If a charge on your statement looks wrong or unfamiliar, this article can help you identify what happened and what to do next.
Common reasons for unexpected charges
Delayed charges Session charges sometimes appear weeks or months after the appointment. This is normal — Tava submits claims to your insurance after each session, and processing can take time. A charge appearing today may relate to a session from earlier in the year.
Higher-than-expected costs If your deductible hasn't been met, you may owe more per session than you expected — sometimes more than the cash-pay rate. For a full explanation of how this works, see How Insurance Billing Works at Tava.
Full session cost instead of a copay If you're being charged the full session cost rather than your usual copay, your insurance may not be active on your account, or your details may not have been verified. See Setting Up and Verifying Your Insurance to check and correct your information.
Charges during insurance verification
If your insurance was pending or showing as invalid when your session occurred, the system may have charged your card at the cash-pay rate as a fallback. If your insurance is subsequently verified, the session will be retroactively billed to your insurance and a refund will be issued for the cash-pay charge. Reach out to client-support@tavahealth.com to confirm this has been processed.
For more on how verification statuses work, see Setting Up and Verifying Your Insurance.
Missed appointment fees
Providers at Tava set their own cancellation and no-show policies. If you were charged a missed appointment fee, even due to an emergency, here's what to do:
- Review your provider's cancellation policy, available on the Billing Info page of your Tava account.
- Message your provider directly through your Tava Health account to explain the situation.
- Ask whether an exception or refund is possible — many providers will consider circumstances on a case-by-case basis.
How to review your billing history
You can view all past charges and transaction details on the Billing Info page of your Tava account. Before contacting support, it's worth checking there first to confirm whether a charge matches a past session.
Still have questions?
If you've reviewed your account and still have questions about a charge, contact us at client-support@tavahealth.com. When you reach out, it helps to include:
- The date and amount of the charge in question
- The session date you believe it relates to
- Any error messages or discrepancies you've noticed