Therapist Code of Conduct

Last updated: 20/01/2026

​

This Code of Conduct sets out the professional, ethical, and behavioural standards required of all therapists and wellness providers (“Providers”) listed on the Pillow platform.

By participating on Pillow, you agree to comply with this Code in addition to the Therapist (Provider) Platform Agreement and Privacy Policy.
 

1. Professional Integrity

​​

Providers must:
 

• Hold valid, up-to-date professional registration, certification, or accreditation required in their jurisdiction

• Represent their qualifications, titles, experience, and scope of practice accurately

• Not misrepresent themselves as psychologists, psychiatrists, or medical professionals unless legally entitled to do so
   

Any false or misleading representation may result in immediate removal.

​​

2. Ethical Practice & Client Safety​

​

Providers must:
 

• Act in accordance with the ethical codes of their professional body

• Maintain appropriate professional boundaries at all times

• Avoid exploitation, coercion, or inappropriate relationships with clients

• Work only within their scope of competence
   

Pillow does not tolerate abusive, discriminatory, or harmful behaviour of any kind.

​​

3. Confidentiality & Privacy​​

 

Providers are responsible for:
 

• Maintaining strict client confidentiality

• Complying with all applicable data protection and privacy laws

• Safeguarding client information accessed through the Pillow platform

Pillow does not monitor therapy sessions or private communications, but may review complaints where necessary.

 

4. Crisis & Safeguarding​​

 

Providers must:
 

• Clearly communicate that Pillow is not a crisis service

• Follow appropriate safeguarding procedures within their jurisdiction

• Refer clients to emergency or crisis services when required
   

Providers remain solely responsible for clinical judgment and duty of care.
 

5. Platform Conduct

 

Providers must:
 

• Communicate respectfully with clients and Pillow staff

• Keep availability, pricing, and profile information accurate and up to date

• Not attempt to circumvent the platform for bookings or payments

​

6. Reporting & Accountability

​

Pillow reserves the right to:
 

• Review complaints or concerns raised by users

• Request clarification or evidence related to professional conduct

• Suspend or remove Providers who breach this Code, the Platform Agreement, or applicable laws
   

Serious or repeated breaches may result in permanent removal.
 

Updates

​

This Code may be updated from time to time. Continued use of the platform after updates constitutes acceptance of the revised version.

​​

Contact Us

​

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

​