These Terms and Conditions ("Terms") govern your use of the Glana platform, including the websites glana.am, app.glana.am ("Glana Restaurants") and tickets.glana.am ("Glana Tickets"), operated by "Glana" LLC, a limited liability company registered in the Republic of Armenia ("Glana", "we", "us").
By accessing or using any part of the platform — whether as a restaurant guest, a ticket buyer, a restaurant partner, or an event organizer — you agree to be bound by these Terms. If you do not agree, do not use the platform.
These Terms consist of a General Part applicable to both products, Schedule A (Glana Restaurants), and Schedule B (Glana Tickets). In case of conflict, the relevant Schedule prevails over the General Part for that product.
General Part
1. About Glana
"Glana" LLC is registered in the Republic of Armenia at: Yerevan, Kentron Administrative District, Byron Street, building 1/1, apartment 12, postal code 0009. Contact for legal notices: legal@glana.am.
2. The Platform and scope of these Terms
Glana operates a technology platform. These Terms apply to two products:
- Glana Restaurants (app.glana.am) — a QR-based pay-at-table service allowing restaurant guests to view their bill, split it, and pay from their own device;
- Glana Tickets (tickets.glana.am) — an online ticketing service for concerts, cinema, festivals, and private events.
Other Glana products and services, including table reservations and tipping, are governed by their own terms, which are made available at the point of use. These Terms do not apply to them.
Glana is a technology company. Restaurants and event organizers (together, "Merchants") remain solely responsible for the goods, services, and events they offer. Glana does not produce, provide, or organise food, beverages, or events, and does not control their quality or delivery.
3. How sales work
Glana concludes sales through the platform under civil-law agreements with the relevant Merchant. The contract for the food, beverages, services, or event is concluded between you and the Merchant. The Merchant is the provider and is responsible for the quality, accuracy, and delivery of what it offers.
Glana's income consists solely of the commission agreed with the Merchant under a separate agreement. No commission or fee is charged to you, except as expressly set out in Section B7 (resale).
4. Payments
Card payments and digital wallet transactions are processed through the hosted payment infrastructure of licensed payment providers connected to the platform. All card transactions are protected by mandatory 3-D Secure authentication.
Glana does not collect, store, or have access to your full card number, CVV, or other payment credentials. All card data is handled exclusively by the certified infrastructure of the relevant licensed payment provider.
A payment is final once confirmed by the payment provider. If a payment fails, no funds are debited. The available payment methods are displayed at checkout and may vary by venue and product.
5. Fiscal Receipts
For each completed transaction, a fiscal receipt compliant with the Republic of Armenia's electronic cash register (E-HDM) requirements is generated under the relevant Merchant's taxpayer identification number through licensed Armenian fiscalisation providers.
6. Prices and Fees
All prices displayed on the platform are set by the Merchant and include all applicable taxes. Glana does not add any service fee, booking fee, or processing fee on top of the displayed price. The amount you see is the amount you pay. The only exception is the resale fee set out in Section B7, which applies solely if you choose to resell a ticket you have bought.
7. Eligibility
The platform is available to persons who have the legal capacity to enter into binding agreements under the law of the Republic of Armenia. Persons under 18 may use the platform only within the limits of their legal capacity and, where required, with the consent of a parent or guardian. Age restrictions applicable to specific goods, events, or venues are set and enforced by the relevant Merchant.
8. Acceptable Use
You agree not to: (a) use the platform for any unlawful purpose; (b) interfere with, disrupt, or attempt to gain unauthorised access to the platform or its related systems; (c) use automated means to access the platform other than standard web browsers; (d) circumvent any technical or security measure of the platform; (e) use the platform in connection with goods, services, or activities that are unlawful, restricted, or prohibited under applicable law or under the rules of the payment providers and card schemes.
Glana may decline, delay, or reverse a transaction where this is required by a payment provider, by card scheme rules, or by applicable law, including requirements relating to sanctions and the prevention of money laundering, or where there are reasonable grounds to suspect fraud or abuse.
9. Suspension of Access
Glana may suspend or restrict access to the platform, or to a Glana Tickets account, where there are reasonable grounds to believe that Section 8 has been breached, that fraudulent or unauthorised activity has occurred, or where suspension is required by law or by a payment provider.
Where practicable, we notify you before suspension and state the reason. Suspension does not affect refunds already due to you, tickets already validly issued, or your right to complain under Section 15.
10. Intellectual Property
All software, content, design, trademarks, and branding on the platform are the property of "Glana" LLC or its licensors. No part of the platform may be copied, reproduced, distributed, or used to create derivative works without prior written consent of Glana.
11. Availability and Maintenance
Glana applies commercially reasonable efforts to keep the platform operational and available. Scheduled maintenance is carried out, wherever practicable, outside peak service hours, and Merchants are given advance notice of planned maintenance expected to cause material interruption.
Glana does not guarantee uninterrupted operation. Technical faults, connectivity failures, or failures of third-party providers (including payment, POS, and hosting infrastructure) may cause temporary unavailability. To the extent permitted by law, Glana is not liable for losses caused by such unavailability, subject to Section 12. Where a Merchant has agreed a service level with Glana in its separate agreement, that service level applies to that Merchant in place of this Section.
12. Limitation of Liability
To the maximum extent permitted by applicable law:
- Glana is not liable for the quality, safety, accuracy, or delivery of goods, services, or events provided by Merchants;
- Glana is not liable for indirect, incidental, or consequential damages, or loss of profit.
Glana's total aggregate liability arising out of or in connection with these Terms shall not exceed:
- for guests and ticket buyers — the amount of the transaction giving rise to the claim;
- for Merchants — the total commission received by Glana from that Merchant in the three (3) months preceding the event giving rise to the claim, unless a different limit is agreed in that Merchant's separate agreement with Glana.
Refunds that Glana is required to make under Sections A3, B4 and B5 are performance of Glana's own obligations under these Terms and are not limited or reduced by the caps set out above.
Nothing in these Terms excludes or limits liability that cannot be excluded or limited under the mandatory law of the Republic of Armenia, including liability for intent or gross negligence.
13. Force Majeure
Neither party is liable for failure or delay in performing its obligations where caused by circumstances beyond its reasonable control, including natural disasters, fire, war, civil unrest, acts of public authorities, failures of electricity or telecommunications networks, or failures of payment, banking, or hosting infrastructure. The affected party shall notify the other party without undue delay and resume performance as soon as reasonably practicable. This Section does not affect your right to a refund of money paid for goods, services, or events that are not provided, as allocated between Glana and the Merchant in Sections A3, B4 and B5.
14. Personal Data
Glana processes personal data in accordance with its Privacy Policy and the Law of the Republic of Armenia "On Protection of Personal Data". The Privacy Policy forms an integral part of these Terms.
15. Complaints
Complaints may be submitted to legal@glana.am. Glana acknowledges receipt within 3 business days and provides a substantive response within 15 business days. Where a complaint concerns goods, services or an event, Glana will identify the responsible Merchant and, where appropriate, assist in directing the complaint to them.
16. Changes to these Terms
We may amend these Terms from time to time. The current version is always published on this page with its effective date. Material changes affecting Merchants or registered users of Glana Tickets will be notified by email or in-product notice at least 15 days before taking effect. Continued use of the platform after changes take effect constitutes acceptance. Changes do not apply retroactively to transactions already completed.
17. Language
These Terms are published in English, Russian and Armenian. The English version is the original and governing text. In the event of any discrepancy, inconsistency, or difference of interpretation between versions, the English version prevails, except where mandatory law of the Republic of Armenia requires otherwise.
18. Governing Law and Disputes
These Terms are governed by the laws of the Republic of Armenia. The parties shall attempt to resolve any dispute through negotiation before commencing proceedings. Failing resolution, disputes shall be referred to the competent courts of the Republic of Armenia. This does not deprive consumers of protections granted by mandatory consumer protection law.
19. General Provisions
Priority of Merchant agreements. Where a Merchant has entered into a separate written agreement with Glana, that agreement prevails over these Terms in the relationship between Glana and that Merchant, including as regards service levels, settlement, deductions, and the allocation of refund and chargeback costs. These Terms continue to govern the relationship between Glana and guests and ticket buyers, and nothing in a Merchant agreement reduces the rights of guests and ticket buyers under these Terms or under mandatory law.
Severability. If any provision of these Terms is held invalid or unenforceable, that provision applies to the maximum extent permitted, and the remaining provisions remain in full force and effect.
Entire agreement. These Terms, together with the Privacy Policy and the applicable Schedules, constitute the entire agreement between you and Glana in relation to the products they cover, and supersede any prior understandings on that subject matter, subject to the paragraph on priority of Merchant agreements above.
No waiver. A failure to enforce any provision of these Terms does not constitute a waiver of the right to enforce it later.
Assignment. Glana may transfer its rights and obligations under these Terms to an affiliate or to a successor in the course of a reorganisation or corporate transaction, provided that this does not reduce your rights under these Terms.
Glana Restaurants (app.glana.am)
A1. How it works
By scanning a QR code at the table, you can view the bill for your table, split it with other guests, and pay from your own device. No registration or account is required.
Menu items, prices, and bill contents originate from the restaurant's point-of-sale system. The restaurant is responsible for the accuracy and completeness of that data; Glana is responsible for transmitting and displaying it as received from the restaurant's system.
A2. The restaurant is the provider
The restaurant provides all food, beverages, and services, and is your counterparty for them. Any complaint regarding the quality, composition, preparation, or service of your order should be addressed to the restaurant in the first instance.
Where an item is subject to an age restriction under the law of the Republic of Armenia, including alcoholic beverages, verification of the guest's age is carried out by the restaurant at the point of service. The platform transmits the order and the payment and does not identify the person placing the order or their age.
A3. Refunds
Disputes about food or service quality. Refund decisions rest with the restaurant. On request, Glana passes the request to the restaurant and mediates in good faith. Glana notifies the restaurant through at least two channels (the operator dashboard and the registered email address).
For the purposes of this Section, settlement means completion of the periodic account settlement with the restaurant under its separate agreement with Glana.
Before settlement. If the restaurant agrees to the refund, or does not respond within 10 business days of notification, Glana processes the refund to your original payment method, provided that settlement in respect of that payment has not yet been completed.
After settlement. Once settlement in respect of that payment has been completed, responsibility for the refund lies with the restaurant alone. In that case Glana will inform you that settlement has taken place, pass your request to the restaurant, and provide the transaction records you need in order to pursue it.
Technical errors. Duplicate or erroneous charges identified through Glana's automated daily reconciliation, or reported by you, are refunded by Glana directly, without any need to contact the restaurant and irrespective of whether settlement has taken place.
Refunds are returned to the original payment method. Crediting times depend on your card-issuing bank or payment provider.
A4. Chargebacks
If you initiate a chargeback through your card issuer or payment provider, Glana will respond in accordance with the procedures of the relevant payment provider and card schemes, and will provide transaction records as required. Where the underlying goods or services were provided as ordered, we encourage you to contact the restaurant or Glana first — most issues are resolved faster this way.
Glana Tickets (tickets.glana.am)
B1. Account
Purchasing tickets requires an account verified by a one-time code sent to your phone number or email address. You are responsible for keeping your account credentials and devices secure. Notify us immediately at legal@glana.am of any suspected unauthorised use.
B2. The organizer provides the event
The event organizer is solely responsible for the event, including its content, schedule, venue, admission rules, and any age or entry restrictions, and is your counterparty for the event itself. Glana sells tickets under its agreement with the organizer but does not organise, host, or control events.
B3. Your ticket
Your ticket is a personal QR code issued to the buyer of record. The QR code held by the buyer of record is the only valid entry credential. Do not share images of your QR code publicly — anyone holding the code may be able to use the entry.
B4. Delivery of your ticket
Tickets are delivered by email and are also available in your account on the platform. If you have not received your ticket within 30 minutes of a successful payment, check your account first, then contact legal@glana.am. If a ticket cannot be delivered for technical reasons, Glana will either reissue it or refund the payment in full.
B5. Event cancellation and rescheduling
If an event is cancelled by the organizer, Glana refunds the full amount paid for the ticket through the platform, to the original payment method. Refunds are initiated by Glana without any action required from you, normally within 7 business days of the official cancellation.
Where a ticket was resold through Glana's in-platform resale marketplace, the refund is made to the current buyer of record — the person who last paid for that ticket through the platform — in the amount that person actually paid through the platform. Amounts already settled in respect of that ticket to a previous seller are subject to reversal.
Where a ticket was sold or transferred outside the platform, Glana refunds the person who originally paid Glana for it, and bears no obligation towards any subsequent holder.
If an event is rescheduled, your ticket remains valid for the new date. If you cannot attend the new date, you may request a refund within the window communicated for that event.
B6. Fees
The ticket price displayed at checkout is final. When you buy a ticket, Glana does not add any booking, service, or processing fee on top of the displayed price. The amount you see is the amount you pay.
The only amount Glana charges to a buyer is the resale fee under Section B7, which applies solely if you choose to resell a ticket you have bought, is deducted from the proceeds payable to you as the seller, and is shown to you before you confirm the listing.
B7. Transfers and resale
- Transfers (gifting): not currently supported. Tickets are issued to the buyer of record.
- Resale: tickets may be resold only through Glana's official in-platform resale marketplace, and only where resale is available for the relevant event. You set the listing price, subject to any limits displayed at the time of listing. The new buyer pays only the listed price and no additional fee.
- Resale fee: a fee of 10% of the resale price applies and is deducted from the proceeds payable to you as the seller. The fee amount and the net amount you will receive are displayed before you confirm the listing.
- Completion: upon completed resale, the entry credential is reissued to the new buyer of record and your original QR code is voided. The resale fee is withheld and settlement of the remaining amount with you as the seller takes place after the resale is completed.
- Cancellation of a resold ticket: if the event is cancelled, Section B5 applies and amounts settled to you as a previous seller of that ticket are subject to reversal.
- Off-platform resale. Tickets sold or transferred outside the platform cannot be revalidated, and the original QR code remains the only valid credential. Glana bears no responsibility for tickets acquired outside the platform, cannot refund them, and cannot guarantee admission on their basis.
B8. Admission
Admission to the venue is subject to the organizer's and the venue's rules, including any age restrictions. Glana is not liable for refusal of entry due to violation of those rules, late arrival, or tickets not purchased through the platform.
Contact
"Glana" LLC
Yerevan, Kentron Administrative District, Byron Street, building 1/1, apartment 12, 0009, Republic of Armenia
Email: legal@glana.am