Complaints
Who is Muniy
These legal terms (English law applies and disputes will be settled by English courts) are between you and Muniy Limited (Muniy/us/we) and you agree to them by using the Muniy app and website (the terms app and website also include any associated servers, databases, and other software).
You should read this document along with our Privacy Policy.
How to contact us
You can contact us through the Muniy app, email us at support@muniy.com or call us on +44 7411 179 275.
Or send a letter to:
Muniy Limited,
Millhouse, 32-38 East Street,
Rochford, Essex,
United Kingdom, SS4 1DB
How we'll contact you
We'll contact you in English through the app or by email. We may also write to you at the address you have given to us.
We may also send you instant notifications when you spend or receive money.
Fees and charges
I kindly invite you to take a look at our Plans page on https://www.muniyapp.com/muniy-fees to view all of our fees.
Where is your money?
I kindly request that you take a moment to review our customer terms at https://www.muniyapp.com/_files/ugd/cbf4db_e38f52ccaf65469584bd234f049e6dd9.pdf and our business terms at https://www.muniyapp.com/_files/ugd/cbf4db_27c265e9a20f4576b57ae45b46ca4f50.pdf for your convenience.
Your consent to Muniy using your information
We collect information with our partner Sumsub, which is needed to verify your identity. The information we collect is: proof of identity (photo of passport, ID, and/or driver's license) and the information contained on them (name, address, birth date), proof of address (photo of utility bill or bank statement), a selfie, occupation sector, income band, source of income & the purpose for opening an account with us. With our banking partners we will share your: name, address, birth date, country of residence and customer score. We may also share a review regarding politically exposed and/or high-risk individuals from SumSub, or our KYC/sanctions data provider at the time. We will also be providing Paynetics AD with transaction data from users, e.g. transaction amounts, recipients, target account numbers, etc. If you are not happy for us to use your information, we’ll have to close your account. But we may keep your personal data and use it where we have lawful grounds to do so. For more details regarding our use of your information please take a look at our Privacy Policy (https://muniy.com/privacypolicy.html).
If something goes wrong
Please keep your phone, card and PIN safe at all times. If we discover any security issues affecting your account, we’ll contact you as soon as possible in the most secure way. If you lose your card or it is stolen or you see transactions in the app that look wrong, freeze your card if you are able and tell us as soon as possible. You should make yourself aware of Paynetics's policies about refunding your money in the "Paynetics Terms & Conditions” here: https://www.muniyapp.com/_files/ugd/cbf4db_e38f52ccaf65469584bd234f049e6dd9.pdf. We are the first point of contact for any initial complaints (before you are directed to Paynetics). We shall have no obligation or responsibility for the operation and provision (or lack of operation or provision) of services in connection with your account.
Closing your account
You can cancel your account within the first 14 days of opening it, or close it at any other time. If you’d like to close your account, please get in touch with us. We will return any outstanding funds to us before we can close your account. Once we've closed it, your card won't work and you won't be able to access your account. Muniy can close your account by giving you a minimum of one months' notice. We may close your account or stop you using your card and app immediately if we believe you have (1) violated the terms of this agreement, (2) put us in a position where we might break the law, (3) broken the law or attempted to break the law, (4) given us false information at any time, (5) had a change in circumstances which means you’re no longer eligible for a current account (like moving abroad), (6) given a third party control of your account, phone, card or PIN (unless you’ve formally agreed to this with us or are legally permitted to do this), (7) been abusive to anyone at Muniy or a member of our community.
Making changes to this agreement
This agreement will always be available in the app and on our website. We can make changes to it for any reason. If we make changes to it then we'll tell you once we've made them. If you don't agree to these changes, you can let us know and we'll close your account. We'll transfer any money in the account to another account of yours. If we don't hear from you, we’ll assume that you’re happy with the changes we’ve made. Using the App and Website, you undertake not to adapt, modify, copy, reproduce, reverse engineer, publish, redistribute, sell, sub-license, exploit, or otherwise part with or make any other use of the app or the website, the intellectual property in the app or website, any data on the app or website, or the concept of the app or website more generally except for internal business purposes or to the extent required by law, nor to authorise, enable or assist any third party in doing so.
Our Responsibility for Loss or Damage Suffered by You
To the fullest extent permissible by law, we exclude and disclaim all warranties, terms, conditions and representations that might otherwise be implied by law in relation to our app. In particular, we do not represent or warrant that the app will be error-free, free of viruses or other harmful components, or that defects will be corrected. You must take your own precautions in this respect. In any event, we will not be liable for any loss or damage caused by an attack from hackers or other malicious third parties (on the user, account, the app, website or the overall system), a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our app and website. We do not accept liability for any failure to maintain the app and website. Please note that we only provide our app and website for personal use, and you agree not to use our app and website site for any commercial or business purpose. We do not accept any liability for the following types of loss, even if the loss is foreseeable: loss of income or revenue, loss of business, loss of profits, loss of anticipated savings, loss of data or waste of management of office time. The app and/or website may contain inaccuracies and typographical errors. We do not warrant the accuracy or completeness of the website or app. We shall not be liable for any loss caused as a result of your actions or inactions based on the app and/or website. However, nothing in these terms and conditions shall affect your statutory rights, and nothing in these terms and conditions shall exclude our liability for death or personal injury arising through negligence, for fraud or fraudulent misrepresentation and/or anything else that cannot be excluded or limited by us under English law.
Who are we registered with?
Muniy Limited is a company registered in England and Wales with the registered company number 11191944 and its registered address at Millhouse, 32-38 East Street, Rochford, Essex, United Kingdom, SS4 1DB. Muniy Limited is an authorised agent of Paynetics which is authorised by the Financial Conduct Authority under the Payment Services Regulations 2017 for the provision of payment services.
Make a complaint
If you have a complaint, please contact us and we'll do our best to fix the problem or find out more in our complaints documentation.