Privacy Policy
Last updated: 2026-10-02
1. Who we are
Solvo (the website solvo.id and the Solvo mobile apps) is operated by PT Choza Balibu Family, NIB 2506240060092, registered business location Jalan Sugriwa No 60, Banjar Padangtegal Kelod, Ubud, Kabupaten Gianyar, Bali, Indonesia.
PT Choza Balibu Family is the controller of the personal data described here, under Law No. 27 of 2022 on Personal Data Protection (UU PDP).
Privacy requests and questions: privacy@solvo.id.
2. What this policy covers
This policy explains what personal data we collect when you use Solvo as a client (a person who orders a service) or as a master (a service professional who takes jobs), why we use it, who receives it, how long we keep it, and what rights you have. Solvo is for people aged 18 and over. We do not knowingly collect data from anyone younger.
3. Data we collect
| Data | Examples | Who it concerns |
|---|---|---|
| Account data | Name, phone number, email | Everyone |
| Identity data | KTP photo, selfie video, bank account | Masters |
| Order data | Job description, address, price, photos of the job and of the result, reviews | Clients and masters |
| Location | Location of the device while an order is active; address of the job | Clients and masters |
| Payment records | Amounts, time, status and method of payments, refunds and payouts | Clients and masters |
| Messages | In-app chat between client and master; conversations with support | Everyone |
| Emergency contacts | Contacts you add for the SOS function | Users who add them |
| Device and log data | Device type, app version, IP address, technical logs, push notification token | Everyone |
Card and bank details used for payment are handled by the payment gateway. Solvo does not store them.
If you give us another person's details (for example an emergency contact), make sure that person agrees.
4. Why we use your data, and on what basis
| Purpose | Basis under UU PDP |
|---|---|
| Creating your account and signing you in with a one-time code (OTP) | Performing our agreement with you |
| Running orders: showing jobs and offers, escrow, PIN and location check at arrival, release of payment, payouts | Performing our agreement with you |
| Verifying the identity of masters | Your explicit consent; performing the Partner Agreement |
| Filtering chat for phone numbers and off-platform payment requests; preventing fraud and abuse | Our legitimate interest in keeping the marketplace safe |
| Handling support requests, disputes and SOS alerts | Performing our agreement; protecting vital interests in an emergency |
| Keeping tax, accounting and payment records | Legal obligation |
| Sending service notifications (order status, login codes, policy changes) | Performing our agreement with you |
| Website analytics | Your consent (see section 9) |
We do not sell personal data.
5. Identity verification for masters
To become identity-verified, a master submits a KTP photo, a selfie video and a bank account. This includes biometric data, which UU PDP treats as specific personal data. We process it only to confirm that the master is a real person who matches the document, and that payouts go to the master's own account.
The documents are processed with our verification provider, Didit, and the files are kept in our cloud storage. They are seen only by the verification provider and by authorised Solvo staff. They are never shown to clients. Clients see only a master's display name and rating.
You may choose not to be verified. You can then still work as an unverified master with the limits described in the Partner Agreement.
6. Location and address
- The client's exact address is shown to a master only after the client accepts that master's offer. Before that, masters see only an approximate area (about ±200 m).
- We use device location while an order is active, for example to check that the master has arrived.
7. Chat
Messages in the in-app chat are stored so that the order can be carried out and, if needed, used as evidence in a dispute. Contact details (phone numbers, messenger handles, links, bank details and requests to deal outside Solvo) are hidden automatically by rules. Messages are not analysed by AI. Where the app offers to translate a message or an order description, the translation is made on your phone by Google ML Kit: the text is not sent to Solvo or to Google to be translated. ML Kit downloads a language pack from Google after you agree to it, and sends Google metrics about how the feature performs and is used, without the text.
8. Who receives your data
Other users. A master sees the job details and, after the offer is accepted, the exact address. A client sees the master's display name, rating and reviews.
Service providers who process data for us, only as needed for their task:
| Recipient | Purpose |
|---|---|
| Midtrans (licensed payment gateway) | Payments, escrow, refunds, payouts |
| Didit | Identity verification of masters |
| Cloud hosting provider in Indonesia | Running the application and database |
| Cloudflare R2 | Cloud storage for photos and files |
| WhatsApp Business (Meta) | Delivering login codes |
| Apple and Google | Push notifications |
| Google Maps | Maps and addresses |
| Google ML Kit | Translation on your phone: language packs and usage metrics, never the text |
| Telegram | Operational alerts to Solvo's own operations team. For an SOS alert these include the user's name, phone number, order title and location |
| Other technical providers | Email delivery, error monitoring, website analytics |
Authorities. We disclose data to a government body, court or law enforcement agency when Indonesian law requires it.
Our application and database are hosted in Indonesia. Some of the providers above operate outside Indonesia, so data they handle may be processed abroad. Where that happens, we transfer data as UU PDP allows.
9. Website cookies and analytics
The solvo.id website measures visits with analytics tools and shows a consent banner. Analytics cookies are set only if you accept. Until you accept, and if you decline, visits are measured without cookies. The website works the same way either way.
10. How long we keep data
- We keep account data while your account exists.
- Order, payment, dispute and chat records needed for tax, accounting and dispute purposes are kept for as long as the law requires, also after the account is deleted.
- Other data is kept only as long as it is needed for the purposes in section 4, and is then deleted or anonymised.
11. Deleting your account
You request deletion of your account in the app. If the account has a balance or an order in progress, contact support first so that the balance is settled. Agency owners contact support to delete their account.
When the account is deleted, identifying profile data and identity documents are deleted or anonymised. Order, payment, dispute and chat records needed for tax, accounting and dispute purposes are retained for as long as the law requires.
12. Your rights
Under UU PDP you have the right to:
- Access: ask what data we hold about you and receive a copy.
- Correction: have inaccurate or incomplete data corrected.
- Deletion: have your data deleted where the law allows. Section 11 explains what is deleted and what is retained when an account is deleted.
- Withdrawal of consent: withdraw a consent you gave. This does not affect processing that already took place. Some functions may stop working (for example, verified status).
- Objection: object to processing, including decisions made only by automated means that significantly affect you.
- Portability: receive your data in a commonly used format.
To use these rights, write to privacy@solvo.id from the email or phone number linked to your account. We may ask you to confirm your identity. We respond within the period the law requires. Using these rights is free, except where the law allows a fee.
13. Security and breach notification
We use technical and organisational measures to protect personal data, and limit access to the people who need it for their work. No system is perfectly secure.
If a personal data breach occurs, we notify the affected users and the competent authority in writing within 3 x 24 hours, as the law requires. The notice says what data was affected, when and how, and what we are doing about it.
14. Changes to this policy
We may update this policy. The new version is published on solvo.id with a new date and version, and we inform you through the app or the contact details in your account. Where the law requires your consent for a change, we ask for it.
15. Law and language
This policy is governed by the laws of the Republic of Indonesia. It is available in Indonesian and English. If the two differ, the Indonesian version prevails.
16. Contact and complaints
- Privacy requests: privacy@solvo.id
- General support: support@solvo.id
- PT Choza Balibu Family, Jalan Sugriwa No 60, Banjar Padangtegal Kelod, Ubud, Kabupaten Gianyar, Bali, Indonesia
If you believe we have handled your data unlawfully, please contact us first. You also keep the right to complain to the personal data protection authority and to use the other routes the law provides.