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Livi Online Therapy Cancellation Policy and Terms & Conditions

Cancellation policy

When you book an appointment you hold that time in a therapists calendar, so others aren’t able to book in. However, we understand that sometimes unexpected delays or issues can occur, meaning you may need to adjust your booking with us.

How to cancel your appointment If you need to cancel or reschedule your appointment this can be done by logging in to the booking portal. If you cancel more than 24 hours before your appointment time you will receive a full refund within 3-5 business days.

Late cancellations/No shows If you cancel your appointment less than 24 hours before your appointment time, or don’t show up for your appointment, you may still be charged. This is to help ensure that our therapists are available for as many patients as possible.

Terms & conditions

Our goal is to improve the UK’s health, one patient at a time. So it is great that you have chosen to be a part of this journey with us. Before we get started, please remember that Livi should not be used in the event of an emergency. Please ensure that you call 999 or go to your nearest Accident and Emergency unit. Before you start using the Online Therapy Service, please read these T&Cs which set out some important information including: • what you can expect when you use the Livi Online Therapy Service and receive remote CBT; • what is expected of you when use the Livi Online Therapy Service; and • in the event that you have a complaint, how you should raise this.

You are required to accept these T&Cs before you use the Livi Online Therapy Service. If you would like to query anything beforehand then please feel free to contact Livi Support at support@livi.co.uk.

1. Who we are

1.1 KRY International AB (556967-0820) located at Torsgatan 21, 113 21, Stockholm, Sweden is the owner of the platform used to provide digital healthcare through a computer or smartphone application (the “Livi Platform”) including to clients who use the online therapy service (“Online Therapy Service”).

1.2 KRY is not a licensed healthcare provider and takes no responsibility for the content or quality of medical advice provided within or in connection with the Online Therapy Service.

1.3 All sessions delivered via the Livi Online Therapy Service are delivered by a registered CBT therapist on behalf of a licensed healthcare provider (“Healthcare Provider”).

1.4 Digital Medical Supply UK Limited (“Livi”), a company registered in England and Wales and a wholly owned affiliate of KRY, is a Healthcare Provider and is registered with the Care Quality Commission in England.

1.5 Livi will provide you with certain services to support your Online Therapy Service session and unless specified otherwise, will also be your Healthcare Provider.

1.6 Any references to "we", "us" and "our" in these T&Cs are references to KRY and/or Livi as relevant.

2. How the Online Therapy Service by Livi Works

2.1 To access the Online Therapy Service you will need to complete the account registration process which involves the following steps:

2.1.1 provision by you of certain basic personal information. Please note that you must be at least 18 years old to use the Online Therapy Service; and

2.1.2 acceptance by you of these T&Cs and acknowledgement that you have read the Privacy Notice.

2.2 Once your account has been registered you will be able to book an Online Therapy Service consultation. Please note that not all mental health conditions are suitable for a digital consultation and you should not use the Livi Online Therapy Service in cases of emergency.

2.3 At the time of booking you will be able to choose the therapist you wish to be seen by, and the time of the therapy session.

2.4 A full course of therapy will typically consist of 6-8 sessions. The number required will be determined between you and your therapist. There is no commitment to complete a full course and you may discontinue your treatment at any time.

2.5 You will pay for the Online Therapy Service session via the Livi website using our third party payment provider. Please refer to their website for their terms and conditions. We reserve the right to change the price of the Online Therapy Service from time to time.

2.6 Livi therapists use Cognitive Behavioural Therapy (CBT) to help clients. CBT is based on research showing that our body, thoughts, feelings, and the things that we do all affect each other. Therapy can help us become more aware of how our bodies and minds respond to each other in common patterns. Your therapist will help you find practical things you can do to challenge troublesome patterns and replace them with positive ones.

3. During your Online Therapy Session

3.1 All therapists conducting sessions on the Livi Online Therapy Service are CBT qualified and have full British Association for Behavioural & Cognitive Psychotherapies membership.

3.2 You will provide the therapist with accurate information as requested and any information which you feel is relevant for them to know.

3.3 You agree to treat all of our staff and all therapists which you come into contact with, with dignity and respect. We do not tolerate any abusive or offensive language or behaviour and reserve the right to terminate your account and block access to the service in the event that you are in breach of this.

3.4 The first session will be an assessment of your therapy needs and suitability for CBT. If the therapist considers you unsuitable for CBT following your first session you will be entitled to a full refund.

3.5 The Online Therapy Service session will be delivered remotely via the Livi Connect platform. When booking your session you will be provided with a website link which will give you access to a digital waiting room.

3.6 At the start time of your session you will need to be ready in the digital waiting room in order to begin your consultation. If you are not available within 15 minutes the session will be considered to be cancelled and you shall not be entitled to any refund.

3.7 When the Online Therapy Service session begins the therapist will initiate a video link between yourself and the therapist, via the Livi Connect platform.

3.8 All notes and records from within your therapy session will be stored securely by Livi, and will only be shared with a third party in the following scenarios;

3.8.1 Following your final Online Therapy Service session you will be offered the opportunity for Livi to share the consultation notes with your registered GP; and/or

3.8.2 If you are deemed to be a suicide risk by your therapist, Livi reserves the right to contact your registered GP, or appropriate emergency services to inform them of the risk.

4. Charges

4.1 If you book an Online Therapy Service session you will be charged at the time of booking.

4.2 You may book as many sessions as required simultaneously, and will be charged for each one.

4.3 You will only be eligible for a refund if any one of the following conditions are met:

4.3.1 The therapist cancels the appointment or can not longer make the agreed time;

4.3.2 You cancel or rearrange the session more than 24 hours before the appointment;

4.3.3 If the consultation was not able to take place for technical reasons (e.g. video failure that could not be rectified and you are not willing to conduct the session over the phone); and/or

4.3.4 If you’re judged not appropriate for CBT by the therapist on the Online Therapy Service during the first meeting (e.g. you have more complex health needs than we can accommodate)

4.4 If you are deemed eligible for a refund you should receive that refund automatically within 3-5 business days. If you do not receive this then please contact Livi Support at at support@livi.co.uk or by calling +44 (0) 3308082074.

5. Marketing

5.1 By registering for an account on the Livi Online Therapy Service, you accept and confirm that your contact details may be used by KRY to send offers and information related to the service via email and push notifications. You can opt-out of email marketing at any time through the opt out link provided in all marketing communications sent to you.

5.2 If you reached the Livi Online Therapy service via the Boots Online Health Hub and both register and book an appointment, you accept and confirm that your contact details may be shared with Boots for the purpose of sending marketing information to you.

6. KRY’s Responsibilities

6.1 Although KRY makes reasonable efforts to keep the information on the Livi website up to date, KRY does not make any representations, warranties or guarantees, whether express or implied, that the content on the Livi website is accurate, complete or up to date.

6.2 KRY does not warrant that the availability of the Online Therapy Service will be free from disruptions. Disruptions may be caused by a variety of factors including: a) errors/problems with your hardware/equipment, network, software or errors in software that is part of a third-party product; b) other circumstances that you are responsible for; c) a virus on your device or other security threat; or d) a circumstance outside of our control. Disruptions or errors in the Livi Online Therapy Service availability should be reported without delay to Livi Support at support@livi.co.uk or by calling +44 (0) 3308082074.

7. Livi’s Responsibilities

7.1 Where Livi is the responsible Healthcare Provider, Livi will ensure that the Online Therapy Session is provided using a level of reasonable skill and care by a therapist.

7.2 Livi Support will support you with any queries related to your Online Therapy Service session. You can contact them at support@livi.co.uk or by calling +44 (0) 3308082074.

8. Our Liabilities

8.1 If we fail to comply with our obligations as set out in these T&Cs, and you are not in breach of any of your obligations, then we will be responsible for the loss or damage you suffer that is a foreseeable result of our breach of these T&Cs or our failure to use reasonable care and skill. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time you accepted these T&Cs, both you and we knew it might happen.

8.2 Liability is not excluded or limited in any way where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; or for fraud or fraudulent misrepresentation.