Frequently Asked Questions (FAQ)

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We know joining a platform is a thoughtful decision. We’re always open to questions and believe open dialogue is the foundation of ethical, collaborative care.

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1. Am I required to accept every client I’m matched with?​

 

No. You’re never obligated to accept a client if it doesn’t feel like a good fit.

That’s exactly what the 15 minute intro session is for, to assess mutual fit before committing to ongoing work. You always retain professional autonomy over who you work with.

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2. How does availability affect matching and visibility?

Matching prioritises therapists who have availability that aligns with a client’s needs and timing.

If you’re temporarily unavailable, the system may prioritise other compatible therapists who are, this is not a penalty and does not affect your long-term standing on the platform.

On Pillow’s public directory, therapists are displayed on a rotating basis to ensure fair visibility (except for optional paid visibility features introduced in the future).

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3. How are therapists ranked on the directory?​

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By default, directory visibility rotates to ensure fairness and equal exposure.

In the future, Pillow may offer optional paid visibility or promotional features, but no therapist is permanently hidden or deprioritised simply for not using them.

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4. Can Pillow change fees or terms without notice?

No. We would never change material terms or fees without informing you.

As a founding therapist, your current terms, including free listing, use of the platform and community, and the first-session-only commission, are honoured through 31 December 2026.
 

Over time, we may introduce new optional features or services. If and when that happens:
 

• You’ll have priority access to free trials

• You can choose to subscribe, continue under updated terms, or step away

• There is no obligation to stay
   

5. What happens if I decide to leave Pillow while I have existing clients?

If a therapist decides to step away from Pillow, we support a responsible transition, not abrupt termination.
 

The therapist should inform Pillow and continue working with existing Pillow clients on the platform during a short transition period.
 

During this transition:
 

• Clients are informed transparently that the therapist is leaving Pillow

• Care continues in the short term

• Longer-term options are discussed thoughtfully and ethically
   

Pillow remains involved to support continuity of care and ensure clients are not left without support.
 

8. Is Pillow a crisis service?

No. Pillow is not a crisis or emergency service.

Therapists are expected to follow appropriate safeguarding and referral procedures within their jurisdiction when clients require urgent or emergency support.
 

9. Can I update or remove my profile?

Yes. You can update your profile information at any time.

If you wish to deactivate or remove your profile, simply contact the Pillow team and we’ll support a smooth and ethical process.

 

If you ever have questions, concerns, or feedback, you can reach us at:
 

team@pillowmentalhealth.com 
(We aim to reply within 24 hours.)