Refund & Cancellation Policy

1. About this Policy

This Refund & Cancellation Policy ("Policy") explains when a Buyer may cancel a Transaction, request a refund, or receive a refund for a professional service purchased from Playto, Inc. ("Playto", "we", "us", or "our").

This Policy forms part of the Playto Buyer Terms & Conditions. Capitalized terms not defined here have the meanings given in the Buyer Terms & Conditions.

Playto acts as the Merchant of Record and authorized reseller for Services purchased through Playto. Refunds for Transactions processed through Playto are therefore administered and issued by Playto, not directly by the Service Partner, unless Playto expressly authorizes otherwise.

Nothing in this Policy limits any right or remedy that cannot lawfully be waived.

2. Core Refund Principles

Professional services may be customized, delivered over time, billed in milestones, reserved in advance, or provided on a recurring basis. Refund eligibility therefore depends on the applicable Service Order, the work actually performed, the reason for the request, the evidence available, and applicable law.

Unless a Service Order gives the Buyer a more favorable right or applicable law requires otherwise:

1. amounts allocated to Services that were not provided may be refundable;
2. a partial refund may be appropriate where only part of the agreed Service was properly delivered;
3. amounts attributable to properly completed and accepted work are generally not refundable solely because the Buyer changes its mind;
4. where a material service issue can reasonably be corrected, Playto may offer a reasonable opportunity for correction or re-performance before determining the final remedy, unless delay would make that remedy ineffective or applicable law requires otherwise; and
5. Playto may issue a full or partial refund where Playto reasonably determines that a valid Transaction issue, payment error, fraud concern, inability to deliver, legal requirement, or payment-method requirement justifies that remedy.

3. Refund Terms Must Be Disclosed Before Payment

The applicable Service Order may contain Transaction-specific cancellation and refund terms, including:

• whether and how the Service may be cancelled;
• any notice period or minimum commitment;
• milestone-specific refund treatment;
• treatment of deposits or advance payments;
• treatment of work already performed;
• treatment of reserved capacity;
• specifically disclosed non-recoverable third-party costs;
• recurring billing cancellation terms;
• revision, cure, or re-performance procedures; and
• other conditions appropriate to the Service.

Playto may present this Policy and the applicable Transaction-specific terms through checkout, a payment link, invoice, Service Order, or another electronic acceptance flow.

Where Playto requires acceptance of this Policy or Transaction-specific refund terms, the Buyer may be required to acknowledge them before the Transaction is submitted.

If the Service Order is silent on a matter, this Policy applies.

Transaction-specific terms cannot remove a right that applicable law does not permit the parties to waive.

4. No General Change-of-Mind Refund Right

Business Buyers do not have a general right to cancel or obtain a refund merely because they change their mind after entering into a Transaction.

A refund or cancellation must instead be supported by the applicable Service Order, this Policy, a valid Transaction issue, or a right available under applicable law or payment-method rules.

Examples of potentially valid grounds include non-delivery, material non-conformity with the agreed Service Order, duplicate or incorrect charging, an effective cancellation right stated in the Service Order, unauthorized payment, fraud, or another remedy expressly provided by the applicable agreement or mandatory law.

Nothing in this section prevents Playto from issuing a refund on its own initiative where Playto reasonably considers that necessary to correct an error, address fraud or non-performance, comply with law or payment rules, or manage a material Transaction risk.

5. Cancellation Before Work Begins

Where cancellation before substantive work begins is permitted by the Service Order, this Policy or applicable law, Playto will determine the refund due for the affected Service, less any amount that lawfully represents:

1. work already properly performed;
2. a specifically disclosed and Buyer-approved non-recoverable third-party commitment;
3. a clearly disclosed and reasonable charge for capacity that was specifically reserved for the Buyer, where permitted by law; or
4. another amount that is properly earned under the Service Order.

Playto may request evidence from the Service Partner regarding work performed, capacity reserved, or commitments incurred.

6. Cancellation After Work Has Begun

Where cancellation after work begins is permitted by the Service Order, this Policy or applicable law, the Buyer may remain responsible for the portion of the Service properly performed or committed up to the effective cancellation date.

Where practical, Playto may determine a partial refund using:

• completed milestones;
• accepted deliverables;
• agreed time or units of work;
• objectively documented progress;
• specifically disclosed non-recoverable costs;
• reasonably reserved capacity where the Service Order clearly provides for it; and
• another objective measure stated in the Service Order.

Cancellation does not automatically entitle the Buyer to a refund of work already properly performed.

7. When a Cancellation Becomes Effective

A cancellation request is treated as received when it is recorded through a Playto cancellation flow or received by Playto at support@playto.so.

For a one-time Service, the Service Order may specify when cancellation becomes effective and what work or commitments remain payable.

For recurring Services, cancellation ordinarily stops future renewal or future billing after the applicable cancellation date. A clearly disclosed minimum commitment or notice period may continue to apply where lawful.

Playto will provide or make available confirmation of a recurring cancellation.

A cancellation request does not reverse a payment that was already validly initiated before the cancellation became effective.

8. Deposits and Advance Payments

A deposit or advance payment is not automatically non-refundable merely because it is described as a deposit.

Its refund treatment depends on the Service Order, work performed, commitments incurred, reserved capacity, and applicable law.

If the Service Order clearly states that part of a deposit compensates for defined work, specifically reserved capacity, or approved non-recoverable costs, Playto may treat the properly earned or committed portion as non-refundable where lawful and reasonable.

Any unearned portion remains subject to this Policy and the Service Order.

9. Milestone-Based Services

For milestone-based Services, each milestone may be reviewed separately.

A milestone that has been delivered and expressly accepted by the Buyer is strong evidence that the milestone was completed, subject to mandatory law, fraud, material misrepresentation, unauthorized payment, or a material defect that was not reasonably discoverable at acceptance.

A milestone that has not been delivered may be eligible for a refund of the amount allocated to that milestone.

A partially completed milestone may be eligible for a partial refund based on documented progress, the agreed allocation, and the applicable Service Order.

Buyer acceptance is evidence. It is not an automatic waiver of non-waivable rights or a conclusive bar to every later claim.

10. Service Not Delivered

A Buyer may request a refund or other remedy where the Service, or a material part of it, is not delivered by the agreed delivery date and the delay is not materially caused by the Buyer, an agreed change order, force majeure, or another circumstance addressed in the Service Order.

Where appropriate, Playto may first offer or permit a reasonable revised delivery date.

If the affected Service cannot be delivered within a reasonable revised period, Playto may:

• refund the undelivered portion;
• refund the entire affected Transaction where the delivered portion has no reasonable independent value;
• arrange replacement or re-performance; or
• agree another commercially reasonable remedy with the Buyer.

11. Service Materially Not as Agreed

A Buyer may request a remedy where a delivered Service materially fails to conform to the applicable Service Order.

Where the issue is reasonably capable of correction, Playto may provide a reasonable opportunity for correction or re-performance.

Playto need not require a cure where a cure would be impracticable, would materially defeat the purpose of the Service, would miss a time-sensitive requirement, or would conflict with a mandatory right.

If the issue is not corrected within a reasonable period, or correction is not reasonably possible, Playto may provide an appropriate remedy, including:

• re-performance;
• replacement;
• a price adjustment;
• a partial refund; or
• a full refund of the materially affected Service.

Minor differences that do not materially affect the agreed use, scope, or acceptance criteria do not automatically entitle the Buyer to a full refund.

12. Buyer Dependencies and Buyer-Caused Delay

Refund eligibility may be affected where delivery was prevented or materially delayed because the Buyer failed to provide an agreed dependency, including information, materials, access, feedback, approvals, credentials, personnel availability, or another item required by the Service Order.

Playto will consider whether the missing dependency actually caused the issue and whether reasonable notice was given to the Buyer.

A Buyer dependency does not excuse unrelated non-performance.

13. Scope Changes and Change Orders

A Buyer is not entitled to a refund merely because the Buyer requested work outside the agreed Service Order and that additional work was not provided.

Material scope changes should be documented through an updated Service Order or change order.

If Playto charges an additional amount without the authorization required for that amount, the unauthorized excess may be refunded.

14. Recurring Services and Retainers

A Buyer may cancel future recurring billing through the cancellation method made available by Playto or by contacting support@playto.so.

Unless the Service Order or mandatory law provides otherwise:

1. cancellation applies to future renewal or future billing from the effective cancellation date;
2. cancellation does not automatically refund a billing period that has already begun where the Service for that period has been properly provided or materially commenced;
3. an undelivered future billing period will not be charged after an effective cancellation;
4. a clearly disclosed minimum commitment or notice period may remain payable where lawful; and
5. if a recurring charge is processed after an effective cancellation contrary to the applicable authorization, Playto will investigate and, where appropriate, refund the affected charge.

The Playto Recurring Payment Terms contain additional rules for recurring Transactions.

15. Duplicate, Incorrect, or Unauthorized Charges

If Playto confirms that a Buyer was charged twice for the same payment obligation, Playto will refund or reverse the duplicate amount.

If Playto confirms that the Buyer was charged more than the amount properly authorized and due, Playto will correct the error and refund the excess amount.

A separate valid charge for another milestone, recurring period, change order, or Service is not a duplicate merely because the amount is similar.

If a Buyer believes a payment was unauthorized or fraudulent, the Buyer should contact Playto promptly and may also exercise rights available through the Buyer's financial institution or payment method.

Nothing in this Policy limits lawful payment-dispute rights.

16. Playto-Initiated Refunds

Playto may issue a full or partial refund without a Buyer request where Playto reasonably determines that a refund is appropriate because of circumstances including:

• a confirmed payment error;
• a duplicate Transaction;
• suspected or confirmed fraud;
• inability to deliver the Service;
• material non-performance;
• a material compliance or risk concern;
• an attempt to prevent an avoidable payment dispute or chargeback;
• a payment-method or network requirement;
• a legal requirement; or
• another material Transaction issue.

Playto may investigate before issuing the refund and may request information from the Buyer or Service Partner.

Where applicable sanctions or other law requires funds or property to be blocked or restricted rather than returned, Playto may be legally unable to issue an immediate refund.

17. Playto-Initiated Exceptional Refunds

The absence of a general change-of-mind right does not prevent Playto from issuing a full or partial refund on its own initiative.

Playto may do so where Playto reasonably determines that a refund is appropriate to:

• correct a payment or billing error;
• address confirmed or reasonably suspected fraud;
• address a failure or inability to deliver the affected Service;
• resolve a substantiated material Service issue;
• prevent duplicate recovery;
• comply with applicable law, sanctions requirements, or payment-method rules;
• manage a material payment, dispute, compliance, or reputational risk; or
• resolve another exceptional Transaction issue that Playto reasonably determines should result in a refund.

An exceptional refund is a decision by Playto about a particular Transaction. It does not create a general change-of-mind refund right or require the same outcome for another Transaction.

18. Amounts That May Be Non-Refundable

Subject to mandatory law and the Service Order, the following amounts may be non-refundable to the extent properly earned or incurred:

• properly completed and accepted milestones;
• customized work already properly performed;
• time or units already properly delivered under a time-based Service Order;
• specifically disclosed and Buyer-approved non-recoverable third-party costs;
• clearly disclosed and reasonable charges for specifically reserved capacity, where lawful;
• properly provided portions of a recurring service period; and
• other amounts that the Service Order clearly identifies as earned upon specified performance.

Playto will not characterize an amount as non-refundable solely to avoid a valid claim for non-delivery, material non-conformity, fraud, unauthorized payment, or another mandatory remedy.

19. How to Request a Refund or Cancellation

To request a refund or cancellation, use the available Playto transaction-management flow or contact:

support@playto.so

Include, where available:

• the Buyer name and company;
• Transaction or invoice reference;
• amount and currency;
• Service Partner or Service name;
• the reason for the request;
• the affected deliverable or milestone;
• relevant dates; and
• supporting information reasonably related to the request.

Do not send full card numbers, card security codes, passwords, one-time codes, or unrelated sensitive information by email.

20. Seven-Day Playto Resolution Window

Unless the applicable Service Order gives the Buyer a longer period, a Buyer should raise an ordinary refund, cancellation, or Service issue with Playto within seven calendar days of the relevant event.

For clarity:

1. for a duplicate, incorrect amount, or other ordinary billing error, the relevant event is the affected charge;
2. for a recurring payment issue, the relevant event is the affected recurring charge;
3. for non-delivery, the relevant event is the agreed delivery or milestone date;
4. for a Service alleged to be materially not as agreed, the relevant event is delivery of the affected Service or milestone, or the time the issue could reasonably have been identified;
5. for a cancellation right expressly stated in the Service Order, the deadline stated in that Service Order applies; and
6. for a Transaction involving future delivery, the seven-day period is not treated as expiring before the relevant agreed delivery or milestone date.

This seven-day period is Playto's standard direct-resolution window. It is intended to ensure that issues are raised while evidence is current and before Transaction proceeds are ordinarily treated as available for final Service Partner settlement.

A request submitted after the applicable seven-day period may be declined if no later right applies. Playto may nevertheless review a later request where the Service Order provides a longer period, the issue was not reasonably discoverable earlier, Playto identifies fraud or error, or applicable law or payment-method rules require or permit a later remedy.

This Policy does not shorten or waive a statutory, card-network, bank, payment-method, or other mandatory dispute right that cannot lawfully be shortened or waived.

21. Review Process and Evidence

Playto may review relevant evidence before deciding a refund request.

Evidence may include:

• the Service Order;
• invoice and payment record;
• scope and acceptance criteria;
• delivery records;
• milestone submissions;
• Buyer approvals or comments;
• revision requests;
• change orders;
• relevant project communications supplied to Playto;
• access or usage evidence where relevant;
• cancellation records;
• refund history; and
• other Transaction records reasonably relevant to the issue.

Playto may ask the Service Partner to respond, but Playto remains responsible for the buyer-side refund decision for a Transaction for which Playto is Merchant of Record.

22. Buyer Acceptance and Delivery Confirmation

Where a Buyer expressly confirms that a Service or milestone was delivered or accepted, that confirmation may be considered in the refund review and in any related payment dispute.

Acceptance is not conclusive where there is credible evidence of fraud, material misrepresentation, a material latent defect, unauthorized payment, or another right that cannot lawfully be waived.

A Buyer's failure to respond to a delivery-confirmation request does not automatically eliminate refund rights unless an objective acceptance mechanism was clearly included in the Service Order and is enforceable under applicable law.

23. Refund Method, Currency, and Timing

Approved refunds will ordinarily be returned through the original payment method and in the original Transaction currency where reasonably possible.

If the original payment method cannot receive a refund, Playto may use another lawful method after completing any identity, ownership, sanctions, anti-fraud, or other checks reasonably required for the refund.

Playto will not ordinarily redirect a refund to an unrelated person or account.

Playto will initiate an approved refund without unreasonable delay after approval and receipt of any information reasonably required to process it.

The time for the refunded amount to appear depends on the payment method, card issuer, bank, currency, and other financial-system processing times outside Playto's control.

Where the Buyer's financial institution performs currency conversion, the amount ultimately credited in the Buyer's local currency may differ from the amount originally debited because of exchange-rate movements or third-party conversion charges outside Playto's control.

24. Taxes and Refunds

Where a refund reduces the taxable amount of a Transaction, Playto will make any corresponding tax adjustment required by applicable law and supported by Playto's tax records.

A Business Buyer that believes tax was charged incorrectly because of a valid exemption, registration number, resale certificate, reverse-charge treatment, or similar tax status should contact support@playto.so and provide information reasonably required to review the request.

Tax treatment varies by jurisdiction and Service. Playto does not provide tax advice to the Buyer.

25. Chargebacks and Other Payment Disputes

A refund and a chargeback are separate processes.

Playto encourages Buyers to contact Playto first where practical because many Transaction issues can be resolved more quickly through a refund, correction, or service remedy.

Contacting Playto does not suspend or extend a deadline imposed by a bank, issuer, payment provider, payment network, or applicable law.

If a Buyer initiates a chargeback or other payment dispute, Playto may provide relevant Transaction evidence to the applicable institution or payment network.

If an open payment dispute already exists, Playto may pause a separate refund for the same amount while the dispute is pending in order to avoid duplicate reimbursement, except where applicable law or payment-method rules require otherwise.

A Playto refund decision does not remove or expand any independent rights provided by the Buyer's bank, issuer, payment method, payment network, or applicable law.

26. Refund Abuse, Fraud, and Double Recovery

Playto may decline an unsupported refund request, suspend future use, or take other lawful action where Playto reasonably identifies fraud, refund abuse, fabricated evidence, manipulation, or repeated bad-faith claims.

This does not permit Playto to deny a valid mandatory right merely because a Buyer has previously requested refunds.

A Buyer may not recover the same loss more than once.

If the Buyer receives both a Playto refund and a payment reversal, chargeback, credit, insurance payment, settlement, or another recovery for the same amount, the duplicate amount must be reconciled.

27. Service Partner Adjustments

A refund issued by Playto may affect amounts payable to the applicable Service Partner under Playto's separate terms with that Service Partner.

The Buyer is not responsible for administering that adjustment.

Playto requires Service Partners to support at least the standard Playto resolution period applicable to the Transaction. A Service Order may provide the Buyer a longer refund, cancellation, acceptance, or review period. Where a longer period applies, Playto may correspondingly delay, reserve, or otherwise condition amounts payable to the Service Partner under Playto's separate Service Partner terms.

A Service Partner must not ask the Buyer to repay Playto for an approved refund or issue a separate refund directly to the Buyer unless Playto has expressly authorized that arrangement.

28. Mandatory Consumer Rights

Playto is designed primarily for business-to-business professional-service Transactions.

If mandatory law nevertheless treats a Buyer as a consumer, any non-waivable withdrawal, cancellation, refund, conformity, warranty, or other consumer right applies notwithstanding a contrary provision of this Policy.

Where applicable law allows a consumer to request performance of a Service during a statutory withdrawal period, Playto may apply any lawful rules concerning payment for the portion properly performed before withdrawal.

If Playto later intentionally expands a particular Transaction flow to consumers, additional country- or region-specific terms may apply.

29. Sanctions and Legal Restrictions

A refund may be delayed, restricted, blocked, or reported where required by applicable sanctions, anti-money laundering, court order, law-enforcement process, or other legal requirement.

Where law requires Playto to block or retain property rather than return it, Playto will comply with that requirement.

Playto may be legally prohibited from providing all details concerning such action.

30. Changes to this Policy

Playto may update this Policy prospectively.

For a completed one-time Transaction, the version applicable when the Transaction was accepted will ordinarily continue to govern that Transaction unless mandatory law requires otherwise or the parties agree to a change.

For ongoing Services, Playto will provide any notice of a material change required by applicable law or the applicable agreement.

31. Governing Terms

This Policy is incorporated into and subject to the Playto Buyer Terms & Conditions.

If this Policy conflicts with the Buyer Terms & Conditions on a general legal matter, the Buyer Terms & Conditions control.

If a Service Order provides more specific Transaction-level refund or cancellation terms, those terms apply to the extent permitted by the Buyer Terms & Conditions, this Policy, and mandatory law.

32. Contact

For refund, cancellation, payment, or Service questions:

support@playto.so

Playto, Inc.
8 The Green, Ste R
Dover, DE 19901
United States