Terms and conditions

Last updated: November 2, 2023 Download


  Please read these terms and conditions carefully!!!
They contain important information on how to use mpay

    1. These Terms and Conditions apply to the users who make payments through the Government Electronic Payment Gateway (hereinafter - MPay).
    2. MPay was established through the Government Decision no. 712 of September 23, 2020 on the Government e-Payment Gateway (MPay) as a single mechanism for cashing and distributing payments.
    3. MPay is an informational, financial and contractual gateway for the service providers (hereinafter – SP) and the payment service providers (hereinafter – PP), the National Bank of Moldova and the Ministry of Finance.
    4. MPay© is a trademark registered by the State Agency on Intellectual Property and protected by the intellectual property legislation.
    5. e-Governance Agency (hereinafter – e-Gov Agency) is the owner of and operates MPay in accordance with the Government Decision no. 712 of September 23, 2020 on certain measures to implement the MPay Government e-Payment Gateway.
    6. MPay Beneficiaries are SP (e.g. state bodies, ministries, services, agencies etc.) or other direct beneficiaries of payments.
    7. MPay Users are all the payers who make payments for selected services, taxes, dues, fees, fines, private services etc. Users can be both individuals and legal entities conditioned, however, on the selected payment method (see details about payment methods below).
    8. MPay was developed and extended for SP both as part of various governmental portals and as a stand-alone service, enabling individuals and legal entities to make payments for public services, such as taxes, dues, fines, entry visa etc.
    9. MPay provides benefits for payers, giving them the freedom and convenience of choosing any payment method legally available in the Republic of Moldova (credit/debit cards, internet banking, electronic money or cash) without any additional fees, and also for service providers (public authorities), given that MPay is integrated with 16 PP, including 9 financial institutions, SOE Posta Moldovei, cash terminals and issuers of electronic money. Although initially designed to pay for public services, in 2015 the Government detected a strong potential in the private sector and today MPay is already available for the private companies, and also can be used to pay for utilities and, in general, for electronic trading.
    10. These Terms and Conditions, as well as the content of the web portal mpay.gov.md are available in Romanian, English and Russian. The translation is unofficial and just for the convenience of the users. The translations of the Terms and Conditions should be interpreted in accordance with the Romanian version, which will prevail in the event of any discrepancy between the Romanian version and its translation (English or Russian).
    1. By making a payment through MPay, the payer will be deemed to have accepted these Terms and Conditions and to have agreed to the processing and storage of personal data under the Law no.133 of July 8, 2011 on personal data protection, which may be challenged in the manner prescribed by law.
    2. If payments are made through mpay.gov.md, the payer will agree to these Terms and Conditions and will consent to the processing and storage of the personal data by ticking the „I agree” checkbox.
    1. MPay can be used either online or offline– depending on the preferred payment method.
    2. In case of choosing the online payment method, the payer will use the mpay.gov.mdportal. This can be done either with or without authentication. The authentication allows for making a payment without entering the security code (captcha) and for searching certain payments without entering the payment identification codes.
    3. It is recommended to access the mpay.gov.md sportal through the latest three versions of the most popular browsers (Chrome, Edge, Safari, Firefox). The portal can be accessed both from desktop and mobile devices (with the operating systems iOS, Android, Windows).
    4. If the offline payment method is preferred, the payer will access MPay by physically visiting the PP offices/terminals.
    1. The payments through MPay can be made using any of the following methods provided by PP:
      1. debit /credit VISA or Master Card (online);
      2. Google Play and Apple Pay (online);
      3. internet banking in the banks of the Republic of Moldova (online);
      4. electronic money through digital wallet (online);
      5. cash (offline):
        • banks in the Republic of Moldova;
        • the branches of SOE Posta Moldovei;
        • cash-in terminals.
    2. Legal entities have the possibility to pay with the instruments:
      1. by debit/credit card (individual) or VISA or Master Card business card (online);
      2. Google Play and Apple Pay (online);
      3. through internet banking at banks: Moldinconbank; Victoriabank; Comertbank (online);
      4. in cash (offline);
    3. The available PP are displayed on the portal mpay.gov.md under the Implementation Partners section.
    4. To choose the payment method and PP is the exclusive responsibility and right of the payer. e-Gov Agency however advocates for the electronic payments and encourages payers to use the online methods of payment.
      Attention! In MPay payments cannot be made through transfers from one account to another (credit transfer). To use this method, the user will use the banks’ instruments and the necessary bank details received from SP.
      Attention!      In MPay payments cannot be yet made with the bank card:
      • to providers of paid services from the private sector.
    1. MPay accepts debit/credit cards fromVisa International Limited, MasterCard Inc. to be processed by the acquiring banks in the Republic of Moldova.
    2. The payer agrees that the debit/credit card details provided by him/ her must be correct and accurate and that the payer shall not use a debit/ credit card that is not lawfully owned by him/ her or the use of which is not authorized by the lawful owner thereof. The payer further agrees and undertakes to provide correct and valid debit/credit card details.
    3. The payer guarantees, agrees and confirms when he/she initiates an online payment transaction and provides his/her card details.
    4. The payer authorizes debit of the nominated card for the selected payment along with the applicable fees.
    5. The payer is responsible to ensure that sufficient credit is available on the nominated card at the time of making the payment to allow for the completion of the payment transaction.
    6. The payment with a bank card involves redirecting through secure channels to the gateways of the acquiring banks without storing sensitive data (such as open data about the card or the cardholder). MPay stores only anonymized card information (masked card number – the first 6 and the last 4 digits: XXXXXX******XXXX).
    7. If an error occurs during the processing of the transaction with the bank card, the following clauses and solutions shall apply:
      • a temporary error occurred during payment processing caused by the connection between MPay and the acquiring bank. Attention! The amount of this transaction could have been withdrawn from the card. To solve this issue, please contact Customer Support Service;
      • the card is not activated for secure online transactions (e.g. 3D Secure). Attention! The amount of this transaction has not been withdrawn from the card. To solve this issue, please contact your card issuing bank to make sure that your card has been activated for such operations, try to set the 3D Secure password for the card you are using to make the online payment or try to complete the payment with an active card;
      • the login data are invalid or incomplete. Attention! The amount of this transaction has not been withdrawn from your card. To solve this issue, please enter valid and complete login data;
      • you have insufficient funds on your card. Attention! The amount of the transaction has not been withdrawn from your card. To solve this issue, please credit the needed amount to your card account and repeat the payment operation or try to complete the payment using a card with sufficient funds.
    1. To make a payment, as a rule, the payer must enter the number of the MPay Invoice or the number of the inquiry submitted to SP. The MPay Invoice is a document signed electronically under the Law no.124 of May 19, 2022 on electronic identification and trust services.
    2. To make the payment, the payer can choose one of the available payment methods.
    3. It is the sole responsibility of the payer to make sure that sufficient funds are available to pay the Invoice. If payment through MPay is not possible, the payer is still responsible to make the payments on time as required by the legislation of the Republic of Moldova.
    4. Once the payment is made, MPay will confirm it by generating a „Payment Confirmation” receipt signed electronically under the Law no.124 of May 19, 2022 on electronic identification and trust services. This receipt is legally valid and can be shown upon request to confirm the payment and other payment details.
    1. The direct debit and transfer of the paid amounts means the movement of funds from the PP account to the destination accounts of SP (beneficiaries of payments). The direct debit and transfer of the paid amounts is possible only based on PP’s electronic payment confirmation receipt.
    2. The direct debit and transfer of the paid amounts to the destination accounts takes place on a daily basis in accordance with the bank clearing sessions of the NBM’s automated interbank payment system (hereinafter - AIPS) as follows:
      • the payments made between 00:00 am and 6:00 pm will be withdrawn and transferred to the destination accounts on the same day through the 6:30 pm clearing session (starts at 6:00 pm);
      • the payments made between 6:01 pm and 11:59 pm will be withdrawn and transferred to the destination accounts on the next day through the 2:30 pm clearing session (starts at 10:00 am). Exception to this rule is the payments received through the "Î.S. Posta Moldovei" which is debited on the third working day from encashment start.
    3. If payments are made on holidays and AIPS non-working days, the amounts will be withdrawn and transferred on the next working days.
    4. If the destination bank details indicated by the beneficiary of the payment are incorrect, the paid amounts will be returned to the accounts of the PP through which the payment has been collected. The repeated debit of these amounts will be initiated only after the bank data has been corrected. In this case, therefore, the timing indicated in clause 7.2 will not apply.
    5. To make the payments / discharge from a payment obligation on time is the exclusive responsibility of the payer (the subject of the obligation) unless otherwise stated by the law.
    1. By using MPay the payer agrees not to upload, post, send emails or any content with viruses or other computer codes, files or programs designed to interrupt, destroy or limit the functionality of any software or hardware or telecommunications equipment associated with MPay.
    2. The payer also agrees not to interface with the servers or networks that are related to MPay or to violate any procedure, policy or regulation of the networks related to MPay, including not to:
      • pretend to be another person while using MPay;
      • use MPay for illegal purposes;
      • re-sell or export payment services associated with MPay.
    3. Before using MPay, the payer may be required to provide certain information, such as dates, amounts, payer information, identification, contact details etc. as part of the payment processing process. In this case, the responsibility for the accuracy of the entered data (etc.) lies entirely with the payer.
    4. In case of logging in to the mpay.gov.md portal, the user is responsible for maintaining the confidentiality of any associated login information. The user is also responsible for any operations on his/her account.
    5. The user is advised not to share the login information for mpay.gov.md to a third party. The user will be solely responsible for the consequences of sharing such information.
    1. Today MPay is made available to payers (individuals) by e-Gov Agency free of charge.The fee for making payments is paid entirely either by the Ministry of Finance, in the case of the payments to the treasury system of the Ministry of Finance, or by SP, in the case of payments other than the payments to the treasury system (e.g. for the services of private companies).
    2. In the case of the payments made by payers (legal entities), the related fees will be paid by the payer for each payment. In the case of payments made by legal entities, upon request (as described in clause 15), a tax bill will be issued for the MPay service fee (1.20 MDL) related to the payment.
    3. The payment processing fees are established in the Government Decision no. 712 of September 23, 2020 and are as follows:
      • for every transaction in cash and internet banking – 1%, not less than 1.00 MDL and not more than 2,5 MDL;
      • for every transaction with a bank card:
        0.5% - domestic cards;
        2.2% - foreign cards.
      • for every transaction regardless of the payment method a fee for the MPay platform will be charged – 1.20 MDL.
    4. Similarly, for the MPay online payment method (card, internet banking, electronic money) the payers will pay the fees charged by their internet service providers.
    • Refund
    1. Once made and transferred to PP, the transactions cannot be refunded through MPay, except for the cancellations. The responsibility for the refund of payments lies exclusively with SP (the beneficiary of the payment). Therefore, any request for refund will be addressed to SP.
    2. SP can refuse the refund request under the applicable legislation. Particular refund cases will be provided for every paid service requested by the payer.

      3. Cancellation of payment
    3. As a rule, cancellation of the payments made through MPay is not allowed in order to prevent fraud scenarios, where the payer, while having received the payment confirmation statement and the service, requests the cancellation of the payment.
    4. As an exception, SP or the payer may request the cancellation of the payments made through MPay in the following cases:
      • obvious technical errors (duplication of payment, seemingly exaggerated amounts etc.);
      • inconsistent payment messages caused by the deviations from the agreed operating model (e.g. PP’s acknowledgment of the receipt of payment is missing).
    5. A payment may be cancelled no later than 30 minutes before the direct debit procedure starts. When requesting the cancellation of the received payments/refunds, the banking clearing sessions in AIPS will be taken into account (as described in clause 7).
    6. Any cancellation of payment will be requested by both SP and the payer in writing (online or on paper). e-Gov Agency will check the compliance with these requirements and will authorize the cancellation of the payment.
    7. After the cancellation is authorized, the payment will be returned to the payer:
      • by PP in the case of the following payment methods - cash (bank, cash-in terminal, post office), electronic money, internet banking;
      • by MPay in the case of the payments made with the bank card.
    1. MPay is a 24/7 service. The guaranteed period for the agreed service availability level is 24 hours per day subject to the availability of the MPay payment methods. This does not include the maintenance works, which normally will be carried out outside working hours, except for emergencies or other unpredictable situations.
    2. If one of the methods or PP is not available for the reasons mentioned above, e-Gov Agency recommends the users to try any other available method or PP or to try to make the payment later after the availability issues will be handled.
    3. If MPay is unavailable, please contact Customer Support Service (clause 15).
    1. The responsibility to connect to MPay and the operational costs thereto lies exclusively with SP.
    2. SP has to make sure that its information system is operational and ready for operation and complies with the legislation.
    3. SP is responsible for obtaining all the approvals required by the applicable legislation and/or any competent authority to be able to provide services and to receive payments for its services.
    4. SP from both the public and private sectors can connect to MPay.
    5. This can be done in two ways:
      • Technical integration of SP’s information system (for generation of invoices) with MPay. In this case the integration will take place in accordance with the technical integration guidelines and with the assistance of e-Gov Agency;
      • If SP does not have an information system, it will connect to MPay through a web interface for invoice generation created by e-Gov Agency on the mpay.gov.md portal.
    6. To connect an SP to MPay, the following steps are necessary:
      • SP will send to e-Gov Agency a request to connect to MPay. The request will indicate the name and contacts of the person responsible for connecting designated by SP;
      • e-Gov Agency will reply to the request providing further technical instructions and contact information. The reply letter will be accompanied by the MPay use agreement/contract to be reviewed and signed by SP;
      • The MPay use agreement/contract will be reviewed and signed by e-Gov Agency;
      • e-Gov Agency and SP will identify the connection method (in accordance with the options in clause 12.5), coordinate and carry out the technical works, including the appropriate testing;
      • Deployment and notification of SP and PP about the new paid service connected to MPay.
    1. By using MPay, the user understands and agrees that all the resources provided by e-Gov Agency are „as are” and „as available”, meaning that e-Gov Agency does not guarantee that:
      • the use of the MPay resources will meet all user’s needs or requirements;
      • the use of MPay resources will be uninterrupted, timely, secure and error-free.
    2. e-Gov Agency does not accept liability for any damage, loss, cost (including legal costs), indirect or consequential losses of any kind which may be suffered or incurred by the payer from the use of MPay.
    3. MPay is complementary to the services provided by public and private SP, and the legal relations for MPay are governed by the contracts/agreements with these SP. Therefore, any claim, complaint, challenges about payments will be sent to SP, which, in turn, will involve e-Gov Agency in dealing with such claims, complaints, or challenges.
    1. These Terms and Conditions are governed by the laws of the Republic of Moldova.
    2. Any dispute or disagreement arising in connection with these Terms and Conditions (including any dispute or disagreement as to the validity of these Terms and Conditions) will be brought and settled in the courts of the Republic of Moldova.
    1. For assistance to pay the MPay invoice or submit a claim, challenge, complaint please contact Customer Support Service using the following channels:
    2. To the requests sent via email the MPay Support Team will make every effort to provide answers within 7 days. If you receive no reply within 7 days, most likely our operators are overly busy and we kindly ask you to send a repeated message if your request cannot be delayed and our team will pick it up.
    3. To get support in case of a deficiency or problem, we recommend you to:
      • notify the MPay team within 180 days after detecting the deficiency/problem;
      • provide all the documents as may be required afterwards by the MPay support team.
    1. MPay processes personal data solely for the purpose of processing payments. The processing of personal data will be initiated upon the request of the payer to make a payment through a preferred method of payment and provider of payment services and entry of the payment identification code.
    2. The following generic personal data are processed through MPay:
      • Individual’s state identification number (IDNP);
      • Individual’s name and surname;
      • Electronic signature (IDNP, email), in case of logging into mpay.gov.md;
      • IP address, in case of using the online payment methods.

      3. Note:Additionally, for some payments other personal data can be processed, e.g. i) for the road tax: the vehicle registration number, the passport number; ii) for the kindergarten fee: the child’s identification number assigned by the kindergarten etc.

    3. The above-mentioned personal data are collected in MPay in two ways:
      • from SP (e.g. State Tax Service, Ministry of Internal Affairs, Agency of Public Services etc.). MPay, in turn, sends this data to the integrated PP (commercial banks, SOE Posta Moldovei etc.). In this case, the processing of personal data is based on the applicable legislation (e.g. Tax Code, Contravention Code etc.);
      • directly from payers who enter them to generate the invoice on the mpay.gov.md portal (e.g. kindergarten fee, road tax, contributions to parents’ associations/foundations etc.). MPay, in turn, sends the above mentioned personal data to the integrated PP (commercial banks, SOE Posta Moldovei etc.). In this case, by entering the personal data and agreeing to the Terms and Conditions, the payer consents to the processing of the personal data by MPay.
    4. MPay will use session cookies that will be deleted automatically after the session has been inactive for 15 minutes. They become no longer accessible until the user unlocks the session by repeatedly going through the identification and login procedures. The session cookies are secured with HTTPOnly and cannot be used by any protocol other than HTTP. This type of cookies allows to be used only by the mpay.gov.md portal and do not involve security or privacy risks for users.
    5. All the payment information that is entered on the mpay.gov.md portal is encrypted and secured to provide secure communications to and from the portal.
    6. MPay does not share personal data with third parties, neither for purposes of marketing or generation of revenue from the use of personal data.
    7. e-Gov Agency guarantees the rights of the personal data holders provided for in the Law no.133 of July 8, 2011 on the protection of personal data.
    8. MPay has been registered by the National Center for Personal Data Protection with the registration number #0000077-004. e-Gov Agency is registered as a personal data operator, which can be verified on the registru.datepersonale.md portal.
    1. The content and information available on the mpay.gov.md portal, which includes, but is not limited to text, graphics, site names, source code, pictures and logos, is the intellectual property of e-Gov Agency and is protected by the applicable copyright and trademark legislation. Any inappropriate use, including, but not limited to the reproduction, distribution, display or sharing of any content from this portal is restricted unless expressly authorized by e-Gov Agency and unless used by journalists, for purposes to promote MPay or for academic purposes
    1. e-Gov Agency reserves the right to change these Terms and Conditions. The current version of the Terms and Conditions will be that published on mpay.gov.md portal. It is the exclusive responsibility of the user to read the Terms and Conditions before using MPay.
  • MPay Provider
    Public Institution ”Electronic Governance Agency”
    IDNO: 1010600034203
    Address: Ștefan cel Mare și Sfânt Boulevard 134, Chisinau mun., MD-2012