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MrSolvo.com, managed by M/s Solvo Consulting and Services Pvt Ltd with its registered office in Noida, U.P., India. Our goal is to transform the way the services are delivered by connecting people with top experts for all Business, IT, and Personal needs. We provide a reliable platform where users can find high-quality, relevant experts quickly. By accessing or using our website, www.mrsolvo.com, you agree to comply with and be bound by the following terms and conditions.
These terms of service govern your use of MrSolvo. By using our website, you accept these terms in full. If you disagree with any part of these terms, you may choose not to use the website or seek clarification.
User: A User is any individual or entity that accesses or uses mrsolvo.com for any purpose. This includes, but is not limited to, Customers or Clients seeking services and Service Providers offering services on the platform. These terms may refer to you as a user, you, or your as the context may be.
Service Provider: Service Providers are organizations, professionals, freelancers, or consultants offering their services on mrsolvo.com.
Customer or Client: Customers or Clients are organizations or individuals who buy any services or consultations on mrsolvo.com. This also includes anyone who inquires about any services or consultations listed on the platform.
MrSolvo.com is an online platform facilitating the provision of Consultation and Services by Service Providers to Customers. Both Customers and Service Providers must register before availing or providing Services on the platform. MrSolvo is not a party to any contractual agreements between the Customer and the Service Provider on the platform.
MrSolvo permits updates to Service Provider profiles, services, and information. However, we do not undertake any responsibility to keep the Website up to date in all respects. Any information on the website, Service Provider profiles, and various terms & conditions on the platform may be updated from time to time without specific notice to users. The updated Terms available online are final and binding on all.
You must read these terms carefully along with the privacy policy, which will be binding on you as you use this platform or avail or provide any services on this platform.
When using MrSolvo, you agree to adhere to the following code of conduct:
Abuse, disrespect, profanity, obscenity, racism, harassment, defamation, gambling and pornography are strictly prohibited on the platform. Proper behavior and conduct must be observed during interaction with any other user on the platform.
Phishing, spam, unsolicited bulk messaging, intrusion, and the infusion of viruses/malware/ransomware attacks on systems of other users/customers or into MrSolvo’s server are prohibited and dealt with as criminal offenses. There must be no intrusion into the privacy, systems or personal space of any other user on the platform.
You must follow all applicable laws and regulations. You must not break any government, taxation, national and international, or other applicable laws.
A user must not attempt to interact directly with the Customer or Service Provider to evade MrSolvo’s service fee and should not make or accept payment outside of the platform.
All communication on the platform with other users must be done through MrSolvo’s video, voice chat, and messaging platform only, except where specifically permitted by MrSolvo’s system, such as in the case of long-term contracts, personal services, or where special access is provided by the Customer Care team, etc. Even in such cases, completion of service delivery and further payments needs to be made through MrSolvo’s platform only. Also, no external contracts can be entered into by the Customer and Service Provider, and the same must be done through MrSolvo for all future requirements.
You must make all due payments on time. There is no chargeback policy as Para 7.7. No actions or manipulations should be done to avoid or evade any payment.
You must not post or share any information or feedback with an ulterior motive of defaming the Service Provider or the website or for self-promotion or for any other reason not connected with the business of the website.
You must not transfer your account and Username to another party without our written consent.
You must not republish, mirror, or distribute part or whole of the website or the listings on it or content with the intellectual property or copyright of another person to another website without our written authorization.
You must not gather or obtain user data in any way, including email addresses, contact details, or their documents, without written authorization.
You must not use MrSolvo to exchange money or Cryptocurrency.
You should respect other users' dignity, time, and effort.
In case of a breach of any of the above clauses, a user’s account may be suspended or blacklisted and removed from the platform temporarily or permanently, depending on the gravity of the issue at the sole discretion of MrSolvo.
To connect with or to book any Service or to provide Services or Consultation on the platform, you will be required to register an account. You agree to provide accurate and complete information during the signup process and to update such information to keep it accurate and complete. You are responsible for safeguarding your password and for any activities or actions under your account.
You may read our detailed Privacy Policy to understand what information we collect from users, how we use, store, and secure it. This includes information you provide to third parties like a payment gateway while making a booking on MrSolvo.
Service Provider policy & terms related to registration, approval, listing, order, delivery, payment cancellation, and refunds are mentioned in detail under Para 11 of this agreement.
MrSolvo reserves the right to disapprove, suspend, or delete any user account if the provided information or documents turn out to be false or manipulated or due to any suspicious activities or specific complaints by another user or for any other reason as may be deemed fit by MrSolvo at its sole discretion with or without assigning any reason thereof.
Upon registration, a User allows and permits MrSolvo to send email/SMS/WhatsApp or to make calls regarding orders, reminders for placed orders, scheduling of consultations, delivery matters, marking completion of delivery, making pending payments, issue resolution, making reviews, updates on the website, or for any other reason as may be required during the transaction on the platform, business process or operations.
A prospective Customer can view details of consultants, freelancers, and professionals, including their detailed profiles, expertise, portfolios, services, and pricing upfront for each category and specialization. A customer may compare various Service Providers, their profiles, services, and pricing and should make their decision to avail the services of a Service Provider diligently after thoroughly reviewing their details. A customer may send a query or ask for a quote for custom requirements and decide based on the Service Provider's reply.
MrSolvo is not liable or responsible for any incorrect information, data, errors, or omissions on the website. All Information, details, specialties, portfolios, services, and pricing in a profile of the Service Providers are directly provided by them. If any information or claim specified in their profile turns out to be incorrect or misleading, a customer needs to take direct action against the Service Provider, and MrSolvo cannot be held responsible for the same.
Review of the Service Provider Information and Their Approval MrSolvo, during its process of review and approval of the Service Providers, performs a basic sanity check in terms of their experience, expertise, portfolio, and requisite eligibility. MrSolvo also collects and reviews basic KYC documents of the Service Provider. However, any misleading information or manipulated documents may not come to light during the review process, as we do not conduct thorough verification and background checks. Therefore, a customer must exercise all necessary precautions while interacting or sharing any information, data, or access to their computer, laptop, or mobile with the service provider, as they would when dealing with any independent third party or person.
Providing Data or Access to Your System to the Service Provider If you provide service providers with access to your systems (e.g., computer, laptop, mobile), you do so at your own risk. MrSolvo is not responsible for any damage or data loss that may occur. Customers must also review the profiles of the service providers thoroughly and make decisions about availing their services diligently.
For booking any service or consultation on MrSolvo, a customer makes the payment upfront against the charges specified or quoted by the Service Provider. The amount is credited into an Escrow Account operated by a reputed third party along with the bank and a trusty, as per RBI guidelines remains secured with MrSolvo until the successful completion of the delivery by the Service Provider, after which the payment is credited to the Service Provider and the invoice of the service provider is against the generated invoice for the customer. All communication on this platform must be done through the video, voice, or messaging platform of MrSolvo, except in cases specified under the Code of Conduct in these terms.
Requirements to be Shared While Making the Booking
Customers must provide detailed requirements, key factors, and dos and don’ts while booking any Service or Consultation on MrSolvo. This includes all relevant information, a detailed outline of the work desired, and specific instructions to ensure that the service provider can meet your needs and expectations effectively. Failure to provide sufficient details may result in inappropriate or mismatched service delivery, delay, or cancellations.
The PayShield system by MrSolvo ensures comprehensive protection for both customers and service providers, safeguarding their interests throughout transactions.
Customer Protection: Customers are assured security of their payment and protection against non-delivery or significant deviations from agreed-upon service details. Payments made by customers are securely held by Mr.Solvo. Funds are only released to the service provider upon confirmed service delivery, either by the customer's approval or after a specified period with no raised complaints from the Customer post-service completion.
Service Provider Protection: Service providers benefit from secured collection of payments upon booking by Mr.Solvo. Funds are disbursed to the service provider upon successful service completion, ensuring payment security and trust.
Dispute Resolution: In case of disputes, MrSolvo freezes payment until resolution. If a service isn't delivered, funds are refunded to the customer. For partial refunds due to service issues, MrSolvo facilitates fair resolutions based on these Terms agreed by both the customer and the service provider.
Quality Commitment: The review and rating provided by the customers affect the credibility and ranking of a service provider profile on the platform, ensuring that all service providers are committed to delivering the best possible services. However, MrSolvo does not directly provide services or endorse any service providers.
MrSolvo does not warrant or endorse any Service Provider, their services, quality, or attitude. Both Customer and the Service Provider understand and agree hereby that MrSolvo is not a party to any contract between the Customer and the Service Provider. Service Providers serve as independent entities, with MrSolvo only providing a platform to connect the Customers and the Service Providers. MrSolvo has no control over the Service Provider or the execution, timely delivery, or provision of Services by them and thus does not warrant the quality of their service or consultation and does not owe liability/ responsibility for the benefits/ losses that may occur due to the Consultation/ Service provided by the Service Provider. MrSolvo cannot be considered an agent of the Service Provider. MrSolvo disclaims any liability regarding the quality, functionality, performance, integrity, timely delivery, attitude or ability of any Service Provider. Therefore, any decision to avail the Services or Consultation of any Service Provider must be taken diligently and after thorough analysis, review, and evaluation. However, MrSolvo ensures the customer against non-delivery, whereby the full amount paid by the customer is credited back in such cases. Further, the customer is protected by the PayShield system as specified in Para 7.2. When a Customer books any service or consultation, they automatically enter into an agreement governed by these user terms and the privacy policy. MrSolvo is not a party to the agreement between the two and cannot be held responsible for any contract terms or quality of delivery or any other mutual disagreements or conflicts. A Customer and Service Provider may enter into an additional supplementary agreement related to the transfer of rights, confidentiality, etc without affecting the applicability of this User Agreement.
MrSolvo may apply anytime charge a nominal amount from the Customer in respect of media charges, transaction handling charges, convenience fee and/ or platform charges. Such charges may be increased or decreased at the sole discretion of MrSolvo and may be waived for any specific category or for all transactions at its sole discretion. Such charges if any are specified and visible at the time of booking along with charges payable for the service being booked. Service Providers are charged specified service charges as per details in Para 11.2.
MrSolvo offers a highly supportive and prompt customer care team to assist with any queries or issues that may arise during the booking process or after the booking of an order. The customer care team is committed to facilitating smooth Service Provider-customer coordination, addressing basic disputes related to orders and delivery, and resolving issues swiftly. Customers can reach our support team via call, email, WhatsApp, or by raising a ticket on our platform. We strive to resolve all queries, issues, and disputes instantly over the phone or within the shortest possible time frame. However, in the event of a significant dispute between the Customer and the Service Provider concerning delivery, quality, responsiveness, or similar issues that cannot be resolved through customer care intervention, either party may escalate the case to MrSolvo’s Resolution Centre. This service is available for an additional fee and involves a detailed examination and analysis of the case based on all available supporting communications and documents, as outlined in Para 9.5. If further escalation is required, the case may be referred to an arbitrator or to the Courts, as specified in Para 9.5.
Customers must comply with the basic terms of engagement which include but are not limited to:
Consultation Scheduling: Strict adherence to scheduled consultation timing is required. Any change due to urgencies must be notified at least 1 hour before the scheduled time to the consultants. Likewise, any time change request from the consultant should be responded to and accepted on a priority basis. Not attending the scheduled meeting on time would be deemed as a cancellation (read cancellation terms as per Para 9 for details).
Prompt response to Service Provider queries, clarifications, and sharing of any concerned documents they may ask for.
Timely payments.
No Chargebacks Permitted: All payments made through mrsolvo.com are final and non-refundable except as outlined in our Cancellation, Delivery Issues, and Refunds policy. Users, including Customers and Service Providers, explicitly agree not to initiate any chargeback request with their credit card provider, bank, or any other payment service provider for any payment made on the platform.
Resolution Process: In the event of any dispute or issue regarding a transaction, Users must follow the dispute resolution process outlined in our Terms & Conditions and utilize MrSolvo’s Customer Care or Resolution Centre as per Para 9.5. MrSolvo provides a structured and fair process to resolve disputes, ensuring the interests of both Customers and Service Providers are protected.
Unauthorized Chargebacks: Initiating a refund claim without following the dispute resolution process is considered a breach of these terms. In such cases, MrSolvo reserves the right to suspend, blacklist, or terminate the User’s account, and any ongoing or future transactions may be halted.
Reimbursement of Chargeback Fees: If a User initiates a chargeback in violation of this policy, and it is determined to be unjustified, the User will be responsible to bear any chargeback fees incurred or due, along with any additional costs or legal fees associated with resolving the chargeback.
Legal Recourse: MrSolvo reserves the right to pursue any legal remedies available to recover any losses or damages incurred due to an unauthorized chargeback, including but not limited to, legal action or collections processes.
Upon completion of the delivery, a Service Provider "marks delivery" and a notification is sent to the Customer to accept and confirm the successful delivery. If a Customer has any reservations or pending corrections, they may reply to such notification, seeking redressal of the pending changes/corrections. Most of the Service Providers (except consultants) on MrSolvo allow a minimum of 2 sets of multiple corrections enabling Customers to get their work aligned as per their expectations. Once the Service Provider does the requisite corrections, the Customer should confirm and accept the delivery, which triggers the release of payment to the Service Provider. If a Customer does not confirm the delivery within 3 days for consultation and 7 days for other services of such “delivery marking notification” , delivery is automatically assumed to be complete and the Service Provider is credited with the payment. However, a Customer can always raise a concern to the Service Provider regarding the delivery issues, during which period the payment will not be released to the Service Provider and delivery can be aligned mutually as per expectations. If mutual consensus is not reached in terms of delivery, a concern may be raised with the Customer Care team as per Para 7.5 or a ticket may be raised by either party with MrSolvo’s resolution Centre as per details specified in para 9.5.
Customers may add their GST number in case they need GST credit only if the Service Provider too has the GST Number. Customers will get this option to add the GST Number only if the Service Provider also has the GST Number.
When Customers make a booking for a Contract/ Services with a delivery time of 3 months and above, they get entitled to make payment in installments as per the details given hereunder:
For contracts/services with a delivery time of 3 months, Customers can choose to pay in 3 installments of 40%, 40%, and 20% respectively. While the first installment is paid upfront, the second and third installments should be made before the end of the 1st and 2nd month respectively.
For contracts/services with a delivery time of 6 months, Customers can choose to pay in 3 installments of 40%, 40%, and 20% respectively. While the first installment is paid upfront, the second and third installments should be made before the end of the 2nd and 4th month respectively.
For contracts/services with a delivery time of 12 months, Customers can choose to pay in 4 installments of 30%, 30%, 20%, and 20% respectively. While the first installment is paid upfront, the second, third, and fourth installments should be made before the end of the 3rd, 6th, and 9th month respectively.
Any delay in the payment of the installments will put the services on hold till the release of the next installment. For any cancellation of a long-term contract, terms as specified in para 9.2.3 and 9.2.4 are applicable. Non-payment of any subsequent installment is presumed to be a cancellation by the Customer and cancellation terms become applicable accordingly. Payment to the Service Providers under long-term monthly contracts will be released on a monthly basis as per the details provided under the Para 11 of these terms. However, for all long-term one-time services, payment to the Service Provider is made post completion of the delivery.
Deduction of Bank Service Charges
For any payment transactions made outside of India, including refunds to Clients and payments to Service Providers, the applicable bank service charges for such transactions shall be deducted from the amount transferred. These charges may include, but are not limited to, currency conversion fees, transaction fees, and any other fees levied by the bank.
Documentation Requirements
Additional documents may be required to facilitate the transfer of funds outside of India. This may include, but is not limited to, identification documents, tax information, and any other documentation as required by Indian law or the bank processing the transaction. Both Clients and Service Providers are responsible for providing the necessary documentation promptly to avoid delays in payment processing.
Compliance with Indian Laws
All payment transactions are subject to compliance with the applicable laws and regulations of India, including the Foreign Exchange Management Act (FEMA) and any guidelines issued by the Reserve Bank of India (RBI). The Portal reserves the right to withhold or delay payments if there is any non-compliance or if additional verification is required.
Currency Conversion
Payments made to or from accounts outside of India will be processed in Indian Rupees (INR). The receiving party's bank will convert the INR amount to the local currency at the prevailing exchange rate, and any associated currency conversion fees will be borne by the receiving party.
Limitation of Liability
The Portal shall not be liable for any losses or damages arising from the deduction of bank service charges, delays in payment processing due to documentation requirements, or any other issues related to payment transactions outside of India.
Tax Deduction at Source (TDS)
Payments to Service Providers shall be subject to Tax Deduction at Source (TDS) as per the prevailing Indian tax laws. The Portal will deduct the applicable TDS amount before making any payments to Service Providers. The Service Providers will be provided with a TDS certificate as proof of tax deduction.
Double Taxation Documentation
Service Providers may be required to submit documentation related to double taxation to avail of any benefits under Double Taxation Avoidance Agreements (DTAA) that India has with other countries. It is the responsibility of the Service Provider to provide accurate and timely documentation to claim such benefits.
Transaction Disputes
In the event of any disputes arising from payment transactions, including the deduction of bank service charges or delays due to documentation requirements, the parties agree to resolve the dispute through the Portal's dispute resolution process. The Portal's decision shall be final and binding.
MrSolvo protects the interests of both the customer and the service provider with regards to the financial transactions. Amount of the ordered service is collected through RBI approved payment gateways and as per Indian government guidelines and is released to the service provider only after delivery of the service. Invoice is sent to the customer for record. Furthermore, customer is given an opportunity to acknowledge the delivery status within a stipulated period of within 3 days for consultation and 7 days for other services. The payment collected from the customer is only used for the ordered service against that payment. Mr Solvo does not maintain any kind of wallet and hence payment made by the Customer is specifically attached to the ordered service and cannot be utilized for any alternative services or transactions. Service provider’s payment is secured by Mr Solvo and they need not be dependent on the Customer for the same after delivery.
To the Service Provider when a Customer confirms the delivery of a consultation, service, monthly commitment. Such confirmation will trigger the release of the payment to the Service Provider within 3 days for consultation and 7 days for other services (subject to deductions as applicable under this agreement).
To the Service Provider when a Customer does not mark the delivery upon request by the Service Provider within 3 days of marking the delivery of consultation or 7 days of marking the delivery of service or monthly engagement. Under this clause, the Customer explicitly agrees that in the absence of such active confirmation, Mr Solvo would be authorized to transfer the payment to the Service Provider in full (subject to deductions as applicable under this agreement).
Refund to the Customer in full, in case a Service Provider does not accept the order.
Upon cancellation by the Customer or the Service Provider, where the Service Provider allows for a partial or a full refund (through the specific button provided for the same) to the Customer and the Customer confirms and accepts the same. The payment in such cases would be split between the Service Provider and the Customer in the mutually agreed ratio. In such cases, Service Providers have been provided guidelines on the basis of which they will allow partial or full refund to the Customer. Both parties should try to reach a consensus and decide the payment or the refund that should be made to the parties mutually. In case of cancellation, MrSolvo’s cancellation processing fee as per Para 9.1 would be transferred to MrSolvo simultaneous to the transfer to the Customer or the Service Provider.
If an issue ticket is raised by the Customer or the Service Provider and MrSolvo’s Customer care or Resolution Centre decides a certain amount to be paid to the Service Provider and/or refund to the Customer, such payments would be transferred to both parties accordingly, after 7 days of the decision, if none of the parties appoints an arbitrator within these 7 days to further mediate and decide the case. MrSolvo in such cases will initiate payment to the concerned parties at their end. Besides MrSolvo will be credited with the payment as per Para 9.5.2 of these terms.
When the Service Provider or the Customer initiates a ticket for resolution and makes the payment but the other party declines to participate in such resolution proceedings or does not make the payment, the payment transfers would be made as per the claims of the ticket-initiating party. For example, if a Customer wants a 50% refund based on various grounds and documents shared, but the Service Provider does not want to participate in the resolution proceedings, a 50% refund will be made to the Customer and 50% will be made to the Service Provider post applicable deductions. Besides MrSolvo will be credited with the payment as per Para 9.5.2 of these terms.
In case an issue is moved to arbitration, the payment to the Service Provider and/or to the Customer would be initiated as per the decision of the arbitrator. Either party may initiate a legal case if they are not satisfied with the arbitration decision but the payment would in any case be transferred as per the decision of the arbitrator and any further legal proceedings would happen outside of MrSolvo’s platform. Besides MrSolvo will be credited with the payment as per Para 9.5.2 of these terms.
As per any other terms specified elsewhere in this agreement.
All payments once confirmed or decided would be transferred within 3-5 business days within India and within 10-14 Business days outside of India.
All actions by the Customer or the Service Provider to initiate payment or refund are irrevocable, and are in explicit authorization to MrSolvo to process the payment as per the instructions.
All payments to the Service Providers will be subject to a deduction on account of applicable MrSolvo’s Service fee + GST & TCS(if applicable).
In case of cancellation by either party, a deduction on account of MrSolvo’s cancellation processing charges would be applicable as specified as per Para 9.1.
No payment of interest is applicable on any payment made or any credit balances with MrSolvo.
In case of inactive engagements where there is no activity within 90 days, a message is sent to both the Customer and the Service Provider to mutually decide the claim on the balance. The payment is transferred as per the mutual settlement between the two parties.
In case the Customer and the Service Provider do not respond or take action regarding such inactive engagement, they specifically authorize MrSolvo to remit such payment to the Customer.
In case there is any violation of law over the terms of these agreements, the payment or refund may be processed at the sole discretion of MrSolvo as per these terms and general business and law practices. In such cases, Customers and Service Providers authorize MrSolvo to make necessary payments at their sole discretion.
Cancellation means termination of an order and is an action to stop the execution of an order before or after acceptance by the Service Provider. We encourage and suggest both the customer and the Service Provider not to cancel any order. However, in exceptional circumstances, if cancellation is done, it should be communicated at the earliest to all the stakeholders.
Cancellation by Customer: In all cases of cancellation of an order by the Customer at any stage, i.e., pre or post-acceptance of the order, wherever a customer gets entitled to a refund, MrSolvo’s cancellation processing fee of 10% + GST of the total order value will be applicable (subject to a minimum of INR 200 + GST and maximum of INR 2000 + GST). The fee will be levied on the defaulting party. However, no Cancellation charges are applicable for the Service Providers if they do not accept the Order.
Cancellation by Service Provider: In all cases of cancellation of an order by the Service Provider post-acceptance of the order, in addition to applicable cancellation charges, if any as per Para 9.3 of these terms. MrSolvo’s cancellation processing fee of 10% + GST of the total order value will be applicable (subject to a minimum of INR 200 + GST and maximum of INR 2000 + GST). Even in case of a cancellation by the Customer due to the reasons associated with the default by the Service Provider like non-responsiveness or non-performance or delay, cancellation charges would be levied on the Service Provider. In case, the Service Provider does not have any balance to deduct the said cancellation charges, the same will be kept as a deficit in their account which will be adjusted in the next transaction. However, no Cancellation charges are applicable for the Service Provider if they do not accept the Order.
Here are major applicable terms in this regard:
Pre-acceptance: Cancellations of any Consultation or Short term/ Long Term Service request, made before order acceptance by the Service Provider incur only MrSolvo’s cancellation processing charges, as per para 9.1.
Post-acceptance:
Consultation request: In case, for any reason, the customer cancels the order after acceptance by the consultant, as per policy, no refund is applicable. However, customers may request one rescheduling at no extra cost by communicating with the Service Provider through the platform at least 1 hour prior to the scheduled time. In case a cancellation is made due to any emergency or crisis situation, the customer may request a refund from the consultant. The acceptance or rejection of the request for a full or partial refund will be at the sole discretion of the consultant and their decision is non-challengeable. In case of refund, MrSolvo’s cancellation charges as per Para 9.1 will be applicable on the amount being refunded. No show at the scheduled time or not sending a request for rescheduling within the stipulated time will be considered a willful cancellation, and in such a case, no refund will be applicable. All voice/video calls on MrSolvo start 5 mins prior to the scheduled time and in case a Customer does not join even after 5 minutes of the scheduled time, it will be assumed as a “No Show.” In case a Consultant does not agree to rescheduling even when a request has been raised at least 1 hour prior to the scheduled time, it will be treated as a cancellation by the consultant and the customer will be entitled to a full refund. A service provider may accept a rescheduling request even within 1 hour of the scheduled time, in which case, no cancellation charges will be applicable.
One-time service or short-term contract: As per the policy, post-acceptance cancellations are non-refundable. However, as per the suggestive guidelines provided to the Service Providers, some Service Providers may allow partial refunds after deducting their charges calculated on the basis of their time and expertise consumed on the service arrangement or planning or the quantum of work already completed at their end, etc. However, the applicability and amount of refund are at the sole discretion of the Service Provider. On any such refunds, MrSolvo’s cancellation charges as per Para 9.1 will be applicable.
Cancellation of Multipack or long-term/monthly retainership contracts: In case of cancellation of Multipack or long-term or monthly retainership contracts post-acceptance by the Service Provider, service charges payable to the Service Provider would be proportionate to the number of months or days already elapsed for which the work has already been delivered or completed or executed. The Service Provider in such a case will share the No. of days for which the payment is due to him and the rest of the amount will be refunded back to the customer after deducting MrSolvo’s cancellation processing charges as per Para 9.1.
Cancellation of a single long-term service contract: In case of cancellation of a single long-term service contract, post-acceptance by the Service Provider, charges payable to the Service Provider will be proportionate to the work already delivered or completed or executed. The service provider in such a case will share the percentage of the amount that will be payable to the service provider and the rest of the amount will be refunded to the customer after deduction of MrSolvo’s cancellation processing charges as per Para 9.1.
Pre-acceptance: Non-acceptance of the order by the Service Provider would entail a 100% refund to the customer without imposing any cancellation charges or processing fees on either party.
Post-acceptance:
Cancellation of consultation: Instead of canceling the order, the Service Provider should try to reschedule the consultation. However, in case of cancellation, a full refund is made to the customer, and the Service Provider’s account is debited for MrSolvo’s cancellation processing fee as specified in Para 9.1 of these terms. Besides, such cancellation negatively affects the ranking of the Service Provider on MrSolvo’s platform and generates a bad reputation amongst customers.
Cancellation of a one-time service or short-term contract: In such a case, the Service Provider will not be entitled to any payment, and a full refund is made to the customer. However, the Service Provider’s account will be debited for MrSolvo’s cancellation processing charges as per para 9.1.
Cancellation of multipack, monthly long-term, or retainership contracts: In such cases, full charges would be payable to the Service Provider for the month(s) for which the services have already been delivered. For cancellations during the month, the Service Provider would be entitled to charges proportionate to the days elapsed for which the work has been executed or delivered, and the balance amount post-deduction of Service Provider entitlement would be refunded back to the Customer. Service Provider would also be charged with MrSolvo’s cancellation processing fee as per Para 9.1 along with MrSolvo’s Service fee.
Cancellation of a single-service long-term contract: In such a case, Service Providers must try to complete the order as the customer stake involved is much higher than the amount of service charges. The partial work may not be of any use to the customer. As such service provider does not get entitled to any payment against such a canceled order except where the customer requires the partially completed work. In such a case, the service provider will be required to hand over the partially completed work along with the full source code and training on the work completed to the Customer. The payment in such a case will be mutually decided between the customer and the service provider on the basis of the amount of the work completed or any other basis as they may mutually decide. MrSolvo’s cancellation processing fee would be deducted from such payment to the Service Provider, as per Para 9.1 of these terms.
Non-Delivery: For any reason, if the Service Provider is unable to deliver an accepted order, it is expected to inform the customer at the earliest. In addition, Service Provider ranking might be at stake or even be blacklisted by Mr Solvo, especially if no proper communication has been made with the customer. Besides, non-delivery is also considered as a cancellation by the service provider who will also be debited for MrSolvo’s cancellation processing fee as per Para 9.1.
Delay in delivery: In case of delay in delivery by the Service Provider, a Customer is at liberty to cancel the order at any time and the Customer will get a full refund. In case a Customer does not cancel the order after the expiration of the delivery due date, it is considered as implicit extension to the Service Provider till the time of cancellation and in such a case if Service Provider delivers the assigned work before any cancellation, a Customer cannot cancel the order, after getting the delivery. Also, if there is a regular interaction between the Customer and Service Providers regarding the delivery matters, corrections and changes it is considered as an implicit extension whereby cancellation cannot be made on the ground of delay in delivery unless unreasonable time passes by after the date of last interaction. Also, a Service Provider can request extension of delivery date and in case of acceptance of such extension, a Customer cannot cancel the order during the extension period on the pretext of delayed delivery. Any delay due to reasons associated with the Customer will not be considered a delay on the part of the Service Provider and hence, there will be no associated compensation. Such reasons may include:
Unsatisfactory or Long-Delayed Completed Delivery: To avoid any such situations,
Service Providers should:
Try to clarify any gap in the specified requirements before accepting the order or during the order processing, rather than making assumptions.
Try to share a small portion of the initial work wherever possible to get input on desired changes or gaps in expectations and align them accordingly.
Try to communicate with the client as early as possible and highlight the expectations that are impractical or quite difficult to deliver.
Make all shared corrections to the best of their capabilities, to the extent committed. Also, try to satisfy the client, even if a few additional corrections need to be made for the same, as client satisfaction is the purpose of delivering your services and forms the basis of your growth on Mr Solvo’s platform.
Clients/Customers should:
Try to specify their expectations, requirements, and dos and don’ts well in detail at the time of placing the order, and further during the processing of the order.
Try to clarify any difference in understanding of the requirement as soon as the customer identifies this gap.
Raise or send their concerns regarding the difference in quality or gap in expectations to the Service Provider during the process of delivery as soon as such issues or gaps are identified.
Also, try to understand that quality is a subjective matter and that quality and delivery time may be impacted by numerous reasons, including:
unclear specifications,
communication gaps,
delay in responding to the queries,
The impracticality of some tasks,
high complexity attached to the order, which may not be visible upfront to the Service Provider, while accepting the order.
general inclusions and limits specified by the service provider in their offering, which may be difficult to implement in every situation.
multiplicity of orders that Service Providers may already be working on when they receive your order etc. Despite the fact that the Service Provider and the customer have fulfilled their responsibilities as laid down above, specifically including:
clear specification of requirements and expectations
Clear communication
Due corrections to the extent committed by the Service Provider
Raising of concern, issue, or gap in expectation by the customer during the process of delivery, and further considering the Gap, if any, in delivery against the committed offerings:
Customers should cooperate in accepting the best possible delivery in the given situation rather than insisting on some predetermined expectations.
The client and the Service Provider should try to reach the final payout consensus mutually, depending on the above-listed factors and the extent of the gap involved.
However, in case the work delivered by the Service Provider is of very poor quality and such low quality is apparent visible. In such a case a Customer can raise a concern with the Customer care team of Mr Solvo who will review the delivered quality and work and if they too conclude that the work is of sub-standard or very poor quality. They will initiate full or partial refund they will initiate full or partial refund as depending on the other factors involved along with the conversation with Service Provider. In such a case the Service Provider may also be removed permanently from the platform.
In case of dispute, payment or refund will be on hold until the final resolution and consensus is reached.
However, if a consensus is not reached between the customer and the Service Provider in terms of the applicable payment or refund that should be made, in that case, any one of them can raise the ticket at Mr Solvo’s Resolution Center, which will entail Mr Solvo’s resolution Centre processing fee as specified in Para 9.5.
In the case of consultation, evaluation of quality level is not justified or possible; besides, it is very subjective, and hence, no refunds are applicable in case of Consultation. The customer must take due care while selecting and booking a consultation. In case a customer feels that the issue to be dealt with is complex and the consultant might not be able to provide a solution, it is advisable that before placing the order they opt for the “Chat/Send Query” button to clarify if the consultant would be able to help them on the said issue. Obviously, the consultant will not give them any solutions before Booking.
We encourage all stakeholders to resolve disputes amicably using these terms and conditions, which will also govern the basis of resolution by Mr Solvo’s Customer care or Resolution Centre.
In case the dispute remains unresolved mutually, the Customer or the Service Provider should first try to seek help of MrSolvo’s Customer Care team which will try to resolve and mediate the matter as per Para 7.5. However, in the event of a significant dispute between the Customer and the Service Provider concerning delivery, quality, responsiveness, or similar issues that cannot be resolved through customer care intervention, either party may escalate the case to MrSolvo’s Resolution Centre.
9.6.1 MrSolvo’s Resolution Centre
In case both parties cannot reach a consensus, either party may initiate a dispute resolution process by raising a ticket online with the resolution center (processing fee applicable) to get the resolution through MrSolvo's trained team who will analyze such cases wholeheartedly and without being biased.
9.6.2 Charges
MrSolvo Resolution Centre processing fee is INR 500 to be paid by both the parties equally. Complainant will pay INR 250 at the time of ticket generation. Other party will be charged subsequently.
9.6.3 Requirements
The ticket generating party must provide comprehensive information and documentation within 24 hours of the ticket generation along with the applicable Resolution Centre fee, to ensure a valid claim. Missing information or documentation may result in ticket cancellation. To review the conflict and to extract the best resolution, MrSolvo’s Resolution Team would require the following information/ documents from both parties independently:
9.6.3.1 Information
Nature of dispute: Clearly state the issue (e.g., quality issue, delay, cancellation, etc.)
Case history: Provide a brief timeline and summary of the issue.
Resolution attempt: Details of attempts made to resolve the issue directly with the other party and the result of it.
Desired outcome: Explain the desired outcome with justification.
9.6.3.2 Documentation
Any additional agreement, if entered into between both the parties (Customer and Service Provider).
All communications related to the initial understanding, requirement, and agreed do’s and don’ts.
Any dissatisfaction concerns or issues raised by the customer to the Service Provider before the cancellation or during the process of delivery.
In case of cancellation - Date and time of the cancellation along with reasons or grounds stated for cancellation or claim for payment or refund. Also required would be the details and copy of work already delivered and/or completed by the Service Provider until the time of cancellation.
In case of concerns related to the quality of delivery - Issues or gaps in delivery as compared to the initially agreed offerings, and grounds or facts for raising the concern. Also required would be the documents relevant to understanding the delivery and quality gap from both parties along with the list of corrections shared by the Customer and details of work carried out against the same by the Service Provider.
Any other document which may be desired by the Resolution Team from either party.
While sharing the documents and information both parties authorize MrSolvo’s Resolution team to have access to the same for the purpose of resolution and to even share such information/documents with any legal authority if the case is processed for any litigation or arbitration.
On receiving the required complete information, documentation, and resolution center fee complainant, MrSolvo’s Resolution Team will review the issue and will share their decision with both parties, tentatively within 7 working days considering all shared information, documents, and circumstances. If the second party does not make the payment of MrSolvo’s resolution center fee, the claim would be awarded to the ticket-initiating party on the basis of a partial review of the information and documents shared. During the resolution process, if the Customer or the Service Provider is found to be non-abiding to the terms & conditions and guidelines specified on MrSolvo’s platform applicable to them, the account of such customer or Service Provider may be suspended, kept on hold, or blacklisted to protect the interests of other customers and Service Providers.
The decision of MrSolvo resolution team will be binding on both parties. If needed, payment or refund will be processed as per the decision of the resolution center after 7 working days of the decision. Within 7 working days, any party can move for arbitration in which case the payment transfer will be kept on hold. In case of disagreement with MrSolvo Resolution Centre decision, parties are at liberty to pursue third-party mediation or arbitration without involving MrSolvo. The decision of MrSolvo Resolution Centre cannot be challenged in the Court, however, parties will be at liberty to take their dispute to the Indian court(s) outside of MrSolvo’s platform, to which MrSolvo cannot be made a party.
Both Clients and Service Providers agree not to disclose any Confidential Information to any third party without prior written consent from the disclosing party. Confidential Information includes all non-public information related to the business, operations, finances, work assignment, research material, innovative product or idea, and any other proprietary information.
Confidential Information shall only be used for the specific purpose of performing the services agreed upon between the Client and the Service Provider. Any other use of Confidential Information is strictly prohibited.
Both parties shall implement and maintain reasonable security measures to protect Confidential Information from unauthorized access, use, or disclosure. This includes physical, technical, and administrative safeguards.
Confidential Information does not include information that:
Is or becomes publicly known through no fault of the receiving party.
Was already known to the receiving party before disclosure by the disclosing party.
Is independently developed by the receiving party without the use of the disclosing party’s Confidential Information.
Is required to be disclosed by law or by a court or other governmental authority, provided that the receiving party gives prompt notice to the disclosing party.
Unless otherwise agreed upon in writing, all rights, title, and interest in the Work Product created during the freelance assignment shall be the sole property of the Client upon settlement of the dues. The Work Product includes all deliverables, drafts, designs, code, reports, and any other materials created by the Service Provider as part of the assignment.
If the Service Provider retains any rights to the Work Product, they hereby grant the Client a perpetual, worldwide, royalty-free, non-exclusive license to use, reproduce, modify, distribute, and display the Work Product for any purpose.
The Service Provider shall retain all rights to any intellectual property that was owned or developed by the Service Provider before the commencement of the freelance assignment. However, the Service Provider grants the Client a non-exclusive, royalty-free license to use any pre-existing intellectual property incorporated into the Work Product solely as part of the Work Product.
To the extent permitted by law, the Service Provider waives any moral rights in the Work Product, including the right to be identified as the author and the right to object to derogatory treatment of the Work Product.
The Service Provider warrants that the Work Product is original and does not infringe upon any third party's intellectual property rights. The Service Provider agrees to indemnify and hold harmless the Client and MrSolvo, from any claims, damages, or expenses arising out of any breach of this warranty.
Upon termination of the assignment or upon the Client's request, the Service Provider agrees to return or destroy all confidential information, and materials, including drafts and other work-in-progress, related to the Work Assignment/Product.
The Service Provider agrees to indemnify and hold harmless the Client and MrSolvo, against any claims, damages, or expenses arising from the Service Provider's breach of any terms related to the ownership and use of the Work Product.
Any disputes arising out of or in connection with the ownership or use of the Work Product shall be resolved through good faith negotiation between the parties. If the dispute cannot be resolved through negotiation, it shall be submitted to MrSolvo’s Resolution Center as per Para 9.5.
Mr Solvo’s motive is that professionals and freelancers provide expert, early and best possible solutions and services to individuals and corporates for all their business, IT and personal needs. Mr Solvo does not expect its Service Providers to persuade customers to visit them personally or to delay or prolong a solution to encash people’s fear, Trauma, circumstances or lack of knowledge to enhance their immediate or repeated earnings. However, the highest level of customer satisfaction is the key to long term growth and higher revenues on the platform. Professionals who can align their ideology and values with that of Mr Solvo are most welcome to register as Service Provider and be a part of Mr Solvo’s Community.
The core Service provider terms are specified as part of the User Agreement and these additional Service Provider Terms should be read along with the User Terms and Privacy Policy as provided on the website.
Guidelines for submission of Service Provider Profile
Submitted profile must not be misleading, exaggerated or fraudulent in any respect, including but not limited to the experience, expertise, accomplishments, qualifications etc.
Portfolio must be genuine and of your own work.
Submitted profile must not include brand or company or profession name or the contact details of the Service Provider.
In accordance with government regulations, all marketplaces are obligated to conduct a specific level of KYC for each Service Provider, which necessitates the accumulation of specific documents during the registration process. Submitting fake identity and capability documents is strictly prohibited.
A Service Provider must not over commit service deliverables to attract customers, which the service provider will not be able to deliver or justify or which can lead to questioning the delivery versus commitment.
A Service Provider must not add his/her profile to any category in which he/she has knowledge only and not good experience or expertise (except those allowed under eligibility criteria).
A Service Provider should try to provide enough details, inclusions, exclusions and limits etc against every pricing option. So as to avoid confusion/ ambiguity.
A submitted profile must not be Incomplete, poorly drafted or too short.
Profile must not contain any kind of profanity, abusive, unlawful or pornographic content.
Profile must not try to sell adult, illegal or unlawful services.
A profile must not violate or attempt to violate the integrity or security of Mr Solvo’s website or its contents.
A professional practitioner is required to possess the appropriate qualifications and Registration/ licenses to practice. It is incumbent upon professionals to comply with all applicable laws and professional conduct regulations that govern their practice. They must also exercise due care in providing consultations and services. Mrsolvo does not assume responsibility for verifying compliance with these laws, codes of professional conduct, or any limitations imposed under them.
Service Provider profile must not lead to conflict of interest or promote their own product, business or website
The profile must not contain links to any external website or social media profile pages etc. It must also not promote any competitor website; job post or any other content which are against Mr Solvo’s business interest.
The profile must not contain any kind of HTML or JavaScript.
The profile must not endorse or acknowledge or credit a third-party Service Provider directly connected with your profile or offered services.
A Service Provider must not try spamming or any phishing attempt to publish or send malicious content to the system of any other user of Mr Solvo, with the intent to gain access to another computer system, bank accounts or email IDs, etc.
You agree that the submitted profile and details are submitted on a non-proprietary and non- confidential basis. You are also aware that a professional who is normally bound to maintain confidentiality under the law with his/her client (i.e., a doctor or a lawyer, etc) not be extended to Mr Solvo ,as it is a facilitation platform for the service provider and to the customer.
You confirm that the profile submitted by you does not infringe any patent, trademark, copyright, or other proprietary rights; You confirm that you have all the rights to the submitted content, data, portfolio, and details and that you authorize, represent, warrant and grant the right to Mr Solvo a perpetual, non-exclusive, worldwide, royalty-free, license to link to, use, reproduce, display, re-format, distribute or disseminate the shared content, for the purpose, promotion, and business of the website as it is or in any other media format.
At this point of time MrSolvo offers only Free plan to the Service Providers, though paid plans may be introduced at any time, at the sole discretion of MrSolvo. However, validity of the opted plan will remain in existence.
Mrsolvo's service fee is 20% + GST for all service providers. The deduction of these charges will apply to all payments made to the Service Providers. For instance, if a Service Provider is entitled to Rs 5000 in service charges, 20% plus GST (i.e., Rs 1000 + 180) will be deducted from the amount when the Service Provider is credited.
A profile submitted by the Service Provider may be edited by Mr Solov’s evaluation team, to improvise, to rectify errors or grammatical mistakes, though any such editing would be done in discussion with the service provider except for minor grammatical changes or removal of objectionable content. In case of Breach or non-adherence to the submission of profile clauses, a profile may be suspended or it may be removed from the platform permanently.
Service Provider’s Cooperation and active participation on the call is required at the time of review and evaluation of the submitted profile, for its improvisation, expertise alignment and approval.
Profile of a Service Provider is made live on the website only after due review, prima facie verification of submitted documents and final approval. You may check our Privacy Policy for the details regarding the KYC Disclaimer, documents we collect, use, storage, protection and their retention.
Mr Solvo reserves the right to disapprove or remove any submitted profile in accordance with the specified eligibility criteria or on the basis of the assessment of the evaluator or for any other reason as may be deemed fit at its sole discretion with or without assigning any reasons.
A certain number of boosting points are allocated to each Service Provider by Mr Solvo’s evaluator. Evaluators at Mr Solvo have been provided a set of instructions and guidelines on allocation of boosting points to each Service Provider. Basis of such allocation of points cannot be revealed and is non-challengeable. Such boosting points do partially affect the ranking of a service provider in a category listing on the platform.
Approval time: Submitted profile will be approved on a first come first serve basis. In normal cases it may take up to 2 weeks. Especially where Service Provider is slow in responding to MrSolvo’s Evaluator’s suggestions and queries, such timeline may further be exceeded or delayed under some special or compelling circumstances.
Service Providers must add their GST number and attach a certificate in case their annual turnover exceeds INR. 20 lakhs or if they intend to offer any product or service through MrSolvo platform which attracts GST even without threshold limit.
Upon registration, a Service Provider allows and permit Mr Solvo to send email/SMS/WhatsApp or to make a call regarding received/ pending orders, reminders for received orders, scheduling of consultation, delivery issues, completion/ updating of the profile, received reviews or for any other reason specified elsewhere in these terms or the privacy policy or to facilitate business operations and order management.
Service Providers may at any time edit, delete, update listings or buy additional boosting points to improve their ranking in the category listings.
Service Providers may link back to their profile on Mr Solvo from their personal Social Media accounts to gain additional service or consultation assignments.
Mr Solvo reserves the right to disapprove payment from any Service Provider for boosting his/ her profile, at its sole discretion. If disapproved payment if any received from the Service Provider will be refunded in full.
Profile of a Service Provider appear in the category listings and in relevant search results normally after it has been reviewed and approved by Mr Solvo’s evaluator.
Profiles of service providers in a category are ranked on the basis of their overall relevancy, number of relevant services created by them, competitive pricing and their Boosting points. The Boosting points of a Service Provider, increase or decrease on the basis of the following parameters:
Boosting Points assigned by MrSolvo’s evaluator at the time of review and approval. Some of the parameters on which Boosting points are assigned include experience, expertise, no. of services, competitive pricing & pricing options created, presentation of submitted profile, communication, skills & value addition, the profile of the Service Provider is expected to offer etc. Such assessment is at the sole discretion of Mr Solvo’s evaluator and is non-challengeable. This is done to provide best possible experts to our customers for all search categories & specializations.
Any additional Boosting points purchased by the Service Provider and approved by Mrsolvo’s evaluator. (Service Provider may purchase extra boosting points from their dashboard anytime if made available to them).
Being Online on MrSolvo v/s No Login or Inactivity for a long duration.
Non-delivery or rejection/ refunds against orders.
Positive or negative ratings assigned to the Service Provider by the customer who avails their services.
Any other factor which may be deemed fit for best quality of results and responsiveness of the Service Provider on the category listing page in the interest of the customers.
Application & eligibility for extra boosting will be reviewed and approved by Mr Solvo’s evaluator and in case of non-approval full amount paid by the Service Provider will be refunded. Mr Solvo’s evaluators will have sole discretion to approve or disapprove boosting of any profile. Though a Service Provider may request for a second review.
Ranking algorithm of Mr Solvo is non-challengeable and it may be reviewed & revised anytime. Mr Solvo will also not be responsible for any increase or decrease in the ranking of a profile due to any of the above factors or due to any revision to such an algorithm. Mr Solvo is not liable to explain or justify ranking of a profile or its upliftment or dissent.
A profile may be deactivated due to long inactivity or continued/ regular non-responsiveness to customer orders or queries on Mr Solvo or for any other valid reason(s) solely at the discretion of Mr Solvo. However, a profile may be reinstated on request and review.
Mr Solvo’s motive as highlighted on the top of these terms & conditions expect certain ideology and values to be followed by Service Providers including but not limited to:
Service Provider should take up assignments only in which they can provide expert consultation & services.
Service Provider should provide early and best possible solutions online. Customers or Clients must not be persuaded to meet the Service Provider personally (with the objective to enhance earnings or repeated revenues) unless it is extremely necessary.
Service Provider must not delay or prolong provision of solution to encash customer’s fear, circumstances, urgency or lack of knowledge to enhance their immediate or repeated earnings.
No direct connection with the customers to avoid Mr Solvo’s Service Fee, Service Provider must not share their contact details or try other ways for direct interaction with the customer to avoid Mr Solvo’s service fee. All interaction must be through Mr Solvo’s messaging, Video & Voice chat platform except in case of:
Services that require personal visit
For long term delivery or high value contracts, MrSolvo may at its sole discretion share the contact details of Service Provider and Customer with each other, to facilitate easier and faster communication. Though even in such cases, completion of service delivery and further payments needs to be made through MrSolvo’s platform. Also, no external contracts can be entered into by the Customer and Service Provider and the same must be done through Mr Solvo for all future requirements.
If approved by Mr Solvo’s team for any specific reason, in writing.
For any other reason specified in this contract elsewhere.
In the profile created on MrSolvo, service Provider must not mention his/her Company name or Brand name or a link to a third- party website from which Users/ Customers may obtain the Services directly.
Service Provider must not offer discount/ attractions to provide services out of the platform.
Service Provider must not solicit Customers to make cash payment or use other payment methods not specifically permitted on this platform
IN CASE OF BREACH OF THE ABOVE CLAUSE, THE SERVICE PROVIDER MAY BE SUSPENDED OR BLACKLISTED & REMOVED FROM THE PLATFORM PERMANENTLY OR THE POINTS SCORE MAY BE REDUCED SUBSTANTIALLY RESULTING IN MUCH LOWER RANKING ON THE PLATFORM AT THE SOLE DISCRETION OF MRSOLVO.
All communication with the customers must be done through Mr Solvo’s Video/ Voice chat and messaging platform only, except where specifically permitted by MrSolvo guidelines, like in case of some long-term contracts, personal services or for any other specified or valid reason or where MrSolvo’s customer care team specifically share customer’s contact number for any specific reason.
Proper behavior and conduct must be observed during any such interaction with the customer.
Abuse, disrespect, profanity, obscenity, racism, harassment, defamation, pornography is strictly prohibited on the platform.
Selling of adult, illegal or unlawful services are strictly prohibited on the platform.
Phishing, spam, intrusion, infusion of virus/ malware/ ransomware attacks on systems of other users/ customers or into Mr Solvo’s server is not only prohibited but is dealt with strictly as a criminal offense.
Service provider is supposed to contact Mr Solvo team through official communication channels only preferably by raising tickets or via official contact details specified on the site, As it may delay the execution and create other complications for which MrSolvo will not be responsible.
Rreach of the above clauses can lead to blacklisting of the Service Provider, besides resorting to other appropriate legal measures by the customer and Mr Solvo’s legal team.A Service Provider is notified of any orders or consultation requests and queries in their dashboard. The same notification is also sent to their mobile via WhatsApp and Email.
All queries and requests for a quote must be replied back on urgent priority as delay in replying may result in loss of interest of the customer in booking a service or consultation. Reply must be decent and if a customer is to be denied a particular order it must be done decently and professionally.
Prompt review & confirmation of received orders is required, lest a customer withdraws an order due to delay in confirmation. Confirmation of all orders must be done after thorough understanding and review of the order, work and efforts involved, possible delivery time etc. If work and efforts involved are substantially higher than expected for an offering, a Service Provider may request revision and of additional charges or alternatively he/she may cancel an order. Similarly, if expected delivery time seems to be higher, a Service Provider must get the extension approved by the Customer to avoid any conflict at a later date.
A Service Provider must try to complete the delivery of orders on time. Delay in execution of an order can lead to cancellation or withdrawal of order by the customer and the same may result in refund with no amount being credited to the Service Provider. It will also lead to reduction in your boosting points, resulting in lower ranking on the platform. As such, Service Provider should specify a little longer delivery time in the service offerings section and should take written approval of the customer beforehand, if a Service Provider foresees an extension in the delivery time.
Strict adherence to scheduled consultation timing is required and any change in the same due to any emergencies must be notified to the customer well in advance. Likewise, any time change request of the customer must be responded to and accepted on a priority basis. Not attending scheduled meetings can not only lead to the cancellation of an order, consequent refund, and reduction of your profile ranking, but also removal of your profile from the platform in case of repeated or such multiple instances.
Unavailability/ Busy schedule- Service Provider should make their profile inactive for the period they are not available to deliver the services rather than canceling the received orders which would deteriorate their ranking on the platform.
A Service Provider must not deliver substandard/ poor quality services or services that are different from the ones that are committed or delivery that is delayed beyond the time committed in their service offering details. A Service Provider must not accept an order in case he/she cannot deliver quality services against the order or if they have little or no knowledge on the subject of the consultation desired or if they expect that the delivery may take much longer than committed. Non-delivery or delayed delivery or substandard delivery of services or consultation may lead to a full refund of the payment to the customer with no credit to the Service Provider. Further such instances will lead to lowering of boosting points resulting in lower ranking of their profile in the category results. As such, inclusions, exclusions, limits, specialities covered and delivery time should be clearly specified while creating their service offerings.
Mr Solvo is an online platform and it is strongly recommended to provide consultation and solutions online. A customer must not be persuaded for a personal visit unless it is extremely necessary.
Cancellation of an order after acceptance is not a welcome practice on Mr Solvo’s platform and must be avoided. Unless, there is an extreme emergency or if there is a strong valid reason any such cancellation must be done at the earliest so as to minimize the customer’s loss. Such cancellation would result in lowering of boosting points and consequent ranking of the Service Provider. Such multiple incidents can lead to suspension or blacklisting of the Service Provider from Mr Solvo’s platform.
Cancellation of an order involving personal visit especially if it is connected to some event or program where it can lead to substantial damage or reputation loss to the customer, it may result in blacklisting of a profile of the Service Provider, if no emergency situation is proved to the issue resolution team. Even in an emergency situation Service providers are expected to inform the Customer well in advance or at the earliest possible about their inability to deliver the service.
On completion of delivery, a Service Provider is expected to follow general business norms in terms of revision or corrections in the work delivered whether a Service Provider has committed such revisions or corrections within the details of the offering or not. Customer satisfaction must always be kept high on priority for success as a Service provider on Mr Solvo. However extra payment may be requested for, from the customer if he/she changes the original requirement itself, substantially.
Personal services and shipping of goods & services
While most of the services on Mr Solvo are delivered online, few services require personal presence of the Service Provider or shipping of some specific products like – software’s, paintings etc. In such cases, traveling charges or shipping charges should be included in the offerings and service details should mention that such cost is included in the specified charges.
Service Provider will be solely responsible for such trips & shipping arrangements, its associated costs & risks. Mr Solvo does not handle or manage the shipments, their tracking or delivery and shall not be responsible or liable for any damages or other issues arising out of such arrangement between service providers and the customers.
Completed Delivery – On successful completion of delivery of consultation or service or training or monthly retainership, a service provider is required to mark the concerned order as delivered. On such marking, a notification is sent to the customer that the service provider has marked the order as completed and he/ she may confirm the same or in case the customer has any issue or concerns regarding the successful completion of the delivery, he/ she should raise the concern ticket within 3 days of such marking in case of Consultation and within 7 days of marking a Service delivery. If the Customer confirms the delivery or does not raise any concern within 3 or 7 days, as the case may be, delivery is taken as completed and the service provider is credited with the payment after deduction of Mr Solvo’s service fee + GST & TCS (if applicable) of 1%. In case a concern ticket is raised, payment credit is held back till the resolution of the ticket/ issue.
Read detailed cancellation, delivery, refund & issue resolution policy under Para 9 of these terms. These terms would be subject to the following additional guidelines and terms in this context (to be read along with the clauses of the main cancellation terms):
Cancellation by Customer:
Service Providers should refund the whole or justifiable amount where any cancellation by the Customer is seemingly initiated due to any negative factor associated with the Service Provider like:
non-responsiveness
excessive delay in the delivery
sub-standard quality or poor delivery
mismatched order where the Service Provider can not justify the order.
Inability or incompetence to execute an order properly.
Any other similar reason associated with the Service provider
In case of cancellation of one-time service or short-term contract: In such a case service providers are expected to follow the following guidelines. The service provider should claim only the amount proportionate to the work already completed or efforts already made against the order. Rest of the amount will be refunded back to the customer after deducting MrSolvo’s cancellation processing fee. The service provider will also be required to share a copy of the work already completed as claimed while deciding their service charges, which would be required by MrSolvo’s Customer Care team, while you accept the cancellation. It would especially be monitored in case the claim seems to be high or if the customer raises a concern.
Cancellation by of a multipack, one-time long-term service or monthly long-term service contract by Customer or Service Provider
A service provider is expected to make fair calculation of their entitlement for the work completed for which delivery has not been marked. The service provider will also be required to share a copy of the work already completed as claimed while deciding their service charges, which would be required by MrSolvo’s Customer Care team, while you accept the cancellation. It would especially be monitored in case the claim seems to be high or if the customer raises a concern. However, whatever work has been delivered for which confirmation has been provided by the customer, a full claim can be maintained on such amounts. Also, claim can be maintained on the portion for which there is a strong justification and documentation with the Service Provider.
Service Providers are solely responsible for determining their own tax reporting requirements, legalities & obligations and that Mr Solvo does not offer any service in this regard or tax advice. Mr Solvo is also not responsible for any tax omissions, errors, discrepancies or defaults by the Service Provider. A Service Provider is solely responsible for its own income tax liabilities & obligations therein.
A Service provider must specify their GST Number in case they have one, All Service Providers are required to obtain GST Numbers as soon as they exceed the threshold limit specified for such registration. Mr Solvo will not be responsible for any GST defaults at the end of the Service Provider like non – registration, non – payment, non – filing of returns, any omissions, discrepancies etc. Service Provider will solely be responsible for such defaults and Mr Solvo will not be made party to any such omissions or defaults.
From all payments made to the Service Provider, a Tax Collection at Source (TCS) @ 1% or at the rate applicable will be deducted as per the current government regulations, wherever applicable .
Payment in installments for long-term contracts of 3 months and above:- Wherever a service provider specifies the delivery time of 3, 6 or 12 months (except for single long-term service), payment for the Service Provider will be made on a monthly basis after the Service Provider gets delivery confirmation from the customer at the end of every month.
All Instalments will be of equal proportionate amount except for the first and the last one, wherein, 5% of the total contract value will be additionally deducted from the first installment and added to the last installment.
Example: For a 6 months contract of say INR 60000, the Service Provider will be entitled to installments of INR 5348 as the first installment (10000 - 5% of total contract value i.e. 3000 - MrSolvo’s Service Fee + GST of 23.6% i.e. 1652), INR 7640 as the second, third, fourth and fifth installment (10000 - MrSolvo’s Service Fee + GST of 23.6% i.e. 2360) and INR 9932 as the Sixth installment (10000 + 5% of total contract value i.e. 3000 - MrSolvo’s Service Fee + GST of 23.6% i.e. 3068). These payments may be subject to 1% TCS if applicable.
To get credit for the work delivered, the Service Provider must “mark delivery” and get confirmation from the customer for having completed the delivery of each month respectively.
In the case of long-term single service (Example: Web or Software development Projects), payment of the Service Provider will be made post completion of the full contract only, as partial delivery is almost of no significant use for the customer and hence, such contracts are expected to be completed in totality with no withdrawal in between.
Users (including Customers and Service Providers) on MrSolvo are independent individuals or entities, with MrSolvo having no control over them except with the option of suspending or blacklisting a User from the use of the platform upon non-adherence to any of the clauses of the Terms & Conditions or Privacy Policy if it comes to the notice of Mrsolvo and is found true. Hence, MrSolvo cannot be held responsible for any actions, inactions, behavior, conduct, language, or intentions of the User, or any third party. As such users are suggested to keep their checks and controls over the interaction and transaction with the customers or service providers as they would do when they are dealing offline or through any other medium.
The Customer and the Service Provider should understand & acknowledge that the Service Provider is solely responsible for the consultation, advice, services, or training provided by them to the customers through MrSolvo’s platform and MrSolvo cannot be made a party to any such advice or to the consequential loss or damages arising therefrom. MrSolvo only acts as a medium to help Service Providers find Customers/Clients for their services and in no way responsible for the quality, accuracy, correctness, or appropriateness of the advice.
You shall defend, indemnify, save, and hold MrSolvo, its affiliates, directors, & associates harmless from all demands, liabilities, claims, costs, and expenses (actual, consequential, or of any other nature) arising out of:
The consultation, services, or training provided by the Service Provider.
The use, access, or interaction on the website or any content, data, or information on the same.
Any downtime on the website for any reason whatsoever.
Your violation of any of these terms or terms of use, privacy policy, infringement of copyright or intellectual property, or rights of any third party.
In case of any dispute with any user, customer, or Service Provider, you forever release MrSolvo (and its Directors, Managers, Employees, Successors, Assigns, Parent Company, Subsidiaries, Affiliates, Agents) from any and all claims, liabilities, and damages of any kind and nature.
For any false information or any unwarranted action, the user will solely be responsible, and in any case, MrSolvo cannot be made a party to any dispute or any such occurrences.
A User must not misuse any information or data of other users, collected by way of use, interaction, or transaction on or through MrSolvo’s platform. Also, a user must not access any unauthorized or unconnected segments of any other user’s computer, laptop, or mobile. Any such misuse or unauthorized access will be the sole responsibility of the concerned user and MrSolvo will not be held responsible for any such access or misuse in any way. However, both MrSolvo and/or the affected user may initiate criminal, civil, other legal, or any other available remedies or actions jointly or independently against the defaulting party.
In the case of services that are delivered personally like that of actors, artists, beauticians, videographers, etc., the Service Provider would be solely responsible for their travel arrangements, time management, due diligence, and their security & safety as per their requirement, and they would follow in the case they accept orders from any other source than MrSolvo. MrSolvo cannot guarantee/ authenticate any customer’s or service provider’s behavior, attitude, environment, or intentions and User must observe appropriate due diligence & care before booking/ going for any such delivery. MrSolvo is not responsible or liable in respect of any such delivery in any respect.
MrSolvo shall not be liable, and would not be able to change or delete any comments or ratings provided by any of the customers who take any service of the Service Provider, whether justified or not.
MrSolvo is committed to protecting any infringement of copyright or intellectual property rights on the website and if any such infringement is found on the website, MrSolvo reserves the right to remove such content from the platform without giving any prior notice.
Registering as a Service Provider does not make the Service Provider, MrSolvo’s employee or partner or agents (unless any such specific contract is entered therein). They cannot bind or enter into any agreement on behalf of MrSolvo. All Service Providers work as independent entities and MrSolvo would not interfere in any operations of the Service Provider nor Service Provider has any right to influence or interfere in the operations of MrSolvo.
MrSolvo, its Directors, Managers, Executives, Parent Company, Successors, Subsidiaries, Consultants, and Lawyers, can in no event be held liable or responsible for any direct or indirect damages or losses (punitive, consequential, incidental, business, data, profit or revenue, exemplary or any other) which may arise out of:
Consultation, service, advice, or training provided by the Service Provider.
Unauthorized access by any Service Provider, Customer, or third party of your computer, mobile, bank account, or personal data with or without unauthorized access to or through the use of our server.
Use of or inability to use the website.
Any malware, trojans, viruses, ransomware, bugs, intrusion attempts, etc., arising through or out of interaction with any other user or third party on the website.
Any data, information, image, or content on the website which may be incorrect, improper, or inaccurate.
Any illegal, defamatory, or abusive conduct of any user, customer, or third party.
Any other act, omission, or error arising out of or through the website or its use to which MrSolvo does not support, allow, or recommend under any of the specified terms directly, indirectly, or implied.
These terms are to be read along with the Privacy Policy. Query and clarification about any terms and conditions mentioned herein or not covered herein must be sought before opting for the MrSolvo platform. Once opted, all terms and conditions as laid down by the MrSolvo governing body will be final with no authority to challenge by anyone.
Whole Agreement:
These Terms along with privacy policy, or any other terms/policies mentioned on MrSolvo’s Website, shall constitute the entire agreement between the user and MrSolvo. If any clause of the “Terms & Conditions” is deemed invalid by the court, the invalidity of such a clause shall not affect the validity of the remaining clauses of the terms & conditions, which shall remain in full force and effect.
In case any point is not covered herein, users may seek clarification instead of opting for MrSolvo’s service in assumption.
These terms & conditions and instructions are subject to change and may be updated from time to time without any intimation or approval and the same will be updated on the website. Such changes would not require re-acceptance from the User and terms listed on the website at any point in time will be considered as final and acceptable, though an intimation regarding the change may be sent to the user or section of users, if deemed fit. If any user has any concern regarding any changes in the terms, they may contact MrSolvo’s team and in case of non-acceptance of the revised terms they may remove their profile from the platform.