Waiving Fees (Within 72 Hours)

• You can waive any fee for any reason within 72 hours of a cancellation or reschedule.
• To waive a fee, locate the message in your Message Center with cancellation/reschedule details.

If a Tava admin cancels or reschedules on behalf of the client, you can choose whether to charge a fee.

Missing Payment Method
Clients cannot be scheduled until they have accepted your late cancelation & no-show policy and have added a payment method for fees. HSA/FSA cards are not valid payment methods for late or cancelation fees. If this is the only payment method on their account, they must also add a credit or debit card to their account.

To tell if a client is missing a coverage method for fees, look for the red alert icon next to their name.

• Tell the client to go to http://care.tavahealth.com/billing
• Navigate to the "Late cancelation and no-show fees" section on the billing page
• Select "manage payment method" to add a credit card
• Accept the late/cancelation policy by selecting your policy details on the right, and click "Accept Policy"

Charging a Fee When Canceling for a Client

If a client asks you to cancel or reschedule:

1. Click on the session in your Calendar and select Cancel or Reschedule.
2. Add a message to the client and select “Canceling at the client’s request” as the reason.
3. Check the box to charge a fee (Once charged, you cannot waive it).

If you need to cancel or reschedule within 24 hours, follow the same steps but leave the box unchecked to avoid charging the client.

Charging Fees for Past Appointments

• You can retroactively charge for late cancellations, reschedules, or no-shows in the session note.
• A session is considered a no-show if the client hasn’t joined within 15 minutes of the start time.
• If you initiate the fee manually, it cannot be waived later.

Sponsored Sessions
Some sponsoring organizations may choose to cover fees for clients using session credits. If a client is late or no-shows to a sponsored session, the client will not be charged a fee. Instead, a session would be deducted from the client's remaining balance, and their sponsor organization would cover your cancelation/no show fee. This does not affect providers' reimbursement rates for late cancelations and no-shows. You may choose to waive the late cancelation or no-show fee within 72 hours, and the deducted session would be restored to the client's session allotment.