Clinic policies

Appointments and cancellations

• At least 24 hours' notice is required to cancel or reschedule any appointment. Missed appointments or cancellations without adequate notice may incur a late cancellation or no-show fee depending on the appointment type and reserved time; a no-show without any notice may incur the full appointment fee.
• Late arrivals may be asked to reschedule if insufficient time remains for the scheduled service.
• Appointment length varies by service and clinical need, including hormone therapy, weight management, concierge, and aesthetic visits.
• A valid payment method may be required to schedule appointments and maintain active patient status. Consultation hold deposits are collected at the time of booking.
• To cancel or reschedule, use the patient portal, reply to your appointment reminder, or call (831) 293-9225 and leave a message.

Financial responsibility and payment

• Payment is expected at the time of service. Electronic payment is preferred; we are a cashless practice.
• Mona Medical does not accept or bill insurance for professional medical services. Detailed receipts (superbills) with diagnosis codes are available on request for you to submit to your own insurance for possible out-of-network reimbursement. We make no guarantees about reimbursement or coverage.
• Insurance information may be collected only to facilitate billing for laboratory or other adjunct services. Coverage for those services is not guaranteed, and you are responsible for any charges not covered.
• You are financially responsible for all services rendered regardless of insurance coverage or reimbursement decisions.
• With your authorization on file, we may charge your card for services provided, unpaid balances after thirty days, late cancellation or no-show fees, a $35 returned payment fee for declined or reversed charges, approved membership or program charges, and service deposits.
• Payment information is processed and stored through our authorized payment platform. Please keep your payment method current; an invalid payment method may prevent scheduling.
• Under the No Surprises Act, you have the right to a Good Faith Estimate of the expected cost of non-emergency services, available on request or when scheduling.
• Billing questions should be raised promptly after the date of service. Approved refunds are returned to the original payment method and typically appear within five to ten business days. Accounts more than ninety days past due may be referred to collections, with collection costs the patient's responsibility.
• Payment plans are available through Cherry; see payment plans.

Prescriptions

• All prescriptions are at the discretion of the treating provider and are sent electronically to your pharmacy of choice after your appointment.
• Controlled substances are not prescribed or refilled through telehealth. The California CURES database is checked for any controlled substance prescription.
• Refills require appropriate follow-up appointments.

Laboratory services

• Lab work is performed at certified partner facilities, Quest Diagnostics and LabCorp. Results are communicated through secure channels, and follow-up may be recommended based on results.
• Routine labs typically take three to five business days; specialized tests seven to fourteen days.

Telehealth

• Telehealth visits are offered by secure video or audio when your provider considers them appropriate. Some conditions require in-person evaluation, and you may request an in-person visit instead at any time.
• Available only to patients physically located in California at the time of the visit.
• You are responsible for privacy on your end of the connection; technical issues may occasionally interrupt a visit.
• Telehealth is not for emergencies.

Communications

• With your consent, we communicate by phone, voicemail, text message, email, and secure patient portal messages, for scheduling, results, billing, prescriptions, and health information. Standard messaging rates may apply, and you may opt out of non-essential messages in writing.
• The portal is the best route for simple questions about current treatment, refill requests, scheduling, and brief clarifications after a visit. New symptoms, complex questions, or multiple unrelated concerns need an appointment.
• Portal messages, texts, and emails are not monitored for emergencies, and portal replies may take 48 to 72 hours.

After-hours and emergency care

Life-threatening emergencies require calling 911 immediately. When the clinic is closed, please go to the nearest emergency room for urgent concerns. Non-urgent matters can be sent through the patient portal or by calling during business hours.

Visit documentation and photography

• Clinical visits, in person and by telehealth, may be audio or video recorded for medical documentation, charting accuracy, quality assurance, and continuity of care. Recordings are part of the confidential medical record.
• Patients and companions may not record or photograph any part of a visit, staff interactions, or the office without prior consent from staff.
• Clinical photographs are taken for medical documentation and used for that purpose only, unless you give separate written consent for education or marketing.

Medical records

Records requests require written authorization. Processing takes up to thirty days under California regulations, and fees may apply as permitted by state law.

Professional conduct

Mona Medical maintains a respectful, professional environment. Disruptive, threatening, or abusive behavior, repeated no-shows or late cancellations (three or more in twelve months), non-payment of balances over ninety days, prescription misuse or inappropriate requests for controlled substances, repeated non-compliance with treatment plans after discussion, and fraudulent activity or misrepresentation may result in discharge from the practice, following applicable legal requirements.

Questions about these policies? Contact us or call (831) 293-9225.

These policies reflect Mona Medical's current treatment consent, office policies, and financial agreement. Our Notice of Privacy Practices and website privacy policy are posted separately.