Terms of Service

SOLVD is a marketplace that connects customers with independent service providers (technicians) for home and commercial services in Lebanon.

• SOLVD does not perform the trade work itself. Technicians are independent providers, not SOLVD employees.
• SOLVD operates the platform: request intake, dispatch, technician verification, messaging, wallet records, support and enforcement.
• These terms apply to everyone who uses SOLVD, with extra rules for customers below.

• You agree to provide accurate details: your name, contact number, service address, property type, job description, photos, urgency and any access instructions.
• You are responsible for keeping your account secure, including your password and access to your email and phone.
• Do not share your account with anyone who is not authorised to use it.

• Post genuine requests only. Fake, duplicate, misleading or abusive jobs are not allowed.
• Do not request illegal, unsafe, unlicensed or otherwise prohibited work through SOLVD.
• Describe the problem honestly so technicians can arrive prepared.

• You are responsible for providing safe and lawful access to the property at the agreed time.
• Disclose known hazards and relevant site conditions in advance, for example electrical faults, structural risks, gas, water damage, pets or restricted access.
• Provide a reasonably safe working environment and protect valuables and sensitive items before the technician arrives.

• Use SOLVD's in-app chat wherever possible so there is a clear record for support and disputes.
• Do not misuse a technician's personal information, profile photo, files or messages, and do not share them outside SOLVD.

• Pricing is agreed directly between the customer and the technician, unless SOLVD introduces controlled pricing for a service in the future.
• Confirm the price with the technician before any chargeable work begins.
• Extra work should be explained and approved by you before it is performed or added to the price.
• Under the current model, the customer pays the technician directly, off the platform. SOLVD does not process the payment for the job.

• SOLVD does not guarantee a particular technician, response time, price, outcome or availability.
• The 4-hour, 24-hour and 48-hour urgency options are a requested service window, not an absolute guarantee.

• You may cancel a request, ideally as early as possible.
• Repeated abusive cancellations, fake jobs or other misuse may lead to restrictions on your account.
• If you cancel before the technician has meaningfully engaged with the job, the technician may receive a wallet credit in line with the Wallet, Lead Fee & Refund Policy.

• Treat technicians and SOLVD staff respectfully. Threats, harassment, discrimination, violence, fraud, theft and abuse are prohibited.
• Do not pressure a technician to perform unsafe, unlicensed or illegal work.

• Ratings and reviews must be truthful and based on your actual experience.
• SOLVD may remove reviews that are fraudulent, abusive, irrelevant or manipulated, and may act on accounts that post them.

• You agree to cooperate with SOLVD support and dispute investigations.
• SOLVD may ask for messages, photos, receipts or other evidence in order to review a case fairly.

• The technician is responsible for the actual trade work, including qualifications, workmanship, tools, licences, permits and service delivery.
• SOLVD may assist with disputes, technician verification, account actions, wallet credits and platform enforcement, but does not automatically assume responsibility for a technician's workmanship or for property damage.

SOLVD may suspend or terminate a customer account for fraud, fake jobs, abuse, payment-related misconduct or other serious policy violations.

SOLVD keeps records of requests, messages, files, wallet activity and support cases as long as needed for operations, security, legal obligations and fraud prevention.

• Your use of SOLVD is also subject to the Privacy Policy and other applicable platform policies. Technicians are additionally bound by the Technician Agreement and the Wallet, Lead Fee & Refund Policy.
• These terms may be updated. Material changes may require you to accept the updated terms before continuing to use SOLVD.