Last Updated Jan 06, 2021
We build our Helisum to give you a better way to manage your Helium hotspot. We are proud of that purpose and trust that our customers use our products for appropriate endeavors.
Sometimes, though, we discover potential abusive usage as detailed in our Use Restrictions policy. When that happens, we investigate using the following guiding principles and process.
Who’s “we”, you ask? It’s us: folks from the Helisum team. We have an internal committee who review all potential abuse cases. On rare occasions for particularly sensitive situations or if legally required, we may also seek counsel from external experts.
We have an obligation to protect the privacy and safety of both our customers and the people reporting issues to us. We do our best to balance those responsibilities throughout the process.
We base our decisions on the evidence available to us: what we see and hear account users say and do. We document what we observe and ask whether that observable evidence points to a restricted use.
Every case goes through the same general process:
From our experience, we learn about potential abuse because:
This list is not exhaustive; there are always edge cases. We will update the list if we find regular new avenues.
We focus on the evidence:
We strive to balance privacy and safety for all those involved:
We will terminate an account without advance notice if there is evidence it is being used for a restricted purpose that has, is, or will cause severe harm. If applicable, we will also report the incident to the appropriate authorities.
For other cases, we’ll take a case-by-case approach to clear things up.
If we terminate an account without notice, the decision is final.
For other cases, we will consider good faith appeals sent to firstname.lastname@example.org by the account owner within 14 calendar days.