Community Rules

1. Why these rules exist

Through Solvo, people who do not know each other meet in a home. That only works when both sides feel safe and are treated fairly. These rules apply to everyone who uses Solvo, clients (people who order a service) and masters (service professionals who take jobs) alike. They are part of the Solvo Terms of Service.

Solvo is operated by PT Choza Balibu Family, NIB 2506240060092, Jalan Sugriwa No 60, Banjar Padangtegal Kelod, Ubud, Kabupaten Gianyar, Bali, Indonesia. Contact: support@solvo.id.

2. Rules for everyone

1. Be respectful. No insults, threats, intimidation, harassment or unwanted sexual remarks or contact, in chat or in person.
2. No discrimination. Do not refuse or mistreat anyone because of religion, ethnicity, race, nationality, gender, disability or age.
3. Be honest. Give true information about yourself, the job, the work done and what happened.
4. Use your real identity. You must be at least 18. Use your own account only. Do not share, lend or sell it.
5. Stay within the law. Do not use Solvo for anything unlawful, and do not ask anyone to do unlawful or dangerous work.
6. Respect privacy. Use another person's address, photos and details only for the order. Do not publish or pass them on, and do not take photos or video of people or of a home beyond what the job needs.
7. Safety first. If a situation feels unsafe, leave it. In an emergency call 112 or use the SOS button.

3. Keep the job on Solvo

1. Arrange and pay for jobs found on Solvo only through Solvo.
2. Do not exchange phone numbers or other contact details in order to move a job off the platform. Contact details in chat (phone numbers, messenger handles, links, bank details and requests to deal outside Solvo) are hidden automatically by rules.
3. Do not ask for or offer cash, a direct transfer or any other payment outside Solvo.
4. A job taken off-platform loses escrow and dispute protection, and can lead to suspension.

4. Rules for clients

1. Describe the job truthfully: what needs to be done, the size of the job, and anything the master should know beforehand (pets, difficult access, hazards).
2. Be there, or make sure someone is, at the agreed time.
3. Give the PIN only at the door, in person, to the master who has arrived. Never send it in advance.
4. Provide a safe place to work and do not ask the master to do something dangerous.
5. Keep to the agreed job. Do not demand work that was not in the order.
6. Confirm finished work promptly. If there is a real problem, open a dispute and explain it honestly. Do not hold back confirmation to get a discount.

5. Rules for masters

1. Offer only on jobs you can do with your skills and tools.
2. Keep your commitment. Arrive at the agreed time. If you cannot, tell the client and support as early as possible.
3. Ask for the PIN only when you are at the address.
4. Do the agreed work carefully, and leave the place tidy.
5. Upload real photos of the result of this job. No old, borrowed or edited photos.
6. Respect the home. Do not enter rooms you do not need, do not take or use the client's belongings without permission, and do not bring along people the client has not agreed to.
7. Do not work under the influence of alcohol or drugs.

6. Chat

1. Use the in-app chat for everything about the order. It keeps a record that protects both sides if there is a dispute.
2. No spam, advertising or offers unrelated to the order.
3. Do not try to get around the chat filter, for example by writing a phone number in words or sending it as a picture.
4. Chat is not analysed by AI. Where the app offers to translate a message, the translation is made on your phone. A machine translation is a convenience: the original text is what counts.

7. Reviews and ratings

1. Review only real orders, and describe your own experience.
2. Do not offer or ask for money, discounts or extra work in exchange for a review, and do not threaten a bad one.
3. Do not review yourself, and do not arrange reviews through friends or second accounts.
4. We may remove reviews that break these rules.

8. Fraud and abuse

The following are never allowed:

• fake or duplicate accounts, or using another person's identity or documents;
• fake orders, including orders between connected accounts to collect referral earnings or ratings;
• inviting yourself or inventing invited users in the referral program;
• false statements or false, edited or borrowed evidence in a dispute;
• opening disputes without a real problem, or threatening a dispute to pressure the other side;
• pressing SOS without a real emergency;
• interfering with the app, the payment flow or another user's account.

9. What happens when rules are broken

Depending on how serious the breach is and whether it is repeated, Solvo may:

1. give a warning;
2. hide or remove content;
3. limit features of the account;
4. suspend the account;
5. close the account.

In addition, fraud voids referral earnings, and a job taken off-platform is not protected by escrow or the dispute process. Where the law requires it, Solvo gives information to the competent authorities.

We will tell you about a measure and its reason, unless that would hinder a fraud or safety investigation. If you think a measure is a mistake, write to support@solvo.id and explain why.

10. How to report a problem

• Danger right now: call 112 or use the SOS button. Solvo is not an emergency service.
• A problem with the work or the payment: open a dispute from the order. See the Dispute Rules.
• Behaviour that breaks these rules: contact in-app support or support@solvo.id, and include the order and what happened.

We will not take action against you just because you reported in good faith.

11. Law and language

These rules are governed by the laws of the Republic of Indonesia. They are available in Indonesian and English. If the two differ, the Indonesian version prevails.