Refund and Dispute Policy

1. You set your refund rules

You decide your own refund policy for your customers. Playto processes the refunds you approve. We recommend you show your refund policy clearly to your customers before they buy, because it reduces disputes.

2. How to issue a refund

You can issue a refund from your Playto dashboard, or by contacting support@playto.so with the transaction ID.

3. Refund fees

A refund costs $5, and the original transaction fee on that sale is kept. The card networks and payment partners do not return their fee on a refund, so we cannot either.

Example. You refund a $1,000 sale. Your customer gets the full $1,000 back. You are charged the $5 refund fee, and the original transaction fee on that sale is not returned.

4. What happens if your balance is low

If you have enough balance, your customer is refunded in full and your balance is reduced by the refund plus the fees. If your balance cannot cover it, the transaction fee is taken out of the refund amount, and the $5 fee is recorded against your balance and recovered from your next payouts.

Example. You want to refund $100 but your balance is empty. The original card fee on that sale is taken from the refund, so your customer receives a little less than $100, and the $5 refund fee is recorded against your balance for next time.

5. How long a refund takes

A refund can take up to 10 working days to reach your customer, depending on their bank.

6. What a dispute (chargeback) is

Handling a dispute costs $50, plus the original transaction fee, and this applies whatever the outcome of the dispute.

Example. A customer disputes a $1,000 sale. Whether the dispute is won or lost, you are charged $50 plus the original transaction fee for handling it.

7. Dispute fees

A refund can take up to 10 working days to reach your customer, depending on their bank.

8. Chargeback prevention, switched on by default

Playto is connected to the card networks, early-warning systems, Ethoca, Verifi, and Visa RDR (Rapid Dispute Resolution). When a customer is about to dispute a payment, Playto is alerted first and can resolve it before it ever becomes a formal chargeback.

When an alert is resolved this way, the fee is $50 plus the original transaction fee, the customer is refunded, and it does not count as a chargeback against your account.

Example. A customer is about to dispute a $1,000 payment. Playto receives the alert and refunds the customer before it becomes a chargeback. You pay the $50 fee, but your chargeback rate stays clean, which keeps your account safe.

9. Why we keep chargebacks low

The card networks track your chargeback rate. If it climbs too high, your account can be suspended or banned, and so can ours. Catching disputes early and resolving them as alerts keeps your rate clean and protects your account. This is also why we hold a small rolling reserve, so there is always a buffer to cover a dispute if one comes.