Solvo
IDEN

Terms of Service

Last updated: 2026-10-02

1. About these Terms

These Terms of Service are the agreement between you and PT Choza Balibu Family ("Solvo", "we", "us") for using the Solvo service: the website solvo.id and the Solvo mobile apps.

By creating an account or using Solvo you agree to these Terms and to the documents that are part of them: the Privacy Policy, the Refund Policy, the Dispute Rules, the SOS Disclaimer, the Community Rules and, if you work as a master, the Partner Agreement. All of them are published on solvo.id. Solvo records the version of the Terms and the Privacy Policy in force when your account is created.

If you do not agree, please do not use Solvo.

2. Who operates Solvo

  • Operator: PT Choza Balibu Family
  • Business Identification Number (NIB): 2506240060092
  • Registered business location: Jalan Sugriwa No 60, Banjar Padangtegal Kelod, Ubud, Kabupaten Gianyar, Bali, Indonesia
  • Support and complaints: support@solvo.id
  • Privacy requests: privacy@solvo.id

3. What Solvo is, and what it is not

Solvo is a marketplace. It connects clients who need home services (cleaning, AC service, plumbing, electrical work, pool care and others) with independent service professionals ("masters").

  • Solvo is not the provider of the home service. The work is done by the master, under an agreement between the client and the master.
  • Solvo is not the employer of masters. Masters are independent partners who choose which jobs to take.
  • What Solvo provides is the platform: posting jobs and offers, in-app chat, holding the client's payment in escrow through a licensed Indonesian payment gateway, releasing it under these Terms, and handling disputes about an order.

4. Your account

  1. You must be at least 18 years old to use Solvo.
  2. Give true and current information, and keep it up to date.
  3. Your account is personal. Do not share, lend or sell it.
  4. We send one-time login codes (OTP) to your phone number, for example through WhatsApp. Never share a code with anyone. You are responsible for what is done through your account.
  5. If you think someone else has used your account, write to support@solvo.id.

5. How an order works

  1. The client posts a job and chooses the pricing: a fixed price, a budget range, or a request for offers.
  2. The client pays an escrow hold through the payment gateway. In the fixed-price and budget modes the hold is paid when the job is posted: for a fixed price the hold is that price plus 10% (because masters may offer up to 10% more or less), for a budget range it is the top of the range. In the request-offers mode the hold is paid when the client accepts an offer, not when the job is posted. The gateway's transaction fee is added. The full amount is shown before payment.
  3. Masters send offers (bids). Until an offer is accepted, masters see only an approximate area of the job (about ±200 m).
  4. The client accepts one offer. Only that master then sees the exact address.
  5. The master arrives. Arrival is checked by location, and the client gives the master a 4-digit PIN at the door. Give the PIN only in person, to the master who has arrived.
  6. The work is done, and the master uploads photos of the result.
  7. The client confirms the work. The escrow is released to the master, minus Solvo's commission.
  8. Automatic release. If the client neither confirms nor opens a dispute, the escrow is released automatically after the period shown in the app.
  9. The difference comes back. Any part of the hold that is not used (above the agreed price) returns to the client's Solvo balance when the order completes.

6. Payments, fees and Solvo balance

  1. Payments are processed by a licensed Indonesian payment gateway. Card and bank details are handled by the gateway; Solvo does not store them.
  2. The client pays no platform commission. The client pays the escrow hold and the gateway's transaction fee shown before payment. That fee is paid by the person making the payment and is not refundable once the gateway has charged it.
  3. Solvo's commission is charged to the master only: 10% for identity-verified masters and 15% for unverified masters. It is deducted when the escrow is released.
  4. Money returned to a client goes to the client's Solvo balance. Solvo balance is for paying future Solvo orders. The part of the balance that comes from refunds can be returned to a bank account on request through in-app support. Promotional credit cannot be withdrawn. The details are in the Refund Policy.
  5. Every payment for a job found on Solvo must go through Solvo.

7. Cancellation and refunds (summary)

  1. A client may cancel an order until the client accepts a master's offer. The held amount, minus the payment gateway fee, is credited to the client's Solvo balance immediately. The gateway fee is not refunded. A payment that arrives for an order that was already cancelled is also credited to the client's Solvo balance.
  2. After the client accepts a master's offer, the client can no longer cancel the order. Problems are handled through a dispute.
  3. The full rules are in the Refund Policy and the Dispute Rules.

8. Masters: verification, limits and payouts

  1. To become identity-verified, a master provides a KTP photo, a selfie video and a bank account. The check is done with our verification provider.
  2. Unverified masters can take one job per day and only jobs up to Rp 200,000.
  3. Clients see a master's display name and rating. A master's identity documents are never shown to clients.
  4. Verification confirms who a master is. It is not a guarantee of skill, quality or behaviour.
  5. Payouts are made on the master's request from the master's Solvo wallet to a bank account in the master's own name. Each earning can be withdrawn 3 days after it is credited to the wallet. The minimum payout is Rp 100,000. A transfer fee (shown before the master confirms; currently Rp 2,500) is deducted from the payout and borne by the master. The bank account holder's name must match the verified identity. The first payout to a newly added bank account is reviewed by Solvo before it is sent. Payouts are requested in the app and processed by Solvo; Solvo does not promise a time. The details are in the Partner Agreement.
  6. The full terms for masters are in the Partner Agreement.

9. Chat and location

  1. Contact details (phone numbers, messenger handles, links, bank details and requests to deal outside Solvo) are hidden automatically by rules. There is no AI analysis. 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.
  2. The client's exact address is shown to a master only after the client accepts that master's offer. Before that, masters see an approximate area.
  3. Solvo uses location while an order is active, for example to check the master's arrival.

10. Keep the job on Solvo

Escrow, the PIN check and the dispute process protect you only while the job stays on Solvo. If a job found on Solvo is arranged or paid outside the platform, that protection no longer applies, and the accounts involved can be suspended.

11. Photos, reviews and other content

  1. You are responsible for the photos, descriptions, messages and reviews you post. They must be true and must not break the law or the rights of others.
  2. You allow Solvo to store, display and use this content as needed to run the service, including as evidence in a dispute.
  3. Reviews must describe a real order honestly. We may remove content that breaks the Community Rules.

12. Safety and SOS

The app has an SOS button. It 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. Solvo is not an emergency service and does not send police or medical help. See the SOS Disclaimer.

13. Referral program

  1. If you invite people to Solvo, you earn a percentage of the price of their orders that is paid with real money. There is no time limit for each person you invite.
  2. The rate depends on the accumulated order turnover of everyone you invited: 3% from the start, 4% from Rp 50,000,000 and 5% from Rp 250,000,000. A rate once reached is not lowered. Solvo may set a rate by hand.
  3. For one order, the total of all referral rewards never exceeds 5% of its price. If the client and the master were invited by different people, each receives half of their rate.
  4. A reward is earned when the payment is released to the master and is held for 14 days before it becomes available.
  5. A reward is reversed if the order is refunded. If it has already been withdrawn, the amount is offset against future rewards and withdrawals are blocked until it is repaid. A reward can also be reversed if fraud is found, including fake accounts, fake orders or inviting yourself.
  6. Rewards are not paid between accounts that are the same person or are linked (same phone, e-mail, bank account or device).
  7. An invitation code can be entered manually within 7 days of registration and before your first completed order. The inviter cannot be changed.
  8. We may change or end the program. Changes are published in these Terms.

14. Conduct

Everyone on Solvo must follow the Community Rules: treat each other with respect, be honest, keep the job on the platform, and do not use Solvo for anything unlawful.

15. Suspension and closing an account

  1. You request deletion of your account in the app. An account cannot be deleted while money remains in the balance, a debt exists, a payout is in progress or an order is in progress. A master who has money can withdraw all of it, even below the minimum, before deleting the account. Agency owners contact support to delete their account.
  2. When an 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.
  3. We may warn you, limit features, suspend or close your account if you break these Terms or the Community Rules, commit or attempt fraud, or put other people at risk. We will tell you about the measure and the reason, unless that would hinder a fraud or safety investigation.
  4. Orders, disputes and money held at that moment are still settled under these Terms.

16. Who is responsible for what

  1. The master is responsible for the work: its quality, timing and safety, and any damage or loss the master causes while doing it.
  2. The client is responsible for describing the job truthfully and giving safe access to the place of work.
  3. Solvo is responsible for its own service: operating the platform, holding and releasing escrow under these Terms, and handling disputes under the Dispute Rules.
  4. Solvo does not supervise the work on site and does not provide a guarantee or insurance for the work or for property at the address. Claims about the work go first through the dispute process, which decides what happens to the escrow for that order.
  5. The service may be unavailable at times because of maintenance or faults at our providers (payment gateway, hosting, messaging networks). We do not promise uninterrupted service.
  6. Nothing in these Terms removes or limits responsibility that the law does not allow to be removed or limited, or your rights as a consumer under Indonesian law.

17. Personal data

How we collect, use and protect personal data is described in the Privacy Policy.

18. Changes to these Terms

We may update these Terms. We publish the new version on solvo.id with a new date and version, and inform you through the app or the contact details in your account. If you keep using Solvo after the new version takes effect, it applies to you. If you do not agree, you can stop using Solvo and delete your account.

19. Law, language and disputes with Solvo

  1. These Terms are governed by the laws of the Republic of Indonesia.
  2. These Terms are available in Indonesian and English. If the two differ, the Indonesian version prevails.
  3. If you have a dispute with Solvo itself, we will first try to settle it amicably: write to support@solvo.id. If that does not work, the dispute may be brought before the competent Indonesian court or the Consumer Dispute Settlement Body (BPSK).

20. Contact and complaints

  • In-app support, or support@solvo.id
  • Privacy requests: privacy@solvo.id
  • 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.