Gate to Pay cardholder/e-money Service terms and conditions

Jordanian Elaf for Integrated Solutions Company, licensed by the Central Bank of Jordan, provides prepaid card issuance services and its services according to the following terms and conditions.

By requesting the service and providing the necessary documents and information, your full agreement to the terms and conditions is considered, and the contract becomes effective and binding immediately. You confirm that all information provided is true and accurate. You acknowledge that you are (18) years of age or older, and there are no legal impediments preventing you from obtaining the service according to applicable laws.

Definitions:


  • Company - Service Provider: Jordanian Elaf for Integrated Solutions Company
  • Service(s): Prepaid Card Issuance / Electronic Money
  • Regulatory Authority: Central Bank of Jordan.
  • Customer: Natural person who will open an electronic money account, including a prepaid card, in their name and who agrees to these terms and conditions, and who will be registered in the company's systems.
  • Prepaid Card: A card issued for a specified fee and used by the holder to pay for purchases online or through point-of-sale devices. The Ilaf Jordan Integrated Solutions prepaid card can also be used for cash withdrawals through ATMs and transfers to other customers within Ilaf Jordan Integrated Solutions.
  • Electronic Money: Cash value stored electronically, issued in exchange for receipt of cash in the same currency and value, and serving as a transferable means of payment between the parties involved electronically.
  • Electronic Records: Entries, contracts, or information messages created, sent, received, or stored electronically.

Please read these terms and conditions carefully before using the prepaid card / electronic money service, electronically agreeing to them, or signing the form.

  • The customer acknowledges that all data, information, and documents provided by them are accurate and original. The customer accepts full responsibility for the accuracy and legality of the information provided and any related matters.
  • The customer acknowledges being (18) years of age or older.
  • The customer agrees that the company's electronic records are authentic, documented, final, and binding. The customer has the right to submit a request to object to the reversal of funds paid for any transactions recorded in their account statement within 120 days of the transaction date.
  • The prepaid card / electronic money is strictly personal and cannot be leased or loaned to any other person. The use of the prepaid card / electronic money is limited to the cardholder whose name and signature appear on the paper application. In the case of an electronic application, the cardholder is considered to be the one whose information is displayed in the authenticated electronic request.
  • The company is not liable under any circumstances for any fraud related to the misuse or loss of the prepaid card / electronic money. The cardholder has the right to submit a request for objection and refund of amounts paid for any transactions made on their prepaid card / electronic money. In this case, the cardholder is solely responsible for the expenses related to the objection and refund request and liable for its outcomes.
  • The company undertakes to bear any damage that may be incurred by the customer due to system malfunction or due to any third party dealing with the company's customers on behalf of the company or due to fraud and/or hacking thereof without negligence or contributory negligence by the customer.
  • The company is not responsible for any financial fraud transactions between customers, whether individuals or legal entities, whether inside or outside the Hashemite Kingdom of Jordan. In particular, the company assumes no responsibility for financial transfer transactions involving trading companies located outside the Hashemite Kingdom of Jordan.
  • The cardholder undertakes to use their card responsibly, safeguard its security, and avoid misuse. In case of loss or theft, the cardholder must immediately notify the company or any Mastercard global card center by phone through call centers and customer service. In the event the card is found, the cardholder must notify the company in writing accordingly.
  • The customer agrees to pay issuance fees for the prepaid card / electronic money to Jordanian Elaf for Integrated Solutions Company, in addition to card renewal fees according to the approved commission list by the company.
  • Cards and electronic money accounts are subject to the company's upper limits and financial transaction limits, as determined by its systems, policies, and internal procedures. The cardholder determines the maximum limit for the card / electronic money to be issued or authorized by the company without exceeding the upper limits. Therefore, the cardholder is aware that they must utilize the entire balance on the card / electronic money during the card's validity period.
  • The customer acknowledges and agrees to the company charging a commission from the customer for each transaction or action performed by the customer when using the service. The specified commissions are available on the company's website. The company undertakes to provide the customer with a copy of these commissions in paper or electronic form and inform them of any changes to the commissions through available means at least 30 days before their implementation.
  • The customer acknowledges and agrees that the company reserves the right to modify the terms and conditions related to the service at any time. The customer will be notified of these modifications or updates through the mobile application and the company's website before they become binding on the customer. The customer also agrees to the modification and undertakes to comply with these terms and conditions after their modification if they continue to use the service after these modifications.
  • The cardholder / electronic money account holder acknowledges the company's right to enforce its instructions related to the prepaid card issued by Mastercard / Visa International.
  • This request is subject to the applicable laws, regulations, systems, and instructions in the Hashemite Kingdom of Jordan, as well as the laws, regulations, and instructions governing their relationship with the company, especially the instructions issued by the Central Bank of Jordan regarding foreign currency control and any amendments thereto from time to time, and in any agreement or other document related to the card issuance.
  • The customer authorizes the company, in case of objecting to any transactions on the card / electronic money account, to charge a fee (objection fees: 5 Jordanian Dinars or as per the approved commission list). If it is proven that the objection is incorrect and without the need for prior approval from the customer, considering it as their agreement to the aforementioned.
  • Upon requesting a withdrawal of the card / electronic money account balance, the company will provide the value within four working days, and the customer does not have the right to claim the value or object before the expiration of the above period.
  • The customer will be notified of transactions made on their personal account through a text message upon any financial transaction. The customer can also track financial transactions through the application, and the customer has the right to request an account statement from the company at any time.
  • The company's website includes all commissions and fees imposed by the company, which the customer can access at any time, in addition to the list of authorized agents.
  • The customer authorizes the company, in case of objecting to any transactions on the card, to charge a flat fee of (5 Jordanian Dinars) upon proving that the objection is incorrect and without the need for prior approval from the customer, considering it as their agreement to the aforementioned.
  • If no financial transaction is conducted on the electronic money account / prepaid card for a period of one year, the account will be considered dormant, and a fee will be charged according to the pricing policy published on the company's website.
    • The company undertakes to notify the customer at their available address with the company that the electronic money account / prepaid card is considered dormant at least one month before the expiration of the period specified above.
    • No withdrawals or transfers from the dormant electronic money account / prepaid card will be accepted except through the personal action of the customer or their authorized representative by virtue of a duly executed power of attorney or authorization according to the legal procedures, or the authorized signatory on the electronic money account / prepaid card in the case of a legal entity, by contacting the payment service provider at its main office to reactivate the dormant electronic money account / prepaid card.
    • In the event that the customer or their legal representative contacts the company to reactivate the dormant electronic money account / prepaid card or withdraw the balance, the company undertakes to reactivate the electronic money account / prepaid card or disburse the remaining balance.
  • In the event that the service provider ceases to provide its services for any reason and this situation continues, Jordanian Elaf for Integrated Solutions Company will inform the customer, whether by written or electronic means. In this case, the company will freeze the card, and the customer must visit the company to withdraw the balance.
  • The customer agrees to provide the company with their personal information such as trading statements, identification documents, sources of income, and any other information held by the agent who linked the card under their platform.
  • When requesting the withdrawal of funds from the card/electronic money account, the company will provide the value within four working days, and the customer has no right to demand the value or object before the aforementioned period has passed.
  • The customer will be notified of transactions made on their personal account through a text message whenever a financial transaction is conducted. The customer can also track financial transactions through the application and has the right to request an account statement from the company at any time.
  • In the event of the customer's death, the funds in the electronic money account / prepaid card will be frozen, and the freeze will not be lifted until all requirements are met under the law applicable in the Hashemite Kingdom of Jordan.
  • The customer acknowledges and agrees that the company, after informing them, has the right to terminate the contract if any reason arises or if the customer violates the terms of the contract, provides false documents, is listed on any international sanctions list, or engages in illegal activities that require the service provider to terminate the contract. The company will notify the customer in writing or electronically at the designated address, and the service may be suspended or terminated at any time without the company incurring any legal or contractual liability.
  • The customer acknowledges their consent for their data to be shared with third parties for the purposes of processing, verifying the accuracy of data, and archiving only. This is within the framework of the company's commitment to maintaining the confidentiality of data and implementing relevant procedures to ensure the protection of customer data, and the company undertakes not to use it for any purposes beyond the scope of the business relationship.
  • The customer acknowledges and agrees that their information will be verified and inquired through the Civil Status Department.
  • The customer acknowledges that all information and documents provided to the company are true and confirms the necessity of informing the company of any changes to their address, phone number, or any other important information at the time or upon request from the company. In case of any discrepancy, it will be considered a breach of contract, and the company has the right to suspend the product or service provided or close the electronic payment account as appropriate, after notifying the customer through appropriate means.
  • The customer acknowledges and agrees that the company will not be liable for any errors, damages, or expenses incurred by the customer as a result of any breach of these terms and conditions by them. The customer also undertakes to bear all compensation claims and damages that the company may incur as a result of any breach of these terms and conditions by the customer.
  • The customer acknowledges and agrees that the Courts of Justice are competent to hear any dispute related to these terms and conditions and services.
  • The cardholder/e-money owner is the one who will determine the limit of the card/e-money that will be issued through the company. Accordingly, the cardholder/e-money owner is aware that he must use the full card/e-money balance during the validity period of the card.
  • The fee for feeding the card/e-money account in addition to the fees for cash withdrawal and the fees for withdrawing the balance is according to the list of approved fees by the company and published on the website.
  • The company has the right to amend these terms and conditions at any time, and the company must inform the customers before any modification, and any use of the card after that date is considered as an acceptance by the cardholder/e-money owner of this modification.
  • The Client agrees to provide the Company with his information and data, such as a trading statement, a form and/or identification documents for the Client, with the agent to whom the card is linked under his platform.
  • The customer acknowledges that the company has the right, after being notified of this, and if there is any reason, or if the customer breaches the terms of the contract, or if any of the documents submitted is found to be incorrect, or discover that the customer is on any of the ban lists issued under UN Security Council resolutions in addition to the national list Issued by the Technical Committee to implement the obligations contained in Security Council Resolution No. 1373 (2001) and other related resolutions, or the customer’s practice of illegal acts that require the payment service provider to terminate the contract and after notifying the customer of that, whether paper or electronically at the approved address, to stop and/or Cancel the provision of the service at any time and without entailing any legal or contractual liability on the company in any way.
  • This application is subject to the provisions, laws, regulations and instructions in force in the Hashemite Kingdom of Jordan.
  • The customer authorises the company, in the event of submitting a chargeback to any transactions on the card/e-money account, to collect an amount of (5 JOD) in the event that the chargeback is proven to be wrong “rejected as per the international schemes rules” and without the need to obtain a prior approval from the customer for that, and this term is considered as the customer approval.
  • When requesting a withdrawal of the card/e-money balance, the company will provide the value within four working days, and the customer has no right to demand the value or submit a claim before the above specified period.
  • The customer agrees to deduct a commission when using electronic services, charging or recharging services, where the value of the deduction is according to the commissions and fees approved and published on the website which depends on the charging channels of the cards/e-money and other services.
  • The customer is informed about the transactions that are conducted on his personal account through a text message that sent to the Customer when conducting any financial transactions. He can also track the financial transactions through the application, and the Customer has the right to request an account statement from the company at any time.
  • The website includes the services updated commissions, fees and charges, and the customer can view them at any time.
  • The customer undertakes to abide by the laws, regulations, and instructions regulating their relationship with the company, in particular the instructions issued by the Central Bank of Jordan, related to foreign currency control, and any amendments that may occur thereto from time to time, and in any request agreement or other document related to the issuance of the card/e-money.
  • In the event of the customer's death, the following shall be followed
    • When information is received by the company and by any of the available means on the death of the Customer, the account status is immediately changed to frozen.
    • The heirs are required to bring a proof of inheritance inventory or a transfer letter from the Sharia court so that the amount can be sent to the court to distribute it according to the rules.
    • The amount will be transferred by check to the order of the estate judge in addition to his job.
  • The card/e-money is considered dormant if no financial transactions has been made on it for a period of one year, and in the event that it is not possible to communicate with the customer who owns the card/e-money and exhaust all means of communication with him, a commission will be charged according to the pricing policy published on the company’s website.
    • The company is obligated to notify the customer at his available address with the company that his card/e-money will be considered dormant at least one month before the end of the period stipulated above.
    • It is not allowed to accept any withdrawals or transfers from the dormant card/e-money unless the customer personally or his representative under a legal power of attorney or a duly approved authorization, or authorized to sign on the card/e-money in the case of a legal person, check with the payment service provider at its headquarters.
    • In the event that the customer or his legal representative visits the company with the aim of reactivating the dormant card/e-money or withdrawing the balance, the company is obligated to reactivate the card/e-money or allow the customer to withdraw existing balance.
  • The company has the right to suspend the electronic payment/e-money account or any of the payment tools or electronic means associated with it (including the card or the mobile application) in the event of any suspicions of fraud or any clear legal violations related to this account until it is verified.
  • The company is committed to maintain the confidentiality of the customer’s information and data, and is also committed not to use it for any purposes outside the scope of the business relationship and/or share it with any third party without the prior written consent of the customer or because of one of the cases permitted under the provisions of the legislation in force in the Hashemite Kingdom of Jordan.
  • The customer acknowledges that all the information and documents submitted to the company are correct, and confirmed to inform the company of any modification or change that occurs to his address, his phone number, or any information of importance at the time or upon request from the company, and that if it turns out otherwise, it is considered In breach of the contract, the company has the right to stop the product or service provided or to close the electronic payment account, as the case may be, after notifying the customer of the appropriate methods.
  • This agreement is subject to the provisions, laws, regulations, and instructions in force in the Hashemite Kingdom of Jordan. In the event of any dispute regarding the application of this agreement, the jurisdiction of the Amman court shall rest with the Abdali Palace of Justice.
  • The customer acknowledges and agrees that the company will not be responsible for any errors and/or damages and/or expenses that may be incurred by the Customer as a result of any breach of these terms and conditions by him, and that the Customer undertakes to bear all compensation, claims and damages that the company may suffer as a result of any breach of the customer accepts these terms and conditions.
Dear Customer,

Please note that as a customer, you have the right to file a complaint about the services and products provided by Ilaaf Jordan Integrated Solutions Company without incurring any fees or commissions. This can be done through the following means of contact:

It's worth mentioning that the timeframe required to resolve and address your complaints is between 1-10 working days, depending on the nature of the complaint. Please note that we will begin processing your complaint immediately upon receipt.

If you are not satisfied with the decision/response provided by our complaint handler, you have the right to submit a complaint to the Financial Consumer Protection Department at the Central Bank of Jordan, or resort to the Jordanian judiciary.

  • Postal Address: P.O. Box 37, Amman 11118, Jordan
  • Telephone Number: 0096264630301
  • Email: Fcp@CBJ.gov.jo