This Acceptable Use Policy governs the use of the Atenla platform. By accessing or using Atenla, you agree to comply with this policy.

1. Permitted Use

Atenla is a commerce infrastructure platform for market vendors and their customers. The platform may be used to:

• List and sell legitimate physical goods through a vendor storefront
• Process customer orders and payments through authorised channels
• Manage inventory, staff, and fulfilment operations
• Communicate with customers regarding orders placed on the platform

2. Prohibited Use

The following activities are strictly prohibited on the Atenla platform:

• Listing counterfeit, stolen, or prohibited goods
• Misrepresenting products including false descriptions, images, or pricing
• Processing fraudulent transactions or using stolen payment credentials
• Circumventing or attempting to bypass the platform payment infrastructure
• Using the platform for money laundering or any unlawful financial activity
• Harassing, threatening, or deceiving customers or other vendors
• Uploading malicious code, viruses, or any content designed to harm the platform or its users
• Collecting customer data beyond what is necessary to fulfil orders
• Reselling or subletting platform access to third parties without written authorisation

3. Vendor Responsibilities

Vendors are responsible for:

• The accuracy of all product listings on their storefront
• Fulfilling orders placed by customers in a timely manner
• Maintaining accurate inventory levels to prevent overselling
• Ensuring all staff members with dashboard access comply with this policy
• Providing accurate bank account details for payment settlement
• Completing and maintaining KYC verification as required

4. Enforcement

Atenla reserves the right to suspend or terminate any vendor account found to be in breach of this policy. Serious breaches may be reported to relevant regulatory authorities. Atenla is not liable for losses arising from vendor non-compliance.

5. Contact

To report a suspected policy violation, contact us at support@atenla.ng.

Atenla is a technology infrastructure platform. Transactions occur between customers and individual vendors. This policy outlines how refunds and returns are handled across the platform.

1. Vendor Responsibility

Each vendor on Atenla is an independent business responsible for their own returns and refund decisions. Return policies may vary between vendors. Customers should review the vendor's stated terms before placing an order.

2. Order Cancellations

Orders may be cancelled before payment is confirmed. Stock reservations are held for 30 minutes from the time of order. If payment is not confirmed within this period, the order is automatically cancelled and reserved stock is returned to the vendor's available inventory.

Once payment is confirmed, cancellation is subject to the vendor's individual policy.

3. Payment Refunds

Refunds for confirmed payments are processed by the vendor directly through their Paystack dashboard. Atenla does not hold customer funds, payments are settled directly to vendor subaccounts at the time of transaction.

Customers seeking a refund should contact the vendor directly. If a resolution cannot be reached, customers may escalate to support@atenla.ng for mediation.

4. Damaged or Incorrect Goods

If goods arrive damaged or do not match the order, customers should notify the vendor within 24 hours of delivery with supporting evidence. Resolution is at the vendor's discretion in accordance with their return policy.

5. Platform Fees

Atenla's platform fee is deducted automatically at the point of transaction and is non-refundable in the event of a subsequent return or cancellation, except where the original transaction is reversed in full.

6. Disputes

Disputes between customers and vendors that cannot be resolved directly may be submitted to Atenla for mediation at support@atenla.ng. Atenla's mediation decision is advisory and not legally binding.

These terms govern the relationship between Itan Household Essentials Ltd trading as Atenla and vendors who access the Atenla platform. By completing vendor onboarding and activating a storefront, you agree to these terms.

1. Platform Access

Atenla grants vendors a non-exclusive, non-transferable licence to use the platform to list products, manage inventory, process orders, and receive payments. This licence is conditional on continued compliance with these terms and the Acceptable Use Policy.

2. Onboarding Fee

A one-time onboarding fee is charged at the point of activation. This fee covers platform setup, configuration, and access to the feature set of the vendor's selected tier. The onboarding fee is non-refundable.

3. Transaction Fee

Atenla charges a platform fee on confirmed transactions processed through the platform. The applicable rate is determined by the vendor's confirmed monthly transaction volume in the prior month, as follows:

• ₦2,000,000 to ₦10,000,000 per month: 1.5%
• ₦10,000,000 to ₦50,000,000 per month: 1.0%
• ₦50,000,000 to ₦100,000,000 per month: 0.75%
• Above ₦100,000,000 per month: 0.5%

The platform fee is deducted automatically at the point of transaction from the amount processed through Paystack. Vendors are not invoiced separately for Paystack-processed transactions.

For transactions confirmed outside Paystack, including credit sales, cheque payments, and direct bank transfers, the applicable platform fee accrues against the vendor's account and is invoiced monthly. Payment is due within 7 days of invoice.

Atenla does not accept vendors with confirmed monthly volume below ₦2,000,000. Vendors who fall below this threshold temporarily will remain on the platform at the 1.5% rate.

4. Payment Settlement

Payments processed through Paystack are settled directly to the vendor's verified Paystack subaccount on Paystack's standard T+1 settlement schedule. Atenla does not hold, pool, or manage vendor funds at any point. The platform fee is deducted at source before settlement.

5. Subaccount Verification

Vendors must maintain a verified Paystack subaccount with a valid Nigerian bank account to receive settlements. Atenla reserves the right to suspend payment processing for any vendor with an unverified or inactive subaccount.

6. Vendor Obligations

Vendors agree to:

• Maintain accurate and current product listings
• Fulfil all confirmed orders in a timely manner
• Maintain sufficient inventory to cover listed stock
• Respond to customer queries and complaints promptly
• Comply with all applicable Nigerian laws and regulations
• Ensure all staff with platform access comply with the Acceptable Use Policy
• Notify Atenla of any material change to their business or bank account details

7. Tier Changes

Vendors may upgrade their tier at any time by paying the difference in onboarding fee. Downgrade requests are accepted with 30 days notice. No refund is issued on downgrade. Features from the higher tier are disabled from the effective downgrade date.

8. Data Ownership

Vendors retain ownership of their product data, customer data, and transaction records. Atenla provides data export functionality at any time. Atenla uses aggregated, anonymised data to improve platform services and does not sell vendor data to third parties.

9. Suspension and Termination

Atenla may suspend or terminate vendor access for breach of these terms, non-payment of invoiced fees, fraudulent activity, or regulatory requirement. Vendors may terminate their account with 30 days written notice to hello@atenla.ng. Outstanding fees remain payable on termination.

10. Limitation of Liability

Atenla is a technology platform and is not party to transactions between vendors and their customers. Atenla's liability to any vendor is limited to the platform fees paid in the 3 months preceding any claim. Atenla is not liable for loss of revenue, loss of data, or indirect losses arising from platform downtime or vendor non-compliance.

11. Governing Law

These terms are governed by the laws of the Federal Republic of Nigeria. Disputes shall be resolved first through good-faith negotiation and, if unresolved, through arbitration in Lagos, Nigeria.

12. Contact

For any questions regarding these terms, contact hello@atenla.ng or write to Itan Household Essentials Ltd, 4G Hamilton, Bourdillon Court Estate, Chevron, Lekki, Lagos.