How do I open a dispute?

If something's wrong with the order — open a dispute through the app, don't wait. Disputes are handled by Solvo's team with evidence from both sides. We do not publish a decision deadline, because we do not yet measure one.

When can I open a dispute?

You can open a dispute within 30 days of the order being marked "Complete" by the handyman. After 30 days — the case is closed permanently.

Valid reasons:

Work doesn't match what was booked
Handyman damaged your property
Handyman didn't finish the job
Handyman demanded extra cash (outside legitimate Scope Creep)
Harassment / inappropriate behavior
Handyman didn't show at all (auto-refund without dispute)

Invalid reasons (will be rejected):

You changed your mind after the work was done
You forgot to discuss expectations before the handyman started
The work isn't perfect but matches what was booked
You're refusing a Scope Creep you already approved in chat

How to open a dispute

Open the order under the "Orders" tab in the app.
Tap "Open Dispute" at the bottom.
Pick the issue category (damage / quality / fraud / safety).
Upload evidence — at least 1 photo or video. Maximum 10 files.
Write a short explanation (max 500 characters).
Submit. Solvo's team will contact you via chat. We do not publish a response deadline, because we do not yet measure one.

Evidence that strengthens your claim

✅ Photos before the handyman started (original condition)
✅ Photos after the handyman finished (damage / poor result)
✅ Screenshots of chat with the handyman (if there were discussions about the issue)
✅ Short video showing the problem (stronger than photos)
✅ Date/time in photo EXIF (don't edit photos before upload — we check metadata)

What happens after you submit?

Solvo's team reviews your evidence. Now it's the handyman's turn to upload theirs (before/after from their side, GPS log, milestone photos).
A person at Solvo decides, reading both sides' text and photos. We do not publish a decision deadline, because we do not yet measure one. No automatic or AI verdicts.
You're notified via push + chat. If you disagree, write to us from the order within 7 days — a person re-reads the record; there is no separate appeal form.

Possible outcomes

Outcome	Explanation
Full refund to the client	Handyman clearly at fault. The whole escrow returns to your Solvo balance
Split	Both sides share responsibility. The reviewer names the exact amount that comes back to you; the rest goes to the handyman
Payment to the handyman	Claim not proven. The escrow is released as it would have been on confirmation
Fraudulent dispute	The escrow is frozen and settled by hand, and the account behind it is reviewed

The split is not fixed at 50/50 — the reviewer sets the figure.

What about handymen?

You're notified when a client opens a dispute.
You can add your side and your evidence through support at any time while the dispute is open.
A Solvo person weighs both sides and decides.

Corrected 2026-08-06. This section used to promise a 48-hour counter-evidence window and an automatic decision for the client if you missed it. Neither exists: there is no timer on a dispute and nothing decides one automatically in anyone's favour.

Common questions

Is it safe to open a dispute? Can the handyman retaliate? Your identity stays protected. The handyman doesn't see your real phone number. If there's retaliation (1-star revenge review) — we remove it. Report via chat.

Can a dispute leave me owing money? No. A dispute only decides how the money already held in escrow is split between you and the other side. Nothing is charged to you afterwards and nothing is deducted from a later order.

Can I cancel my dispute after submitting? Not from the app. Write to support and a person can close it.

🔗 Related: [[escrow]] · [[refunds]] · [[penalties]] · [[worker-safety]]