Cancel Livia the easy way

Service overview

Livia is a subscription-based health and support service that offers an app experience including empathetic conversations, memory and diary features, self-care minigames and optional hardware. The full experience is delivered through in-app purchases and recurring subscriptions in GBP on app stores.

Who uses Livia

Target users are patients, clinicians and health organisations who need an AI-driven supportive companion or clinical engagement tool. Livia also serves pharmacies and insurance companies as partners for care delivery.

Company facts

Web - live chat detailed steps

1. Go to the Livia website and open the live chat widget.
2. Type "I want to cancel my subscription" and provide the account email and order number.
3. Request a reference number and ask the agent to confirm the cancellation date in writing.
4. Take screenshots of the full chat, including timestamps, and save them.

Email - detailed steps

1. Send an email to [email protected] from the email address registered to the account.
2. In the subject write: "Cancel subscription - [your email] - [order number]".
3. Include your full name, account email, order number, and a clear statement: "I instruct Livia to cancel my subscription immediately and stop future recurring charges."
4. Save the sent message and any reply from Livia as proof.

iOS - detailed steps

1. Open Settings on your iPhone, tap your name, then Subscriptions.
2. Find Livia and tap Cancel Subscription to stop auto-renewal.
3. After cancelling in App Store, email [email protected] or use live chat to confirm the cancellation on Livia's side.

Android - detailed steps

1. Open Google Play, tap your profile, then Payments and subscriptions, then Subscriptions.
2. Select Livia and Cancel subscription to stop future charges.
3. Email [email protected] or use live chat to ensure Livia marks the subscription cancelled.

PayPal - detailed steps

1. Log in to PayPal, go to Payments, then Manage automatic payments.
2. Select the Livia merchant and Cancel the automatic payment.
3. Email [email protected] with a screenshot showing the PayPal cancellation and request Livia confirmation.

Post - detailed steps

1. Prepare a signed letter with your account email, order number and instruction: "Please cancel my subscription immediately."
2. Send it by registered post to: Livia, Granby House, SW6 1RX London, United Kingdom.
3. Keep the registered post receipt and wait for written confirmation from Livia.

Moving - change of country or relocation

If you move outside Livia's supported countries you should notify Livia by email or live chat and request cancellation. Evidence required: proof of new address (utility bill or tenancy agreement) and your account email. The company must process the instruction once notified.

Price increase

If Livia increases the subscription price and you refuse the change you may cancel the contract. Provide the notice you received from Livia. Under the Consumer Rights Act 2015 and CMA guidance, a unilateral price rise that is not allowed by the contract may amount to an unfair term. See Livia's terms for their notice of price change and use the contract excerpt as proof.

Death of subscriber

To cancel after the death of a subscriber contact [email protected] and provide a copy of the death certificate and proof you are the executor or next of kin. Livia's reply should confirm closure and whether any return of hardware is required.

Legitimate grounds accepted by Livia

Research lists hardware returns and the 120-day money-back guarantee as accepted reasons for a hardware refund if the device is returned. To request a hardware refund under that policy provide the order number, proof of purchase and arrange the return with tracking. Monthly subscription payments are not refundable per Livia's published policy.

End of commitment

If you have reached the contract minimum (after twelve payments per Livia's rules you may cancel freely) notify Livia by email or chat. Evidence: account details and payment history to show the commitment period is complete.

Cooling-off (14-day right)

Under the Consumer Contracts Regulations 2013 you have a 14-day cooling-off right for most online contracts. If you exercise it, notify the trader with a clear statement. Use this link to review the Digital Markets, Competition and Consumers Act 2024 cooling-off provisions: Digital Markets, Competition and Consumers Act 2024 - cooling-off. Provide the cancellation notice and, if returning a device, proof of shipment. Monthly subscription payments already charged may be subject to the statutory rules on refunds. This paragraph is based on the Consumer Contracts Regulations 2013 and the 2024 Act above.

Before you cancel - try to negotiate

Research does not report any specific, consistent retention offers that Livia makes. There are no public reports of standard discount codes or restructured plans offered automatically. To ask for a retention offer, contact [email protected] or use live chat and present the exact competing price you found. Use this script: "I would like to keep my subscription if you can offer a reduced monthly rate or an annual rate. I can switch to a competitor at £9.00/month." Save any offer in writing before accepting.

What cancelling saves - price maths

Compute your annual saving from the actual Livia plans below. Example calculations using Livia prices published in research:

• Lite Monthly: £4.99 x 12 = £59.88 per year.
• Monthly Premium Access: £9.99 x 12 = £119.88 per year.
• Full Access - 1 Year: £99.99 per year (one-off annual price).

Cheapest real alternative from competitors in the research: Engager.app at £9 monthly. Annual cost: £9 x 12 = £108.00 per year.

Example savings if you move from Monthly Premium Access (£9.99 x 12 = £119.88) to Engager.app (£108.00): £119.88 - £108.00 = £11.88 saved per year.

Key UK consumer laws and regulators

The main laws and authorities to rely on are the Consumer Rights Act 2015 for service quality and unfair terms, the Consumer Contracts Regulations 2013 for the 14-day cooling-off right on online contracts, and the Competition and Markets Authority (CMA) which monitors unfair auto-renewal and hard-to-cancel subscription practices. The Digital Markets, Competition and Consumers Act 2024 contains updated cooling-off and subscription protections; read the enacted text here: Digital Markets, Competition and Consumers Act 2024 - cooling-off rights.

How to escalate

Step 1: Complain to Livia in writing by email or registered post and keep proof. Step 2: If unresolved, get advice from Citizens Advice and consider a complaint to the CMA for hard-to-cancel behaviour. Step 3: For card payments, consider a Section 75 claim or a chargeback through the card issuer if the payment qualifies. The legal framework forbids disproportionate cancellation penalties under the Consumer Rights Act 2015.

Check final billing and payment method

Confirm that future recurring charges have stopped. If you cancelled via PayPal, verify PayPal shows the recurring payment is cancelled and ask Livia to confirm they will not attempt further collections. Research warns that even after cancelling in PayPal you should email Livia to formally cancel on their side to avoid being treated as active with a failed payment method.

Returns, hardware and refunds

If you bought a device and are within the 120-day money-back guarantee you must return the device with all original components and tracking to receive a refund on the device purchase price. You remain responsible for return shipping costs. Monthly subscription payments already paid are non-refundable. Package the device securely and use tracked delivery to keep proof of return.

Data and account access

Request a final confirmation email that your account is cancelled and ask how long Livia will retain your personal data. If you want full deletion, request data erasure and ask for a written confirmation of deletion steps and timescale.

Use this checklist to finish cancellation and protect your payments.

• 1. Email [email protected] from your registered account with subject: "Cancel subscription - [your email] - [order number]" and keep a copy of the sent email.
• 2. If you used PayPal, cancel the recurring payment in PayPal and take a screenshot of the cancellation.
• 3. Open live chat on Livia's website and request a written confirmation or reference number; save screenshots of the chat.
• 4. If you bought hardware and are within 120 days, prepare the return with tracking and keep the postage receipt.
• 5. Check your bank or card statement for any future attempted charges for at least 60 days after cancellation.
• 6. If you do not receive confirmation within 7 days, send a registered letter to Livia, Granby House, SW6 1RX London, United Kingdom, and keep the receipt.
• 7. If Livia refuses valid cooling-off or refund rights, contact Citizens Advice and consider a chargeback or Section 75 claim for qualifying card purchases.