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Terms of Use of Mukuru Money Transfer Service

Welcome to Mukuru!

When you sign up as a Mukuru Customer, you’re agreeing to follow the rules set out in these Terms of Use (Terms).

This is a contract, so take the time to read and understand these Terms and our Privacy Notice carefully before you sign up as a customer. Once you sign up as a customer and use Mukuru, you agree to be bound by and comply with these Terms. You must continue to comply with these Terms if you want to use Mukuru.

Here are some important things to know and remember about being a Mukuru Customer and using Mukuru:

Mukuru Money Transfer Limited (“Mukuru” or “Mukuru Rwanda”), a private company registered in Rwanda (Company No. 106432062) with its registered address at KG1 Civitas Building, Remera, Kigali, Rwanda, is the local contracting entity licensed by the National Bank of Rwanda (“NBR”) to market, promote and facilitate the Mukuru Money Transfer Service within Rwanda, supported by Remitix Limited. The Mukuru Money Transfer Service, accessible at www.mukuru.com, enables residents of Rwanda to send money to and receive money from family and friends around the world.
The underlying cross-border money-remittance service is provided by Remitix Limited. You need to be at least 18 years old to use Mukuru.
You can only have one Mukuru Profile.
You need to keep your account information safe and not share it with anyone else.
You can’t use Mukuru for anything illegal or harmful, for your business or for buying/selling things.
We can’t guarantee or promise exactly how long it will take for a Remittance to be sent and received.
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 the Financial Intelligence Authority, the National Bank of Rwanda, Mukuru Partners, our service providers and any other regulatory authority if it is needed for you to use Mukuru or for us to comply with the law.
We can close your Mukuru Profile or stop you from using Mukuru at any time, without telling you: (i) if we can’t confirm that the information you have given us is true; (ii) if you break any of these Terms or any law; (iii) if we find out that you have a criminal record (for fraud or any other crime); (iv) if we think you are using Mukuru in a way that is harmful to us or anyone else; or (v) to protect our interests and reputation (for example, where we come across negative information or news about you in the media).
If we think that a Recipient has been or is involved in any crime (including fraud), we can (i) mark the Recipient as “suspicious” on our software system; and/or (ii) blacklist the Recipient; and/or (iii) refuse to send a Remittance to the Recipient.
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. Please see clause 12 for further details.
If you have any questions or problems, you can contact us via WhatsApp by dialling +27 860 018 555 or by calling our Contact Centre at +27 860 018 555 (between 08h00 and 19h00), and we will be happy to help. For more information, please read our Frequently Asked Questions.
We can change these Terms at any time, so make sure you check back regularly.

KEY WORDS USED
1. In these Terms, some words have special meanings. Here’s what they mean:
  1. “Affiliate” is a company that is connected to Mukuru Rwanda – because they are owned by the same company, or because they are part of a group of related companies.
  2. “Cash Remittance” is a Remittance which a Recipient (i) collects in cash from a branch of Mukuru Rwanda or from a Mukuru Partner/their agent; or (ii) withdraws in cash from an ATM of a Mukuru Partner.
  3. “Digital Remittance” is a Remittance which is paid to a Recipient by (i) money being deposited into their bank account; (ii) mobile money being credited to their mobile wallet; or (iii) digital money being credited to their digital wallet.
  4. “Financial Intelligence Centre” is Rwanda’s state agency that collects and reviews reports of suspicious financial activity and shares relevant information with law-enforcement and regulators to combat money-laundering and terrorist financing.
  5. “KYC” is “Know Your Customer”, the process of a business identifying and verifying the identity of its customers. When a business wants to provide a service to someone, they need to make sure that the person is who they say they are. This is called identifying and verifying their identity. To do this, the business will ask the customer for some information, like their name, address, and date of birth. They might also ask for some identification, like a passport. The business will then check this information to make sure it is correct and matches up with the person they are providing the service to. This helps to prevent fraud and keeps everyone safe.
  6. “KYC Information” is the personal details and documents you provide so we can confirm your identity and comply with our KYC obligations under Rwandan law, including Law No. 69/2018 of 31 August 2018 on the Prevention and Punishment of Money-Laundering and Terrorist Financing and any related regulations issued by the National Bank of Rwanda or the Financial Intelligence Centre.
  7. “Mukuru Customer” is a person who(i) has an active Mukuru Profile; and (ii) has sent a Remittance through the Mukuru Money Transfer Service.
  8. “Mukuru Fee” is the fee paid by a Mukuru Customer for using Mukuru to send a Remittance.
  9. “Mukuru Money Transfer Service” is the service which utilizes proprietary technology enabling Mukuru Customers to send and receive Remittances.
  10. “Mukuru Partner” is a business partner of Remitix Limited and/or Mukuru Rwanda which helps Remitix Limited and/or Mukuru Rwanda provide its service to Mukuru Customers.
  11. “Mukuru Profile” is a profile set up on our software system for each Mukuru Customer.
  12. “National Bank of Rwanda” is the central bank of Rwanda which looks after the money system in Rwanda.
  13. “PIN” is a Personal Identification Number, a secret number that a computer can read to prove a person’s identity.
  14. “Product Remittance” is a Remittance which a Recipient collects from a Mukuru Partner’s retail outlet, as a product or service (including groceries, stationery, or airtime).
  15. “Recipient” is the person who is paid a Remittance when a Mukuru Customer sends it to them through Mukuru.
  16. “Remitix Limited” a private company incorporated in England (Registration No. 05270734) with its registered office at 12 Old Mills Industrial Estate, Paulton, Bristol, BS39 7SU, United Kingdom, and authorised by the UK Financial Conduct Authority as an Authorised Payment Institution (FCA Registration No. 576623).
  17. “Remittance” is the value which a Mukuru Customer sends to a Recipient in a form allowed by National Bank of Rwanda and does not include the Mukuru Fee.
  18. “Remittance Transaction” is the transfer of a Remittance from a Mukuru Customer to a Recipient.
  19. “Rwanda” is the Republic of Rwanda.
  20. “Rwandan Franc or RF” is the official currency of Rwanda.
  21. “USD” is the United States Dollar.
  22. “You or your” means you, the person reading these Terms..
SIGNING UP AS A MUKURU CUSTOMER
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 Centre and the National Bank of Rwanda.
3. Mukuru Core
  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:
    1. Personal Details: full names; gender; date of birth; country of birth, nationality
    2. Contact Details: mobile phone number; email
    3. Physical Address
    4. Occupation
    5. Identity Document/Passport: identity number; document type; issue date; country of issue; expiry date (where applicable)
    6. Proof of Income: source of Funds; 3 months bank statements; salary slip, letter from employer
  2. If you choose to register as a Mukuru Core 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.
CREATING AND PAYING FOR REMITTANCE ORDERS
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.
RECIPIENT’S DETAILS
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.
REMITTANCE TYPES
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.
SEND LIMITS
1. When you send money to someone outside Rwanda, 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.
  1. Period: Per Month Mukuru Core: 7,500 USD
  2. Period: Per Year Mukuru Core: 90,000 USD
2. By using Mukuru or any other financial institution to send money out of Rwanda, 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.
CANCELLATIONS AND REFUNDS
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.
CUSTOMER RECORDS
1. We must send a report to the National Bank of Rwanda 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 National Bank of Rwanda 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 National Bank of Rwanda.
2. We also must share your KYC Information with the Financial Intelligence Centre and the National Bank of Rwanda if they ask for it. When you give us your KYC Information, you give us permission to share it with the Financial Intelligence Centre and the National Bank of Rwanda if they ask us for it.
3. If you want more information, please visit www.bnr.rw.
PROTECTION OF YOUR MUKURU PROFILE
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.
PROTECTING YOUR MONEY
1. When you send us a Remittance Transaction, Mukuru Rwanda keeps the Remittance you paid safe in a segregated account in Rwanda. This means your money is kept separate from our money and is protected until the Remittance is collected by your Recipient.
USING ELECTRONIC MESSAGES
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.
OUR LIABILITY AND RESPONSIBILITY
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 National Bank of Rwanda 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 RF 80,000.00 (eighty thousand Rwandan Franc), 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.
GENERAL
1. These Terms are controlled by and interpreted according to the laws of Rwanda. If there is any disagreement or problem with these rules, the laws of Rwanda 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 Limited owns or is licensed to use all intellectual property related to Mukuru, including the software system and trademarks.
5. 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.
ADDRESSES FOR NOTICES AND LEGAL PROCEEDINGS
1. The address for Mukuru Rwanda is KG1 Civitas Building, Remera, Kigali, Rwanda. This is the address where any legal document or notice for Mukuru Rwanda must be sent or delivered.
2. Any legal document or notice served for legal proceedings must be written on paper.

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