LEGAL

Complaints Policy

This Policy explains how to raise a complaint with Playto, how we review it, and how complaints interact with refunds, payment disputes, privacy rights and account reviews.

DATEJuly 14, 2026
WHO CAN COMPLAINBuyers, Service Partners, representatives and other materially affected users.
PROCESSSubmit, investigate, receive a written outcome, and request escalation where appropriate.
CONTACTComplaints and support: support@playto.so

This Complaints Policy ("Policy") applies to complaints about Playto, Inc., a Delaware corporation at 8 The Green, Ste R, Dover, DE 19901, United States ("Playto", "we", "us" or "our").

It applies to Buyers, Service Partners, their authorized representatives and other individuals or businesses materially affected by Playto's services, transactions, account decisions or support.

This Policy describes Playto's internal complaints process. It does not replace any refund, privacy, payment-method, court, regulatory or other right available under applicable law or the governing agreement.

A complaint is an expression of dissatisfaction about Playto's service, conduct, transaction administration, support, account decision or another matter for which you expect Playto to investigate or provide a response.

Examples include concerns about a payment, invoice, recurring charge, refund, Service delivery issue, Service Partner settlement, account restriction, Trust Score, review moderation, privacy, fraud, account security or the quality or fairness of Playto support.

A general question, feature request or ordinary support request is not necessarily a complaint unless it includes dissatisfaction that you want Playto to address. Playto may nevertheless route an issue into the complaints process where the nature or seriousness of the matter warrants it.

You can submit a complaint by contacting support@playto.so.

Where Playto provides an in-product complaint, refund, privacy or transaction-issue form, you may use that route instead. Using the route associated with the relevant transaction or account can help Playto identify the matter more quickly.

There is no fee to submit a complaint to Playto.

If you act for another person or business, Playto may ask you to show that you are authorized to act on their behalf before disclosing confidential information or changing an account or transaction.

Provide enough information for Playto to identify and understand the complaint. Where relevant, include your name, the business you represent, the email associated with the account or transaction, the transaction or Service Order reference, what happened, important dates, the outcome you are requesting and supporting evidence.

If a deadline outside Playto applies, such as a bank, card, privacy or legal deadline, tell us. Submitting a complaint to Playto does not suspend an external deadline unless the applicable rules expressly provide otherwise.

Do not send passwords, full card numbers, card security codes, authentication codes or unrelated sensitive documents by ordinary email.

Playto will record a complaint and aim to acknowledge it promptly. Where applicable law or a binding service rule imposes a specific acknowledgment or response deadline, Playto will follow that requirement.

The complaint record may include the date received, complainant, affected transaction or account, complaint category, supporting evidence, review history, communications, outcome and escalation status.

If information reasonably necessary to investigate the complaint is missing, Playto may ask for it. A request for additional information does not extend a deadline where applicable law or a binding rule does not permit an extension.

Playto will review the complaint based on the information reasonably available and the rules applicable to the matter.

Depending on the complaint, the review may include the Buyer Terms, Service Partner Terms, Service Order, applicable policies, payment authorizations, invoices, delivery evidence, milestones, Buyer confirmations, refund records, account or compliance information, support communications, Trust Score source data, security records and applicable payment-method or legal requirements.

Playto may ask another transaction participant for information where reasonably necessary while limiting disclosure of confidential or sensitive information to what is appropriate for the review.

Playto will seek to assess complaints in good faith based on the substance of the issue rather than merely on the label used by the complainant.

A Buyer may complain about an incorrect amount, duplicate payment, unrecognized transaction, payment status, recurring charge, invoice or another payment issue.

Playto may verify the transaction, payment authorization, accepted Service Order, billing records and relevant account information before deciding the complaint.

If the concern may involve an unauthorized payment or compromised payment method, tell Playto promptly and contact the relevant bank or payment provider where appropriate.

A Buyer may complain that a professional Service was not delivered, was materially incomplete, was materially different from the accepted Service Order, or was otherwise handled inconsistently with the applicable Service Delivery Policy.

Playto may review the Service Order, delivery date, milestones, deliverables, Buyer dependencies, revisions, acceptance evidence and relevant communications.

Depending on the circumstances and applicable terms, an appropriate outcome may include clarification, correction or re-performance, a revised delivery plan, partial refund, full refund, cancellation of undelivered work or another lawful remedy.

The Service Delivery Policy governs the delivery framework.

If you disagree with a refund or cancellation decision, explain why you believe the decision did not correctly apply the Service Order, Refund & Cancellation Policy or applicable law.

The ordinary Playto direct-resolution period does not eliminate a later right that cannot lawfully be waived. Equally, a complaint does not create a general change-of-mind refund right where no such right exists.

The Refund & Cancellation Policy governs refund eligibility and the relevant review periods.

Complaints about recurring billing may concern authorization, amount, frequency, cancellation, a payment processed after cancellation, a material billing change or a failed-payment retry.

Playto may review the recurring authorization, notices, receipts, cancellation record, payment-method status and the affected charge.

The Recurring Payment Terms govern recurring-payment matters.

A Service Partner may complain about payout eligibility, reconciliation, a reserve, set-off, negative balance, failed transfer, currency conversion, refund adjustment or other supplier-side financial treatment.

Playto may review the Account Schedule, Supplier Price calculation, transaction status, review period, reserve record, refund or dispute evidence, prior deductions and payout ledger.

Playto should distinguish an amount that is not yet eligible, an amount held as a reserve, an amount actually deducted, and an unresolved disputed amount.

The Supplier Settlement, Reserves & Set-Off Policy governs the applicable financial framework.

A Service Partner or Buyer may ask Playto to review an account restriction, transaction rejection, verification request or other compliance-related decision where review is legally and operationally available.

Playto may request additional identity, ownership, business, Service, transaction, jurisdiction or source-of-funds information where relevant to the review.

Playto may be unable to disclose confidential fraud controls, third-party risk information, legally restricted information, suspicious-activity considerations or other information whose disclosure could undermine security or violate law.

A complaint cannot require Playto to complete a transaction prohibited by law, sanctions, payment rules or Playto's approved operating scope.

If you believe a jurisdiction decision was based on incorrect factual information, identify the relevant location and provide the evidence you believe should be corrected.

Playto may correct a factual error or classification mistake, but a complaint does not require Playto to make an exception to a jurisdiction that is blocked as a current Playto operating-policy decision.

The Restricted Jurisdictions Policy governs geographic eligibility and review.

A Service Partner may request review of a factual error in a Trust Score signal, business-verification status, payment-performance metric, benchmark comparison or transaction-backed review.

Playto may correct inaccurate source data, misattributed transactions, calculation errors or other factual mistakes. Legitimate adverse history is not removed merely because it is unfavorable.

Where a complaint concerns review content, Playto may consider transaction eligibility, authenticity, abuse, personal information, prohibited content and whether a factual statement is demonstrably false. Playto should preserve legitimate positive and negative feedback.

Playto may keep confidential the exact Trust Score weighting, anti-gaming logic and fraud controls where disclosure would facilitate manipulation, subject to mandatory legal transparency requirements.

Privacy concerns can be submitted to support@playto.so.

If the request is an exercise of a privacy right, such as access, correction, deletion, objection, portability or an applicable opt-out, Playto will process it under the Privacy Policy and applicable privacy law rather than treating it solely as an ordinary service complaint.

Where Playto acts as a Processor for Covered Data, the Data Processing Addendum may also apply.

Privacy complaint handling does not limit a person's right to complain to a competent privacy or data-protection authority where applicable law provides that right.

Report suspected account takeover, impersonation, unauthorized transactions, stolen credentials, fraudulent Service Orders, fake Buyer acceptance or another security issue as soon as reasonably possible.

Playto may prioritize security containment over the ordinary complaints workflow where immediate action is needed to protect accounts, transactions or data.

Playto may require identity or authority verification before disclosing security-sensitive information or restoring account access.

Some payment, banking or transfer functions may involve a bank, payment method, processor, card issuer, payment network or other financial-service provider with its own legal duties and complaints or dispute process.

Where a complaint concerns an issue that must be investigated or decided by that provider, Playto may route or refer the matter to the relevant provider, provide information needed for the investigation, or tell you which separate process applies, to the extent permitted by law and the applicable arrangements.

Playto will not represent a third party's internal complaint decision as Playto's independent decision where the matter was actually determined by that third party.

A Playto complaint and an external payment dispute are separate processes.

A Buyer is not required to waive a chargeback, bank dispute or other payment right available under applicable law or payment-method rules. Playto encourages Buyers to contact Playto first where practical because some issues can be resolved directly, but contacting Playto does not suspend or extend an external dispute deadline.

If a chargeback or other external payment dispute is filed, Playto may submit relevant transaction evidence through the applicable payment process. A prior complaint outcome, signed agreement or delivery record may be relevant evidence, but it does not guarantee the outcome of an external dispute.

Playto may request evidence reasonably related to a complaint and may retain an appropriate record of that evidence for complaint resolution, payment disputes, legal claims, fraud prevention, audit and compliance.

Playto will not ordinarily provide one party with another party's confidential underwriting information, identity documents, bank statements, internal fraud signals, sanctions-screening results, legal advice or unrelated personal information.

Where evidence contains sensitive or confidential information, Playto may summarize, redact or limit disclosure where appropriate and legally permitted.

When Playto completes a substantive complaint review, Playto will provide the complainant with an outcome in writing where reasonably appropriate.

The response should identify the complaint addressed, state the outcome, give a concise explanation of the material reasons that can lawfully be disclosed, identify any action Playto will take, and explain any available internal escalation or external route that Playto is legally required to provide.

Playto is not required to disclose confidential fraud models, privileged legal advice, another person's protected information, sanctions-sensitive information or details whose disclosure would undermine security or legal compliance.

Depending on the complaint and applicable rules, an outcome may include an explanation, correction of an account or transaction record, correction or re-performance of a Service, full or partial refund, cancellation of future recurring billing, adjustment of a supplier settlement entry, correction of Trust Score information, additional verification, restoration or continued restriction of an account, or another remedy required by applicable law or the governing agreement.

Submitting a complaint does not guarantee the requested outcome, and Playto will not provide a remedy that would itself violate law, sanctions, payment rules or another binding restriction.

If you believe Playto's initial response materially misunderstood the facts or misapplied the applicable terms, you may request a second review by replying to the complaint response and identifying the specific point you want reconsidered.

Where reasonably practicable, a second review should be handled by a person who was not the primary decision-maker on the initial complaint or who has sufficient authority to reconsider that decision.

Repeated requests raising no materially new fact or argument may be closed after Playto has provided a reasoned response, unless applicable law requires further review.

Nothing in this Policy prevents you from contacting a court, regulator, privacy authority, law-enforcement body, card issuer, bank, payment provider or other authority where you have a legal right to do so.

Playto does not represent that every complaint is eligible for review by a financial ombudsman, consumer bureau or other external complaint scheme. Eligibility depends on the entity, service, jurisdiction and law involved.

If applicable law requires Playto to provide information about an available external escalation body or regulatory complaint route for a particular service, Playto will provide that information in the relevant response or jurisdiction-specific notice.

Playto will not restrict an account merely because a person made a genuine complaint or exercised a protected legal right.

This does not prevent Playto from taking action for an independent reason, including fraud, abusive conduct, prohibited activity, security risk, non-payment, sanctions, legal requirements or material breach of the applicable agreement.

Playto wants complaints to be raised directly and will consider legitimate criticism, including strong disagreement with a decision.

Threats of violence, targeted harassment, discriminatory abuse, intentional flooding or spam, impersonation, extortion or disclosure of another person's sensitive information are not required for Playto to review a complaint.

Where necessary to protect staff or other users, Playto may limit a communication channel, require communication in writing, consolidate repeated messages or take other proportionate action. Such action should not be used to suppress a legitimate unresolved complaint.

Playto may review complaint data to identify recurring operational, product, fraud, risk, service-quality or compliance issues.

Where a complaint reveals a broader material problem, Playto may investigate affected transactions or accounts beyond the individual complaint and take proportionate corrective action.

Complaint trends may be used in aggregated or de-identified form for quality assurance, training, product improvement, risk management and compliance monitoring.

Playto may retain complaint records for periods reasonably necessary for complaint management, transaction records, legal claims, fraud prevention, tax, audit, compliance and regulatory obligations.

Personal information processed through the complaints process is handled under the Privacy Policy and, where applicable, the Data Processing Addendum.

Access to complaint records should be limited to people and service providers who reasonably need the information for the applicable purpose.

Playto may update this Policy prospectively to reflect changes in its services, complaint processes, applicable law or external requirements.

Where applicable law requires notice of a material change, Playto will provide the required notice.

A later change to this Policy does not retroactively erase a complaint or a right that had already arisen under applicable law or the governing agreement.

To submit a complaint or request escalation, contact:

support@playto.so

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

Include the relevant transaction or account reference where available. Do not send passwords, full payment credentials, authentication codes or unnecessary sensitive documents by ordinary email.