Terms of Service & Privacy Policy

Last updated: August 2025

These agreements outline the terms of your virtual care, privacy protections under HIPAA, and our office policies. Use the links below to go directly to each section.

Virtual Care Agreement

Only use our service if you’ve read this information and subsequently made an informed decision that our service is right for you. If you have any questions, don’t hesitate to contact us.

NOT FOR EMERGENCIES

You understand that you should never use Lavender in a medical or psychiatric emergency. You understand that in an emergency, you should dial 911, or 988, or go to an emergency department.

WEBSITE, ANALYTICS AND MARKETING

The content on Lavender’s website is for informational purposes only and is not a substitute for professional medical or psychiatric advice, diagnosis, or treatment. Always seek the guidance of a qualified healthcare provider with any questions you may have about your health. Never delay care or disregard medical advice based on something you’ve read on our website.

We do not use tracking pixels, cookies tied to health information, or any tools that monitor your activity within our HIPAA-compliant systems, such as our client portal, online forms, or video platform.

To help improve our website and understand how visitors interact with it, we use basic analytics tools that may collect limited, non-personally identifiable information such as device type, browser, pages visited, or general geographic location (e.g., city or region). We do not sell your information or use it to retarget you with advertising. If we ever engage in digital advertising (e.g., Google Ads), it will not be based on your personal health information or activity within any secure HIPAA-compliant Lavender systems. By continuing to use our website, you acknowledge this limited use of analytics.

BILLING

For services rendered by or on behalf of Lavender, you agree to pay Lavender all applicable charges at the prices or patient responsibility then in effect for the medical services provided to you. Billing information received by you may be shared with our billing partners and insurance payers, for the purpose of processing your claim and/or payment.

WHEN OUR DUTY OF CARE BEGINS

You understand that making a request for treatment (by requesting or scheduling a visit on the Website, providing supporting information and documents, answering questions, making a payment or by starting a video visit) does not in and of itself create a duty of care or create a nurse practitioner-patient relationship. Typically, a nurse practitioner-patient relationship and the duty of care begins upon completion of the first visit (care encounter) once the nurse practitioner (NP) has accepted the duty of care. You give permission to the nurse practitioners to medically care for you. You may withdraw this consent at any time by no longer seeking medical services from Lavender. You understand that the nurse practitioner has the right to refuse to take responsibility for your care if the nurse practitioner makes an independent professional judgment that you are not an appropriate candidate for the services provided by Lavender.

PHYSICAL LOCATION ACKNOWLEDGEMENT

You understand that healthcare regulations require the patient to be physically located in the state in which the treating nurse practitioner is licensed to provide care, even if the visit is occurring over remote synchronous video. Therefore, if you are traveling outside the state in which you initiated care with your nurse practitioner, you understand that you will need to postpone your appointment until your return. You understand that at each visit, you will be required to accurately disclose your location.

BENEFITS AND RISKS OF USING OUR VIRTUAL PSYCHIATRY SERVICES

You understand that Lavender offers virtual psychiatry services. You understand that by using the virtual service, you’re seeking care that’s convenient and affordable. You understand that an online mental health consultation has potential benefits, including easier access to care and the convenience of meeting from a private location of your choosing. You understand a video conferencing technology will be used to facilitate such a consultation, that the video visit is not recorded, and that it will not be the same as a direct client/nurse practitioner visit due to the fact that you will not be in the same room as your nurse practitioner. 

The secure video conferencing platform used by Lavender is provided by the Healthie platform and/or Zoom for Healthcare to facilitate video conferencing only. You do not assume that your nurse practitioner has access to any or all of the technical information in the video conferencing platform provided by Healthie or Zoom—or that such information is current, accurate or up-to-date. You will not rely on your nurse practitioner to have any technical information about the video conferencing platform used. To maintain confidentiality, you will not share your video conferencing appointment link with anyone unauthorized to attend your appointment. You understand there are potential risks to this technology, including interruptions, unauthorized access, and technical difficulties. You understand that you or your nurse practitioner can discontinue the online synchronous video visit if it is felt that the video conferencing connections are not adequate for the situation.

You understand that you should join the video appointment from an appropriate, confidential and quiet location where you feel comfortable discussing confidential information. You further acknowledge that if you are not in an appropriate location during the appointment, the nurse practitioner may choose not to continue the session and may reschedule the appointment for a later date and time; and that you will be billed for the terminated appointment. 

You understand that by using the service for an online mental health consultation, you won’t have an in-person consultation or in-person physical exam that might identify a medical or psychiatric condition that needs further investigation or immediate treatment. 

You understand that if you have any questions relating to your care that aren’t urgent, you may contact Lavender by email, phone, text or secure portal messaging. You understand that the nurse practitioner may not review and respond to your messages for several days. 

You understand that Lavender may change, suspend, or discontinue any of our partnerships, including health system partnerships, and insurance payer partnerships at any time. We will provide you with notices of such changes as applicable.

IMPORTANCE OF ANSWERING ALL QUESTIONS FULLY AND TRUTHFULLY

You understand that by using Lavender you seek to enter into a relationship where the nurse practitioner relies upon information that you provide, to decide whether or not treatment is safe and appropriate. You understand that the nurse practitioner will consider information to be accurate, true and complete, including (but not limited to), your age, gender, geographic location at time of visit, all your answers to health questions, and your photo identification. You understand that if you provide information that isn’t true and complete, then you will be at greater risk of adverse events from any treatment that the nurse practitioner prescribes and may take a treatment that isn’t necessary, appropriate, or safe. You understand that even if you provide information that is true and complete, you are still at risk of adverse events from any treatment that the nurse practitioner prescribes.

RISKS OF ACCEPTING OUR PSYCHOTROPIC MEDICATION TREATMENT PLAN

You understand that all the medicines that the nurse practitioner may prescribe or recommend, including over-the-counter medicines and ‘behind-the-counter’ medicines, can cause serious side effects and adverse events that include severe allergic reaction, permanent disability, and death. You understand that it is your responsibility to make an informed decision whether to accept a treatment plan that the nurse practitioner proposes after weighing the risks and benefits of the medicine being prescribed, alternative treatment options and the risks and benefits of such alternatives, and the option of not seeking any treatment. You understand the importance of reading the manufacturer’s leaflet that comes with a medicine, including an over-the-counter or behind-the-counter medicine, before you take a medicine because this leaflet includes important information about risks and warnings. You understand that adverse events can be caused by a number of things, including an allergic reaction, side effects, or interactions between a medicine that the nurse practitioner prescribes and any medical conditions you may have, other prescription medicines or other things (e.g., supplements, herbs, over-the-counter medicines, or recreational drugs) you are taking, and lifestyle choices such as smoking tobacco products or drinking alcohol. 

You understand that if you are a threat to yourself or to other people, you should not use Lavender and should instead call 911 or call the National Suicide Prevention Hotline at 988 or go to the nearest emergency department. 

You understand that the Lavender nurse practitioner may prescribe psychotropic medications including selective serotonin inhibitors (SSRIs), norepinephrine serotonin reuptake inhibitors (SNRI), atypical antidepressant (bupropion), atypical antipsychotics, typical antipsychotics, mood stabilizers, benzodiazepines, sedative hypnotics and stimulants. You understand that taking these types of medicines may cause potentially life-threatening side effects, the risk of suicidal thoughts and behavior and can cause a severe allergic reaction that can lead to disability and even death. You understand that abruptly stopping any of the treatments may cause symptoms including but not limited to anxiety, irritability, agitation, dizziness, nausea and sensory disturbances such as the feeling of having an electric shock. 

You understand that as a condition of treatment, Lavender nurse practitioners will require you to provide an emergency contact person as well as ensuring any weapons at home are both unloaded and locked. 

You understand that as part of treatment, Lavender nurse practitioners may require you to abstain from any alcohol or substance use including but not limited to marijuana, cocaine, and stimulants (uppers).

You understand if you are unable to abide by these terms of treatment that you may not be an appropriate candidate for this service. You understand that there are alternatives to the prescription-only medicines available from Lavender nurse practitioners, like supportive counseling for treatment of depression or anxiety.

COMMUNICATION

By using our services, you consent to receive communications from us (including our employees, agents, and contractors) related to your care, account, and use of the platform. These communications may include, without limitation, information on fees and charges, transactional details, appointment reminders, administrative messages, progress tracking, quality assurance requests, engagement materials (such as welcome packets), and other service-related notices (“Communications”).

We primarily use electronic methods of communication, which may include: (1) emails to the address you provide, (2) short message service (“SMS”) text messages to the mobile number you provide, (3) phone calls and voicemails (including those with pre-recorded or artificial voices or placed using automated systems), and (4) push notifications or other electronic messages through the platform. Message frequency may vary. Your carrier’s message and data rates may apply. The wireless carriers are not liable for delayed or undelivered messages.

By providing your contact information, you authorize us to contact you at the number(s) and addresses provided. You agree to keep your contact information up to date to ensure you receive important messages. You acknowledge that SMS messages and unencrypted emails may carry a low but inherent risk of interception or unauthorized access. SMS messages may contain a minimum amount of protected health information (PHI). Others with access to your device may also view messages we send to you.

You may opt out of marketing or non-essential communications by following the unsubscribe instructions in emails or replying “STOP” to SMS messages. We may send you a confirmation message to verify your opt-out. Please note that opting out of certain communications does not affect our ability to contact you regarding your account, care, or other legally required or service-related notices. However, if you opt out, some functions of the platform may not be available to you, and you may not receive important reminders about your services.

You agree that any notices, agreements, disclosures, or other communications sent electronically satisfy any legal requirement that such communications be in writing.

We may record (audio) of client support interactions with you for quality assurance, training, and service improvement. Such recordings will be kept confidential and not publicly displayed, unless disclosure is required by law. By using the platform, you consent to such recordings for these limited purposes.

AI-ASSISTED NOTE-TAKING

Lavender nurse practitioners have access to HIPAA-compliant AI note-taking technology for the purpose of documenting medical information in an efficient and accurate manner. Such AI technology allows your NP to focus entirely on you during your visit (instead of actively note-taking), while still accurately capturing medical information.

Transcripts are securely stored and are not shared outside of your care team. We aim to delete transcripts within 30 days whenever possible; however, if third-party tools are used by your nurse practitioner, deletion timelines may vary. In all cases, we expect our providers to follow Lavender’s data privacy standards and minimize retention to only what is necessary for care. Summaries are compiled from the transcript for the purpose of record keeping within our secure Electronic Medical Record. The transcribed notes will be reviewed and verified (and amended, as necessary) by your NP. The AI note-taking technology is not used to make any decisions about your care. Your Lavender NP will review all the information in your record, including the AI-scribed notes, before making any decisions about your care.  

RISKS TO ELECTRONIC HEALTH INFORMATION

You understand that although Lavender implements a wide range of administrative, physical, and technical safeguards to protect your health information Lavender cannot guarantee the privacy and confidentiality of your health information. 

The emails we send you are not secure because they are unencrypted. Other people may be able to read and forward the emails we send you and the emails you send us. Emails we send you may include a wide range of identifiers that include but aren't limited to your name, your email address, phone number, visit type, the date you used our service etc.

When you create an account on the Client Portal, we ask for your email address to communicate with you about your care. If an incorrect email is provided, our messages may be sent to the wrong person without our knowledge.

The SMS/text messages we send you are not secure because they are unencrypted. Other people may be able to read the SMS/text messages we send you and any SMS/text messages you send us.

The safest way to communicate with us is by phone or through our secure portal messaging. We take a number of administrative, technical and physical safeguards to look after the PHI that we hold electronically in our secure systems. But despite these safeguards, no system is full-proof and we cannot guarantee that our systems and your PHI will not be hacked or otherwise compromised by unauthorized third parties.

AGREEMENT TO TERMS

By using our services, you agree to be bound by the terms in this Agreement. Additionally, the terms of this agreement shall be binding upon any of your heirs, successors, assigns and legal representatives. If you don’t agree to be bound by these Terms, do not use the services.

HIPAA Privacy Agreement

This notice describes how health information may be used and disclosed and how you can get access to this information.

LAVENDER’S COMMITMENT REGARDING YOUR HEALTH INFORMATION

We understand that health information about you and your health care is personal. We are committed to protecting your personal health information. We create a record of the care and services you receive from us. Maintaining these records is necessary to provide you with quality care and to comply with certain legal requirements. This notice applies to all of the records of your care generated by Lavender. This notice will tell you about the ways in which we may use and disclose your personal health information and your rights to access your personal health information maintained by Lavender. We can change the terms of this Notice, and such changes will apply to all information we have about you. The new Notice will be available upon request, and on our website.

We are required by law to:

  • make sure that health information that identifies you (protected health information, “PHI”) is kept private;

  • give you this notice of our legal duties and privacy practices with respect to your health information;

  • notify you following a breach of your unsecured protected health information;

  • follow the terms of the notice that is currently in effect.

HOW WE MAY USE AND DISCLOSE HEALTH INFORMATION ABOUT YOU

The following categories describe different ways that we use and disclose health information. For each category of uses or disclosures we will explain what we mean and try to give some examples. Not every use or disclosure in a category will be listed. However, all of the ways we are permitted to use and disclose information will fall within one of the categories.

  1. For Treatment Payment, or Health Care Operations. Federal privacy rules (regulations) allow health care providers who have a direct treatment relationship with the patient/client to use or disclose the patient/client’s personal health information without the patient’s written authorization, to carry out the health care provider’s own treatment, payment or health care operations. We may also disclose your protected health information for the treatment activities of any health care provider. This too can be done without your written authorization. For example, if a Lavender nurse practitioner were to consult with another licensed health care provider about your condition, we would be permitted to use and disclose your personal health information, which is otherwise confidential, in order to assist the nurse practitioner in diagnosis and treatment of your mental health condition. Disclosures for treatment purposes are not limited to the minimum necessary standard. Because nurse practitioners and other healthcare providers need access to the full record and/or full and complete information in order to provide quality care. The word “treatment” includes, among other things, the coordination and management of health care providers with a third party, consultations between health care providers and referrals of a patient for health care from one health care provider to another.

  2. Lawsuits and Disputes. If you are involved in a lawsuit, we may disclose health information in response to a court or administrative order. We may also disclose health information about your child in response to a subpoena, discovery request, or other lawful process by someone else involved in the dispute, but only if efforts have been made to tell you about the request or to obtain an order protecting the information requested.

CERTAIN USES AND DISCLOSURES REQUIRE YOUR AUTHORIZATION

  1. Psychotherapy Notes. We keep “psychotherapy notes” as that term is defined in 45 CFR § 164.501, and any use or disclosure of such notes requires your Authorization unless the use or disclosure is: (a) For Lavender’s use in treating you. (b) For Lavender’s use in training or supervising mental health practitioners to help them improve their skills in group, joint, family, or individual counseling or therapy. (c) For Lavender’s use in defense of legal proceedings instituted by you. (d) For use by the Secretary of Health and Human Services to investigate Lavender’s compliance with HIPAA. (e) Required by law and the use or disclosure is limited to the requirements of such law. (f) Required by law for certain health oversight activities pertaining to the originator of the psychotherapy notes. (g) Required by a coroner who is performing duties authorized by law. (h) Required to help avert a serious threat to the health and safety of others.

  2. Sale of PHI. Lavender will not sell your identifiable health information in the regular course of business. However, we reserve the right to use and share aggregate, de-identified health information for research, quality improvement, and other lawful purposes. In the event Lavender is sold, acquired, or merged with another organization, your health information may be transferred as part of that transaction, as permitted by law. In such cases, the acquiring entity will be bound by the same privacy obligations described in this Notice.

CERTAIN USES AND DISCLOSURES DO NOT REQUIRE YOUR AUTHORIZATION

Subject to certain limitations in the law, Lavender can use and disclose your PHI without your authorization for the following reasons:

  1. When disclosure is required by state or federal law, and the use or disclosure complies with and is limited to the relevant requirements of such law.

  2. For public health activities, including reporting suspected child, elder, or dependent adult abuse, or preventing or reducing a serious threat to anyone’s health or safety.

  3. For health oversight activities, including audits and investigations.

  4. For judicial and administrative proceedings, including responding to a court or administrative order, although Lavender’s preference is to obtain an authorization from you before doing so.

  5. For law enforcement purposes, including reporting crimes occurring on our premises.

  6. To coroners or medical examiners, when such individuals are performing duties authorized by law.

  7. For research purposes, including studying and comparing the mental health of patients who received one form of treatment versus those who received another form of treatment for the same condition.

  8. Specialized government functions, including, ensuring the proper execution of military missions; protecting the President of the United States; conducting intelligence or counterintelligence operations; or, helping to ensure the safety of those working within or housed in correctional institutions.

  9. For workers’ compensation purposes. Although Lavender’s preference is to obtain an Authorization from you, we may provide your PHI in order to comply with workers’ compensation laws.

  10. For appointment reminders and health related benefits or services. Lavender may use and disclose your PHI to contact you to remind you that you have an appointment with us. Lavender may also use and disclose your PHI to tell you about treatment alternatives, or other health care services or benefits that we offer.

CERTAIN USES AND DISCLOSURES REQUIRE YOU TO HAVE THE OPPORTUNITY TO OBJECT

Disclosures to family, friends, or others. Lavender may provide your PHI to a family member, friend, or other person that you indicate is involved in your care or the payment for your health care, unless you object in whole or in part. The opportunity to consent may be obtained retroactively in emergency situations.

YOU HAVE THE FOLLOWING RIGHTS WITH RESPECT TO YOUR PHI

  1. The Right to Request Limits on Uses and Disclosures of Your PHI. You have the right to ask Lavender not to use or disclose certain PHI for treatment, payment, or health care operations purposes. Lavender is not required to agree to your request, and may say “no” if we believe it would affect your health care.

  2. The Right to Request Restrictions for Out-of-Pocket Expenses Paid for In Full. You have the right to request restrictions on disclosures of your PHI to health plans for payment or health care operations purposes if the PHI pertains solely to a health care item or a health care service that you have paid for out-of-pocket in full.

  3. The Right to Choose How Lavender Sends PHI to You. You have the right to ask us to contact you in a specific way (for example, home or office phone) or to send mail to a different address, and we will agree to all reasonable requests.

  4. Your Right to Access and Get Copies of Your PHI. You have the right to access and receive a copy of your medical records and other health information we maintain about you, except in limited cases such as psychotherapy notes. We will make every effort to fulfill your request as quickly as possible and without unnecessary delay—typically within a few days, and no later than 30 days from receiving your written request. Whenever feasible, we will provide records in the format you prefer (electronic or paper). We do not impose barriers or delays, and any fees charged will be reasonable and based only on the cost of fulfilling your request.

  5. The Right to Get a List of the Disclosures Lavender has Made. You have the right to request a list of instances in which Lavender has disclosed your PHI for purposes other than treatment, payment, or health care operations, or for which you provided Lavender with an Authorization. We will respond to your request for an accounting of disclosures within 30 days of receiving your request. The list Lavender will give you will include disclosures made in the last six years unless you request a shorter time. We will provide the list to you at no charge, but if you make more than one request in the same year, Lavender will charge you a reasonable cost based fee for each additional request.

  6. The Right to Amend Your PHI. If you believe that there is a mistake in your PHI, or that a piece of important information is missing from your PHI, you have the right to request a correction of the existing information or addition of the missing information. Lavender may say “no” to your request, but we will tell you why in writing within 30 days of receiving your request. We are generally unable to delete information from your medical record. At your request we can de-activate your secure account so that you and others can no longer access it with your username and password.

  7. The Right to Get a Paper or Electronic Copy of this Notice. You have the right to get a paper copy of this Notice, and you have the right to get a copy of this notice by email. And, even if you have agreed to receive this Notice via email, you also have the right to request a paper copy of it.

EFFECTIVE DATE OF THIS NOTICE

This notice went into effect in August 2025. Acknowledgement of Receipt of Privacy Notice Under the Health Insurance Portability and Accountability Act of 1996 (HIPAA), you have certain rights regarding the use and disclosure of your protected health information.

Office Policies Agreement

 (Booking, Cancellation, No-Show, Payments, Etc.)

VIRTUAL APPOINTMENTS

Lavender only offers telehealth appointments either by video conferencing or telephone. We do not offer in-person appointments at this time.

CREDIT CARD AUTHORIZATION

Lavender will maintain your credit card information in a secure and encrypted format within your electronic health record, using Stripe—a HIPAA and PCI-compliant payment processor. This information is not visible to our team and is protected in accordance with financial and privacy standards.

You authorize Lavender to charge your chosen payment method for the medical services provided to you, and in the following situations: (a) after appointments for any self-pay or co-pay, co-insurance or deductible amounts, (b) if you cancel or reschedule within 24 hours of your appointment, and (c) if you miss your appointment or arrive too late to be seen. Lavender may accumulate charges that you’ve incurred for the medical services and submit them as one or more aggregate charges during or at the end of each billing cycle. Lavender reserves the right to correct any billing errors or mistakes even if payment has already been requested or received.

When you use a credit card to pay for medical services, your balance is treated as credit card debt—not medical debt. This means some protections that normally apply to medical bills may not apply, such as limits on reporting to credit bureaus and restrictions on wage garnishment or liens.

Medical debt often has more lenient rules, like delayed reporting and interest limits, which don’t apply to credit card debt. By paying with a credit card, you acknowledge you understand these differences and agree to proceed with this payment method.

INSURANCE ESTIMATES

We strive to provide an accurate estimate of your insurance coverage based on information from your insurance company’s provider portals. However, these portals may sometimes contain inaccuracies. Insurance reimbursement can take up to 90 days from date of service.

To help avoid large bills accumulating over multiple visits during this period, we charge an estimated insurance amount until we receive your first Explanation of Benefits (EOB) confirming your actual covered amounts. Once we receive the EOB, we will adjust your balance accordingly—either issuing a refund or requesting additional payment.

APPOINTMENT LENGTH

Please select the appropriate length of appointment you require based on your personal needs. Should you require additional time at the end of your session, your nurse practitioner will try to accommodate you if their schedule allows, but you will be charged for the additional time in accordance with our service pricing. Your credit card or insurance will be charged automatically following the appointment for any additional treatment time.

APPOINTMENT INTERVALS

Your Lavender nurse practitioner will discuss the appropriate appointment interval for your unique and individual needs. Should you require psychiatric medication management by Lavender nurse practitioners, you are required to see your Lavender nurse practitioner at least once per month for ongoing medication management, unless agreed upon otherwise between you and your nurse practitioner.

FORMS & DOCUMENTS

For your initial visit with Lavender, you will be required to complete an online self-assessment and consents. If you do not see your Lavender nurse practitioner for a period of 120 days or longer, you will be required to book a new 60-minute initial consultation appointment and complete all your assessments and forms again. Completion of self-assessment forms and submission of photo ID, insurance information, and credit card is required prior to re-enrolling for care with Lavender. For subsequent appointments with your Lavender nurse practitioner, you will be required to complete periodic mood screeners. Completion of these assessments are recommended in advance of your appointment to make the best use of your time with your provider and to help guide the session accordingly.

CANCELLATIONS & RE-SCHEDULING

Please remember to cancel or reschedule 24 hours in advance. You will be charged a $100 fee if cancellation or rescheduling of your appointment occurs within 24 hours of your appointment time. This is necessary because a time commitment is made to you and is held exclusively for you.

LATE & NO-SHOWS

If you are late for a session, we may only be able to see you for the time remaining in your appointment or may not be able to accommodate you at all depending on your tardiness, your session length, and our commitment to other clients. In any case, if you are late or no-show to appointments, you will be charged a $150 fee. Three consecutive late cancellations and/or no-shows, or three total late cancellations and/or no-shows within a period of 12 months may result in your discharge from Lavender as a client.

TELEPHONE AND TEXT ACCESSIBILITY BETWEEN APPOINTMENTS

Our Lavender Care Team is available to support you with appointment bookings, and questions or concerns between appointments. Please note, the Care Team is staffed by non-medical personnel who may not provide health or medical advice. You may contact the Lavender Care Team via phone, text, email, or in-app messaging should you have any questions or concerns pertaining to appointment bookings, or if you need to speak with your nurse practitioner. Should your question require the discussion or exchange of personal health information, the Care Team will escalate your concern to a RN or Lead NP for direction and support. If you require emergency attention, you will be instructed to call 911, 988, or attend your local emergency department. Lavender’s communication channels are NOT monitored 24 hours a day, seven days per week, and we cannot guarantee same day response or appointments.

SOCIAL MEDIA AND TELECOMMUNICATION

Due to the importance of your privacy and confidentiality, and the importance of minimizing dual relationships, Lavender nurse practitioners do not accept friend or contact requests from current or former clients on their personal social networking sites (Facebook, Instagram, etc). We believe that adding clients as friends or contacts on these sites can compromise your confidentiality and our respective privacy. It may also blur the boundaries of the therapeutic relationship. If you have questions about this, please bring them to the attention of your nurse practitioner or connect with our Care Team.

MINORS

Lavender does not treat individuals under the age of 18.

SERVICE TERMINATION

Ending care can be difficult, and Lavender aims to support a smooth transition whenever possible. You may terminate your use of the medical services provided by Lavender at any time by not using the medical services any more. Your nurse practitioner may also recommend ending treatment for a variety of reasons, including but not limited to: if it is no longer clinically appropriate, not being effectively used, illegal conduct such as falsifying information to obtain controlled substances, abusive or threatening behavior, or if there are unresolved payment issues.

Further, you understand that it may be possible that your condition cannot be treated via the telehealth services, or that information transmitted through the telehealth services may not be sufficient or of too poor of quality, or insufficient information or data to allow for appropriate medical decision making. Accordingly, you may be required to seek additional in-person medical care, alternative healthcare or emergency services.

When feasible, a termination session will be offered to support closure and next steps. If your provider’s departure is abrupt or unplanned, we will do our best to notify you as soon as possible, and offer support through our Care Team to transition to another Lavender NP.

For established clients, Lavender will make every reasonable effort to provide 30 days' notice of termination, a termination session (when possible), and a 30-60 day supply of medication to ensure continuity of care while you transition care to an external provider.

DISCLAIMER

To the maximum extent not prohibited by law, except in cases of negligence or willful misconduct, we and our affiliates, providers, employees, officers, directors, or agents will not be responsible for any loss or damage, including personal injury, loss of income, or death, resulting from anyone's use of or inability to use the Lavender medical services.