Refund & Cancellation Policy

SolveMY operates as an intermediary technology platform. All transactions are handled via an Automated Split Settlement system powered by our licensed payment gateway partner (FIUU). Funds are NOT held in a platform trust account; instead, refunds are processed by executing clawbacks or deductions from the Service Provider's ("Provider") pending settlement pool via API.

Before Provider Accepts Full refund of the service amount. Any processing fees charged by the payment gateway at the time of transaction are non-refundable. After Provider Accepts but Before Arrival The Seeker may cancel the booking, but a fixed Cancellation/Commitment Fee of RM 10.00 will be deducted from the refund to compensate the Provider for their allocated time slot and administrative costs. After Provider Arrival The Call-out Fee (Transport Fee) of RM 20.00 is strictly NON-REFUNDABLE. Only the remaining service balance (if any) will be eligible for a refund.

If the service performed is incomplete, fraudulent, or unsatisfactory, the Seeker MUST lodge a formal dispute via the App within forty-eight (48) hours of job completion. Once this 48-hour window closes and the clearing cycle (Weekly+4) completes, the funds are permanently wired to the Provider's bank account. SolveMY will NOT be able to initiate a direct API clawback after final settlement, and any subsequent disputes must be resolved directly between the Seeker and the Provider.

Any platform processing fees, transactional administrative fees, or third-party gateway processing fees (e.g., the RM 1.00 gateway processing cost) are strictly non-refundable as they are consumed instantly by the banking infrastructure upon transaction.

If the Provider fails to arrive at the designated location within the agreed time slot, the Seeker is entitled to a 100% refund of the total paid service amount after verification by SolveMY. The defaulting Provider may face account penalties and transaction fee liabilities.

Approved refunds will be credited back to the Seeker's original payment method within 7-14 working days, subject to bank/card issuer processing speeds. For Providers: The refunded amount will be forcefully deducted from the Provider's pending settlement balance. If the Provider's balance is insufficient or negative, the Provider is legally bound to TOP-UP the deficit within seven (7) working days. For refund queries, contact support@solvemy.com.my.