Cancellation and Refund Policy

KAINET WAVE LTD

A private company limited by shares, incorporated in England and Wales.

Company number: 17180527

Registered office: Flat 30, Kew Court, Richmond Road, Kingston upon Thames, England, KT2 5BF, United Kingdom

Website: https://farvia.online

Support email: support@farvia.online

Complaints email: complaints@farvia.online

Legal notices email: legal@farvia.online

Customer support phone: Pending / being set up

WhatsApp support: Pending / being set up

Complaints web form: https://farvia.online/complaints

KAINET™ is used as a trade mark of KAINET WAVE LTD. A UK trade mark application for the word mark KAINET has been filed. Until registration is completed, the mark should be treated as a pending trade mark application and not as a registered trade mark.

KAINET™ is a prepaid app-based international calling service for consumers. Customers purchase calling credit directly from KAINET WAVE LTD and use the KAINET app to place ordinary person-to-person international voice calls to saved contacts in supported destinations. The service is designed as a saved-contact click-to-call international calling service.

Kainet does not currently provide VPN access services, internet access services, broadband services, general connectivity services, inbound customer telephone numbers, UK telephone numbers for customers, number porting, a replacement mobile phone service, a replacement landline service, or a public emergency calling service.

This Policy applies to:

• prepaid calling credit;
• voice allowances;
• minute-based bundles;
• destination-based calling products;
• app-based international calling features;
• account activation;
• billing corrections;
• failed or incorrect charges;
• duplicate payments;
• refund requests;
• service credits; and
• complaints involving payment, billing, activation, or service delivery.

This Policy does not apply to services that Kainet does not provide, including VPN access, broadband, internet access, customer telephone numbers, number porting, customer wallets, money transfer, remittance, e-money, or cash-equivalent stored value.

Kainet aims to deal with cancellation and refund requests fairly, consistently, and in accordance with applicable consumer law. Refunds, credits, or corrections may be provided where required by law, where Kainet has made a billing or technical error, or where Kainet decides that a goodwill adjustment is appropriate. A refund request does not automatically mean that a refund is due.

Kainet may review account records, payment records, checkout records, billing records, call detail records, routing logs, technical logs, supplier status messages, fraud-screening results, sanctions-screening results, and support records before deciding whether a refund, correction, or credit is appropriate.

Where applicable law gives you a right to cancel a distance contract, that right will be respected. However, Kainet services are digital and app-based services that may be activated, credited, enabled, and made available shortly after payment.

Where the service starts during any statutory cancellation period, Kainet may ask you at checkout or activation to:

• expressly request immediate performance;
• acknowledge that the service may start before the cancellation period ends;

acknowledge that cancellation and refund rights may be reduced, limited, or unavailable once the service is activated, credited, enabled, consumed, or partly performed; and

confirm that you accept the Terms and Conditions and this Policy.

If you request immediate performance and the service has been activated, credited, enabled, used, or partly performed, any refund may be reduced to reflect the service already provided, or may be unavailable to the extent permitted by applicable law. This does not affect mandatory rights you may have where the service is not provided with reasonable care and skill, is not as described, is incorrectly charged, or where applicable consumer law gives you a remedy.

If you ask to cancel an order before Kainet has accepted the order, activated the service, applied calling credit, enabled the relevant entitlement, or otherwise started performance, Kainet may cancel the order and refund the amount paid, unless there is a legal, payment, fraud, sanctions, or operational reason not to do so.

If payment has only been authorised but not captured or completed, Kainet may cancel or allow the authorisation to lapse instead of issuing a refund.

Once calling credit, an allowance, a bundle, or a service entitlement has been activated, credited, enabled, or made available to your account, cancellation and refund rights may be limited.

Kainet will not normally refund used calling credit, consumed minutes, completed calls, activated allowances, expired credit, goodwill credit, promotional credit, or any part of the service that has already been made available and used. Where credit has been purchased but not used, Kainet may review a refund request in accordance with applicable law, the checkout disclosures, the activation status, fraud and payment checks, and the specific facts of the case.

Charges for completed calls are generally non-refundable. A call may be treated as completed or chargeable where Kainet’s records, supplier records, routing records, or call detail records show that the call was connected, answered, routed, or otherwise rated as chargeable under the applicable product logic. Kainet does not guarantee any particular call duration, route, connection quality, latency, audio quality, or destination availability. If a call was charged due to a verified Kainet billing error or technical rating error, Kainet may provide a correction, service credit, partial refund, or full refund for the directly affected charge.

If you believe that a call failed, was charged incorrectly, or was affected by a serious technical issue, you should contact Kainet promptly with the relevant details.

Please provide, where available:

• your account email address;
• order or payment reference;
• date and time of the call;
• destination country or number;
• screenshots or error messages;
• a description of the issue; and
• any other information reasonably requested.
• Kainet may review call detail records, routing information, supplier status, technical logs, account records, and any evidence you provide.

Kainet may provide service credit, a billing correction, or a refund where the available evidence shows that a charge was incorrect or that a verified service failure attributable to Kainet directly affected the charged service.

Kainet will not normally refund calls or credit where the issue was caused by factors outside Kainet’s reasonable control, including poor internet connection, mobile data failure, device issues, destination network issues, destination blocking, supplier restrictions, unsupported destinations, or user error.

If Kainet identifies a duplicate charge, incorrect charge, or billing error, Kainet may correct the account and issue a refund, credit, or credit note as appropriate. If you believe you have been charged twice or charged incorrectly, please contact support promptly and provide the payment reference, payment date, amount, and screenshot or receipt where available.

Kainet may need to verify the issue with its payment processor, bank, card network, or internal records before issuing a refund or correction.

If you believe a payment was unauthorised, fraudulent, or made without your consent, you should contact Kainet promptly and may also need to contact your bank or card issuer.

Kainet may suspend account access, restrict service, block further use, or request additional verification while the matter is reviewed. Where a payment is suspected to be fraudulent, unauthorised, high-risk, or connected with abuse, Kainet may delay activation, restrict service, refuse a refund, or respond through the payment dispute process, subject to applicable law and payment scheme rules.

If you raise a chargeback or payment dispute with your card issuer, bank, or payment provider, Kainet may respond through the relevant payment dispute process.

Kainet may provide evidence including order records, checkout records, account records, payment records, service activation records, usage records, call detail records, refund policy records, and communications with you. Raising a chargeback or payment dispute does not automatically cancel your account, cancel your obligations, or create a right to continue using the service without payment.

Kainet may suspend or restrict accounts associated with disputed, reversed, or high-risk payments while the matter is reviewed.

Where a refund is due, Kainet will normally refund to the original payment method used for the transaction.

Kainet will not normally refund to a different card, bank account, person, wallet, or payment method. Refund timing may depend on the payment processor, card network, bank, or payment method. Kainet cannot guarantee the exact time it will take for a refund to appear in your account after it has been processed. Refunds may be subject to fraud, sanctions, payment processor, bank, card network, and compliance checks.

The final payable amount shown at checkout is the amount payable for the relevant order, including VAT or other indirect tax where applicable. Where an order is refunded in full, Kainet will normally refund the amount paid by the customer for that order, subject to applicable law and payment processor rules. Where an order is refunded in part, any tax component may be adjusted proportionately where applicable.

Kainet is not responsible for foreign exchange charges, bank fees, card issuer fees, currency conversion costs, or other fees charged by your bank, card issuer, payment provider, or third party.

Kainet is not currently VAT registered in the United Kingdom. If Kainet becomes VAT registered or is required to collect VAT or other indirect taxes in a relevant country, pricing, invoices, checkout information, and this Policy may be updated accordingly.

Promotional credit, bonus credit, referral credit, goodwill credit, test credit, or free credit has no cash value and is not refundable, transferable, withdrawable, or redeemable for money.

Kainet may remove, expire, restrict, or reverse promotional or goodwill credit where required for fraud prevention, abuse prevention, payment reversal, account closure, operational reasons, or breach of the Terms.

Calling credit, allowances, bundles, or service entitlements may have a validity period, expiry date, service window, activation period, or usage period shown at purchase, in the account, or in product-specific information. Unused credit, allowances, or entitlements may expire at the end of the applicable validity period unless mandatory law requires otherwise. Expired credit is not normally refundable.

If you choose to close your account, you may lose access to unused credit, promotional credit, goodwill credit, account history, and service entitlements, subject to applicable law. If Kainet closes your account because of breach of the Terms, suspected fraud, abuse, sanctions risk, payment reversal, chargeback, unlawful use, or restricted-jurisdiction concerns, unused credit may be withheld, cancelled, refunded, or otherwise handled according to the facts of the case, applicable law, payment processor rules, and compliance requirements. If Kainet permanently stops providing the relevant paid service and you have unused paid credit that cannot reasonably be used for an alternative supported service, Kainet may provide a proportionate refund or service credit, unless legal, fraud, sanctions, payment, or compliance reasons prevent this.

Kainet may change, remove, restrict, block, or suspend destinations, routes, rates, or number types where reasonably necessary for legal, regulatory, sanctions, supplier, payment, fraud, security, technical, operational, or commercial reasons.

The removal or restriction of a destination, route, or number type does not automatically create a refund right, especially where calling credit remains usable for other supported destinations. Where a destination removal or service restriction makes a specific paid product materially unusable and no reasonable alternative is available, Kainet may provide a proportionate correction, service credit, or refund, subject to applicable law and the specific facts.

Kainet does not provide services to persons located in, resident in, or ordinarily operating from sanctioned or restricted jurisdictions.

Kainet does not accept payments from sanctioned or restricted jurisdictions.

Kainet does not make payouts to sanctioned or restricted jurisdictions.

Kainet may refuse, delay, block, restrict, suspend, reverse, or refund a transaction where required or appropriate for sanctions compliance, payment processor rules, bank requirements, supplier requirements, risk controls, or legal compliance.

Kainet may not be able to provide a refund where doing so would breach sanctions, payment rules, fraud controls, bank requirements, or legal obligations.

If any Kainet service is purchased through an app store, marketplace, payment platform, or third-party payment method, refunds may also be subject to that third party’s rules and processes. Where a third party controls the payment or refund process, Kainet may not be able to issue a refund directly and may require you to follow the relevant third-party refund process.

You can request a refund or cancellation by contacting Kainet using the following methods:

• Support email: support@farvia.online
• Complaints email: complaints@farvia.online
• Complaints web form: https://farvia.online/complaints
• Phone: Pending / being set up
• Post: KAINET WAVE LTD, Flat 30, Kew Court, Richmond Road, Kingston upon Thames, England, KT2 5BF, United Kingdom
• Please include:
• your full name;
• account email address;
• payment reference;
• order date;
• amount paid;
• product purchased;
• reason for the request;
• any relevant screenshots or evidence; and
• the outcome you are asking for.
• Do not send full card numbers, passwords, one-time passcodes, or unnecessary sensitive information.

Kainet may review refund and cancellation requests using account records, payment records, checkout records, service activation records, call detail records, routing logs, technical logs, supplier records, fraud-screening data, sanctions-screening data, and communications with you.

Kainet may ask for more information where reasonably necessary. If required information is not provided, Kainet may be unable to complete the review.

If you are unhappy with a refund or cancellation decision, you may raise a complaint under the Kainet Complaints Code. If your complaint remains unresolved after six weeks from the date it was first raised with Kainet, or if Kainet issues a deadlock letter before that time, you may be able to refer the complaint to Kainet’s approved Alternative Dispute Resolution scheme once membership is active.

ADR scheme: CISAS – membership pending / being set up.

ADR is free for eligible customers.

Kainet may refuse, restrict, or review refund requests where there are signs of abuse, fraud, repeated chargebacks, artificial traffic, misuse of promotions, multiple account creation, false evidence, or attempts to obtain service without payment.

Kainet may suspend or terminate accounts associated with refund abuse, chargeback abuse, fraud, or misuse, subject to applicable law.

Nothing in this Policy excludes or limits any mandatory consumer rights that cannot legally be excluded or limited. Where mandatory law gives you a right to cancel, refund, repeat performance, price reduction, or another remedy, that right remains unaffected.

Kainet may update this Policy from time to time. Updates may be made to reflect changes in law, regulation, payment processor requirements, tax treatment, supplier arrangements, service features, refund procedures, or operational needs.

The version and date at the top of this Policy show when it was last updated. Before paid public service availability begins, this Policy should be reviewed to ensure that the customer support phone number, WhatsApp support number, CISAS membership details, Terms and Conditions, Complaints Code, Privacy Policy, checkout wording, and public website information are consistent and up to date.