{"ref":"CA-HC-ADM-02","title":"Client Service Agreement and Disclosure of Rates","category":"Service delivery","summary":"Requires a signed written service agreement, with the rate sheet attached, before services start, and, for every agreement signed anywhere other than the Agency's office, the language, cancellation statement, first-page details, oral explanation and Notice of Cancellation that Cal. Civ. Code §1689.7 requires, with refunds and handling of cancellations as Civ. Code §§1689.6, 1689.10 and 1689.11 set out.","inShort":["Every client signs a service agreement, with the rate sheet attached, before services start.","If signed outside the office, the client may cancel by midnight of the third business day, or the fifth if 65 or older.","Give two copies of the Notice of Cancellation and explain out loud that cancelling must be in writing.","Collect no payment during the cancellation period. If the client cancels, return payments within 10 days and do not charge for visits given.","Aides: give any cancellation note or message to the office the same day."],"primaryCitation":"Cal. Civ. Code §1689.7","citations":["Cal. Civ. Code §1689.5","Cal. Civ. Code §1689.6(a)(1), (d), (e), (f)","Cal. Civ. Code §1689.7","Cal. Civ. Code §1689.10(a)","Cal. Civ. Code §1689.11(c)","Cal. Civ. Code §1689.13","Cal. Health & Safety Code §1796.12(n)","Cal. Health & Safety Code §1796.42(c)"],"federalCitations":[],"surveyorAsks":["Show me the signed service agreement and rate sheet for this client.","This agreement was signed in the client's home. Where is the cancellation statement and the Notice of Cancellation?"],"forms":[{"ref":"CA-HC-ADM-02-A","title":"Client Service Agreement"},{"ref":"CA-HC-ADM-02-B","title":"Notice of Cancellation"}],"headings":["Terms of Reference","1. Purpose","2. Scope","3. Definitions","4. Policy Statement (Cal. Civ. Code §1689.7)","5. Contents of the Service Agreement","6. Agreements Signed Outside the Office","7. When a Client Cancels","8. Starting Services During the Cancellation Period","9. Agreements Signed at the Office","10. Who Signs","11. Changes to the Agreement","12. Copies and Questions","13. Responsibilities","14. Records and Compliance Monitoring","15. Staff Training","16. References","17. Related Policies and Forms","18. Approval","19. Revision History"],"version":"1.0","sample":false,"pack":"ca-hca","state":"California","service":"Home care","guides":[{"path":"/guides/home-care-agency-policies/","h1":"What policies does a home care agency need?"}],"agency":{"name":"Sample Agency","legalName":"Sample Agency, LLC","logo":null}}