Do not use this Website or any Pineapple Support services for emergency or crisis situations.
If you are in immediate danger, thinking about suicide, or considering actions that may cause harm to you or to others, you must contact emergency services right away.
If you are experiencing a medical or mental health emergency:
Call your local emergency number immediately (for example, 911 in the United States or 112 in parts of Europe), or
Go to the nearest emergency room or urgent care centre, or contact a local crisis or suicide hotline.
Pineapple Support maintains a crisis support directory with international helplines and resources for mental health emergencies. These resources are provided for your convenience, but they do not replace emergency services. We strongly encourage you to use them alongside, not instead of, contacting emergency services when you are in immediate danger.
Eligibility Requirements
- Resource users must complete the Therapist Request Form to be considered for a Pineapple Support therapy or counseling referral.
- Resource users must be currently active—or have been active within the past six (6) months—in the online adult industry. They must have performed or produced for a minimum of six (6) months and be able to provide proof of this.
- Resource users must agree to the Pineapple Support Therapy Policies and Procedures and the Website Terms of Use by ticking the agreement box at the time of application.
- Resource users must have an active email address to receive information, notices, and requests from Pineapple Support staff.
- Resource users must have internet access to participate in online video therapy.
- Resource users understand that all providers are independent contractors and not employees of Pineapple Support. Pineapple Support’s role is limited to connecting resource users with providers in our network. Therapy and counseling are solely the responsibility of the provider. Resource users may request a provider change if the assigned provider is not a suitable match.
Authorization and Referral Process
- Referrals are made based on multiple factors including, but not limited to: resource user preferences regarding provider location or gender, provider experience with specific issues, philosophical or spiritual considerations, provider caseload, and availability.
Communication
- If a provider informs Pineapple Support that a resource user has not been in contact for more than 30 days, Pineapple Support will conduct wellness checks.
- Resource users agree to a release of information for all Pineapple Support providers involved in their care.
Initial Sessions, Payments, and Co-Pays
- Providers will discuss the resource user’s co-pay and their practice policies regarding payment, cancellations, and missed appointments.
- Providers will collect the agreed-upon co-pay at the initial session and each session thereafter unless alternative arrangements have been approved by Pineapple Support.
- Resource users must follow their provider’s practice policies regarding payment.
- Pineapple Support will not pay for any missed or cancelled sessions. Providers may charge resource users the full session fee according to their practice policy – including missed or first-time appointments.
- If a resource user misses three (3) sessions without sufficient notice, Pineapple Support funding will be terminated.
- Resource users are allocated a maximum of 8, 12, or 16 subsidized sessions following their assessment. Providers may request an extension if discontinuing therapy would be clinically inappropriate. If the resource user is stable but wishes to continue support, drop-in support groups may be available.
- After completing their subsidized sessions, resource users may choose to continue working privately with their provider. Any fees or arrangements for private sessions are strictly between the resource user and the provider.
Grievance Process
- Resource users should address concerns directly with their provider and expect reasonable efforts to resolve the issue.
- When a grievance is reported to Pineapple Support:
a. Pineapple Support will contact the provider for their account of the situation.
b. If the grievance is reportable, Pineapple Support will encourage the resource user to file a complaint with the provider’s licensing board. If the resource user is unwilling, Pineapple Support may file the complaint on their behalf.
Termination of Services From a Provider
- If the therapeutic relationship ends and the resource user wishes to continue therapy with a different provider, Pineapple Support staff will contact them within 30 days to arrange a referral.
- Providers must follow the ethical standards of their discipline when terminating a resource user, including written notification, appropriate referrals, and offering up to 30 days of continued support during the transition.
- Providers must clearly document the reason for termination and efforts to notify the resource user.
- After subsidized sessions are completed, resource users may continue therapy privately with the provider. These private sessions fall entirely outside of Pineapple Support’s involvement.
Termination of Services With Pineapple Support
- Resource users may discontinue their relationship with Pineapple Support at any time, without explanation, by notifying us via email or mail.
- Pineapple Support may discontinue services for failure to adhere to these Policies and Procedures or due to conduct that jeopardizes the wellbeing of staff or providers.
Resource User Conduct
- Resource users are expected to engage respectfully with Pineapple Support staff and providers. Abusive, threatening, discriminatory, or harassing behaviour may result in immediate termination of services.
Crisis and Emergency Situations
- Pineapple Support does not provide crisis or emergency services.
- If you are in immediate danger, experiencing a mental health emergency, or feeling unsafe, you must contact your local emergency services or crisis hotline immediately.
- Providers in the Pineapple Support network may not be available for urgent or same-day support.
Technology and Telehealth Limitations
- Resource users acknowledge that therapy is delivered through online video platforms, which may involve technical issues, interruptions, and security risks.
- Pineapple Support is not responsible for technical failures, platform outages, or data breaches outside of our control.
Release and Limitation of Liability
- Resource users release and agree to hold Pineapple Support harmless from all causes of action or claims arising from therapy or counseling, including any act, omission, advice, information, or service provided by any provider.
- Pineapple Support is not liable to the resource user or any third party for indirect, incidental, consequential, special, punitive, or exemplary damages.
