Terms & Conditions
The terms that govern your use of the Livia Health platform, website and mobile applications.
These Terms and Conditions (“Terms”) govern your access to and use of the Livia Health telemedicine platform, website, mobile applications and services (together, the “Services”). They form a legally binding agreement between you and Neotech Kenya Limited, trading as Livia Health. By accessing or using the Services, you confirm that you have read, understood and agree to these Terms.
1. Acceptance of terms
By accessing or using the Services you agree to be bound by these Terms. If you do not agree, please do not use the Services. These Terms apply to all patients, doctors, pharmacies and other users of the platform.
2. User accounts
To use certain features you must register for an account. You agree to provide accurate, current and complete information and to keep it up to date. You are responsible for keeping your login details confidential and for all activity under your account. Tell us immediately if you suspect unauthorised use of your account.
3. Medical disclaimer
Livia Health is a telemedicine platform that connects users with licensed healthcare providers. We do not provide medical advice directly. All medical advice, diagnoses and treatment recommendations are provided by independent licensed practitioners. Always seek the advice of a qualified health provider about any medical condition. In an emergency, call emergency services or go to the nearest hospital immediately.
4. Payments and refunds
Consultation fees are shown before you confirm a booking. Payments are processed securely by our payment partners. Refunds may be granted where a consultation was not completed because of technical issues or doctor unavailability. Medication purchases are handled by partner pharmacies and are subject to their refund policies.
5. Prohibited activities
You may not: (a) use the platform for any illegal purpose; (b) impersonate any person or entity; (c) share your account credentials; (d) attempt to gain unauthorised access to our systems; (e) transmit harmful code or malware; (f) harass, abuse or harm other users or healthcare providers; or (g) use automated systems to access the platform without authorisation.
6. Limitation of liability
To the fullest extent permitted by law, Livia Health is not liable for any indirect, incidental, special, consequential or punitive damages arising out of or relating to your use of the Services. Our total liability for any claim arising from these Terms shall not exceed the amount you paid us in the 12 months before the claim. Nothing in these Terms excludes liability that cannot be excluded under applicable law.
7. Governing law
These Terms are governed by the laws of the Republic of Kenya. Disputes are subject to the exclusive jurisdiction of the courts of Kenya. We encourage you to contact our support team first so we can try to resolve any issue.
8. Contact
Questions about these Terms? Email support@liviahealth.com.
Page last updated 26 October 2026.