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Terms of Use of

Mukuru Card Service

MUKURU  CARD – MUKURU TERMS & CONDITIONS (“T&C’S”)

Last updated on: 09 July 2026

  1. Welcome to the Mukuru Card! 
    1. When you sign up for a Mukuru Card (Card), you agree to follow the rules set out in these Mukuru Card Terms and Conditions, the Mukuru Wallet Terms and Conditions and the Card Brochure (Terms).
    2. This is a contract, so take the time to read and understand these Terms carefully before you start using the Card. Once you have a Card (and Card Information), you agree to be bound by and comply with these Terms. You must continue to comply with these Terms if you want to use your Card.
    3. Here are some important things to know and remember about the Card:
      1. SMH BOTSWANA BUREAU DE CHANGE (PROPRIETARY) LIMITED Reg. No. BW00001155348, (Mukuru) provides registered Wallet Customers in Botswana with a Card. 
      2. Mukuru is licensed under the Electronic Payment Services Regulations 2019 (as amended) with license number: 001.
      3. To be able to register for a Card, you must be at least 18 years old and have an active Mukuru wallet.
      4. The Card is a debit card for use in Botswana. It is not a bank account. You cannot load money onto the Card, you must load money into your Wallet and you will be able to use your Card to access the money in your Wallet by withdrawing at an ATM, spending money online or at Point-of-Sale (POS) terminals.
      5. You need to keep your Card Information safe and not share it with anyone else. You agree that you have read and understood Mukuru’s Card safety tips, found here: https://www.mukuru.com/bw/mukuru-card-safety-tips/
      6. You cannot use the Card for anything illegal or harmful.
      7. The Card does not come with any guarantees, purchase protection, insurance, other promises or services.
      8. Our Privacy Notice tells you how we will use your personal information. When you share your personal information with us, you agree that we can use and share it so we can communicate with you and keep important records (like for legal or accounting reasons). You also agree that we can share your personal information with Access Bank, Mukuru Partners, service providers and regulatory authorities if it is needed for you to use your Card or for us to comply with the law.   
      9. You expressly agree that Mukuru may share some of your personal data with a registered Mukuru (or Mukuru Affiliate) customer, where such customer wants to create a payment order for you using the Mukuru System.
      10. Mukuru, its Affiliates and Mukuru Partners may use some of your historical data to assess if you are eligible for products offered through the Mukuru platform.
      11. We can stop you from registering as a Card User or stop, freeze, suspend or restrict your Card, Card balance or any transaction at any time, without telling you: (i) if you break any of these Terms or any law; (ii) if we find out that you have a criminal record (for fraud or any other crime); (iii) if we have a reasonable suspicion that you are using your Card in a way that is harmful to us or anyone else; (iv) where your conduct results in a breach of our regulatory obligations (v) where the law compels us to do so or (vi) to protect our interests and reputation (for example, where we come across negative information or news about you in the media). We must comply with local and international laws, regulations, policies and requirements with regard to fraud, anti-money-laundering, counter-terrorist financing and sanctions. This may result in your money being frozen or confiscated; 
      12. We can change the Terms at any time, provided we give prior notice to you. However, it is your responsibility to keep up to date with the Terms, so please check on our website (www.mukuru .com) for the latest version. 
      13. In these Terms, when we say “Mukuru “, “we”, “us” or “our”, we mean Mukuru and its Affiliates, as well as their directors and staff. When we say “you” and “your”, we mean you, the person reading these Terms.
  2. Key words
    In these Terms, some words have special meanings. Here is what they mean: 
    Affiliateis a company that is connected to Mukuru – because they are owned by the same company, or because they are part of a group of related companies.
    Card Brochureis a brochure with helpful information about the Card, including a list of Card Fees 
    Card Useris a person who has successfully registered as a customer of Mukuru and has performed their first transaction using their Card.
    Card Feeis the fee paid by a Card User when using the Card to carry out a transaction.
    Card Informationis a person’s Card number, expiry date, PIN and CVV (the three-digit security code that is printed on the back of a Card).
    KYCis “Know Your Customer”, the process of a business identifying and verifying the identity of its customers using KYC Information. 
    KYC InformationKYC Information is the personal information and documents that a person shares with us so that we can verify their identity and comply with our own KYC policies and the law. 
    Mukuru Partneris a business partner of Mukuru which helps Mukuru provide services to its Card Users.
    PINmeans Personal Identification Number, a secret number that a person can use to prove their identity. 
    Wallet balanceis the available money on a Mukuru wallet which can be used by swiping a validly linked Card at any point in time.
  3. Signing up for a Card
    1. You need to have an active Mukuru wallet before you can sign up for, hold and use a Card. We may ask you to update your KYC information before you can use the Card.
    2. Never accept your new card if you can see the sealed envelope has already been opened or tampered with. Never let anyone, including anyone from Mukuru see your card PIN or your Mukuru account PIN.
  4. Validating and Activating your Card
    1. Before you can use your Card, you must sign your name in ink in the space provided on the back of the Card.  
    2. When you get your Card, you should have enough funds in your Wallet to cover the Card initiation fee. The fee will be deducted from your Wallet when the Card is linked to your Wallet. 
  5. Limits 
    1. Daily and monthly withdrawal and spend limits may apply. For details, please visit our website www.mukuru.com. 
  6. Using your Card
    1. Only you as the registered Card User is allowed to use the Card given to you.
    2. You must only use your Card for transactions that are legal. If you or anyone else uses your Card for anything that is illegal, you will be responsible for repaying money to anyone who loses money as a result.
    3. You can only use your Card at retailers where VISA is accepted in Botswana and at an ATM. You cannot carry out transactions inside a bank. 
    4. When you use your Card to pay for something, you will not be able to stop the payment. The value of the payment and the corresponding Card Fee will be taken off your Wallet Balance instantly. We will not honour payment instructions where there is not sufficient balance in your Mukuru wallet.
    5. If you are not sure if an instruction or payment has gone through, contact our Contact Centre on +267 3980 499.  Do not give us the same instruction again unless we have told you that we did not receive it, or you might make the same payment twice.
    6. You must make sure that there is enough money on your Mukuru wallet to pay for any transactions you make via your Card including the corresponding Card Fees.
    7. We may delay or reject a transaction in line with our policies and procedures or if the law requires us to do so.
    8. If you enter the wrong PIN three times in in a row, your Card will be blocked, and you will not be able to use it.  You must contact our Contact Centre by dialling +267 3980 499 (between 08h00 and 19h00) to unblock your Card.
  7. Card Fees
    1. Card Fees are recorded on our website www.mukuru.com.
    2. You agree that we can deduct the Card Fee from your Wallet Balance when you use your Card for a transaction.
    3. You agree that we can collect any Card Fees due to us even if your Card is blocked, expired or has been stopped.
  8. Protecting your Card and your Card Information
    1. It is your responsibility to keep your Card, Card Information and PIN safe. You must never share your PIN or your Card Information with anyone including your family or our staff. Never tell anybody who offers to help, including anyone from Mukuru, the PIN.
    2. You must make sure that no-one else uses your Card or Card Information. If someone has your Card and knows your Card Information, they can carry out transactions up to the maximum limits that apply and even withdraw your full Wallet Balance.
  9. Stopping your Card
    1. You are responsible for everything that happens when your Card is used even if you did not use it. 
    2. If your Card is lost or stolen/you are a victim of an unauthorised SIM swap/an ATM swallows your Card/there are suspicious transactions on your Card/if you think your phone has been accessed without your permission, you must stop your Card:
      1. using USSD by dialling *233# or WhatsApp by dialling +267 7718 4600 and following the options to stop your Card; or
      2. by calling our Contact Centre on +267 3980 499  between 08h00 and 19h00; 
    3. Until your Card is stopped, you will be responsible for any transactions on your Card as well as any losses you may suffer.
  10. Expiry of your Card
    1. The expiry date of your Card is shown on the front of the Card.  
    2. Your Card is valid until the expiry date (unless it is cancelled before that date) but you should apply for a new Card before the expiry date.
  11. Liability and Responsibility
    1. We are not responsible if something happens with your Card that causes you to lose money or suffer in some way unless it can be proven that we are guilty of intentional wrongdoing or extreme carelessness. This includes the following:
      1. A payment/transaction is (i) delayed; (ii) stopped by us or a Mukuru Partner; 
      2. You give us incorrect information/instructions when you make a payment and that payment fails or is made to the wrong person.
      3. Your Card is lost, damaged, copied or stolen or there is any fraud/theft/misuse of the funds held on your Mukuru wallet because of Card use. This includes where someone uses your Card or Card Information and carries out transactions/withdraws some/all of your money.
      4. Any person/business does not accept payment for goods/services using your Card.
      5. You have complaints about goods/services you bought with your Card.
      6. There is a problem/issue with any electronic facility, a POS device, or a third-party system or network over which we have no control. 
      7. You break any rules in these Terms.
    2. We cannot be held responsible for any additional losses or damages that occur as a result of something that was not directly our fault. We cannot be held liable for any indirect, consequential, special, incidental or similar loss or damages (including for example loss of income or loss of opportunity).
  12. Address for Notices and Legal Proceedings
    1. Mukuru’s address is Shop nr 4, Airport Junction Mall, Gaborone, Botswana. This is the address where any legal document or notice for Mukuru must be sent or delivered.  A copy of all legal documents or notices must be sent to: [email protected].
    2. Any legal document or notice served for legal proceedings must be written on paper. 
  13. General
    1. Waiver or Relaxation:  A failure to act to enforce a right under these Terms does not mean that Mukuru granting the “allowance” has waived its right to enforce the Terms strictly.  
    2. Assignment: The Card is provided exclusively to you as the registered and verified Customer. You are not allowed to share with, assign or transfer your Card or your obligations set out in these Terms to any third party. You will be held liable for losses suffered if you break these Terms.
    3. Severance: Each provision (including any clause, sub-clause or part thereof) of these Terms shall be construed as a separate and severable contract term, and if one or more provisions is held to be invalid, unlawful or otherwise unenforceable, the remaining provisions shall remain in full force and effect.
    4. Applicable Law & Jurisdiction: These Terms will be governed by and interpreted in accordance with the laws of South Africa without giving effect to conflict of law provisions.
  14. Google Maps
    Mukuru may use a location-related feature called Google Maps to verify your address. Google has rules for using its Maps tool which include the Google Maps/Google Earth Additional Terms of Service and Google’s Privacy Policy. These Google rules are included as part of these Terms.
  15. Resolving problem and complaints
    If you have any questions or complaints about your card or these Terms, you must first contact Mukuru using the contact details below:

Call: +267 398 0499
WhatsApp: +267 7718 4600
USSD: Dial *233#