Terms and conditions

Last updated: 20/09/2025

Welcome to Pillow. These Terms & Conditions (“Terms”) govern your use of Pillow’s website, assessment forms, and services. By using Pillow, you confirm that you have read, understood, and agreed to these Terms. If you do not agree, you must not use our services.

About Pillow

Pillow is a technology platform designed to help individuals discover and connect with independent therapists, coaches, and wellness providers (“Providers”). Pillow is not a healthcare provider. We do not provide therapy, counselling, coaching, wellness, medical, or clinical services ourselves. We do not employ Providers, nor do we control their professional judgment, methods, or services. Any therapeutic, coaching, or wellness service is delivered solely by the individual Provider, who remains responsible for their own practice.

No Medical or Clinical Advice

Pillow does not provide medical, psychiatric, psychological, or therapeutic advice, diagnosis, or treatment. All information on our website, assessment forms, or communications is for general informational purposes only and must not be relied upon as professional or medical advice.

Pillow is not a crisis service. If you are in an emergency or experiencing a mental health crisis, you must call your local emergency number (such as 999 or 112) or a crisis helpline immediately. If you are based in the UK, you can call Samaritans on 116 123.

Matching and Recommendations

Pillow’s assessment process uses your responses to suggest potential Providers. Matches and recommendations are generated based on the information you provide and are intended as guidance only. Pillow does not guarantee that any suggested Provider will be suitable for your individual needs, nor that engaging with a Provider will result in specific outcomes or improvements.

The final decision to contact, engage with, or continue working with a Provider is solely yours. You accept full responsibility for your choice of Provider and the outcomes of any sessions you attend.

Provider Responsibility

Providers on Pillow are independent professionals. While we verify qualifications and credentials during onboarding (such as licenses for therapists and certifications for coaches or wellness providers), Pillow does not supervise, monitor, or control their ongoing practice.

Each Provider is solely responsible for:

Maintaining valid licenses, certifications, insurance, and registrations (where applicable).
Complying with all laws, regulations, and professional standards in their field.
Delivering their services in an ethical, safe, and professional manner.

Pillow is not responsible or liable for any act, omission, advice, or service provided by a Provider.

User Responsibilities

By using Pillow, you agree to:

Provide accurate and honest information in all assessments and communications.
Use Pillow only for lawful purposes and in accordance with these Terms.
Accept that it is your responsibility to decide whether a Provider is suitable for you.
Acknowledge that Pillow is not liable for any decisions you make based on our recommendations or for the outcomes of any services you receive.

You must be at least 18 years old to use Pillow. Pillow does not knowingly collect information from or provide services to children under 18.

Privacy and Data Protection

Your personal information is collected and used in accordance with our Privacy Policy. We only process your data to connect you with potential Providers, to deliver our matching services, and to improve our platform.

Pillow complies with GDPR, the UK Data Protection Act, and other applicable data laws. Your information will never be sold to third parties or used for advertising purposes.

Payments and Fees

Where Pillow facilitates payments between users and Providers, transactions are processed securely by third-party payment processors. Pillow does not store payment details directly.

Pillow may charge fees, commissions, or service charges for connections made through the platform. Any applicable fees will be clearly disclosed before you confirm a transaction.

Cancellation Policy

All bookings made through Pillow are subject to our cancellation policy. Clients must provide at least 24 hours’ notice for online sessions and 48 hours’ notice for in-person sessions. Late cancellations and no-shows will be charged in full, while therapist-initiated cancellations will not incur any charge to the client. By booking, you agree to these terms.

For full details, please see our Cancellation Policy.

Limitation of Liability

To the maximum extent permitted by law:

Pillow disclaims all warranties, express or implied, regarding the platform and its services, which are provided “as is.”
Pillow is not liable for the actions, advice, omissions, or services of any Provider.
Pillow is not liable for any direct, indirect, incidental, consequential, or special damages, including but not limited to loss, injury, claim, or emotional distress, arising from or relating to your use of the platform or engagement with a Provider.
In all cases, Pillow’s total liability to you shall not exceed the amount you paid to Pillow (if any) for use of the services in the twelve months preceding the claim.

Intellectual Property

All content on Pillow’s website and platform, including text, graphics, branding, and software, is owned or licensed by Pillow and is protected by intellectual property laws. You may not copy, reproduce, distribute, or exploit Pillow’s content without prior written consent.

Termination

Pillow may suspend or terminate your access to the platform if you violate these Terms, misuse the service, or engage in unlawful or harmful conduct. You may stop using Pillow at any time by discontinuing access to the website and services.

Changes to These Terms

We may update these Terms & Conditions from time to time. Any updates will be effective once published on our website, with the “Last updated” date revised accordingly. Continued use of Pillow after changes are made constitutes acceptance of the revised Terms.

Governing Law

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

Contact Us

If you have any questions about these Terms & Conditions, please contact us at:
📩 team@pillowmentalhealth.com