Office Policies

These Office Policies (the "Policies") apply to all clients of Pasadena Clinical Group ("the Practice") and to anyone who interacts with the Practice's offices, personnel, or services. The Policies are part of the Practice's intake package and are incorporated by reference into the Treatment Consent, Telehealth Agreement, and Terms & Conditions. Where any conflict exists, the executed intake documents control. The Practice may revise these Policies upon reasonable notice.

1. Cancellations and no-shows

We require at least twenty-four (24) hours' advance notice for cancellations or rescheduling. Late cancellations (less than 24 hours' notice) and no-shows are billed at the full session fee, payable by the client. Insurance does not cover late-cancellation fees. The Practice may, in its discretion, waive the fee for documented genuine emergencies (e.g., sudden hospitalization, death in the family). Repeated late cancellations or no-shows may result in loss of the recurring weekly slot, transition to a same-week-only schedule, or termination of services. To cancel, you must call (626) 354-6440 or message your clinician's secure portal; email is not a guaranteed method of cancellation.

2. Lateness

If you arrive late, the session will end at its scheduled time and is billed at the full fee. Sessions cannot run over because of clinician scheduling, room scheduling, and the next client's right to start on time.

3. Payment, fees, and billing

Self-pay fees are disclosed at intake and reviewed at least annually; fees may be adjusted with at least sixty (60) days' written notice. Sliding-scale slots are limited and offered case by case. Payment is due at the time of service unless otherwise arranged in writing. The Practice accepts approved cards through its PCI-DSS-compliant processor; we do not store full card numbers. Returned-payment fees, late fees, and reasonable collection costs (including attorneys' fees as permitted by law) may be added to delinquent balances. Balances unpaid for ninety (90) days or more may be referred to collection consistent with the federal Fair Debt Collection Practices Act (15 U.S.C. §1692 et seq.) and California's Rosenthal Fair Debt Collection Practices Act (Cal. Civ. Code §1788 et seq.). Unpaid balances may also accrue interest at the legal rate. Disputes regarding billing must be raised in writing within sixty (60) days of receipt; you waive disputes not raised within that period to the maximum extent permitted by law. The good-faith estimate process for self-pay clients is described on the No Surprises Act / GFE page.

4. Insurance, verification, and your responsibility

Insurance verification is provided as a courtesy. Quoted benefits are not a guarantee of coverage. Final coverage and patient responsibility are determined by your insurer at the time the claim is adjudicated. You are responsible for any amount your insurer denies, applies to deductible, applies to copay/coinsurance, or otherwise does not pay. You agree to keep your insurance information current and notify us promptly of any change. By signing the intake forms you assign benefits to the Practice and authorize the Practice to bill on your behalf.

5. Communication outside session

We respond to non-urgent communication within one to two (1–2) business days. Please limit between-session communication to scheduling and brief logistics; clinical content belongs in session. Email, text, and voicemail are convenient but not fully secure; with your consent (documented at intake), we may use them for limited logistics. We do not provide clinical advice, urgent care, or crisis services by email, text, voicemail, or social media; do not contact us through these channels in an emergency. Call 911 or 988. The Practice does not provide twenty-four-hour or after-hours coverage.

6. Court appearances, subpoenas, depositions, declarations, and forensic services

Court testimony, deposition, record review, declaration drafting, attorney communication, and subpoena response are billed at $400 per hour with a four-hour minimum, payable in advance. Travel time, waiting time, and preparation time are billable at the same rate. The Practice will, where permissible, notify you, assert the psychotherapist-patient privilege (Cal. Evid. Code §1010 et seq.), and produce only the minimum necessary information in response to a subpoena. The Practice does not perform custody evaluations, fitness-for-duty evaluations, immigration evaluations, or other forensic services in the course of routine treatment; if you require forensic services, a separate written engagement and forensic clinician are required. You agree not to call your treating clinician as a "hybrid fact/expert" witness without prior written agreement, and you agree to indemnify the Practice for legal fees and costs incurred in resisting or quashing improper subpoenas.

7. Social media, dual relationships, and clinician boundaries

Our clinicians do not accept friend requests, follow requests, direct messages, or other social-media contact from current or former clients on any platform. This is a clinical and ethical boundary for your protection. Do not "tag," post about, or attempt to interact with clinicians or staff in person outside the office without invitation. Public reviews of clinicians are not solicited and may complicate the therapeutic relationship; the Practice will not respond to specific reviews to preserve your confidentiality.

8. Office conduct, safety, and zero-tolerance for violence or harassment

The Practice maintains a safe and respectful environment for clients, staff, contractors, students, trainees, and volunteers. Threats, harassment, intimidation, weapons, drug or alcohol intoxication, sexual misconduct, racial or other discriminatory conduct, and any violence — actual or threatened — are strictly prohibited and will result in immediate termination of services and, where appropriate, contact with law enforcement. The Practice complies with Cal. Code of Civil Procedure §527.8 (workplace-violence restraining orders) and Labor Code §6401.7. Children may be in the office only with their parent or legal guardian and may not be left unattended. Service animals are welcome consistent with the Americans with Disabilities Act (42 U.S.C. §12101 et seq.) and the Unruh Civil Rights Act (Cal. Civ. Code §51).

9. Personal property; parking; building rules

The Practice and its personnel are not responsible for personal property left in the waiting area, exam rooms, or building common areas. The Practice does not control building parking or access; clients use building amenities at their own risk and must follow building rules. Smoking, vaping, and use of cannabis or other controlled substances are prohibited on Practice premises.

10. Termination of services

Either party may terminate the therapeutic relationship at any time. The Practice may terminate for clinical, ethical, safety, or administrative reasons (including non-payment, repeated no-shows, threats, fraud, conflict of interest, or your needs exceeding our scope of practice). Where reasonable, the Practice will provide notice of termination, a final session, written referrals, and emergency-resource information. Termination does not relieve you of any unpaid balance.

11. Records requests

Records requests must be made in writing using the Practice's authorization form. The Practice will respond within statutory timeframes (Cal. Health & Safety Code §123100 et seq.; HIPAA 45 C.F.R. §164.524). A reasonable cost-based fee may apply for copies. Psychotherapy notes are not provided in original form. See Notice of Privacy Practices.

12. Anti-discrimination and accommodations

The Practice does not discriminate on the basis of race, color, national origin, sex, sexual orientation, gender identity, gender expression, age, religion, disability, marital or parental status, source of payment, or any other protected status, in compliance with Title VI of the Civil Rights Act of 1964, Section 1557 of the Affordable Care Act (42 U.S.C. §18116), the Americans with Disabilities Act, the Unruh Civil Rights Act, and the California Fair Employment and Housing Act (FEHA, Cal. Gov. Code §12900 et seq.). To request an accommodation, please contact the Privacy Officer.

13. Mandated reporting and Tarasoff disclosures

Our clinicians are mandated reporters under California law and may make disclosures required by, among other authorities, CANRA (Cal. Penal Code §11164 et seq.), Welf. & Inst. Code §15630, the Tarasoff duty (Cal. Civ. Code §43.92), and lawful court orders. See Treatment Consent §5 and Notice of Privacy Practices. You release the Practice and its personnel from liability for good-faith disclosures required or permitted by law.

14. Limitation of liability and dispute resolution

To the maximum extent permitted by law, the Practice and its owners, employees, contractors, students, trainees, interns, externs, postdoctoral fellows, and volunteers are not liable for any indirect, incidental, special, consequential, or punitive damages arising from these Policies, the office environment, or non-clinical services, except where such limitation is prohibited by law or arises from fraud, gross negligence, or willful misconduct (Cal. Civ. Code §1668). Disputes are resolved as set forth in the Terms & Conditions §13: mandatory mediation, then binding individual arbitration in Los Angeles County, California, under JAMS rules and the Federal Arbitration Act, with class-action and jury waivers, except as inconsistent with non-waivable rights under California or federal law.

15. Severability and updates

If any provision of these Policies is held unenforceable, the remaining provisions remain in effect. The Practice may update these Policies at any time; the most current version is posted on this page.

Contact us about this page

Questions, requests, or complaints regarding these Policies may be directed to our Privacy Officer, Pasadena Clinical Group, 301 N. Lake Ave, STE 600, Pasadena, CA 91101, by phone at (626) 354-6440, or by email at office@pasadenaclinicalgroup.com.