MPay Privacy Policy

1. These Terms and Conditions (hereinafter referred to as the T&C) define the conditions for the use of the Governmental Electronic Payment Service (MPay) and apply to all natural or legal persons (hereinafter referred to as the User and/or Payer);
2. The Governmental Electronic Payment Service (MPay) (hereinafter referred to as the MPay Service) is a reusable electronic service hosted on the common governmental technological platform (MCloud), representing a unified mechanism for the collection and distribution of payments through legally available payment methods, acting as an informational, financial, and contractual intermediary node between paid service providers/payment distributors and payment service providers;

1. The owner of the MPay Service is the State;
2. The holder of the MPay Service is the Public Institution “Agency for Electronic Governance” (hereinafter referred to as AGE);
3. AGE contact details:
   Email: office@egov.md
   Telefon: +373 (022) 820 026
   Adresă poștală: 134 Ștefan cel Mare și Sfânt Blvd., MD-2012, Chișinău municipality, Republic of Moldova;
4. The content and materials available within the MPay Service, including text, images, graphics, and sound, unless otherwise specified, are provided under the Creative Commons Attribution 4.0 International License (CC BY 4.0) and are protected by copyright in accordance with Law No. 230/2022 on Copyright and Related Rights Legea nr. 230/2022 privind dreptul de autor și drepturile conexe, as well as by applicable trademark law, in accordance with Law No. 38/2008 on Trademark Protection Legea nr. 38/2008 privind protecția mărcilor;
5. AGE reserves the right to suspend operation, modify, add to, or remove any part of the content of the MPay Service at any time;
6. The removal of the copyright notice identifying AGE (© Agency for Electronic Governance of the Republic of Moldova, 2026) from the content and materials available within the MPay Service, as well as the rights to the individual word trademark associated with the MPay Service MPay®;
7. Any improper use, including but not limited to reproduction, adaptation, arrangement, or any other form of transformation of the MPay Service and the materials available therein, as well as any form of distribution, is restricted unless expressly authorized by AGE;
8. AGE respects the intellectual property rights of others and expects Users to do the same. AGE may, under appropriate circumstances and at its sole discretion, terminate or take other measures regarding user accounts that infringe intellectual property rights. If you believe that your intellectual property rights have been infringed, please submit a notification, electronically signed, to the following email address: office@egov.md, containing the following information:
   1. information regarding the material for which you believe intellectual property rights have been infringed. If the material is available online, please provide a URL or sufficient details for identification;
   2. contact information, including your name, address, telephone number, and email address at which you can be contacted;
   3. a statement confirming that the information provided is accurate and that, in accordance with the applicable legal framework, you are the rights holder or are authorized to represent the rights holder;

1. These T&C have been developed and are governed in accordance with the provisions of the legal framework of the Republic of Moldova;
2. The MPay Service was established and operates pursuant to Government Decision No. 712/2020 on the Governmental Electronic Payment Service (MPay);
3. Any disputes arising from these T&C or from the use of the MPay Service shall be settled amicably, through notification and direct consultation with the User;
4. The prior dispute resolution procedure through notifications and direct consultations does not limit the User’s right to apply to the competent courts of the Republic of Moldova;

1. It is the User’s responsibility to review these T&C before accessing the MPay Service;
2. By using the functionalities of the MPay Service, the User confirms acceptance of these T&C and undertakes to comply with them;
3. By making a payment through the MPay Service, such payment shall be deemed acceptance of these T&C, as well as consent to the processing and storage of personal data in accordance with Law No. 133/2011 on the Protection of Personal Data;
4. User who does not agree with these T&C must refrain from using the MPay Service;
5. In the case of online payments made through the portal https://mpay.gov.md/, acceptance of these T&C and consent to the processing and storage of personal data is granted by the Payer by checking the corresponding consent box;
6. The User undertakes to access and use the MPay Service solely for purposes permitted by the applicable legal framework;
7. Certain services provided through the MPay Service may be subject to their own terms and conditions, which may apply — please read such terms and conditions carefully before using the respective services;
8. The User shall use the MPay Service in a manner that does not infringe upon, restrict, or limit the rights of other users;
9. Regardless of the method of payment — including, but not limited to, payments made at bank counters or at the counters of the State Enterprise “Poșta Moldovei”, via POS terminals, self-service terminals, internet banking, mobile banking, or electronic wallets — where payment is made through the MPay Service, based on an MPay payment note number or an invoice issued by a service provider connected to MPay, the Payer shall be deemed to have automatically and unconditionally accepted these Terms and Conditions and to be bound by them in full;

1. All information provided on the website dedicated to the MPay Service is publicly accessible for viewing without mandatory authentication;
2. The MPay Service may be accessed depending on the payment methods selected by the User (Payer): online or offline. Where the online payment method is selected, the MPay Service is available exclusively to the authenticated User (Payer) via the governmental electronic authentication and access control service (MPass). Where the offline payment method is selected, the User (Payer) accesses the MPay Service by physically visiting the counters or terminals of payment service providers;
3. When accessing and using the MPay Service, the User must provide valid and accurate data;
4. In the case of authentication on the website dedicated to the MPay Service, the User is responsible for safeguarding any associated authentication information;
5. The User is responsible for all activities performed through their account and for maintaining the confidentiality of authentication credentials;
6. User accounts are not transferable to another person;
7. The User is prohibited from transmitting, sharing, or disclosing authentication credentials to any third party. The User bears full responsibility for any activity carried out through their account and assumes all consequences arising from the breach of this prohibition;

The Privacy Policy for the website dedicated to the MPay Service is available here: Privacy Policy.

The Cookie Policy for the website dedicated to the MPay Service is available here: Cookie Policy.

1. AGE implements appropriate technical and organizational measures to protect the data processed within the MPay Service against destruction, loss, alteration, disclosure, or unauthorized access, whether accidental or unlawful. Such measures include, but are not limited to, data encryption, strict access control, and information security management procedures;
2. Security incidents shall be reported to the AGE Customer Support Service;

1. The MPay Service has been developed and expanded for paid service providers as a service embedded within governmental portals, as well as as a standalone service, enabling natural and legal persons to make payments for public services such as fees, taxes, fines, and other payments;
2. The MPay Service provides benefits to Users (Payers) by offering them the freedom and convenience to choose any legally available payment method in the Republic of Moldova (credit/debit cards, internet banking, electronic money, cash, or the National Instant Payment System of the Republic of Moldova (MIA));
3. Payments through the MPay Service may be made using the following methods provided by payment service providers:
   • debit/credit cards VISA or MasterCard (online);
   • Google Pay and Apple Pay (online);
   • terminals (at public institution counters where installed);
   • instant payments via the National Instant Payment System of the Republic of Moldova (MIA);
   • internet banking at banks in the Republic of Moldova (online);
   • electronic money via electronic wallets (online);
   • cash (offline): at bank counters in the Republic of Moldova; at the counters of the State Enterprise “Poșta Moldovei”; at self-service terminals;
4. Legal entities may make payments using the following instruments:
   • debit/credit cards (natural person) or business cards VISA or MasterCard (online);
   • Google Pay and Apple Pay (online);
   • internet banking;
   • cash (offline): at bank counters in the Republic of Moldova; at the counters of the State Enterprise “Poșta Moldovei”; at self-service terminals;
5. The MPay Service does not provide payment by account-to-account transfer (credit transfer). To use this method, the User shall use banking instruments and the relevant bank details provided by the paid service providers;
6. Through the MPay Service, processing is accepted via acquiring bank centers in the Republic of Moldova, for debit/credit cards issued by Visa International Limited and MasterCard Inc.;
7. The card payment method involves redirection through secure channels to the acquiring banks’ portals and does not store sensitive data (such as full card details or cardholder data). Only depersonalized card information is stored within the MPay Service (masked card number — first 6–8 and last 4 digits: XXXXXXXX****XXXX);
8. If an error occurs during the processing of a card transaction, the following causes and solutions apply:
   1. A temporary error occurred during payment processing due to the connection between the MPay Service and the card processing bank.

      Attention! In this case, the transaction amount may have been debited from your card. To resolve the issue, please contact Customer Support suport.mpay@gov.md;

   2. card is not enabled for secure online transactions (e.g., 3D Secure).

      Attention! In this case, the transaction amount has not been debited from your card. To resolve the issue, please contact your card-issuing bank to ensure the card is enabled for such transactions, set up a 3D Secure password for the card used for online payments, or attempt payment using another active card;

   3. The authorization details entered are invalid or incomplete.

      Attention! In this case, the transaction amount has not been debited from your card. To resolve the issue, please enter valid and complete authorization details;

   4. The card does not have sufficient funds to complete the transaction.

      Attention! In this case, the transaction amount has not been debited from your card. To resolve the issue, please top up your card account with the required amount and retry the payment, or use another card with sufficient funds;

9. Payment debiting and transfer represent the movement of financial funds from the accounts of payment service providers to the destination accounts of service providers (payment beneficiaries). Debiting and transfer are performed solely on the basis of electronic confirmation from the payment service providers regarding receipt of the payment;
10. Debiting and transfer of payments to the destination accounts occur daily in accordance with the bank clearing order of the Automated Interbank Payment System (hereinafter — SAPI) of the National Bank of Moldova, as follows:
    1. Payments made between 00:00 and 18:00 are debited and transferred to destination accounts on the same day during the 18:30 clearing cycle (starting at 18:00);
    2. Payments made between 18:01 and 23:59 are debited and transferred to destination accounts on the following day during the 14:30 clearing cycle (starting at 10:00).

       An exception to this rule applies to payments collected through the State Enterprise “Poșta Moldovei”, which are debited on the third business day following collection;

11. On public holidays and non-working days of SAPI, payments are debited and transferred on the immediately following business days;
12. If the destination bank details provided by the payment beneficiary are incorrect, the payments shall be returned to the accounts of the payment service providers through which the payments were made. Re-debiting of such payments shall be initiated after correction of the bank details; therefore, in such cases, the timelines specified in clause 10 shall not apply;
13. Payments once made and transferred in accordance with clause 10 cannot be refunded through the MPay Service. Refunds are the exclusive responsibility of the paid service provider (payment beneficiary); therefore, any refund request shall be addressed directly to the service provider;
14. The paid service provider may refuse a refund based on applicable legal conditions. Specific refund cases shall be presented for each paid service requested by the Payer;
15. As a rule, payments made through the MPay Service are not subject to cancellation. As an exception to this rule, the paid service provider or the Payer may request cancellation of payments made through the MPay Service in the following cases:
    1. obvious technical errors (duplicate payments, evidently excessive amounts, etc.);
    2. inconsistencies in payment messages as a result of deviations from the agreed operational model (e.g., missing confirmation from the payment service provider regarding receipt of the payment);
16. Payment cancellations may be performed only prior to the initiation of the debiting procedure, with at least 30 minutes’ advance notice. When requesting cancellation of collected/refunded payments, the bank clearing order in SAPI (described in clause 10) shall be taken into account;
17. Payments made via the National Instant Payment System of the Republic of Moldova (MIA) — Instant Payments — are irrevocable and cannot be cancelled, as they are processed and transferred instantly and directly to the service provider’s account. In such cases, the Payer shall request cancellation and refund directly from the service provider;
18. For all payment cancellations, both the paid service provider and the Payer shall submit a written request (online or in paper form) for payment cancellation. AGE shall verify compliance with these conditions and authorize the payment cancellation;
19. Where cancellation is authorized, the payment shall be refunded to the Payer as follows:
    1. by the payment service provider in the case of cash payments (bank, cash-in terminal, post office), electronic money, or internet banking;
    2. by the MPay Service in the case of card payment methods;

1. The User confirms that they act personally and are permitted to use the services associated with the MPay Service in accordance with the applicable legal framework;
2. If the User accesses the services associated with the MPay Service on behalf of a natural or legal person (acting, as applicable, on the basis of law, articles of incorporation, a power of attorney, or other authorization), the User confirms that they have valid authority to represent that person and to accept these T&C on that person’s behalf. In such case, the respective natural or legal person shall be deemed to have accepted these T&C;
3. The User undertakes to comply with all instructions, guidelines, and specific policies published by AGE in connection with the MPay Service;
4. Payment shall be made using one of the payment methods selected by the Payer;
5. It is the sole responsibility of the User to ensure that they have sufficient funds to pay the payment note. If payment through the MPay Service is not available, the Payer remains responsible for making payments on time in accordance with the requirements of the legislation of the Republic of Moldova;
6. As a rule, payment is made based on the number of the MPay document referred to as the “Payment Note” or the number of the application submitted and created by the paid service provider. The MPay Payment Note is an electronically signed document issued in accordance with Law No. 124/2022 on electronic identification and trust services;
7. A completed payment is confirmed by the MPay Service through a document entitled “Confirmation of Payment of the Payment Note”, electronically signed in accordance with Law No. 124/2022 on electronic identification and trust services. This document has legal validity and may be presented upon request to confirm payment and other details of the payment made by the Payer;
8. The Payer agrees that the debit/credit card details provided must be correct and accurate and that they will not use a debit/credit card that they do not legally own or whose use is not authorized by the lawful owner. The Payer further agrees and undertakes to provide correct and valid debit/credit card details;
9. The Payer authorizes the debiting of the designated card for the selected payment, together with any applicable fees, where applicable;
10. The Payer is responsible for ensuring that sufficient funds are available in the designated card account at the time of payment in order to allow completion of the payment transaction;

1. The User shall comply with the applicable legislation and shall not interfere with the operation of the MPay Service;
2. Any activity by the User that may affect the operation of the electronic service, the security of the shared information system through which it is provided, or that may infringe the rights of other users is prohibited;
3. The User undertakes:
   1. not to interfere with servers or networks related to the services associated with the MPay Service, including through spam attacks, denial-of-service attacks, or any other actions that could affect availability and security;
   2. not to impersonate another person while using the MPay Service;
   3. not to develop or use software applications, devices, scripts, bots, or other automated technologies to access, copy, or collect data from the MPay Service without authorization or to perform scraping operations;
   4. not to attempt reverse engineering, including decompiling or disassembling components of the MPay Service;
   5. not to obtain or attempt to obtain unauthorized access to the services, servers, network, or data of the MPay Service;
   6. not to upload content that is harmful to children, threatening, abusive, harassing, torturous, defamatory, libelous, vulgar, obscene, invasive, or that incites racial, ethnic, or other forms of hatred;
   7. not to use the MPay Service for illegal, discriminatory, fraudulent, or abusive purposes, nor to submit false or unfounded complaints/claims intended to disrupt its operation;
   8. not to upload, post, send by email, or otherwise transmit any material containing viruses or other computer code, files, or programs designed to interrupt, destroy, or limit the functionality of the MPay Service or of any other associated software, hardware, or telecommunications equipment;
   9. not to use the MPay Service for the purpose of obtaining financial or similar benefits, unless expressly authorized by AGE;
   10. to promptly report to the Customer Support Service any security vulnerability, incident, or suspicious activity observed in connection with the MPay Service;
4. Compliance with payment deadlines / settlement of obligations is the sole responsibility of the Payer (the obligor), unless otherwise provided by law;
5. In order to use the MPay Service, the Payer may be required to provide certain information, such as calendar dates, amounts, payer information, identification, contact details, etc., as part of the payment processing procedure. Where the entry of data required for payment processing is necessary, full responsibility for the accuracy and correctness of the entered information rests entirely with the Payer;

AGE may send notifications, including service announcements or notifications regarding amendments to the T&C, via email, postings on the website dedicated to the MPay Service, or through other notification methods currently available or developed in the future. The User consents to receiving such notifications.

1. Access to the functionalities of the MPay Service is free of charge for the User, except for paid services regulated by normative acts and by these T&C governing the use of the MPay Service;
2. Fees related to payments are established by Government Decision No. 712/2020 on the governmental electronic payment service (MPay). Fees apply to payments made with payment cards until a new percentage rate is established in accordance with the applicable legislation;
3. AGE reserves the right to revise its pricing policy regarding access to and use of the MPay Service, subject to corresponding amendments to the regulatory framework. Payment-related fees are established by Government Decision No. 712/2020 on the governmental electronic payment service (MPay);
4. AGE provides the MPay Service to the Payer (natural person) free of charge;
5. The fee for payments made by the Payer (natural person) is covered:
   1. in full by the Ministry of Finance (in the case of payments destined for the treasury system of the Ministry of Finance);
   2. by the Paid Service Provider in the case of payments not destined for the treasury system (e.g., payments for services of public legal entities serviced through commercial accounts; payments for services of private legal entities; payments in favor of private legal entities which, within the limits of delegated competences under normative acts, provide public services or hold commercial accounts);
6. In the case of payments made by the Payer (legal entity), regardless of the destination and payment method used, for each transaction the Payer shall pay the payment-related fees as follows:
   1. for each transaction paid with bank cards, fees payable to payment service providers for the collection process: – 0.5% for cards issued by banks in the Republic of Moldova; – 2.4% for cards issued outside the Republic of Moldova;
   2. for each transaction paid through other payment instruments, fees in accordance with the tariffs and conditions established by the payment service providers, without inclusion in the MPay service debit financial flows;
   3. for each transaction paid through the National Instant Payment System of the Republic of Moldova (MIA) – 0.1%, but not more than 0.40 MDL;
   4. for administration, maintenance, support, and technical operations of the MPay Service – 1.20 MDL;
7. In the case of payments made by legal entities, upon request, a fiscal invoice shall be issued for the MPay service fee (1.20 MDL) related to the payment;
8. For the use of the MPay Service, paid service providers who are natural persons and private legal entities shall pay fees in accordance with the tariffs and conditions established by payment service providers, without inclusion in the MPay service debit financial flows:
   1. for each transaction paid in cash, via internet banking, self-service terminals, or electronic wallets – 1%, but not less than 1.00 MDL and not more than 2.5 MDL;
   2. for each transaction paid with bank cards: – 0.5% for domestic cards; – 2.4% for foreign cards;
   3. for each transaction paid through the National Instant Payment System of the Republic of Moldova (MIA) – 0.1%, but not more than 0.40 MDL;
   4. for administration, maintenance, support, and technical operations of the MPay Service – 1.20 MDL;

1. The MPay Service operates in a high-availability (24 hours a day, 7 days a week). The guaranteed period for the agreed level of service availability is subject to the availability of the MPay Service payment methods;
2. AGE shall make reasonable efforts to ensure the availability of the MPay Service;
3. If, at the time of access, one of the MPay Service payment methods is unavailable, or a payment or service provider is unavailable, AGE recommends that the User try another available payment method or another available provider, or attempt payment at a later time after the unavailability issues have been resolved;
4. AGE reserves the right to temporarily suspend access to the MPay Service for planned maintenance works, security updates, or emergency interventions. Where possible, planned interruptions will be notified to users in advance;

1. AGE does not guarantee the absence of errors in the operation of the MPay Service;
2. AGE disclaims any liability for the unavailability of the MPay Service caused by circumstances beyond its control and undertakes to make the necessary efforts to remedy such situations promptly and impartially;
3. AGE shall not be liable for any direct or indirect damages (losses, costs, including legal costs) or damages of any kind that may be incurred or suffered by the User as a result of using the MPay Service;
4. The MPay Service is a complementary service to the paid services provided by public and private service providers, and the legal relationships regarding the provision of the MPay Service are governed by contracts/agreements concluded with such providers. Consequently, any petition, complaint, or claim regarding payment execution shall be submitted to the respective service provider, which, in turn, will involve AGE in the examination of such petitions, complaints, or claims;

1. AGE continuously innovates and develops the services associated with the MPay Service. Therefore, without prior notice to the User, AGE may modify, add, or remove functionalities or features, or temporarily suspend or permanently discontinue the services associated with the MPay Service;
2. The User may stop using the services associated with the MPay Service at any time;
3. AGE may temporarily suspend the User’s access to the MPay Service in the event of a breach of these T&C by the User or in other cases established by the regulatory framework, generally with prior notice;
4. AGE reserves the right to suspend access without prior notice in exceptional situations that pose an immediate and serious security risk to the MPay Service or to other Users;
5. AGE may terminate access due to account inactivity, with prior notification to the User, or in other cases established by the regulatory framework;

1. These T&C shall enter into force upon publication on the website dedicated to the MPay Service;
2. AGE reserves the right to amend the T&C, and the updated version shall be published on the website dedicated to the MPay Service;
3. It is the User’s responsibility to read the T&C prior to initiating the use of the MPay Service;

1. The website dedicated to the MPay Service may contain links or references to other websites considered by AGE to be useful in relation to the content of the MPay Service and which, as applicable, may not be under its control or administration. When using such links or references, the terms of use applicable to those websites shall apply;
2. AGE cannot guarantee or control the timeliness or accuracy of the information available on third-party websites referenced on the website dedicated to the MPay Service;
3. AGE welcomes and supports the linking of other websites to the website dedicated to the MPay Service;
4. You must contact AGE to request explicit permission if you:
   1. users for clicking on a link to the MPay Service;
   2. state that the website is affiliated with or supported (endorsed) by the MPay Service or by AGE;

1. To obtain support in case of deficiencies or issues encountered, to submit suggestions, or to file petitions, please contact the AGE Customer Support Service via the following channels:
   • Telephone: (+373 22) 820 000;
   • E-mail: suport.mpay@gov.md;
2. For requests submitted by email, the MPay Service support team will make every effort to provide a response within no more than 10 business days. If you do not receive a response within this timeframe and the matter does not allow for delay, please resend your message, and our team will reprioritize your request;

1. The User may submit electronically any petition to notify AGE of issues related to the use of the MPay Service or its dedicated website, which may be sent:
   • via the Platform for Supporting Participatory Democracy or (eDemocrație)
   • by email to: office@egov.md;
2. AGE is obliged to resolve your petition within no more than 30 (thirty) calendar days, in accordance with the provisions of the Administrative Code of the Republic of Moldova No. 116/2018;