PlaytoQuick answers about Playto.
Quick answers about Playto transactions, Trust Score, onboarding, pricing, refunds, recurring billing, Service Partner payouts, taxes and support.
About Playto
What is Playto?+
Playto helps professional-service businesses get paid through a clearer transaction, checkout, trust and settlement workflow. For an approved Playto Merchant of Record transaction, the Buyer purchases the professional Service from Playto. Playto separately contracts with and pays the approved Service Partner that performs the underlying work.
Who is Playto for?+
Playto is focused on professional-service businesses such as agencies, consultants, freelancers, software and IT service providers, development shops and similar service businesses. Eligibility depends on the actual service, business, jurisdiction, ownership, transaction profile and available payment arrangements.
Does Playto support physical goods?+
No. Playto's current Merchant of Record model is focused on professional services, not physical goods. Every business and transaction must fit Playto's approved service model and Acceptable Use & Restricted Businesses Policy.
Acceptable Use & Restricted Businesses Policy →Is Playto a bank?+
No. Playto is not a bank. Banks, processors, acquirers, card networks, wallets and payout providers may support parts of a transaction. A payment balance, collection account, virtual account or payment reference should not be assumed to be a bank deposit or escrow account unless a specific written arrangement expressly says so.
Which company operates Playto?+
Playto is operated by Playto, Inc., a Delaware corporation in the United States. Its registered address is 8 The Green STE R, Dover, Delaware 19901.
How does a Playto transaction work?+
The Buyer receives a Service Order or payment request describing the professional Service and price. For an approved Merchant of Record transaction, the Buyer purchases from Playto. The Service Partner separately performs the work for Playto, and Playto pays the Service Partner under the Master Service Partner Agreement.
Getting started
Can I use Playto from my country?+
Availability depends on where the business is established, ownership, the professional Service, Buyer location, payout destination, currency and the payment route needed. Some jurisdictions are blocked and others require enhanced review. Playto confirms eligibility during onboarding.
Which countries are unavailable?+
Playto maintains a Restricted Jurisdictions Policy with blocked countries and territories and a separate enhanced-review approach for some higher-risk locations. Because sanctions and risk rules can change, the current policy should be checked instead of relying on a static country list in this FAQ.
Restricted Jurisdictions Policy →Do I need a registered company?+
Not always. Requirements depend on your legal status, location, professional activity and the available onboarding route. A company, sole proprietor or individual professional may be assessed differently.
How long does onboarding take?+
A straightforward review with complete information can often be completed in 24 to 72 hours. Additional verification, provider review, complex ownership, higher-risk activity or missing documents can take longer. Approval is not automatic.
What information will Playto ask for?+
Playto may ask for business identity and registration information, beneficial-owner details, service information, website or commercial evidence, expected transaction activity, client information and verification documents relevant to the account. Sensitive records should be submitted only through an approved secure route.
Why might Playto ask for more information later?+
Risk and compliance reviews are not limited to the first day of onboarding. Playto may request updated information when transaction patterns change, a new jurisdiction or service is introduced, information becomes stale, or a payment, dispute or compliance issue needs investigation.
Buyers and checkout
What does a Buyer see before paying?+
The Buyer should be able to understand the professional Service, amount, currency, seller identity, applicable terms and relevant transaction details before authorizing payment. Where a Service Partner has an assigned Playto Trust Score, the checkout displays the current score and selected buyer-visible trust signals.
What is the Playto Trust Score?+
Playto Trust Score is a live 0 to 1,000 business transaction trust signal. It can include verified business identity, annual revenue band, monthly processing-volume band, exact refund rate, exact dispute or chargeback rate, benchmark comparison and payment-backed reviews.
Trust & Security →Does a high Trust Score guarantee delivery or a refund?+
No. Trust Score is a decision-support signal, not insurance, escrow, a guarantee of service quality, a guarantee of refund eligibility or a promise about the outcome of a card or bank dispute.
Trust & Security →What information stays private instead of appearing in Trust Score?+
Sensitive information such as raw bank records, KYC or KYB files, beneficial-owner documents, sanctions-screening details, previous processor records and internal fraud or anti-gaming logic remains restricted except where disclosure is legally required.
Trust & Security →Can a business correct an inaccurate Trust Score input?+
Yes. A Service Partner can ask Playto to review a factual error, misattributed transaction or calculation issue. A correction process is not a right to remove accurate negative history or manipulate payment-backed reviews.
Trust & Security →What if a business has limited history?+
Playto does not present a new or limited-history business as though it has a mature track record. A score or trust view depends on the evidence available, and limited history can be reflected in the way the business is presented to the Buyer.
Trust & Security →Do Buyers have to pay the Service Partner separately?+
No, not for the same approved Playto Merchant of Record transaction. The Buyer pays Playto for the professional Service, and Playto separately settles with the Service Partner under its own supplier relationship.
What Buyer protection does Playto provide?+
Playto gives the Buyer a direct commercial and payment contact for an approved Merchant of Record transaction, supported by a Service Order, transaction records, Trust Score signals where available, service-delivery evidence, a direct refund and complaint route, and the Buyer's separate card, bank or legal rights. This is not insurance or escrow.
Payment Support →Does a Buyer need to become a Service Partner or open a business account to pay?+
No. A Buyer does not need to onboard as a Service Partner merely to pay an approved Playto transaction. The checkout may still require an email address, billing information, authentication or additional verification depending on the payment method, transaction and risk controls.
Will the Buyer receive an invoice or receipt?+
Yes. Playto provides or makes available the invoice, receipt or transaction record appropriate to the transaction. The exact tax information and document format can vary by jurisdiction, Buyer details and applicable tax rules.
Tax, VAT & GST Policy →Payments and pricing
Can I send a payment link?+
Approved businesses can use the payment-link or checkout workflow enabled for their account. The request should accurately describe the Service, amount, currency and any relevant invoice, project or milestone reference.
Can I collect a deposit and the final balance separately?+
Yes. Separate payment requests can follow the stages agreed in the Service Order, such as an approved advance, milestone or final payment. This does not make Playto an escrow service or create an automatic milestone-release arrangement.
Which payment methods can Buyers use?+
Available methods can include supported cards, wallets and bank-transfer methods. What appears for a specific transaction depends on the business, Buyer location, currency, transaction type, recurring-payment requirements, risk review and provider availability. A method being technically available from a provider does not mean Playto has enabled it for every account or transaction.
What does Playto cost?+
Playto earns a markup on each sale: a 2.5% checkout platform base rate or 0.2% bank base rate, plus the payment-method percentage fee, fixed charge and applicable adjustments shown on the pricing page. Standard cards add 1.5% + $0.50, giving 4% + $0.50 before applicable adjustments and services. The markup is Playto's margin as the seller of the service. The Service Partner's Supplier Price is the sale price less that markup.
Can Playto charge in one currency and pay me in another?+
Where the relevant currency and payout route are supported, the Buyer transaction currency and Service Partner payout currency can differ. Any Playto-quoted conversion or FX pricing is shown or agreed for the relevant account or transaction, while a Buyer's own bank or card issuer may separately apply its own conversion or foreign-transaction charge.
Why was a payment declined?+
A bank, card issuer, wallet, processor, fraud-control system or Playto may decline or stop a payment. Playto does not always receive the full reason from the financial institution. The Buyer can retry only after checking the prior attempt's status or use another supported method where available.
What if a payment is pending?+
A pending card authorization or bank transfer is not necessarily final settlement. Check the transaction status before paying again. If it remains unclear, contact support@playto.so with the payment reference, amount, currency and approximate time.
Recurring payments, delivery and refunds
Can I collect a monthly retainer automatically?+
Where recurring payments are enabled, a Buyer can authorize recurring billing for an agreed retainer or continuing professional Service. The amount, frequency, Service and cancellation terms must be clear, and not every payment method supports recurring charges.
How does a Buyer stop recurring billing?+
The Buyer can use the available cancellation route or contact Playto with the relevant subscription or transaction reference. Stopping future billing and asking for a refund of a charge that already occurred are separate requests. The effective cancellation timing follows the applicable Service Order and Recurring Payment Terms.
Recurring Payment Terms →Who is responsible for performing the underlying work?+
The approved Service Partner performs the underlying professional work for Playto under the Service Partner relationship. For an approved Merchant of Record transaction, Playto is the Buyer-side seller and remains the Buyer's direct commercial and payment contact under the Buyer Terms and Service Order.
What happens if the Service is late, incomplete or not as agreed?+
The Buyer can contact Playto directly. Playto may review the Service Order, milestones, delivery evidence, communications, revisions and Service Partner evidence to determine the appropriate next step under the Service Delivery Policy and Buyer Terms.
How does a Buyer request a refund?+
Contact Playto at support@playto.so with the order reference and your request. On a first order with a Service Partner, you can cancel within seven calendar days of payment for a full refund without giving a reason, unless the work has already been delivered. For other orders, send a Refund Request with Proof and Declaration before delivery. After delivery, report any problem within the seven-day review period. See the Refund & Cancellation Policy.
Refund & Cancellation Policy →Does contacting support automatically approve a refund?+
No. A refund request starts a review. If a refund is approved or legally required, Playto will ordinarily initiate it through the original payment method where that route remains available and appropriate.
Refund & Cancellation Policy →What happens if the Buyer opens a chargeback or bank dispute?+
An external card, bank or wallet dispute is separate from Playto's internal support, refund and complaint process. Playto may provide relevant transaction, authorization, Service Order, delivery and communication evidence through the applicable dispute process. No document or confirmation guarantees the external outcome.
Complaints Policy →Service Partner payouts
When will a Service Partner be paid?+
Playto pays Service Partners in a weekly supplier payment run, each Monday, once the buyer's review period has ended, the buyer has confirmed the work or Playto has approved payment, and the supplier invoice is in place. Undisputed amounts are paid no later than 180 days after delivery. See the Supplier Payment, Holdback & Set-Off Policy.
Supplier Payment Policy →Does a successful Buyer payment mean the payout is immediately available?+
No. Authorization, payment clearing and supplier payout are different stages. A transaction can still be pending, reversed, returned, reviewed or subject to the applicable review period before it becomes eligible for supplier settlement.
What is a holdback?+
A holdback is a deferral of Playto's payment of all or part of a Supplier Price to protect against refunds, chargebacks, fraud or amounts owed. It can cover up to 100 percent of a Supplier Price and ends no later than 180 days after delivery, except for an amount tied to a specific open refund, chargeback or claim. A holdback is not a fee and does not reduce the Supplier Price.
Supplier Payment Policy →Can Playto delay or adjust a payment to a Service Partner?+
Yes, but only as the Master Service Partner Agreement allows: for a holdback, a refund or chargeback on the order, set-off of an amount owed, tax withholding required by law, or a binding legal restriction. Playto explains the reason where it lawfully can.
Supplier Payment Policy →Can I receive a payout in local currency?+
Supported payout destinations and currencies depend on the account and available payout route. Playto confirms the enabled options and applicable conversion terms for the Service Partner.
Tax, safety and support
Does Playto handle transaction taxes?+
For applicable Merchant of Record transactions, Playto handles transaction taxes that applicable law assigns to Playto as the Buyer-side seller. The Service Partner remains responsible for tax on its own supply to Playto and for its own income, payroll, corporate and other business tax obligations, subject to applicable local rules and any permitted self-billing arrangement.
Tax, VAT & GST Policy →Are professional services always tax-free?+
No. Tax treatment depends on the specific Service, Buyer location, seller location, registration status and local law. B2B professional services are not universally exempt from sales tax, VAT or GST.
I see an unfamiliar Playto charge. What should I do?+
Use the Identify a Charge guide and contact support@playto.so with the date, amount, currency and exact statement description. If you suspect unauthorized use, contact your bank, card issuer or wallet provider promptly as well. You do not need to wait for Playto before protecting the payment account.
Identify a Charge →Should a Buyer contact the Service Partner or Playto about a payment or refund?+
For an approved Playto Merchant of Record transaction, the Buyer can contact Playto directly about payment, billing, refund, recurring-payment and transaction issues. The Service Partner may still participate in resolving service-delivery facts, but the Buyer does not need to locate a separate seller before contacting Playto.
Payment Support →What payment information should I never send by email?+
Do not send full card numbers, CVVs, passwords, online-banking credentials, one-time authentication codes, wallet recovery phrases or private keys by ordinary email or chat.
How do I make a formal complaint?+
Contact support@playto.so and explain what happened, the relevant account or transaction references, what has already been tried and the outcome you want. Playto's Complaints Policy explains the review and escalation process. A Playto complaint does not automatically suspend an external card, bank, privacy or legal deadline.
Complaints Policy →How can I contact Playto?+
Email support@playto.so. For a payment or payout issue, include the relevant reference, amount, currency, date and a concise explanation. Playto customer support is handled remotely; the registered Delaware address is not a walk-in support location.
Still have a question?
For payment, payout, onboarding or account questions, email support@playto.so. Include the relevant transaction or account reference when there is one.