1Company information
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
In this Notice, “Kainet”, “Kainet Wave”, “we”, “us” and “our” mean KAINET WAVE LTD.
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.
2About KAINET™
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, enterprise PBX services to customers, call-centre services to customers, wholesale telecom resale by customers, or a public emergency calling service.
3No emergency calling
Kainet is not an emergency calling service. You must not use or rely on Kainet to contact emergency services.
Kainet does not support emergency calls to:
- 999;
- 112;
- 911; or
- any other emergency number in the United Kingdom or any other country.
The Kainet app and service are not designed to connect calls to emergency services, public safety answering points, police, ambulance, fire services, coastguard, medical emergency services, rescue services, or other emergency organisations.
4Use another phone service in an emergency
In an emergency, you should use a mobile phone, landline, or another reliable communications service that supports emergency calls. You must keep an alternative method of communication for emergency, safety-critical, medical, security, life-critical, or time-critical communications.
Kainet should not be your only way to make calls.
5Not a replacement for mobile, landline, broadband, or internet service
Kainet is not a replacement for:
- your mobile phone service;
- your landline service;
- your broadband service;
- your internet access service;
- your main communications provider;
- your emergency calling method; or
- any safety-critical communications system.
Kainet works through an app, internet connectivity, third-party infrastructure, payment systems, telecom suppliers, and supported destination routes. If those dependencies fail, Kainet may not work.
6Saved-contact click-to-call limitation
Kainet is designed as a saved-contact click-to-call service. You must save, select, or pre-identify an eligible destination contact or number before placing a call through the app or customer interface.
Emergency numbers are not eligible saved-contact destinations.
Kainet may block, restrict, remove, or refuse any destination number that appears to be an emergency number, special-service number, unsupported number, high-risk number, blocked destination, or restricted destination.
You must not attempt to save, dial, route, or connect to emergency numbers through Kainet.
7When Kainet may not work
Kainet may not work, may be delayed, or may be unavailable during:
- power cuts;
- internet failures;
- broadband failures;
- mobile data failures;
- device failure;
- app failure;
- app store restrictions;
- account suspension;
- payment failure;
- insufficient calling credit;
- server outage;
- hosting failure;
- telecom supplier outage;
- routing failure;
- destination network failure;
- destination blocking;
- legal or sanctions restrictions;
- fraud-prevention review;
- payment processor review;
- maintenance;
- cyber incidents;
- force majeure events; or
- any other technical, operational, legal, supplier, payment, or network condition affecting the service.
- You should not rely on Kainet where a failure, delay, or interruption could create risk to life, health, safety, property, security, or legal rights.
8Call quality and connection limitations
Kainet does not guarantee:
- successful connection to every destination;
- continuous availability of every route;
- uninterrupted service;
- specific call quality;
- specific audio quality;
- specific latency;
- specific call duration;
- specific routing;
- availability of a specific supplier;
- availability of a specific destination; or
- availability of a specific rate or bundle.
Call quality and connection success may depend on internet connection, mobile data, device condition, app version, destination network, telecom suppliers, routing availability, number type, destination restrictions, and other factors outside Kainet’s direct control.
9Destination and route restrictions
Kainet may restrict, suspend, remove, block, or change destinations, routes, number types, rates, or service features where reasonably necessary for legal, regulatory, sanctions, supplier, payment, fraud, security, technical, operational, or commercial reasons.
Kainet does not guarantee that any destination, route, supplier, number type, rate, bundle, or calling product will remain available indefinitely.
10No location information for emergency services
Because Kainet does not provide emergency calling, Kainet does not provide emergency caller location information to emergency services through the Kainet consumer service. If you need emergency assistance, you should use a mobile phone, landline, or another service that supports emergency calling and can provide emergency location information where required.
11Customer acknowledgement
Before using the service or buying calling credit, Kainet may ask you to acknowledge that:
- Kainet is not an emergency calling service;
- Kainet does not support calls to 999, 112, 911, or any other emergency number;
- Kainet is not a replacement for a mobile phone, landline, broadband service, internet access service, or emergency calling method;
- you must keep another reliable method for emergency communications; and
- Kainet may not work during power cuts, internet failures, device issues, app issues, payment issues, supplier outages, or other service disruptions.
12Vulnerable customers and safety concerns
If you may need a reliable communications method for health, safety, accessibility, vulnerability, emergency, or life-critical reasons, Kainet may not be suitable as your only communications method. Please keep an alternative service that supports emergency calls.
If you need help understanding this Notice, please contact:
- Support email: support@farvia.online
- Customer support phone: Pending / being set up
- WhatsApp support: Pending / being set up
13Complaints
If you are unhappy with how Kainet has explained service limitations, emergency limitations, service availability, call quality, destination restrictions, or account restrictions, you may raise a complaint under the Kainet Complaints Code.
You can complain using:
- 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
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.
14Updates to this Notice
Kainet may update this Notice from time to time. Updates may be made to reflect changes in law, regulation, Ofcom expectations, service features, support channels, app functionality, destination availability, supplier arrangements, or operational needs. The version and date at the top of this Notice show when it was last updated. Before paid public service availability begins, this Notice should be reviewed to ensure that the customer support phone number, WhatsApp support number