Penalties and limits — what are they?

Rewritten 2026-08-06. This page previously published a fee schedule — Rp 5.000 / 15.000 / 25.000 / 50.000 for handymen, 30% / 80% captures for clients — plus a 0-100 reliability score with per-event points, compensation credits, and a cascading ban table for agencies. None of it exists in the system. No code charges any of those amounts, no column stores a reliability score, and cancelling captures nothing. A published fine that cannot be levied is not a deterrent; it is a false statement about someone's money. What follows is only what is built.

What actually applies today

Limits before your ID is verified (handymen)

Until your KTP is verified you can accept one order per day, worth at most Rp 200.000. Verification removes both limits and lowers your commission.

Commission (handymen)

10% once verified, 15% before that. The rate is fixed at the moment your bid is accepted, so it never changes underneath a job you already agreed to. It comes out of your payout, never out of the client's price.

Cancelling

There is no cancellation fee on either side today, and no partial capture. A client can cancel while the order is DRAFT, PENDING_PAYMENT, OPEN or IN_TRANSIT; once work has started (IN_PROGRESS) the route is a dispute, not a cancellation.

⚠️ Cancelling a paid order does not refund it automatically — a Solvo person does that by hand. See [[refunds]].

Disputes

A dispute is decided by a Solvo person: full refund to the client, payment to the handyman, or a split. See [[disputes]]. A decision against you carries no separate fine — the money outcome is the outcome.

Blocking

Solvo can restrict or block an account. That is a decision made by a person and reviewed by a person, not a points threshold that trips on its own.

Appealing

If you think a decision was unfair, send an appeal from the order screen. It is recorded against that order and reviewed by the Solvo team.

We do not publish a review deadline here, because we do not yet measure one.

What is NOT built — named so nobody plans around it

No reliability score of any kind. Nothing on your profile is a 0-100 number.
No automatic fine for cancelling, being late, or not showing up.
No automatic compensation credit when the other side cancels on you.
No automatic agency-level ban tiers based on dispute rate.

If these ship, this page changes first.

🔗 Related: [[escrow]] · [[disputes]] · [[refunds]] · [[master-onboarding]]