This Transfer Policy is part of Kivu's Terms of Service and describes your rights when sending money with Kivu Money Services LLC. Kivu's transfers are "remittance transfers" under U.S. federal law (the Remittance Transfer Rule, 12 C.F.R. Part 1005, Subpart B), and the rights below reflect, and in some cases exceed, its protections.
Before you confirm any transfer, Kivu shows you: the amount you are paying, the exchange rate applied alongside the National Bank of Rwanda (BNR) reference selling rate, and the exact amount your recipient will receive. Kivu charges no transfer fee; the disclosed spread below the BNR reference rate is your entire cost. The quoted rate is held for 30 minutes. After you pay, you receive a receipt with the same information plus the date the funds will be available and your transfer reference number.
You may cancel a transfer within 30 minutes of payment for a full refund of the transfer amount and all fees, provided the funds have not already been picked up or deposited into the recipient's account. To cancel, use the cancellation option in the app or contact info@kivumoney.com with your reference number. Refunds are returned to your original payment method, typically within 3 business days.
The specific availability date for your transfer is stated on your receipt. Delivery may occasionally be delayed by verification requirements, partner processing windows, or events outside our control; your transfer status is trackable in the app at every step.
If a transfer cannot be completed — for example, because recipient details are invalid — we will notify you, and the transfer will be reversed with a full refund of the amount and fees to your original payment method, at no charge to you, within 2 business days of the failure being confirmed.
If you believe an error occurred — the wrong amount arrived, funds never arrived, or the receipt doesn't match what happened — contact us within 180 days of the promised availability date at info@kivumoney.com (include your reference number). We will investigate and report the results to you, generally within 90 days. If we determine an error occurred, we will correct it, including refunds where applicable, as required by the Remittance Transfer Rule. See Complaints and error resolution for how to raise a report and where to escalate it.
As a FinCEN-registered Money Services Business, Kivu may pause a transfer to complete identity, sanctions, or anti-money-laundering review. Where a transfer is declined for compliance reasons and the funds are not legally required to be held, your payment is refunded. Where law requires funds to be blocked or reported, we follow the law; in such cases we may be legally prohibited from disclosing details.
Every completed Kivu transfer includes a verification link and QR code showing the amount delivered, the date, the recipient name, and the reference number — publicly checkable by anyone your recipient shares it with, with no login required. What you send arrives complete, unchanged, dependable — and provably so.
Kivu Money Services LLC · 7901 4th St. N, Ste 300, St. Petersburg, FL 33702 · info@kivumoney.com