Client Protection
Our commitment to fair, transparent refund and return procedures for all One Kava Group services.
One Kava Group offers a 30-day return policy applicable to facilitation fees paid for trade brokerage and service engagement. This guarantee is triggered under the following conditions:
The 30-day period commences on the date the facilitation fee payment is confirmed received in our designated account. All timelines are calculated in calendar days unless otherwise specified in the signed agreement.
Once a valid refund request is approved, we process returns according to the following schedule:
Client submits written refund request to info@onekava.com with reference number and reason.
Our team reviews the request, verifies agreement terms, and issues written acknowledgement.
Formal refund decision issued in writing, including approved amount and any applicable deductions.
Approved refund transferred via the original payment method (bank transfer, card, or other as applicable).
Refund eligibility varies by service type. The table below summarises the policy for each category:
| Service | Eligibility | Conditions |
|---|---|---|
| Trade Brokerage | Eligible | Full refund if no viable counterparty presented within 30 days |
| Brand Representation | Pro-rated | Refund of unused portion of retainer if service not initiated within 30 days |
| HR Placement | Eligible | Full refund if no candidate presented; free replacement within 90 days of placement |
| Logistics (quoted jobs) | Partial | Refund of unspent portion after deducting third-party costs incurred |
| Energy & Commodities | Eligible | Full refund if no verified supplier presented or SPA not concluded within 30 days |
| Agribusiness Projects | Partial | Refund of unspent project funds; site preparation costs are non-refundable once commenced |
| Consultation Fees | Non-refundable | Advisory and consultation time fees are not refundable once the session has taken place |
The following circumstances are excluded from our refund guarantee:
Dispute Resolution: In the event of a dispute, both parties agree to first seek resolution through direct negotiation in good faith for 14 days, followed by formal mediation under ICC rules if required, before any legal proceedings are initiated.
To initiate a refund request, please follow these steps:
You will receive an acknowledgement within 5 business days and a formal decision within 10 business days of submission.
Refunds are made in the same currency as the original payment where possible. International bank transfer fees incurred in processing the refund are borne by the client. Where the refund is in a different currency due to exchange rate movements, the prevailing mid-market rate at the time of refund processing will apply.
For refund enquiries, please contact our client relations team directly:
info@onekava.com
WhatsApp: +94 777 406706
One Kava Group · 48A Kumarapattiya, Ambagasdowa, Uva Paranagama, Sri Lanka