Dispute Rules

1. What these rules cover

These rules explain how a disagreement about a Solvo order between a client and a master is handled, and what happens to the money held in escrow. 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. Solvo's role

Solvo is a marketplace, not the provider of the home service. The work is agreed between the client and the master. In a dispute, Solvo decides one thing: what happens to the escrow for that order. Solvo's decision does not take away either party's right to use the legal routes in section 10.

3. Try to agree first

Many problems are solved fastest by talking. Use the in-app chat to explain what is wrong and what you expect. If you cannot agree, open a dispute.

4. Who can open a dispute, and when

1. Either party, the client or the master, can open a dispute from the order.
2. Typical reasons: the master did not arrive; the work was not done or not finished; the result is not what was agreed; something was damaged; the client refuses to confirm work that was done as agreed.
3. A dispute can be opened only while the payment is still held, that is, before the client confirms completion or before the escrow is released automatically after the period shown in the app. After the escrow has been released, a dispute can no longer be opened; contact in-app support instead.
4. After the client accepts a master's offer, the client cannot cancel the order. A dispute is the way to raise a problem from that point.

5. How to open a dispute

1. Open the order in the app and choose the option to open a dispute.
2. Describe what happened, plainly and truthfully.
3. Add evidence (see section 6).

The other party can respond in the app with their own explanation and evidence.

6. Evidence

Both parties can submit evidence. Useful evidence includes:

• photos of the place or item before and after the work;
• the result photos the master uploaded;
• messages from the in-app chat;
• the job description and the accepted offer.

Solvo also looks at what the platform recorded for the order, such as the arrival check by location and PIN, and the order history.

Messages and agreements made outside Solvo are hard to verify and may not be taken into account. Evidence must be real. Submitting false or edited evidence is a breach of the Community Rules.

7. What happens to the money during a dispute

While a dispute is open, the escrow for that order stays held. It is not released to the master and not returned to the client until the dispute is decided.

8. The decision

Disputes are decided by Solvo staff after reviewing the explanations and evidence from both parties. Decisions are not made automatically and not by AI. The decision is one of three outcomes:

1. Full release: the escrow is released to the master.
2. Full refund: the escrow is refunded to the client.
3. Split: part is released to the master and part is refunded to the client.

What follows from the decision:

• An amount released to the master goes to the master's Solvo wallet, minus Solvo's commission.
• An amount refunded to the client goes to the client's Solvo balance. The Refund Policy explains how a refundable balance can be returned to you.
• The payment gateway's transaction fee is not refundable once the gateway has charged it.

The decision is communicated to both parties in the app.

There is no fixed time for a decision: it depends on the case and on how quickly both parties respond. If a party does not respond, Solvo decides on the evidence it has.

9. If you do not agree with the decision

If you disagree with the decision, tell us why through in-app support and add any evidence that was not considered. Solvo may submit the dispute for a further review through mediation.

10. Your rights outside Solvo

These rules do not limit your rights under Indonesian law. At any time you may:

• bring a consumer complaint to the Directorate General of Consumer Protection and Trade Compliance (Ditjen PKTN) of the Ministry of Trade of the Republic of Indonesia;
• bring the matter before the Consumer Dispute Settlement Body (BPSK) or the competent Indonesian court.

A claim that one party has against the other beyond the escrow amount, for example for damage greater than the price of the job, is a matter between the client and the master. Solvo does not provide a guarantee or insurance for the work.

11. Safety comes first

A dispute is for problems with the work and the payment. If you feel unsafe, leave the situation and call emergency number 112. The in-app SOS button opens your phone's call screen for emergency number 112 (you place the call yourself), freezes the order and the escrow, and notifies Solvo's operations team. Solvo tries to notify your emergency contacts but cannot guarantee delivery. See the SOS Disclaimer.

12. Fair use

1. Open a dispute only for a real problem. Do not use a dispute, or the threat of one, to pressure the other party into a discount, extra work or a better review.
2. Repeated unfounded disputes, false statements or false evidence can lead to a warning, suspension or closing of the account under the Community Rules.

13. Disputes with Solvo itself

If your complaint is about Solvo's own service rather than about the other party, write to support@solvo.id. We will first try to settle it amicably. If that does not work, the dispute may be brought before the competent Indonesian court or BPSK, as set out in the Terms of Service.

14. 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.

15. Contact

In-app support, or support@solvo.id.