Terms & Conditions

Company / Service Provider — Jordanian Elaf for Integrated Solutions Company.

Service — issuance of prepaid cards / electronic money.

Regulatory Body — the Central Bank of Jordan.

Client — the natural person who opens an electronic-money account (including a prepaid card in their name), agrees to these terms, and is registered in the company’s systems.

Prepaid Card — a card issued for a specified fee, used to pay for purchases online or at point-of-sale, for ATM cash withdrawals, and for transfers to other clients within the company.

Electronic Money — monetary value stored electronically, issued against cash of the same currency and value, used as a transferable medium of payment.

Electronic Records — records, contracts, or information messages created, sent, received, or stored by electronic means.

The client acknowledges that all data, information, and documents provided are accurate and authentic, and accepts full responsibility for their content and legality.

The client confirms that they are 18 years of age or older.

The client agrees that the company’s electronic record is valid, authenticated, final, and binding. The client may submit a chargeback request for any transaction shown in their statement within 120 days of the transaction date.

The prepaid card / electronic money is strictly personal and may not be rented or loaned to any other person; its use is limited to the cardholder named on the application (or verified in the electronic request).

The company is not responsible for fraud arising from misuse or loss of the card / electronic money. Where the cardholder submits a chargeback request, they are solely responsible for the related costs and consequences.

All fees and charges imposed by the company are published on the website and can be viewed at any time, along with the list of authorized agents.

The company is responsible for compensating harm to the client resulting from system failure, third-party interactions, fraud, or system breaches that occur without negligence on the client’s part.

The company is not responsible for financial fraud between clients — individuals or entities — inside or outside Jordan, and in particular for transfers involving trading companies located outside Jordan.

The cardholder commits to proper use and safekeeping of the card. In case of loss or theft, they must immediately notify the company or any Mastercard global service center via customer service; if the card is found, they must notify the company in writing.

The client agrees to pay the issuance and renewal fees per the company’s approved fees list.

Cards and electronic-money accounts are subject to upper transaction limits and financial-activity restrictions, which may be set or modified per the company’s internal policy without prior notice. The holder acknowledges they must use the entire balance during the card’s validity period.

The company charges a commission per transaction as indicated on the website. The company will provide a copy of the fees (paper or electronic) and notify the client of any change at least 30 days before it takes effect.

The company may modify the service terms at any time, provided the client is notified through the mobile application and the website before amendments become binding. Continued use after amendments constitutes acceptance.

The holder acknowledges the company’s right to implement its instructions regarding prepaid cards issued by Mastercard / Visa International.

This application is subject to the laws and regulations in force in the Hashemite Kingdom of Jordan, in particular the Central Bank of Jordan’s instructions on foreign-currency monitoring, and any agreement related to card issuance.

If a chargeback request is proven incorrect, the client authorizes the company to deduct a chargeback fee (5 dinars, or as per the fees list) without prior approval.

When requesting to withdraw the card / electronic-money balance, the company will provide the value within four working days; the client may not claim the value or object before that period passes.

The client is informed of transactions by SMS on each financial transaction, can track transactions through the application, and may request an account statement at any time.

The electronic-money account / prepaid card is considered dormant if no financial transaction is made for one year, and a dormancy fee applies per the published pricing policy.

The company will notify the client at their registered address that the account is considered dormant at least one month before the end of the period.

No withdrawal or transfer from a dormant account is allowed unless the client (or their legal representative / authorized signatory) reviews the payment service provider at its headquarters to reactivate it; the company is then obligated to reactivate the account or disburse the balance.

If the service provider ceases to offer its services and this continues, the company will inform the client in writing or electronically, freeze the card, and the client must review the company to withdraw the balance.

The client agrees to provide the agent to whom the card is linked with information such as trading statements, Know Your Customer (KYC) forms and documents, sources of income, and any other required information.

In the event of the client’s death, the funds are frozen and released only upon fulfilling all legal requirements under the laws of the Hashemite Kingdom of Jordan.

The company may immediately suspend the service without liability if requested by any security or official authority, without notifying the client.

The company may terminate the contract immediately if it cannot complete due diligence on the beneficiary, if the client breaches these terms, if provided documents prove inaccurate, if required by the Central Bank of Jordan or any administrative, security, or judicial authority, if the client is listed on sanctions lists (UN Security Council resolutions or the national list under Resolution 1373 (2001)), or if the client engages in illegal activity — after notification, unless prevented by law or instructions.

The client consents to sharing their data with third parties for the purposes of processing, verifying accuracy, and archiving, within the company’s commitment to data confidentiality; the company will not use the data beyond the scope of the business relationship.

The client acknowledges that their information will be verified and inquired through the Civil Status and Passports Department.

The client must promptly notify the company of any change to their address, phone number, or important information; discrepancies are considered a breach, allowing the company to suspend the service or close the account after notice.

The company is not responsible for errors, damages, or expenses the client may incur from any breach, negligence, or omission on their part; the client bears the related compensations, claims, and damages incurred by the company.

The courts of the Palace of Justice have jurisdiction over any dispute related to these terms and services.

As a client, you have the right to file a complaint about the services and products provided — free of any fees — through: email customer.complaints@gatetopay.com; the 24/7 telephone service on +962 6 2004 717 (from inside and outside Jordan); or www.gatetopay.com.

Complaints are handled within 1–10 business days depending on their nature, starting immediately upon receipt.

If you are not satisfied with the response, you may complain to the Financial Consumer Protection Department at the Central Bank of Jordan — P.O. Box 37, Amman 11118, Jordan; phone +962 6 4630301; email Fcp@CBJ.gov.jo — or resort to the Jordanian judiciary.