Office Policies

1. Scope

These Office Policies apply to all clients of Pasadena Clinical Group ("PCG," "the practice," "we," "our," "us"), including in-person and telehealth sessions. They are reviewed and signed at intake alongside the Treatment Consent, Notice of Privacy Practices, and (for telehealth clients) the Telehealth Agreement. Acceptance of these policies is a condition of receiving services.

2. Cancellation and no-show policy

24-hour notice required. Sessions cancelled or rescheduled with less than 24 hours' notice are charged the full session fee. No-shows are charged the full session fee. Insurance does not pay for missed appointments; the fee is the client's responsibility regardless of insurance status.

How to cancel. Email office@pasadenaclinicalgroup.com or call (626) 354-6440. Cancellation by message to your individual clinician's voicemail is acceptable but the timestamp of the message determines whether the 24-hour rule applies.

Genuine emergency exception. The 24-hour fee is waived for genuine emergencies — a medical emergency, hospitalization, sudden bereavement, or other comparable event. The exception is at clinician discretion and must be documented.

Repeated late-cancellations or no-shows. Three late-cancellations or no-shows within a six-month period may result in termination of the therapy relationship, with referral to alternative providers.

3. Lateness

Sessions begin at the scheduled time. If you arrive late, the session ends at the original scheduled end time — we do not extend the session to compensate for late arrival, because the next client's session must begin on time.

15-minute cap. If you have not arrived or connected (telehealth) within 15 minutes of the scheduled start, the session is treated as a no-show and the full fee applies.

4. Fees and payment

Standard session fees are listed at intake and are reviewed annually. Current ranges are described on our Insurance page. Payment is due at the time of session unless an alternate billing arrangement is documented in writing.

Forms of payment. Major credit cards, HSA/FSA cards, debit cards. Cash and check by exception, with prior arrangement.

Returned payments. A $25 fee applies to any returned payment.

Outstanding balances. Balances over 60 days past due are subject to collections after written notice and a reasonable opportunity to resolve. We will not transfer accounts to collections without notice and without offering a payment plan in good faith.

Sliding scale. A limited number of reduced-fee slots are available; see Insurance for current policy and how to apply.

5. Insurance and superbills

PCG is largely an out-of-network practice for couples therapy (couples therapy is generally not covered by insurance — see Insurance). For sessions where a covered medical-necessity diagnosis applies and the client requests it, we provide superbills monthly for client submission to insurers. We do not file claims directly except where in-network agreements exist for specific services.

Clients are responsible for verifying their own benefits prior to starting care. We will provide CPT and ICD-10 codes used for our services on request.

6. Communication outside session

Email and text are not for clinical use. Email and text are appropriate for scheduling, brief logistics ("running 5 min late"), and administrative coordination. They are not appropriate for clinical content — distress disclosure, between-session processing, or substantive clinical conversation. The full master statement of communication policy lives in the Treatment Consent; this section summarizes the operational pieces.

Response times. Routine non-clinical messages: within 1 business day Mon–Fri; messages received after 5pm Friday or on weekends are answered next business day. We are not a 24/7 service.

If you are in crisis. We are an outpatient practice and do not provide crisis services. Call 988 (Suicide and Crisis Lifeline), 911 for medical emergencies, or go to the nearest emergency room. For intimate partner violence: 1-800-799-7233.

Email security. Standard email is not encrypted end-to-end and is therefore not used for clinical content. Secure messaging within our HIPAA-compliant client portal is available for messages that need to be in writing.

7. Court appearances and forensic services

PCG provides treatment-focused couples therapy. We are not a forensic practice. We do not perform custody evaluations, parenting capacity assessments, or other forensic evaluations.

If a clinician at the practice is subpoenaed or requested to appear in court, prepare records, write a forensic letter, or otherwise engage with legal proceedings related to a current or former client, the work is billed at the practice's forensic rate, which is approximately 1.5–2 times the standard clinical rate, in addition to a separate hourly charge for preparation, document review, and travel time. Specific multipliers and minimum-block charges are set in the practice's current fee schedule and are confirmed in writing in advance.

The practice's preference is to remain in a treatment role. Where dual-role conflict would arise, we will ask the court for clarification or referral to a qualified forensic clinician.

8. Termination of services

Either client or practice may end the therapy relationship at any time. Standard practice on closure:

• Client-initiated. Notice via any channel (session, email, phone) is sufficient. We typically schedule one final session for closure when feasible. We provide referrals on request.
• Practice-initiated. Reasons include (a) inability to provide the appropriate level of care, (b) violation of these policies, (c) repeated late-cancellation or no-show pattern (see Section 2), (d) outstanding fees over 60 days without good-faith payment arrangement, (e) clinical contraindication to ongoing couples work (intimate partner violence, ongoing affair, untreated severe individual mental illness, untreated substance use). When the practice initiates closure, we provide written notice, at least one closure session where appropriate, and three referrals.
• Crisis-related continuity. If termination occurs while a client is in active crisis, we coordinate with crisis services and a higher level of care, and we do not terminate without ensuring continuity.

9. Social media and dual relationships

Friend requests and follows. To protect client confidentiality, our clinicians do not accept friend requests, follow requests, or other personal-account social media connections from current or former clients on Facebook, Instagram, LinkedIn, X/Twitter, or other platforms. This is not personal; it is a privacy practice.

Reviews and likes. Clients are not asked, encouraged, or otherwise solicited to post reviews or "like" practice content. If you choose to write a review of the practice, please be aware that doing so may inadvertently disclose your treatment relationship.

Public-figure clinicians. Some PCG clinicians maintain public-facing professional accounts (e.g., a teaching account, a podcast). Following these public accounts as anonymous content is fine; direct interaction (comments, DMs) creates dual-relationship concerns and is discouraged.

Encounters in public. If we see each other outside the office, we will not initiate contact in order to protect your privacy. You are welcome to greet your clinician if you choose; we will follow your lead.

10. Recording and AI tools

Audio or video recording of sessions by either party is not permitted without explicit written consent from all participants. Surreptitious recording is a violation of California Penal Code §632 and is grounds for immediate termination of services.

Use of AI tools (transcription, summarization, note-taking assistants) by clients during session is not permitted without explicit advance discussion and consent.

11. Holidays and office closures

The practice is closed on the following federal holidays: New Year's Day, Martin Luther King Jr. Day, Presidents' Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving Day and the Friday after, Christmas Day, and the week between Christmas Day and New Year's Day.

Individual clinicians may also observe additional religious or cultural holidays — these are communicated in advance to scheduled clients.

12. Vacation and slot-hold policy

Clients may hold their regular weekly time slot during a clinician's vacation or extended leave at no charge for up to two consecutive weeks. Beyond two weeks, the slot may be released to another client. Clients on extended pause may request priority for the next available slot upon return; priority is honored when scheduling allows.

For client-initiated extended leave, contact your clinician at least two weeks in advance to discuss slot-hold options and re-entry planning.

13. Records and access

You have a right under HIPAA and California law to access your clinical records. Requests are made in writing to the Privacy Officer at privacy@pasadenaclinicalgroup.com or by mail to 301 N. Lake Ave, STE 600, Pasadena, CA 91101. We respond within 15 days for routine requests and within the timelines specified in our Notice of Privacy Practices for more complex requests.

Couples therapy records are jointly held and require joint authorization for release. Limited individual-only notes (when applicable) are released only with that individual partner's authorization.

Records retention follows the schedule in our Notice of Privacy Practices: at least 7 years from last date of service for adult clients; until 1 year past the age of majority for minors, whichever is later.

14. Couples therapy specific policies

Both partners required at sessions. Couples therapy sessions require both partners present. If only one partner attends, the session is generally rescheduled. Limited individual sessions within a couples-therapy course occur with both partners' advance agreement.

No-secrets policy. See Treatment Consent for the practice's no-secrets policy in couples therapy. In summary: information disclosed by one partner outside of session that is materially relevant to the couples treatment will be brought into the couples room. Clinicians do not hold confidential information from one partner against the other within a couples treatment relationship.

Affairs and disclosure. Specific protocols apply when there is an active or recently-disclosed affair; these are discussed at intake and reviewed before couples treatment proceeds.

15. Changes to these policies

We may update these Office Policies from time to time. Material changes will be communicated to current clients in advance with not less than thirty (30) days' notice for material adverse changes (e.g., fee increases, cancellation-window changes, or material changes to the dispute-resolution provisions in Section 17). The "Last updated" date at the top reflects the most recent version. Continued receipt of services after a policy update constitutes acceptance, except that material changes to Section 17 (Dispute Resolution) apply only to disputes arising after the effective date of the change unless you affirmatively re-consent in writing.

16. Release, indemnification, and limitation of liability for non-clinical matters

Definitions. "Released Parties" means Pasadena Clinical Group; its current and former owners, members, partners, principals, officers, and directors; current and former employees, independent contractors, supervisees, trainees, externs, interns, consultants, and HIPAA Business Associates; the Practice's licensors and service providers; and the heirs, successors, and assigns of any of the foregoing — each acting in their respective capacity in connection with the Practice. "Applicable Law" has the meaning given in the Terms & Conditions.

Release of non-clinical claims. To the maximum extent permitted by Applicable Law, you release the Released Parties from any and all claims, demands, damages, costs, losses, and expenses arising out of or relating to non-clinical matters, including (without limitation) scheduling, cancellation, no-show fees, billing, payment, returned-payment fees, communications outside session, parking, facility access, holiday closures, vacation slot-hold administration, slip-and-fall (other than where caused by gross negligence), recording-policy enforcement, and termination of the practice relationship made in good faith and in accordance with Section 8. This release does not extend to clinical care, professional negligence, or professional misconduct, which are governed by the Treatment Consent.

Indemnification. You agree to indemnify and hold harmless the Released Parties from any claim, damage, cost, or expense (including reasonable attorneys' fees and costs of investigation) arising out of (a) your material breach of these Policies; (b) your unauthorized recording of a session in violation of Cal. Penal Code §632; (c) your knowingly false statements at intake or in administrative communications; (d) your violation of any Applicable Law in your interaction with the Practice or its facility; or (e) your violation of any third party's rights through such conduct. The Released Parties retain the right at their own expense to assume the defense of any claim subject to indemnification.

Limitation of liability for non-clinical matters. To the maximum extent permitted by Applicable Law, the Released Parties' aggregate liability for non-clinical claims is limited to the total fees paid by you to the Practice for non-clinical services in the twelve (12) months preceding the event giving rise to the claim; the Released Parties shall not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages on any non-clinical claim. Nothing in this Section limits liability that cannot be limited under Applicable Law, including liability for the Released Parties' gross negligence, willful misconduct, fraud, or violation of CCPA/CPRA, CMIA, HIPAA/HITECH, the federal No Surprises Act, or any other non-waivable statutory protection.

Successor and assigns. A successor owner of the Practice (whether by sale of assets, sale of equity, merger, restructuring, or operation of law) shall succeed to the rights and obligations of the Practice under these Policies and the Released Parties' indemnification rights, except that no successor takes on liabilities arising from the prior owner's intentional misconduct or fraud. You consent to the assignment of these Policies (but not your protected health information, which is governed by HIPAA) to any such successor.

17. MANDATORY DISPUTE RESOLUTION FOR NON-CLINICAL DISPUTES — NEGOTIATION → MEDIATION → BINDING ARBITRATION

Read this Section carefully. It applies to disputes arising under these Office Policies (e.g., cancellation fees, no-show fees, returned-payment fees, slot-hold disputes, scheduling disputes, billing disputes that are not professional-negligence claims, and other administrative or non-clinical matters). Disputes arising in the rendering of clinical care are governed exclusively by the dispute-resolution provisions in the Treatment Consent and, where applicable, the Telehealth Agreement, including the Cal. Code Civ. Proc. §1295 notice and rescission therein. This Section 17 is governed by the Federal Arbitration Act, 9 U.S.C. §§1–16.

17.1 Step one — informal good-faith negotiation

Before initiating mediation or arbitration, the party raising the Dispute shall provide written notice to the other party describing the Dispute and the relief sought (a "Notice of Dispute"). Notice to PCG goes to: Pasadena Clinical Group, Attn: Practice Manager, 301 N. Lake Ave, STE 600, Pasadena, CA 91101 (with copy to office@pasadenaclinicalgroup.com). Notice to you goes to your last known address. The parties will negotiate in good faith for thirty (30) days. Compliance is a condition precedent to mediation and arbitration.

17.2 Step two — mandatory mediation

If the Dispute is not resolved within thirty (30) days, the parties shall mediate before a single neutral mediator administered by JAMS in Los Angeles County, California. Mediator and JAMS administrative fees are split equally; each party bears its own attorneys' fees. Mediation shall last at least one (1) full session of at least four (4) hours unless the mediator declares earlier impasse. Completion of mediation (or the mediator's written impasse declaration) is a condition precedent to arbitration.

17.3 Step three — final and binding individual arbitration

If the Dispute is not resolved at mediation, the Dispute shall be submitted to final and binding individual arbitration administered by JAMS in Los Angeles County, California, under the JAMS Streamlined Arbitration Rules (claims under $250,000) or Comprehensive Arbitration Rules (claims of $250,000 or more), as in effect on the date of initiation. The arbitration is conducted by a single neutral arbitrator who is a retired California judge or a California-licensed attorney with at least fifteen (15) years of relevant experience. The arbitrator shall apply California substantive law. The arbitrator's award shall be in writing and reasoned and shall be final and binding; judgment may be entered in any court of competent jurisdiction. Arbitration fees are allocated under the applicable JAMS rules and JAMS' Minimum Standards of Procedural Fairness for consumer arbitrations; the Practice will advance its share so that the cost of arbitration is not greater than the cost of court litigation to you. Each party otherwise bears its own attorneys' fees.

17.4 Class-action and representative-action waiver

To the maximum extent permitted by Applicable Law, all Disputes under these Office Policies shall be resolved on an individual basis. The arbitrator may not consolidate more than one person's claims and may not preside over any form of class, representative, mass, or consolidated proceeding. If a court determines that this waiver is unenforceable as to any specific claim, that claim shall be severed and proceed in court while all other claims remain in arbitration.

17.5 Carve-outs

• Sexual assault or sexual harassment claims subject to the federal EFAA (9 U.S.C. §§401–402);
• Small-claims actions within the jurisdictional limits of the Los Angeles County small-claims court, on an individual basis;
• Equitable relief in a court of competent jurisdiction in Los Angeles County for trade secrets, copyrights, trademarks, or confidentiality;
• Government-agency complaints (BBS, AG, DCA, HHS-OCR, EEOC, CRD, etc.) and government investigations or enforcement actions; participation in or assistance with a government investigation does not breach these Policies and is not retaliated against in any way;
• Workers' compensation and any other claim that, by Applicable Law, may not be subjected to pre-dispute arbitration;
• Individual PAGA actions are arbitrable on an individual basis to the extent permitted by Viking River and Adolph v. Uber; representative PAGA claims may proceed in court but are stayed pending the individual arbitration.

17.6 Mandatory; survival

This Section 17 is mandatory. Other than the statutory rescission preserved by the §1295 notice in the Treatment Consent (which applies only to clinical-care arbitration, not to these Office Policies), there is no opt-out from Section 17. This Section 17 survives termination of the practice relationship.

18. Governing law and venue

These Policies are governed by the laws of the State of California, without regard to its conflict-of-laws principles. Subject to Section 17, exclusive venue for any judicial proceeding is the state and federal courts located in Los Angeles County, California, and you consent to personal jurisdiction in those courts.

19. Severability and entire agreement

If any provision of these Policies is held unenforceable, it shall be reformed to the minimum extent necessary to be enforceable; if reformation is not possible, the unenforceable provision shall be severed and the remaining provisions shall continue in full effect. These Policies, together with the Treatment Consent, the Notice of Privacy Practices, and (for telehealth) the Telehealth Agreement, constitute the entire agreement between you and the Practice with respect to the operational rules of the practice relationship and supersede any prior or contemporaneous oral or written agreements on the same subject. No waiver of any provision is effective unless in a writing signed by the Practice.

20. Contact

Questions about these policies:

Pasadena Clinical Group
301 N. Lake Ave, STE 600
Pasadena, CA 91101
Tel: (626) 354-6440
Email: office@pasadenaclinicalgroup.com
Privacy: privacy@pasadenaclinicalgroup.com