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Terms of use and privacy policy

MONIS is a service of the company Teledolar S.A. (www.teledolar.com); it is an electronic platform that lets the user make payments and money transfers through the mobile application of the same name, available free of cost in digital stores for devices with Android, HarmonyOS or iOS operating systems.

To affiliate to the Monis service, it is essential to be over 18 years of age, have a valid identity document, valid and in good condition, have an email address and an active line of the mobile cellular network of Costa Rica.

According to the information provided and the MONIS registration channel selected by the user, the system assigns transactional profiles that will be determined according to Teledolar’s policies.

With the affiliation to MONIS, the user will be provided with an electronic account in colones and an electronic account in dollars.

MONIS will not permit the receipt of credits for an amount greater than the amount defined for the assigned profile, considering the deposits in both accounts (dollars and colones).

The profile is defined according to the information provided by the client; for Monis affiliations made through the APP, an initial valuation profile will be assigned first and after verification of the data included by the client and/or its validation in Teledolar’s own offices, it will be transferred to the corresponding transactional profile or in case of inconsistency in the information, it will proceed with the inactivation or closure of the Monis electronic accounts.

If the client decides to increase his profile in Monis, it is necessary to send to actualizaciondedatos@teledolar.net, proof of income documents and other necessary documents, which satisfy the client’s own information in compliance with the provisions of the “Know your customer” policy of TELEDOLAR S.A. Once the profile increase is approved, the client will have to go to any of the Teledolar agencies, in order to sign the required documentation to apply the approved profile increase and sign the “Know your customer” form of TELEDOLAR.

Teledolar, as a company supervised by SUGEF under Article 15 and the Central Bank of Costa Rica, fully complies with the regulations established by the supervisory agency and with everything related to the “Know Your Customer” policy. The supervision exercised by the Superintendency is only in matters of money laundering and financing of terrorism as provided in Law 7786 and/or 8204 Law on Narcotics, Psychotropic Substances, Drugs of Unauthorized Use, Related Activities, Money Laundering and Financing of Terrorism. Therefore, SUGEF does not supervise the business offered and conducted by the company, nor its security, stability or solvency.

In order to opt for all the services available within the Monis application that will be detailed below, the customer must meet the following requirements:

Be at least 18 years of age.

Have registered to the MONIS account, through the available channels

To have an active line of the Costa Rican mobile cellular network, with which the MONIS electronic account will be linked.

Link a personal email address to the MONIS account and confirm it in the APP.

Access to Internet service, necessary for the operation of the mobile application.

Monis applies restrictions to the services available from your electronic account according to the assigned transactional profile.

A. SINPE MOBILE Service in MONIS:

MONIS offers among its functionalities the SINPE Mobile service. This service allows the user to link his MONIS account in colones with his cell phone number(s), in order to receive money in his Monis Electronic Account in colones, likewise the client can make electronic money transfers from his Monis accounts to his cell phone number(s) through the Sinpe Móvil service in the Monis APP, as long as such cell phone numbers are linked to the SINPE Móvil of any entity in the country that has such service. This service is subject to the availability of the Central Bank of Costa Rica, on the part of Monis it will be available 24 hours a day, 7 days a week.

If the telephone number provided by the user when registering with MONIS is not associated to an account in another entity through SINPE Móvil, MONIS will automatically affiliate it to this service, linking the customer’s cell phone number to the MONIS electronic account in colones.

From the MONIS application the user will be able to affiliate and/or disaffiliate his/her telephone number(s) from the MONIS colones electronic account if he/she wishes to do so.

For daily remittances of accumulated amounts greater than ¢200,000.00, a 1% commission will be applied on the excess amount sent. For the receipt of transactions without cost up to 2 million colones, for amounts over 2 million colones 1.75% on the excess amount received.

By affiliating to the SINPE Mobile service through MONIS, the user accepts the terms and conditions set forth in this document, related to this service.

The user will be able to visualize in the MONIS application, the detail of the commissions charged for this service, prior to the confirmation of data and acceptance of the transaction.

B. Deposits to Monis:

To deposit or transfer money to the MONIS electronic account in colones and/or dollars, the following channels are available:

  • Family Remittances, customers can request their remittance senders to pay their remittances directly to their MONIS electronic account, providing the IBAN account in colones or dollars as desired.
  • Deposit between MONIS accounts, the user can receive money from another user’s MONIS account only by providing his/her phone number linked to MONIS.
  • SINPE Mobile, the user will be able to receive money via SINPE Mobile, if his/her telephone number is affiliated to the MONIS electronic account in colones.
  • SINPE transfer, the client will be able to receive money in his MONIS electronic account from any bank, placing as destination the MONIS IBAN account in colones or dollars.
  • “Request money from my bank account”, this option allows the user to request money from one of his/her own IBAN accounts in other entities in Costa Rica, with destination to the MONIS electronic account in colones or dollars, by authorizing the requested balance, through a personal token that must be confirmed and entered in the MONIS application to approve the transfer.
  • Deposits in the network of authorized retailers, in Teledolar’s own agencies and authorized agencies.

 

Cumulatively or in a single tract, the maximum monthly amount to be received in MONIS electronic accounts is established according to the transaction profile assigned to your MONIS account.

C. Cash withdrawal at teller window

The client can use the money he/she has in the MONIS electronic account, making withdrawals at the teller window in the following manner:

To withdraw colones you can visit Teledolar’s network of authorized merchants, Teledolar’s own agencies and authorized Teledolar agencies. In case you need dollars, you can visit Teledolar’s own agencies or authorized agencies.

Cash withdrawals are subject to the availability of dollars and/or colones in the agency, authorized stores or authorized agency visited by the user. Cash withdrawals in dollars will not be made in authorized stores.

MONIS will charge a commission to the user who makes more than 5 monthly cash withdrawals at the teller window, which will correspond to $1 or its equivalent in colones according to the type of sale reflected in the MONIS application on the day of the operation and will be applied after the fifth cash withdrawal transaction at the teller window.

D. Transfers between MONIS accounts

The service of “transfers between MONIS accounts”, allows to make within the MONIS application, money transfers from the MONIS electronic account in colones or dollars from one user to another user, only by entering the telephone number that the receiving user has linked to his MONIS electronic account.

Cumulatively or in a single transaction, the maximum monthly amount to be transferred to a third party’s MONIS electronic account is equivalent to the accumulated available balance in the Monis account, as long as the profile assigned to the destination account allows the receipt of the amount.

Transactions between dollars and colones made through this service will be priced at the exchange rate in effect at Casa de Cambio Teledolar, whether buying and/or selling, defined for the MONIS channel on the day of the transaction.

E. Transfers between own accounts

The service of transfer between own accounts can be made from the MONIS account, either in colones or dollars, to the MONIS account in colones or dollars of the same user.

Transactions between dollars and colones made through this service will be priced at the exchange rate in effect at Casa de Cambio Teledolar, whether buying and/or selling, as reflected in the MONIS application, according to the day of the transaction.

The user will be able to visualize in the MONIS application, the details of the exchange movement, prior to the confirmation of data and acceptance of the transaction.

Cumulatively or in a single transaction, the maximum monthly amount to be transferred between MONIS electronic accounts of the same user will be limited according to the transactional profile assigned to the client.

F. Transfers to own IBAN accounts in national entities (SINPE)

The user can make transfers (via SINPE in real time) from his MONIS account in colones or dollars to his own IBAN accounts in other entities in Costa Rica.

To make use of this service, the user must first register his/her own IBAN accounts in MONIS by entering the IBAN account number (22 characters including letters) in the “My Accounts” section. The system will verify that the account entered actually belongs to the MONIS user, otherwise the system will not allow the user to register the account.

MONIS establishes a commission for users who make more than 5 monthly transfers to their own IBAN accounts in Costa Rican entities. Said commission corresponds to $1 or its equivalent in colones according to the type of sale reflected in the MONIS application, depending on the day of operation, and will be charged after the fifth transaction of this type.

The user will be able to visualize in the MONIS application, the detail of the commissions charged for this service, prior to the confirmation of data and acceptance of the transaction.

Cumulatively or in a single transaction, the maximum monthly amount to be transferred to your own IBAN accounts in other entities in Costa Rica will correspond to the accumulated balance available in the Monis account.

G. SINPE Transfers to third party IBAN accounts

The user can make transfers from his MONIS account in colones or dollars to IBAN accounts of third parties in other entities in Costa Rica (via SINPE in real time).

To make use of this service, the user must previously register the IBAN accounts of third parties in MONIS, by entering the IBAN account number (22 characters including letters) in the “Third party accounts” option. The system will verify that the account entered complies with the IBAN format and that it exists, otherwise the system will not allow you to register the account.

MONIS establishes a commission for each transfer made to IBAN accounts of third parties, such commission corresponds to an amount of $1.5 or its equivalent in colones, according to the exchange rate in force in Casa de Cambio Teledolar, whether buying and/or selling, reflected in the MONIS APP on the day of the transaction.

The user will be able to visualize in the MONIS application, the detail of the commissions charged for this service, prior to the confirmation of data and acceptance of the transaction.

Cumulatively or in a single transaction, the maximum monthly amount to be transferred to third party IBAN accounts in Costa Rican entities is equivalent to the accumulated balance available in the Monis account.

H. International remittances

The user has at his disposal from the MONIS application, the option to send money to the following countries: Colombia, Nicaragua, Dominican Republic, El Salvador, Venezuela, Peru and Panama.

For any of the MONIS account transactional profiles, the maximum amount of money that can be sent through the MONIS application will be $990.00 per month, either in a single remittance or cumulatively in several remittances.

The user will be able to visualize in the MONIS application, the detail of the commissions charged for this service, depending on the amount sent, prior to the confirmation of data and acceptance of the transaction.

The crediting time of the money depends on the destination country and the remittance payer selected, the average time is 1 hour, however, this will depend on the confirmation of data if required.

The beneficiary can withdraw the international payment with the remittance number that will be reflected in the transaction details sent from MONIS to the customer’s email.

The customer may request through the MONIS application, the cancellation and/or modification of information related to their international shipments. Teledolar will not refund amounts corresponding to the commission, due to cancellations of remittances made by user error.

I. Payments for public and private services

The user has the option to pay for multiple Public and Private Services.

It is possible to make payments of public or private utility bills, own and/or of third parties, as long as the user has the information requested by the provider of the service to be cancelled.

The user will be responsible for erroneous payments, incurred by incorrect typing of the information requested by each provider. The availability and/or functioning of the payment of the different services depends on each provider, on the part of Monis the option will be available 24/7/365.

Any inquiry or complaint regarding the payment of services through Monis should be made immediately to Teledolar at 4000-2400.

In case of questions or complaints about the billing of each service, you must make or submit them directly to the service provider.

J. Cellular recharges to prepaid lines

MONIS offers cellular recharge service to prepaid lines of the following telephone operators: Kölbi, Movistar and Claro.

It is not possible to reverse recharges to prepaid lines made through the MONIS application, since the respective provider does not accept or process reversals.

The user will be responsible for any erroneous recharges due to incorrect typing of the telephone number and/or the amount to be recharged. The availability and operation of the cellular recharge service is not guaranteed, since it depends on the different telephone operators providing the service.

Teledolar S.A. does not assume any criminal or civil liability, when the client is unable to carry out electronic transactions through the MONIS application in cases of insufficient funds, difficulties in the communication lines, in the Internet service provider’s systems, technology and infrastructure services contracted to third parties or technological problems of the service providers included in MONIS.

It is the Client’s responsibility to corroborate the correct application of his/her transactions, in case of receiving doubtful response messages or messages that warn of a situation such as those mentioned above.

It is the Customer’s responsibility to carry out the recovery procedures in case a duplicity attributable to the customer is evidenced. Since all transactions are firm, Teledolar S.A. does not make reversals.

The customer understands and accepts that the service conditions established in this contract correspond to best practices, which are mitigating the risks presented by this service, and that by their nature, correspond to be executed by the customer himself for his benefit, so the customer agrees to keep their equipment and mobile devices in optimal conditions, free of computer viruses, spyware or known “malware” that seek to take possession of the user’s confidential information.

Teledolar S.A. shall be exempt from any liability for negligence, imprudence or fraudulent acts of any of the users, which may cause damage through fraudulent or erroneous transactions. The use of the Monis service by the client, ratifies the acceptance without reservations, of the total content of the present document.

This document establishes the basis on which personal data obtained through our website http://www.teledolar.com, https://cuentamonis.com/ or through the MONIS mobile application and/or other systems used by Teledolar to provide the Monis service are processed.

By accepting the terms and conditions you confirm your authorization for the use that will be given to this information, for purposes of internal control for your security.

A. Data obtained

Through a user’s registration with MONIS, data such as the following may be obtained and processed: full name, e-mail address, telephone number, date of birth, details of transactions you make through MONIS, your IP address, session times, operating system, browser type and physical location at the time any transaction is made.
The data will be provided by MONIS customers on a voluntary, express, free, unequivocal, informed and specific basis, for specific purposes as detailed below.
By using the service, MONIS users agree that their information will be kept in a database for internal use and will not be sold to external entities.
The information will be treated confidentially by Teledolar S.A. collaborators, associated companies and, if requested, by judicial, supervisory, auditing or similar entities, for the purpose of:

  • Manage and administer your MONIS account and provide you with the services you have requested.
  • Send notifications about changes in our services.
  • Provide support and customer service to MONIS users.
  • Execute identity and financial checks as stipulated in Law 7786 and/or 8204 Law on narcotics, psychotropic substances, drugs of unauthorized use, related activities, money laundering and financing of terrorism.
  • Make security improvements in the services and systems available to the user.
  • Improve the presentation of the MONIS application content on the different devices from which the user accesses the MONIS account.
  • Provide information about products or services that you request or that Teledolar believes may be of interest to you.


In case the customer does not wish to receive certain information or has doubts about the treatment of his data, he can write to the e-mail info@tdmonis.com or call the telephone number 4000-2400.

B. Security

Teledolar S.A. executes physical and electronic routines in order to keep MONIS users’ data safe, thus preventing unauthorized access and/or disclosure of data. However, in addition to these efforts made by Teledolar S.A., it is necessary for the user to apply the good data security practices detailed below, emphasizing the importance of not sharing access data to your MONIS account.
It is recommended that MONIS users place an access code to the mobile device and to suspend the line with the corresponding operator, in case of loss or misplacement of the device.
Teledolar S.A. will not be held responsible in case of transactions carried out by third parties.
Any transaction you make is at your own risk.
Remember that you should not give your MONIS password to anyone or write it down on your cell phone, as this may increase the risk of identity theft.
In case of loss and/or theft of your cell phone you should immediately apply the following actions as risk mitigation measures:

  • Block your account or cellular line with the service provider. Because the MONIS application works over the Internet, an outsider could access your account through a Wi-Fi Internet network, so it is NOT recommended to manage the MONIS password in the notes or other backup on the cell phone.
  • Immediately call 4000-2400 and request the blocking or temporary inactivation of your Monis.
  • In case the event occurs outside Teledolar’s office hours, the next day you must file your complaint at a Teledolar office or call 4000-2400.
  • If you acquire a new phone number and if you remember the MONIS password, you will be able to enter the application and modify the phone number by clicking on the Edit button in the vertical menu.
  • If you purchase a new mobile device and keep your phone number, you can download the mobile application again and log in as normal.
  • If you forgot your password, but keep your phone number, you can request a new one by logging into the application under the “Forgot password” option.

 

Teledolar recommends that you report the theft of your cell phone or other mobile device containing your sensitive personal information to the appropriate authorities.

In case of third party access to your email, you should immediately apply the following actions as risk mitigation measures:

  • Immediately call 4000-2400 and request the blocking or temporary inactivation of your Monis.
  • In case the event occurs outside Teledolar’s office hours, the next day you must file your complaint at a Teledolar office or call 4000-2400.
  • Immediately change the Monis APP login password.
  • Immediately change your email login password.

 

C. Account and Transaction Protection

Teledolar S.A. informs that it does not ask its customers for confidential information such as passwords, card numbers, bank account numbers, personal data, tokens, PINs, or other sensitive data.

If you receive any request for this type of information, we recommend that you end the call and/or if it is by e-mail, delete it immediately, and do not access the sites (links or links) that appear in suspicious e-mails or messages.

In case of receiving any phone call or mail of this type, do not provide any information and immediately consult our official hotline 4000-2400 or through the MONIS application chat about the veracity of any type of campaign, procedure or promotion offered to you.

D. Dissemination of your Information

By using MONIS, you agree that Teledolar S.A., may share your data with allied and associated companies if necessary to, among other things, fulfill your request, process your payment details, provide support services and monitor fraudulent activities.

Teledolar S.A. does not sell personal information about MONIS users to third parties.

The user declares and assumes in character of sworn declaration, that:

  • The data entered in the registration form called “Teledolar Customer Linking Form” are true, accurate and complete.
    You understand and accept that the private key to access the MONIS electronic account is secret and non-transferable and therefore you assume the consequences and/or risks of its disclosure to third parties, releasing Teledolar S.A. from any liability arising therefrom.
  • It is hereby established that the use of the Private Key and its access user (e-mail and/or telephone) will always be attributable to the customer, without prejudice that the customer offers proof that these were not used by him/her. Teledolar S.A. shall not be liable for any improper use of the Private Key, and the user shall be solely responsible for its use.
  • In the event that a Client considers that his/her Private Key may have been known by a third party, he/she must change it immediately by accessing the Monis APP, by clicking on the edit button in the vertical menu.
  • The user must update his personal data in case any of these changes, reporting it to Teledolar S.A. through the different customer service channels, in the case of the cell phone number and email, he must also modify them in the MONIS application.
  • The customer Monis, must update all its data at the request of Teledolar, in order to comply with the know your customer policy, the frequency of such update is related to the assigned transactional profile, but should not be more than 36 months since the last update in any case.


Teledolar S.A. assumes no responsibility for losses caused by failure to keep your personal data updated. It will be verified that the client provides correct and updated information, otherwise it could imply the inactivation or closure of the account as considered.

If you have any questions, you can contact us during office hours at the following telephone number: 4000-2400 or write to us at info@tdmonis.com.

You can also access the “Help” option within the Monis application or the online chat during business hours.

Teledolar is open from 07:00 a.m. to 07:00 p.m. from Monday to Saturday and from 07:00 a.m. to 06:00 p.m. on Sundays.

Users will be contacted by email, text message or phone call, using the data provided by the user during registration. Users will never be asked for their MONIS account password, nor will they be asked to perform any kind of test transaction.

This document is electronic, the sole acceptance of the customer to continue with the affiliation process proves that the customer has read and approved the clauses detailed above.

This Terms and Conditions document is subject to changes or modifications, which may be applied without prior notice from Teledolar S.A. and will become effective from the moment the updated document is published in the official websites: www.cuentamonis.com and in the APP Monis.

(Date of last update: January 2022)

MONIS is an application of Teledolar S.A, which uses Visa Direct technology, which is a service that facilitates fund transfers by Visa client financial institutions.

1. Actual funds availability varies by financial institution and region. Visa requires fast funds-enabled issuers to make funds available to receiving cardholders within 30 minutes of approving the transaction. Consult your bank for more information about the service.

2. Teledollar S.A. is responsible for the service provided through this application. Visa is not responsible; Please direct any concerns or complaints about this application only to Teledolar S.A.

3. The ability to send cross-border transactions depends on a number of factors, including whether the receiving sender accepts cross-border transactions. Check with your bank, Visa card issuer, for more information on availability.

The registration of Teledolar S.A., 3101355196, with the Superintendencia General de Entidades Financieras is not an authorization to operate, and the supervision exercised by that Superintendence is only in terms of prevention of money laundering, financing of terrorism and financing of the proliferation of weapons of mass destruction, according to the provisions of Law No. 7786, “Law on narcotics, psychotropic substances, drugs of unauthorized use, related activities, money laundering and financing of terrorism”. Consequently, SUGEF does not supervise the business offered and carried out by the company, nor its security, stability or solvency. Persons contracting its products and services do so at their own risk.