Terms of Service
Last updated: 3 September 2026
These Terms of Service ("Terms") govern your use of thesilkroad.app and the concierge services provided through it (the "Service"). The Service is operated by Silk Road ("we", "us"). By creating an account or placing an order you agree to these Terms.
1. What we do
Silk Road is a concierge platform. On your instruction we carry out tasks inside the People's Republic of China on your behalf, such as consultations, procurement quotes, errands and on-site visits, price comparisons, and purchasing with consolidation and shipping. We act as your agent; we are not the manufacturer or seller of goods we purchase for you.
2. Legal and compliant tasks only
We only accept tasks that are legal and compliant both in China and in your country of residence. We may decline, pause or cancel any request that we reasonably believe is illegal, involves restricted or counterfeit goods, infringes intellectual property, requires licences we do not hold, or would put our staff at risk. Requests cancelled for these reasons are not charged.
3. Accounts
You must provide accurate contact details and keep your password confidential. You are responsible for activity under your account. We may suspend accounts that provide false information or abuse the Service.
4. Orders, quotes and acceptance
- A consultation order is confirmed when you accept the consultation fee shown at checkout (minimum US$100).
- For all other order types, submitting a request is free. We review it and send you a written quote covering our service fee and, where applicable, the estimated cost of goods, shipping and duties. Work starts only after you accept the quote.
- Quotes are valid for 7 days unless stated otherwise. Costs of goods, freight and duties are estimates until incurred; we will tell you before exceeding an accepted quote by more than 10%.
5. Payment
Fees are quoted in US dollars unless stated otherwise. Online payments are processed by Creem as merchant of record: Creem appears as the seller on your receipt, collects any applicable VAT or sales tax, and supports cards, Alipay, WeChat Pay, Apple Pay and Google Pay. Payment is due before work starts, or in the milestones set out in the quote. Where we purchase goods for you, the purchase price is payable in advance. Bank charges and currency conversion costs are borne by the payer.
6. Delivery, customs and risk
For shipped goods, we arrange export from China and hand the parcel to the carrier. Import duties, taxes and customs clearance in the destination country are your responsibility unless the quote says otherwise. Risk in goods passes to you when the carrier accepts the parcel; we assist with claims against carriers where possible.
7. Cancellations and refunds
Cancellations and refunds are handled under our Refund Policy, which forms part of these Terms.
8. Our responsibilities and limits
We will perform tasks with reasonable care and skill and keep you informed. Because we rely on third-party suppliers, carriers and authorities, we cannot guarantee outcomes, timelines or the availability or quality of goods. To the fullest extent permitted by law, our total liability for any order is limited to the service fee you paid for that order, and we are not liable for indirect or consequential losses. Nothing in these Terms limits liability that cannot be limited by law.
9. Your responsibilities
You must give us accurate, complete instructions and any documents or approvals needed for the task, respond to our questions promptly, and ensure that goods you ask us to buy may lawfully be imported into your country.
10. Intellectual property
Reports and documents we prepare for you may be used for your own business purposes. The website, its design and artwork remain our property.
11. Privacy
We process personal data as described in our Privacy Policy.
12. Changes and termination
We may update these Terms; the current version is always available on this page and material changes will be announced on the website. Either party may close the account at any time; orders already accepted will be completed or refunded under the Refund Policy.
13. Governing law and language
These Terms are governed by the laws of Singapore, without regard to conflict-of-law rules. Any dispute will first be addressed in good-faith negotiation; failing that, it will be submitted to the competent courts of Singapore. These Terms are written in English; translations are provided for convenience only and the English version prevails.