Platform Credit Terms

The Social Selling Company Limited
71-75 Shelton Street
London
WC2H 9JQ
United Kingdom
E: [email protected] W: https://socialselling.co.uk

Effective from: 15 October 2026. For existing members, these Terms apply from the date you accept them. Applies to Platform Credits and Additional Attendees bought on or after this date, and to Included Allowances granted on or after it.

These Terms replace the Platform Credit Terms effective 1 November 2025.

1. Scope and status

1.1 These Terms govern how Platform Credits and the Webinar Attendee Allowance are granted, bought, used, expire and are redeemed on socialselling.co.uk, silla.co and their subdomains.

1.2 They apply in addition to the Subscription Terms and Conditions, the Platform Terms of Use and the Payment Policy. If there is a conflict about Platform Credits or the Webinar Attendee Allowance, these Terms prevail. On every other matter the Subscription Terms and Conditions prevail.

1.3 These Terms apply to business customers only. Clause 4 of the Subscription Terms and Conditions applies, so sole traders are business customers.

1.4 Buying Purchased Credits or Additional Attendees is an Add-on under the Subscription Terms and Conditions. The contract for the purchase is formed when we send confirmation of it, including by email or as a receipt in the Billing section of your Silla account.

1.5 Services you redeem with Platform Credits are delivered under these Terms and clause 15 of the Subscription Terms and Conditions. Our Consulting Terms of Sale apply only to work agreed under a signed Statement of Work or an order that says it is made under those terms.

2. Definitions

• Additional Attendees: Webinar Attendees you buy separately from your Subscription.
• Billing Cycle: the recurring period for which your Subscription fee is charged.
• Included Allowance: Platform Credits, or Webinar Attendees, granted as part of your Subscription for each Billing Cycle.
• Plan Usage: the page in your Silla account that shows your balances, usage and reset dates.
• Platform Credits: AI Tokens, Support Credits and Support Calls, each as described in Schedule 1.
• Purchased Credits: Platform Credits you buy separately from your Subscription fee (top-ups).
• Redeem: use Platform Credits to request an eligible service or feature.
• Webinar Attendee Allowance: the number of Webinar Attendees included in your Subscription for each Billing Cycle, as described in Schedule 1. A Webinar Attendee is a person who attends a live webinar you host on the platform. Each person is counted once per webinar session, and people who register but do not attend are not counted.

3. What Platform Credits are

3.1 Platform Credits give you a limited contractual right to request eligible services and features within the platform. They are not stored value, electronic money, property or a financial product.

3.2 Platform Credits have no cash or monetary value. They cannot be exchanged for cash, transferred, resold, assigned or redeemed outside the platform, and they cannot be shared outside your business.

4. Included Allowances

4.1 Your plan sets the Included Allowance of each type of Platform Credit and of Webinar Attendees. Plan Usage shows the amounts and the date they reset.

4.2 Included Allowances are granted at the start of each Billing Cycle. Anything unused expires at the end of that Billing Cycle. It does not roll over and has no cash value.

4.3 If you move to a lower plan, the lower Included Allowance applies from the start of your next Billing Cycle.

5. Purchased Credits

5.1 You can buy Purchased Credits at any time through "Buy more" in your Silla account, at the price shown at checkout. We do not top up Platform Credits automatically. The only automatic charge is overage billing for AI Tokens, Webinar Attendees and extra Contacts under clause 11 and Schedule 1, and only if you have turned it on.

5.2 Purchased Credits expire on the earlier of (a) 12 months after the date of purchase, unless the order page says otherwise, and (b) the date your membership ends, as set out in clause 9. Expired credits are removed automatically and cannot be reinstated except at our sole discretion.

5.3 Purchased Credits can be used only while your Subscription is active (see clause 9) and only by you and the people you authorise to use your Silla account.

5.4 We will state at checkout that Purchased Credits expire when your membership is cancelled or otherwise ends, and that unused Purchased Credits are reinstated if you start a new Subscription within 90 days.

6. Order of use

6.1 Included Allowance is used before Purchased Credits. Within Purchased Credits, those expiring soonest are used first.

6.2 Plan Usage shows your total balance and how much of it comes from top-ups.

7. Redeeming Platform Credits

7.1 You can Redeem Platform Credits only for services and features made available in the platform at the time. The number of credits a service needs is shown in Schedule 1 or at the point of redemption.

7.2 We may change the number of credits a service needs, add or remove eligible services, or change the price of Purchased Credits. Changes apply to redemptions and purchases made after the change takes effect. We will give at least 30 days' notice of any change that makes a service cost more credits or removes an eligible service. A change never reduces the number of credits already in your balance. If we withdraw every service a type of Purchased Credit can be redeemed for, clause 9.3 applies.

7.3 Availability of services may vary with demand, scheduling capacity, staffing and operational needs. We may refuse a redemption where reasonably necessary. A refused redemption does not use any credits.

7.4 Support Calls are for standard one-to-one calls and reviews. Clause 15 of the Subscription Terms and Conditions applies, so rescheduling needs at least 24 hours' notice and a missed call is treated as used.

7.5 AI Tokens are used when a request is processed, whether or not you use the output. Clause 9 of the Subscription Terms and Conditions and clause 7 of the Platform Terms of Use apply to AI output.

8. Usage records

8.1 We keep records of credits granted, redeemed and expired, and of bookings, attendance and access to services. Plan Usage shows your balances.

8.2 In a dispute, including a billing dispute or chargeback, these records are prima facie evidence of your balance and that the services were made available to you.

9. Ending your Subscription, termination and refunds

9.1 When you cancel, you can keep using your Included Allowances and Purchased Credits until the end of the billing period current when you cancel, as set out in clause 17 of the Subscription Terms and Conditions. They expire at the end of that period.

9.2 Purchased Credits and Additional Attendees expire when your membership ends (the end of the billing period current when you cancel, or the date we end your Subscription). This applies whether you cancel or we end your Subscription for your breach under clause 18 of the Subscription Terms and Conditions. If you start a new Subscription within 90 days after your membership ended, we will reinstate the unused balance of Purchased Credits you held when it ended, except any that would have expired under clause 5.2(a) in the meantime. Included Allowances, Additional Attendees and credits we granted to you free of charge are not reinstated. After 90 days, expired credits are not reinstated except at our sole discretion. Clause 9.3 sets out when you are entitled to a refund instead.

9.3 We will refund the price you paid for unused Purchased Credits and Additional Attendees, calculated at the price you paid for each, if:

• we stop providing your Subscription, or the services a type of Purchased Credit can be redeemed for, for reasons unrelated to your breach;
• we end your Subscription other than for your breach; or
• you cancel under clause 19 of the Subscription Terms and Conditions after we suspended your access for not accepting a material change to those terms.

9.4 Clause 9.3 is the refund entitlement referred to in clause 7 of the Payment Policy. Otherwise Platform Credits are non-refundable, except where required by law.

9.5 Moving to a lower plan does not affect Purchased Credits.

10. Suspension and chargebacks

10.1 While your access is suspended under the Subscription Terms and Conditions or the Payment Policy, you cannot Redeem Platform Credits. Expiry dates keep running and are not extended.

10.2 If a payment for Purchased Credits fails, is reversed or is charged back, we may remove those credits and recover the cost of any already redeemed, in line with clauses 5 and 6 of the Payment Policy.

11. Automatic overage billing

11.1 Schedule 1 explains automatic overage billing for AI Tokens, Webinar Attendees and extra Contacts. It runs for a type only if you have turned it on for that type in Plan Usage. By turning it on you authorise us to add each overage charge for AI Tokens or Webinar Attendees incurred while the setting is on to your next Subscription invoice, at the rate set by your plan and shown next to the setting, and to collect it from the payment method on file for that invoice on the invoice's usual terms, without asking you to approve each charge. For extra Contacts you authorise the charge for each extra block as set out in paragraph 4 of the overage billing rules in Schedule 1. The authorisation continues until you turn the setting off.

11.2 We may extend overage billing to other types of Platform Credit. We will give at least 30 days' notice, and it will apply to a type only once you have turned it on for that type.

12. Confidentiality of calls and reviews

12.1 We keep confidential the information you share with us on a Support Call, review or support request. We use it to provide the service, for quality assurance and training of our own team, and as set out in clause 10 of our Privacy Policy. We will not use a recording of your Support Call or review in marketing, or make it available to other members, without your permission. We may disclose information where the law requires it. This does not limit the usage records described in clause 8.

13. Fraud, abuse and misuse

13.1 We may suspend, remove, adjust or refuse Platform Credits where we reasonably believe they were obtained, used or redeemed fraudulently, abusively, in breach of these Terms, or to manipulate or misuse the platform. Serious misuse may lead to suspension or termination of access.

14. Liability

14.1 Clause 20 of the Subscription Terms and Conditions applies to these Terms, so there is one liability cap for the whole relationship.

14.2 Subject to clause 14.1, we are not liable for indirect or consequential loss from the use, expiry or inability to redeem Platform Credits. Nothing in these Terms limits liability that cannot lawfully be limited.

15. Changes to these Terms

15.1 Clause 19 of the Subscription Terms and Conditions applies. A change to expiry or refund rules applies only to Platform Credits and Additional Attendees bought or granted after the change takes effect.

16. Prices and VAT

16.1 Prices exclude VAT. Clause 8 of the Payment Policy applies.

17. Law and jurisdiction

17.1 These Terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction.

Schedule 1: credit types

Prices and credit costs are shown on screen when you buy, redeem or switch a setting on.

AI Tokens

• What it covers: Silla AI Features that generate or suggest content, such as written copy and recommendations.
• How it is used up: Deducted for each successful AI request, according to the tokens it uses, as shown in Plan Usage. A request that fails is not deducted.
• Included Allowance: Set by your plan. Resets each Billing Cycle, no rollover.
• Top-ups: Purchased Credits, 12 months from purchase or until your membership ends, if sooner.

Support Credits

• What it covers: Support requests you raise as tickets in the platform, to get help from the Silla team with your business growth.
• How it is used up: The number of credits shown when you redeem.
• Included Allowance: Set by your plan. Resets each Billing Cycle, no rollover.
• Top-ups: Purchased Credits, 12 months from purchase or until your membership ends, if sooner.

Support Calls

• What it covers: Standard one-to-one calls and reviews with the Silla team. Not Statement of Work consulting.
• How it is used up: One Support Call for each call booked. At least 24 hours' notice to reschedule. A missed call is used.
• Included Allowance: Set by your plan, and none on some plans. Resets each Billing Cycle, no rollover.
• Top-ups: Purchased Credits, 12 months from purchase or until your membership ends, if sooner.

Webinar Attendees

• What it covers: Capacity to host attendees on live webinars, as set out below. Not a Platform Credit.
• How it is used up: Each person who attends a live webinar, counted once per webinar session, within a Billing Cycle.
• Included Allowance: Set by your plan. Resets each Billing Cycle, no rollover.
• Top-ups: Additional Attendees, or overage billing below.

Overage billing for AI Tokens, Webinar Attendees and Contacts

1. The Webinar Attendee Allowance is capacity, not a Platform Credit. The 12-month expiry in clause 5.2 does not apply to it. Additional Attendees expire at the end of the Billing Cycle in which you buy them.
2. When your Included Allowance and any Purchased Credits or Additional Attendees are used up and overage billing is off for that type, no more can be used until your allowance resets or you buy more.
3. When overage billing is on for a type, each unit beyond your allowance is charged plus VAT at the rate set by your plan. If your plan sets no rate for a type, overage is not available for it and the limit stays a hard stop. The rates are shown next to the setting in Plan Usage.
4. Overage is recorded as you incur it and added to your regular Subscription invoice when the Billing Cycle in which you incurred it ends. It is collected from the payment method on file with that invoice. We make a receipt for each charge available in the Billing section of your Silla account. If a charge fails, clause 4 of the Payment Policy applies. Extra Contacts work differently. When you pass your plan's contact limit with the setting on, you buy an extra block of contacts at the price shown when you switch it on. The part month to your next billing date is charged to your payment method straight away, and the block then renews with your Subscription until you cancel it like any other Add-on. If that payment fails, the block is not added and the limit stays a hard stop.
5. Overage billing is your choice. You turn it on or off for each type in Plan Usage. It is off until you turn it on. Turning it off applies to usage after that point. Charges already incurred remain payable.
6. We will give at least 30 days' notice of a change to the overage rate, as clause 5 of the Subscription Terms and Conditions provides for price changes.

Last updated: 15 October 2026