Out-of-date terms?

(John Mapley) #1

It seems your terms may be out of date. I just skimmed them and noticed a few things, for example the table in 2.1 showing methods and limits for initial and subsequent topups, pretty much all of which is out of date or at least doesn’t match the options available to me.

Review of Privacy Policy and T&Cs
ATM Limits
(Tom Whitwell) #2


AFAIK, Fee for loading the card by electronic / bank transfer should be marked as ‘not available’ , while 'Fee for loading card by debit card" should be £0.
It may be worth also defining “Identity verification” a little more clearly, as (at least I) am not totally sure what kind of verification has been done on my own identity, and so am unsure of which part of the table I should be looking at!

(Tristan Thomas) #3

Yes good spot! We’re just working on getting some of the limits changed and will then update the terms appropriately :slight_smile:

(Euan Galloway) #4


Terms&Conditions really must be kept up to date.
It has been a month since this query, and the terms still say that debit card topups are not available.
New user here, pointed to /terms for limits, find they are clearly not right (even though I know nothing!).

( related to Monzo CEO, Investor in Monzo ) #5

in your newest blog on using Mondo abroad you still seem to have the same T & C s ?


It also doesn’t mention the £1000 monthly ATM limit

(John Mapley) #7

This is by far the biggest issue. Really there should be a warning in the app about this when you’re getting close to the limit. I talk too much about being made homeless in Tokyo by my bank, but the truth is this limit could cause the exact same issue for a Mondo user, and it’s not documented anywhere.

Granted, “carry a backup card” applies as always, but what’s less obvious is that once you’ve loaded funds on to your Mondo card there is no easy way to transfer them out again to the backup card’s account. So “don’t load essential funds onto your Mondo card” also becomes a necessary warning.

(Stuart Todd) #8

Mondo team ---- has this been updated ???


As a customer this is quite concerning that such an important legal document is not being kept up to date. I assume it’s not been updated yet since I’ve not received an email to advise of the change to T&Cs that I originally agreed to?

Properly reading the terms has thrown a couple of questions other than the accuracy of them.

Finding a phone number to contact you on is almost impossible unless you know the link to the T&Cs. If someone steals a bag containing both phone and card then the quickest way to contact you is via the phone. Ideally popping your customer support number at the bottom of your website as well as a T&Cs link would be very useful.

I don’t know what my limits are. I don’t ever remember being told if I had gone through identify verification and therefore don’t fully understand my limits :disappointed:


Mondo verifies your identity by checking your credit history (soft). If you don’t have a credit history on the details you provided, you would be asked to submit scanned copies of some of your IDs. If you are not yet verified, the limits are smaller (don’t know exactly by how much). Also you would not be able to receive money from someone on Mondo (you can send though). here

(Tristan Thomas) #11

Apologies for the delay in replying to you guys—I just got back from holiday :slight_smile: I’m chasing this up now and will update you asap.

(Tristan Thomas) #12

Sorry for forgetting to update here! @willw is working on updating the terms at the moment :slight_smile: We should have them up in the next few weeks

Monzo Documentation is Poor and Misleading?
(Tristan Thomas) #13

A quick update because I know this is something we’ve lagged on and been a bit ‘unMondo’ esque. They’re with Wirecard, our issuing bank, for approval and as soon as we have that, we’ll update :slight_smile:

(Tristan Thomas) #14

The updates have been approved :tada: As soon as I find half an hour to get them live, I’ll do it and post here :slight_smile:


Yep it is. Which in my example case of card and phone both being stolen is pretty unhelpful

(Tristan Thomas) #17

The updated limits should now be in the Terms & Conditions :slight_smile: Apologies again for the delays. We’re also working on making all of these documents much more user friendly so watch this space!

(Adam) #18

Sorry to be nitpicking, under 2.1 initial load, how does one have their initial load to £400 when the app forces you to top up £100? Surely it should read ‘initial load - £100’ unless their are plans to change the amounts of the initial loads?


Is it supposed to be Not available?

Fee for loading card by debit card Not available


Fee for loading the card by electronic / bank transfer £0

(James Billingham) #21

Have you notified the users that the terms have been updated? The terms state that you will: :stuck_out_tongue:

We may change any of these terms and conditions, including fees and charges, or introduce new terms. If we make any changes, we will give 2 month’s prior written notice to you by email.

( related to Monzo CEO, Investor in Monzo ) #22

maximum:” initial load £400 ?