Penalties and fees — what are they?

Solvo has a transparent penalty system to maintain quality. Penalties apply to both sides — clients and handymen. The goal isn't to punish, but to encourage fair behavior.

For clients

Violation	Penalty
Cancel after handyman left (`IN_TRANSIT`)	30% of order total
Cancel while handyman is working (`IN_PROGRESS`)	80% of total
No-show when handyman arrives	30% of total + "Unreliable Client" rating
3 false disputes rejected in 30 days	Account restricted (no orders for 7 days)
Asking handyman to pay outside the app	Permanent ban
Harassment of handymen	Permanent ban + possible police report

For handymen

Violation	Penalty
Cancel after accepting (before leaving)	5,000 IDR + reliability score drops
Cancel while `IN_TRANSIT` (en route)	15,000 IDR + score drops
No-show within 60 min of ETA	25,000 IDR + 7 days probation
Complete no-show	50,000 IDR + 30-day account suspension
Asking for cash outside the app	Permanent ban + balance frozen
Poor work quality (3 proven disputes in 30 days)	30-day suspension + retraining
Harassment / violence	Permanent ban + police report
Uninstalling app without completing orders	50,000 IDR + 60-day ban

Handyman reliability score

Every handyman has a reliability score 0-100. High score → appears more often at the top of search results (Smart Sort + Profile Boost).

Start order on time: +1 score per order
Complete order: +2 score
5-star client rating: +3 score
≤ 3-star rating: -5 score
Cancel after accepting: -10 score
No-show: -25 score
Dispute proven against handyman: -15 score per case

Score < 30 = auto 30-day ban + retraining required.

Why are there penalties for clients too?

Because it's unfair if a handyman drove 45 minutes to your location and you cancel. They've already burned fuel and time — the 30% penalty is fair compensation, not punishment.

Conversely — if the handyman cancels after you waited 30 minutes, you get 25,000 IDR credit to your Solvo Wallet as compensation for your time. The system goes both ways.

Cascading bans for Yayasan (B2B)

If a handyman agency / yayasan has > 15% dispute rate in 30 days:

15-25%: warning + audit
25-40%: 7-day pause on new orders
40-60%: 30-day pause
60%: permanent ban + fraud investigation

Full B2B detail: see Yayasan Onboarding doc (docs/20-business/23_B2B_AGENCY_FLOW.md).

Appeal (for handymen)

If you think a penalty isn't fair — appeal via:

Open handyman app → "Penalty History"
Tap the relevant order
Click "Appeal" + write reason + upload evidence
Solvo team reviews within 48 hours

If the appeal is accepted — penalty refunded + score restored.

Common questions

I'm a new handyman — does my score start at 0? No — you start at score 50 (median baseline). After your first 10 orders — the score adjusts based on actual performance.

Are client penalties paid to the handyman? Yes — client penalties (cancel/no-show compensation) are paid directly to the affected handyman, not to Solvo. Solvo takes no commission from compensation.

I had a dispute but wasn't at fault — can it be removed from my record? After 90 days, completed disputes have half their score impact discounted. After 365 days — 80% discount. The goal isn't to ruin a good handyman's reputation over one mistake.

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