Refund Policy

SolveMY uses an escrow payment model to protect both Seekers and Providers. When a Seeker pays for a booking, the funds are held securely by the platform and are not released to the Provider until the job is confirmed as complete. This policy explains when and how refunds are issued, the processing timelines, and situations where refunds may not be available.

Job Cancelled Before Provider Confirms If you cancel a booking before the Provider has accepted or confirmed the job, you will receive a full refund. Processing time: 3-5 business days. Job Cancelled After Confirmation, Before Work Starts If the Seeker cancels after the Provider has confirmed the job but before any work has commenced, a 50% refund will be issued to the Seeker. The remaining 50% compensates the Provider for the lost opportunity. Provider No-Show If the Provider fails to show up for the scheduled job without prior notice, the Seeker is entitled to a full refund after SolveMY admin verifies the no-show. Quality Complaint If the Seeker is unsatisfied with the quality of work delivered, they may raise a dispute. SolveMY admin will review the evidence and may issue a full refund, partial refund, or release the funds to the Provider depending on the circumstances. Double Charge In the rare event of a duplicate or double charge, the additional charge will be automatically refunded in full.

To request a refund, follow these steps: 1. Go to your Bookings page in the SolveMY app or website. 2. Select the booking you wish to dispute. 3. Tap "Raise Dispute" and select the appropriate reason. 4. Provide a clear description of the issue and upload any supporting evidence (photos, screenshots, etc.). 5. Submit the dispute. Our admin team will review your dispute and respond within 2 business days. You will be notified of the outcome via the app and email.

Refund processing times vary depending on the payment method used: - Touch 'n Go (TNG) eWallet: 3-5 business days - DuitNow: 1-3 business days - FPX (online banking): 3-7 business days - Credit/Debit Card: 7-14 business days Please note that these timelines begin after the refund has been approved by SolveMY. Actual processing may depend on your bank or payment provider.

Refunds will not be issued in the following circumstances: - Service Completed and Confirmed: If the Seeker has confirmed that the job was completed satisfactorily, the payment is final. - Dispute Window Expired: If the Provider marks the job as complete and the Seeker does not confirm or raise a dispute within the 48-hour review window, the funds are automatically released to the Provider. - Cancellation After Work Started: If the Seeker cancels after work has already begun without a valid reason (as determined by SolveMY admin), no automatic refund is available. - Policy Violations: If the refund request is found to be fraudulent or in violation of our Terms of Service, it will be denied.

If you have questions about a refund or need further assistance, please contact us: Email: support@solvemy.com.my For the fastest resolution, we recommend using the in-app dispute feature, which allows our team to review your booking details and evidence directly.