Refund Policy
Last updated: 2026-09-20
This policy says when money returns to your wallet and how to get unused money back.
1. Automatic refunds
The price of a booking returns to your wallet automatically, once, when you cancel before the slot starts, when a coordinator denies it, when it expires without review, or when maintenance or a closure cancels it.
2. When refunds do not apply
There is no refund for a booking that was approved and collected, or marked as a no-show because nobody came, unless a coordinator decides otherwise for a good reason.
3. How to cancel
You can cancel a pending or approved booking until its slot starts: on the web, by USSD (Cancel booking) or by SMS (CANCEL followed by the booking reference).
4. Failed or wrong deposits
If a mobile-money payment was taken but your wallet was not credited, keep the transaction message and tell your coordinator the reference. We check with the provider and credit or return the amount, normally within 3 working days.
5. Unused wallet balance
You can ask your coordinator to pay back unused wallet money in cash. Requests are checked against your ledger and normally paid within 7 days. Fees charged by mobile-money providers cannot be refunded by CWAS.
6. Closing your account
When you delete your account, any remaining balance is recorded as a refund due and your coordinator is told, so it can be paid back to you under this policy.
7. Water supply problems
If a water point is closed or unusable, your booking is cancelled and refunded automatically. CWAS does not control the water itself.
8. Disputes
If you disagree with a decision, ask your coordinator to review it. Administrators can check the audit trail, and every refund decision is recorded.
9. Contact
Ask your community coordinator, or write to info@winebald.tech.
This is a working document for the pilot. Ask your coordinator if anything is unclear.