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.
- Providers are responsible for ensuring sessions are scheduled no more than two (2) weeks apart. Where a gap of more than fourteen (14) days is anticipated due to exceptional circumstances (e.g., provider illness, client personal crisis), providers must notify Pineapple Support in advance to request a continuation. Where sessions are not progressing at a reasonable pace, Pineapple Support may review the client’s case and, where appropriate, close down the client to reallocate their remaining subsidized sessions to others on the waiting list.
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.
