Support & FAQs

QUESTIONS RELATED TO YOUR SUBSCRIPTION OR TECHNOLOGY

How does the 5-Day free trial work?

All membership options include 5 days free before charging. The free trial cannot be combined with other offers. Once your free trial is up, your subscription will begin, you will be billed and will become an active Subscriber. Your membership will automatically renew every month. To avoid being charged after starting your trial you must cancel the trial before expiration (no refunds will be given). You can do this by going to “My Account” (after you’ve signed in), “Billing” to review your billing dates. You will not lose access to the free trial if you cancel early.

What timezone is this platform in?

Our time zone is EST.

Can I share my account with a friend?

No, our policy is strictly one user per account. You can only log in to 3 different devices with the same login credentials, and we check IP addresses to make sure only one user uses the account. Failure to comply with the rules of one user per account will get you banned from using our services.

I’ve forgotten my password, help!

Click on the “Sign In” from the top menu where you’ll be taken to the “Sign In” page. Click on “Forgot Password”. Enter your email address and click “Send Instructions”. You will then be sent an email with instructions on how to reset your password.

I clicked on the “Forgot Password” link, but I never received a reset password email. What now?

The email may have gone into your spam/junk mail folder. Check this first. If you still don’t see it, double-check that you are using the same email address as the one you used to sign up for your account. If this still doesn’t work, you can email us at hello@kavi.love.

How do I change my password?

Once you’ve signed into your Kavi Love account, click on “My Account”, go to “Password” in the menu and then change your password.

Can I get a refund?

As a monthly subscriber, you can cancel at any time before your next billing date. You will not be charged for further months. To avoid being charged after starting your trial you must cancel the trial before the expiration. You will have access to the videos until the end of the current billing period or the free trial.

How do I update my credit card?

Sign in to your Kavi Love account, then select “My Account”, go to “Billing”. You can then enter your credit card information here.

My credit card was declined; why is that?

Some debit/credit cards have online purchase restrictions and may not allow recurring subscription billing. If your card is being declined, please contact your credit card company and let them know of the purchase you are making with Kavi Love.

How do I purchase a Gift Card?

So beautiful to give the gift of yoga. Please click HERE to purchase a gift card. You can choose the amount. Upon purchase, you'll receive an email with a code that's redeemable by the recipient for the amount of credit you purchased.

How do I cancel or pause my subscription?

Log in, go to “My Account”, select “Billing”. Scroll down and you'll see a button called “Change Plan”. Click “Change Plan”, then click “Cancel Membership”. Once you've cancelled, you won't be charged again, but your membership will continue until the end of the current billing cycle.

My video isn’t playing smoothly or keeps buffering, how can I fix this?

This depends on many factors: the computer/device you are using (if it’s older or slower), the quality of your internet connection, the internet browser, and other factors. Here are some things you can try:

  • Make sure you have a fast and stable internet connection. We recommend a minimum download speed of 10Mbps for smooth playback.
  • Refresh your browser.
  • Switch to a browser like Google Chrome, Firefox, or Safari. Be sure the latest browser is being used.
  • Restart your wireless router or modem.

Some older versions of Android (prior to version 4.3) do not manage secure video playback well. This is an Android issue. This can be resolved by ensuring you have the latest version of Android installed on your device along with Google Chrome. Some Android devices, such as Samsung phones, come with a custom browser that does not support secure video playback. Please ensure you are actually running Google Chrome on your Android device.

I can’t find my class?

Search for the class in the Search bar. Add it to your Favourites list.

How do I create a favourites list?

Play the video, click on the star that appears under the video.

To delete a video from your Favorites list, play the video and click the star again. It will then be removed from your list.


QUESTIONS RELATED TO CLASSES

When should I eat?

Avoid eating a heavy meal 2 hours before practicing. A full stomach can hinder the practice of asana (postures) and breathing and can cause discomfort. If you must eat, have a light snack an hour before your yoga practice. Make sure you are well hydrated!

How is Kavi Love different?

Our classes are focused not just on the physical postures of yoga but the mental, emotional, and spiritual aspects. All of our teachers bring their own wisdom through their studies and life journey. No two classes are the same so you are continually remaining present in your practice. We offer so much more... check out our About Us page.

How often should I practice yoga and/meditate?

Commitment is needed to see real change. To experience the benefits of a yoga practice, we recommend practicing 3-6 days per week. You can meditate for 10-20 minutes a day. Do as much as you can. Commit to yourself. You can start small and then add on. Schedule in a time that will work for you with minimal distractions. Have a designated spot in your home and always have your mat waiting and ready for your practice. Be flexible with yourself - some days you may be tired and will need a Nourishing practice. Other days you may have more energy and a Dynamic practice will be just what you needed.

I’m new to yoga, where do I start?

We suggest doing our Foundations of Yoga series, this can be found on our New to Yoga page. You are also welcome to try out our Gentle and Hatha Yoga classes. Our Level 1 classes are also a great place to start.

I have some physical concerns, an injury, medical condition(s), being pregnant, and/or am on meditation, can I do yoga?

In all circumstances, please consult with your doctor. Please know that instructors don’t know what’s happening in your body or what you’re feeling or experiencing, so always modify it when you need to and take precautions so you are safe. Please view our Terms & Conditions page.

What if I’m not flexible or strong?

You don’t have to be flexible or strong enough to start yoga.  We offer a variety of classes. With our free trial, you can try all the classes, styles, and teachers and see what fits you. With consistent practice, you’ll notice the difference in your flexibility and strength. Yoga is designed to balance you in all ways, making you stronger if you’re too flexible and more flexible if you’re too strong or tight. You may start to fall in love with yoga for more than just the physical aspects and see changes in your mind, temperament and your overall wellbeing.

My yoga instructor sometimes chants “Om” at the beginning or the end of class and says “Namaste”. What is this?

Yoga is not a religion; however, the teacher may bring in some spiritual concepts. Chanting Om (AUM) is considered to be a form of meditation – a clearing and calming of the mind and a connection to a Higher Source. Namaste is a respectful greeting or an acknowledgment of one soul to another; the translation is: “I bow to you.” Usually, the teacher will end with a Namaste to everyone, and everyone will repeat it back. You may choose not to chant Om or say Namaste, and that is perfectly ok.

  

OTHER QUESTIONS

I have a question not listed above.

Please email us at hello@kavi.love

Is there a number I can call to speak to someone directly?

We are still a very small team handling support requests, so all requests need to be dealt with in sequence. If you provide your phone number in your emailed support request, we will be able to accommodate that, however, we do not have designated phone support staff.
  

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