Frequently asked questions

Below you’ll find some of the most common questions people ask about Oliva. If we’ve missed anything, please just email us at hello@oliva.house.

What is Oliva?

Oliva is meaningful online therapy for busy people. Our aim is to help you make real progress towards your goals with expert-curated therapists, personalised matching by certified therapists, focused one-hour sessions, and a hassle-free online experience.

Who is Oliva therapy for?

Just as anyone can benefit from taking care of their physical health, we believe that anyone can benefit from taking care of their mental health. Therapy is a proven, effective way to do this. Whether you feel like you have specific issues you’d like to address, or you just want to check in with yourself regularly—Oliva therapy can help you make a positive impact on your life.

Our therapists have a wide range of expertise but we’ll get to know you before recommending you a therapist, personalised for your needs.

Oliva is not suitable for emergencies. If you're in a crisis and at risk of harming yourself or others, please call your local emergency number now.
Call 999 for emergencies or 116 123 for Samaritans.
Call 112 for emergencies or 717 003 717 for teléfono de esperanza.
Who are the Oliva therapists? Are they qualified?

All Oliva therapists go through a 6-step recruitment process and are certified therapists in their practising country with a minimum of 7 years practising experience. We choose experts with a wide range of backgrounds, experience, and evidence-based approaches.

What kind of therapy do you offer?

Our therapists have a wide range of expertise in evidence-based therapy, including:

CBT (Cognitive Behavioural Therapy)
EMT (Emotionally Focused Therapy)
Psychodynamic Therapy
EMDR (Eye movement desensitisation and reprocessing)
MBSR (Mindfulness based stress reduction)
Systemic Therapy

During your intro session, a certified therapist will learn more about your specific goals before making a personalised recommendation based on your needs and preferences.

What can therapy help with? 

Therapy has been proven to be helpful with a wide range of issues, such as: anxiety, depression, relationship issues, adapting to career & lifestyle changes, grief & loss, helping to find purpose, breaking negative patterns, adapting to parenthood, improving self-esteem, and much more.

What hours do you offer therapy sessions?

You can currently schedule sessions between 7AM and 8PM (London time). At the moment we’re not offering weekend sessions, but let us know at hello@oliva.house if this is something you’d be interested in—all feedback is welcome.

How do I cancel or reschedule a session?

After scheduling, you’ll receive a calendar event invitation via email which you can add to your preferred calendar app. The calendar event includes a link to a web page where you can cancel or reschedule your session.

What’s your cancellation policy?

We completely understand that things change and you may need to cancel your session. If so, just let us know at least 48 hours before the scheduled time and you won’t lose a session credit. If there’s an emergency and you need to cancel your session with less than 48 hours notice, please email us at hello@oliva.house.

Do you accept insurance?

Right now we don’t accept insurance.

Is my data and information secure with Oliva?

Yes. There are four ways we will ask you to share data or information:

  1. Intake survey: We ask you a few questions about your wellbeing when you get started from our website. The information you give us is stored anonymously. Even employees of Oliva with access to the database cannot know which information relates to you. Only your therapist can use this information to prepare for your matching session.
  2. Scheduling: We ask you for your name so we can identify who has scheduled a session with us and for your email so we can send you a few helpful messages like confirmations and reminders. This information is stored in a different database to the intake survey information and is used only for scheduling.
  3. Payment: We use a secure, well-known third party payments service called Stripe. They ask for your name and card details so they can process payment. Oliva never has access to your payment information.
  4. Therapy sessions: Of course, during your sessions you will share information yourself with your therapist. The video call service we use encrypts video, audio and chat data end-to-end so only you and your therapist can see, hear or read it. The information you share will be 100% confidential between you and your therapist. None of the information disclosed will be made available to other employees of Oliva and certainly not to third parties. The only exception to this is if your therapist has reasonable cause to believe that you are likely to cause harm to yourself or others.
How do I get in touch with you if I have questions?

Please email us at hello@oliva.house, we’d be happy to hear from you.

Why do I need to fill in a survey before scheduling my matching session?

One of the important ways that Oliva is different from other online therapy services is that we offer a highly personalised experience. To find you the best match with a therapist, we want to get to know you as much as possible. The intro survey helps us understand a bit more about your goals, how you’re feeling, and when you’re available before your matching session, so we can be fully prepared.

What is the matching session?

The matching session is our chance to get to know you, your goals, and more about how you’re feeling via video call. It’s also your chance to get a feel for Oliva therapy and ask us some questions. At the end of the session, we’ll book a time for your first therapy session.

Who will I speak to in the matching session?

Your matching session will be led by one of our certified therapists. They’re experienced in asking the right questions with the goal of finding you the best care. On top of this, they’re understanding, empathetic, and friendly. 

Do I need to prepare anything for the matching session?

Nope, just be there. We’ll kick things off by asking a few questions, then the conversation can flow from there.

What happens after the matching session?

At the end of your matching session, we’ll book a time for your first therapy session that works for you.

Then within 72 hours, we’ll send you a personalised matching report which includes:

  • Your therapist match + their profile
  • A summary of what we’ve learned about you so far
  • Insights into why we think your new therapist is a good fit

At this point, you don’t have to do anything else before your first therapy session. If you have any questions in the meantime, we’re always here to help: hello@oliva.house.

What should I expect in my therapy session?

Therapy is all about having conversations guided by a qualified expert. You shouldn’t feel any pressure to prepare anything beforehand, or to turn up with something to say. Your therapist is experienced in asking the right questions to help you. 

Every session will be via a video call, so you can do it anywhere you have access to a computer or mobile device with a good internet connection. We recommend finding somewhere quiet and private, so you can relax and feel as comfortable as possible.

How long is each session?

Oliva sessions are 60 minutes long. We believe this is a meaningful amount of time to spend with your therapist regularly, so that you move towards achieving your goals.

What if my therapist is late?

We know how important it is to start your session on time, and we do everything we can to make sure that happens. In the unlikely case that your therapist is late, please let us know at hello@oliva.house and we’ll work with you to resolve it.

What if I want to change therapist?

Our personalised matching process is something we take great pride in. We make it our job to match you with a therapist you feel fully comfortable with, and who is best positioned to help you achieve your goals. But of course, we won’t always get it right the first time. After your second session with your therapist, we’ll ask you how it’s going. If you’re happy with your match, it’s over to you and them. If you’re not comfortable, we’ll match you with a different therapist free of charge and will give you the two session credits back.

All of our therapists are prepared for this to take place and no one will take it personally. If you choose to provide any specific details about why you’d like to change therapist, we will not share those comments directly with your therapist. Instead, we will use it to improve our in-house training and matching process. Our number one objective is to find you the best match to help you achieve meaningful results.

When should I expect to notice results?

Everyone is different, so the time it takes to start noticing results will depend on your specific goals and how frequently you see your therapist. While people often notice results as early as their first session, we recommend giving it at least 10-15 sessions to be able to make progress in a meaningful and lasting way.

How much does therapy cost with Oliva?

Therapy in English by UK-accredited experts is £85-£95 / session for individuals, depending on how many sessions you buy up front.

Therapy in Spanish by Spain-accredited experts is €70-€85 / session for individuals, depending on how many sessions you buy up front.

Right now we’re not offering couples therapy, but we will be soon.

Why do you offer sessions in prepaid packs, rather than pay-per-session?

We believe in offering truly meaningful therapy for truly meaningful results. The best way to provide this is with evidence-based talking therapy, on a consistent basis. To provide meaningful therapy courses with simple and transparent pricing, we only offer prepaid packs of one-hour sessions.

How many sessions should I buy?

Many people start feeling the positive effects of therapy after just 1 or 2 sessions. But to really make progress towards your goals, most therapists recommend committing to at least 6.

If you’re still deciding whether therapy is right for you, 3 sessions works well as a taster—you can always buy more sessions if you’d like to continue. If you’re already confident that you want to try therapy, buy more sessions to benefit from a discounted rate per session.

Do I have to use my sessions within a certain amount of time?

Your Oliva session credits can be used up to one year after having purchased them. However, therapy is most effective when done regularly and consistently. But don't worry, your Oliva therapist will help you decide which is the best cadence for you.

What payment methods do you accept?

We accept most major credit and debit cards. All payments are processed safely and securely through our payment gateway, Stripe.

Do you offer refunds?

If you change your mind after purchasing one of our session packs, we will provide you with a full refund as long as you let us know 48 hours or more before the time of your first session. Just send us a message to hello@oliva.house and one of our team will take care of it.

What if I want to reschedule a session?

Things change, so not to worry. We just ask that you give us at least 48 hours notice if you'd like to make any changes to your upcoming session. If you're unable to give us 48 hours notice, we will still charge you for the session.

What’s the match guarantee and how does it work?

At Oliva, we put a huge amount of focus on finding the best, most experienced experts to offer you high-quality and personalised therapy. We also work hard to find you the best match, depending on your personal goals and expectations. However, like all humans, we don’t always get it right the first time.

After two sessions with your recommended therapist, we’ll check in with you to see how it’s going. If you’re happy with your therapist, it’s over to you and them. On the other hand, if you’re not feeling comfortable, we’ll match you with another therapist free of charge—and without using up more sessions you’ve already paid for.

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