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Remittance Terms and Conditions

South Africa

Welcome to Mukuru!

When you sign up as a Mukuru Customer, you’re agreeing to follow the rules set out in these Remittance Terms and Conditions (“Terms”).

Once you sign up as a Mukuru Customer and use the Mukuru Money Transfer Service (“the Service”), you agree to be bound by and comply with these Terms and our Privacy Notice. You must continue to comply with these Terms if you want to use the Service and enjoy the rights of a Mukuru Customer.

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

  1. Mukuru Africa (Pty) Ltd, Reg. No. 2013/003424/07, (Mukuru Africa) is a Financial Institution in terms of the Financial Intelligence Centre Act 38 of 200, and an ADLA, and has permission from the SARB to operate the Service.
  2. You need to be at least 18 years old to use the Service.
  3. You can only have one Mukuru Profile.
  4. You need to keep your account information safe and not share it with anyone else.
  5. You can’t use the Service for anything illegal or harmful, for your business or for buying/selling things.
  6. We can’t guarantee or promise exactly how long it will take for a Remittance to be sent and received.
  7. 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 FIC, the SARB, Mukuru Partners, our service providers and any other regulatory authority if it is needed for you to use the Service or for us to comply with the law.
  8. We may freeze, suspend, modify, restrict or terminate your Mukuru Profile or the Service, at any time, without prior notice, if any of the following applies: (i) we cannot confirm the accuracy of the information you have provided; (ii) you breach these Terms or any applicable law; (iii) we discover or suspect you have a criminal record or are involved in fraudulent or unlawful activity; (iv) we reasonably believe you are using the Service in a manner that is harmful to us, others, or our reputation (including where negative media coverage exists about you); (v) following reasonable attempts to contact you via email and/or SMS, you become a Dormant Customer; (vi) we suspect or detect any use of the Service for illegal, unlawful, or fraudulent purposes; (vii) we become aware of any breach of our regulatory obligations; (viii) we are compelled by law to do so; or (ix) we believe a Recipient has been or is involved in any crime (including fraud).
  9. 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.
  10. If you have any questions or problems, you can contact us via WhatsApp by dialling 0860 018 555 or by calling our Contact Centre at 0860 018 555 (between 08h00 and 19h00), and we will be happy to help.
  11. We may update or modify these Terms at any time in our sole discretion. If we do so, we will post the revised Terms on our website and/or notify you through other reasonable means. It is your responsibility to review the Terms periodically. Your continued use of our Services after any changes are made constitutes your acceptance of the updated Terms.
  1. Key words used
    In these Terms, some words have special meanings. Here’s what they mean:
    ADLAan Authorised Dealer in Foreign Exchange with Limited Authority which is authorised by the SARB to deal in certain foreign exchange transactions including remittances.
    ADLA Manualthe Currency and Exchanges Manual for Authorised Dealers in foreign exchange with limited authority which contains the terms applicable to transactions in foreign exchange that may be undertaken by ADLAs and/or on behalf of their customers in terms of Exchange Control Regulation 2(2).
    Affiliatea company that is connected to Mukuru Africa – because they are owned by the same company, or because they are part of a group of related companies.
    Cash Remittancea Remittance which a Recipient (i) collects or receives in cash from a branch of Mukuru Africa or from a Mukuru Partner/their agent; or (ii) withdraws in cash from an ATM of a Mukuru Partner.
    Customer Recordsthe copies of documents which are given to an ADLA by their customers. For the avoidance of doubt, Mukuru Africa will retain your records and transaction data for as long as required by applicable law and to meet our legitimate business needs.
    Delivery when a Mukuru Customer chooses to have a Cash Remittance delivered directly to a Recipient in Zimbabwe through a Mukuru Partner. 
    Delivery Feea non-refundable additional charge that a Mukuru Customer pays for Delivery of a Cash Remittance to a Recipient. 
    Digital Remittancea Remittance which is paid to a Recipient by (i) money being deposited into their bank account; or (ii) digital money being credited to their digital wallet.
    Dormant Customerwhere all products linked to a Mukuru Customer are dormant and there has been no customer-initiated activity with Mukuru Africa (debit or credit) for a period of 2 years. 
    Dormant Remittance where a Remittance has been initiated by the Mukuru Customer, however the Recipient has not collected the funds, nor has the Mukuru Customer requested a refund for 3 years from the date on which the Remittance was initiated. 
    FICthe Financial Intelligence Centre, a government agency which helps to prevent crimes such as money laundering and the financing of terrorism in South Africa.
    KYC“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.
    KYC Informationthe personal information and documents that a person shares with us so we can verify their identity and comply with our KYC policies and the law. 
    Mukuru Africa, we, us or ourMukuru Africa and its Affiliates, as well as their directors and staff.
    Mukuru Customera person who (i) has registered as a customer of Mukuru Africa; (ii) has an active Mukuru Profile; and (iii) has sent a Remittance through Mukuru Africa.
    Mukuru Feethe fee paid by a Mukuru Customer for using Mukuru to send a Remittance.
    Mukuru Partnera business partner of Mukuru Africa, or its Affiliate, which helps Mukuru Africa provide its service to Mukuru Customers.
    Mukuru Profilea profile set up on our software system for each Mukuru Customer.
    PINPersonal Identification Number, a secret number that a person can use to prove their identity.
    Product Remittancea Remittance which a Recipient collects from a Mukuru Partner’s retail outlet, as a product or service (including groceries, stationery, or airtime).
    Rand or “R”South African Rand, the official currency of South Africa.
    Recipientthe person who is paid a Remittance when a Mukuru Customer sends it via the Service.
    Remittancethe value which a Mukuru Customer sends to a Recipient in a form allowed by the SARB and does not include the Mukuru Fee.
    Remittance Transactionthe transfer of a Remittance from a Mukuru Customer to a Recipient.
    SARB the South African Reserve Bank, the central bank of South Africa. 
    Service the Mukuru Money Transfer Service, which utilizes proprietary technology licensed to Mukuru Africa, enabling Mukuru Customers to send and receive Remittances.
    You or youryou, the person reading these Terms.
    wiCodea unique code that can be used as a form of payment in a shop or store.
  2. Signing up as a Mukuru Customer
    1. You need to sign up as a Mukuru Customer to use the Service.
    2. KYC Information
      1. When you sign up, you promise that all of the KYC Information you give us is true and correct and you give us permission to verify it. If your KYC Information changes after you have signed up, you must give us your updated information as soon as possible.
    3. Mukuru Lite, 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 Lite Mukuru Core Mukuru Max (Citizens/ Permanent Residents) Mukuru Max (Foreign Residents)
        Personal Details: full names; gender; date of birth; country of birth
        ✓
        ✓
        ✓
        ✓
        Contact Details: mobile phone number; email
        ✓
        ✓
        ✓
        ✓
        Physical Address
        ✔
        ✔
        ✔
        ✔
        Occupation
        ✕
        ✔
        ✔
        ✔
        Identity Document: identity number; document type; issue date; country of issue; expiry date (where applicable)
        ✔
        (identity number only)
        ✔
        ✔
        ✔
        Source of Funds
        ✔
        ✔
        ✔
        ✔
        Source of Income 
        ✕
        ✕
        ✕
        ✔
      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. However, in some cases, we may require you to provide updated KYC Information to continue using the Services or in order for us to issue a valid refund.
      4. By registering as a Mukuru Customer, you will be asked if you want to receive marketing communications from us about our products, services, or offers. We will not share your KYC Information with any third parties for their own marketing purposes.
  3. 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. Registration as a Mukuru Customer is free. However, when you send a Remittance, we will charge the Mukuru Fee. We may change the Mukuru Fee at any time, without prior notice, but will do our best to inform you as soon as reasonably possible.
    3. When you want to send a Remittance, you must create an order and choose how much you want to send 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.
      3. You may choose to add Delivery if you are sending a Cash Remittance to a Recipient in Zimbabwe, this will be subject to an additional Delivery Fee.
    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 create an order and send us your electronic instruction before 2:30 pm SAST, we will make sure your Recipient gets their Remittance on the same day. This does not apply if you choose Delivery.
    7. If you use your mobile phone to send a Remittance through the Service, 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 or the Mukuru Fee.
    9. You hereby authorise for Mukuru Africa to complete and sign the integrated form on your behalf. You declare that:  You have read this document and know and understand the contents thereof; the information furnished above is in all respects both true and correct; the currency or transfer of value applied for will only be used for the specific purpose stated herein; the documentation presented in support of this application is in all respects authentic; you have been informed of the limit applicable to the above transaction and confirm that this limit will not be exceeded as a result of the conclusion of this transaction; and you consent to this information being provided to the South African Revenue Service and/or the Financial Intelligence Centre.
  4. Recipient’s Details
    1. Your Recipient must be at least 18 years old.
    2. Use the Service only to send Remittances to individuals you know and trust.
    3. It is 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 you must cancel the Remittance and request a refund  
    5. If your Recipient contacts us directly about any issues or concerns, we will refer them back to you for resolution, as you are responsible for initiating the Remittance under these Terms.
  5. 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 digital wallet or bank account.
      2. a Cash Remittance and the Delivery is selected, the Mukuru Partner will also contact the Recipient directly.
      3. 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.
  6. Send Limits
    1. When you send money to someone outside South Africa, 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.
      PeriodMukuru LiteMukuru CoreMukuru Max (Citizens)Mukuru Max (Foreign Residents)
      Per Month R2 000.00 – you will not be able to send money to a country which Mukuru Africa has identified as a “high risk” countryR25 000.00 – if you want to send more than R25 000.00 per month, you will need to register as a Mukuru Max customer
      Per YearR2 000 000.00 (or amount equal to Single Discretionary Allowance) The equivalent of 12 times your monthly salary
    2. The Single Discretionary Allowance is the maximum amount which a South African citizen (who is 18 years or older) can send out of South Africa per year without having to ask the South African Revenue Service for permission. This maximum amount is currently R1 000 000.00.
    3. By using Mukuru Africa or any other financial institution to send money out of South Africa, you confirm that you know that: (i) there are limits on how much money you can send; (ii) you must follow these limits and are prohibited from trying 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.
  7. Exchange of Remittances for wiCodes
    1. If a Recipient in South Africa is sent a Remittance which is equal to or below the amount of R2 999.00 (two thousand, nine hundred and ninety-nine Rand), the Recipient can choose to exchange the Remittance for a wiCode.
    2. The Recipient needs to dial *130*567# and follow the instructions or dial 0860 018 555 via WhatsApp.
    3. As soon as the Recipient receives the wiCode, they will be able to use it at one of the Mukuru Partners shown on our Website.
    4. The wiCode will only be valid for 7 (seven) days after being created. If it expires, the Recipient will need to apply for a new wiCode by following the same steps set out in 7.2 above.
  8. Cancellations and Refunds
    1. You can only cancel a Cash Remittance Transaction if your Recipient hasn’t collected the Remittance and within a period of 3-years from the date the Remittance was sent.
    2. Once the Recipient has collected the Remittance, the transaction is final and cannot be cancelled or reversed. Accordingly, we cannot refund the amount sent or any Mukuru Fee charged.
    3. If your Recipient has not collected the Remittance and you are able to cancel the Remittance Transaction, Mukuru Africa will give you back all the money you sent, less the Mukuru Fee we charged you which we will retain, in South African Rand.
    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.
    5. The Delivery Fee is a non-refundable fee.
    6. If a Remittance has not been claimed, meaning the funds have not been received or collected by the Recipient in any form (including cash pick-up, transfer to a bank account, digital wallet, or otherwise), and the Mukuru Customer has not requested a refund within three (3) years from the date the Remittance was sent, it will be classified as a Dormant Remittance.
    7. Before classifying a Remittance as a Dormant Remittance, Mukuru Africa will make reasonable efforts to notify both the Mukuru Customer and the Recipient to either claim the Remittance or request a refund.
    8. Once the Remittance is deemed a Dormant Remittance, Mukuru Africa may use or dispose of the funds at its sole discretion. The Mukuru Customer will have no further claim against Mukuru Africa for any Dormant Remittance or associated Mukuru Fee. 
  9. Customer Records
    1. We have to send a report to the SARB which lists all Remittances processed through the Service. This report must include information about who sent the money, who received it, and all the details about the transaction. You agree that we can use your KYC Information in our reports to the SARB and when requested by the FIC.
    2. You also give us permission to keep your Customer Records as set out in the ADLA Manual.
    3. If you want more information, please visit www.resbank.co.za.
  10. Protecting 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.
  11. Using Electronic Messages
    1. You acknowledge that electronic communications (including email, social media, WhatsApp, text messages, or instant messaging) are not entirely secure and may be subject to errors or unauthorized access.
    2. You agree that we may accept and act upon any messages or instructions that appear to originate from you via electronic means. We will not be liable for any losses arising from unauthorized or fraudulent messages unless directly caused by our own gross negligence.
    3. From time to time, we may send you important information electronically. However, we will never ask you to provide personal details (such as passwords or banking information) through these channels. If you receive a request for such information purporting to be from us, please notify us immediately.
  12. 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 the Service 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 reimburse us in full.
      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, 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. 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 when it is available.
      9. Your Recipient doesn’t receive a wiCode right away when they have requested an exchange of a Remittance for a wiCode.
      10. Your Recipient doesn’t use the wiCode sent to them within 7 (seven) days after it has been created and the wiCode expires.
      11. We send a report to the SARB 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.
      12. You send us instructions through electronic means, and we follow your electronic instructions.
      13. A phone or internet service provider is not working properly and causes a delay.
      14. We close your Mukuru Profile or pause or stop your use of the Service due to our legitimate concerns about how you or your Recipient are using the Service or the funds received through the Service.
      15. You or your Recipient did not request a refund or claim a Remittance within the 3-year period mentioned in clause 8 above.
      16. You break any rules in these Terms.
      17. When you choose Delivery, you agree that the Recipient will deal directly with the Mukuru Partner. Mukuru Africa is not responsible or liable to you or the Recipient in any way if you or your Recipient are unhappy with the Mukuru Partner’s service.
      18. We cannot be held responsible for any additional losses or damages that occur because of something that wasn’t directly our fault.
      19. 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 the Service for a Remittance Transaction or R1 000.00 (one thousand Rand), whichever is the bigger amount.
      20. You promise to protect us and pay us back if we lose money because you did not use the Service 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.
  13. General
    1. These Terms are controlled by and interpreted according to the laws of South Africa.
    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. Mukuru Africa owns or is licensed to use all intellectual property related to the Service, 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.
  14. Address for Notices and Legal Proceedings
    1. Mukuru Africa’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 Africa must be sent or delivered.
    2. Any legal document or notice served for legal proceedings must be written on paper.
  15. Date of Publication
    1. This version of the Terms was published on 20 February 2026 by Mukuru Africa.