Sailia's Terms and Conditions

Last updated: July 2026

These Terms and Conditions (the "Terms") are a legal agreement between Sailia Limited, a company registered in England and Wales with its registered office at Senna Building, Gorsuch Place, London E2 8JF ("Sailia", "we", "us", "our") and the business or organisation that registers for or uses the Sailia platform ("you", "your", the "Customer").

By creating an account or using the Sailia platform, you agree to these Terms. If you are accepting on behalf of an organisation, you confirm that you have authority to bind that organisation. If you do not agree to these Terms, you must not use the platform.

1. Definitions

1.1 "Platform" means Sailia's software-as-a-service platform, including booking, payments, waivers, staffing, point of sale, memberships, CRM, reporting, and related tools, together with any associated websites, APIs, and applications.

1.2 "Customer" means the business or organisation that holds a Sailia account, such as an activity operator, venue, attraction, tour operator, or other experience business.

1.3 "End User" means an individual who books, purchases, or participates in activities or services offered by a Customer through the Platform.

1.4 "Customer Data" means all data submitted to or generated on the Platform by or on behalf of the Customer or its End Users, including booking records, waivers, and contact details.

1.5 "Fees" means the fees described in clause 5.

2. The Service

2.1 Sailia provides an operating system for experience businesses. The Platform enables Customers to manage bookings, payments, waivers, staff, customers, memberships, point of sale, and reporting in one place.

2.2 The Platform is designed for use by experience businesses, including activity operators, venues, attractions, tour operators, and similar organisations.

2.3 The Platform is a business-to-business service. It is intended for use by organisations and individuals acting in the course of business, and by their authorised staff.

2.4 The Platform must be used in connection with paid bookings or transactions unless otherwise agreed with Sailia in writing. This ensures the Platform is used for its intended purpose.

2.5 We may improve, update, or add features to the Platform at any time. We will not materially reduce the core functionality of the Platform during your use of it without reasonable notice.

3. Accounts

3.1 To use the Platform you must register for an account and provide accurate, complete information, keeping it up to date at all times.

3.2 You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account. You must notify us immediately at info@sailia.com if you become aware of any unauthorised use of your account.

3.3 You are responsible for ensuring that your staff and other authorised users comply with these Terms.

3.4 We may use third-party services, including identity verification through our payment provider, to verify registration information.

4. Acceptable Use

4.1 You must comply with all applicable laws and regulations in your use of the Platform, including consumer protection, health and safety, and data protection law applicable to your business.

4.2 You must not use the Platform:

(a) for any unlawful, fraudulent, or deceptive purpose;

(b) to upload or transmit content that is unlawful, defamatory, obscene, or infringes the rights of any third party;

(c) to interfere with or disrupt the integrity or performance of the Platform;

(d) to attempt to gain unauthorised access to the Platform or its related systems; or

(e) to copy, resell, or sublicense the Platform except as expressly permitted by these Terms or a separate written agreement.

4.3 You are solely responsible for the activities, services, and products you offer to End Users, including their safety, quality, legality, and delivery. Sailia is a software provider and is not a party to the contract between you and your End Users.

5. Fees and Payment

5.1 The Fees applicable to your use of the Platform are as agreed between you and Sailia in writing (for example in an order form, proposal, or onboarding communication) or as otherwise notified to you when you sign up. Fees may include platform fees, booking fees applied at checkout, and payment processing fees, and may vary between Customers.

5.2 Where Fees are invoiced, they are invoiced monthly in arrears unless otherwise agreed.

5.3 Card and other electronic payments are processed by Stripe. Your use of payment services is also subject to the Stripe Connected Account Agreement and Stripe's terms of service. You authorise Sailia and Stripe to deduct applicable Fees from transaction proceeds or to charge your nominated payment method.

5.4 Invoiced Fees are payable within 14 days of the invoice date. We may suspend access to the Platform if invoiced Fees remain unpaid 30 days after the due date, having first given you notice and a reasonable opportunity to pay.

5.5 If you wish to dispute a charge, you must notify us in writing within 30 days of the charge. We will investigate promptly and issue a credit or refund where a billing error has occurred.

5.6 All Fees are exclusive of VAT and other applicable taxes, which will be added where required.

5.7 We may change our Fees or introduce new fees by giving you at least 30 days' written notice. If you do not accept a fee change, you may terminate your account before the change takes effect.

6. Intellectual Property

6.1 Sailia and its licensors own all intellectual property rights in the Platform, including its software, design, and content (excluding Customer Data). No rights are granted to you other than the right to use the Platform in accordance with these Terms.

6.2 You retain all rights in Customer Data. You grant Sailia a non-exclusive, worldwide, royalty-free licence to host, use, reproduce, and display Customer Data solely to the extent necessary to provide, maintain, secure, and improve the Platform and to comply with law.

6.3 You are responsible for Customer Data you or your users upload, and you warrant that you have the rights and permissions necessary to upload it and that it does not infringe any third-party rights or applicable law.

6.4 We may remove or disable access to content that we reasonably believe breaches these Terms or applicable law.

6.5 You grant Sailia the right to use your name and logo to identify you as a customer in our marketing materials. You may withdraw this permission at any time by writing to info@sailia.com.

6.6 Any feedback or suggestions you provide about the Platform may be used by Sailia without restriction or obligation.

7. Data Protection

7.1 Each party will comply with applicable data protection legislation, including the UK GDPR and the Data Protection Act 2018.

7.2 Where Sailia processes End User personal data on your behalf (for example, booking and waiver data), Sailia acts as your data processor and you act as the data controller. Such processing is governed by our Data Processing Addendum, which forms part of these Terms and is available on request from info@sailia.com.

7.3 Where Sailia determines the purposes and means of processing (for example, your account and billing information, and website analytics), Sailia acts as a data controller as described in our Privacy Policy.

7.4 Where your activities involve End Users under 18, you are responsible for obtaining any necessary parental or guardian consents and for complying with any safeguarding obligations that apply to your business.

7.5 Sailia may use data processed through the Platform to produce aggregated and anonymised insights, as described in our Privacy Policy. These insights will not identify individual End Users.

8. Data Export, Retention, and Deletion

8.1 You may export your Customer Data at any time during the term of these Terms using the tools provided within the Platform, or by requesting an export from us.

8.2 Following termination of your account for any reason, we will make your Customer Data available for export for 30 days. After this period we will delete or anonymise Customer Data, except where retention is required by law or for the establishment, exercise, or defence of legal claims.

8.3 You are responsible for retaining copies of any records you are required to keep by law, including waiver and safety records, beyond the retention period above.

9. Availability and Support

9.1 We will use reasonable endeavours to make the Platform available at all times, excluding planned maintenance (of which we will give reasonable notice where practicable) and circumstances beyond our reasonable control.

9.2 Support is available by email at info@sailia.com. We aim to respond promptly during UK business hours.

10. Suspension and Termination

10.1 You may terminate your account at any time by giving us written notice.

10.2 We may suspend or terminate your account:

(a) immediately, if you materially breach these Terms and (where the breach is capable of remedy) fail to remedy it within 14 days of written notice;

(b) immediately, if required by law, by a regulator, or by our payment provider;

(c) immediately, if we reasonably suspect fraud, unlawful activity, or a security risk associated with your account; or

(d) for convenience, on at least 60 days' written notice.

10.3 On termination, your right to use the Platform ends, any accrued Fees become immediately payable, and clause 8 applies to your Customer Data.

10.4 Clauses which by their nature should survive termination will do so, including clauses 6, 7, 8, 11, 12, and 14.

11. Warranties and Disclaimers

11.1 Each party warrants that it has the authority to enter into these Terms.

11.2 Except as expressly set out in these Terms, the Platform is provided "as is" and all other warranties, conditions, and terms implied by statute or common law are excluded to the fullest extent permitted by law.

11.3 We do not warrant that the Platform will be uninterrupted or error-free, or that it will meet your specific requirements.

12. Liability

12.1 Nothing in these Terms excludes or limits either party's liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under English law.

12.2 Subject to clause 12.1, neither party will be liable for loss of profits, loss of sales or business, loss of anticipated savings, loss of goodwill, loss or corruption of data (except as provided in clause 8), or any indirect or consequential loss.

12.3 Subject to clauses 12.1 and 12.2, Sailia's total aggregate liability arising out of or in connection with these Terms in any 12-month period will not exceed the greater of (a) the total Fees earned by Sailia in respect of your account in the 12 months preceding the claim, and (b) £5,000.

12.4 You will indemnify Sailia against claims, losses, and reasonable costs arising from (a) the activities, services, or products you provide to End Users, (b) your breach of applicable law, or (c) Customer Data that infringes third-party rights, except to the extent caused by Sailia's breach of these Terms.

13. Force Majeure

13.1 Neither party will be liable for any delay or failure to perform its obligations (other than payment obligations) caused by events beyond its reasonable control, including acts of God, natural disasters, epidemics, government action, power or telecommunications failures, or failures of third-party providers.

14. Changes to These Terms

14.1 We may update these Terms from time to time. For material changes, we will give you at least 30 days' notice by email or through the Platform before the changes take effect.

14.2 If you do not accept a material change, you may terminate your account before the change takes effect. Your continued use of the Platform after the effective date constitutes acceptance of the updated Terms.

14.3 Non-material changes (such as clarifications or corrections) take effect on posting.

15. General

15.1 Entire agreement. These Terms, together with the Privacy Policy, Cookie Policy, Data Processing Addendum, and any written order or agreement signed by both parties, constitute the entire agreement between the parties and supersede all prior agreements relating to their subject matter. In the event of conflict, a signed written agreement takes precedence over these Terms.

15.2 Assignment. Neither party may assign these Terms without the other's prior written consent, except that either party may assign them to a successor in connection with a merger, acquisition, or sale of substantially all of its assets or business.

15.3 Severability. If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions remain in full force, and the parties will negotiate in good faith a replacement provision that achieves the original intent.

15.4 Waiver. No failure or delay in exercising any right under these Terms is a waiver of that right. A waiver is only effective if in writing.

15.5 Third-party rights. These Terms do not confer any rights on any third party under the Contracts (Rights of Third Parties) Act 1999.

15.6 Notices. Notices to Sailia should be sent to info@sailia.com or to our registered office. Notices to you will be sent to the email address on your account.

15.7 Governing law and jurisdiction. These Terms and any dispute arising out of or in connection with them are governed by the laws of England and Wales, and the parties submit to the exclusive jurisdiction of the courts of England and Wales.

16. Contact

Sailia Limited Senna Building, Gorsuch Place, London E2 8JF Email: info@sailia.com