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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