Refund Policy
Last updated: 2026-10-02
1. What this policy covers
This policy explains when a client can cancel a Solvo order, what money comes back, where it goes, and how to ask for it back. It is 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.
Solvo is a marketplace. The home service is provided by an independent master, not by Solvo. What Solvo holds and returns is the payment for the order.
2. What you pay
- You pay an escrow hold through a licensed Indonesian payment gateway. In the fixed-price and budget modes you pay it when you post the job; for a budget range the hold is the top of the range, and for a fixed price it is your price plus 10% (because masters may offer up to 10% more or less). What is not used returns to your Solvo balance when the order completes. In the request-offers mode you pay it when you accept an offer, not when you post.
- The gateway adds its transaction fee. The fee is shown before you pay. It is paid by the person making the payment.
- You pay no platform commission to Solvo. Solvo's commission is charged to the master.
The escrow hold is not paid to the master until you confirm the work, the automatic release period shown in the app ends, or a dispute is decided.
3. Cancelling before you accept a master
- You may cancel an order until you accept a master's offer.
- The held amount, minus the payment gateway fee, is credited to your Solvo balance immediately.
- The gateway's transaction fee is not refunded (see section 7).
- If a payment reaches Solvo after you cancelled the order, the amount is returned to your Solvo balance.
4. After you have accepted a master
After you accept a master's offer, you can no longer cancel the order yourself. If something goes wrong (for example the master does not arrive, the work is not done, or the result is not what was agreed), open a dispute from the order. The escrow stays held while the dispute is open. See the Dispute Rules.
5. When the price is lower than the hold
If the price agreed with the master is lower than the amount held (for a budget range, the rest of the top of the range; for a fixed price, the rest of the extra 10%), the difference returns to your Solvo balance when the order completes.
6. Refunds after a dispute
A dispute ends with one of three decisions: the escrow is released to the master in full, refunded to the client in full, or split between them. The part refunded to the client goes to the client's Solvo balance.
7. What is not refunded
The payment gateway's transaction fee is not refundable once the gateway has charged it. This applies to cancellations and to dispute refunds alike.
8. Your Solvo balance
- Solvo balance is for paying future Solvo orders.
- A refundable balance is money from your own payments that has been returned to your balance under sections 3, 5 or 6.
- You can ask for a refundable balance to be returned to your bank account (see section 9).
- Promotional credit cannot be withdrawn.
9. Getting money back from your balance
- Send the request through in-app support.
- Solvo handles each request individually and does not promise a specific time.
- The money is sent to a bank account in your own name. We will ask you for the account details and may ask you to confirm that the account is yours.
- How long the money takes to arrive also depends on your bank or payment provider.
- Your consumer rights under the law are not affected (see section 12).
10. Summary
| Situation | What happens to the money |
|---|---|
| You cancel before accepting a master's offer | The held amount, minus the gateway fee, is credited to your Solvo balance immediately |
| A payment arrives after you cancelled the order | The amount is returned to your Solvo balance |
| You have accepted a master's offer | No cancellation by the client; open a dispute if there is a problem |
| Agreed price is below the hold | The difference returns to your Solvo balance |
| Dispute decided in your favour, in full or in part | The refunded part goes to your Solvo balance |
| You ask for your refundable balance back | Request through in-app support; the money is sent to a bank account in your name; Solvo does not promise a specific time. Promotional credit cannot be withdrawn |
| Gateway transaction fee | Not refundable once charged |
11. For masters
This policy is about money paid by clients. Payouts to masters, and the effect of cancellations and disputes on a master's earnings, are described in the Partner Agreement.
12. Your rights under the law
This policy does not limit the rights you have as a consumer under Indonesian law, including Law No. 8 of 1999 on Consumer Protection. If a right under the law gives you more than this policy, the law applies.
13. 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.
14. Contact and complaints
- In-app support, or support@solvo.id
- If you are not satisfied with how we handled a refund, see section 19 of the Terms of Service for disputes with Solvo. You may also 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.