Practice

Office Policies

Effective date: May 6, 2026 · Last updated: May 6, 2026

1. Hours and Locations

Our Pasadena office is at 301 N. Lake Ave, STE 600, Pasadena, CA 91101. Office hours are Monday through Friday, 8 AM to 8 PM Pacific, and Saturday and Sunday, 8 AM to 4 PM Pacific. Telehealth is available within those same hours, seven (7) days a week.

2. Cancellation and No-Show Policy

We reserve your appointment time for you. If you need to cancel or reschedule, we ask for at least twenty-four (24) hours' notice. You can cancel by calling (626) 354-6440, replying to your appointment reminder, or messaging us through the patient portal.

Late cancellation (less than 24 hours' notice): the full session fee may be charged.
No-show: the full session fee may be charged.
Insurance does not cover missed appointments. Late-cancellation and no-show fees are billed directly to you.
Discretion for emergencies. We may waive these fees, in our discretion, for documented medical or family emergencies, hospitalizations, severe weather, or other circumstances beyond your reasonable control. We try to be human about this. We also have to keep the practice running.

3. Lateness

Sessions begin and end at the scheduled time, even if you arrive late. We are not able to extend a session into the next client's hour. If you are running late, please notify your clinician through the portal or by phone, and we will use whatever time remains. If you have not arrived or joined the telehealth session within fifteen (15) minutes of the start time, the session will be considered a no-show.

4. Communication Outside of Sessions

For non-urgent administrative matters, please use the patient portal or call our office. We typically respond to messages within one to two (1–2) business days. We are not an emergency service and do not monitor email, voicemail, or text messages outside of business hours. If you are in a crisis, please call or text 988 (the 988 Suicide & Crisis Lifeline) or call 911. Email and standard SMS are not secure; please do not include detailed clinical content in either channel. Your clinician may, in clinical judgment, ask you to limit between-session contact in order to keep the work focused.

5. Fees and Payment

Our standard fees are disclosed at the time of intake and are also reflected in your Good Faith Estimate (see our No Surprises Act page) when applicable. Co-payments, co-insurance, and deductibles are due at the time of service. We accept major credit cards and HSA/FSA cards. Payment may be made through our Pay Bill page.

6. Court Appearances, Subpoenas, and Records Requests

Pasadena Clinical Group is an outpatient psychotherapy practice; our clinicians do not provide forensic evaluations and do not serve as expert witnesses in custody, capacity, or other litigation. If your clinician is subpoenaed or compelled to appear in connection with your care, the following placeholder fees apply:

Preparation, document review, and conferences with attorneys: $450/hour, billed in fifteen-minute increments.
Deposition or court testimony: $650/hour, four (4) hour minimum, plus reasonable travel time at $300/hour, mileage at the IRS standard business rate, and parking.
Records requests: charged at the rates permitted under Health & Safety Code §123110.

These fees are billed directly to you, regardless of who issued the subpoena. We will assert the psychotherapist-patient privilege (Evid. Code §1014) on your behalf where applicable.

7. Termination of Services

Treatment may end by mutual agreement, at your request, or at your clinician's clinical recommendation. We may also terminate services for clinical reasons, conflicts of interest, repeated nonadherence to our policies, threats or hostile behavior toward staff, or non-payment that has not been resolved through a good-faith arrangement. In the event of termination, we will provide reasonable notice and at least three (3) appropriate referrals.

8. Dual Relationships and Social Media

To protect the integrity of the therapy relationship and your confidentiality, your clinician will not friend, follow, or accept friend or follow requests from current or former clients on personal social-media accounts. We will not "like," comment on, or interact with client posts. If you choose to follow or review the practice on professional accounts (such as our website, Google Business, or Psychology Today), we will not respond to or acknowledge those posts in a way that identifies you as a client. We also ask that you not share session content publicly online in ways that identify your clinician.

9. Service Animals and Accessibility

Pasadena Clinical Group is committed to accessibility and complies with the Americans with Disabilities Act and the California Unruh Civil Rights Act. Service animals as defined by the ADA are welcome. If you need an accommodation, please tell us in advance so we can prepare. See our Accessibility Statement.

10. Recording, Photography, and Observers

Sessions may not be recorded, photographed, or live-streamed by any party without the prior, written consent of all participants (Pen. Code §632). Observers (interns, supervisors, or family members) attend only with your knowledge and agreement.

11. Languages

Care is offered in English, Spanish, Chinese, Vietnamese, Hindi, Italian, Arabic, and Armenian, depending on clinician availability. If you need an interpreter we have not in-house, we will arrange a qualified medical interpreter at our expense for clients with limited English proficiency, consistent with Section 1557 of the Affordable Care Act (42 U.S.C. §18116) and California Government Code §11135.

12. Behavior, Safety, and Workplace Violence

Pasadena Clinical Group enforces a strict zero-tolerance policy against workplace violence, harassment, threats, intimidation, weapons, illegal drug use on the premises, and discrimination on any basis protected by federal or California law — including race, color, national origin, ancestry, religion, sex, gender, gender identity, gender expression, sexual orientation, age, marital status, military or veteran status, medical condition, genetic information, mental or physical disability, pregnancy, or any other status protected by Title VII of the Civil Rights Act of 1964 (42 U.S.C. §2000e), the Age Discrimination in Employment Act (29 U.S.C. §621), the Americans with Disabilities Act (42 U.S.C. §12101), Section 1557 of the ACA, the California Fair Employment and Housing Act (Gov. Code §12940), the Unruh Civil Rights Act (Civil Code §51), and the Ralph Civil Rights Act (Civil Code §51.7). This policy applies to all clients, visitors, vendors, and members of the public on or interacting with our premises, telehealth platforms, or staff. Conduct in violation may result in termination of services, revocation of access, civil action under California Code of Civil Procedure §527.8 (workplace-violence injunctions), and referral to law enforcement. Pasadena Clinical Group, its owner(s), clinicians, employees, contractors, supervisors, supervisees, and agents (collectively, the "Practice Parties") are entitled to the protections of California Civil Code §47, Code of Civil Procedure §425.16 (anti-SLAPP), and Labor Code §6401.7 (workplace-violence prevention).

13. Premises, Equipment, and Visitor Conduct

You are responsible for any damage you cause to the office premises, equipment, furnishings, or records. We may bill you for the reasonable cost of repair or replacement. The premises are private property; permission to be on the premises is limited to scheduled appointments and may be revoked at any time consistent with applicable law. Recording, photography, and live-streaming on the premises or during any session require the prior written consent of all participants (see Section 10 and California Penal Code §632). Unauthorized recording or publication may give rise to civil claims, including under California Civil Code §1708.85 (private images) and Penal Code §637.2.

14. Indemnification by Client

To the maximum extent permitted by California law, you agree to indemnify, defend, and hold harmless the Practice Parties from and against any third-party claim, demand, action, loss, liability, damage, cost, or expense (including reasonable attorneys' fees and costs) arising out of or related to: (a) your willful misconduct, fraud, or material misrepresentation; (b) your damage to the office premises, equipment, or records; (c) your unauthorized recording, photography, or publication in violation of California law; (d) any defamatory or knowingly false public statement that you publish concerning a Practice Party; or (e) your violation of these Policies or applicable law. This indemnity does not apply to any claim arising out of professional negligence by a Practice Party (governed by the Treatment Consent and Arbitration Agreement at treatment-consent.html) or to any obligation that cannot lawfully be shifted to a patient.

15. Limitation of Liability for Non-Clinical Matters

To the maximum extent permitted by California law, the Practice Parties shall not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages arising out of or related to non-clinical matters, including loss of revenue or business, loss of data, or interruption of telehealth platforms or third-party services. Where liability cannot lawfully be excluded, the Practice Parties' aggregate liability for any non-clinical claim is limited to the fees actually paid by you to Pasadena Clinical Group in the twelve (12) months preceding the event giving rise to the claim. Nothing in this Section 15 limits any right or remedy that cannot be waived under California Civil Code §1668, applies to professional-negligence claims (which are governed by the Arbitration Agreement at treatment-consent.html), or limits the Practice's mandatory-reporting or licensing-board obligations.

16. Dispute Resolution — Mediation, Then Binding Arbitration

Any dispute, claim, or controversy between you and any Practice Party arising out of or relating to these Office Policies, the office premises, billing, or the business relationship between you and Pasadena Clinical Group — including any claim of medical malpractice or professional negligence — is subject to the Mediation, Then Binding Arbitration Agreement set forth in Sections 15–18 of the Treatment Consent. That Arbitration Agreement is incorporated by reference into these Office Policies, including the bold-face notice required by California Code of Civil Procedure §1295, the thirty-day right of rescission, the carve-outs for government complaints and provisional equitable relief, the class action waiver, and the confidentiality provision. The Federal Arbitration Act (9 U.S.C. §§1 et seq.) governs the interpretation and enforcement of that Agreement.

For non-patient visitors and vendors, the same mediation-then-arbitration framework applies to disputes related to the premises or services, and any vendor or contractor doing business with Pasadena Clinical Group is required to execute a separate written agreement that includes the same dispute-resolution and indemnification terms.

17. Governing Law and Venue

These Office Policies are governed by California law without regard to conflict-of-laws principles, except that the Federal Arbitration Act governs the Arbitration Agreement. For any matter not subject to arbitration, the parties consent to the exclusive jurisdiction and venue of the state and federal courts located in Los Angeles County, California.

18. Severability and Survival

If any provision of these Policies is held invalid or unenforceable, that provision will be limited or severed to the minimum extent necessary, and the remaining provisions will continue in full force. The provisions on confidentiality, indemnification, limitation of liability, and dispute resolution survive any termination of services.

19. Changes to These Policies

We may update these Office Policies from time to time. The most recent version is always posted on this page. Material changes will be brought to your attention. The version in effect on the date of any incident giving rise to a claim governs that claim.

Contact

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