Office Policies

1. Information-only purpose of the website

This page describes operational policies of Pasadena Clinical Group ("PCG"). It is informational and is not, by itself, a substitute for the consents and agreements you sign at intake. The PCG website is not a vehicle for self-diagnosis or for clinical care, and use of the website does not establish a clinician-patient relationship. The full disclaimers in our Terms & Conditions, Treatment Consent, and Notice of Privacy Practices control.

2. Eligibility; identification

To begin care, you must be at least 18 years old (minor referrals are evaluated case-by-case), physically located in California at the time of any clinical session, and able to provide a current photo ID, current insurance information (if applicable), an emergency contact, and the address of your usual session location for safety routing.

3. Cancellation; rescheduling; no-show

We require at least 24 hours' notice to cancel or reschedule an individual session. Cancellations within 24 hours and no-shows are billed at the full session rate. Insurance does not reimburse missed sessions; the fee is the patient's responsibility and is not subject to negotiation. The practice may, in its sole discretion, waive a single late-cancellation fee per calendar year for documented emergencies. Repeated late cancellations or no-shows may result in scheduling restrictions or termination of services with referrals.

For group therapy, intensive outpatient programs, and time-limited cohort programs, attendance is committed for the duration of the cohort. Missed group sessions are not refundable, are not transferable, and are not reschedulable. Repeated absences may result in removal from the cohort and a discussion about re-enrollment in a future cohort.

4. Lateness

If you are more than fifteen (15) minutes late to a session, your clinician may, at their discretion, shorten the session or reschedule. Sessions end at the scheduled stop time regardless of start time. There is no fee reduction for lateness.

5. Fees

Current session fees are disclosed at intake, set forth in your engagement letter, and reviewed annually. Fee changes will be communicated in writing at least thirty (30) days in advance. PCG accepts cash, check, all major credit cards, and HSA/FSA cards, where eligible. Co-pays, co-insurance, deductibles, and patient responsibility amounts are due at the time of service. PCG may decline to schedule services if a balance is past due. Returned checks incur a fee permitted under California law (currently $25 for the first dishonored check and up to $35 for each subsequent dishonored check, plus actual damages permitted by Cal. Civ. Code §1719). Past-due balances over ninety (90) days may, after written notice, be referred to a collection service and reported to credit bureaus to the extent permitted by law.

6. Insurance and self-pay

If you use insurance, you are responsible for verifying that your benefits are active, that PCG (or your specific clinician) is in network, and that any required pre-authorization is obtained. PCG will assist with verification and authorization, but ultimate responsibility for coverage and unpaid amounts rests with you. Statements about network status on the website are general; your insurer's records control. If a claim is denied, you remain responsible for payment, subject to your appeal rights with the insurer. Patients without insurance or who are self-paying are entitled to a Good Faith Estimate under the No Surprises Act — see our No Surprises Act page.

7. Communication outside session

Routine communication (scheduling, billing, brief logistical questions) is handled by office staff during business hours. Clinical communication between sessions is generally limited to brief exchanges; substantive matters are addressed in session. PCG does not provide crisis or emergency services and does not monitor messages 24/7. Do not rely on email, text, voicemail, fax, or any non-emergency channel for urgent needs.

If you are in crisis or imminent danger, call or text 988 or call 911. Do not contact the office for emergencies.

8. Email, text, and electronic communications

Email and text messages are not fully secure. By providing your email address or mobile number, you consent to communications by those means for administrative purposes (appointment confirmation, scheduling, billing, policy updates) and accept the inherent risks of unencrypted transmission. Substantive clinical content is discussed in session or, when necessary, by phone or through our HIPAA-secure platform. Communications consent for telephone calls and text messages complies with the Telephone Consumer Protection Act and California's analog. You may opt out of marketing communications at any time without affecting the provision of services.

9. Social media

To preserve clinical boundaries and confidentiality, PCG clinicians do not accept friend, follow, contact, or message requests from current or former patients on personal social-media accounts (including LinkedIn for personal connection requests). Public reviews of services on third-party sites are not solicited; clinicians cannot respond to public reviews in a manner that confirms or denies a treatment relationship without violating confidentiality. If you wish to provide feedback, please contact the office directly.

10. Boundaries; gifts; outside contact

To preserve clinical effectiveness, PCG clinicians do not enter into business, social, or personal relationships with current or former patients, do not exchange gifts of more than nominal value, and do not provide professional references or testify in non-clinical contexts. Out-of-session encounters in public are handled discreetly to protect your privacy; clinicians will not initiate acknowledgement.

11. Court involvement, subpoenas, and forensic services

PCG generally does not provide forensic evaluations or expert testimony as part of routine clinical care. If you involve your clinician in legal proceedings of any kind (custody, criminal, civil, immigration, restraining order, employment, disability), preparation, records review, document production, depositions, court appearances, and travel are billed at PCG's court rate of $500 per hour, including travel and waiting time, with a four-hour minimum for any court appearance and a two-hour minimum for any deposition. Subpoena response and document production are billed at our standard hourly rate. Cancellation of any scheduled court appearance with less than 72 hours' notice is billed at the four-hour minimum. Payment for all legal-related services is required in advance by retainer.

Receipt of a subpoena does not by itself authorize disclosure under California law. PCG will assert applicable privileges and require proper authorization, court order, or compliance with Cal. Code of Civ. Proc. §1985.3 before producing records.

12. Records requests

Patients (or their legal representatives) may request access to or copies of their records consistent with Cal. Health & Safety Code §123100 et seq. and 45 C.F.R. §164.524. Requests must be in writing. PCG may charge the reasonable, cost-based fees permitted by law for copies, summaries, and electronic media.

13. Photography, recording, and AI tools

Photography, audio recording, video recording, screen recording, and use of AI/transcription assistants during sessions or in PCG offices are prohibited without PCG's prior written consent. Unauthorized recording violates Cal. Penal Code §632 and is a material breach of these policies that may result in immediate termination of services and possible legal action.

14. Office conduct; safety

The PCG office is a shared, professional environment. Patients, visitors, contractors, vendors, and applicants are expected to treat staff and one another with courtesy and respect and to comply with all posted safety, security, and accessibility instructions. Threats of violence, verbal abuse, harassment, intimidation, sexual harassment, theft, vandalism, possession of weapons, possession of unlawful substances, or attendance under the influence of alcohol or unprescribed substances are strictly prohibited and will result in immediate termination of services and, where appropriate, contact with law enforcement. PCG reserves the right to record common areas (without audio) for security purposes; recording is disclosed by signage. Smoking, vaping, and the use of cannabis on premises are prohibited.

15. Children, dependents, and visitors

Patients are responsible for arranging childcare; minor children may not be left unattended in waiting areas. Visitors and family members attending sessions require advance discussion and clinical approval and may be required to sign a confidentiality acknowledgement.

16. Service animals; pets

Service animals are welcome consistent with the Americans with Disabilities Act. Other pets are not permitted without advance approval.

17. Termination of services

You may terminate services at any time; PCG will provide referrals as helpful. PCG may terminate services where (a) treatment is not productive or not in your best interest; (b) safety, fit, or fitness for service requires a higher level of care; (c) there has been a material breach of this policy or a serious boundary violation; (d) fees are unpaid after notice; (e) a conflict of interest cannot be cured; or (f) services would otherwise be inappropriate. PCG will provide reasonable continuity-of-care assistance and referrals.

18. Inclement weather; office closures

If the office is closed due to inclement weather, public-health emergency, power outage, or other operational disruption, sessions may be moved to telehealth where appropriate. You will be notified by phone, text, or email. Missed sessions due to PCG closure are not billed.

19. Translation and interpretation

PCG offers services in English, Spanish, Chinese, Vietnamese, Hindi, Italian, Arabic, and Armenian as available. If you require an interpreter for a language not offered by a clinician, PCG will arrange a qualified interpreter or refer to an appropriate provider. Family members and minors are generally not used as interpreters for clinical content.

20. Photo ID, insurance card, and minors' documents

You will be asked to present a current government-issued photo ID and insurance card at intake and on request thereafter. For minors, parental/guardianship documentation may be required.

21. Compliance, complaints, and non-retaliation

Concerns about service may be raised with the clinician directly, with PCG's Privacy/Compliance Officer (contact below), with HHS-OCR (HIPAA matters), or with the relevant licensing board (California Board of Psychology; California Board of Behavioral Sciences; Medical Board of California). PCG does not retaliate against patients or staff for raising good-faith concerns.

22. Liability; dispute resolution

Disputes arising out of or relating to office operations are subject to the dispute-resolution provisions of the executed Treatment Consent (mediation; binding arbitration under California Code of Civ. Proc. §1295) for clinical-care matters and the Terms & Conditions (mediation; binding arbitration under the FAA; class-action and representative-action waivers; jury-trial waiver; shortened limitations period; choice of California law; venue in Los Angeles County) for non-clinical matters. Clinicians, employees, contractors, supervisees, interns, postdocs, volunteers, agents, and business associates of PCG (collectively, "Released Parties") are intended third-party beneficiaries of those provisions.

23. Modifications

PCG may update these policies. Material changes will be communicated to current patients and posted on the Site. The latest version controls.

24. Contact

Pasadena Clinical Group · 301 N. Lake Ave, STE 600, Pasadena, CA 91101 · (626) 354-6440 · office@pasadenaclinicalgroup.com