Terms of Service

By accessing or using the SolveMY platform (website and mobile application), you agree to be bound by these Terms of Service. SolveMY is operated by The One Sdn Bhd, a company incorporated in Malaysia. If you do not agree to these terms, you must not use the platform. These terms apply to all users, including service seekers, service providers, and visitors. We may update these terms from time to time, and continued use of the platform after changes constitutes acceptance of the revised terms.

SolveMY is an online marketplace that connects individuals seeking services ("Seekers") with independent service providers ("Providers"). SolveMY acts solely as an intermediary platform and is not itself a service provider. SolveMY does not employ, endorse, or guarantee any Provider. The contractual relationship for the delivery of services is between the Seeker and the Provider. SolveMY facilitates the discovery, communication, booking, and payment process between the parties.

To use SolveMY, you must register for an account and provide accurate, current, and complete information. You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account. You must be at least 18 years old to create an account. You agree to notify SolveMY immediately of any unauthorised use of your account. SolveMY reserves the right to suspend or terminate accounts that contain false information or violate these terms.

As a Seeker, you agree to: - Provide accurate and detailed job descriptions, including scope, location, and budget. - Make payment promptly through the platform when accepting a quote. - Confirm job completion or raise a dispute within the 48-hour review window. - Provide honest and fair reviews based on your genuine experience. - Not request or demand services outside the agreed scope without a new booking.

As a Provider, you agree to: - Maintain an accurate profile, including qualifications, experience, and service areas. - Deliver services professionally and in accordance with the agreed scope and timeline. - Complete identity verification (MyKad/IC) as required by the platform. - Not cancel confirmed bookings without a valid reason. - Comply with all applicable Malaysian laws, licences, and regulations relevant to the services you offer.

All payments on SolveMY are processed through iPay88 using an escrow model to protect both parties. Escrow: When a Seeker makes a payment, the funds are held in escrow by the platform. Funds are only released to the Provider after the Seeker confirms satisfactory completion of the job. 48-Hour Review Window: After a Provider marks a job as complete, the Seeker has 48 hours to either confirm completion or raise a dispute. If the Seeker takes no action within 48 hours, the funds are automatically released to the Provider. Platform Commission: A 15% platform fee is deducted from the Provider's payout on each completed booking. This fee covers platform operations, payment processing, and dispute support. Supported Payment Methods: Touch 'n Go (TNG) eWallet, DuitNow, FPX online banking, and credit/debit cards, all processed via iPay88. Providers will receive their payout (minus the 15% commission) after the escrow is released.

Before Provider Confirms: If a booking is cancelled before the Provider accepts or confirms the job, the Seeker receives a full refund. After Provider Confirms, Before Work Starts: If the Seeker cancels after the Provider has confirmed but before work has commenced, a 50% refund is issued to the Seeker. After Work Starts: Once work has begun, no automatic refund is available. The Seeker must raise a dispute through the platform, and the outcome will be determined by SolveMY's dispute resolution process.

Either party (Seeker or Provider) may raise a dispute through the platform. Dispute Process: - The disputing party submits a description and supporting evidence (photos, chat logs, booking details). - SolveMY administrators review the evidence, including chat history, booking records, and any uploaded documentation. - Resolution options include: full refund to the Seeker, partial refund, or full release of funds to the Provider. SolveMY's administrative decision on disputes is final and binding on both parties. SolveMY aims to resolve disputes within 2 business days of submission.

To protect the integrity of the platform and ensure fair compensation for all parties, SolveMY employs contact masking in all communications prior to a confirmed booking. Sharing personal contact information (phone numbers, email addresses, social media handles, or any other direct contact details) before a booking is confirmed is strictly prohibited. Messages containing such information will be automatically filtered. Repeated attempts to bypass contact masking may result in account suspension or termination.

Users of SolveMY must not: - Engage in fraud, misrepresentation, or deceptive practices. - Harass, threaten, or abuse other users. - Post fake reviews or manipulate ratings. - Attempt to bypass the platform to avoid fees (e.g., arranging direct payment outside of SolveMY). - Use the platform for any unlawful purpose. - Create multiple accounts to circumvent suspensions or bans. - Upload offensive, defamatory, or illegal content. SolveMY reserves the right to investigate and take appropriate action, including account suspension or permanent ban, for any violation of these rules.

SolveMY acts as a marketplace intermediary and does not provide, supervise, or guarantee any services listed on the platform. To the maximum extent permitted by law, SolveMY (including The One Sdn Bhd, its directors, employees, and agents) shall not be liable for: - The quality, safety, legality, or timeliness of services provided by Providers. - Any loss, damage, or injury arising from transactions between Seekers and Providers. - Any indirect, incidental, or consequential damages arising from the use of the platform. SolveMY's total liability in connection with any claim shall not exceed the amount of the platform fee collected on the relevant booking.

These Terms of Service are governed by and construed in accordance with the laws of Malaysia. Any disputes arising from or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of Malaysia.

If you have any questions about these Terms of Service, please contact us at: Email: support@solvemy.com.my Address: Kuala Lumpur, Malaysia For booking-related issues, please use the in-app dispute or support features for the fastest response.