How we handle abusive usage

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.

Guiding Principles

Human oversight

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.

Balanced responsibilities

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.

Focus on evidence

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.

Process

Every case goes through the same general process: