How hard is it to cancel Livi?

Livi (the UK brand of Kry) offers GP video consultations across NHS (free, via partner surgeries), pay-as-you-go (per-consultation fee), and employer/insurer-linked models rather than a classic recurring consumer subscription. Paid consultations can be cancelled in the Livi app up to one hour before the appointment for a full refund; no refund applies within one hour, for no-shows, or failed ID verification. Refunds process within 5-10 business days. Users may cancel their account with immediate effect for NHS, eMed or pay-as-you-go services, contacting [email protected] or +44 (0)20 3870 3029. Account data is erased/anonymised within six months of closure subject to legal retention.

How to cancel Livi

• Channels: in_account, email, phone
• Official cancellation page: https://www.livi.co.uk/terms-and-conditions/
• Pause/freeze: not offered. No recurring consumer subscription to pause on the pay-as-you-go side; individual video consultations can be cancelled in the Livi app up to one hour before the booked time for a full refund.
• Refund policy: https://www.livi.co.uk/terms-and-conditions/
• Account/data deletion: Under UK GDPR, users can request erasure by emailing [email protected]; non-medical personal data is removed within 30 days, and user data is erased or anonymised no later than six months after account closure, except where legally required to retain. DPO: [email protected]. https://www.livi.co.uk/legal/privacy-notice/

Evidence

• Terms and conditions - Livi (accessed 2026-06-16)
• Livi Privacy Notice (accessed 2026-06-16)
• Last reviewed 2026-06-16 · scope: documented public policy.

Scope & fairness

This is the Documented-Policy tier: it measures how clearly the cancellation policy is published (cited, dated facts), not the behavioural experience of cancelling (Verified-Flow audit pending). Every company is scored on the same five dimensions with the same published weights, scores cannot be bought or removed. It is opinion grounded in disclosed facts, and not legal advice.

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Cite this. Cancel Atlas (2026). “Livi, Cancellation Friction Index (GB).” CES-1.1. https://www.cancelatlas.com/c/livi-eu (CC BY-SA 4.0).

See Livi in the full index -> · How we score · Open data

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