Mukuru Money Transfer Service FAQs

Your Remittance will be considered abandoned, if the Recipient has not collected the Remittance or you have not cancelled the order within a period of 12-months from the date the Remittance was sent. Mukuru encourages you and the Recipient to monitor and track your Remittance Transactions and to always collect them as soon as possible.  

Once handed over to the Bank of Zambia, the Mukuru Customer has a period of 6-years to file a request to Mukuru to claim the Remittance back from the Bank of Zambia. Once the Remittance is handed over to the Bank of Zambia, the Mukuru Fee will not be refunded. 

Please do not contact the Bank of Zambia directly, Mukuru will assist you. If you think your Remittance Transaction has already been handed over or is about to be handed over to the Bank of Zambia, please contact Mukuru at [email protected]. Mukuru will send a letter on your behalf, in the correct form, to the Bank of Zambia. The Bank of Zambia will review the claim and may contact you directly. If the Bank of Zambia is satisfied with your claim, then it will transfer the Remittance to Mukuru, so that we can pay the Remittance back to you.

No, because Mukuru is following the law when it releases an abandoned Remittance to the Bank of Zambia, you will not be able to claim anything from Mukuru relating to the abandoned Remittance.

If you did not file a request to claim the Remittance from the Bank of Zambia within the 6-year period, the Bank of Zambia may, in their discretion, to avoid hardship or injustice, make a payment to you. Please monitor and track your Remittance Transactions and always encourage your Recipient to collect their Remittance as soon as possible. After the 6-year period you will have no claim against either Mukuru or the Bank of Zambia for your abandoned Remittance.