Terms & Policies
Terms of Service
Welcome to Plexos
These Terms of Service ('Terms') govern your use of the Plexos mobile application, website, and all related services provided by Plexos Group Ltd and its affiliates ('Plexos', 'we', 'us', or 'our').
By creating a Plexos account, accessing our app, or using any of our services, you agree to be bound by these Terms. If you do not agree, please do not use our services.
Please read these Terms carefully. They contain important information about your rights and obligations.
Eligibility
To use Plexos, you must:
Age requirement
You must be at least 18 years old to open a Plexos account. We may ask you to verify your age as part of the registration process.
Residency
You must be a resident of a country where Plexos is available. We currently operate across PALOP countries and are expanding to more African nations, as well as serving customers in Europe and the Americas. Check our website or app for the most up-to-date list of supported countries.
Identity verification
You must provide accurate personal information and complete our identity verification process (KYC). This is a legal requirement that helps us prevent financial crime and protect our community. You may need to provide a government-issued ID and a selfie for verification.
Your Plexos account
Your Plexos account is personal to you and gives you access to our financial services.
Account security
You are responsible for keeping your account credentials secure, including your PIN, password, and any biometric access. Never share your login details with anyone. If you believe your account has been compromised, contact us immediately through the app. We will never ask for your password or PIN by email, phone, or social media.
One account per person
Each person may hold only one Plexos account. We reserve the right to close duplicate accounts.
Accurate information
You must keep your personal information up to date. This includes your name, address, phone number, and email. You can update most details in the app under your profile settings. Providing false or misleading information may result in account suspension or closure.
Our services
Plexos provides a range of financial services through our mobile app. The availability of specific features may vary by country and may change over time.
Plexos account
Your Plexos account allows you to hold, send, and receive money. You can view your balance, transaction history, and account details at any time in the app.
Transfers
You can send money to other Plexos users instantly within the app. Transfers between Plexos accounts are processed in real-time and are subject to our transfer limits and fair use policies.
Debit card
We may issue you a Plexos debit card (physical or virtual) powered by Mastercard. Your card can be used for purchases anywhere Mastercard is accepted, both online and in-store, domestically and internationally. Card usage is subject to our card terms and any applicable spending limits.
Adding money
You can add money to your Plexos account through various methods, including bank transfer, card top-up, and mobile money. Available top-up methods may vary by country. We may apply limits to the amounts you can add.
Currency exchange
Where available, Plexos may offer currency exchange services at competitive rates. Exchange rates are displayed in the app before you confirm any transaction. Rates may fluctuate and a small markup may be applied. Some currency features may be marked as 'coming soon' and will be available in future updates.
Fees and charges
Plexos strives to keep fees transparent and fair. There are no monthly account fees for standard Plexos accounts.
Certain services may carry fees, such as ATM withdrawals beyond your free allowance, express card delivery, or specific transaction types. All applicable fees are disclosed before you confirm a transaction, and a full fee schedule is available in the app and on our website.
We may update our fees from time to time. We will notify you of any material changes at least 30 days in advance.
Acceptable use
You agree to use Plexos only for lawful purposes and in accordance with these Terms. You must not use our services to:
Prohibited activities
Engage in any illegal activity, including money laundering, terrorist financing, fraud, or tax evasion. Send or receive money related to illegal goods or services. Create fake or misleading accounts, or use someone else's identity. Attempt to gain unauthorised access to our systems, other accounts, or any related infrastructure. Circumvent any security measures, transaction limits, or other controls we have in place. Use automated systems, bots, or scripts to interact with our services without our written permission. Abuse our referral programme or promotional offers.
Consequences
If we reasonably believe you've violated these rules, we may suspend or restrict your account, decline transactions, close your account, and report suspicious activity to the relevant authorities. We may take these actions without prior notice where legally permitted.
Transaction limits
For security and regulatory reasons, we apply limits to various transaction types, including transfers, card spending, ATM withdrawals, and top-ups. These limits may depend on your verification level, account history, and the regulations that apply in your country.
You can view your current limits in the app. We may adjust limits at any time, and will notify you of any significant changes.
Security and fraud prevention
We invest heavily in keeping your money and data safe.
Our commitments
We use industry-standard encryption, real-time fraud monitoring, and secure data storage to protect your account. Our systems are regularly audited and tested for vulnerabilities.
Your responsibilities
You must keep your device secure with a screen lock, keep the Plexos app updated to the latest version, never share your account credentials or one-time passcodes, contact us immediately if you suspect unauthorised activity, and be vigilant against phishing attempts or social engineering scams.
Unauthorised transactions
If you notice a transaction you didn't authorise, report it through the app immediately. We will investigate and, where appropriate, refund the transaction. Your liability for unauthorised transactions may be limited depending on the circumstances and applicable law.
Intellectual property
The Plexos name, logo, app design, website, and all related content are owned by Plexos Group Ltd and are protected by intellectual property laws. You may not copy, modify, distribute, or create derivative works based on our materials without our prior written consent.
We grant you a limited, non-exclusive, non-transferable licence to use the Plexos app for your personal, non-commercial use in accordance with these Terms. This licence is revocable and can be terminated if you breach these Terms.
Account suspension and closure
We hope you'll be a Plexos user for a long time, but there are circumstances where accounts may be suspended or closed.
When we may suspend or close your account
We may suspend or close your account if we suspect fraudulent or illegal activity, if you breach these Terms, if required by law or regulation, if your account has been inactive for an extended period, or if we're unable to verify your identity. Where possible, we'll notify you before taking action and explain the reason. In some cases (such as suspected fraud), we may act immediately without prior notice.
When you want to close your account
You can close your account at any time through the app or by contacting our support team. Before closing, you'll need to withdraw any remaining balance. After closure, we'll retain certain data as required by law (see our Privacy Policy for details).
Effect of closure
When your account is closed, your access to Plexos services will end, your debit card will be cancelled, any pending transactions may be completed or reversed, and you must repay any amounts owed to us.
Limitation of liability
To the maximum extent permitted by applicable law, Plexos shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of our services.
We are not responsible for losses caused by circumstances beyond our reasonable control, including internet or network failures, actions by third parties, natural disasters, or changes in laws and regulations.
Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded by law.
Complaints and disputes
If something goes wrong, we want to put it right.
How to complain
You can raise a complaint through the in-app chat, by emailing support@plexos.com, or through any other channel we make available. We take all complaints seriously and aim to resolve them as quickly as possible.
Resolution timeline
We will acknowledge your complaint promptly and aim to resolve it within 15 business days. If we need more time, we'll let you know and keep you updated on progress.
External resolution
If you're not satisfied with our response, you may have the right to refer your complaint to the relevant financial ombudsman or regulatory body in your country.
Changes to these Terms
We may update these Terms from time to time to reflect changes in our services, legal requirements, or business operations. When we make material changes, we will notify you at least 30 days before they take effect through the app or by email.
If you do not agree with the updated Terms, you may close your account before they take effect. Continuing to use our services after the changes take effect means you accept the updated Terms.
Governing law
These Terms are governed by and construed in accordance with the laws of the jurisdiction where the Plexos entity providing your account is incorporated. The specific governing law applicable to you is set out in your account agreement.
Any disputes arising from these Terms that cannot be resolved through our complaints process may be referred to the courts of the relevant jurisdiction.
General provisions
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.
Our failure to enforce any right or provision of these Terms does not constitute a waiver of that right or provision.
These Terms, together with our Privacy Policy, Cookie Policy, and any other agreements referenced herein, constitute the entire agreement between you and Plexos regarding our services.
Contact us
If you have questions about these Terms of Service, get in touch:
In-app chat: Go to your profile and tap 'Help'
Email: support@plexos.com
We're here to help and will do our best to respond promptly.
Last updated: February 2026