Mukuru Wallet Terms and Conditions

1. Only Customers can apply for a Wallet.
2. To provide you with a Wallet, we need to collect information about you which will be kept confidential. Each tier of the Wallet Service requires certain KYC Information from you, which we will communicate to you. If you want to use additional Wallet Services, we may request additional KYC Information. 
3. You confirm and agree that:
   1. the information you provide to us is true, accurate, current, and complete;
   2. you will keep this information accurate by providing one of our branch tellers (or using other agreed method as advised by Mukuru) with updated information and/or documents promptly;
   3. you give us permission to verify your KYC information; and
   4. we may refuse a request to open a Wallet if we reasonably believe that the KYC Information submitted by you is unsatisfactory to fulfil our KYC obligations. If we reasonably believe that any information you have given is false and/or tampered with, we will immediately close your Wallet and we may notify the relevant authority if we believe it is necessary.
4. Once your Wallet has been created, you will be asked to set up a secret PIN to activate and access your Wallet. You are responsible for keeping your Wallet PIN safe and secret. 

1. As a Customer, you specifically allow Mukuru to:
   1. open, operate, manage and close the Wallet in your name and on your behalf subject to these Terms;
   2. transact on your Wallet on your behalf, subject to the receipt of your instructions to us via USSD, Whatsapp, and other official Mukuru channels; 
   3. contact you related to the use of Wallet Services and Wallet Transactions via your mobile phone; and
   4. authorise payment of Fees to Mukuru pertaining to the opening, operation and management of your Wallet.
2. You confirm and acknowledge that:
   1. Once your PIN has been entered into the Mukuru System, the instructions given to process your Wallet Transactions are considered to be instructions and/or payments authorised by you.
   2. Subject to clause 4.2.3, we must act on and accept all instructions to process Wallet Transactions you give to us. This includes our Mukuru Partners instructed by us on your behalf. 
   3. Mukuru processes your Wallet Transaction instructions if: 
      1. there is enough Funds in your Wallet to pay for the Wallet Transaction and the Fee; and
      2. the Wallet Transaction complies with these Terms, applicable laws, and regulations; and
      3. the Wallet Transaction does not exceed the transaction or balance limit we may set from time to time. 
3. You confirm that you will provide Mukuru with correct and complete information and instructions when you transact on your Wallet. If an instruction to make a payment to a third party from your Wallet is received by us, you indemnify and hold us and Mukuru Partners harmless from and against all loss, damage, costs and expenses which you or any other person, including any minor children, may sustain or incur, either directly or indirectly as a result of us or Mukuru Partners paying any amounts to that third party.
4. To use the Wallet Service you must:
   1. comply with all lawful instructions you receive from us with respect to your Wallet; and
   2. have a mobile phone and software that allows for your access to your Wallet.
5. Mukuru acts as your agent. Unless there is a right of recovery against Mukuru, we assume the risks connected with the administration of the funds held in your Mukuru Account under these Terms.
6. Your Wallet and any Wallet Transaction is subject to legislation, anti-fraud, anti-money-laundering, anti-terrorism regulations, compliance and regulatory rules applicable in Zambia and other countries, as may be applicable.
7. The Wallet may not be used for the sale, resale or delivery of goods, provision of service or activities which are unlawful or generally deemed to be high-risk or dangerous.
8. Mukuru does not verify that the person or company who you are sending money to is acting lawfully. This is your responsibility.
9. We may provide details of suspected improper and/or illegal use of your Wallet to the relevant authorities without notice to you.
10. If we are notified of a Customer’s death, then any Funds held in that Customer’s Wallet at the time of death will be frozen until the administration of the deceased’s estate under applicable law.
11. New Wallet Services may be introduced, or existing ones discontinued, by us at any time with notice to you.

1. It is important that you read and follow the Wallet security tips found on our website. These security tips help you keep your Wallet and Funds safe.
2. Your recent Wallet Transactions will be visible on your Mukuru Account. If you need an electronic statement containing your Wallet Transactions for the last 90 (ninety) days, you can request one through your Mukuru Account. For additional time periods, you can contact the Mukuru Contact Centre.
3. We reserve the right to set transaction and balance limits from time to time, as displayed on our website.
4. Transactions cannot be reversed or stopped once you have submitted the transaction instruction to us.
5. Wallet Transactions incorrectly processed by us, or that have experienced a processing problem and cannot be completed, will be refunded to you. 
6. Mukuru is not responsible:
   1. for the verification of the identity or bank account or wallet details of the person or entity you are paying;
   2. to compare the account number or mobile phone number against the details of the person or entity you are paying;
   3. to verify that the person accessing your Wallet using your PIN is you, or has been authorised by you;
   4. to you, or the person or entity you are paying, for any loss or damage you and/or they may suffer because incorrect or incomplete information is provided to us by you; and
   5. if you do not complete an instruction or if you do not follow Mukuru’s lawful instructions when transacting.
7. If you are unsure that a Wallet Transaction has been sent, received or processed, you can check the status by accessing your statement via your Mukuru Account.  Do not submit the instruction again as this may result in duplication of transactions, for which you will be responsible for.
8. Mukuru will be responsible for the reconciliation of the Funds held in your Wallet; your Funds balance should be available on your Wallet at any time. Please note that certain information, like your Wallet balance, may be delayed pending processing of a Wallet Transaction.
9. We use our best endeavours to credit Funds transferred to your Wallet immediately, however, in certain instances there may be a delay due to payment providers outside of our control. 
10. We will reject Funds transferred to your Wallet where:
    1. your Wallet has been closed; 
    2. the transaction will result in your Wallet balance being exceeded;
11. You agree that any Funds credited to your Wallet as a result of a system error do not belong to you. You may not use the Funds and you expressly authorise us to deduct such Funds from your Wallet immediately and without notice to you.
12. After an instruction to pause your Wallet has been received by us from you, we will reject all outgoing Wallet Transactions processed from that point onwards.

1. You confirm and acknowledge that:
   1. we charge Fees for use of the Wallet Service, which includes applicable taxes and costs;
   2. the Fees for the Wallet Service are automatically deducted from the Funds balance displayed in your Wallet; and
   3. if the balance on your Wallet is not enough to cover any applicable Fees, the uncollected portion of the Fees is deducted from your Wallet when Funds are cashed into your Wallet or may be recouped from you by Mukuru. We may suspend your access to your Wallet until you have settled all Fees you owe us.
2. Fees with regards to a Wallet Transaction will be deducted immediately after confirmation of the completion of the Wallet Transaction. (Mukuru will display the applicable transaction Fees to you prior to you confirming the transaction).
3. All Fees are found on the Fee Schedule and are subject to change. Please check our website to keep track of any changes. 
4. Any discount to the Fee will be shown in the Fee Schedule and will only be applicable for the period specified.
5. You will receive interest on the Funds balance on your Wallet as directed by the Bank of Zambia from time to time.

1. We are not liable to you or anyone else for any loss of damage suffered where we received and processed a Wallet Transaction instruction from someone using your SIM Card, PIN, username and/or password unless and until you have contacted us to request a pause on your Wallet or Mukuru Account.
2. We are not responsible if something happens to your Wallet that causes you to lose money or suffer in some way unless it can be proven that it was due to our gross negligence or wilful intent (where we are guilty of intentional wrongdoing or extreme carelessness). This includes the following:
   1. any kind of loss or damage you may suffer because of your use of, or inability to use, the Wallet;
   2. any loss or damage which you or another party may suffer due to unauthorised interception and/or monitoring of your Wallet, PIN or your phone;
   3. any loss or damage suffered if you did not take reasonable steps to safeguard the use of your Wallet PIN, username and/or password and/or follow the steps recommended by Mukuru;
   4. any loss, damage or theft resulting from the use of Automated Teller Machines (ATMS) or Point of Sale Devices (POS);
   5. late or delayed Wallet Transactions; or
   6. any errors or delays in communication systems outside of Mukuru’s control.
3. You are liable for:
   1. damage suffered if you enter an incorrect payment instruction and we process the payment based on your erroneous instruction;
   2. payments made due to unauthorised access to your Wallet, unless you can prove that your Wallet was accessed due to our wilful intention or gross negligence; and
   3. damage caused if you misuse your Wallet or do not comply with these Terms.
4. Save for instances of Mukuru’s gross negligence or wilful act, you hereby indemnify Mukuru against any damages, loss or liability that Mukuru might suffer as a result of any unauthorised access and/or use of your Wallet.
5. We are further not responsible to you for any and all types of loss arising from any act or omission by Mukuru for which we are responsible, which is created if we close, pause, or restrict access to your Mukuru Account in line with these Terms.
6. In no event will we be liable to you for any indirect, special, incidental or consequential damages.

1. If your phone is lost or stolen/you are a victim of an unauthorised SIM swap/there are suspicious transactions on your Wallet/if you think your phone has been accessed without your permission/you suspect someone knows your PIN, username or password, you must pause your Wallet immediately by:
   1. WhatsApp by using +260211445676 and following the options to pause your Wallet; or
   2. via USSD by dialling *855# and following the options to pause your Wallet; or
   3. by calling our Contact Centre on +260211445676 between 08h00 and 19h00. 

1. We have reasonable measures in place to ensure the optimal and continuous functioning and quality of the Wallet Service. 
2. We may suspend or limit the availability of the Wallet Service to perform adjustments, maintenance or repairs of the Mukuru System, or in instances where we are required to prevent loss or damage to Mukuru. The suspension or limitation will not be regarded as a breach of Mukuru’s obligations under these Terms.
3. The quality and availability of the Wallet Service may also be affected by factors outside our direct control. These include faults in mobile and telecommunication networks.

1. Mukuru is not responsible for any loss or damages you may suffer, whether indirectly or directly, because of a third party, its products or services or your use of the products or services of the third party.
2. Mukuru is not responsible for the third-party software you use that may impact the Mukuru System and Wallet Service.
3. If your internet provider, mobile phone provider or electricity supplier is unavailable while using the Wallet Service, we are not liable for any damages or loss incurred as this is out of our control.

1. You expressly agree that Mukuru may share some of your personal data with a registered Mukuru (or Mukuru Affiliate) customer, where such customer wants to create a payment order for you using the Mukuru System.
2. Our Privacy Notice explains how we treat personal information and is aligned with data protection laws regarding the collection, sharing, use and protection of personal information.
3. We keep your personal information to enable your continued use of the Wallet Services, for as long as it is required to fulfil the relevant purposes described in our Privacy Notice, as may be required by law, or as otherwise communicated to you. How long we retain specific personal information varies depending on the purpose for its use, and we will delete your personal information in accordance with applicable law.
4. We agree to only use and retain the personal information you give us in accordance with our Privacy Notice.
5. Our Privacy Notice forms part of our agreement with you under these Terms.  

1. Closing your Wallet
   1. You can close your Wallet by sending an email to [email protected], by phoning the Mukuru Contact Centre or visiting one of our branch tellers.
   2. you remain responsible to us for Fees incurred for the use of your Wallet up to and including your last Wallet Transaction/s before the Wallet can be closed.
2. Dormant Wallets
   If your Wallet becomes Dormant:
   1. we will transfer the Funds to the Bank of Zambia as required by law and you can approach the Bank of Zambia to claim the relinquished Funds for up to six years from the date of receipt of the Funds by the Bank;
   2. you will no longer be able to use the Wallet Service until you reactivate your Wallet. To reactivate your Wallet, you will need to contact us and complete the necessary forms as well as provide the required evidence that you have a legitimate claim to the Dormant Wallet.
   3. Fees will continue to be deducted from your Wallet balance until you close your Wallet;
   4. we will use our best endeavours to reach you via the contact details you provided to us, to let you know that your Wallet is Dormant and how to reactivate your Wallet. You can also contact us to reactivate your Wallet;
3. Wallet Cancellation by Mukuru
   1. You agree that we may cancel the Terms with you and terminate your access to your Wallet permanently at any time if:
      1. you commit fraud or we suspect you have done so;
      2. you provide us with falsified, or tampered information;
      3. we reasonably believe that your behaviour is inappropriate or constitutes misconduct;
      4. you breach these Terms;
      5. you no longer have the information, access or item necessary to use the Wallet Service. E.g. Your mobile phone provider removes your registered mobile number from its network or ends your contract;
      6. you are no longer a Customer;
      7. the law requires us to do so;
      8. if we no longer provide the Wallet Service.
4. We may also suspend or restrict your use of the Wallet Service or restrict access to Funds as reasonably necessary for security or investigation of illegalities.
5. Your Wallet may be unblocked or your access renewed at our discretion but only after the deficiencies are corrected or investigations concluded.

1. Waiver or Relaxation:  A failure to act to enforce a right under these Terms does not mean that Mukuru granting the “allowance” has waived its right to enforce the Terms strictly.  
2. Assignment: The Wallet Service is provided exclusively to you as the registered and verified  Customer. You are not allowed to share with, assign or transfer your Wallet or your obligations set out in these Terms to any third party. You will be held liable for losses suffered if you break these Terms.
3. Severance: Each provision (including any clause, sub-clause or part thereof) of these Terms shall be construed as a separate and severable contract term, and if one or more provisions is held to be invalid, unlawful or otherwise unenforceable, the remaining provisions shall remain in full force and effect.
4. Applicable Law & Jurisdiction: These Terms will be governed by and interpreted in accordance with the laws of Zambia without giving effect to conflict of law provisions.

1. Fee Schedule: [https://www.mukuru.com/zm/services/mukuru-wallet/]
2. Website: www.mukuru.com
3. Privacy Notice: [https://www.mukuru.com/zm/legal/privacy-notice/ 
4. Security Tips: [https://www.mukuru.com/zm/legal/mukuru-wallet-security-tips/]

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.

Mukuru’s address is Shop No.3, Stand 695, 60 Speke Avenue, Harare, Zimbabwe. This is the address where any legal document or notice for Mukuru must be sent or delivered. Kindly also send a copy via email to: [email protected].