LEGAL

Service Delivery Policy

This Policy explains how professional services purchased through Playto are scoped, delivered, reviewed and documented, and how delivery issues are handled.

Last updatedSeptember 9, 2026
SERVICE ORDERSThe accepted Service Order defines the work, dates and acceptance criteria.
DELIVERY & REVIEWPayment, delivery submission and Buyer acceptance are separate events.
SUPPORTService delivery and milestone questions: support@playto.so

This Service Delivery Policy ("Policy") applies to approved business-to-business professional services purchased from Playto, Inc., a Delaware corporation at 8 The Green, Ste R, Dover, DE 19901, United States ("Playto", "we", "us" or "our"). It explains the delivery responsibilities of Playto, the purchasing business ("Buyer") and the approved business performing the underlying work ("Service Partner").

Playto is the seller and Merchant of Record for the Transaction. The Service Partner performs the agreed work for Playto and may collaborate directly with the Buyer. Playto remains responsible to the Buyer for the obligations it assumes under the Buyer Terms and accepted Service Order. The Buyer is not required to recover from the Service Partner before seeking an applicable remedy from Playto.

This Policy covers projects, milestones, consulting engagements, time-based services and recurring professional services within Playto's approved scope. It does not authorize physical-goods sales, an unapproved regulated activity or payment for an undisclosed third party.

This Policy supplements the Buyer Terms & Conditions and, for Service Partners, the Service Partner Terms, when identified and made available as part of the accepted agreement or Service Order. Merely viewing this page does not create a Service Order or prove acceptance.

Service Order means the accepted transaction-specific record describing the Service, scope, deliverables, dates, price and commercial conditions, including an applicable statement of work, milestone schedule or approved change order. Delivery means performance or provision of the relevant work, access or capacity in the manner required by that Service Order. A delivery submission is a claim of performance, not necessarily the Buyer's acceptance of that claim.

The Service Order governs its specific scope and delivery commitments. The Refund & Cancellation Policy governs refund eligibility and direct-resolution periods. The Recurring Payment Terms govern recurring authorization, renewal and cancellation. Account-specific supplier payout conditions remain governed by the accepted Account Schedule and Service Partner Terms.

This Policy does not amend a liability cap, create a new fee or shorten an already accepted right. The governing agreements' priority rules and mandatory law control a conflict. A Service Partner cannot override Playto's terms through an unapproved invoice note or side agreement.

Before the Buyer accepts an order and authorizes payment, the Service Partner must supply, and Playto must present or incorporate into the offer, a sufficiently clear description of the actual Service. The information must identify, as applicable:

  • the Buyer business, Service Partner and intended recipient or authorized project contact;
  • specific deliverables, quantities, work periods, material exclusions and the allocation of work between stages;
  • start conditions, delivery dates, milestone dates and any material technical or access requirements;
  • acceptance criteria, review arrangements and included revision allowances;
  • Buyer inputs, approvals or access needed and the consequences of an unmet dependency;
  • price, currency, billing schedule and whether each charge is an advance, deposit, milestone, balance, time-based charge or recurring payment;
  • cancellation, refund, minimum-commitment and any longer review terms;
  • ownership, licensing, third-party materials, handover and any included support or maintenance; and
  • material confidentiality, data-processing, licensing or procurement requirements.

A generic label such as "development" or "marketing" is not sufficient where it leaves the purchased work materially unclear. Estimates, illustrative examples and dependencies must be identified rather than presented as guaranteed deliverables.

Each party must review the actual offer for accuracy. Playto may request clarification before accepting a Transaction. Preparation of an invoice, an automated completeness check or payment authorization does not, by itself, establish that a Service has been performed.

The applicable Buyer Terms, Service Partner Terms and approved transaction flow determine when an order becomes binding. A draft link, unpaid invoice or pending payment authorization is not proof that all acceptance and payment conditions have been satisfied.

The Service Order must identify when work is to begin and any prerequisites, such as an agreed initial payment, access or Buyer materials. Where a deadline is calculated from a later event, the event and method of calculation must be clear. A confirmed start condition must not be changed after acceptance without the required agreement.

A Service Partner must not start work in reliance on an unaccepted request unless Playto has separately authorized the work and its payment conditions. Existing work or an earlier buyer-provider contract cannot be made a new Playto sale merely by changing an invoice. Any required transfer, substitution or other agreement must be completed, with accurate dates and records.

The Service Order must distinguish a committed delivery date from an estimate and identify a date or ascertainable timetable for each material stage. Where timing is significant, it should specify the relevant time zone, whether days are calendar or business days, and any dependency that affects the calculation.

A milestone must identify the work and price allocated to that stage. Completing one milestone does not establish completion of later stages or authorize collection for additional work. Partial delivery must be recorded as partial unless it satisfies the full scope of the particular milestone being submitted.

A material change to an agreed date or milestone requires the approval and record required by the governing agreement. Sending an updated status message or silently editing a dashboard does not alone establish the Buyer's agreement to an extension.

Where a specific date is absent, Playto will seek clarification. Neither party may use that omission to assert that delivery can be delayed indefinitely; applicable obligations to perform within a reasonable time remain unaffected.

A deposit or advance funds the purpose described in the Service Order. Receiving it does not mean that the work has been delivered, that the amount is necessarily earned or non-refundable, or that the Service Partner is immediately entitled to a payout.

Where a deposit or advance is credited against the agreed total price, later invoices must show that credit and the remaining balance. The same work must not be charged twice by treating the credited amount as an additional payment.

Defined kickoff work, reserved capacity and approved non-recoverable commitments must be distinguished from payment for future deliverables. Work in progress may be evidenced by completed components, agreed time records or other objective measures appropriate to the Service. A percentage entered by the Service Partner alone is not conclusive proof of progress or value.

Cancellation and any allocation between earned and unearned amounts follow the Service Order and Refund & Cancellation Policy. Approved supplier advances or accelerated payouts follow their separately accepted release conditions and do not reduce the Buyer's rights.

A recurring Service Order must make clear whether the Buyer purchases specified deliverables, a defined amount of work, reserved capacity, ongoing access or a combination. These are different obligations and require evidence suited to the actual promise.

For deliverable-based periods, keep a record of the work supplied for each billed period. For time-based Services, records must identify the dates, activities and time or units charged under the agreed rate and limits. For reserved capacity, records must show the capacity genuinely reserved and made available on the agreed terms. A recurring invoice or scheduled charge is not, by itself, evidence of performance.

A Buyer choosing not to use capacity genuinely provided as agreed does not automatically establish non-delivery. Conversely, unavailable personnel, access or capacity must not be represented as supplied merely because the billing schedule continued.

For appointments or sessions, attendance, availability and any rescheduling or no-show conditions must reflect the accepted Service Order. This Policy creates no new no-show charge, forfeiture or automatic renewal. Future billing and any remaining minimum commitment are handled under the Recurring Payment Terms.

Work may be delivered through files, an agreed repository, a website, a report, an online account, a meeting, implementation activity or another method appropriate to the Service Order. The parties may use an agreed external project or communication tool; all work need not be moved into Playto solely to establish delivery.

The Service Partner must provide the relevant Buyer contact with the agreed material or access, any instructions needed for the agreed use, and the information required to identify the version or stage supplied. Where a download or access period applies, disclose it in advance and provide a reasonable opportunity to retrieve the material consistent with the Service Order.

A broken link, empty file, incorrect permission or inaccessible account must not be treated as complete delivery solely because a message was sent. A missing access requirement must be addressed promptly. A Buyer who can access the agreed material but chooses not to open it does not necessarily postpone an otherwise applicable review period.

A Buyer need not disable reasonable security controls or run a file reasonably suspected to be unsafe solely to inspect delivery. Report the specific access or security concern promptly, preserve relevant evidence safely and cooperate on an appropriate alternative inspection route. An unsupported objection does not itself establish non-delivery.

Third-party charges, licenses, hosting, account ownership and continuing access requirements must be disclosed where material to the agreed use. A delivery method does not authorize exposing confidential materials publicly or sharing passwords through an insecure channel.

When submitting work for review, the Service Partner must identify the Transaction and funded stage, summarize the work actually performed, identify the delivered files, links or other evidence, and disclose known outstanding items. The submission should explain how the work addresses the agreed acceptance criteria.

Use the submission or communication route designated for the Transaction. Where delivery occurs outside Playto, the Service Partner must provide a corresponding record identifying what was supplied, to whom and when. A Buyer must have a practical way to inspect the relevant work and raise an issue.

A request for Buyer review should identify the relevant work, the applicable review period and starting event, and how to respond or report an issue. Keep the recipient and notification record with the submission. A known failed notice or access problem must be addressed; it must not be concealed to claim that the Buyer missed a deadline. Applicable starting events remain governed by the Refund & Cancellation Policy, not a newly created dashboard timer.

Do not submit empty, placeholder or materially incomplete work as final to trigger a review period or payout. Progress reports, previews and drafts must be identified as such. An invoice, receipt or supplier payout confirmation is a payment record, not a substitute for a delivery submission.

Keep the actual delivery event distinct from the time Playto records or receives a notice. A later administrative entry must not be backdated or used to misrepresent when the Buyer could access the work.

The Buyer should review submitted work against the Service Order and respond through the route provided for the Transaction. A response may approve the specified work, approve a clearly identified part, request correction or explain a delivery issue. Comments should identify the affected item and the relevant acceptance criterion where practical.

Only the Buyer or its authorized representative may provide the Buyer's confirmation. A Service Partner must not enter, sign or submit approval on the Buyer's behalf, intercept authentication, or pressure the Buyer to confirm work that has not been received.

Playto may authenticate a response and request proportionate evidence of the respondent's authority. A contact name, payment credential or email address supplied by another party is not, by itself, conclusive evidence that the named person accepted delivery. The record should identify the action, relevant work version, time and associated identity or authenticated contact.

Payment authority and authority to approve technical delivery may belong to different Buyer representatives. Use the contact and authority identified in the Service Order or otherwise verified with the Buyer. Access to an email account alone does not establish every claimed authority. Automated link scanning, an email preview or a system-generated acknowledgement must not be recorded as an affirmative Buyer approval unless it reflects an action the Buyer actually authorized for that purpose.

Approval applies only to the work actually identified. It is evidence of acceptance, not a guarantee of dispute outcomes or a waiver of fraud, a material issue not reasonably discoverable at acceptance, or a right that cannot lawfully be waived. Acceptance of delivery is not a new recurring-payment authorization or permission to charge for another stage.

Opening, downloading or testing a deliverable solely to inspect it is not, by itself, acceptance that it meets the Service Order. Actual use or benefit may be relevant evidence, but must be assessed with the agreed criteria, the nature of that use and any timely objection. It does not automatically establish that every deliverable was supplied or that a material defect was accepted.

Under the Refund & Cancellation Policy, the Buyer should raise an ordinary issue with Playto within seven calendar days of the relevant event, unless an accepted Service Order provides a longer period or a later right applies. The starting event depends on the issue:

  • Non-delivery: the agreed delivery or milestone date.
  • Material failure to match the Service Order: delivery of the affected Service or milestone, or when the issue could reasonably have been identified.
  • Duplicate, incorrect or recurring billing: the affected charge.
  • An express cancellation right: the applicable deadline in the Service Order.

A review submission must make the relevant work reasonably available for inspection. An empty submission, inaccessible file or misleading completion status cannot manufacture the expiry of a review period. For future delivery, the direct-resolution period is not treated as expiring before the applicable delivery or milestone date.

A request outside the ordinary period is assessed under the Refund & Cancellation Policy, including its provisions for longer agreed periods, problems not reasonably discoverable earlier, fraud, error and applicable legal or payment-method remedies. This Policy does not create a general change-of-mind refund right.

The seven-day period is not a promise to decide every claim within seven days, a deadline for stopping future renewal, or the full period in which a payment or Service may be disputed. Mandatory and independent payment-method rights remain unaffected.

A Buyer who has not responded must remain distinguishable from one who positively approved delivery. Neither an automated reminder nor expiry of an internal status timer constitutes the Buyer's signature.

A deemed-acceptance provision applies only where expressly disclosed in the accepted Service Order, approved by Playto and enforceable under applicable law. It does not conclusively establish actual delivery, cure false records or eliminate non-waivable rights. Without such a provision, non-response may be considered with the available evidence but is not automatically affirmative acceptance.

A Buyer should identify a genuine objection rather than withhold approval solely to obtain unrelated work or an unsupported reduction in price. Playto may assess a substantiated delivery submission even when one party does not cooperate, subject to the governing agreements and applicable rights.

Partial approval must identify the accepted and unresolved portions. Corrected work must be resubmitted with a record of the changes and a reasonable opportunity to review the affected correction. Preserve the original issue and dates. A resubmission does not retroactively erase a timely complaint or automatically reopen every accepted, unrelated milestone.

A correction or resubmission record should identify the affected items, what changed, the proposed completion date and how the Buyer can review the correction. A timely unresolved complaint remains open for assessment; a resubmission does not require the Buyer to abandon it or retrospectively make it late. New work remains subject to an approved change order.

Included revisions and objective acceptance criteria are those stated in the Service Order. A correction needed to meet an existing obligation is distinct from a new preference, additional deliverable or expansion of scope. A stated limit on preference-based revisions does not automatically eliminate responsibility for material non-conformity.

Where a failure is reasonably capable of correction, the Service Partner must cooperate with an appropriate remedy under the Service Partner Terms. The Buyer should give sufficiently specific feedback to make the issue understandable. Neither party may use revisions to require work outside the accepted scope without a change order.

Material changes to scope, price, dates, intellectual-property treatment, dependencies or billing require the approval and recorded change order required by the governing agreements before they apply. Preserve both versions. An informal request or possession of stored payment details is not unlimited permission to perform and charge for extra work.

The Buyer must provide the agreed materials, access, instructions and approvals within the agreed timeframe. The Service Partner must identify a missing dependency promptly, explain its actual effect and take reasonable steps to avoid unnecessary delay or loss.

A documented Buyer-caused delay may reasonably extend an affected date where the agreement permits. It does not excuse unrelated non-performance, silently create a new charge or permit indefinite postponement. Any material change or additional amount requires the applicable agreement and authorization.

Where missing inputs prevent continued work, Playto will assess the agreed pause, rescheduling, capacity or cancellation provisions and the evidence of what remained available. The parties must not invent an after-the-fact dependency or treat all prepaid amounts as forfeited merely because communication stopped.

The Service Partner must notify Playto promptly of a material delay, delivery failure or inability to complete an engagement. Playto will arrange appropriate communication to the Buyer about the affected work, the available explanation, a proposed next step and any required choice or approval.

A proposed extension is not automatically an accepted extension. Neither party may keep changing dates to avoid a valid cancellation, refund or other remedy. Where further delivery is known to be impossible, the Buyer need not wait for the original due date merely to report that fact.

Playto will assess the actual Service Order, performance, dependencies and applicable rights. Possible remedies include correction, re-performance, replacement, a lawful price adjustment, cancellation of undelivered work or an appropriate full or partial refund. A remedy must address the affected obligation; a full refund of the affected Transaction may be appropriate where partial work has no reasonable independent value. Replacement must respect agreed qualifications, confidentiality, intellectual-property requirements and any required Buyer approval. It must not silently substitute a materially different Service.

A reasonable opportunity to correct a curable issue may be offered, but not where correction would be impracticable, defeat a time-sensitive purpose or conflict with a mandatory right. The Buyer is not required to accept repeated ineffective attempts indefinitely. A force-majeure event is assessed under the governing agreement and does not automatically forfeit money paid for unperformed work.

Minor differences do not automatically justify a full refund. Equally, describing a professional service as subjective does not remove its agreed scope, material representations or obligation of reasonable skill and care. No commercial result is guaranteed beyond the actual commitment in the Service Order or applicable law.

Where work is modified after delivery, or a Buyer system or third-party service causes a later problem, assess the original delivered version, agreed compatibility or support commitments and the actual cause of the issue. Neither party is automatically responsible for an unrelated change it did not cause or assume responsibility for. Equally, a later modification or external dependency is not a blanket defence to an original defect or an obligation expressly accepted in the Service Order.

Use the available Playto transaction-support route or email support@playto.so. Include the Buyer business, Transaction reference, affected deliverable or period, relevant dates, the problem and the resolution requested. Provide only relevant supporting information.

The Buyer may work with the Service Partner on technical clarification, but need not first exhaust that route or create a new Playto account to contact Playto. Service Partners must promptly pass relevant complaints and cancellation requests to Playto. An unavailable account or project tool must not prevent a Buyer from using the support email.

For the ordinary Playto direct-resolution period, record when Playto receives a notice sufficient to identify the Transaction and the issue through its stated support routes. Later submission of supporting evidence or an internal ticketing delay does not, by itself, make that initial notice late. Playto may reasonably request clarification or further evidence and explain any applicable response deadline. Cancellation receipt and effectiveness remain governed by the Refund & Cancellation Policy and Recurring Payment Terms.

Playto may obtain the Service Partner's response and review the available evidence, including partial delivery, accepted work and prior resolution attempts. Playto administers Buyer-side refund decisions as the seller. An undisputed portion of the record should not be misrepresented merely because another portion is contested.

Playto will communicate the outcome and any required next steps through the transaction contact route. Where necessary, the resolution must identify the affected amount, work, continued delivery obligations and effect on recurring billing. The Buyer may provide additional relevant evidence or ask Playto to review a factual error. A Playto review is not a substitute for an available court, regulator or payment dispute.

Evidence must explain the issue actually raised. Depending on the Service, relevant records may include the accepted Service Order, genuine authorization, delivery versions, access records, meeting or work records, Buyer responses, changes, cancellation messages, remediation and refund records.

Where Playto requests evidence for an actual payment dispute, the Service Partner must cooperate within the applicable response deadline communicated for that case. Provide legible, relevant records, identify any necessary translation and preserve the original. A promised correction is not proof that the correction occurred: document what was corrected, when it was supplied and any genuine Buyer response. An internal review must not cause a required payment-dispute response deadline to be missed.

Keep payment, delivery and acceptance events separate. A successful payment does not by itself prove performance; an opened email does not by itself prove satisfactory delivery; and a typed signature does not by itself establish who performed the signing action. Such records may be assessed together with other relevant evidence.

Playto may submit relevant evidence in a chargeback, bank-return or other dispute process. An agreement, invoice, delivery confirmation or review deadline cannot guarantee a favorable decision. Applicable law, the payment method and the relevant decision-maker determine the available dispute rights and outcome.

The Buyer need not abandon a valid claim or wait for Playto's review before exercising an available external right. Contact with Playto does not extend an external filing deadline. A bank transfer does not acquire card-style chargeback rights merely because Playto provides a direct resolution route. Refunds and reversals for the same amount must be coordinated to avoid duplicate recovery.

Delivery records and Buyer responses may be relevant to supplier payout eligibility under the Service Partner Terms and accepted Account Schedule. This Policy does not establish a separate payout formula, new reserve, blanket lien, personal guarantee or authority to debit an external account.

The existing weekly payout cadence applies only to eligible amounts. Any agreed review conditions, approved advance, evidence requirement, reserve or continuing recovery exposure remain governed by the supplier agreement. Positive Buyer confirmation does not automatically accelerate payout or erase a later liability.

Non-response must be handled under the accepted release conditions, not automatically represented as approval or used as an indefinite hold without a continuing contractual or legal basis. Mandatory supplier-payment deadlines continue to apply.

A refund properly owed to the Buyer is not conditional on Playto first recovering money from the Service Partner. A supplier payout delay does not permit demanding payment from the Buyer again or withholding work or rights already owed. These arrangements do not, by themselves, establish escrow, insurance or a fiduciary relationship.

The Service Order and governing terms determine whether deliverables are assigned, licensed or provided subject to retained rights. Payment, a delivery status or approval does not replace an additional signed instrument or other formality legally required to transfer a particular right.

The Service Partner must have the rights needed to supply the promised work and agreed Buyer usage. Background tools, third-party materials, source files, repositories, credentials and maintenance must be treated as actually agreed. This Policy does not require an undisclosed transfer of unrelated intellectual property or include source-code delivery in every engagement.

Where handover forms part of the accepted scope or an applicable remedy, provide the relevant deliverables, documentation and authorized access needed for that purpose. Protect unrelated information and credentials. A party must not disable properly paid-for work, introduce a new license restriction or withhold rights already due merely to force a favorable review or resolve a separate supplier payout concern.

Any effect of a lawful cancellation or refund on continued use or rights must follow the governing agreement and applicable law. It is not an automatic right to take down the Buyer's systems or erase evidence.

Account suspension, closure or loss of an approved payment route does not automatically cancel an accepted Service Order or erase performance, refund, evidence or payment obligations. The parties must coordinate lawful completion, an approved handover, replacement or cancellation as appropriate.

If ongoing service becomes unavailable, future charges for discontinued service must stop and prepaid obligations must be resolved under the governing terms. A continuing charge during a pause or interruption requires a valid contractual basis and payment authorization; a billing schedule alone is insufficient.

Security, sanctions or another legal requirement may require immediate restriction before notice or limit information that can be disclosed. Playto will handle affected Services and amounts according to the applicable requirements. A restriction does not establish that undelivered work was completed or that unrelated amounts are forfeited.

Keep records that accurately link the accepted scope, relevant versions, delivery event, recipient, response and any later correction. Preserve original dates and identify later additions as later additions. Do not fabricate, alter or selectively remove material evidence to misrepresent the Transaction.

Do not rely only on a mutable or expiring external link as the retained evidence. Preserve an appropriate dated version, export or other accurate record of the relevant material where permitted, without collecting an entire repository unnecessarily. Provide the Buyer with a retainable record of its Service Order, material changes and recorded acceptance or resolution through an appropriate electronic route. This does not promise permanent project hosting or unrestricted access to another party's confidential records.

Relevant external communications may be supplied through an approved route where lawful. This Policy does not grant unrestricted access to email, messaging accounts, repositories, meeting recordings or unrelated client information. Any connection, recording, disclosure or cross-border access must meet the applicable permission, notice, confidentiality and data-protection requirements.

Use proportionate evidence and appropriate access restrictions. Do not put full payment credentials, authentication codes, unnecessary identity documents or unrelated sensitive information into delivery notes or ordinary support messages. Request the appropriate secure route where sensitive evidence is genuinely needed.

Retain records for the periods required by law, applicable payment requirements and the accepted retention schedule, with continuing preservation for an identified claim where lawful. Do not destroy relevant evidence while such a duty applies. Retention of a transaction record does not authorize retaining unnecessary personal information indefinitely or publishing private project materials.

Automated tools may assist with completeness checks, reminders or organizing evidence. Their output does not invent agreed deliverables, sign for a Buyer, conclusively establish performance or replace the actual record. A party may report a factual or processing error to Playto for review. No permission to train a general-purpose AI model on confidential project materials is created by this Policy.

Playto may use appropriately verified delivery and transaction evidence for the purposes described in the governing terms, applicable privacy information and Trust Score methodology. A submitted, accepted, disputed or unresolved status must accurately describe the evidence available.

Payment-backed feedback must reflect the reviewer's actual experience. Feedback about checkout must not be presented as proof of completed professional work. Buyer silence must not be counted as positive feedback, and a submitted delivery record must not be represented as a Buyer-confirmed outcome.

Any displayed performance metric must have a defined basis and must not imply that Playto verified an event it did not verify. This Policy creates no specific service-completion percentage, independent certification or guarantee of future performance. Legitimate criticism must not be suppressed, and a valid remedy must not depend on deleting or changing a review.

Applicable law and non-waivable rights take priority. A B2B description does not remove protection that the law actually gives a Buyer, account holder or qualifying Service Partner. Any required local service disclosures, consent for early performance, withdrawal procedures or supplier-payment protections must be satisfied where they apply.

A signature, early start or acceptance of delivery does not automatically waive a statutory withdrawal, conformity, refund or other mandatory right. This Policy does not turn a service-quality concern into a general change-of-mind entitlement, nor does it override an additional right expressly agreed in the Service Order.

The version properly incorporated into the accepted agreement governs the relevant Transaction. Changes apply prospectively through the notice and acceptance process required by that agreement and law. Updating this page does not rewrite earlier scope, manufacture missing consent or make an earlier delivery record accurate. The displayed update date does not backdate contractual acceptance.

For Service Orders, delivery, milestone review, evidence, service issues or handover questions, contact:

support@playto.so

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

Include the relevant Buyer business and Transaction or Service Order reference. Do not send full payment credentials or unnecessary sensitive information. The company address is not a walk-in support location.