Earnings and available balance
An earning can appear before it is available to withdraw. Release of approved funds adds to the worker balance; it does not mean money has already arrived in an M-PESA account.
Only available funds can be requested for withdrawal. Review the destination and limits shown in your wallet before confirming.
Pending or missing withdrawals
A submitted withdrawal may remain pending while its outcome is checked. Refresh its status in the wallet. If the result is unclear, contact support with the reference, amount and date rather than starting another withdrawal for the same payment.
Support and finance reviewers investigate the underlying payment. Closing a support issue alone is not confirmation that money has arrived.
Requesting a refund
Contact support with the original payment reference, date, amount and reason for your request. A request is reviewed before any refund is authorised. It is not a guarantee of eligibility or completion.
A payment marked for refund still needs confirmation from the payment provider. Ask support for the status of the original reference if a refund has not arrived.
Work or payment disagreements
If the issue concerns attendance, completion or agreed pay, raise a dispute from your workspace and identify the relevant work record. Keep related evidence together so the reviewer can investigate.
Details awaiting confirmation
Refund eligibility, cancellation rules, fees, processing estimates and escalation arrangements must be approved before publication of the final payment policy. No fixed refund or payout deadline is promised by this draft.
Still need help?
Email info@cleangrid.africa. Never send passwords, verification codes, recovery codes or full payment credentials by email.