Payments & payouts policy

With platform-managed collections, Centranet configures the supported collection provider and your workspace supplies an eligible payout destination. With your own gateway, you authorize the provider directly and its account, credentials and settlement arrangements apply. The available arrangement depends on the country, currency, provider and approval status.

The payment provider processes the financial transaction under its own terms and regulatory obligations. Using the platform does not create a deposit account with Centranet, earn interest or guarantee deposit protection. The identity shown on an external payment prompt or statement is controlled by the provider’s merchant configuration and may differ from a white-label portal’s display name.

Check the amount, currency, merchant, customer reference and telephone number before authorizing a payment. Use only the verified instructions displayed in the current account or checkout. An account number identifies where a payment should be reconciled; an incorrect reference can delay allocation.

A screenshot, customer-entered reference or browser success screen alone is not final proof of payment. Provider confirmations and reconciliation establish the recorded outcome. Internet activation also depends on the customer’s plan, router availability and successful configuration; a paid status is not proof the router has completed the change.

A collected or current balance may include funds not yet available for payout. Available funds depend on provider clearing, reserves, disputes and account conditions. Ledger balances may also reflect applicable fees, refunds, adjustments and amounts already reserved for a payout.

Payout eligibility is calculated from reconciled funds and the configured minimum and schedule. Where immediate payout is enabled, it means initiation after eligibility checks, not a guarantee that the destination institution credits the recipient instantly. Provider maintenance, compliance review, holidays and banking or mobile-money networks can delay completion.

Supply a payout destination held or authorized by your business and verify every phone, till, paybill, bank and account detail supported by the active provider. A displayed name match or verification step helps reduce mistakes but is not a guarantee against fraud or a substitute for your own confirmation.

Restrict access to payout settings and report unauthorized changes promptly. Requests may be reviewed for identity, account ownership, unusual activity or provider requirements. We do not promise recovery of a transfer to an incorrect destination; we will assist with reasonable tracing and provider escalation.

The accepted pricing and the applicable transaction estimate or checkout identify platform fees and any separately disclosed provider charges. Caps, minimums and percentage fees may apply per transaction. An estimate is not a completed collection, payout or binding exchange quote.

Currency displays may be indicative. The currency and total confirmed at payment control the charge, subject to mandatory disclosure requirements. Cross-border availability, conversion, settlement currency and minimum balances require provider support for the specific account. You remain responsible for taxes applicable to your business; invoices and provider statements should be retained.

If a payment or payout is pending, keep its reference and check the recorded status before retrying. Do not create a second charge solely because the first browser session timed out. A rejected payment may be retried through the supported flow once its outcome is established.

Unknown payout outcomes require reconciliation before another submission. Provider-accepted, processing, completed, reversed and failed are distinct states. Contact support with the transaction reference, amount and time; never send an M-Pesa PIN, bank password or payment one-time code.

An offline payment may be recorded only through an authorized, auditable workflow with supporting evidence. A manual ledger entry must not falsely imply provider settlement or automatically justify an unrelated payout. Corrections should preserve the audit trail.

Refunds, chargebacks, fraud findings and provider reversals may change available funds or create amounts to reconcile. Any recovery from your balance must have a documented basis and remain subject to your agreement and applicable law. You may dispute an adjustment through support and provide evidence. See Refunds & Cancellation for the relevant process.

Keep your invoices, collection references, provider statements and payout confirmations. Report discrepancies promptly so the parties can investigate while records remain available; any mandatory legal claim period is unaffected.

No specific settlement time, cross-border route or payout success rate is guaranteed by this policy. A separate provider or service-level agreement may provide additional commitments. Payment and settlement obligations remain subject to legal and regulatory restrictions, even when automation is enabled.