1. Eligibility Requirements
- Providers must complete the Pineapple Support Provider Intake Form to be considered for the Provider Network.
- Providers must hold a valid professional licence, registration, or recognised qualification that legally permits them to provide therapy, counselling, or coaching in
- the country or region where they practise, and must submit proof upon application.
- Providers must maintain valid licensure/registration throughout their participation and provide updated proof annually.
- Providers must maintain professional liability/indemnity insurance appropriate for their country or region of practice and submit proof before joining and annually thereafter.
- Providers must sign the Pineapple Support Provider Agreement upon joining the network and again when significant updates to policies or procedures occur.
- Providers must maintain a secure, regularly monitored email account where Pineapple Support can send updates, requests, or client information (limited to initials and Pineapple ID numbers).
- Providers must use all designated Pineapple Support systems, including the Therapist Portal, to track sessions and submit information.
- Providers are independent contractors and not employees, agents, or representatives of Pineapple Support.
2. Referral and Authorization Process
- Referrals are made based on client preferences (e.g., language, availability, gender preference, clinical needs), provider expertise, caseload, and availability.
- Pineapple Support does not guarantee a minimum or maximum number of referrals. Providers are encouraged to maintain availability for at least two client assignments when possible.
- Providers may not begin working with a client until they receive the formal Authorization for Services.
- Pineapple Support ensures all clients complete a release of information permitting communication with their assigned providers.
3. Communication Standards
- Providers must respond to client communication—including initial outreach—within 24 hours on business days.
- Weekend or public holiday contact must be answered by the end of the next business day.
- Providers must respond to Pineapple Support staff within 24 hours on business days. Consistent lack of responsiveness may result in removal from the network.
- Providers must use initials + Pineapple ID when discussing clients via email. Full names must never be used.
- Providers must proactively communicate any significant clinical concerns, safety issues, or updates relevant to Pineapple Support.
- Providers must notify Pineapple Support when they are temporarily unable to accept new clients.
- Providers must inform Pineapple Support if they have had no client contact for 30 days, so that wellness checks can be initiated.
4. Initial Sessions
- All clients begin with an assessment session. Based on this session, providers determine whether the client requires 8, 12, or 16 sessions.
- Providers must notify Pineapple Support of the chosen session allocation so the correct number of sessions can be added to the client’s Therapist Portal profile.
- Providers must explain their own cancellation and missed-session policies to the client during the assessment.
- Pineapple Support does not cover missed sessions or cancellation fees. Providers may bill clients directly according to their practice policies.
5. Session Tracking and Invoicing
- Providers must log every completed session into the Therapist Portal. The portal automatically generates monthly invoices; no paper claims are required.
- Payments are issued based on the sessions logged in the portal. Sessions not recorded cannot be reimbursed.
- Providers must not deliver sessions beyond the authorised number unless the extension is approved by Pineapple Support.
- Providers may not bill for extended or longer session lengths unless specifically authorised.
- Co-pays, when applicable, are collected directly from clients.
6. Session Extentions
- Extensions are granted only when it would be clinically unsafe to discontinue therapy at the end of the allocated sessions.
- Extensions are approved in increments of 2 sessions at a time.
- To request an extension, providers must email Pineapple Support with:
– Client initials and Pineapple ID
– Sessions completed
– Number of additional sessions requested (2 at a time)
– A brief, non-clinical explanation of why discontinuation may be unsafe - Pineapple Support reserves the right to approve, modify, or decline extension requests based on clinical safety and available funding.
- Clients may continue privately with the provider after their Pineapple Support sessions end.
7. Higher Level of Care & Clinical Risk
- If a provider believes a client requires a different or more intensive level of care, the provider must:
inform the client, offer appropriate resources, referrals, or crisis services, and notify Pineapple Support within 24 hours. - Providers must follow their local emergency and crisis protocols, including contacting emergency services when a client is at immediate risk.
- Pineapple Support does not provide emergency services and cannot intervene during active crises.
8. Documentation & Record Keeping
- Pineapple Support does not require clinical notes. Providers must maintain their own documentation only as required by their local laws, licensing board, or insurance policy.
- Providers must never share therapy notes or confidential clinical records with Pineapple Support, except:
– in a risk situation, or
– when requesting a session extension (non-clinical summary only). - Providers must store any client information securely, using encrypted and password-protected systems.
- Providers must comply with all applicable data protection laws, including GDPR where relevant.
9. Safeguarding & Mandatory Reporting
- Providers must comply with safeguarding and mandatory reporting laws in the country where they practise.
- If a report is required (e.g., involving minors, vulnerable adults, exploitation, or threats of harm), the provider is responsible for filing the report and then notifying Pineapple Support.
- Pineapple Support does not make safeguarding reports on behalf of providers.
10. Technology, Privacy & Security
- Providers must use secure, encrypted telehealth platforms and avoid conducting therapy through social media or non-secure messaging apps.
- Providers must ensure all devices used for client contact are password-protected and not accessible to others.
- Providers must not store client information on personal cloud drives or unsecured systems.
11. Cultural Competency & Community-Affirming Practice
Providers must deliver supportive, affirming, non-judgmental care that reflects:
- sex-worker-affirming practice
- LGBTQIA+ affirmative care
- kink-aware and trauma-informed approaches
- non-pathologising attitudes toward adult-industry work
- an understanding of stigma, discrimination, and safety concerns unique to adult-industry professionals
12. Provider Availability, Time Zones & Leave
- Providers must maintain accurate availability and honour scheduled appointment times.
- Providers must give Pineapple Support 30 days’ notice of extended leave or anticipated changes in availability.
- Providers must coordinate with Pineapple Support to ensure continuity of care when possible.
13. Professional Conduct
- Providers must adhere to the ethical standards, laws, and regulations governing their profession and region.
- Providers must maintain appropriate professional boundaries at all times, including online, through social media, and in any public forums.
- Dual relationships, sexual or romantic involvement, or any form of financial exploitation are strictly prohibited.
14. Grievances & Complaints
- Providers should communicate any concerns to Pineapple Support promptly.
- If a complaint is made about a provider, Pineapple Support will:
- contact the provider for clarification,
- encourage the client to file a complaint with the appropriate regulatory body if required,
- place the provider on hold while a complaint is reviewed if necessary,
- remove providers immediately if malpractice or clear ethical violations are identified.
15. Ending Services with Clients
- When services end, providers must notify Pineapple Support within 30 days of the final session.
- If a client disengages for more than 60 days, providers must inform Pineapple Support immediately.
- Providers must follow ethical guidelines when ending client relationships, including written notice and relevant referrals.
- Clients wishing to resume therapy after discharge must be reassigned through Pineapple Support.
16. Ending Participation in the Provider Network
- Providers may discontinue their participation at any time by providing written notice.
- Providers must provide 30 days’ notice where possible to allow for client transitions.
- All Pineapple Support clients must be referred back to Pineapple Support for reassignment.
- Pineapple Support may discontinue a provider’s participation due to violation of these policies, ethical breaches, safety concerns, or repeated complaints.
17. Branding & Public Representation
- Providers may describe themselves as:
- “A member of the Pineapple Support Provider Network.”
- Providers may not use Pineapple Support branding, logos, or marketing materials without written approval.
- Providers must not represent themselves as employees or official spokespeople of Pineapple Support.
