Refund & Dispute Policy

Last updated: October 2026

This policy covers orders paid on Stenamo Market and Stenamo Book subscriptions, both provided by Stenamo Digital Services.

Stenamo Market orders

Stenamo Market protects every online order with escrow. When you pay for an order, your payment is held securely and is only released to the shop after you have collected the order from the shop and confirmed it.

Raising a dispute

If your order is not ready for collection, is incomplete, or is not as described, you can raise a dispute from your order before confirming it. Raising a dispute pauses the release of funds to the shop while the issue is reviewed.

Refunds

Where a dispute is upheld, or an order is cancelled before you collect it, the payment is refunded to the original payment method used (Mobile Money, OPay, bank, or card). Refunds are processed promptly once approved; the time for funds to appear depends on your payment provider. Orders already collected and confirmed are generally not refundable except where required by law.

Stenamo Book subscriptions

• Cancel any time. You can stop using a paid plan whenever you choose.
• No refund for the current paid month. A month that has already been paid for is not refunded.
• Access continues to the end of the paid period. Your plan stays active until the date your payment covers.
• No automatic renewal. Each payment covers the period you choose (1, 3, 6 or 12 months). Nothing is charged automatically when it ends; to continue, you make a new payment.

How to request

Contact us on WhatsApp — Nigeria +234 814 723 6608, Cameroon +46 72 286 57 38 — or by email at support@stenamo.com with your order number or shop name, and we will help resolve it.