Company: FindPlay, Inc. EIN: 36-5170181 Effective Date: 27 March 2026 Governing Law: Delaware, United States (primary); Australian Privacy Act 1988 (Cth); EU/UK GDPR; and applicable laws in all jurisdictions in which FindPlay operates, including the United States, Australia, the European Union, the United Kingdom, and Asia-Pacific markets.
Version: v1.0
These Support Terms govern access to FindPlay's customer and technical support services. They apply globally to all users, Play Providers, and enterprise partners.
1. Scope of Support
FindPlay provides support services to assist users and providers in using the FindPlay platform effectively. Support is provided in respect of:
Platform functionality, including account setup, listing management, booking, and payment queries.
Technical issues affecting the use of the platform.
Trust Centre verification queries.
Billing and subscription queries.
Policy and compliance queries.
API and integration support (for developer and enterprise accounts).
FindPlay support does not extend to:
Third-party applications or services connected to FindPlay via API (support for those services must be sought from the relevant third-party provider).
Hardware or device issues affecting access to the platform.
Providing legal, financial, insurance, or medical advice.
Resolving disputes between users and Play Providers (governed by FindPlay's dispute resolution process).
2. Support Channels
FindPlay provides support through the following channels:
Free-tier account holders may access the Help Centre and community forum. Email support for free-tier accounts is available for issues relating to account security, Trust Centre verification, and child safety concerns.
3. Response Time Targets
Account Type
Query Type
Target Response Time
Enterprise
P1 incident (core service unavailable)
Within 30 minutes (see SLA)
Enterprise
General support query
Within 2 business hours
Pro+
General support query
Within 4 business hours
Pro
General support query
Within 1 business day
Free tier
Security / Trust Centre query
Within 2 business days
Developer (API)
Technical support query
Within 1 business day
Response time targets are measured from receipt of a complete support request during business hours. Incomplete requests (e.g., missing booking reference or insufficient detail) will be acknowledged but may not be actioned until the necessary information is provided.
4. Business Hours by Region
FindPlay operates a globally distributed support model. Business hours by primary region are:
Region
Business Hours
Time Zone
Australia / APAC
Monday–Friday, 09:00–18:00
AEST (UTC+10)
Europe / UK
Monday–Friday, 09:00–18:00
CET (UTC+1) / GMT (UTC+0)
Americas
Monday–Friday, 09:00–18:00
EST (UTC-5)
P1 critical incidents (as defined in the SLA) receive best-effort response outside business hours for Enterprise accounts.
5. User Responsibilities
To enable FindPlay to provide effective support, users and providers are expected to:
Provide accurate and complete information in all support requests, including account details, booking references, and a clear description of the issue.
Allow FindPlay reasonable access to account information necessary to investigate and resolve the query.
Follow reasonable instructions provided by FindPlay support to diagnose and resolve issues.
Refrain from submitting duplicate or repeated support requests for the same issue, which may delay resolution.
6. Support Language
FindPlay provides support in English across all regions. FindPlay makes reasonable efforts to provide support in the following additional languages:
Australia / APAC: English; reasonable efforts for Mandarin, Cantonese, and Japanese for enterprise accounts.
Europe: English; reasonable efforts for French, German, and Spanish for enterprise accounts.
Americas: English; reasonable efforts for Spanish.
FindPlay does not guarantee support in languages other than English for non-enterprise accounts.
7. Abuse of Support Services
FindPlay reserves the right to limit or terminate access to support services for users or providers who:
Submit false, misleading, or vexatious support requests.
Engage in abusive, threatening, or harassing conduct toward FindPlay support staff.
Systematically misuse the support channel to seek outcomes that are not available under FindPlay's policies.
8. Feedback and Complaints About Support
Users who are dissatisfied with a support interaction may submit feedback via the post-interaction survey or email feedback@findplay.com. Formal complaints about support services should be submitted to legal@findplay.com. FindPlay will acknowledge formal complaints within 5 business days and provide a substantive response within 20 business days.
Regional Complaint Escalation Pathways
Where a complaint about FindPlay's support services is not resolved to the user's satisfaction:
Australia: Users may contact the Office of the Australian Information Commissioner (OAIC) for privacy-related complaints, or the relevant state consumer protection authority for consumer-related complaints.
EU: Users may contact the relevant national data protection authority (DPA) for privacy complaints, or the EU ODR platform for consumer disputes.
UK: Users may contact the Information Commissioner's Office (ICO) for privacy complaints, or Citizens Advice for consumer disputes.
USA: Users may contact the relevant state attorney general's office or the FTC for consumer protection complaints.
Singapore: Users may contact the Personal Data Protection Commission (PDPC) for privacy complaints or the Competition and Consumer Commission of Singapore (CCCS) for consumer protection complaints.
Japan: Users may contact the Personal Information Protection Commission (PPC) for privacy complaints.