When do I get a refund?
Rewritten 2026-08-06. This page used to list four automatic refunds, a 30% / 80% cancellation capture, and told you that you could withdraw your Solvo balance to a bank account with a Rp 50.000 minimum and a Rp 5.000 fee. None of that was built. Money is not something to be approximately right about, so what follows is only what the system actually does today — and where a step is done by a person rather than automatically, it says so.
Your money sits in escrow — held by Solvo, not by the handyman — from the moment you pay until you confirm the job is done. Everything below is about how it comes back.
The one automatic case
You confirm the job → the money goes to the handyman. If you never confirm and never open a dispute, the escrow is released to the handyman automatically after 7 days. You get reminders before that happens. That window is your time to check the work and speak up.
If your order had a price range, the unused part returns to your Solvo balance automatically as soon as the job is marked complete — you only ever pay the final agreed price.
Refund through a dispute
This is the real route for anything that went wrong. Open a dispute from the order screen before you confirm, or during the 7-day window.
| Situation | What helps |
|---|---|
| Work doesn't match what was agreed | Before/after photos, the chat history |
| Something of yours was damaged | Photos of the damage, chat from before the job started |
| You were asked for cash on top | Chat screenshot |
| Safety issue — aggressive or harassing behaviour | Report button, screenshots |
A dispute freezes the escrow: nothing is released while it is open. A Solvo person reviews it and decides one of three things — full refund to you, payment to the handyman, or a split with a specific amount named. The decision moves the money at the moment it is made, and the refunded part lands in your Solvo balance.
We do not publish a decision deadline here, because we do not yet measure one. A promised time we cannot keep is worse than no promise.
Cancelling
You can cancel while the order is DRAFT, PENDING_PAYMENT, OPEN, or IN_TRANSIT (the handyman is on the way). There is no cancellation fee and no partial capture — Solvo does not keep a percentage.
⚠️ If the order was already paid, cancelling does not return the money by itself. The escrow stays held until a Solvo person issues the refund. Contact support with the order ID and it is processed by hand. This should be automatic; until it is, this page will not pretend it already is.
You cannot cancel once the handyman has started working (IN_PROGRESS) — use a dispute instead.
Where the money lands
Refunds decided in a dispute, and the unused part of a price range, go to your Solvo balance inside the app. You can spend it on your next order.
⚠️ The Solvo balance cannot yet be withdrawn to a bank account. Withdrawal exists for handymen only. If you need the money out of the app rather than back into an order, contact support — it is handled manually, case by case.
When a Solvo person issues a refund to the original payment method instead, it goes back through Midtrans to the card, e-wallet or account you paid from, on that provider's own timing.
Common questions
Is Solvo's commission refunded too? Solvo's commission is charged to the handyman, not to you — you never paid it, so there is nothing to refund. What you paid on top of the job price is the payment provider's fee (see [[pricing]]); that fee is the provider's cost and does not come back.
Can I ask for a refund after I have confirmed "Complete"? Confirming releases the money to the handyman, and there is no automatic route back after that. Contact support — anything past that point is a manual decision.
How long does a refund take? Into your Solvo balance: immediately, once the decision is made. Back to a card or bank account: the provider's timing, which we do not control.
🔗 Related: [[escrow]] · [[disputes]] · [[penalties]]
Last updated: 2026-08-06