Draft for lawyer review, not legal advice. This text was prepared on 3 October 2026 for review by Jordanian counsel. It is not final and must not be relied on. Items in [square brackets] are still to be completed. It will be replaced by the approved Arabic and English versions.
The short version
- Seller: the Organizer named at checkout. Ticketing agent: Layali. You pay Layali; Layali holds the money for the Organizer.
- Price: ticket price plus Layali's service fee, shown as separate lines before you pay. Taxes included.
- Cancelled event: full refund, including the service fee.
- Postponed or materially changed event: your ticket stays valid, or you may ask for a refund within [7] days of the announcement.
- Change of mind, missed the event, turned away for breaking the entry rules: no refund. You may transfer the ticket to a friend in the app.
- Your ticket lives in the app. First scan wins. A screenshot is not a ticket.
- Bring ID. The Organizer decides entry under its rules and the law.
1. The parties to your purchase
1.1 The Organizer is the seller. Each Ticket is sold by the Organizer named on the Event page and at checkout. The contract for admission to the Event is between you and that Organizer.
1.2 Layali is the Organizer's agent. [Company legal name] ("Layali") is appointed by the Organizer to offer and sell Tickets in the Organizer's name, to collect payment, to issue Tickets and to process refunds on the Organizer's behalf under this policy. Money you pay is received by Layali for the account of the Organizer, except Layali's service fee, which is Layali's own.
1.3 Layali's own service. Layali provides you with the ticketing service: the order, the payment flow, delivery of the Ticket to your account, the refund process and customer support. Layali charges a service fee for it and is responsible to you for it under clause 14 of the Terms of Use.
1.4 The Terms of Use apply to every purchase. Words defined there have the same meaning here.
2. What a ticket is
2.1 A Ticket is a personal right, granted by the Organizer, to enter the Event named on it once, on the date and under the conditions shown: the tier, the minimum age, the house rules and any conditions printed on the Event page at the time of purchase.
2.2 A Ticket admits one person unless it says otherwise (for example a table for a stated number of guests).
2.3 A Ticket is not a product owned outright. It may be cancelled for fraud, non-payment, a payment dispute, or breach of these terms.
2.4 The Ticket is issued to your Layali account and shown as a QR code in the app. The code is checked electronically at the door.
3. Prices, fees and taxes
3.1 Prices are in Jordanian dinars (JOD). Before you pay you see: the ticket price set by the Organizer; Layali's service fee ([a fixed amount per ticket] / [a percentage of the ticket price, with a minimum of [amount]]; the exact figure for your order is always shown before you pay, and some Organizers absorb it); any discount or credit; and the total.
3.2 The ticket price and the service fee include any sales tax that applies. [The Organizer is responsible for tax on the ticket price; Layali for tax on its service fee.]
3.3 Your receipt shows the Organizer's name, the order code, the items, the fee and the total. [A tax invoice for the service fee is issued through the national e-invoicing system; the Organizer issues any tax invoice for the ticket price.]
3.4 If a price is displayed in obvious error (for example 1 JOD instead of 100), the order may be cancelled and fully refunded.
4. Ordering and payment
4.1 When you start checkout, the Tickets are held for you for a short time (shown on screen). If payment is not completed in time the hold is released.
4.2 Payment is made by card, Apple Pay or another method offered, on the page of a licensed payment service provider, [or by CliQ transfer following the instructions shown]. We do not receive or store your card number.
4.3 Your order is confirmed, and the contract for admission is made, when payment is captured and the Tickets appear in your account. If payment is captured after the hold expired and the Tickets are no longer available, we refund you in full.
4.4 Limits may apply per person or per order. Orders that break them, or that appear to be made by automated means or for resale, may be cancelled and refunded.
4.5 If your payment is placed under review by the payment provider, the Tickets are issued only when the payment is confirmed.
5. Receiving and using your ticket
5.1 Tickets are delivered to the Tickets tab of the app. Open the Ticket before you arrive; it remains available on your phone without a connection once loaded.
5.2 First scan wins. Each code is accepted once. If a copy of your code is scanned before you arrive, entry will be refused to you. Do not post or send your code to anyone.
5.3 Screenshots and printouts are not tickets. Organizers may refuse them.
5.4 Lost or dead phone. Your Ticket is tied to your account, not your handset. Sign in on another phone with your number, or give the door staff your name or order code and show ID; the Organizer may then check you in manually. If you have lost your number, contact support@getlayali.com before the Event.
5.5 Bring official photo identification. The name on the Ticket should be yours.
6. Age, entry conditions and removal
6.1 You must meet the minimum age and the entry conditions shown on the Event page. For nightlife Events the minimum age is at least 18 by law, and the venue must check identification.
6.2 The Organizer and the venue may refuse entry to, or remove, a person who: is under the minimum age or cannot prove age; appears intoxicated or under the influence of drugs; carries prohibited items; breaks the dress code or house rules shown on the Event page; arrives after the last entry time shown; behaves in a threatening, abusive or unsafe way; or holds a Ticket that is invalid, already used, or obtained in breach of these terms. No refund is due in those cases.
6.3 If you hold a valid Ticket, met the conditions shown, and were refused entry for another reason (for example the venue was full), tell us within [72 hours] at support@getlayali.com. We take it up with the Organizer and, where the refusal was not justified under clause 6.2, we refund you from the Organizer's funds.
6.4 Decisions at the door are the Organizer's. Layali staff, where present, operate the ticket scanner only.
7. Transfers and resale
7.1 You may transfer a Ticket to another Layali user in the app, [once per Ticket], up to [the start of the Event]. The Ticket then belongs to that person, who must meet the entry conditions. A transferred Ticket cannot be refunded to you.
7.2 Selling a Ticket for more than you paid, or as a business, is not allowed. Tickets resold in breach of this clause may be cancelled without refund.
7.3 Only buy through Layali or receive Tickets by in-app transfer. A code or screenshot bought from someone else may already have been used; we cannot help in that case.
8. Refunds
8.1 General rule. Tickets cannot be returned or exchanged, and no refund is given for a change of mind, a change in your plans, illness, travel problems, late arrival or not attending. This rule is shown to you before you pay.
8.2 When you are entitled to a refund.
| Situation | What you get | How |
|---|---|---|
| The Event is cancelled | Full refund of the ticket price and the service fee | Automatic, to the original payment method, within [10] business days of the cancellation notice |
| The Event is postponed | Your Ticket is valid for the new date. If you cannot or do not wish to attend, a full refund including the service fee | Request in the app or by email within [7] days of the announcement of the new date. If no new date is announced within [30] days, the Event is treated as cancelled |
| The Event is materially changed before it starts: the venue moves to another [city/area], the date changes, the start time moves by more than [2 hours], or an act described as the headliner is removed | Your Ticket stays valid, or a full refund including the service fee | Request within [7] days of the announcement and in any case before the Event starts |
| The Event starts but is stopped before [half] of its advertised running time, for a reason that is not force majeure | A refund of the ticket price in the proportion decided by the Organizer, and not less than [50%] | We announce the arrangement within [5] business days |
| You were charged twice, or charged without receiving a Ticket | Full refund of the duplicate or failed charge | Automatic when detected, or on request |
| Our error (wrong Event, wrong date or wrong price shown by Layali's own fault) | Full refund including the service fee | On request before the Event |
| Unjustified refusal of entry (clause 6.3) | Full refund including the service fee | On request within [72 hours] |
8.3 Changes that are not material. Changes to supporting acts, set times, running order, the layout of the venue, weather cover, or a move to another venue in the same area with equivalent capacity do not give a right to a refund unless the Organizer offers one.
8.4 Organizer's own refund terms. An Organizer may offer more generous refunds for its Event; if so they are shown on the Event page and apply in addition to this policy.
8.5 Account closed for a false date of birth. If your account is closed because you are under 18, unused Tickets are cancelled and [the ticket price is refunded, less the service fee].
9. How refunds are paid
9.1 Refunds go to the payment method used for the order. Card refunds are sent within the time stated above; your bank may take up to [21] working days to show them. CliQ payments are refunded by CliQ to the account they came from.
9.2 With your agreement, a refund may be given as Layali credit instead.
9.3 Promotional credit used on a refunded order is returned to your credit balance, not paid in money. A promo code used on a refunded order is not reissued unless we decide otherwise.
9.4 Refunds of the ticket price are paid from the Organizer's ticket revenue, which Layali holds or recovers from the Organizer for that purpose. [Where the Event is cancelled, Layali refunds its service fee as well.]
9.5 If a refund is delayed because the Organizer has failed to fund it, Layali [will refund you from its own funds up to the amount you paid and pursue the Organizer] / [will use every right it has against the Organizer to obtain your refund and will keep you informed].
10. Payment disputes and chargebacks
10.1 If something is wrong with a charge, contact support@getlayali.com first. We can usually fix it faster than your bank.
10.2 If you ask your bank to reverse a payment (a chargeback), the Tickets in that order are suspended while the dispute is open and cancelled if the payment is reversed.
10.3 Filing a chargeback for an order where the Ticket was delivered and used, or where this policy gives no right to a refund, is a breach of these terms. We may contest it with evidence of delivery and entry, close the account and recover our costs under clause 15 of the Terms of Use.
11. Force majeure
11.1 If an Event cannot take place because of an event beyond the Organizer's reasonable control (for example an order of a public authority, a security situation, severe weather, a declared period of public mourning), the Event is treated as cancelled or postponed and clause 8.2 applies.
11.2 Neither the Organizer nor Layali is liable for costs you incurred to attend, such as travel or accommodation.
12. Deleting your account while holding tickets
If you delete your account, valid Tickets to future Events are cancelled without refund and unused credit is lost. The app lists exactly what you will lose and asks you to confirm before deleting.
13. Complaints about the event
13.1 Complaints about the Event itself (its quality, the venue, the staff, what happened there) are for the Organizer. Send them through the app or to support@getlayali.com within [7] days and we will pass them to the Organizer and follow up.
13.2 Where a complaint shows that the Event was not delivered as described, we may, with the Organizer or under our agreement with it, arrange a full or partial refund.
13.3 Report safety incidents to venue staff and the emergency services first (911), then to us.
14. Liability
Clause 8 (responsibility at Events) and clause 14 (our responsibility to you) of the Terms of Use apply to every purchase. Nothing in this policy limits rights you have under the Consumer Protection Law or any other mandatory law of Jordan.
Effective date: [date]. Version: 0.1-draft-2026-10-03.