Privacy Policy

Last updated: 20/09/2025
 

Pillow Ltd (“Pillow”, “we”, “us”, or “our”) values your privacy and is committed to protecting your personal data. This Privacy Policy explains how we collect, use, store, and share your information when you use the Pillow platform, website, and related services. By using Pillow, you agree to the practices described in this Policy.

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Who We are​

 

Pillow is a digital platform that helps individuals discover and connect with independent therapists, coaches, and wellness providers. Pillow does not provide healthcare or therapeutic services directly. We act as an intermediary, supporting discovery and connection between users and providers.

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Information We Collect​​

 

We collect information that you provide directly, such as assessment responses, therapy preferences, lifestyle details, and contact information including your email address. If you are a provider, we collect your name, biography, credentials, qualifications, availability, and service details in order to create your public profile.
 

We also collect data about how you use Pillow, such as log files, device type, browser type, IP address, and information about your interactions with the platform including pages visited and time spent. When payments are made, they are processed securely by third-party providers, and Pillow does not store your full payment card details. In addition, you may choose to share optional information with us through forms, surveys, or communications. We may also generate anonymised or aggregated data for analytics, research, and system improvement.

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How We Use Your Information

We use your data to deliver and personalise our services, including suggesting providers who may meet your needs and enabling communication between you and them. We also use it to manage billing securely, to improve the Pillow platform including the performance of our AI-powered matching system, and to send you important service updates or administrative information. We process information only for these purposes and we will never sell your personal data to third parties.
 

Legal Basis for Processing

 

If you are based in the United Kingdom or the European Union, we are required to explain the lawful bases on which we process your personal data. When you voluntarily provide us with information, such as completing our assessment or creating a profile, we rely on your consent to process it. When we use your data to deliver our matching service, facilitate introductions, and manage payments, we rely on the necessity of processing for the performance of a contract with you. In some cases, we also rely on our legitimate interests, such as improving Pillow, maintaining platform security, and protecting against fraud or misuse, provided these interests do not override your fundamental rights and freedoms.
 

Special Category Data

 

Some of the information you provide may relate to your mental health, wellbeing, or lifestyle. Under the General Data Protection Regulation (GDPR), this is considered special category data. We process this type of data only with your explicit consent and solely to support the matching process with appropriate providers. Additional safeguards, including encryption, limited access, and anonymisation where possible, are applied to protect this information.
 

Sharing of Information

 

We may share your consent information with providers, but only when you choose to connect with them and only to the extent necessary for an introduction. We also share consent information with trusted service partners such as cloud hosting, email, and payment processors, in order to operate the platform securely. On occasion, we may be legally required to disclose your information to government authorities or regulators.

Pillow does not share data with advertisers or unrelated third parties.
 

Data Retention

 

We retain your personal data for as long as is necessary to provide the Pillow service, comply with legal obligations, or resolve disputes. Clients may request deletion of their accounts at any time, and providers may deactivate their profiles by contacting us. When accounts are removed, we take reasonable steps to delete personal data from our systems, subject to any legal requirements to retain it.
 

Your Rights

 

Under GDPR and the UK Data Protection Act, you have specific rights in relation to your personal data. You may request access to the information we hold about you, request corrections or updates, or request deletion of your data. You may also restrict or object to our processing, withdraw consent at any time where processing is based on consent, or request a copy of your data in a portable format. To exercise these rights, you should contact us at team@pillowmentalhealth.com.
 

Security

 

We take strong measures to protect your information, including encryption, secure servers, and restricted access. However, while we strive to use commercially acceptable means to protect your data, no system is completely secure and we cannot guarantee absolute protection.

 

International Transfers

 

If you are located outside the United Kingdom or the European Union, your data may be transferred to and stored in countries with different data protection laws. Where such transfers occur, we implement appropriate safeguards such as standard contractual clauses to ensure your information is protected.
 

Children

 

Pillow is not intended for individuals under the age of 18. We do not knowingly collect data from children.
 

Changes to This Policy

 

We may update this Privacy Policy from time to time. Any updates will be effective as soon as they are published on our website, with the “Last updated” date revised accordingly. Your continued use of Pillow after changes are made constitutes acceptance of the updated Policy.
 

Contact Us

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If you have questions about this Privacy Policy or how we handle your data, please contact us at: team@pillowmentalhealth.com

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