinary course of our business may still be relied upon to prove instructions, timing, payment position, notice, or case history.

The Customer must not knowingly manipulate chronology, omit material context, selectively publish communications, or rely on edited or incomplete extracts in a way that materially misrepresents the case record. Where competing versions of events exist, Silink may act on the evidence set that it reasonably considers more reliable pending fuller review.

22. Confidentiality and limited-use information

The Customer must keep confidential any non-public Candidate, operational, pricing, commercial, workflow, or platform information obtained from us and may use it only for the legitimate purpose for which it was provided.

We may disclose confidential or personal information where necessary for service performance, legal compliance, debt recovery, regulatory response, professional advice, insurance handling, or protection of our rights and evidence.

23. Suspension, refusal, and withdrawal of service

We may refuse, suspend, pause, restrict, or terminate Services where:

required documents or payments are missing
the Customer provides false, incomplete, or inconsistent information
we suspect illegality, abuse, fraud, money-laundering risk, sanctions risk, or reputational risk
the Customer demands action that is legally, ethically, or operationally unacceptable
continued engagement would expose us to unreasonable cost, harm, or compliance risk
the Customer uses chargebacks, complaint channels, public allegations, regulator contact, or third-party escalation in a dishonest, coercive, abusive, retaliatory, or materially misleading way
evidence integrity, witness integrity, payment integrity, or legal-compliance integrity appears materially at risk

Such action does not waive our right to retain Fees already earned or to recover outstanding amounts.

Where a regulator, law-enforcement body, court, insurer, bank, payment processor, or platform requires information, imposes a step, opens an investigation, or otherwise intervenes, Silink may preserve or disclose evidence as permitted by law, prioritise compliance and rights protection over ordinary service delivery, and suspend or re-sequence non-mandatory support pending review.

24. Customer cancellation, postponement, and material change

If the Customer cancels, postpones, abandons, or materially changes the requested service:

work already performed may be treated as earned
non-recoverable third-party costs remain payable
additional administrative or reprocessing charges may apply where commercially reasonable and legally permitted
any refund position will be governed by applicable law, our current written policy, and the current commercial arrangement rather than old brochures or informal chats

25. Limitation of liability

To the fullest extent permitted by law:

we are not liable for indirect, incidental, special, exemplary, punitive, or consequential losses
we are not liable for loss of profits, business, opportunity, goodwill, reputation, or anticipated savings
we are not liable for regulatory decisions, insurer decisions, third-party defaults, Candidate conduct, travel changes, medical outcomes, or events outside our reasonable control
we are not liable for action taken by the Customer based on informal discussions, preliminary materials, or non-binding estimates

Our aggregate liability arising out of or relating to the relevant Services will not exceed the total service fees actually paid by the Customer to Silink for those specific Services in the 12 months preceding the event giving rise to the claim.

Nothing in these terms excludes liability that cannot lawfully be excluded.

26. Indemnity

The Customer indemnifies Silink and its personnel against claims, losses, liabilities, damages, costs, and expenses arising from or relating to:

false, incomplete, misleading, or unauthorised information supplied by the Customer
breach of these terms or applicable law by the Customer
misuse of Candidate information or personal data
unlawful employer or household conduct
disputes arising from the Customer’s instructions, treatment of candidates or helpers, or interaction with third-party providers
chargebacks, payment disputes, or recovery action attributable to the Customer’s conduct
dishonest, abusive, retaliatory, or materially misleading use of complaint, regulator, media, or platform-reporting channels
destruction, concealment, manipulation, or selective presentation of evidence connected with the Services or any related dispute, claim, inquiry, or investigation

27. Force majeure and external events

We are not responsible for delay, disruption, or failure caused by events beyond our reasonable control, including regulatory action, system outage, pandemic conditions, travel restrictions, labour disruption, cyber incidents, infrastructure failure, war, civil unrest, or failures of external service providers.

28. Variation, restatement, and prevailing version

We may revise, restate, or replace these terms from time to time. We will use reasonable efforts to notify affected customers of material changes through channels available to us. The latest version published by us or issued to the Customer may apply prospectively from the date specified by us.

29. Entire agreement, non-waiver, assignment, and survival

These terms operate together with any quotation, invoice, policy, consent notice, and signed or electronically accepted document relevant to the engagement. They supersede inconsistent informal discussions unless we expressly preserve those discussions in a later written document.

If any provision is invalid or unenforceable, the remaining provisions will continue in effect.

No failure or delay by us in enforcing any right is a waiver.

The Customer may not assign rights or obligations without our prior written consent. We may assign, novate, subcontract, or restructure our rights and obligations as part of our business operations.

Any provision that by its nature should survive will survive termination or expiry, including payment, evidence, confidentiality, indemnity, liability limits, dispute resolution, and after-sales related obligations.

Our rights and remedies are cumulative. Any suspension, set-off, recovery step, refusal of service, evidential preservation measure, or exercise of contractual discretion may be taken in addition to, and not instead of, any other right or remedy available at law, in equity, or under any related document.

30. Governing law and jurisdiction

These terms and any non-contractual obligations connected with them 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 reasonably necessary.