Bizum Service Terms & Conditions

These terms and conditions govern your use of the Bizum service with your Monzo account and, where you enable Bizum for an Under 18 account, your child’s use of Bizum in connection with that Under 18 account.

They are between you and Monzo Bank Europe Designated Activity Company, Sucursal en España (the Spanish Branch of Monzo Bank Europe DAC) (Monzo/us/we). When we say you or your, we mean the person who holds a Monzo account and uses Bizum. Where you enable Bizum for an Under 18 account, references to your child mean the child who is authorised by you to use that Under 18 account and any Bizum feature associated with it.

By signing up to Bizum or using Bizum through the Monzo app, you accept these terms.

These terms form part of your agreement with Monzo and should be read together with:

If there is any conflict between these Bizum terms and the general terms for your Monzo account, these Bizum terms will apply only in relation to your (or your child’s) use of Bizum.

Your Monzo account and Bizum are for personal use in accordance with the underlying purpose of the Monzo account to which Bizum is connected. For example, you must not use Bizum associated with your Monzo personal account for business, commercial or professional purposes.

These terms form part of the framework contract for payment services under Spanish law, in particular Royal Decree-law 19/2018 on payment services and Order ECE/1263/2019 on transparency requirements for payment services.

You can ask us for a copy of these terms at any time. We’ll give it to you free of charge, on paper or another durable medium (for example, as a PDF you can save and reproduce without changes).

These terms are available in English and Spanish. If there’s any inconsistency between the two versions for customers resident in Spain, the Spanish version will prevail in case of dispute, without affecting your rights under EU law.

Bizum is a service managed by Bizum, S.L., with Spanish tax identification number B-87599478 and registered office at Calle Francisco Sancha, 12, 28034 Madrid, Spain.

Monzo is an entity participating in Bizum and provides Bizum to you as the payment service provider for your Monzo account.

If you need help with Bizum, you can contact us:

We’ll contact you about Bizum using the Monzo app, email, phone or mail to your home address.

We may also send you (or where relevant, your child) notices in the app when:

You’re responsible for keeping your mobile number, email address and postal address up to date. If we send information to the latest contact details you’ve given us, we’ll treat it as received by you.

Bizum lets you (or where relevant, your child) make and receive payments using your mobile phone number as an identifier, without having to enter the IBAN of the other person, merchant or organisation.

Bizum works through a central directory managed by Bizum, S.L. and used by the entities that participate in Bizum. This directory links your mobile number to the bank account you’ve connected to the service.

With Bizum in Monzo, you’ll be able to do the following when each feature is available in the app:

Not all features may be available from day one. We’ll show you in the app which features are available to you at any time.

You,or where relevant, your child, can use Bizum with Monzo if:

To sign up to Bizum with Monzo (for either yourself or your child), you’ll need to follow the process we show you in the app.

We may ask you for, or confirm with you, the following information:

You can only have one mobile number linked to Bizum with one participating entity at a time. If you (or where relevant, your child) already have Bizum with another entity and want to use it with Monzo, you’ll need to port Bizum to Monzo. We explain this below.

When you (or where relevant, your child) sign up, Bizum or Monzo may assign an alias or visible name. This alias may be made up of your (or your child’s) name and the initials of your surnames. It helps other users identify you before sending you money, requesting money from you or confirming a transaction with you.

It’s important that you check your mobile number is correct. If your mobile number changes, you lose your device, or you suspect someone else may be able to use it without your permission, you must tell us as soon as possible.

Bizum will be linked to your Monzo account.

Payments you (or where relevant, your child) send through Bizum will be taken from that account. Payments you receive through Bizum will be paid into that account.

To make a Bizum payment, you need to have enough available money in the Monzo account selected for Bizum. If you don’t have enough money, we’ll reject the transaction. This may happen even if you have money in Pots or other products, because the money in those products is not part of your account balance for the purpose of making Bizum payments, unless the app tells you otherwise.

If your Monzo account is closed, your access to Bizum with Monzo will also end.

Using Bizum with an Under 18 account

If you enable Bizum for an Under 18 account, you remain the account holder and contracting customer, but your child is permitted to use Bizum in connection with that Under 18 account. The following terms and provisions apply specifically to that Under 18 account and your child's use of Bizum:

You, or where relevant, your child can send money to another person using their mobile phone number, as long as that person is registered with Bizum or can receive an invitation where this option is available.

Before you (or where relevant, your child) confirm the payment, we’ll show you the available information about the transaction. This may include:

When you confirm the payment in the app, you are giving us your consent to make it.

We may ask you (or where relevant, your child) to complete strong customer authentication, for example by using the PIN, a security code, facial recognition, fingerprint recognition or another secure method available in the app.

Once you (or where relevant, your child) has confirmed a Bizum transaction, you will have 60 seconds to undo the Bizum payment before it completes. It’s important that the mobile number, alias, amount and reference is checked before confirming the payment.

If a wrong number is provided and the money is sent to someone else, we’ll try to help you recover the funds, but we can’t guarantee they’ll be recovered if the transaction was correctly executed using the mobile number you gave us.

You (or where relevant, your child) can receive money from other people registered with Bizum.

When we receive a payment order in your favour through Bizum, we’ll pay the funds into your Monzo account as soon as we receive them and are able to make them available to you under applicable law.

We may reject or return an incoming payment if:

If we reject or return a payment, we’ll tell you when we can do so legally and without affecting the security of the service.

You (or where relevant, your child) can request money from another Bizum user if this feature is available in Monzo.

To do this, you’ll need to enter the mobile number of the person you want to request money from, the amount and, where applicable, a reference.

The other person will receive a notification or message to accept or reject your request. The transaction will only be executed if the other person accepts it.

If the request is not accepted within the period set by Bizum or Monzo, it will expire and have no effect. This period will normally be 7 calendar days, unless we tell you a different period in the app.

You (or where relevant, your child) can cancel a money request while it is still pending and has not been accepted.

Bizum may allow you (or where relevant, your child) to send an invitation to someone who is not yet registered with Bizum.

If this feature is available, you may ask for an SMS, notification or message to be sent to the recipient inviting them to sign up.

The transaction will only be executed if the recipient signs up to Bizum within the applicable period and all requirements for making the payment are met.

If the recipient does not sign up in time, if you cancel the transaction where cancellation is still possible, if there is not enough available money in your account, or if the transaction cannot be executed for any other reason, the payment will not be made.

We’ll show you in the app how this option works if it is available.

You can donate to charities and non-profit organisations registered with Bizum if this feature is available in Monzo.

To donate, you’ll need to select or enter the details of the charity, the relevant code if required, the amount and any other information we ask for in the app.

Monzo will execute the transaction as a Bizum payment to the charity you selected.

Monzo is not responsible for the charity’s activity or for how the charity ultimately uses the funds, except for our responsibility as your payment service provider.

If you need a donation certificate, you should request it directly from the charity. Monzo does not issue tax certificates for donations made to charities through Bizum, unless applicable law requires us to provide information or be involved in some other way.

We may share with the charity the information needed to identify the donation and allow it to comply with its legal or tax obligations, where applicable.

You can pay with Bizum at online merchants that accept Bizum, if this feature is available in Monzo.

To pay, you’ll normally need to select Bizum as the payment method on the merchant’s website or app and enter the mobile number linked to Bizum.

You’ll then receive a notification or instruction to confirm or reject the payment in the Monzo app or through the relevant authentication flow.

Before you confirm, we’ll show you the available information about the transaction. This may include:

If you confirm the payment, you give us your consent to execute it.

For immediate payments, the money will be taken from your account and sent to the merchant as soon as the transaction is correctly confirmed.

In some cases, the payment may be authorised but remain pending merchant confirmation for a certain period. During that period, the merchant may confirm or cancel the transaction.

If the merchant confirms the transaction and there is enough money in your account, the payment will be executed. If there is not enough money, the payment may be rejected and you’ll need to resolve the matter directly with the merchant.

If you leave Bizum, change the linked number, port Bizum to another entity or your account is closed before the merchant confirms the transaction, the payment may be rejected. This does not necessarily mean that your purchase or contract with the merchant has been cancelled. You’ll need to resolve this with the merchant.

Monzo is not a party to the contract between you and the merchant.

If there is a problem with the product or service you bought, for example because you did not receive it, it is not correct, you want to return it or there is a dispute about the purchase, you should try to resolve it with the merchant first.

Where Bizum, applicable law or the service rules allow it, you may ask us to start or support a refund or commercial dispute process.

We may ask you for information or evidence, such as proof of purchase, communications with the merchant, screenshots, invoices, receipts or any other document reasonably needed.

The outcome of a refund or dispute may depend on:

We may credit or debit amounts to your account depending on the status or outcome of the refund or dispute process. We’ll tell you where appropriate.

Unless the law says otherwise, we do not guarantee that you’ll be able to recover the money in a commercial dispute if the transaction was correctly authorised and the issue relates to the product or service provided by the merchant.

You can authorise recurring payments or subscriptions with Bizum at online merchants if this feature is available in Monzo.

A recurring payment or subscription with Bizum allows a merchant to initiate successive payments based on an initial authorisation you have given.

Before authorising a subscription or recurring mandate, the merchant must inform you of the applicable conditions, such as the amount, frequency, duration or cancellation method, as applicable.

We may ask you to complete strong customer authentication to authorise the initial mandate or certain payments.

In the Monzo app, where this feature is available, you’ll be able to see the active recurring mandates or instructions you have linked to Bizum.

You can withdraw your consent for future payments under a recurring mandate through Monzo, if this feature is available, or by contacting us.

But withdrawing consent for the Bizum mandate does not automatically cancel your contract or subscription with the merchant. If you want to cancel the subscription or service, you should also contact the merchant and follow its cancellation terms.

If you port Bizum to another entity or leave Bizum with Monzo, recurring mandates linked to Monzo may be cancelled. This also does not automatically cancel your contract or subscription with the merchant.

If Monzo activates in-person payments with Bizum, you’ll be able to pay at physical merchants that accept Bizum using the method shown at the time. This may include, for example, payments by QR code, Bizum Pay, linked card, mobile device or other solutions allowed by Bizum.

We’ll explain in the app how this feature works when it is available.

If the in-person payment is made using a Monzo card or a card linked to your device, the card payment terms in your Monzo account agreement and the rules of the relevant card scheme will also apply.

If the payment is made using an app, device, wallet or service provided by a third party, that third party’s terms may also apply. Monzo is not responsible for services provided by third parties, except where the law says otherwise or where we act as payment service provider for your Monzo account.

Monzo is not a party to the contract between you and the merchant. Disputes about goods or services should be resolved with the merchant first, without prejudice to any rights you may have under applicable law and the Bizum rules.

If Monzo activates the feature for payments or collections related to Sociedad Estatal Loterías y Apuestas del Estado — SELAE — you’ll be able to use Bizum for permitted transactions at lottery administrations or enabled channels.

We’ll show you in the app or in the relevant flow how this feature works when it is available.

These transactions may be subject to specific limits, SELAE rules, Bizum rules and applicable gambling, prize, payment or fraud prevention regulations.

Monzo is not responsible for the validity of bets, prizes, tickets or relationships between you and SELAE or the lottery administration, except for our responsibility as your payment service provider.

Some SELAE transactions may not allow refunds through Bizum. If you need a refund or clarification about a bet, prize or purchase, you may need to deal directly with SELAE or the lottery administration.

If Monzo activates the electronic identification and registration service with Bizum, you’ll be able to use Bizum to identify yourself, register or log in with merchants or platforms that accept this feature. For example, you may be able to use Bizum to:

To use this feature, the merchant or platform may ask you to enter the mobile number linked to Bizum. You’ll then be redirected to the Monzo or Bizum flow to confirm whether you want to share certain data.

Before sharing data with the merchant or platform, we’ll tell you what data will be shared, where applicable.

We’ll only share that data if you give your consent, unless another lawful basis applies. This feature will not be available for Under 18 Accounts.

Consent to share data with a merchant or platform does not mean you automatically accept that merchant’s or platform’s terms and conditions or privacy policy. The merchant or platform is responsible for explaining how it will process your data and for asking you for any acceptances that may be needed.

You’ll be able to withdraw consent where this option is available and in line with how the service works.

To execute Bizum transactions, you’ll need to give your consent.

Depending on the type of transaction, you (or where relevant, your child) may give consent by:

We may apply strong customer authentication where required by law or where we consider it necessary for security reasons.

We may also apply exemptions from strong customer authentication where the law allows it, for example for low-value, low-risk transactions or trusted beneficiaries, where applicable.

When you (or where relevant, your child) use facial recognition, fingerprint recognition or other biometric data configured on your device, Monzo does not access or store that biometric data. Biometric verification happens on your device in line with the technology and security of the device manufacturer or provider.

You must make sure that only you can unlock your device and authorise transactions. You must not allow anyone else to register their fingerprint, face or other biometric data on a device you use to access Monzo or Bizum.

We receive your Bizum payment order when you correctly give your consent and the transaction reaches Monzo for execution.

If there is a process that delays execution for security, fraud, verification, operational review or regulatory compliance reasons, we’ll treat the order as received when that process has ended and we are able to execute the transaction.

If a transaction is pending confirmation by a merchant or third party, execution will depend on that confirmation and on the requirements being met at that time, including there being enough money in your account.

Once you’ve given consent for a Bizum transaction, you have 60 seconds to cancel the transaction. .

After 60 seconds has elapsed:

Withdrawing a recurring payment mandate does not automatically cancel your contract with the merchant.

Bizum payments are usually executed immediately or almost immediately once authorised and accepted by the system.

Even so, there may be delays for technical, operational, legal, regulatory, security, fraud prevention, transaction review or availability reasons involving Bizum or other participating entities.

If a transaction cannot be executed, we’ll tell you when we can legally do so and without affecting the security of the service.

Bizum is subject to limits.

The limits may relate, for example, to:

Bizum applies limits to certain transactions which you can see here.

We may change the limits for security, fraud prevention, risk management, Bizum requirements, technical availability, regulatory changes or reasonable operational reasons.

Some limits may change without prior notice if needed to protect you, protect Monzo, protect other customers, comply with the law or keep the service secure. Where appropriate, we’ll tell you as soon as possible.

If a transaction exceeds the applicable limits, we’ll reject it.

Monzo will not charge you for signing up to Bizum or using Bizum, unless we tell you otherwise before you confirm a transaction or we change these terms in line with the changes section.

You (or where relevant, your child) may have to pay other costs, taxes or charges related to a Bizum transaction that are outside our control and not charged by Monzo. For example, there may be tax obligations, third-party charges or costs arising from your relationship with a merchant, platform or organisation.

If we introduce fees for Bizum in the future, we’ll tell you with the legally required notice and you’ll be able to end the service if you don’t agree.

You must keep the following safe at all times:

You must not share your passwords, PINs, codes or credentials with anyone.

You must not write them down on the device itself or store them in a way that another person could use them.

You must tell us as soon as possible if:

You can contact us through the app or through any of the contact channels listed in these terms.

We may reject, delay, block, suspend or cancel a Bizum transaction if, for example:

If we reject or block a transaction, we’ll tell you as soon as possible through our usual channels and, if the law allows us, we’ll explain why and how you can correct any errors.

We may not be able to give you all the information if doing so would breach the law, affect the security of the service, compromise an investigation or increase the risk of fraud.

If you see a Bizum transaction you do not recognise or you think a transaction was executed incorrectly, you must tell us as soon as possible.

If you do not tell us within 13 months from the date the money left your account, you may not be able to recover the money.

When you tell us, we’ll investigate the transaction and apply the liability rules set out in payment services law.

We’ll normally refund your money if someone has made a payment without your permission, unless:

You may be liable for up to €50 of losses resulting from unauthorised payments made before you notify us if those payments are due to the loss, theft or misuse of your credentials, unless applicable law says otherwise.

You will not be liable for unauthorised payments made after you have notified us that your device, credentials or account may be at risk, unless you acted fraudulently.

You’re responsible for checking that the transaction details are correct before confirming.

With Bizum, the main identifier is usually the mobile phone number. Bizum transactions will be completed using the number provided. If the payment is correctly executed using the mobile number you entered, Monzo will not be responsible if the recipient is not the person you intended.

Even so, if you tell us, we’ll make reasonable efforts to help you recover the funds. This may include contacting Bizum, another participating entity or the beneficiary through the available channels.

We cannot guarantee that the funds will be recovered.

You may receive money by mistake or as a result of a fraudulent transaction. This may also happen in relation to a payment credited to an Under 18 account.

If this happens, you authorise us to remove the corresponding amount from your account or return it to the payer, even if this leaves your account overdrawn, always in line with applicable law.

We may also share necessary information with the payer’s entity, Bizum, authorities or relevant third parties to investigate or correct the transaction, where the law allows or requires this.

If you think you have received money by mistake, you must tell us as soon as possible.

We are responsible for correctly executing Bizum transactions in line with your instructions once we receive your order and provided the requirements for execution are met.

We are also responsible for crediting your account with funds received in your favour when you act as beneficiary and we correctly receive those funds.

We’ll refund money you lose if we make a mistake in executing a Bizum transaction, unless there is a legal reason not to do so.

We’ll also help you, where appropriate, by speaking to Bizum, other participating entities or third parties to resolve issues.

Nothing in these terms limits or excludes our liability where the law does not allow us to do so.

We’re not responsible for loss or damage caused by things outside our reasonable control or by events we could not avoid even though we acted with reasonable care and skill.

This may include:

We are not a party to your contracts with merchants, charities, platforms, lottery administrations or other third parties.

We are not responsible for a merchant delivering a product, providing a service, cancelling a subscription, accepting a return or issuing a refund, unless the law says otherwise or the issue is our responsibility as your payment service provider.

To sign you up to Bizum and provide the service, we’ll process personal data.

This data may include:

We’ll use your data to:

We may share personal data (including personal of data of children connected to an Under 18 Account), where necessary, with:

The legal basis for the processing will be, depending on the case:

You can exercise your rights of access, rectification, erasure, objection, restriction, portability and not to be subject to automated individual decisions in line with our Privacy Notice.

You can find more information in our Privacy Notice.

If the app lets you (or where relevant, your child) select contacts to send or request money through Bizum, we may ask for permission to access the contacts on your (or your child’s) device.

We’ll only access your contacts if you give us permission and only to make Bizum easier to use, for example to select a mobile number or see which contacts may be registered with Bizum.

You can manage contact access permissions from your device.

If you do not give permission, you may need to enter manually the mobile number of the person you want to send money to or request money from.

You can only have Bizum linked to the same mobile number with one participating entity at a time.

If you already have Bizum with another entity and want to use it with Monzo, you’ll be able to start the portability process from the Monzo app, if this option is available.

By confirming portability, you authorise us to act on your behalf to manage the cancellation of Bizum with your previous entity and complete your registration with Monzo in line with the Bizum process.

You may receive an SMS, confirmation code or other security mechanism to confirm portability.

By confirming portability with the new entity, you authorise that entity to manage the cancellation of Bizum with Monzo in line with the Bizum process.

Once portability is completed, you will no longer be able to use Bizum with Monzo.

Portability may cancel pending transactions, pending money requests, pending deferred payments or recurring mandates linked to Bizum with Monzo. This does not automatically cancel contracts, purchases or subscriptions you have with merchants or third parties.

You can leave Bizum with Monzo at any time from the app, if this option is available, or by contacting us.

Leaving Bizum does not close your Monzo account.

But if you close your Monzo account, your access to Bizum with Monzo will also end.

Leaving Bizum may cancel pending transactions, pending requests, pending deferred payments or recurring mandates linked to Monzo. This does not automatically cancel contracts, purchases or subscriptions you have with merchants or third parties.

We may immediately suspend, limit or cancel your access to Bizum if we believe that

We may also cancel Bizum by giving you 2 months’ notice, unless there is a legal, security, fraud, breach of terms or technical impossibility reason that justifies immediate suspension or cancellation.

You can withdraw from your Bizum registration within 14 calendar days from accepting these terms, without giving any reason and without penalty.

Where you have enabled Bizum for an Under 18 account, you may also withdraw from that activation or disable the child’s access during the same period where the right of withdrawal applies. The right belongs to you as the contracting account holder.

You can do this from the Monzo app, if this option is available, or by contacting us.

Withdrawal does not affect Bizum transactions you have already authorised or that have already been executed. You’ll remain responsible for obligations arising from those transactions.

These terms will always be available in the app and/or on our website.

We may change these terms, Bizum features, limits, fees or conditions applicable to the service where there is a valid reason.

This may include changes because of:

If the change affects a payment service or is material to you, we’ll normally give you 2 months’ notice.

We may apply changes immediately if:

If you do not agree with a change notified with notice, you can leave Bizum before the change takes effect, free of charge.

If you do not tell us that you reject the change before it takes effect and you continue using Bizum, we’ll treat you as having accepted it.

If you’re unhappy with our service, think we’ve made a mistake or want to make a complaint about Bizum, please let us know so we can look into it.

You can make a complaint by:

Our Servicio de Atención al Cliente (Customer Service / SAC) will look into your complaint and reply within the time limits set by Spanish rules (1 month). For payment-service complaints we’ll normally give you a final response within 15 business days (and in exceptional cases within 1 month, explaining why).

If you’re not happy with our reply, or if we don’t reply within the legal time limit, you can take your complaint to the:

Banco de España – Departamento de Conducta de Entidades (the Bank of Spain’s department for conduct and customer protection)

You can find information on how to do this on the Bank of Spain’s website or by asking us.

These Bizum terms and your relationship with Monzo as a consumer are governed by Spanish law, without prejudice to any mandatory rights you have under European Union law.

If you live in Spain as a consumer, any disputes about this contract will be heard by the courts of your domicile in Spain, in line with Spanish consumer-protection rules.

Nothing in these terms affects your right to use any out-of-court complaint or redress procedures that are available to you, such as the Banco de España or the FSPO where applicable

Monzo Bank Europe DAC is a credit institution authorised and supervised by the Central Bank of Ireland. It operates in Spain through its Spanish Branch:

Monzo Bank Europe Designated Activity Company, trading as Monzo is regulated by the Central Bank of Ireland. We are licensed as a credit institution by the Central Bank of Ireland and our reference number is C548457. Our address in Ireland is, 1 Cumberland Place, Fenian Street, Dublin 2. We are a Designated Activity Company registered with the Irish Companies Registration Office and our company number is 770591. Our VAT number is IE4339872OH.