Effective December 2025
About This Schedule
These fees and charges are applicable to MVEND services. All fees are in Rwandan Francs (RWF). VAT and other applicable taxes apply where required by law.
Gwiza Wallet Services
For merchants and businesses accepting payments via Gwiza Wallet platform:
Payment Acceptance from Customers
When a customer pays a merchant via MTN MoMo, bank transfer, or other external payment method:
| Transaction Amount | Fee Rate | Who Pays |
| Below RWF 4,000 | 0% | Merchant |
| RWF 4,000 – RWF 10,000 | 0.40% | Merchant |
| Above RWF 10,000 | 0.50% | Merchant |
Wallet Top-up (Funding Your Wallet)
| Type of Top-up | Fee |
| Self-funded top-up | RWF 0 |
| Bank teller deposit | RWF 0 |
| MTN MoMo top-up | RWF 0 |
| Airtel Money top-up | RWF 0 |
Wallet Withdrawal to External Account
When withdrawing from your Gwiza Wallet to a bank account, MoMo wallet, or agent location:
Fee: RWF 250 per withdrawal (flat fee)
Note: MVEND is reviewing the withdrawal fee structure. You will receive 30 days’ notice before any change.
B2B Collections & Disbursements
For PayTV providers, merchant aggregators, billers, and B2B clients:
Collections Fee (Inbound Payments)
When you collect payments from customers, a collection fee is deducted from the gross transaction amount before net proceeds are credited to your account.
Fee: 3.50% of gross collection amount per collection
Your applicable collection fee rate may vary based on your signed Service Agreement.
Disbursement / Payout Fee (Outbound Payments)
When requesting a disbursement to your bank account or to agents/customers:
Fee: RWF 250 per disbursement transaction
Other B2B Services (Zero-Rated)
| Service | Fee |
| Account set-up / onboarding | RWF 0 |
| Monthly account maintenance | RWF 0 |
| API access and integration | RWF 0 |
| Failed / returned transactions | RWF 0 |
| Dispute investigation | RWF 0 |
Transparency & Fee Disputes
How We Communicate Fee Changes
MVEND provides advance notice when introducing new fees or changing existing ones:
| Type of Change | Notice Period |
| New fee | 30 calendar days |
| Fee increase | 30 calendar days |
| Fee decrease or removal | 5 business days |
Right to Cancel Service
If you do not accept a proposed fee increase, you have the right to terminate your service without penalty by notifying MVEND in writing within 20 calendar days. Your remaining balance can be withdrawn without charge.
Complaints & Support
MVEND is committed to resolving your concerns quickly and fairly. Whether you have questions about your fees, believe an error has occurred, or need general support, we have multiple channels available to assist you.
Types of Issues We Handle
• Fee discrepancies or errors in calculations
• Questions about your fee schedule and charges
• Transaction disputes or reversals
• Service complaints or quality concerns
• Account or billing inquiries
How to Raise a Complaint or Request Support
You can contact us through any of the following channels:
• Hotline: 7378 (toll-free)
• Email: support@mvendgroup.com
• Service Management Portal: https://mvend.atlassian.net/servicedesk/customer/portal/1
What to Include in Your Complaint
To help us investigate quickly, please provide:
• Your account number or registered phone number
• Transaction ID and date
• Description of the issue
Our Support Process & Timeline
Once you submit a complaint, here is what to expect:
Acknowledgement: Within 4 business hours with a reference number
Investigation: Between 1- 15 calendar days (depending on issue complexity)
Resolution: Written findings and corrective action
Escalation: Automatic referral to Compliance Officer if unresolved by day 15
Your Rights
• You have the right to a fair and impartial investigation of your complaint
• You have the right to escalate to our Compliance Officer if you are not satisfied
• You have the right to accurate information about your account and fees
• No fees are charged for raising or investigating complaints
Contact Us
For any questions, complaints, or support:
Hotline: 7378 (toll-free)
Email: support@mvendgroup.com
Operating Hours
Monday – Friday: 9:00 AM – 5:00 PM (CAT) | Saturday & Sunday: 9:00 AM – 5:00 PM (CAT)
Note: On public holidays, support operates on reduced schedules. Special operating hours will be communicated in advance.
Document Version: 1.0 | Effective December 2025