Frequently asked questions

Not at this time. You must be physically located in California to receive therapy through Lavela. Our therapists are licensed in CA, and licensing laws require that care is provided in the state where the Lavela member is during the session. As we expand into additional states, we will share updates and open access to more regions. You can sign up for our waitlist here.

Lavela works with licensed therapists who specialize in pregnancy and reproductive loss. We don't cast a wide net; we curate therapists who have deep clinical training, compassion, and experience with perinatal trauma, identity shifts, and the complexity of reproductive loss. Unlike broad marketplaces, Lavela is intentionally focused and therapist-centered, connecting you with experts who truly understand what you're navigating.

We recommend a provider based on the member’s needs, preferences, and what they share in the intake questionnaire. That said, members can always choose to switch to a different therapist at any time if they feel someone else is a better fit.

Each session costs $250, with no hidden fees or subscriptions. You'll add a payment method when you book your first session, and that card is charged 24 hours before each session. You can update it anytime in Billing under your account.

Lavela does not process insurance directly. Many of our therapists are deeply specialized clinicians who choose to practice out of network so they can focus on delivering the most thoughtful, grief-informed reproductive care—without being constrained by insurance-mandated limits on session length, frequency, or approach. We do have a small number of therapists who accept insurance, but the majority prefer the flexibility of out-of-network care.

You can use HSA or FSA funds for sessions, and your provider can generate a superbill after each session that you can submit for potential out-of-network reimbursement.

Members can purchase 1, 3, or 5 sessions at a time. The 3- and 5-session packages are offered at a discount over the single-session rate.

No, unused sessions do not expire.

Packages are non-refundable.

Yes. After completing a session, you can download a superbill to submit to your insurance payer for possible out-of-network reimbursement.

Yes, you can purchase a package as a gift for another person.

No, the recipient can be a new member.

No. Once a gifted package is redeemed, the recipient's therapy sessions are confidential, the same as any other member's care. As the purchaser, you won't have visibility into whether or when sessions are used, or any clinical information.

Lavela's sessions are only available to California residents, so the recipient will need to confirm CA residency to redeem the gift.

They'll receive an email notifying them about the gift with a prompt to sign in (if they're already a member) or sign up (if they're new) to redeem the gift.

No, gifted packages cannot be refunded or canceled once sent.

You may reschedule your session at no charge if it is more than 24 hours before your appointment. If you need to cancel or reschedule within 24 hours of your scheduled time, the full session fee will apply. This policy helps us protect our therapists' time and ensures that appointment slots remain available for other members who are able to attend.

You can easily reschedule within your member dashboard.

If a therapist needs to reschedule, we will inform you as soon as possible. You will not be billed, and we will help coordinate a new time that works well for both of you.

If you are running behind, your therapist will wait up to 15 minutes. If you're unable to join within that window, the session will be considered a missed appointment, and the full session fee will apply.

If your therapist is running behind, we will do our best to notify you ahead of time. If they are more than 5 minutes late and you'd prefer not to wait, you are welcome to leave. You will not be charged for the session and we will help you reschedule. You can also email us anytime at support@lavelahealth.com.

Your first therapy session is about getting to know you. Your therapist will learn about what you are navigating, your goals, and the kind of support that feels most helpful for you. There is no pressure to tell your whole story at once, and the pace is guided by what feels comfortable for you.

Yes. If you do not feel a strong fit, you can switch therapists at any time. We want you to feel fully supported, and we will help you find the right match.

Lavela provides the space and infrastructure for your care. We connect you with specialized therapists, offer tools for booking and meeting, and support the flow of your therapeutic journey behind the scenes. The relationship, trust, and healing work that unfolds in session belong to you and your therapist.

Messaging is a private, secure channel to reach your therapist between sessions. It's built for practical coordination—letting your provider know you're running late, working out a reschedule, requesting a super bill, or sharing a follow-up article or link. It's not a therapy channel. Session time is where the deeper work happens. Messaging is available to keep the logistical side of your care running smoothly.

Yes. All messages are encrypted and Lavela staff do not read your message content. Any email notifications you receive will never include your message subject or body, only a prompt to log in and read it within the platform.

Messaging becomes available once you've booked your first session with your provider. After that, you'll find Messages in your navigation menu. When your therapist replies, you'll receive an email letting you know there's a response waiting for you. You can turn this notification off anytime from your account settings.

Messaging is not monitored in real time and is not the right channel for emergencies. If you are experiencing a medical or mental health emergency, call 911. For immediate crisis support, call or text 988 (Suicide and Crisis Lifeline).

A superbill is a detailed receipt from your provider that includes everything your insurance company needs to process a reimbursement claim — your diagnosis, the type of session, the date of service, and your provider's credentials. After receiving a superbill, you submit it to your insurance company, usually by logging into your member portal and uploading the document. Some plans allow submission by mail or fax. Lavela providers can generate superbills directly through the platform after each session.

Lavela providers are out-of-network, which means we don't bill insurance directly. If you have a PPO or POS health insurance plan, you may be eligible for partial reimbursement for out-of-network mental health services. HMO plans and traditional Medicare and Medicaid plans typically do not offer out-of-network benefits.

Call the member services number on the back of your insurance card and ask:

• Do I have an out-of-network benefit? If so, what does it cover for mental health or psychotherapy?
• What is my out-of-network deductible, and how much have I met?
• What is the "allowable rate" for CPT codes 90791, 90834, and 90837?
• What is my reimbursement percentage once my deductible is met?
• What is the deadline to submit a claim?
• How long does reimbursement typically take once I submit a claim?

CPT codes are standardized billing codes that identify the type of service provided. Your insurance uses them to determine your reimbursement rate. The codes you'll see on your Lavela superbill are:

• 90791 — Initial diagnostic evaluation (intake session)
• 90834 — Individual therapy session, 35–50 minutes
• 90837 — Individual therapy session, 53–60 minutes

Your insurance sets an "allowable rate" for each CPT code — this is the amount they use to calculate your reimbursement, regardless of what your provider charges. For example, if the allowable rate for a session is $200 and your plan covers 50% out-of-network, you'd receive $100 back — even if your provider's rate is higher. Most out-of-network plans reimburse somewhere between 50% and 80% of the insurer's allowable amount after the deductible is met.

If you have an out-of-network deductible, your session costs will apply toward it first. Once your deductible is met, your insurance will begin reimbursing you at your plan's out-of-network rate.

After your session, request a superbill through your Lavela account. In your dashboard, click the three dots beside your name in the left toolbar, then select Billing. From there, you'll see your billing history and a Request superbill button.

When you request your superbill, you'll be asked a few additional questions required by your insurance payer. Please answer these fully and accurately to avoid delays or denials.

Once submitted, your request goes to your provider to add session details and sign off. You'll receive an email when your superbill is ready to view and download on our platform.

We've prepared a video that walks you through the process here.

Many insurance companies let you submit claims directly through their member portal or app — this often takes just a few minutes. If you're unsure how your plan prefers submissions, contact their member services department. Your superbill will include all the information your insurer needs, though some plans may also require a standard claim form (often a CMS-1500) submitted alongside it.

Yes — most commercial plans require claims to be submitted within 90 to 180 days of the date of service. Check with your insurance company to confirm your specific deadline and don't wait too long after your session to submit.

Denials are common and often appealable. Ask your insurance for the specific reason in writing. Common causes include plan exclusions, inaccurate codes, or a deductible that hasn't been met yet. If you pursue an external appeal, the reviewer's decision is binding on the insurer — this is the step most people skip, and it's often where wrongly denied or underpaid claims get overturned. Lavela's support team can help you understand what may have gone wrong.

Yes. If you have a Health Savings Account (HSA) or Flexible Spending Account (FSA), you can use those funds to pay for therapy sessions directly — you don't have to wait for insurance reimbursement. Most FSA and HSA accounts issue a debit card you can use to pay for qualified medical expenses directly. Alternatively, you can pay out of pocket and submit a claim to your FSA or HSA for reimbursement. A superbill from your Lavela session can serve as the documentation your plan requires.

Yes — a superbill must include your ICD diagnosis code because your insurer needs it to evaluate coverage. While this is standard practice, it's worth knowing that a diagnosis becomes part of your permanent medical record and could potentially affect future applications for life insurance, long-term disability, or certain government jobs requiring security clearance. If you prefer not to have a diagnosis on file with your insurer, you can opt to pay privately and not submit a superbill.

Keep your superbills and related documents for at least three years after filing the tax return for the year the expense occurred. Save copies of your superbills, any claim forms submitted, and the Explanation of Benefits (EOB) documents your insurer sends back — these are useful if a claim is disputed or you need to track your deductible progress.

While Lavela doesn't submit claims on your behalf, our support team can help you understand your superbill, answer questions about the submission process, and troubleshoot if something doesn't look right.

If you're interested in joining Lavela as a therapy provider, please fill out our application form or email us at providers@lavelahealth.com. A member of our team will reach out to schedule an initial call to learn more about you, your clinical approach, and whether we're a strong mutual fit. If aligned, you'll meet with our Clinical Director, and once approved, we'll begin onboarding you right away.

Lavela providers must be fully licensed clinicians in the state where their clients are located. Since we're launching in California, we are currently welcoming only California-licensed providers (LMFT, LCSW, LPCC, PsyD, PhD). As we expand across the U.S., we will open applications for additional states and licensure types.

You can maintain your independent private practice outside of Lavela. We are not an employer—we're a platform that connects you with women who need your care, supports your clinical work, and helps you grow your reproductive mental health specialty. You decide your availability, caseload, and how Lavela complements your existing practice.

You may not transition members you connect with through Lavela to your personal practice. All Lavela members must continue to schedule and attend their appointments through the Lavela platform.

Our providers are all highly specialized clinicians, and a universal fee reflects their shared expertise and high standard of care. This allows women to focus on finding the therapy provider they connect with emotionally and clinically, rather than comparing prices.

Lavela is not an insurance marketplace. We take an administrative fee to maintain a safe, premium, therapist-centered ecosystem that honors women navigating loss and gives clinicians the space to provide thoughtful, specialized care.

You receive payment twice per month: on the 15th and on the last day of the month. Payments are based on completed appointments within each pay period, ensuring a predictable and transparent payout schedule.

No, we are not currently accepting insurance at this time.

Yes. You can generate superbills directly through the platform after each session, so members can submit for out-of-network reimbursement with their insurance.

We recommend providers to members based on what they share in their intake questionnaire — such as their needs and preferences—along with your availability. Members may also find you by browsing the provider directory and choose to connect if your profile resonates with them. Members can switch providers at any time if they feel someone else is a better fit.

Yes.

Lavela's goal is to allow you to focus on care, rather than logistics. We produce a professional video and profile for your page to best present your expertise, and connect you with members navigating loss who are seeking support. You'll also have access to a community of fellow providers for connection and collaboration, so you can stay grounded in the work that matters most.

You will not keep clinical notes within Lavela. We prefer that you continue using the secure platform or system you already rely on for documentation, so your workflow and records remain consistent.

You’ll use Cal.com, a HIPAA compliant tool that is integrated directly into the platform for scheduling and sessions. You’ll also have access to a simple, easy-to-navigate dashboard that serves as your hub for member management and care.