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SilentSale Terms & Conditions

United Kingdom · Effective 1 October 2026 · SilentSale Ltd (Company Number: 16457502)

1. Introduction & Scope

1.1 Purpose

These Terms & Conditions ("Terms") govern your access to and use of the SilentSale marketplace mobile application and website ("Platform").

SilentSale is designed as a consumer-to-consumer (C2C) marketplace where private individuals can buy and sell goods safely under the Shared-Protection model — a fair system that protects both buyer and seller equally through transparent fees, verified payments, and review-based dispute handling.

1.2 Acceptance of Terms

By creating an account, accessing, or using any part of SilentSale, you agree to be bound by these Terms, together with SilentSale's Privacy Policy and any other incorporated rules or guidelines.

If you do not agree to these Terms, you must not access or use the Platform.

1.3 Company & Legal Information

SilentSale Ltd is a limited company incorporated in England & Wales under Company Number 16457502.

Registered Address: 3rd Floor, 86-90 Paul Street, London EC2A 4NE, United Kingdom

Email (for legal notices): legal@silentsale.co.uk

For brands and rights holders reporting intellectual property infringement or counterfeit goods, use the dedicated Brand Protection form in the Help Centre (/help/brand-protection).

Data export requests (including “Download my data”) are limited to personal data you have provided to us, to the extent required by law. We apply redactions and limitations (per UK GDPR Recitals 63 & 68) to protect other users’ data, platform security systems, fraud/risk signals, trade secrets, algorithms, and our legitimate interests. Exports contain only “provided” data; inferred, derived and observed data is excluded. Exports (and any links) are provided strictly “AS IS”. SilentSale accepts NO liability for the content, completeness, accuracy, security after delivery, loss, misuse, or any use/processing by you or any third party. We may refuse, limit or redact any request. We retain data where required or permitted by law. No ongoing duty to provide further data or updates after export. For IP/counterfeit notices use only the dedicated Brand Protection form and legal@silentsale.co.uk.

1.4 Platform Access

SilentSale provides access via its official website and mobile applications only. Use of automated scripts, bots, or scraping tools to access the Platform is prohibited.

2. Account Registration & Verification

2.1 Creating an Account

To buy or sell on SilentSale, you must create a user account through the official website or mobile app. During registration, users must provide accurate personal details, including name, valid email address, and mobile number.

Each user may hold only one active account. Creating multiple accounts to avoid limits, manipulate feedback, or bypass restrictions is prohibited.

2.2 Age and Eligibility

SilentSale is open only to individuals aged 18 years or older residing in the United Kingdom. Users under 18 are not permitted to sell, withdraw funds, or participate in promotions.

2.3 Verification (KYC Requirements)

To receive payments or withdraw funds, sellers must complete identity verification (KYC) through Stripe Connect Express. Verification typically takes 2–5 minutes and may include ID checks, address confirmation, and bank account validation.

Buyers may also be required to complete KYC when making a purchase using PIN Pickup or if requested by the platform.

2.4 Account Security

Users are responsible for maintaining the confidentiality of their login details. SilentSale may require additional email verification for sensitive actions, such as withdrawals or listing creation.

3. Shared-Protection Fees & SilentCover

3.1 Overview

SilentSale operates a Shared-Protection system designed to safeguard both buyers and sellers through transparent, balanced platform fees.

Every completed transaction includes a small contribution from both sides which funds:

3.2 Fee Structure

Each buyer and each seller contribute a flat fee of £0.30 + 3% of the item price per transaction.

Fees are displayed clearly at checkout in pounds sterling and deducted automatically at payment. These fees are a service charge covering the cost of platform protection, payment facilitation, and dispute management — not insurance or a financial-services product.

3.3 Legal Character of Shared-Protection

SilentCover is a discretionary platform service, not an insurance, guarantee, or indemnity. Refunds or reimbursements may be issued at SilentSale's discretion following review of evidence and circumstances. This structure is designed to operate alongside FCA-regulated payment infrastructure (provided by Stripe) while keeping SilentCover a discretionary platform service — not a regulated financial or insurance product.

3.4 Buyer Protection Fee

The buyer's fee covers:

3.5 Seller Protection Fee

The seller's Shared-Protection fee is deducted automatically only after a successful sale. You only pay if the item sells. The seller fee covers:

3.6 Fee Adjustments & Promotions

SilentSale may change, reduce, or waive fees temporarily for promotions or campaigns. New sellers may have their seller-side Shared-Protection fee waived on their first three (3) completed sales where the item price is up to £100, as shown in the app. Buyer-side fees are never waived under this incentive unless separately stated. Current applicable fees are always shown before you confirm payment.

4. Balance

4.1 Overview

Each user may have a SilentSale® Balance. This is an internal account record showing sale proceeds and permitted adjustments as Pending or Available. The Balance records sale proceeds, withdrawals, refund-related adjustments or reversals, and deductions or recoveries expressly permitted under these Terms.

The Balance is not a bank account and does not earn interest. Stripe processes buyer payments and seller payouts. SilentSale® maintains the Balance record. A Balance is not a bank account or a separate Stripe connected-account balance held for that user.

4.2 Pending Balance

When buyer payment is confirmed, the corresponding seller proceeds are recorded in the seller's Pending Balance. Pending proceeds remain locked until delivery is confirmed and any applicable post-delivery review period expires (typically 48–72 hours).

4.3 Available Balance

After the required delivery, review, and security checks are complete, the seller proceeds are recorded as Available Balance and become eligible for withdrawal.

Available Balance may be withdrawn to the user's verified bank account, subject to identity, security, dispute, and compliance checks.

SilentSale® Balance cannot be selected as a payment method for purchases, offers, buyer shipping costs, or SilentCover® amounts.

SilentSale® may make seller-side deductions, reversals, or recoveries from sale proceeds where expressly permitted by these Terms. These account adjustments do not make Balance a buyer payment method.

4.4 Withdrawals

Withdrawals may only be made to verified bank accounts belonging to the same individual registered under the SilentSale profile. Payouts are processed manually to give users full control of timing.

SilentSale does not charge withdrawal fees, but the user's bank may apply its own charges.

4.5 Fraud Holds & Compliance Freezes

SilentSale may place a hold on any balance if it suspects fraudulent activity, unresolved disputes, or policy breaches.

4.6 Nature of the Balance

Available Balance shows the amount currently eligible for withdrawal, subject to any applicable holds, deductions, investigations, or verification requirements. Pending Balance is not withdrawable until the applicable transaction and review requirements have been completed.

5. Offers System

5.1 Overview

The Offers feature allows buyers to negotiate prices with sellers before completing a purchase. All offers made through SilentSale are binding once accepted by the seller.

5.2 Buyer Offer Rules

Buyers may only make offers using a supported payment method presented by SilentSale®. Buyers may make a maximum of three (3) offers per item within a 24-hour period. When an offer is submitted, the selected payment method is authorised; no payment is collected at that point.

Each offer automatically expires after 24 hours if not accepted or declined by the seller.

5.3 Auto-Accept and Auto-Decline Settings

Sellers may set both an Auto-Accept Range and an Auto-Decline Range for offers:

5.4 Offer Acceptance

When a seller accepts an offer, both parties are legally bound and the order is created from the existing payment authorisation. The buyer is not asked to complete a second checkout payment. A seller counter releases the original payment authorisation; accepting that counter authorises the new total and creates the order immediately.

5.5 Offer Cancellations

Buyers may withdraw their own pending offer before seller acceptance; the payment authorisation is released. Once accepted, the offer has created an order and the buyer cannot cancel it. Order issues use the issue and dispute process.

6. Refunds, Fees & SilentCover Terms

6.1 Overview

This section defines how refunds, Shared-Protection fees, and discretionary protection decisions are handled under SilentSale's Shared-Protection System (SilentCover).

6.2 Discretionary Nature of SilentCover

SilentCover is a platform-managed discretionary protection service, providing case-by-case review and potential reimbursement for eligible transactions. SilentCover is not an insurance, guarantee, or financial compensation scheme.

6.3 Refund Scope

Refunds, when approved, cover the item price plus the original outbound shipping cost paid by the buyer at checkout. Shared-Protection fees are non-refundable, except when SilentSale determines that a full discretionary refund is appropriate.

6.4 Refund Triggers (Eligibility Cases)

Refunds may be granted under SilentCover if any of the following occur:

6.5 Refund Procedure

Buyers must raise issues through the in-app system within 72 hours of delivery confirmation. Buyer and seller should use Self-Resolution Tools first (Section 8) — chat, proposed resolutions, and Report a Problem where available — before SilentSale admin review. Either party may respond or accept an agreed outcome in-app.

Confirming receipt ends the review window immediately. When a buyer confirms receipt of an order in the app, the buyer accepts the item as received; the 72-hour window closes at that moment and a new dispute cannot be opened for that order. Buyers should inspect the item before confirming receipt. This does not affect a buyer's statutory rights against the seller.

6.6 Return & Refund Relationship

If SilentSale authorises a return, the buyer must post the item using a SilentSale-issued return label so the courier's first tracking scan occurs within 72 hours of the return label being issued. Refunds are processed only after the item is received and condition verified by the seller.

6.7 Decision Finality

SilentSale's dispute decisions and discretionary outcomes are final and binding.

7. Delivery & PIN Pickup

7.1 Overview

SilentSale offers two primary fulfilment methods for completed transactions:

7.2 Courier Delivery

All courier shipments must use SilentSale-generated prepaid shipping labels. Using an external or self-purchased courier label voids Shared-Protection and SilentCover eligibility.

Sellers must print a SilentSale prepaid label within 48 hours of order confirmation or the order is cancelled and the buyer refunded. After printing, sellers must post within 72 hours using the correct weight and parcel size selected in-app. SilentSale may chase a delayed carrier scan or ask the seller to confirm posting, but a slow scan does not cancel the order.

7.3 Delivery Confirmation

Delivery is deemed completed when the courier marks the item as "Delivered" or the buyer enters the parcel's tracking confirmation within the system.

7.3a Locker & Parcel-Shop Collection

When you choose locker or parcel-shop delivery, delivery is completed once the courier places your parcel in the locker or shop and issues your collection code. You are responsible for collecting your parcel within the carrier's collection window — we send your collection code and a reminder before it closes. Collection windows vary by carrier and can be as short as 48 hours, so please collect promptly.

Your 72-hour inspection window starts when the courier's collection scan shows you've collected the parcel — not when it is deposited in the locker. If you confirm receipt in the app, you accept the item and payment is released to the seller straight away, which ends the review window.

If a parcel is not collected in time, it is returned to the seller and you are refunded the item price. Your refund is issued once the seller confirms the returned parcel in the app, or automatically 72 hours after the courier confirms it is back with (or has been collected by) the seller — the same way delivery is confirmed for you. The delivery cost and your SilentCover contribution are not refunded in this case, because the courier completed delivery to the locker and SilentCover applied to your order. This does not affect your legal rights where an item is faulty, not as described, or was never actually delivered.

7.4 In-Person PIN Pickup

The PIN Pickup method allows local buyers and sellers to meet and exchange items safely. After checkout, SilentSale® issues a unique 6-digit PIN code to the buyer.

The buyer must inspect the item in person before handing the PIN to the seller. Once satisfied, the buyer gives the code verbally to the seller, who then enters it in the app to confirm handover.

Entering the PIN constitutes full acceptance that the item is genuine, matches the description, and is in acceptable condition. Upon PIN entry, the transaction is legally considered complete and no dispute window applies.

7.5 Location Rules & Safety

SilentSale® strongly recommends that all in-person exchanges use the PIN Pickup flow, with the PIN shared only after the buyer has inspected and accepted the item.

7.6 Buyer or Seller No-Show

If the buyer fails to attend a PIN pickup within 48 hours, the transaction is cancelled. Boot Sale PIN Pickups must be completed by the deadline shown in the app, currently 24 hours after the event ends. If the seller fails to attend, the buyer is refunded in full.

8. Returns & Dispute Resolution

8.1 Overview

SilentSale provides Self-Resolution Tools so buyers and sellers can resolve issues directly with each other first — on equal footing, without waiting for admin review. Escalation to SilentSale is the second step, not the first.

8.2 Self-Resolution Tools

Both buyers and sellers have in-app tools to settle issues themselves, including:

Agreements confirmed in-app are logged and enforced automatically. Full refunds without a return require SilentSale review if the parties cannot agree.

8.3 Escalating a Dispute

Either party may escalate to SilentSale if self-resolution does not work — for example, if no agreement is reached within 48 hours. Once escalated, SilentSale reviews chat messages, listing information, courier data, and uploaded media before deciding.

8.4 Returns

Returns are not permitted by default and will only be authorised if:

If a return is authorised, the buyer must post it so the courier's first tracking scan occurs within 72 hours of the return label being issued, using a SilentSale-issued courier label.

8.5 Refund Confirmation & Responsibility

Refunds are processed only after the returned item is delivered back to the seller and condition verified. The cost of return postage is assigned by SilentSale depending on fault.

8.6 Dispute Evidence Rules

Both buyer and seller are encouraged to record short videos for key transaction steps:

Video evidence strengthens protection claims and may determine eligibility for refunds.

8.7 Finality of Decisions

All SilentSale dispute decisions are final and binding once issued.

9. Buyer Protection & Refund Coverage

9.1 Overview

SilentSale's Buyer Protection system ensures buyers are treated fairly in cases of non-delivery, damage, or misdescription, while balancing the rights of sellers.

Buyer protection applies only when payment is made through SilentSale and Shared-Protection fees are paid in full.

9.2 Buyer Eligibility

To qualify for protection, a buyer must:

9.3 What Buyer Protection Covers

SilentSale may issue refunds for:

9.4 What Buyer Protection Does Not Cover

9.5 Evidence & Verification

Buyers are encouraged to record a short unboxing video before opening the parcel to show:

9.6 False or Abusive Claims

Submitting false, exaggerated, or repetitive claims is a serious breach of these Terms and may result in account penalties or permanent suspension.

10. Buy Now & Buy Requests

10A – Buy Now Process

The Buy Now feature allows buyers to purchase items instantly at the listed price without negotiation. When using Buy Now, the buyer chooses the fulfilment method at checkout.

Payment & Authorisation

Payment is securely processed through Stripe when the buyer confirms checkout. The payment is held safely until the item is delivered or collected.

Seller Acceptance & Dispatch

For courier orders, sellers must print a prepaid label within 48 hours of payment. Missing that print deadline results in automatic cancellation and a full buyer refund. After printing, sellers must post within 72 hours and can use Mark as shipped to confirm their side; a slow carrier scan does not automatically cancel the order. PIN Pickup must be completed within 48 hours.

Cancellation & Refunds

Buyers cannot cancel an order after Buy Now or seller acceptance. A buyer may ask the seller in chat; the seller may voluntarily cancel before fulfilment is locked. If the seller cancels, the buyer receives the refund set out in Section 10A.5 of the full Terms.

10B – Buy Requests

The Buy Request feature allows buyers to publicly post items they are looking for, helping sellers match inventory with demand.

Buyer Responsibilities

Buyers must provide clear and accurate details (brand, size, price range, condition) and ensure the request describes lawful, permitted items.

Transaction Formation

A transaction only begins when a buyer accepts a seller's offer and completes payment through SilentSale's secure checkout.

11. Authenticity, Counterfeits & Unbranded Items

11.1 Overview

SilentSale is committed to maintaining a zero-tolerance policy on counterfeit, replica, or misrepresented branded goods. All items listed must be genuine and accurately described.

11.2 Authentic Items Only

Sellers must only list authentic items they legally own and have the right to sell. SilentSale may request proof of authenticity (e.g., receipts, certificates, or serial numbers) at any time.

11.3 Genuinely Unbranded and Designer-Style Items

Genuinely unbranded items are permitted — including clothing with no brand label, removed care labels, high-street own-brand pieces, handmade goods, and vintage items without original tags. Select "Unbranded" and describe the item honestly.

Selecting "Unbranded" does not allow counterfeits. If an item looks like a branded product (logo, monogram, hardware, silhouette, or distinctive design), it must be listed under the correct brand with proof — or not listed. SilentSale may remove suspected fake "unbranded" listings, hold funds, and request receipts, labels, or serial evidence, especially in designer clothing, bags, trainers, watches, jewellery, and branded electronics.

Items that copy a brand’s design (including "inspired by," "dupe," or "replica") are prohibited. Sellers must not use brand names or logos anywhere in the listing — including in disclaimers. Saying "not authentic" does not make a fake item allowed.

11.4 Counterfeit and Replica Items

Counterfeit, replica, dupe, or fake items are strictly prohibited. SilentSale may immediately remove such listings and suspend or terminate related accounts.

11.5 Buyer Refunds for Counterfeits

A counterfeit claim is an allegation until SilentSale confirms it. The seller has up to 72 hours to submit authenticity proof or offer seller-paid return postage plus a full refund.

If an item is confirmed counterfeit, SilentSale will issue a full discretionary refund covering the item price, outbound shipping, and Shared-Protection fee — but only after destruction is verified.

You may not keep a confirmed counterfeit item and receive a refund. Return to the seller is not offered after confirmation.

You must upload one continuous destruction video showing the item being permanently destroyed beyond resale or reuse. Refunds are released only after SilentSale approves that video.

Sellers with multiple counterfeit allegations or confirmed findings within 90 days may be placed under account review.

11.6 Video Listings & Media Rules

SilentSale allows every seller to attach up to one (1) video and ten (10) photos per listing to improve transparency, trust, and buyer confidence.

Video and photo content must:

11A. Your Content & Media Licence

11A.1 The Licence You Grant

By uploading photos, videos or listing text ("User Media"), you grant SilentSale and its group companies a non-exclusive, worldwide, royalty-free licence (free of any payments to you) to host, display, adapt, analyse and promote that content in connection with the Platform and its marketing. This includes showing User Media off-platform — for example in banners, articles, on other websites and on social networks — and using it to improve SilentSale's safety, search, recommendation and AI systems. The licence survives the end of a listing or account.

11A.2 Marketing Opt-Out

You can opt out of your User Media being featured in SilentSale marketing campaigns at any time in your privacy settings or by contacting support. Opting out does not affect what is needed to run the Platform, such as displaying your own listings and search results.

11B. Platform Intellectual Property & Licence

11B.1 Ownership

The Platform — the SilentSale website, mobile apps, software, design, databases, and all associated intellectual property — is and remains the property of SilentSale Ltd or its licensors. The SilentSale, SilentCover, SilentPoints, and SilentGuardian names, logos, and marks belong to SilentSale Ltd and may not be used in ways that suggest endorsement or affiliation without written consent. Saying an item is "listed on SilentSale" is fine.

11B.2 Your Licence

You receive a limited, personal, non-exclusive, non-transferable, revocable licence to use the Platform for personal, non-commercial buying and selling under these Terms. It ends when your account closes.

11B.3 Restrictions

Except where the law says otherwise, you must not copy, modify, or create derivative works of the Platform; distribute, sell, or sublicense it; disassemble, decompile, or reverse engineer it; remove proprietary notices; or use it to build a competing product. Bots, scraping, and data extraction are also prohibited (Section 13.6). All rights not expressly granted are reserved.

12. Fair Listing Rotation & Duplicate Listings

12.1 Overview

SilentSale uses an algorithmic Fair Listing Rotation System to ensure all users' listings receive balanced visibility across the marketplace.

12.2 Fair Visibility Rules

Every listing, regardless of user tier, has an equal baseline chance to appear in search or category results. Boosts and visibility enhancements earned through SilentPoints or limited promotions may temporarily affect ranking.

12.3 Re-Listing Restrictions

Sellers may not delete and re-upload identical items solely to increase exposure. Repeated or automated re-listing to game visibility may result in penalties or suspension.

12.4 Duplicate Listings

Duplicate or near-identical listings for the same item are not allowed. SilentSale may remove duplicates without notice.

12.5 Stock and Bulk Selling

SilentSale is a consumer-to-consumer (C2C) platform for private individuals. Bulk stock or professional-grade selling is not permitted.

13. Listing Rules & Prohibited Items

13.1 Overview

All items listed on SilentSale must be lawful, accurately described, and owned by the seller.

13.2 General Listing Requirements

Every listing must include:

13.3 Prohibited Items

The following items are strictly prohibited on SilentSale®:

13.4 Listing Moderation

SilentSale may remove, edit, or hide listings that violate these Terms or applicable law, appear misleading or unsafe, or are flagged repeatedly by other users.

13.5 Off-Platform Transactions

Sellers and buyers must not share phone numbers, emails, social handles, or links in listings or chat. Attempting to take a transaction off SilentSale voids all protection, fees, and coverage.

14. Seller Responsibilities & Packaging

14.1 Overview

Sellers play a central role in maintaining trust on SilentSale. All sellers must follow the platform's dispatch, packaging, and delivery standards to remain eligible for SilentCover protection.

14.2 Dispatch Obligations

Sellers must print a prepaid courier label within 48 hours of payment confirmation or the order is cancelled and the buyer refunded. After printing, sellers must post within 72 hours and use Mark as shipped to confirm their side if tracking is slow. A slow carrier scan does not cancel the order. All shipments must use SilentSale's prepaid courier labels.

14.4 Packaging Requirements

Sellers are responsible for packaging every parcel so it can withstand normal courier handling, including automated sorting, conveyor belts, and vehicle transit.

Items must be packed in suitable outer packaging (box, padded envelope, or mailbag) that matches the weight and size declared when the label was created. Parcels must be fully sealed with strong packaging tape on all openings, seams, and corners. Nothing may be loose, protruding, or left unprotected.

Items must be wrapped and cushioned so they cannot move inside the parcel during transit.

Fragile items require additional padding and, where appropriate, a rigid or double-walled box. Marking a parcel "fragile" does not replace proper internal protection.

Reused packaging is permitted only if clean, undamaged, and structurally sound. All previous labels, barcodes, and addresses must be removed or fully covered.

The SilentSale shipping label must lie flat, remain fully visible, and be secured with tape along all edges. Include a return address where required by the courier.

Incorrect weight or size, prohibited contents, or packaging that does not meet these standards may result in surcharges, courier claim refusal, or loss of SilentCover eligibility.

Couriers may restrict certain items (e.g., liquids, perishables, batteries, jewellery, or glassware). Sellers must comply with applicable UK postal and courier rules before dispatch.

SilentSale will not compensate for loss or damage where packaging did not meet these standards or where the courier excludes the item under its own terms.

14.5 Packaging Video Evidence (Encouraged)

Sellers are encouraged to record a short packaging video before dispatch showing the item's condition, packaging process, and sealed parcel.

14.6 Lost or Damaged Parcels

If an item is lost or damaged in transit, SilentSale will file a courier claim on behalf of the seller. Courier claims are processed only if packaging meets the standards above.

14.7 Seller Liability & Penalties

Sellers are liable for failure to dispatch, incorrect packaging, using unauthorised couriers, false shipment confirmations, or repeated cancellations.

14.8 SilentCover for Sellers

Seller protection applies when SilentSale's prepaid courier labels are used. If the courier confirms loss or damage, SilentSale issues compensation based on courier standards. Improper packaging, under-declared weight, or prohibited contents void coverage.

14.9 Tax Information & HMRC Reporting

Under the UK digital platform reporting rules, SilentSale is legally required to collect and verify certain seller information (name, address, date of birth, and National Insurance number or other tax ID) and to report it, with sales totals, to HMRC each year. Sellers must provide accurate tax information when asked; if they do not, SilentSale may withhold payouts or restrict selling until it is provided. Sellers receive a copy of the reported information by 31 January of the following year. Being reported does not mean tax is owed — occasional sales of personal items are not normally taxable.

15. Buyer Responsibilities & Unboxing Videos

15.1 Overview

Buyers are responsible for inspecting delivered or collected items promptly and reporting any issues within the designated timeframes.

15.2 Inspection and Confirmation

Buyers must inspect items immediately upon delivery or pickup. For courier deliveries, buyers have 72 hours from delivery confirmation to raise any dispute.

For PIN pickups, once the buyer gives their PIN to the seller, the transaction is legally completed and no dispute window applies.

15.3 Unboxing Video (Encouraged)

SilentSale® strongly encourages buyers to record a short unboxing video when opening parcels. The video should begin before opening the package and must clearly show:

15.4 Handling Returns

If SilentSale authorises a return, the buyer must post the item so the courier's first tracking scan occurs within 72 hours of the return label being issued, using the SilentSale return label. Buyers must package returns securely to avoid additional damage.

15.5 Communication & Conduct

Buyers must communicate respectfully and only through SilentSale's in-app messaging system. Harassment, pressure tactics, or attempts to negotiate off-platform are prohibited.

15.6 No-Show at Pickup

If a buyer fails to attend a scheduled PIN pickup within 48 hours, the transaction is cancelled automatically and the buyer's Shared-Protection fee is non-refundable. Boot Sale PIN Pickups must be completed by the deadline shown in the app, currently 24 hours after the event ends.

15.7 Fraudulent or Abusive Behaviour

Buyers found to be filing false disputes, claiming non-delivery on delivered parcels, or reusing tracking numbers may face account penalties or permanent suspension.

16. Community Standards & Secure Communication

16.1 Overview

SilentSale is a community-driven marketplace built on trust, fairness, and mutual respect. All users must follow these Community Standards to ensure safe and enjoyable trading for everyone.

16.2 General Conduct

Users must always act respectfully and responsibly toward one another. Harassment, bullying, discrimination, threats, or abusive language are strictly prohibited.

16.3 Secure Communication

All communication between buyers and sellers must occur within SilentSale's in-app chat system to ensure safety and traceability. Users must not share or request personal contact details.

16.4 Prohibited Behaviour

The following behaviours are prohibited:

16.5 Feedback Integrity

Feedback must reflect genuine transaction experiences. Users may not exchange fake reviews, retaliate with negative feedback, or use reviews to harass others.

16.6 Reporting Misconduct

Users can report inappropriate messages, listings, or behaviour using the in-app reporting tools. Reports are confidential and reviewed by SilentSale's Trust & Safety team.

17. Feedback, Ratings & Automatic Reviews

17.1 Overview

SilentSale's feedback system is designed to promote trust and transparency between users. Feedback allows buyers and sellers to evaluate one another based on real experiences.

17.2 Feedback Eligibility

Feedback may only be left after a transaction has been completed. Both buyer and seller have the opportunity to leave feedback for each other. Each party has seven (7) calendar days from completion to leave feedback. Feedback cannot be left while an active dispute is open on the transaction.

17.3 Feedback Visibility Delay

Feedback from both parties remains hidden until both have submitted their reviews or after 72 hours, whichever comes first. This delay prevents retaliatory feedback and ensures fairness.

17.4 Feedback Guidelines

Feedback must:

17.5 Automatic Feedback

SilentSale may issue automatic feedback where a user fails to leave a review within seven (7) calendar days of completion:

17.6 Feedback Abuse & Manipulation

Attempting to manipulate feedback through fake accounts, review exchanges, or coordinated patterns is strictly prohibited.

Feedback can only be left by the actual parties to a completed transaction — the primary safeguard against fake reviews. Incentivised feedback (given in exchange for payment, discounts, or other benefits) is not permitted and will be removed when identified.

18. Trust & Safety Monitoring

18.1 Overview

SilentSale continuously monitors platform activity to maintain a safe and fair environment for all users. This monitoring combines automated detection systems and human review.

18.2 Automated Monitoring

SilentSale employs automated monitoring to detect unusual or fraudulent activity on the platform. Detected suspicious activity may trigger additional verification, holds, or temporary restrictions at SilentSale's sole discretion. SilentSale reserves the right to take immediate action — including account suspension — where it reasonably believes fraudulent or abusive activity has occurred.

18.3 Manual Review

SilentSale's Trust & Safety team manually reviews flagged accounts or transactions. Reviews may include verification of identity, examination of chat messages, and review of payment data.

18.4 Account Restrictions

Based on findings, SilentSale may apply temporary or permanent restrictions, including suspension of listings, freezing of balances, withholding payouts, or full account suspension.

18.5 Enforcement & Penalties

Depending on the severity of a violation, SilentSale may issue warnings, temporarily limit privileges, permanently ban an account, forfeit funds linked to fraud, or refer cases to law enforcement.

18.6 Cooperation and User Obligations

Users must cooperate fully with SilentSale during investigations. Requested evidence or documents must be provided within stated timeframes.

18A. Communications, Notifications & Marketing Preferences

18A.1 Three Categories

SilentSale sends three categories of communications: Essential messages (order, payment, delivery, dispute, security and terms-change notices), Activity alerts (factual updates about your own items, offers, saved listings and messages), and Marketing communications (features, recommendations and promotions).

18A.2 Essential Messages

Essential messages are required to operate your account or by law, so you cannot opt out of them while you hold an account.

18A.3 Activity Alerts

Activity alerts cover only your own activity and can each be switched on or off in your notification settings. They state only genuine, current activity — SilentSale does not fabricate viewer counts, scarcity or deadlines.

18A.4 Marketing Communications

Marketing emails, SMS or push notifications are sent only where you have opted in or where the law otherwise permits. Every marketing email contains an unsubscribe link; withdrawal takes effect within 48 hours and never affects Essential messages.

18A.5 Channels & Delivery of Notices

Communications may arrive by email, in-app notification, push notification, SMS or other reasonable means. An emailed notice is deemed received 24 hours after sending; an in-app notice when posted. Electronic acceptance (tapping "accept" or "agree") has the same effect as a signature.

18A.6 Your Contact Details

Keep the email address and contact details on your account up to date. SilentSale is not liable for a missed notice caused by inaccurate or outdated details.

18A.7 Frequency & Fairness

Reasonable frequency limits apply to alerts and marketing. SilentSale is not obliged to send any particular alert — do not rely on an alert (for example a price change or offer expiry) to protect your interests in a transaction.

18B. Illegal Content & Online Safety

18B.1 Our Duties

SilentSale is a user-to-user service under the Online Safety Act 2023 and takes proportionate measures to protect users from illegal content and activity — including fraud, the sale of prohibited or illegal goods, harassment, threats, hate offences, terrorism content, and child sexual exploitation and abuse content. Measures include automated screening of listings, media and chat, human review by the Trust & Safety team, restrictions on off-platform contact and payment, and identity and payment verification. SilentSale carries out and keeps under review illegal-content risk assessments.

18B.2 Reporting Illegal Content

Anyone — including people without an account — can report content or behaviour through the in-app reporting tools or by contacting support. Reports of illegal content are prioritised, and content assessed as illegal is removed swiftly. Where required, SilentSale reports relevant content to law enforcement.

18B.3 Complaints & Appeals

If SilentSale removes your content or restricts your account, you will be told what action was taken and, unless the law prevents it, why. You can appeal enforcement action against you — or a decision not to act on a report you made — via in-app support. Complaints are reviewed by a human, and outcomes are communicated with reasons.

19. Account Termination & Suspension

19.1 Overview

SilentSale reserves the right to suspend, restrict, or terminate user accounts at any time to protect platform integrity and user safety.

19.2 Grounds for Restriction or Termination

Accounts may be restricted or terminated for:

19.3 Effects of Suspension

When an account is suspended, listings may be hidden, balances frozen, and chat/dispute tools disabled.

19.4 Permanent Termination

Permanent termination may occur after repeated breaches, verified fraud, or serious misconduct. Termination results in permanent account closure and loss of platform access.

19.5 Balance Handling

Legitimate funds in the Balance may be released to the verified bank account after KYC checks. Funds connected to fraudulent or disputed transactions may be frozen or forfeited.

19.6 User-Initiated Account Closure

Users can request account closure via the app or by contacting SilentSale Support. Before closure, all pending transactions and balances must be settled.

19.7 Appeals

Users may appeal suspensions or terminations by submitting a formal request via the SilentSale Support Inbox within 14 days of notification.

20. Governing Law & Limitation of Liability

20.1 Governing Law

These Terms are governed by and construed in accordance with the laws of England and Wales. As a consumer you may bring a claim in the courts of England and Wales or, if you live in Scotland or Northern Ireland, in the courts of the part of the UK where you live — and proceedings against you may only be brought there. If you have a complaint, contact SilentSale support first so we can try to resolve it with you.

20.2 Relationship Between Users and SilentSale

SilentSale is a consumer-to-consumer (C2C) marketplace. It is not a retailer, reseller, or contracting party in any sale. All contracts for the sale of goods are formed directly between the buyer and the seller. Nothing in these Terms creates any partnership, agency, joint venture, or employment relationship between any user and SilentSale.

SilentSale's role is limited to:

20.3 Limitation of Liability

SilentSale provides its services "as is" and "as available." SilentSale's total liability to any user shall not exceed the total transaction amount or £500, whichever is lower.

SilentSale is not liable for:

20.4 Force Majeure

SilentSale shall not be liable for any delay or failure to perform obligations due to circumstances beyond its reasonable control, including natural disasters, acts of war, network outages, or supplier disruptions.

20.5 No Warranty

SilentSale makes no warranties regarding the authenticity, quality, or legality of items listed by users. As a C2C platform, SilentSale does not pre-screen or authenticate all listings.

20.6 Entire Agreement

These Terms, along with the Privacy Policy and incorporated platform rules, constitute the entire agreement between SilentSale Ltd and its users.

20.7 Your Statutory Rights

Nothing in these Terms affects your statutory rights as a consumer (including under the Consumer Rights Act 2015), and nothing excludes or limits SilentSale's liability for death or personal injury caused by its negligence, for fraud, or for any other liability that cannot be excluded by law. The limitations above apply only to the extent permitted by applicable law.

20.8 Assignment

SilentSale may transfer its rights and obligations under these Terms to another company (for example on a merger, acquisition, or restructuring) with at least 15 days' notice; the transfer will not reduce your rights, and you may close your account before it takes effect. You may not transfer your account or your rights under these Terms to anyone else.

20.9 No Waiver, Survival & Third-Party Rights

If SilentSale does not enforce a provision, or delays enforcing it, that is not a waiver — waivers must be expressly given in writing. Provisions that by their nature should continue after your account closes (amounts owed, the media licence, indemnities, intellectual property, and this Section 20) survive. Except for companies in SilentSale's corporate group, no one other than you and SilentSale Ltd may enforce these Terms under the Contracts (Rights of Third Parties) Act 1999.

Effective Date: 1 October 2026

Company: SilentSale Ltd (Company Number: 16457502)

Contact: legal@silentsale.co.uk

Address: 3rd Floor, 86-90 Paul Street, London EC2A 4NE, United Kingdom