Continuvahealth LLC · Effective Date: September 23, 2026
This policy explains what Continuvahealth LLC ("Continuva," "we," "us," or "our") charges through the Continuva platform (the "Platform"), when we charge it, and how cancellations and refunds work. It is part of the Terms of Use. "Provider" means a licensed mental health professional or practice that subscribes to the Platform. "Client" means a patient of a Provider, or the parent or guardian who pays on behalf of a minor patient.
Continuvahealth LLC is the merchant of record for every payment made through the Platform. Every charge appears on your card statement as CONTINUVA. All prices are in United States dollars (USD).
Payments are processed by Stripe. Continuva never stores your full card number. Your card details are held by Stripe under its own security standards.
Free trial. A new Provider account starts with a 90-day free trial. You add a card to start the trial. We do not charge the card during the trial. We send reminder emails before the trial ends.
Monthly billing. When the trial ends, the subscription becomes a monthly subscription. A solo practitioner pays one monthly price. A clinic pays a monthly price for each seat, where a seat is an active clinic administrator, therapist, or supervisor account in that clinic. The current prices are on the Pricing page. We charge the card on file in advance for each billing period.
Seat changes. When a clinic adds a seat during a paid billing period, the seat is charged right away, prorated for the rest of the period. When a clinic removes a seat, the unused part of the period is credited against the next invoice. Seat changes during the trial are not charged until the trial ends.
Price changes. Continuva may change the subscription prices. We send an email to the Provider at least 30 days before a price change applies to their subscription. The new price takes effect on the first billing period after that notice period. We do not charge a price change mid-period.
Signed agreements. Every Provider subscription is monthly, billed in advance to the card on file, and a Provider can cancel at any time as described in section 3. If a subscription agreement or an order form that a Provider signed states a different term, renewal period, notice period, or payment method, this policy governs the billing period, renewal, cancellation, and refunds from its effective date. The fees stay as agreed.
Failed payments. If a subscription payment fails, we email the Provider and the subscription lapses. From the first failed payment, Continuva holds the Provider's session earnings and does not pay them out until the balance is paid. Continuva may also block staff enrollment, client portal invitations, and session note creation until the balance is paid. To restore the subscription, you pay the billing periods that were missed, for the number of seats at the time of the lapse.
A Provider can cancel the subscription at any time from the Billing page of the Provider account. Cancellation takes effect at the end of the current billing period. The Platform stays available until then, and no further charges are made after that date.
A Provider who cancels can reactivate the subscription from the same page before the billing period ends. The subscription then continues without interruption.
Cancelling during the free trial ends the trial at its scheduled end date. No charge is made.
A Provider may offer AI between-session support sessions to their Clients and set the price of a session. The price and the length of a session are shown to the Client before the session starts.
When we charge. The Client's card on file is charged when the session starts. If the Client extends a session that is running, the extension is charged when the Client confirms it, at the price shown. If the card is declined, the session does not start and nothing is charged.
Minors. Sessions for a minor patient are charged to the card on file of the parent or guardian who pays for that patient.
Where the money goes. Continuva collects the payment as merchant of record. Continuva keeps a platform fee and pays the remainder to the Provider. The Provider, not Continuva, delivers the clinical service and sets the price.
AI session charges. A session is delivered at the moment it starts, so a session charge is not refundable once the session has started. The same rule applies to an extension charge.
Technical failure. If a session failed for a technical reason on Continuva's side, such as a session that was charged but did not start or that ended early through no action of the Client, the Client may request a refund. Email support@continuva.com within 14 days of the charge with the date and the approximate time of the session. We review the session record. If we confirm the failure, we refund the full charge to the original card.
Duplicate charges. If the same session or the same billing period was charged more than once, we refund the duplicate in full. Email support@continuva.com with the dates of the charges.
Subscription charges. Subscription charges are not refundable for a partial billing period. Cancellation stops the next charge. The Platform stays available until the end of the paid period.
Timing. A refund goes back to the card that was charged. Your bank usually shows it within 5 to 10 business days after we issue it.
Contact us first with any billing question. Email support@continuva.com with your account email, the date of the charge, and the amount. We answer every billing request by email. If a charge is not resolved to your satisfaction, you keep every right you have under the rules of your card network and under applicable law.
Continuva may update this policy from time to time. The updated policy will be posted at this address. The effective date above indicates when this policy was last updated. A change does not apply to a charge made before the change.
Billing questions, refund requests, and cancellation questions may be directed to Continuvahealth LLC at: support@continuva.com