Refund Policy

1. How Escrow Works

SOLVA protects every payment through an escrow system. When you book a provider, your payment is held securely by SOLVA — the provider does not receive funds until you confirm the service is complete.

Once you mark a booking as complete, funds are released to the provider within 24 hours. Until then, your money is always recoverable through the dispute process.

2. The 48-Hour Dispute Window

After a service is marked complete, you have 48 hours to open a dispute if anything went wrong. During this window, payout to the provider is paused pending resolution.

After 48 hours with no dispute, the booking is automatically finalized and funds are released to the provider. Disputes cannot be opened after this window closes.

3. Automatic Refunds

You will receive an automatic, full refund in these cases:

• The provider cancels the booking before the service begins
• The provider does not show up and cannot be reached within 2 hours of the scheduled start
• A technical error causes a duplicate payment charge
• The booking is cancelled by either party before the provider has started work

Automatic refunds are processed within 5–10 business days depending on your bank.

4. Requesting a Refund — Disputed Services

If you are unsatisfied with a completed service, follow these steps:

1. Open the booking in your SOLVA app or dashboard
2. Tap "Open Dispute" within the 48-hour window
3. Describe the issue and attach any supporting evidence (photos, messages)
4. SOLVA will review within 24 business hours
5. Both parties may be contacted for additional information
6. SOLVA's decision is final and binding

You may also email support@solvahumanos.com with your booking ID to initiate a dispute.

5. Manual Review Refunds

Refunds subject to manual review include situations where:

• The service was partially completed
• There is a disagreement about the scope of work agreed upon
• The requester claims quality does not meet the listed description
• The provider claims the requester made the job impossible

Manual review refunds may be full, partial, or denied based on the evidence provided. SOLVA may refund a percentage of the booking amount in cases of partial completion.

6. Non-Refundable Situations

Refunds will not be issued when:

• The 48-hour dispute window has passed without a filed dispute
• The requester cancels less than 2 hours before a scheduled service and the provider has already departed
• A refund is requested based solely on personal preference after a service was delivered as described
• The dispute was found by SOLVA to be fraudulent or made in bad faith

7. Cancellation Policy

• More than 24 hours before service: Full refund, no fee.
• 2–24 hours before service: Full refund if provider confirms cancellation. Partial refund (50%) if provider has made preparations.
• Less than 2 hours before service: No refund unless provider cancels.

8. Contact

For refund-related questions: support@solvahumanos.com — include your booking ID for fastest resolution.