MTN Mobile Money limited: consumer terms and conditions

Please note that this is no more than a summary of the conditions of use for MTN Mobile Money (MoMo)  and all MTN MoMo customers must read this summary in conjunction with the Conditions of use published on the MTN website situated at or which are otherwise available from MTN Customer Care Centers, MTN MoMo Agents and other designated points of service delivery and access.

  1. The agreement

These are the terms and conditions upon which you may use the MTN MoMo services provided by MTN Mobile Money (Zambia) Limited, the acceptance of which constitutes a binding contract between yourself and MTN Zambia. When you register as an MTN MoMo (MoMo) Customer by signing the Registration Form annexed hereto you agree to abide by these conditions of use. You therefore need to read and fully understand the conditions of use and if you do not agree, please do not proceed to register for and/or use the MTN MoMo services.

  1. Application for account

2.1 Any MTN customer may register for the MTN MoMo service provided the Customer has an active MTN SIM.

2.2 You will also be liable to pay applicable Tariffs for your use of the MTN MoMo services and such Tariffs may be deducted directly from your MTN MoMo account.

2.3 You may register for MTN MoMo services with any recognized MTN MoMo Agent in the Republic of Zambia.

2.4 All information provided must be complete and accurate in all respects.

2.5 MTN Zambia may decline your application at our sole discretion.

2.6 MTN Zambia may refuse to open an Account for you if MTN Zambia are not satisfied with proof of your identity.

Upon registration and activation of your MTN MoMo account you will be requested to create an MTN MoMo PIN which must be kept secret at all times – for any MTN MoMo transaction you perform you will be required to input your MTN MoMo PIN. Your identity will be validated based on your identity card details, as well as any other account details which may be needed whenever you contact the support team(s), however your PIN WILL NEVER BE USED as a basis for validation and confirmation of your identity.

  1. The MTN MoMo services

3.1 The MTN MoMo services are made available to you subject to these Conditions of Use.

3.1.1 Although MTN Zambia will ensure that you are able to make full use of the Network to access MTN MoMo services within the coverage area. MTN Zambia does not guarantee that the MTN MoMo services will be available at all time and MTN Zambia will not be responsible or liable for any loss whatsoever or howsoever arising as a consequence of any non-availability of the MTN MoMo services. The MTN MoMo services are not fault free and factors including (but not limited to) acts of God, geographical topography, weather conditions, planned maintenance or rectification work on the Network may Interfere adversely with the quality and provision of the MTN MoMo services.

3.1.2 In the event of damage to, loss or theft of the SIM, you are obliged to inform us immediately of such damage, loss, or theft. MTN Zambia will then disable the lost or stolen SIM Card so as to prevent further use of the MTN MoMo services until the SIM card has beenreplaced. A replacement fee will be applicable, and you will be responsible for all Charges and transactions effected up to the time of receipt by us of your notification of the damage, loss, or theft. Notification of any such damage, loss or theft may be given by telephoning the Customer Care Center. YOU will be required to indemnify us against any claims made in respect of any transactions effected with your mobile phone and SIM prior to such notification being received.

3.1.3 You are advised that for reasons beyond our control, there is a risk that your communications may be unlawfully intercepted or accessed by those other than the intended recipient. MTN Zambia cannot accept any liability for any loss, injury, or damage whether direct or consequential arising out of any such compromise of confidentiality.

3.2 You must comply with any instructions that MTN Zambia may give you from time to time about the MTN MoMo services.

3.3 With the exception of calls made to our Customer Service Help line and to other designated toll-free numbers all calls will be charged according to applicable tariff plans.

3.4 Your calls, mails or SMS’s may be monitored or recorded for use in business practices such as quality control, training, ensuring effective system operation, prevention of un-authorized use of our telecommunications system and detection and prevention of crime.

3.5 MTN MoMo users are not charged for the telecommunication services (I.e. SMS or USSD session) utilized to carry out the transaction.

  1. Acceptance and commencement of conditions of use

You are deemed to have accepted these Conditions of Use as amended from time to time and which take effect upon registration and/or upon the initial activation of your MTN MoMo Account.

  1. Suspension or disconnection of the services and closure of the MoMo account

5.1 MTN Zambia may suspend (bar), restrict or terminate the provision of the MTN MoMo services (in whole or part) and/or close your Account without Informing you and without any liability whatsoever (although, MTN Zambia will, where possible, try to inform you that such action is or may be taken) under the following circumstances:

5.1.1 If MTN Zambia are aware or have reason to believe that your Mobile equipment or MSISDN/ MoMo PIN number used in relation to the MTN MoMo services is/are being used in an un-authorized, unlawful, improper or fraudulent manner or for criminal activities (or has been so used previously);

5.1.2 If you do not comply with any of the conditions relating to the MTN MoMo services Including these conditions of use;

5.1.3 If you notify MTN Zambia that your Mobile Equipment has been lost or stolen or your MTN MoMo PIN has been lost or disclosed to any other party;

5.1.4 If you do anything (or allow anything to be done) with your Mobile Equipment which MTN think may damage or affect the operation or security of the Network or the MTN MoMo services;

5.1.5 For reasons outside of our control;

5.1.6 Where MTN Zambia close your Account under Clause 5.2.

5.2 To access the MTN MoMo services, your SIM must be operational (“active”) at all times. If your SIM is inactive for a consecutive period of 3 months your MTN SIM card may be deactivated by MTN and if the MoMo account is inactive for 24 months the account will be closed and any funds therein remitted to the Bank of Zambia in line with the Directives on E-money issuance.

5.3 MTN Zambia will also close your account upon receipt of your request to close your Account.

5.4 Where the use of your MTN MoMo PIN has been suspended or disconnected or your Account closed any Credit balance in your Account will be repaid to you in cash upon your presenting yourself at our Customer Care Centers. You will only be paid any Credit Balance in cash upon satisfactory evidence of your identity being produced.

Any amount owed to you may be converted to airtime and credited into your MTN Airtime account on your request

5.6 MTN Zambia will not be responsible to you for any direct, indirect, consequential, or special damages arising from any act or omission by MTN Zambia or any third party for whom MTN Zambia is responsible, whether arising in contract or statute if MTN Zambia closes or suspends your Account In terms of this Clause 6.

  1. Tariffs

6.1 All tariffs as published are payable for each transaction effected from your account. The Tariff Guide is available from MTN Zambia’s Customer Service Centers or by accessing the MTN Zambia website.

6.2 Tariffs payable on each transaction will be deducted from your MTN MoMo Account on conclusion of each transaction and your new balance on conclusion of the transaction shall be notified to you by SMS.

6.3 All tariffs are subject to other applicable levies at the then prevailing rates.

6.4 All charges payable by you in connection with the use of the MTN MoMo services may be debited from your Account without further reference to you.

  1. Transactions

7.1 All transactions will be in Zambian Kwacha.

7.2 All debit transactions from your Account will be effected by transfer instructions authorized with the MTN MoMo PIN which you select when you register, or by such other method MTN may prescribe from time to time.

7.3 Your Account will be credited when you purchase MTN Mobile Money by making payments or when MTN MoMo is transferred to your MTN MoMo Account from another Customer and all such amounts will be held in a Trust Account to your order.

  7.4 You may not effect any transactions from your Account in the event that you do not have sufficient MTN MoMo in your Account to meet the value of the transaction and Charges applicable thereto.

7.5 The MTN MoMo system will verify and confirm all transactions effected from your Account by SMS to you. The MTN MoMo System records will be taken as correct unless the contrary is proved.

7.6 . On being provided with an Account, you will be able to effect the following transactions,

7.6.1 A Credit transaction by making a Payment In cash directly to an Agent in exchange for an equivalent amount of MTN MoMo to be credited into your Account. Upon a Credit transaction being made, the MTN MoMo System shall credit your Account accordingly.

7.6.2 A Debit transaction by the exchange of MTN MoMo for cash at any Agent by sending a Transfer instruction to the MTN MoMo System and entering your MTN MoMo PIN on your handset when requested to do so by MTN pursuant to which the Agent will pay the equivalent amount of cash to you;

The transfer of the MTN MoMo to another Customer by sending transfer instructions to the MTN MoMo System for the account of such Custom, specifying the amount to be transferred, The purchase of MTN Prepaid Airtime by sending a recharge instruction to the MTN Mobile Money System and giving a Transfer instruction for the corresponding amount of MTN MoMo to MTN as the designated payee; The purchase of Goods and/or Services from Authorized Retailers by Transfer Instructions via the MTN MoMo System of the amount to be transferred to the Authorized Retailer’s Account in settlement of the Goods and/or Services purchased; Upon any Credit transaction and Debit transaction being effected, the MTN MoMo System shall credit or debit your Account once the Sum is equally credited to, withdrawn, or transferred by you from your Account leg receiving and sending MTN Mobile Money.

7.6.3 The MTN MoMo System will confirm every transaction made by way of SMS together with an updated balance of your Account.

7.6.4 Any Debit transactions given using the MTN MoMo PIN will be charged to the Account. You acknowledge that unless, and until MTN receives notice from you that your MTN MoMo PIN is no longer secure and/or that your Mobile Equipment has been lost or stolen, MTN may rely on the use of the MTN MoMo PIN as conclusive evidence that a Debit transaction has been authorized by you. even if it Is actually made without your authority. MTN shall not require any written confirmation of any transaction instruction.

7.6.5 MTN Zambia is unable to reverse or charge -back any Transfer instruction for any reason including the event of any dispute with any other Customer or an Authorized Retailer. You are responsible for resolving any disputes arising with any other Customer or an Authorized Retailer without recourse to MTN Zambia.

7.6.6 Your Account may only be operated by the use of Agents/Retailers in the Republic of Zambia. 7.6.7 Each transaction is identified by a unique reference number which is used to track and identify all transactions carried out on your Account A confirmation SMS will be sent to you with an updated balance of your Account after each transaction.

  1. Money transfer reversal

8.1 You must lodge a complaint of a wrong transfer within 30 days from the date of the incident. Careful investigation will be conducted to establish the claim as part of processing the reversal.

8.2 MTN Zambia will endeavour to effect reversals of a wrong transfer within 5 working days but in any event not later than 15 working days from the date on which a request was made.

8.3 Where the amount in question is fully available in the wallet as the time of receiving the complaint, MTN Zambia shall hold the funds for further investigations. Funds which have been partially withdrawn cannot be held.

8.4 In the event where the amount is not in the wallet, you would be advised accordingly.

8.5 MTN Zambia will take reasonable steps to contact the supposed wrong recipient, through calls and SMS, within 3 working days of receiving a reversal request.

8.6 The wrong recipient must make reasonable efforts to respond to the calls and SMS during the 3 days of contact.

8.7 MTN Zambia will endeavour to perform the reversal after the 3 working days without any feedback from the wrong recipient.

8.8 MTN Zambia does not have any obligation to perform a reversal in the event of any dispute with a designated payee.

8.9 Transaction notification will be sent to bother the sender and receiver upon completion of the reversal.

  1. Support

9.1 The company shall provide Customers with service support through any of the following means:9.1.1 Call centre on 303 or 215

9.1.2 Email:

9.1.3 Facebook page – MTN ZAMBIA

9.1.4 All Service centres and Connect Stores

9.1.5 Designated Agents Outlets

  1. Recourse mechanism

10.1 MTN Mobile Money:

Customers shall submit their complaints via the channels provided in 8.1 above for resolution. Where there is any stalemate or customer not happy with the feedback from the MTN Mobile Money, the customer shall refer the matter to Bank of Zambia within 30 working days.

10.2 Bank of Zambia

The Bank of Zambia shall take up all referred unresolved complaints or disputed decisions by MTN Mobile Money and act as Arbitrator between the parties and give appropriate directives where required.

10.3 Competition and Consumer Protection Commission “CCPC”

Where a party is dissatisfied with the decisions of the bank of Zambia, the aggrieved party may seek redress with the CCPC for resolution.

  1. Security and unauthorized use

11.1 Only one MTN MoMo PIN number can be linked to your Account at any time.

11.2 Only you may use your Mobile Phone and MTN MoMo PIN number.

11.3 You are responsible for the safe-keeping and proper use of your Mobile Equipment, for keeping your MTN MoMo PIN and all transactions that take place on your Account using your MTN MoMo PIN. Should you enter an incorrect PIN, after three invalid attempts, you will be locked out of the system for security purposes. To restore access to your account, you can select the self-PIN reset options on the USSD menu, or you can visit the nearest Service Centre, or you can contact customer support on 303.

  1. Variations

MTN Zambia reserves the right to vary at any time and without prior notice to you these Conditions of Use or the Tariffs. Variations will be notified by way of advertisement H a daily newspaper, SMS or through MTN Zambia website and or by using any other suitable means provided that you shall be deemed to have been notified of any such variations regardless that the same may not have actually come to your attention.

  1. Statements

13.1 You may obtain a balance enquiry from your Mobile Equipment and query any transactions effected using your Mobile Equipment and MTN MoMo PIN at the Customer Call Center.
13.2 MTN Zambia will close your Account on receiving a request from you.

Wallet limits and requirements

Ewallet type Daily limit (transactions and holding in ZMW (K)) Maximum balance in ZMW (K) Required KYC documents
Individual – Tier 1 20, 000.00 100, 000 NRC – Zambians, Passport – foreigners (or other regulator approved documentation e.g. Refugee IDs)
Individual – Tier 2 100, 000 500, 000 As for Tier 1, with the following: Proof of residenceReferral from employer, professional, or confirmation from reputable person such as civic leader, traditional ruler, headmaster, etc
Merchants – initial profile 20, 000 100, 000 NRC – Zambians, Passport – foreigners (or other regulator approved documentation e.g. Refugee IDs) for individuals and merchant business due diligence documents – Certificate of Incorporation, etc for corporate merchants
Agents, Merchants and corporates – basic 2, 000, 000 2, 000, 000 Full KYC and contract requirements
Agents, Merchants and corporates – higher limit and unlimited Unlimited Unlimited (subject to due diligence requirements) Full KYC, Enhanced Due Diligence and contract requirements

Note: Unlimited Ewallets subject to ECDD and other due diligence conditions

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