{"ref":"DC-HC-BUS-01","title":"Charges, Billing, Payments, and Refunds","category":"Business","summary":"Sets out how the Agency tells clients what each service costs before they agree to it, the financial terms the service agreement must contain, how bills are prepared and paid, the rule that clients pay only the Agency and never an employee, how charges change, refunds and billing disputes, and how non-payment is handled.","inShort":["Clients pay only Sample Agency, LLC. Never accept cash, checks, gift cards or any payment from a client or family member.","If a client offers you money, say no politely and tell the office the same day.","Clients get the schedule of charges in writing before they sign the service agreement.","Bills come from your signed service delivery notes, so record your visit times accurately.","Billing questions from clients go to the office on (202) 555-0100."],"primaryCitation":"22-B DCMR §9911.1(c)","citations":["22-B DCMR §9908.2(i)","22-B DCMR §9910.1(c)","22-B DCMR §9910.1(d)","22-B DCMR §9910.2","22-B DCMR §9911.1(a)(2)","22-B DCMR §9911.1(c)","22-B DCMR §9911.1(g)","22-B DCMR §9911.1(i)","22-B DCMR §9912.2","22-B DCMR §9915.4","22-B DCMR §9914.2(a)","22-B DCMR §9914.2(k)","22-B DCMR §9916.2(c)(2)","22-B DCMR §9916.4(e)","22-B DCMR §9917.6","29 DCMR §5001.1","D.C. Code §28-3904(a)"],"federalCitations":[],"surveyorAsks":["Show me your written policy on fees, payments and refunds, and the summary you give prospective clients.","Show me the financial terms in this client's service agreement."],"forms":[{"ref":"DC-HC-BUS-01-A","title":"Schedule of Charges and Payment Terms"}],"headings":["Terms of Reference","1. Purpose","2. Scope","3. Definitions","4. Policy Statement (22-B DCMR §9911.1(c))","5. Who Pays","6. Schedule of Charges","7. Payments Only to the Agency","8. Billing","9. Changing Charges","10. Cancellations, Refunds and Billing Questions","11. Non-Payment","12. Responsibilities","13. Records and Compliance Monitoring","14. Staff Training","15. References","16. Related Policies and Forms","17. Approval","18. Revision History"],"version":"1.0","sample":false,"pack":"dc-hca","state":"Washington, DC","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}}