Terms of service

These terms govern the contract between Limbo SLU (NRT (Andorran tax registration number) L718107N), with registered office at Ctra de la Rabassa, Edifici Terres de Cibós, B, 1, 1. Sant Julià de Lòria AD600, Andorra, owner of Playium ("Playium"), and the business or professional that subscribes to the service ("the venue" or "you").

Playium is offered exclusively to businesses and professionals: by subscribing you declare that you do so for your business or professional activity, not as a consumer, and that the person accepting these terms is authorised to bind the venue.

In these terms, the dashboard is the management application used by the venue's staff; administrators are dashboard accounts with the administrator role; families are the venue's customers (parents or guardians and children) who use its app, its public calendar or its WhatsApp; and the venue's data is the data that the venue, its staff and its families enter into or generate in Playium.

You accept these terms by ticking the box when signing up, buying, renewing or accepting a new version in the dashboard (clause 15) or, in a direct sign-up with Playium, by accepting them in writing. Together with the Cancellation and refund policy, the Data processing agreement and the list of subprocessors, which are accepted along with them, they form the contract.

Playium is a cloud platform for managing indoor play centres, kids clubs and venues with a play area: the front-desk and management dashboard, the family app, the public calendar and, depending on the plan, modules such as WhatsApp with an artificial intelligence assistant. What each plan and module includes, and its price, is published on the pricing page at playium.es; what you have subscribed to is shown in Settings › Billing, in the dashboard.

For as long as the contract lasts, Playium grants you a non-exclusive, non-transferable licence to use the service in your venue's business. Playium's software, brand and content remain the property of Limbo SLU. You may not resell the service, give access to third parties outside the venue, copy or decompile the software, or try to access parts of the service or data that are not yours.

Playium evolves continuously: we add, change or remove features. We will not remove an essential feature of what you have subscribed to without notifying you under clause 15.

Signing up on the website. You choose the plan at playium.es, fill in the venue's details and go to the Dodo Payments payment page. Once you complete it, your venue is created automatically and, from the confirmation page, you enter the dashboard with a single-use access link; after that you sign in with your email and the password you chose when signing up. If you cannot get in, write to us at hola@limbo.ad.

Free trial. Sign-ups on the website include a 14-day trial. The payment page asks for a payment method, but nothing is charged during the trial. When it ends, the subscription starts being charged automatically unless you have cancelled it beforehand; the date of the first charge is shown in Settings › Billing, in the dashboard. The trial is for new customers: if you subscribe again from the dashboard after cancelling, you are charged from day one.

Direct sign-up with Playium. If your venue signs up directly with Playium (for example, paying by SEPA direct debit or with a trial granted by Playium), the price, the payment method and the length of the trial are those agreed in writing; everything else in these terms applies as usual. In that case, billing, plan changes and cancellation are handled by writing to hola@limbo.ad.

Accounts. Administrators create the accounts of the rest of the staff, with the administrator or employee role, and are responsible for how they are used. Each account is personal: keep passwords safe and let us know at hola@limbo.ad if you suspect someone has accessed it without permission. The dashboard session expires after 8 hours on each device.

The subscription is paid in advance, monthly or yearly as you chose, and renews automatically at the end of each period until you cancel it. Optional modules are charged together with the plan.

Dodo Payments as Merchant of Record. The service is sold through Dodo Payments Inc., a company incorporated in the state of Delaware (United States), which operates together with its group companies Dodope Payments Limited and Sarvapanchhi Technologies Private Limited. Dodo Payments acts as Merchant of Record: it is the official seller to you, issues the invoice, collects payment and handles collecting and remitting VAT or any applicable indirect tax. Its relationship with Playium is governed by its Master Services Agreement, published at dodopayments.com/legal/terms-of-use, and when you pay you also accept its buyer terms, at dodopayments.com/legal/buyer-terms. From the dashboard (Settings › Billing), the administrator who took out the subscription reaches the payment gateway's customer portal to change the payment method, see the invoices and cancel.

Taxes. Advertised prices do not include tax. You are asked for your tax ID when subscribing: with a valid EU VAT number the reverse charge applies and the invoice is issued without VAT, for the advertised amount. If the tax ID cannot be validated, VAT or the equivalent tax of your country is added to the advertised amount at the time of payment. Venues in Andorra are not charged any tax: they pay the advertised amount.

Price changes. What you have already subscribed to keeps its price at each automatic renewal. If you subscribe again after cancelling, the plan keeps its price if you do so within the following 3 months and with the same billing cycle; after that period, and modules always, are charged at the rate in force. Anything you subscribe to later (a different plan or a new module) is charged at the rate in force at that time. If we ever raised the price of an ongoing subscription, we would tell you by email at least 30 days in advance, and you could cancel without penalty before it applies.

While the paid subscription is active, the administrator who took it out can change plan and add or remove modules from the dashboard (Settings › Billing); if you don't see the option you need, write to us at hola@limbo.ad:

• Upgrading (a higher plan or a new module) applies immediately, and the prorated amount calculated by the payment gateway is charged at that moment. If that charge fails, the change is not applied. • Downgrading (a lower plan or removing a module) applies when the next billing period starts, with no charge or credit: until then you keep what you have already paid for. • If a single change upgrades one thing and downgrades another, the whole change applies when the next period starts.

Plans cannot be changed during the free trial, and switching between monthly and yearly billing is not available from the dashboard either. For those cases, write to us at hola@limbo.ad.

If a subscription charge fails (expired card, insufficient funds…), the payment gateway retries it according to its own rules and the subscription is left pending payment. Meanwhile the dashboard keeps working and shows a notice that leads to Settings › Billing, from where the payment method is updated in the gateway's portal. Playium does not send its own email notices about the failed payment.

If the gateway pauses the subscription, access to the dashboard is cut off: on signing in, a notice says the licence is not active, from which an administrator can download the venue's data, and no changes can be saved. If the subscription ends up cancelled, access to the dashboard is switched off when the period already paid for ends. From then on clause 14 applies. Cancellation for non-payment does not give a right to a refund.

You will use Playium only to manage your venue's business and in accordance with the law. In particular, you will not use it to:

• send marketing communications to people who have not consented to them, or unsolicited bulk messages by email or WhatsApp; • process personal data without a legal basis or without having informed the people concerned (clause 8); • publish or send unlawful or misleading content, or content that infringes third-party rights; • attack, overload or try to bypass the security of the service, or access other venues' data; • use the WhatsApp assistant for purposes other than serving the venue's customers.

If you use WhatsApp through Playium, you must also comply with Meta's WhatsApp Business policies.

If a use puts the service, other venues or third parties at risk, or is clearly unlawful, Playium may suspend access or the affected feature, notifying you beforehand unless the urgency does not allow it, and will explain it to you by email.

The venue is the controller of the data of its families, its children and its staff, and Playium is its processor, under the Data processing agreement. As controller, the venue:

• has a legal basis for each piece of data it asks for, and decides which fields it asks for, which modules it switches on and how long it keeps what is up to it to decide; • informs its families. To help it do so, Playium generates, from the details the venue fills in in its settings (company name, tax ID, address and phone number), a venue privacy notice, which is published once those four details are complete and which its app and its public calendar link to; the venue is responsible for its content and for completing and keeping those details up to date; • when it registers a family from the dashboard, has informed the family beforehand: the dashboard makes it declare so; • if it processes families' health data (for example, allergies), has the parent or guardian's explicit consent and can prove it, and, in general, collects children's data through their parents or guardians; • handles families' requests about their data. From the dashboard it can view and correct them and, for an erasure request, use "Erase personal data", which permanently deletes or anonymises them and keeps, without them, the accounting records the venue must retain.

The venue's data belongs to the venue. Playium processes it on the venue's behalf and only to provide the service, under the Data processing agreement, which prevails over these terms on data protection.

Playium does not use the data of the venue or its families for advertising, profiling, training artificial intelligence models or any purpose of its own, and does not sell or share it. It only discloses it to the subprocessors on the list of subprocessors, to provide the service, to the services the venue itself connects (its payment gateway, its calendar application, its WhatsApp Business account) or when required by law (clause 12). Playium may publish aggregated statistics that identify no one, such as the user figure shown on the website, which adds up access accounts and registered parents or guardians and children.

How Playium processes the data of the people who subscribe to and use the service on the venue's behalf (administrators and staff) is explained in the Privacy policy.

The WhatsApp module includes an assistant that replies to the venue's customers using an artificial intelligence model from Anthropic (Claude), a Playium subprocessor. Playium switches it on with the plan or add-on that includes it, and an administrator can turn it on and off from the dashboard.

• AI notice: the assistant's first message in each conversation, and the first one it sends after more than 24 hours without writing, says that it is an AI and that the customer can ask to speak to a person on the team. The venue cannot remove that notice; it can switch the assistant off. • Human review: administrators see every conversation in the dashboard and can take over a conversation and later hand it back to the assistant. The assistant hands the conversation over to the venue's team when the customer asks to speak to a person, when they make a complaint, when it cannot answer and the customer agrees to be contacted by the team, when it cannot complete a booking or if it suffers a technical error; while the team has it, the assistant does not reply for the period the venue sets (12 hours by default) or until it is handed back. • Bookings: if the venue does not take online card payments, bookings prepared by the assistant stay pending until a person at the venue confirms them; if it does, the assistant sends a payment link (for the total or the deposit) and the booking is confirmed automatically once paid. • Health data: the assistant does not ask for it. If the customer writes it, when the conversation is sent to Anthropic, each fragment of a sentence the system recognises as health data is replaced with a marker; it is a keyword filter that may not recognise them all. The venue sees them in full in the dashboard. • No training: under Anthropic's commercial terms, it may not use this content to train its models, and Playium does not use it to train models of its own either. • No guarantee of accuracy: an AI's answers may contain mistakes. The venue is responsible for the information it gives the assistant (opening hours, prices, rules) and for reviewing what it confirms to its customers.

We work to keep Playium available at all times, but we do not guarantee an availability percentage: there may be interruptions for maintenance, because of failures of the providers it depends on (hosting, email, payment gateways, WhatsApp) or for reasons beyond Playium's control.

If the internet connection drops, the front-desk dashboard keeps working on that device: check-ins and check-outs, consumptions, charges and refunds, passes and memberships, cash registers, and new and edited families are saved on the device and sent automatically once the connection has been stable for a minute. Anything that depends on external services (online payments, emails, WhatsApp) needs a connection. If an operation fails when it is sent (for example, because another cash register was already open), the dashboard flags it with the error so you can retry or export it. If someone changed the same data from another device in the meantime, the last change sent prevails.

To work offline, the device keeps a copy of the venue's data; it is deleted when someone signs out from the dashboard, except for operations not yet sent; if the session expires without signing out, the copy stays on the device until the next sign-out. The venue is responsible for the custody of its devices.

Playium applies the technical and organisational measures in the annex to the Data processing agreement, explained in Security: encrypted communications, isolation between venues, daily backups and restricted access for Playium's staff, among others.

If a security breach affects the venue's data, Playium notifies it without undue delay and within 48 hours at the latest of becoming aware of it, by email to the administrator, as set out in the data processing agreement. That agreement also governs audits and changes of subprocessors.

Each party keeps confidential the other's non-public information that it learns through the contract. Playium's staff access a venue's data only to operate the service, resolve incidents or provide support requested by the venue itself. If an authority requires Playium to hand over a venue's data, Playium will notify the venue beforehand, unless the law prohibits it, and will hand over only what it is obliged to.

Each party is liable for the damage it causes by breaching this contract. Except in case of wilful misconduct or gross negligence, and except where the law does not allow it to be limited:

• neither party is liable for loss of profits, loss of business or opportunities, or other indirect damage; • Playium's total liability for all claims arising from the contract is limited to the fees the venue has paid for the service in the 12 months before the event giving rise to them.

There is no limit for wilful misconduct or gross negligence. Playium is not liable for the venue's content and decisions (what it publishes, what it confirms to or charges its families), or for the services the venue contracts with third parties, such as its payment gateways or its WhatsApp Business account. On data protection, liability is allocated as set out in the Data processing agreement.

The contract lasts while the subscription is alive. The administrator who took out the subscription can cancel it at any time, without penalty, from the dashboard (Settings › Billing › Cancel subscription, which opens the payment gateway's customer portal); you can also cancel it by writing to hola@limbo.ad. You keep access until the period already paid for, or the trial, ends; amounts paid are not refunded, except in the cases of the Cancellation and refund policy. Playium may terminate the contract if you seriously breach these terms and do not remedy it after being notified.

Exit of your data. You can download your data in an open format (CSV) while the contract lasts and for the 30 days after cancellation, from Settings › Your data; if the licence has already expired, from the screen shown after signing in. The download includes families, parents or guardians and children; sessions, consumptions, charges and cash registers; events, birthdays, activities, sign-ups and their online payments; passes, memberships and rewards; table bookings; products, rates, rooms and settings; the access accounts of staff and families; dashboard notifications and reminders; WhatsApp settings, conversations, messages, documents and attachments; acceptances of legal texts; and the venue's files. It does not include secrets (payment gateway keys, WhatsApp tokens, private links) or Playium's own data. The table-by-table detail is in the LEEME.txt (read-me) file of each download. Downloading and switching provider are free of charge, and if you need help understanding the download, write to us.

Erasure. 90 days after cancellation, Playium automatically erases the venue's data, its files and the accounts of its staff and families, except the billing records of your Playium subscription, which it keeps blocked for 6 years to meet its legal obligations. We email you when the service ends, 7 days before the download closes and when the erasure is complete. If you reactivate the subscription before then, the erasure is cancelled; while your subscription is still alive at the payment gateway, the download stays open and nothing is erased. If your venue had already cancelled when we activated automatic erasure, the periods run from that activation. You can request an earlier erasure by writing to hola@limbo.ad from the account's email: Playium schedules it and it runs five days later; from that moment the dashboard is disabled. The details are in clause 9 of the Data processing agreement and in the Privacy policy.

We may amend these terms and the other texts the venue accepts (the cancellation and refund policy, the data processing agreement, the list of sub-processors, the privacy policy, the cookie policy and the legal notice). If a change is substantial, we will communicate it by email to the administrators of each venue at least 30 calendar days before it takes effect. Changes that do not harm you or that are required by law may apply sooner.

Continuing to use the service does not amount to accepting the new text. When a new version is published, the dashboard asks an administrator of the venue to accept it by ticking the same boxes as when subscribing. If it is not accepted, 30 calendar days after the version is published (or after you signed up, if later) access to the dashboard is suspended. During the suspension, the subscription and its billing remain active: Playium does not pause or cancel them. While it lasts, an administrator can download the venue's data, and nothing is deleted for this reason. As soon as an administrator accepts the new text, access is restored immediately. If you do not agree, you can cancel without penalty.

The version in force is always published on this page, with its date. Each time you subscribe, renew, subscribe again or accept a new version from the website or the dashboard, you are asked to accept the version in force at that time, and Playium records which version you accepted and when.

Entire agreement. The contract consists of these terms, the Cancellation and refund policy, the Data processing agreement, the list of subprocessors and the plan and prices you subscribed to. The Privacy policy explains the processing Playium carries out as controller. On data protection, the data processing agreement prevails.

Assignment. You may not assign the contract without Playium's consent. Playium may assign it to a company in its group or to a successor in the business, notifying you by email.

Force majeure. Neither party is liable for a failure caused by events beyond its reasonable control (general internet outages or outages of essential providers, disasters, acts of authority), for as long as they last.

Severability and notices. If a clause is void, the rest remains in force. Playium's notices are sent to the email of the venue's administrators; yours, to hola@limbo.ad.

Language. These terms and Playium's other legal policies are published in Spanish, Catalan and English. In case of discrepancy between versions, the Spanish version prevails.

Law and jurisdiction. These terms are governed by the laws of the Principality of Andorra. For any dispute, the parties submit to the courts of Andorra la Vella (Andorra), without prejudice to the mandatory rights that the applicable law grants to each party.