Terms of Use of Mukuru Money Transfer Service

In these Terms, some words have special meanings. Here’s what they mean:

1. You need to sign up as a Mukuru Customer to use Mukuru.
2. KYC Information
   1. When you sign up, you promise that all the personal information you give us is true and correct and you give us permission to verify your KYC Information. If your KYC Information changes after you have signed up, you must give us your updated information as soon as possible.
   2. If we think that the information you give us is untrue or incorrect, we can close your Mukuru Profile or pause or stop your use of Mukuru, without telling you, and tell the Financial Intelligence Unit and the Bank of Lesotho.
3. Mukuru Core or Mukuru Max
   1. The KYC Information you need to give us to register as a Mukuru Customer is set out in the table below. Note that we may ask for copies of documents to verify the KYC information you give us.
      
      

      	Mukuru Core	Mukuru Max
      Personal Details: full names; gender; date of birth; country of birth
      Contact Details: mobile phone number; email
      Physical Address
      Occupation
      Identity Documents: identity number; document type; issue date; country of issue; expiry date (where applicable)
      Source of Funds
      Source of Income		written proof of income required

   2. If you choose to register as a Mukuru Core Customer or a Mukuru Max Customer, you will need to give us a clear image of your identity document and a clear photograph of you holding your identity document.
   3. Once we have verified your KYC Information, we will open a Mukuru Profile for you on our software system.
   4. When you sign up as a Mukuru Customer, you agree that we can send you marketing messages about things we want you to know. We won’t let other people send you these messages using your KYC Information.

1. Once you have registered as a Mukuru Customer and you have a Mukuru Profile, you can add the people you want to send money to (your Recipients). You will need to know their name and their phone number. See clause 4 below for more information on why this is important.
2. It won’t cost you any money to sign up but if you want to send money through Mukuru, we will charge you a fee for our service (Mukuru Fee). We might change the Mukuru Fee at any time, but we promise to let you know if we do.
3. When you want to send a Remittance, you must create an order and choose how much you want to send (Remittance) and how you want to pay for it. 
4. When you create the order:
   1. You will choose to send the Remittance to the Recipient as a Cash Remittance, Digital Remittance or Product Remittance.
   2. Our software system will convert the Remittance into the currency of the Recipient. This is done using the exchange rate set by us. 
5. After creating the order, you must pay for the Remittance and the Mukuru Fee. As soon as you have paid, we will send the Remittance to your Recipient. 
6. If you send us your electronic instruction before 2:30 pm SAST, we will make sure your Recipient gets their Remittance on the same day.
7. If you use your mobile phone to send a Remittance through Mukuru, your phone company might charge you some extra money for that. You must pay these extra charges yourself.
8. You can only use a bank account in your name to pay for the Remittance and the Mukuru Fee. You can’t use someone else’s bank account to pay for the Remittance.

1. Your Recipient should be at least 18 years old. 
2. Only send Remittances to people you know well and trust. Don’t use Mukuru to send a Remittance to anyone you don’t know, even if they are selling goods or services. This is important to keep your money safe and avoid scams. 
3. It’s important that you give us the correct information about your Recipient when you create an order. This includes their full name, address, and any other details we might need to make sure the Remittance gets to them safely. 
4. If your Recipient can’t collect the Remittance because you gave us incorrect information, you need to tell us the correct information so we can try to send the Remittance again. If your Recipient contacts us instead of you, we will tell them to talk to you about any problems they have. 

1. Once you have created an order for:
   1. a Cash or Digital Remittance, your Recipient will get a message on their phone telling them that they can go to a Mukuru Partner to collect the Cash Remittance; or the Digital Remittance has been paid into their mobile wallet, digital wallet, or bank account.
   2. a Product Remittance, your Recipient will get a message on their phone telling them how to collect the Product Remittance from a Mukuru Partner; or that the Product Remittance has been issued to them.
2. Product Remittances
   1. We might change how much money you need to pay for a Product Remittance for your Recipient to be given the Product Remittance. If we do change it, we’ll let you know when it’s going to happen.
   2. When your Recipient goes to the Mukuru Partner to collect the Product Remittance, it’s important that they check everything carefully before they leave. If your Recipient finds something that’s not right with any of the items, they need to tell the Mukuru Partner straight away and ask them to swap it. Your Recipient will have to do this before they leave the Mukuru Partner’s retail outlet. Once they leave, they won’t be able to exchange anything.

1. When you send money to someone outside Lesotho, there are rules that say you can only send a certain amount of money per month and per year. These limits are set out in the table below. 
   
   

   Period	Mukuru Core	Mukuru Max
   Per Month	LSL25,000.00
   Per Year	LSL1,000,000.00	The equivalent of 12 times your monthly salary

2. By using Mukuru or any other financial institution to send money out of Lesotho, you confirm that you know that: (i) there are limits on how much money you can send; (ii) you must follow these limits and not try to send more than you are allowed; and (iii) you are responsible for making sure that you do not send more than you are allowed to send. 

1. You can only cancel a Remittance Transaction if your Recipient hasn’t received the Remittance. 
2. If a Recipient has already received the Remittance, you can’t cancel the Remittance Transaction and we won’t be able to pay you back the money you sent or the Mukuru Fee we charged you.
3. If you can cancel the Remittance Transaction, Mukuru will give you back all the full Remittance and might refund you the Mukuru Fee we charged you. Whether we refund the Mukuru Fee depends on all the reasonable costs we incurred when processing the refund.  
4. We will work out how much money we owe you based on the exchange rate on the day you paid for your order. We will pay you back within 7 days of getting it back from our Mukuru Partner.

1. We must send a report to the Bank of Lesotho which lists all Remittances processed through Mukuru. This report must include information about who sent the money, who received it, and all the details about the transaction. This is important so that the Bank of Lesotho can keep track of all the money that is being sent and received. You agree that we can use your KYC Information in our reports to the Bank of Lesotho.
2. We also must share your KYC Information with the Financial Intelligence Unit and the Bank of Lesotho if they ask for it. When you give us your KYC Information, you give us permission to share it with the Financial Intelligence Unit and the Bank of Lesotho if they ask us for it.
3. If you want more information, please visit www.centralbank.org.is.

1. When you become a Mukuru Customer, you will pick a username, password and/or PIN to keep your Mukuru Profile safe. It is your responsibility to keep this information safe. You must never share any of this information with anyone including your family or our staff. 
2. If someone uses your username, password and/or PIN without your permission, you need to tell us straight away. We can change your username, password and/or PIN and make sure that no one else can access your Mukuru Profile and do things you might not want them to do. 

1. Remitix must follow the rules of the Financial Conduct Authority. One of these rules is that Remitix must keep its customers’ money (Remittance only) safe in a special safeguarding account at a reputable financial institution (in terms of Regulation 23 of the Payment Services Regulations 2017). A financial institution is a company which deals with money transactions. This is to make sure that if something goes wrong with Remitix, its customers’ money will still be safe. 
2. If you want to know more about how Remitix keeps your money safe, see www.mukuru.com/en-uk/frequently-asked-questions.

1. Sending messages through electronic means (like email, social media, WhatsApp, text, or instant message) is not completely safe or free from mistakes. 
2. You agree that we can accept and act on any messages you send us electronically, or on messages that look like they were sent by you. 
3. We will send you some important information through electronic means from time to time, but we will never ask you for your personal details through electronic means.

1. Please read this very carefully as it limits our liability to you. We are not responsible if something happens when you use Mukuru that causes you to lose money or suffer a loss in some way unless it can be proven that it was our fault. This includes the following:
   1. You do not keep your username, password and/or PIN safe and someone else uses your Mukuru Profile to send a Remittance.
   2. Your Recipient is under the age of 18. If we must pay anyone money because your Recipient is under the age of 18, you promise to pay us back that money.
   3. You give us incorrect information about your Recipient, and something goes wrong. For example, if the transaction fails, or payment is made to the wrong person or your Recipient’s bank account is frozen or closed because you gave us the wrong account number, we can’t fix it for you. If we lose money because you gave us incorrect information about the Recipient, you must pay us back all the money we have lost.
   4. You send a Remittance to a Recipient that you don’t know, and you find out that the Recipient was not honest/made you believe something that wasn’t true (for example, they are running a scam) and the Recipient has received payment of the Remittance. You will not be able to cancel the Remittance Transaction and we will not be able to pay back your money. 
   5. We refuse to send a Remittance to your Recipient because we have reason to believe that they have been or are involved in any crime (including fraud).
   6. Your Recipient doesn’t receive their remittance right away. If there’s a delay in your Recipient receiving the Remittance you sent them and the exchange rate changes, we can’t be blamed if the Remittance is worth less when they finally get it.
   7. The money you want to send is not available in the country where the Recipient lives. They will either need to wait until it becomes available again or get a different type of money (currency) that is worth the same amount instead. You will not be able to get your money back if they choose to get the substitute money. If they decide to get the substitute money, the exchange rate used to calculate the value of the substitute money will be based on the rate available on the day they collect it. We are not responsible for any money which is lost because there has been a change in the exchange rate.
   8. Any item forming part of a Product Remittance is not available. Your Recipient will get the product that is advertised. If one or more item is missing, the Mukuru Partner will either give the Recipient something similar that costs the same or your Recipient will need to go back to the Mukuru Partner later to get the item.
   9. We send a report to the Bank of Lesotho which includes your KYC Information and all details relating to your Remittances and someone tries to sue you or makes a legal claim against you because of this information.
   10. You send us instructions through electronic means, and we follow your electronic instructions.
   11. A phone or internet service provider is not working properly and causes a delay.
   12. We close your Mukuru Profile or pause or stop your use of Mukuru due to our legitimate concerns about how you or your Recipient are using Mukuru, or the funds received through Mukuru.
   13. 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 wasn’t directly our fault.
3. We will do our best to make sure everything goes smoothly, but if something does happen or goes wrong, we can only be responsible for up to a certain amount of money. This amount is either the total fee you paid us for using Mukuru for a Remittance Transaction, or LSL1,000.00 (one thousand Lesotho Loti), whichever is the bigger amount.
4. You promise to protect us and pay us back if we lose money because you did not use Mukuru as set out in these Terms. This includes paying for any damages, losses, or fees (including legal fees) we must pay because of your actions. However, if we did something wrong or didn’t follow the rules, these Terms don’t change anything about our responsibility if the law says we are responsible.

1. These Terms are controlled by and interpreted according to the laws of Lesotho and/or England. If there is any disagreement or problem with these rules, the laws of Lesotho and/or England will be used to sort it out.
2. If someone breaks one or more of these Terms and we don’t enforce our rights, it doesn’t mean we won’t enforce our rights if they break these Terms again. It also doesn’t mean we can’t enforce our rights immediately or later on.
3. Every Term must be understood in a way that follows applicable law. If one Term is not allowed, the other Terms will still be important and followed.
4. Remitix owns or is licensed to use all intellectual property related to Mukuru, including the software system and trademarks.
5. Mukuru Africa 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.

1. MBdC’s address is Mpiti Thetsane, Thetsane West Maseru, 100, Lesotho. This is the address where any legal document or notice for MBdC must be sent or delivered. 
2. Any legal document or notice served for legal proceedings must be written on paper.