When do I get a refund?
Solvo has a clear refund policy — no hidden rules. Here are the cases where you get refunded.
Automatic 100% refund (no claim needed)
| Situation | Refund time |
|---|---|
| Handyman cancels before leaving | 1-2 business days |
| Handyman doesn't show within 60 min of ETA | Auto after you tap "Handyman didn't show" |
| You cancel within 5 min of payment | 1-2 business days |
| No handyman picks up the order within 30 min | Auto within 1-2 hours |
Refund via dispute (claim + evidence required)
| Situation | Evidence needed | Decision |
|---|---|---|
| Work doesn't match description | Before/after photos or video | Solvo team within 24 hours |
| Handyman damaged your property | Photos of damage + chat before starting | Solvo team within 24 hours |
| Handyman demanded cash on top (outside legitimate Scope Creep) | Chat screenshot / audio recording | 100% refund + handyman banned |
| Safety issue (aggressive / harassing) | Report button + screenshot | 100% refund + investigation |
Partial refund (Cancellation Capture)
If you cancel after the handyman has left or while the work is in progress:
- Handyman already on the way (
IN_TRANSITstatus): you pay 30% of total (compensates their time) - Handyman is working (
IN_PROGRESSstatus): you pay 80% of total - Job already completed: no refund — use dispute if there's a quality issue
How do I get the money back?
| Original payment method | Refund destination | How long |
|---|---|---|
| Credit/debit card | Same card | 5-14 business days (bank-dependent) |
| GoPay / OVO / DANA | Same e-wallet | 1-2 business days |
| Virtual Account (BCA, Mandiri, etc.) | Solvo Wallet | Instant (you can withdraw to bank) |
| Alfamart / Indomaret | Solvo Wallet | Instant |
| QRIS | Linked bank | 1-3 business days |
Why does Alfamart go to Solvo Wallet?
Alfamart can't accept refunds — so the money goes to your Solvo Wallet balance. You can use it for your next order, or withdraw to a bank account anytime (minimum 50,000 IDR, 5,000 IDR transfer fee).
Common questions
Does Solvo's 10% commission get refunded? Yes, on 100% refunds. On partial refunds — the commission is proportional.
I cancelled but haven't received the money after 14 days — what do I do? Contact support via in-app chat with the order ID. We'll check status with Midtrans.
Can I request a refund after confirming "Complete"? Yes, within 30 days, but only via dispute with clear evidence.
🔗 Related: [[escrow]] · [[disputes]] · [[penalties]]
Last updated: 2026-05-03