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 all 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
Glana operates a payment and ticketing technology platform comprising 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.
Glana is a technology platform and payment facilitator. Restaurants and event organizers (together, "Merchants") remain solely responsible for the goods, services, and events they offer. Glana does not sell food, beverages, or events and is not a party to the contract between you and the Merchant for those goods or services.
3. Payments and Merchant of Record
Glana acts as the merchant of record for payments made through the platform. Funds paid by guests and ticket buyers are received into Glana's merchant account and subsequently settled to the relevant Merchant, net of Glana's platform commission, under Glana's agreement with that Merchant.
Accepted payment methods: Visa, Mastercard, Apple Pay, and Google Pay, processed through the hosted payment infrastructure of "Ameriabank" CJSC (VPOS). 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 raw payment credentials. All card data is handled exclusively by Ameriabank's certified payment infrastructure.
A payment is final once confirmed by the payment processor. If a payment fails, no funds are debited.
4. 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.
5. 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. Glana's platform commission is charged to the Merchant under a separate agreement and does not affect the price displayed to you.
6. Acceptable Use
You agree not to: (a) use the platform for any unlawful purpose; (b) attempt to interfere with, disrupt, or 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.
7. 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.
8. Availability
We aim to keep the platform available at all times but do not guarantee uninterrupted operation. Scheduled maintenance, technical faults, or failures of third-party providers (including payment and hosting infrastructure) may cause temporary unavailability. To the extent permitted by law, Glana is not liable for losses caused by platform downtime.
9. 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 to any user arising out of or in connection with these Terms shall not exceed the total amount of payments processed by Glana for that user in the thirty (30) days preceding the event giving rise to the claim.
Nothing in these Terms excludes liability that cannot be excluded under the mandatory law of the Republic of Armenia, including liability for intent or gross negligence.
10. 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.
11. 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 registered users of Glana Tickets will be notified by email or in-product notice. Continued use of the platform after changes take effect constitutes acceptance.
12. Governing Law and Disputes
These Terms are governed by the laws of the Republic of Armenia. Any dispute arising out of or in connection with these Terms shall be resolved by the competent courts of the Republic of Armenia. This does not deprive consumers of protections granted by mandatory consumer protection law.
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 are transmitted from the restaurant's point-of-sale system and are the sole responsibility of the restaurant.
A2. The restaurant is the seller
The restaurant is the seller of all food, beverages, and services. Any complaint regarding the quality, composition, preparation, or service of your order should be addressed to the restaurant in the first instance.
A3. Refunds
- Disputes about food or service quality: refund decisions rest with the restaurant. Glana will, on request, mediate in good faith between you and the restaurant. If the restaurant consents to a refund, or fails to respond to Glana's mediation request within 5 business days, Glana will process the refund to your original payment method and recover the amount from the restaurant.
- Technical errors (e.g. duplicate charge): Glana monitors transactions through automated daily reconciliation. Duplicate or erroneous charges identified by Glana or reported by you are refunded by Glana directly, without any need to contact the restaurant.
Refunds are returned to the original payment method. Crediting times depend on your card-issuing bank.
A4. Chargebacks
If you initiate a chargeback through your card issuer, Glana will respond in accordance with the procedures of Ameriabank and the card schemes. Initiating a chargeback for a transaction you authorised, where the goods or services were provided, may constitute payment fraud.
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 is the event provider
The event organizer is solely responsible for the event, including its content, schedule, venue, admission rules, and any age or entry restrictions. Glana sells tickets on behalf of the organizer as merchant of record but does not organise 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 with the code may be able to use the entry.
B4. Event cancellation
If an event is cancelled by the organizer, Glana refunds the full face value of your ticket to your original payment method. Refunds are initiated by Glana without any action required from you, normally within 7 business days of the official cancellation.
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.
B5. No buyer fees
The ticket price displayed at checkout is final. Glana does not charge any booking, service, or processing fee to ticket buyers.
B6. 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. Upon completed resale, the entry credential is reissued to the new buyer of record.
- Off-platform resale is prohibited. Tickets sold or transferred outside the platform may be invalidated without compensation, and entry may be refused.
B7. Refusal of entry
Admission to the venue is subject to the organizer's and the venue's rules. Glana is not liable for refusal of entry due to violation of those rules, late arrival, or invalid (including off-platform purchased) tickets.
Contact
"Glana" LLC
Yerevan, Kentron Administrative District, Byron Street, building 1/1, apartment 12, 0009, Republic of Armenia
Email: legal@glana.am