Mukuru Account and Card Service

Account And Card Terms & Conditions

Last updated on: 05/08/2026

1. Welcome to Mukuru!
   1. When you sign up for and/or use a Mukuru Account and/or a Mukuru Card, you agree to be bound by and follow the rules set out in:
      1. these Account Terms and Conditions and Card Supplemental Terms & Conditions (“Mukuru Terms”);
      2. any pricing guide, brochure or service guide applicable to the Mukuru Account and/or Card; and 
      3. the Bank Zero Terms & Conditions which can be found directly below these Mukuru Terms (together known as the “Terms”).
   2. This is a contract, so take the time to read and understand these Terms and our Privacy Notice before you open or use your Account or Card.
   3. Here are some important things to know about the Account:
      1. Mukuru Financial Services (Pty) Ltd., Reg. No. 2008/025860/07 an authorized Financial Services Provider (FSP45517) is a registered Credit Provider (NCRCP9244) (“Mukuru”).
      2. Bank Zero Mutual Bank (MB0001), an authorised financial service provider (FSP No. 50870) is a mutual bank registered in terms of the Mutual Banks Act 124 of 1993 (“Bank Zero”).
      3. Mukuru and Bank Zero have partnered to provide registered customers of Mukuru in South Africa with an Account and Card.
      4. Mukuru makes the Account and Card available to you. Bank Zero is the sponsoring bank for the Account and Card. Where required by law, regulation, card scheme rules or banking requirements, Mukuru and Bank Zero may each exercise rights relating to the operation, restriction, suspension or closure of the Account and/or Card
   4. To stop your Account or Card:
      1. use the Mukuru App by following the options to stop your Card; or
      2. use USSD by dialling *130*567# or WhatsApp +27 860 018 555 and follow the options to stop your Card; or
      3. call our Contact Centre on 0860 018 555 between 08h00 and 19h00 (Mon to Sat) or 08h00 and 12h00 (Sun) to stop your Account or Card.
   5. Our Privacy Notice tells you how we use your personal information. When you share personal information with us, you agree that we can use and share it so we can communicate with you and keep important records). You also agree that we can share your personal information with Bank Zero, Mukuru Partners, service providers and regulatory authorities if it is needed for you to use your Account, Card or for us to comply with the law. In addition, you expressly agree that:
      1. Mukuru may share some of your personal information with a registered Mukuru (or Mukuru Affiliate) customer, where such customer wants to create a payment order for you using the Mukuru platform.
      2. Mukuru and its Affiliates may use some of your historical data to assess if you are eligible for products offered by Mukuru.
   6. For 24/7 self-help Account and Card management services, you can download the official Mukuru mobile app, alternatively use USSD by dialling *130*567# or via WhatsApp +27 860 018 555. You can also reach us by calling our Contact Centre at 0860 018 555 between 08h00 and 19h00 (Mon to Sat) or 08h00 and 12h00 (Sun).
   7. We may change these Terms from time to time. If we do, we publish the updated Terms on our website. If we make important changes, we will also let you know through one of our official communication channels. It is your responsibility to check the latest version of these Terms from time to time. If you continue to use your Account or Card after the changes take effect, you will be treated as having accepted the updated Terms.
   8. In these Terms, when we say “Mukuru”, “we”, “us” or “our”, we mean Mukuru and its Affiliates, and its directors and staff. When we say “you” and “your”, we mean you, the customer reading these Terms and who holds the Account and/or Card.
2. Key words
   In these Terms, some words have special meanings. Here is what they mean:
   

   Affiliate	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.
   Account	a transactional banking account, known as a current account, made available to you by Mukuru and sponsored by Bank Zero.
   ATM	an automated teller machine.
   Available Balance	the amount of money available for you to use in your Account after taking into account all processed and pending transactions, fees, reversals and adjustments.
   Business Day	any day other than a Saturday, Sunday or public holiday in South Africa.
   Card	a debit card linked to your Account for use in South Africa wherever Mastercard products are accepted.
   Card Information	a person’s Card number, expiry date, PIN and CVV (the three digit security code that is printed on the back of a Card).
   Card Supplemental Terms and Conditions	the additional terms applicable to a Card.
   Dormant	when you have not initiated a Transaction for two (2) years.
   EFT	electronic funds transfer, which is an electronic payment made from one account to another using the South African banking system.
   Fees	the fees charged to you by Mukuru for maintaining or administering your Account and/or Card, as set out in clause 6 below.
   FICA	the Financial Intelligence Centre Act, 38 of 2001.
   KYC	“Know Your Customer”, the process of a business identifying and verifying the identity of an individual or legal entity using KYC Information as required by FICA, other applicable laws and our own KYC policies.
   KYC Information	the personal information and documents that a person shares with us so that we can verify their identity and comply with FICA, other applicable laws and our own KYC policies.
   Mukuru Partner	an authorised business partner of Mukuru who helps Mukuru provide services to its customers.
   PIN	Personal Identification Number, a secret number that a person can use to prove their identity. When using your Account:  a 4-digit PIN is used to access self-service options and make purchases using a phone; and When using your Card:  a 4-digit PIN is used for transactions in person at an ATM or a POS.
   POS	the physical or online location (point of sale) where you use your Card to pay for goods or services.
   Rand or “R”	South African Rand.
   Remittance	the value that a sender sends to a recipient in a form allowed by the South African Reserve Bank.
   Transaction	any payment, transfer, withdrawal, deposit, purchase, or other movement of value on the Account or Card initiated by you.
   Transaction Fee	the fees you pay to Mukuru when you use your Account or Card to make or receive a Transaction, including withdrawals, transfers or payments.
   Third-Party Voucher	a third-party provider’s digital or electronic voucher, code, or similar digital value token that can be purchased through the Mukuru App, Whatsapp or USSD using your Account. A Third-Party Voucher may be used to buy goods or services from the third-party provider that issued the Third-Party Voucher.

3. Signing up for and using your Account
   1. To open and maintain an Account you must:
      1. be at least 18 years old; 
      2. satisfy Mukuru’s KYC requirements; and
      3. adhere to the Terms.
   2. When you sign up, you promise that 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 provide your updated information to us immediately.
   3. We may request additional information from you at any time to comply with legal or operational requirements and/or where you sign up for a Card. This information may include proof of the source of the money that you want to load onto your Account or your proof of address.
   4. We rely on your personal information held on our systems until you notify us of a change.
   5. We may decline an application to open an Account when permitted by law and we are not required to provide detailed reasons if doing so would breach legal or security requirements.
4. Deposits
   1. You can fund your Account through methods approved by Mukuru from time to time, including EFT payments, cash deposits via Mukuru Partners and Remittances.
   2. We are not responsible if the person paying you by EFT uses the wrong Bank Zero – Mukuru EFT details or does not follow the cut-off times for the bank they use to make the payment. This may delay the payment or result in it being sent to the wrong account.
   3. We will make money available in your Account once we have received, verified and processed it.
   4. Money loaded into your Account in error. Money loaded into your Account by Mukuru or Bank Zero in error does not belong to you and you cannot keep this money. You must not withdraw or spend money that you know or reasonably ought to know was credited to your Account in error. You understand that Mukuru or Bank Zero can remove that amount without your permission. If someone else tells us they have accidentally made a payment into your Account, Mukuru will let you know and ask your permission to return the money.
5. Payments and transfers
   1. You may use your Account to perform Transactions, for example send and receive EFT payments, Card payments or purchases and ATM withdrawals.
   2. All Transactions are subject to certain limits, verification and regulatory requirements.
   3. You need sufficient available money in your Account before initiating a Transaction otherwise it will be declined.
   4. We may act on any instruction that appears to have been authorised by you. When your PIN, or a one-time password (OTP) or other authentication method is used, Mukuru may treat successful authentication as evidence that the Transaction or instruction was authorised by you.
   5. Make sure you provide the correct Transaction information to us. Once a Transaction has been authorised by you, you will not be able to stop it and Mukuru will not be able to reverse the Transaction, except as provided for by law or Mastercard rules. 
   6. Mukuru does not guarantee that every instruction will be processed immediately and some processing may be delayed by factors (including systems and/or third parties) beyond Mukuru’s reasonable control.
   7. If you are unsure whether an instruction has been received or a Transaction has been processed, first check your statement. If you are still unsure, please contact our Contact Centre on +27 860 018 555 before submitting the instruction again. If you submit the same instruction more than once, the Transaction may be processed more than once, and Mukuru will not be responsible for any duplicate Transactions.
   8. We may delay or reject or reverse a Transaction if the law requires us to do so, if fraud is suspected, a security concern exists, the Transaction appears unusual or high risk, limits are exceeded, there is insufficient money, you are in breach of the Terms or processing cannot be completed.
   9. If you enter your Card PIN incorrectly three times in a row at a POS or ATM, your Card will be blocked and you won’t be able to use it. If you enter your Account PIN incorrectly three times in a row on self-help (WhatsApp, USSD, App) your access to self-help will be blocked. You must contact our Contact Centre by dialling 0860 018 555 (between 08h00 and 19h00) (Mon to Sat) or 08h00 and 12h00 (Sun), to unblock your Account or Card. Alternatively, for blocked Cards, you can also follow the prompts on WhatsApp/USSD/App to unblock.
   10. Account Rules
       1. Transactions are subject to certain limits. These limits may change from time to time. For applicable limits, please see www.mukuru.com. 
       2. You may only hold one Account at any time.
       3. You must only use your Account for lawful purposes.
       4. No interest. This is a transactional product. You will not be paid interest.
       5. The Account does not have an overdraft facility. If a negative balance arises due to a reversal, chargeback, correction, Fee, fraud recovery, dispute resolution process or processing error, you must repay the outstanding amount promptly upon request.
6. Fees
   1. Fees and/or Transaction Fees are available on our website at www.mukuru.com or made available to you on other channels we notify you of.
   2. Certain Fees are payable per month and other Fees are payable every time you transact:
      1. Monthly Fees – monthly Fees are deducted from your Available Balance. If your Available Balance is zero, Fees due to us will be deducted automatically from your Available Balance when money is deposited into your Account.
      2. Transaction fees – the applicable Transaction fee will be deducted automatically from your Account Balance at the time the relevant Transaction is processed.
   3. Monthly fees are due to us even if your Account or Card is suspended, blocked or expired and we will debit your Account accordingly.
   4. Mukuru may change its Fees from time to time.
7. Financial crime prevention and Account/Card restrictions
   1. Mukuru may monitor your Account, Card and Transactions for fraud prevention, financial crime prevention, security, compliance and risk management purposes.
   2. Mukuru may restrict, suspend, freeze, block or close your Account or Card if required or permitted by applicable law, a regulator, Bank Zero, Mastercard or the applicable payment system rules, or where we reasonably believe it is necessary to prevent fraud, financial crime or sanctions breaches, verify your identity, protect Mukuru, Bank Zero or any other person, investigate suspected unlawful activity, or because you have breached these Terms. Unless prohibited by law, Mukuru may take action under clause 7.2 without prior notice. Mukuru will provide information regarding such action where legally permitted to do so.
8. Protecting your Account and Card
   1. It is your responsibility to keep your Account, Card, Card Information, passwords and PIN safe.  
   2. Never share your PIN or Account information or Card information with anyone, including for example your family, Mukuru staff or agents or with anybody who tries to assist you with your Transaction or Mukuru App.
   3. Never hand over your phone to anybody who offers to help, including anyone from Mukuru.
   4. You must make sure that no-one else uses your Account or Card. If someone has access to your Account or Card or PIN, they can carry out Transactions up to the maximum limits that apply and even withdraw your full Account Balance.
   5. You are responsible for any activity on your Account or Card, even if someone else uses it, unless these Terms or applicable law state otherwise.
   6. You must stop your Account or Card immediately if:
      1. your Card or phone is lost or stolen;
      2. you suspect someone might know your PIN or have access to your Mukuru App;
      3. you suspect someone might have access to your Account or Card;
      4. you become aware of suspicious transactions on your Account or Card;
      5. you are a victim of an unauthorised SIM swap;
      6. an ATM keeps your Card;
      7. you think your phone has been accessed without your permission; or
      8. you have any other reason to suspect that your Account or Card may be compromised.
   7. To stop your Account or Card, you can
      1. via the Mukuru App by following the options to stop your Card; or
      2. use USSD by dialling *130*567# or WhatsApp by dialling +27 860 018 555 and following the options to stop your Account or Card; or
      3. call our Contact Centre on 0860 018 555 between 08h00 and 19h00 (Mon to Sat) or 08h00 and 12h00 (Sun).
   8. If you don’t stop your Account or Card and it is used by someone else, you will be responsible for any losses that happen before it is stopped. You are liable for Transactions made before but processed after you notified us.
9. Stopping your Account
   If you intend to stop using your Account, ensure that your Account balance is reduced to zero by withdrawing or using all available funds. If you reactivate your Account and deposit money into it, Mukuru may recover any outstanding Fees that became payable before or during the period your Account was inactive, up to a maximum of 2 months’ fees, by deducting those fees from the available balance.
10. Dormant Account
    1. If your Account becomes Dormant, Mukuru will notify you using your last known contact details.
    2. You won’t be able to make Transactions from your Dormant Account. To reactivate your Account, contact [email protected] or the Mukuru Contact Centre.
    3. Fees will be charged on Dormant Accounts.
    4. We may reactivate your Account once you satisfy our verification requirements.
       

       Your attention is specifically drawn to clause 11 which may limit our liability to you:

11. Liability and Responsibility
    1. To the fullest extent permitted by applicable law, Mukuru will not be liable for any loss, damage or expense (“Loss”) arising from or in connection with your Account or Card unless the Loss is caused by Mukuru’s fraud, wilful misconduct or gross negligence.
    2. Subject to applicable law, we are not liable for any Loss suffered by you and arising from:
       1. any failure, delay or interruption or action or omission of any payment system, telecommunications network, payment processor, utility service or other third-party or system beyond our reasonable control;
       2. any delay, refusal or failure to process a Transaction where we are required or entitled to refuse or delay the Transaction under these Terms or applicable law;
       3. the suspension, restriction or closure of your Account or Card where we are entitled or required to do so under these Terms or applicable law;
       4. your failure to comply with these Terms;
       5. incorrect information or instruction given to us when you initiate a Transaction and it fails or is made to the wrong person;
       6. lost, damaged, copied or stolen Cards or fraud/theft/misuse of the money held on your Account; or
       7. bank cut-off times which affect the time when a payment is received.
    3. You are responsible for Loss suffered by Mukuru resulting from:
       1. your breach of the Terms;
       2. your negligent, fraudulent or unlawful act or omission;
       3. your failure to keep your Account, Card, Card Information, PIN, password or other security credentials secure; or
       4. failing to report a lost, stolen or compromised Card or compromised Account immediately.
    4. To the maximum extent allowed in law, we are not responsible for any indirect, special, incidental, consequential or punitive damages arising from or related to your use of the Account and/or Card or any related services.
12. Use of Third-Party Vouchers
    1. When you buy a Third-Party Voucher, you’re buying it from the third-party provider. Please check the voucher provider’s own terms and conditions for details about the usage of the Third-Party Voucher, including any limits, expiry dates, or usage rules.
    2. We are the facilitator between you and the third-party provider of the Third-Party Voucher and do not issue, hold, or manage any stored value associated with the Third-Party Voucher. Third-Party Vouchers are issued and managed solely by that third-party provider.
    3. Third-Party Voucher purchases are final, non-refundable and cannot be exchanged for cash, credit, or another product once purchased. Please check all entered information before purchase.
    4. Each Third-Party Voucher can be used only once to its full value. It cannot be split across multiple transactions/purchases.
    5. We are responsible only for supporting issues that relate to the purchase transaction (for example, if the payment fails or the Third-Party Voucher is not delivered after successful payment). We are not responsible for any issues with the Third-Party Voucher itself or how it is accepted or used by the voucher provider. Any problems, disputes, or losses relating to the use or redemption of a Third-Party Voucher must be resolved directly with the voucher provider.
    6. We do not control or take responsibility for any products, services, or content that you purchase or access using a Third-Party Voucher. All goods and services bought using a Third-Party Voucher are supplied by the voucher provider or merchant that issued or accepts the Third-Party Voucher.
13. General
    1. Waiver or relaxation:  If Mukuru does not enforce any right under these Terms, or allows you extra time or makes an exception, this does not mean that Mukuru has given up its right to enforce these Terms or any of its rights in the future.
    2. Severance: If any part of these Terms is found to be invalid, unlawful or unenforceable, that part will be treated as separate from the rest of the Terms and the remaining Terms will continue to apply. 
    3. Applicable law: These Terms are governed by the laws of South Africa and must be interpreted in accordance with those laws. 
    4. Communication with you: We may send notices, statements and other communications to you electronically using the contact details you have provided. You are responsible for keeping your contact details up to date.
14. Legal notices
    1. Mukuru’s address is Unit 101, Building 20, Waverley Business Park, Wyecroft Road, Mowbray, 7925, Cape Town, South Africa. This is the address where any legal document or notice for Mukuru must be sent or delivered. 
    2. Any legal document or notice served for legal proceedings must be written on paper.