Code of Conduct

How we expect everyone to behave on the monobank.com website, inside the MONOBANK mobile application, and in any direct communication with our team.

This Code of Conduct sets out the standards of behavior that apply to anyone who uses the monobank.com website, the MONOBANK mobile application, or who contacts us through email, support, partnerships, careers, or any other channel we operate.

It applies equally to everyone — customers, prospective customers, candidates, partners, and visitors — and to our own team in their interactions with you.

Our commitment

MONOBANK is built around clarity, control, security, and customer trust. We do not just expect those values from you; we hold ourselves to the same standard.

You can expect us to be respectful, accurate, and useful in our communications, to take security and privacy seriously, and to act in good faith. If we get something wrong, we want to know, and we want to fix it.

What we ask of you

When using the Services or contacting us, please:

  1. communicate respectfully with our team, our partners, and other users;
  2. provide accurate information when registering, verifying your identity, or contacting support;
  3. respect the security of the Services, your account, and your device;
  4. follow any instructions and limits set by our licensed partners for regulated products you use through the app;
  5. report concerns, vulnerabilities, or suspected abuse to us promptly so we can act on them.

What is not acceptable

We do not tolerate the following on the website, in the app, or in communication with us:

  • harassment, threats, intimidation, hate speech, or discrimination of any kind, including against our team, our partners, or other users;
  • abusive, offensive, or sustained disruptive behavior toward our support, partnership, careers, or operations channels;
  • fraud, impersonation, identity misuse, or any attempt to obtain access to an account that is not yours;
  • attempts to gain unauthorized access to our systems, to bypass security or rate-limiting controls, or to interfere with the operation of the Services;
  • using the Services to carry out, fund, or facilitate illegal activity, including money laundering, terrorism financing, or sanctions evasion;
  • uploading, transmitting, or sharing content that is unlawful, infringing, deceptive, malicious, or designed to harm other users.

These are the same standards reflected in the Terms of Service and the Privacy Policy.

What you can expect from us

We commit to:

  • treat every person who contacts us with respect and care, including when we have to say no;
  • protect your personal information in line with the Privacy Policy and applicable law;
  • be honest about what is currently available, what is planned, and what depends on regulatory or partner readiness;
  • act on credible reports of unacceptable behavior, fraud, or security risk, and take corrective action where it is within our control.

Reporting a concern

If you experience or witness behavior that breaches this Code, or you would like to flag a security, fraud, or safety concern, please contact us at hello@monobank.com.

We treat reports confidentially. We may need to share information with a licensed partner, a service provider, or a competent authority where it is necessary to investigate or respond to a serious issue.

Enforcement

Where this Code is breached, we may take any of the following actions, depending on the severity and context:

  1. ask the person involved to stop the behavior;
  2. limit, suspend, or close access to the Services, in coordination with our licensed partners where a regulated product is involved;
  3. decline future enquiries or engagement;
  4. report the matter to the relevant authority where we are required, or where it is appropriate, to do so.

We apply this Code consistently and proportionately. If you disagree with an action we have taken, you can ask us to review it by contacting hello@monobank.com.

Updates

We may update this Code from time to time to keep it aligned with how we work. When we do, we will update the date at the top of this page.

Contact

Questions about this Code can be sent to hello@monobank.com.