Complaints Code

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.

A complaint is any expression of dissatisfaction made by a customer to Kainet about our service, customer support, billing, payments, refund handling, account handling, call quality, availability, pricing information, service activation, or any related matter where a response or resolution is expected.

A complaint may relate to, for example:

• billing or payment issues;
• calling credit or allowance issues;
• incorrect or unclear charges;
• refund requests;
• failed or poor-quality calls;
• account access issues;
• activation problems;
• destination availability;
• support experience;
• accessibility or vulnerability support;
• cancellation or withdrawal issues;
• service restrictions or suspension; or
• concerns about how we have handled a previous request.

A request for general information, a technical support question, or a routine service query may not be treated as a formal complaint unless it includes dissatisfaction or asks us to review or resolve a problem.

This Complaints Code is intended for Kainet customers and prospective customers who use or intend to use the service as consumers.

The Kainet service is provided for personal consumer use only, unless Kainet expressly agrees otherwise in writing.

If a complaint is made by someone acting on behalf of a customer, we may need evidence of authority before discussing account information or personal data.

You can make a formal complaint using any of the following methods.

Email: complaints@farvia.online

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

Everyday support may also be available through WhatsApp, but WhatsApp is not the only route for formal complaints.

If you contact us through support channels and it is clear that your message is a complaint, we may treat it as a complaint even if you do not use the word “complaint”.

To help us investigate and respond, please include as much relevant information as possible, such as:

• your full name;
• your account email address;
• your contact email address;
• your phone or WhatsApp number, if you want us to contact you that way;
• your order or payment reference, if available;
• the date and time of the issue;
• the destination country or number involved, if relevant;
• screenshots, receipts, error messages, or call details, where relevant;
• a clear description of what happened;
• what outcome you are asking for; and
• any accessibility, vulnerability, or communication needs we should consider.

Please do not send payment card numbers, passwords, one-time passcodes, or unnecessary sensitive information.

When you submit a complaint through our complaints web form or complaints email, we aim to provide an acknowledgement and complaint reference as soon as reasonably possible.

If a complaint is submitted by post or by phone, the timing of acknowledgement may depend on the information provided and whether we can identify the relevant account or issue.

An acknowledgement does not mean that we accept liability, accept that the service was faulty, or accept that a refund or compensation is due. It means that we have received the complaint and will review it.

We will review complaints fairly and in good faith.

Depending on the issue, our review may include checking:

• account records;
• payment records;
• order confirmations;
• billing records;
• app or customer-interface records;
• call detail records;
• routing logs;
• supplier status messages;
• technical logs;
• fraud-prevention data;
• sanctions-compliance data;
• support messages;
• complaint history; and
• any evidence provided by the customer.

We may ask for further information where this is reasonably necessary to investigate the complaint.

If we cannot investigate properly because required information is missing, inaccurate, incomplete, or not provided, we may place the complaint on hold until the information is provided.

Depending on the circumstances and applicable law, possible outcomes may include:

• an explanation;
• technical guidance;
• correction of an account or billing issue;
• reactivation or re-provisioning;
• service credit;
• credit note;
• partial refund;
• full refund;
• goodwill adjustment;
• confirmation that no error was found;
• confirmation that the service was correctly restricted or suspended; or
• another proportionate remedy.

A goodwill adjustment or courtesy credit does not create a precedent or an ongoing entitlement.

Any refund, correction, credit, or remedy is subject to the Kainet Terms and Conditions, Cancellation and Refund Policy, mandatory consumer law, service records, payment processor rules, supplier records, and the specific facts of the case.

We aim to deal with complaints as promptly as reasonably possible.

Some complaints may take longer where they involve payment records, carrier routing, call records, supplier review, technical investigation, fraud checks, sanctions checks, or missing information.

If a complaint cannot be resolved quickly, we may provide updates where appropriate.

Customers should raise complaints promptly after the issue occurs. Delayed reporting may limit our ability to verify technical conditions, routing records, payment status, call data, or destination availability at the relevant time.

If you are unhappy with our first response, you may ask for the complaint to be reviewed again.

Please explain why you disagree with the response and provide any further evidence you want us to consider.

A complaint may be escalated internally where appropriate, including for issues involving billing, refunds, service restrictions, vulnerability, accessibility, legal compliance, payment review, or regulatory risk.

If we are unable to resolve your complaint, we may issue a deadlock letter.

A deadlock letter means that we do not believe we can resolve the complaint through our internal process and that you may be able to refer the complaint to an approved Alternative Dispute Resolution scheme, if you are eligible.

Issuing a deadlock letter does not mean that Kainet accepts liability.

KAINET WAVE LTD is setting up membership with CISAS, the Communications and Internet Services Adjudication Scheme.

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

Once KAINET WAVE LTD’s CISAS membership is active, eligible customers may be able to refer unresolved complaints to CISAS if:

• the complaint has not been resolved within six weeks from the date it was first raised with Kainet; or
• Kainet has issued a deadlock letter before that time.

ADR is free for eligible customers.

Before KAINET WAVE LTD begins paid public service availability, this section should be updated with active CISAS membership details and any required CISAS contact information.

Some issues may be outside the scope of an ADR scheme or may be better handled by another authority, court, regulator, payment provider, or law-enforcement body.

This may include, for example:

• criminal matters;
• fraud by third parties;
• data protection rights that should be raised under the Privacy Policy or with the Information Commissioner’s Office;
• disputes about general commercial policy rather than an individual customer complaint;
• claims exceeding the ADR scheme’s monetary limit;
• matters already decided by a court;
• matters that are frivolous, vexatious, or abusive; or
• matters outside the service provided by Kainet.

We will not use this section to prevent eligible customers from using ADR where the law or applicable rules give them that right.

Kainet aims to treat customers fairly and to provide appropriate support where customers have accessibility needs, vulnerability, communication difficulties, disability, illness, bereavement, financial difficulty, or other circumstances affecting their ability to use or manage the service.

If you need support with making a complaint or receiving our response, please tell us.

We may provide reasonable adjustments, alternative communication methods, accessible information, additional time, or additional assistance where reasonably practicable and appropriate.

You can tell us about accessibility or support needs by contacting:

Email: support@farvia.online

Phone: Pending / being set up

WhatsApp: Pending / being set up

Kainet may use support staff, contractors, or service providers located in the United Kingdom, the European Economic Area, including the Netherlands, and other permitted locations to provide customer support and complaint handling, subject to applicable data protection requirements.

Customer data may be hosted and processed in the United Kingdom and/or the European Economic Area. At the date of this version, the service infrastructure may include hosting in Germany.

We will handle personal data in accordance with our Privacy Policy and applicable data protection law.

We may process complaint information, account data, payment data, technical data, call metadata, support messages, and related records where necessary to investigate and respond to complaints, comply with legal obligations, prevent fraud, handle disputes, protect the service, and manage regulatory or ADR processes.

Complaint records may be retained where reasonably necessary for legal, regulatory, audit, accounting, payment, dispute, fraud-prevention, or service-protection purposes.

Please do not include unnecessary sensitive personal information in a complaint.

If your complaint relates to a payment, refund, chargeback, failed payment, duplicate charge, or payment review, we may need to review payment records, processor records, bank status information, fraud-screening results, and account records.

Starting a complaint does not automatically suspend payment obligations, fraud controls, account restrictions, payment review, or service restrictions.

If you raise a chargeback or payment dispute with your card issuer, bank, or payment provider, we may respond through the relevant payment dispute process as well as through our complaints process.

If your complaint relates to call quality, failed calls, incomplete calls, unavailable destinations, or connection issues, we may review call detail records, routing information, supplier status information, network conditions, technical logs, destination availability, and any evidence you provide.

Call quality and connection success can be affected by internet connection, mobile data, device performance, destination network conditions, route availability, supplier status, destination restrictions, and other factors outside Kainet’s direct control.

We will assess such complaints based on the available evidence and applicable service terms.

Kainet may restrict, block, suspend, or refuse service where necessary for sanctions compliance, payment processor requirements, bank requirements, supplier requirements, risk controls, or legal compliance.

Where a complaint relates to restricted access, blocked destinations, suspended accounts, refused payments, or compliance checks, Kainet may not be able to disclose all internal fraud-prevention, sanctions-screening, payment-risk, or supplier criteria.

We will still review the complaint and provide a response where reasonably possible.

We want to resolve complaints fairly, but we also need to protect our staff, contractors, systems, and service users.

We may restrict communication channels, require written communication, pause communication, or take protective action where communications are abusive, threatening, discriminatory, harassing, excessive, repetitive, fraudulent, or intended to disrupt the service.

We will not treat reasonable persistence, disagreement, or escalation as abusive conduct.

Kainet may update this Complaints Code from time to time.

We may update contact details, ADR details, process information, accessibility information, or service details as our service develops.

The version and date at the top of this Code show when it was last updated.

Before paid public service availability begins, this Code should be reviewed to ensure that the customer support phone number, WhatsApp support number, CISAS membership details, Terms and Conditions, Privacy Policy, Cancellation and Refund Policy, and public website information are consistent and up to date.