Provider Terms and conditions

Last updated: 20/09/2025

These Terms and Conditions (“Provider Terms”) govern the participation of wellness professionals, including but not limited to therapists, counsellors, psychologists, coaches, and alternative healing practitioners (“you”, “Provider”) on the Pillow platform, operated by Pillow Ltd (“Pillow”, “we”, “us”, or “our”). By submitting your information and participating as a Provider on Pillow, you confirm your full understanding and acceptance of these Terms.

Introduction and Role of Pillow

Pillow is a digital platform that connects individuals seeking mental wellness, coaching, or holistic health support with independent professionals offering therapeutic, coaching, and wellness services. Pillow itself does not provide therapy, counselling, medical, coaching, or wellness services.

Pillow serves solely as an intermediary. We host and display Provider profiles and assist users in discovering relevant professionals through our matching system. We do not supervise, direct, or participate in the delivery of any professional services. We do not employ Providers, nor do we contract Providers in any clinical capacity. Your professional relationship, if any, is formed directly with the client, not with Pillow.

Accordingly, Pillow assumes no responsibility or liability for the provision of services, professional judgments, treatment outcomes, or any issues arising from your engagement with clients.

Role of Pillow

Pillow serves solely as an intermediary platform. Our role is to host and display service provider profiles and to assist users in discovering relevant professionals through our AI-powered matching system.

We do not offer, supervise, or take part in any therapeutic sessions or treatment processes. We do not employ or contract providers in any clinical capacity. Your professional relationship, if any, is formed directly with the client, not with Pillow.

Accordingly, Pillow assumes no responsibility or liability for the provision of services, clinical decisions, outcomes of therapeutic work, or any issues arising from your engagement with clients.

Provider Eligibility and Responsibilities

By registering on Pillow, you represent and warrant that you:

Hold all valid licenses, registrations, certifications, and insurance required to provide your services in your jurisdiction.
Will comply with all applicable laws, regulations, and ethical standards in your field.
Will maintain valid professional indemnity insurance (and any additional insurance required by law).
Will provide accurate, truthful, and up-to-date information in your Pillow profile, including your name, biography, credentials, modalities, pricing, and availability.
Will promptly update Pillow if your qualifications, registration, or insurance lapse or change.

As a Provider, you are solely responsible for the quality and delivery of your services, as well as for maintaining strict confidentiality in line with your professional and legal obligations.

Client Engagement and Use of the Platform

You acknowledge and agree that all clients who discover you through Pillow must be hosted, managed, and billed through the Pillow platform.

You must not bypass or attempt to circumvent Pillow by encouraging or permitting clients to arrange bookings, communications, or payments outside the platform. Any attempt to do so is a material breach of these Provider Terms and may result in immediate termination of your account and legal action.

3A. Non-Circumvention and Exclusivity

You acknowledge and agree that Pillow invests substantial resources into client acquisition, marketing, and platform development. To protect these investments, you agree to the following:

Exclusivity of Pillow Clients: Any client introduced to you via Pillow (“Pillow Client”) must be engaged exclusively through the Pillow platform.
Prohibition on Circumvention: You must not accept payments, arrange bookings, or continue services with Pillow Clients outside the platform, whether during your active use of Pillow or for a period of 6 months after termination of your Provider account.
Consequences of Breach: If Pillow reasonably determines that you have circumvented the platform, you may be liable for:
- Immediate termination of your account.
- Payment to Pillow of liquidated damages equal to the greater of: (a) the fees Pillow would have earned had the engagement remained on-platform; or (b) £2,500 per breached client relationship.
Monitoring and Enforcement: Pillow reserves the right to audit compliance with this clause and to pursue legal remedies for breaches.

Data Protection and System Development

By completing the onboarding process, you consent to the collection, storage, and processing of your personal and professional data in accordance with the UK GDPR, EU GDPR (where applicable), and the UK Data Protection Act 2018.

Pillow collects and processes your data — such as your professional profile, service offerings, and availability — to create your public profile, support our matching system, improve user experience, and facilitate client connections. Your data may also be used in pseudonymized or anonymized form to train and improve our algorithms. Pillow will not sell or commercially share your data with third parties.

You retain the right to access, update, or delete your data at any time by contacting team@thepillowlife.com.

Confidentiality and Professional Standards

You must maintain strict confidentiality with clients in accordance with your professional obligations. Pillow does not monitor or access client–provider communications except as required by law or in response to a formal complaint.

You agree to act ethically and professionally at all times, in accordance with the guidelines of your professional body or licensing authority. Any unlawful, unethical, or harmful use of the Pillow platform, including submitting false information, harassment, exploitation, or impersonation is strictly prohibited and will result in removal and potential legal consequences.

Payments and Fees

Pillow facilitates payments between clients and Providers via secure third-party payment processors. By using Pillow, you agree that:

All client payments must be made through Pillow.
Pillow may charge commissions, service fees, or subscription fees for platform use.
Fees will be deducted automatically from client payments before payouts are made to you.
Payouts will be processed according to the payment schedule communicated to you.

You are solely responsible for declaring your income and paying any taxes owed in your jurisdiction.

Limitations of Liability and Indemnity

To the maximum extent permitted by law, Pillow disclaims all liability for your professional services. By accepting these Terms, you agree to release Pillow, its directors, employees, and affiliates from any claims, damages, disputes, or actions arising out of or in connection with:

Your engagement with clients.
Your professional advice, services, or conduct.
Any events occurring during or following a session.

You further agree to indemnify and hold harmless Pillow against any third-party claims, damages, or expenses resulting from your services, actions, or omissions.

Visibility, Suspension, and Termination

Pillow retains full discretion over the publication, ranking, and visibility of Provider profiles. We may remove or adjust profiles that do not meet our standards, contain inaccurate or inappropriate information, or become inactive.

We reserve the right to suspend or terminate your account immediately if you breach these Terms, fail to maintain valid credentials, attempt to circumvent the platform, or otherwise act in a way that damages Pillow’s reputation or user trust.

You may request account removal at any time by contacting team@pillowmentalhealth.com.

Changes to Terms

Pillow may update these Provider Terms from time to time. Updates will be effective once published on our website. It is your responsibility to review the Terms periodically. Continued use of the platform after changes take effect constitutes acceptance of the updated Terms.

Governing Law

These Provider Terms shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising from these Terms will be subject to the exclusive jurisdiction of the courts of England and Wales.

Contact Us

If you have any questions about these Terms or your participation on the platform, you may contact us at:
📩 team@pillowmentalhealth.com