Frequently Asked Questions
Short, direct answers to what patients ask most. If you don't find what you need, email us at [email protected] — we usually reply within one business day. This page is not for emergencies. If you are experiencing a medical emergency, call 911 or go to your nearest urgent care.
1. Insurance & payment
Do you accept insurance?
Not at this time. Vita Health 365 is a cash-pay practice — you pay online with a credit or debit card when you book or after your consult. We are not in-network with any commercial or government health plan, and we do not bill insurance on your behalf.
Can I get reimbursed by my insurance?
Possibly — many patients submit a paid itemized invoice ("superbill") to their insurer for out-of-network reimbursement. After every paid visit we email you an itemized receipt with the visit type, date, clinician, diagnosis code (where applicable), and CPT codes. We cannot guarantee your plan will reimburse — that decision is made by your insurer, not by us.
How do I pay?
Most visits are paid online at the time of booking via Stripe (Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay). For programs with a free consult (Weight Loss, Regenerative), payment happens after the consult — we email you a secure payment link that expires in 7 days.
What does the price include?
Fees on our pricing page cover the clinician's time, the consultation itself, and any prescription written during the visit. Fees do not include the medication itself (paid at your pharmacy) or any labs ordered by your clinician (paid to the lab directly or via your insurance). We never mark up, bill for, or receive a portion of pharmacy or lab charges.
2. Where we serve
Where does Vita Health 365 operate?
We see patients located in California only. Our clinicians are licensed by the Medical Board of California or the California Board of Registered Nursing, and California law generally requires that the patient be physically located in California at the time of the telehealth visit.
I'm visiting California — can I book?
Yes, as long as you are physically in California at the time of your visit and can provide a California address for any prescription. Out-of-state follow-up after you leave California is not always possible — we'll let you know during the consult.
I live in another state — can I use the service?
Not yet. We expect to expand to additional states; until then we cannot lawfully provide medical care to patients located outside California.
3. Your care team
Who provides care?
Your care team includes physicians (MD), nurse practitioners (NP), registered nurses (RN), and registered dietitians (RD). You are matched to the clinician whose scope best fits your visit — for example, an MD or NP for diagnosis and prescriptions, an RN for monitoring and education, an RD for nutrition coaching.
Are your clinicians licensed in California?
Yes. Every clinician who writes prescriptions or makes diagnostic decisions on Vita Health 365 holds an active California license in good standing. We verify license status before they see patients and re-verify on renewal cycles.
Will I see the same clinician each visit?
Where possible, yes — continuity matters and we try to match you with the same clinician for follow-ups within a program. For same-day urgent telehealth, you may be seen by whichever qualified clinician is available soonest.
Are interpreters or other languages available?
Yes. We currently offer care in English, Korean (한국어), and Mandarin (中文). Tell us your preferred language when you book and we'll match you to a clinician who speaks it.
4. Telehealth & in-person visits
How do visits work?
By default, visits are conducted by telehealth — a secure video (or, where appropriate, phone) call. You receive a unique link by email and SMS before your appointment. No app to install; the visit opens in your browser.
When might I be asked to come in person?
At the clinician's discretion. Some conditions require a hands-on exam (e.g., suspected fracture, complicated skin findings, certain controlled-substance protocols), and the Regenerative program's procedures are always performed in person at a California-licensed clinic. If your clinician determines telehealth isn't sufficient for your situation, they will tell you and we will help you schedule an in-person visit.
What do I need for a telehealth visit?
A smartphone, tablet, or computer with a camera, microphone, and a stable internet connection. Find a quiet, private space. A modern browser (recent Chrome, Safari, Firefox, or Edge) is required.
Can a family member or interpreter join the call?
Yes. You may invite a family member, caregiver, or independent interpreter to join your telehealth visit. We'll note their presence in your chart for the record.
5. Prescriptions & pharmacy
How do prescriptions work?
If your clinician determines that medication is appropriate, they write the prescription and send it electronically directly to the pharmacy of your choice. You let us know your preferred pharmacy during the visit (name, location, or fax/NPI). You then pick up the medication at that pharmacy.
Will I be given a copy of the prescription?
No. Prescriptions are transmitted from the clinician to your pharmacy through a secure electronic system (e-prescribing). Patients are not given paper prescriptions for self-delivery. This protects against fraud and dispensing errors and is consistent with how modern pharmacies are designed to receive prescriptions.
Does Vita Health 365 dispense or sell medication?
No. We are a medical practice, not a pharmacy. We do not stock, dispense, ship, or sell medication, and we receive no portion of what you pay at the pharmacy.
How much will my medication cost?
That is decided by your pharmacy and your insurance — not by us. If you have prescription insurance, the pharmacy adjudicates your copay at the counter. If you are cash-pay, the pharmacy charges its retail price. Prices vary widely; if cost is a concern, ask the pharmacy about generic alternatives, manufacturer coupons, or discount programs (e.g., GoodRx).
What about controlled substances?
Controlled-substance prescribing by telehealth is restricted by federal and California law. Some controlled medications cannot be prescribed without an in-person evaluation. We follow the current DEA telemedicine rules and California Health & Safety Code requirements; if your clinician cannot prescribe a controlled medication via telehealth, they will explain why and your options.
6. Emergencies & urgent care
What if I have a medical emergency?
Call 911 or go to the nearest emergency department. Vita Health 365 does not provide emergency services. Telehealth is not appropriate for chest pain, stroke symptoms, severe bleeding, difficulty breathing, head injury, sudden severe pain, suicidal thoughts, or any life-threatening situation.
Can I message or call you for an urgent issue?
No. Messages, emails, voicemails, and SMS texts are not monitored 24/7 and are not a substitute for emergency care. If your situation cannot wait for our next available appointment, please use urgent care or 911 instead. We typically respond to non-urgent messages within one business day.
What about a mental-health crisis?
Call or text 988 (the U.S. Suicide and Crisis Lifeline) or go to your nearest emergency department. If you are in immediate danger, call 911.
When should I go to urgent care instead of booking telehealth?
Urgent care is appropriate when you need an in-person exam quickly — possible fractures, deep cuts requiring stitches, moderate burns, severe dehydration, or symptoms that worsen rapidly. If you're unsure, a quick telehealth visit can help triage, but never delay urgent care if you feel you need it.
7. Privacy & security
How is my health information protected?
Vita Health 365 is a HIPAA-covered entity. We follow the HIPAA Privacy and Security Rules: protected health information (PHI) is stored on encrypted systems, transmitted over encrypted channels, and accessed only by workforce members who need it for your care or our operations. For full details, see our Notice of Privacy Practices.
Will you ever ask for my Social Security number, full credit card number, or banking details by text, phone, or email?
No. Never. If you ever receive a call, text, or email claiming to be from Vita Health 365 and asking you to share your Social Security number, full card number, banking credentials, or any one-time login code outside the secure payment page on vitahealth365.com — it is not from us. Hang up, do not reply, and email us at [email protected] so we can investigate.
How do you communicate with patients?
For appointment confirmations, reminders, and routine messages we use email and SMS to the contact information you provided at booking. Clinically sensitive conversations happen inside the video visit or via the patient messaging in your account. We never include sensitive clinical detail in plain SMS or unencrypted email beyond what is necessary.
Who has access to my records?
Your treating clinicians and the minimum number of administrative staff needed for scheduling, billing, and records management. We do not sell patient data to third parties. We disclose information only as permitted by HIPAA — for treatment, payment, healthcare operations, with your written authorization, or when required by law.
8. Appointments & cancellations
How do I book a visit?
Pick a program on the Programs page or go straight to /book, choose a date and time, fill out a short intake, and (for paid programs) complete checkout. You receive an email and SMS confirmation immediately.
How do I find or cancel an existing appointment?
Visit Find my appointments, enter your mobile number, and verify with a one-time code sent by SMS. You can see upcoming and past visits and cancel an upcoming visit yourself if it is more than 24 hours away.
What is your cancellation and refund policy?
You can cancel through your account at any point up to 24 hours before your appointment. Self-cancelling outside the 24-hour window automatically refunds your card; refunds usually appear within 5–10 business days. Within 24 hours of your appointment, please contact us — late cancellations and no-shows may be charged in full to cover the reserved clinician time.
What if I'm late or need to reschedule?
Join your visit on time when possible — clinicians hold the full booked time block for you. If you're running late, message your care team via the patient portal. Rescheduling outside the 24-hour window is free; inside the 24-hour window we'll do our best to accommodate but cannot guarantee a same-week alternative.
9. Records & recordings
Can I get a copy of my medical records?
Yes. As a HIPAA-covered patient, you have the right to inspect and obtain a copy of your records. Email [email protected] with the subject "Records request" and we will respond within 30 days as required by law. There may be a reasonable, cost-based fee for paper copies or non-electronic formats.
Are video visits recorded?
No. Vita Health 365 does not record telehealth visits by default. Audio and video are streamed in real time and not stored. If a recording is ever needed for clinical or quality-assurance reasons, we will tell you first and ask for your written consent.
Can I record my own visit?
Please ask your clinician at the start of the visit. California is a two-party-consent state under Penal Code §632 — recording a private conversation without all parties' consent is illegal. We typically permit a patient to record their own visit for personal reference once consent is documented.
10. Still have questions?
Email us at [email protected]. For privacy or HIPAA questions, email [email protected] with "Privacy" or "HIPAA" in the subject line. Mailing address: Vita Health 365, 2064 Marengo St, Suite 600, Los Angeles, CA 90033.