Terms and 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 you start using the LIVI App, please take a read of these T&Cs which set out some important information including:
what you can expect when you use the LIVI App and receive remote healthcare;
what is expected of you when using the LIVI App; and
in the event that you have a complaint, how you should raise this.
You are required to accept these T&Cs when you create an account within the LIVI App or sign up to use our private service. If you would like to query anything beforehand then please feel free to contact LIVI Support at firstname.lastname@example.org.
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.
Who we are
KRY International AB (556967-0820) located at Regeringsgatan 54, 111 56, Stockholm, Sweden is the owner of the platform used to provide medical healthcare through a computer or smartphone application (the “LIVI Platform”) to patients who have downloaded the app (the “LIVI App”). The LIVI App can be used to, amongst other things, book an appointment with a general medical practitioner (“GP”) for medical advice via a digital video consultation which will be provided by the GP on behalf of a licensed healthcare provider (“Medical Consultation”).
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 a Medical Consultation.
All Medical Consultations delivered via the LIVI App are delivered by a GMC registered GP on behalf of a licenced healthcare provider (“Healthcare Provider”). You will be notified of the actual Healthcare Provider at the time of booking your Medical Consultation.
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.
LIVI will provide you with certain services to support your Medical Consultation and unless specified otherwise, will also be your Healthcare Provider.
Any references to "we", "us" and "our" in these T&Cs are references to KRY and/or LIVI as relevant.
How the NHS Service on the LIVI App works
LIVI has partnered with a number of GP surgeries in England to enable patients registered at one of these GP surgeries to access Medical Consultations via the LIVI App (the “NHS Service”). To find out if you are eligible for the NHS Service please complete the account registration process which involves the following steps:
Provide certain basic personal information. Please note that you must be at least 16 years old to use the LIVI App. However, you can use your account to book an appointment for your child if they are aged between 2 and 16, subject to you providing evidence of your parental responsibility. Please see our FAQ for more information;
Accept these T&Cs and acknowledge that you have read the Privacy Notice;
Search for the GP surgery where you are registered in the practice selector. If your GP surgery has partnered with the LIVI App then you can create an account. If not, we will unfortunately not be able to offer the NHS Service to you; and
Verify your identity by uploading images of your ID document and a selfie. We work with a well-established third party provider to conduct these checks. If you have any issues or queries, please contact LIVI Support at email@example.com or at +44 (0) 3308082074. Please note that you will not be able to have a Medical Consultation until you have met our ID verification requirements.
Once your account has been registered you will be able to book a Medical Consultation by answering a series of short questions regarding the symptoms that you are experiencing. Please note that not all medical conditions are suitable for a digital consultation and you should not use the LIVI App in cases of emergency.
The Medical Consultation will take place and you will be informed, prior to booking, who the Healthcare Provider is.
Some of our partner GP surgeries also use the LIVI Platform to offer their registered patients a Medical Consultation with a doctor from the GP Surgery. If your GP surgery offers this service then you will be provided with the option of booking an appointment with a doctor from your GP surgery when booking your appointment. In such cases, your GP surgery is the Healthcare Provider.
How the Private Service on the LIVI App works
LIVI has partnered with Boots UK Limited (“Boots”), the UK’s largest pharmacy chain, to provide private Medical Consultations within nominated Boots’ stores (the “Private Service”).
To be eligible to use the Private Service you must:
provide valid proof of your ID which is sufficient to enable your ID to be verified by a member of Boots’ staff;
request medical advice on a medical issue which LIVI has classified as suitable for a Medical Consultation. Please note that not all medical conditions are suitable for a digital consultation and you should not use the LIVI App in cases of emergency;
pay the fee for the Medical Consultation in advance of the Medical Consultation taking place; and
complete the registration process on the tablet device, which requires you to accept these T&Cs and acknowledge that you have read the Privacy Notice.
Once you have completed the registration process you will be able to book a Medical Consultation with a LIVI GP. LIVI will be the responsible Healthcare Provider.
During your Medical Consultation
All GPs conducting Medical Consultations on the LIVI App are GMC registered.
You will provide the GP with accurate information as requested by the GP and any information which you feel is relevant for the GP to know.
You agree to treat all of our staff and all GPs 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 LIVI App in the event that you are in breach of this.
Outcomes from your Medical Consultation
If the GP determines during your Medical Consultation that you require:
a prescription, then this will be sent to the pharmacy of your choice;
a referral, then:
if using the NHS Service this will be sent via secure email, fax or post to the appropriate clinic or via the electronic referral service. If you use the NHS Service but request a private referral then this will be sent to you directly within the LIVI App; or
if using the Private Service then this will be sent directly to you via secure email;
a sick note, then:
if using the NHS Service this will be sent directly to you within the LIVI App; or
if using the Private Service then this will be sent directly to you via secure email;
a support letter (only available on the NHS Service), then this will be sent directly to you within the LIVI App.
Please note that we do not provide prescriptions for controlled drugs (as defined by the Misuse of Drug Act 1971), except codeine in medically appropriate situations.
If you choose to use our pharmacy partner to deliver your prescription to you, please refer to their website for their terms and conditions.
If you use the NHS Service then you will not be charged for any Medical Consultations provided via the LIVI App or any outcomes e.g. sick notes, referrals etc. If you are provided with a prescription then you will be required to pay the standard NHS prescription charge to obtain the medication.
If you are using the Private Service then payment will be taken from you by Boots on behalf of LIVI before you have the Medical Consultation. In the event that the doctor provides a prescription then this will be a private prescription and accordingly the cost of the medication will be set by the pharmacy which fulfils it. In the event that you require a refund, you must request this from Boots who are responsible for making the refund to you.
By registering for an account in the LIVI App or registering to use the Private 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 and push notifications at any time by changing your settings in the LIVI App or through the opt out link provided in all marketing communications sent to you.
Cancellation of a video consultation
If you have pre-booked a Medical Consultation on the NHS Service then this can be cancelled or changed at any time prior to the start of the Medical Consultation. However, we would ask that you give us at least 15 minutes notice to enable us to provide someone else with the opportunity to use the appointment.
If you have joined the drop-in queue for a Medical Consultation on the NHS Service then you can choose to drop out of the queue at any time prior to the start of the Medical Consultation.
If you use our Private Service, you can cancel the Medical Consultation at any time prior to the start of the Medical Consultation and receive a full refund.
Although KRY makes reasonable efforts to keep the information in the LIVI App up to date, KRY does not make any representations, warranties or guarantees, whether express or implied, that the content in the LIVI App is accurate, complete or up to date. Content in the LIVI App is not intended to be medical advice. It is provided for general information only and must not be used as a substitute for a healthcare provider's assessment, diagnosis or treatment of any illness or disease.
KRY does not warrant that the availability of the LIVI App 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, as detailed in clause 17.1 below.
Disruptions or errors in the LIVI App’s availability should be reported without delay to our customer service at firstname.lastname@example.org or by calling +44 (0) 3308082074.
Where LIVI is the responsible Healthcare Provider, LIVI will ensure that the Medical Consultation is provided using a level of reasonable skill and care by a GMC registered GP.
LIVI’s patient support team will support you with any queries related to your Medical Consultation.
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.
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.
The LIVI App is provided on an “as is” basis without any warranties.
You are responsible for ensuring that all information and contact details provided to us are relevant, correct, and kept up to date. Any changes to information must be reported without delay, by emailing email@example.com or calling LIVI's customer service at +44 (0) 3308082074.
You are responsible for providing us (or our agent as relevant) with valid identification documents which prove your identity (and responsibility for a child if relevant) and you warrant that you have done so. You acknowledge and accept that we have no liability for any injury, damage, loss or other detriment that you suffer as a result of incorrect identification documents being provided to us or our agents.
You are responsible for all actions relating to the use of your account in the LIVI App and shall ensure that your account is used in accordance with these T&Cs. Your account may only be used by you and may not be used by, or transferred to, another person. The only exception to this rule are legal guardians who may use their own account on behalf of a child, provided that the child is between the ages of 2 and 16.
If you know or suspect that anyone other than yourself has obtained access to your account, you must promptly notify us by emailing firstname.lastname@example.org or calling LIVI's customer service at +44 (0) 3308082074.
We do not guarantee that the LIVI App will be free from faults and we will not be responsible for any damage caused as a result of using the LIVI App.
You must not (i) misuse the LIVI App by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful; (ii) attempt to gain unauthorised access to the LIVI App, the server on which the LIVI App is stored or any server, computer or database connected to the LIVI App; or (iii) attack the LIVI App via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use the LIVI App will cease immediately.
If you are using the LIVI App outside the UK then it is your responsibility to ensure whether this is in accordance with the laws of the country where you are located. We provide our services in accordance with UK laws and regulations and cannot guarantee that this will comply with the rules of the country where you are located.
Intellectual Property Rights
We own or have a licence to use, all intellectual property rights (including copyright, trade marks etc) in the LIVI App, the LIVI Platform, the LIVI website (livi.co.uk), our services and their content (“IPR”).
We agree to grant you a limited licence to access and make personal use of the LIVI App, including sharing any outcomes of your Medical Consultation with another medical practitioner. You must not use our IPR in any other manner, which includes, but is limited to, copying, distributing or making commercial use of our IPR.
You must not reproduce, duplicate, copy, sell or otherwise commercially exploit the LIVI App or the LIVI Platform without our express written consent.
You must not use any of our logos or trademarks without our express written permission.
Unauthorised use and information
We take all forms of unauthorised use of your account and the LIVI App in breach of these T&Cs and/or our policy regarding security, ethics, etc. seriously. You are not, among other things, permitted to record any Medical Consultations. If you breach these T&Cs, or we suspect that your actions will lead to a breach, then we may take action against you.
We reserve the right to, with reasonable prior notice to you, remove information from the LIVI App, close your account or pursue other measures due to your breach of these T&Cs, to protect the accountability or reputation of the LIVI App. We also reserve the right to cancel the agreement between us in accordance with clause 15 below.
If you have breached these T&Cs or used the LIVI App in an unlawful or unauthorised manner, you are responsible for compensating us for any damage that results from such actions (including, but not limited to, legal fees and other claims from third parties).
Term and cancellation
If your account has been terminated in accordance with this clause then you must not re-register or register a new account without our express written permission. Please contact us by emailing email@example.com or calling LIVI's customer service at +44 (0) 3308082074.
Product development and changes in T&Cs
We reserve the right to change the scope and function of your account and the LIVI App. Product and service developments could relate to, although not exclusively, layout, content or functions and may entail alterations to these T&Cs. Such changes will be communicated through the LIVI App and/or via email. The T&Cs in force will be available on the LIVI App.
Updates to the LIVI App will be made available from time to time and you are required to download these to ensure that you can make use of all functionality within the LIVI App and that you have accepted the latest version of these T&Cs. You may be prevented from having a Medical Consultation until you have done so.
The LIVI App can only be used on iOS devices running iOS 10 or higher, or Android-enabled phones running Android v6.0 or higher. A consistent 4G or faster data connection (e.g. a fast Wi-Fi connection) is required and the LIVI App does not operate reliably on 3G, GPRS or EDGE connections.
Inability to deliver the service
We may not be able to provide Medical Consultations or otherwise make the LIVI App available to you in the event that circumstances arise which are outside our control, for example a strike, fire, government authority action, labour disputes, accidents, closures or malfunctions of public communication systems.
In the event that any of the circumstances listed at 17.1 above continues for a period of one (1) month, both you and we will have the right to immediately terminate the agreement between us as set out in these T&Cs.
You must provide us the email address and phone number for which you wish to receive confirmations, reminders and other notifications from us. In the event your contact details change, you must notify us of your contact details without delay. Other notifications should be communicated via email.
The notification is considered to be delivered:
a) if sent by email or text message; when delivery to the recipient is confirmed
b) if sent by pre-paid mail, two days after submission to the post service; or
c) if sent by courier; upon delivery / acceptance by the recipient.
We refer to our Privacy Notice here for detailed information on how we process your personal data including clear instructions on your rights and how you can exercise such rights.
If you have any complaint about the services that we provide or a dispute regarding these T&Cs then please contact us firstname.lastname@example.org.
If we are unable to resolve your complaint to your satisfaction and your complaint relates to:
healthcare services provided through the LIVI App then you can refer the matter to the Parliamentary and Health Service Ombudsman (PHSO) or Local Government Ombudsman (LGO) or the Independent Sector Complaints Adjudication Service (ISCAS) who will provide an independent adjudication on your complaint. You may also report your complaint to the Care Quality Commission (CQC), your local Clinical Commissioning Group (CCG) or NHS England; or
anything other than the healthcare services, then you can refer the complaint to mediation in accordance with the Centre for Effective Dispute Resolution’s independent mediation scheme for patients. You may also submit a disagreement with us for online resolution to the European Online Dispute Resolution platform at (European Commission Online Dispute Resolution platform.)
These T&Cs are subject to the laws of England and Wales and the courts of England and Wales have exclusive jurisdiction to hear any claim arising out of them.
The agreement between you and us, as set out in these T&Cs, is personal to you and may not be transferred by you to another other person without our express written consent. Only you can enforce these T&Cs, although you can enforce them in respect of a child who has made use of our services in accordance with these T&Cs.
We reserve the right to employ sub-suppliers to fulfil our rights and obligations under these T&Cs.