We want Hal to be enjoyable and safe for everyone. These ground rules are designed to ensure that users and Hal Assistants have a five-star experience when using Hal. Please take a moment to read them. Because whether you’re a user trying to get some help — or a partner wanting to earn money as a Hal Assistant — your behavior matters.

– Respect each other
Treat your fellow users and Hal Assistants as you would like to be treated yourself: with respect. Always try to reply quickly because nobody likes to wait. Most important of all, remember that when you use Hal you will talk people who may think different differently from you. Please respect those differences. We want everyone to feel welcome when they use Hal.

– Give users and Hal Assistants some personal space
We all value our personal space and privacy. It’s OK to chat with other people. But please don’t flirt with other people. As a reminder, Hal has a no sex rule, which translates to no sexual misconduct with Hal Assistants (or fellow users) via ANY means, including but not limited to verbal innuendo or sexual overtones, any sexual pictures or videos or any material that may be construed as a sexual overtone with a Hal or a fellow user.

– Feedback makes us all better
Whether you are a user or Hal Assistant, please rate your session at the end of a conversation. Honest feedback helps ensure that everyone is accountable for their behavior. This accountability creates a respectful, safe environment for both users and Hal Assistants. And if something happens during a session, make sure to report it by tapping “Help” in the app so that our customer support team can follow up. The guidelines below help explain some of the specific kinds of behavior that may cause you to lose access to Hal as a user or a Hal Assistant. 

HOW USERS CAN LOSE ACCESS TO HAL – US ONLY
This policy helps explain the kinds of behavior that may lead users to lose access to Hal. Ensuring a respectful, safe environment for all Hal Assistants and users is paramount. The way you behave while using Hal can have a big impact on the safety and comfort of Hal Assistants. Courtesy matters. That’s why you are expected to exercise good judgment and behave decently when using Hal — just as you would in any public place.

The following is an incomplete list that demonstrates how a user could lose access to Hal:
• Flirting with the Hal Assistant. As our community guidelines make clear, you cannot flirt with other people within the Hal app. As a reminder, Hal has a no sex rule, which translates to no sexual misconduct with Hal Assistants (or fellow users) via ANY means, including but not limited to verbal innuendo, any sexual pictures or videos or any material that may be construed as a sexual overtone with a Hal or a fellow user.
• Use of inappropriate and/or abusive language or gestures. Users are strictly prohibited from asking overly personal questions, using verbal threats, and/or making comments or gestures that are aggressive, sexual, discriminatory or disrespectful in any way. Since Hal operates as an online forum, this can include improper use of emojis to communicate an abusive or inappropriate action that could be construed as aggressive, sexual, discriminatory or disrespectful.
• Breaking the local law while using Hal. Users are strictly prohibited from asking Hal Assistants to break local laws such as using Hal to commit a crime, including but not limited to the purchase of illegal drugs, human trafficking, illegal purchases of alcohol, purchase of firearms or weaponry, any acts of violence or the exploitation of children, sexual or otherwise.

Once we are made aware of this type of problematic behavior, we will contact you in order to investigate further. Depending on the nature of the concern, we may put a hold on your account during our investigation until a decision is reached. If the issues raised are found to be in violation of any of the aforementioned, or put Hal, its users or any persons, known or unknown at risk, or you refuse to cooperate, you may lose access to Hal. Any behavior involving violence, sexual misconduct, harassment, discrimination, or illegal activity while using Hal can result in the immediate loss of access to your account. Additionally, when law enforcement is involved, we will cooperate with their investigation in accordance with our Law Enforcement Guidelines.

Terms of Use
As a user, you agree to our Terms of Use when you sign up for your account. We may take action against you for violating these terms, including permanently closing your account. For example, the failure to maintain accurate, complete, and up-to-date account information, including having an invalid or expired payment method on file, allowing a person who does not meet the minimum age requirement to use your account while unaccompanied, or if you actually do not meet that age requirement yourself, are all events that put your account at risk.

– Firearms Ban
Hal prohibits users and Hal Assistants from asking or requesting firearms in a session while using the Hal app. If you violate Hal’s firearms prohibition policy, you may lose access to Hal.

– Discrimination
Hal has a zero-tolerance policy towards discrimination of any kind. This means you will lose access to your account if you are found to have discriminated against Hal Assistants or other users based on their race, color, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under applicable law.

– Fraud or Illegitimate Behavior
Fraudulent or illegitimate behavior undermines the trust on which Hal is built. We may deactivate any account(s) associated with this type of activity, including: abusing promotions; collusion between user and Hal Assistant; disputing fees for fraudulent or illegitimate reasons; or duplicate accounts. 

HOW Hal ASSISTANTS CAN LOSE ACCESS TO Hal – US ONLY
If you are a Hal Assistant, and your account is temporarily blocked or deactivated, it limits your ability to earn income. That’s why we believe it is important to have clear policies that explain the circumstances in which you may be denied access to Hal; how (if at all) you can use the app again; and if you can appeal these decisions. There will always be unforeseen events that may ultimately lead to you losing access to your Hal Assistant account — and we’ll update this policy regularly — but the following are sufficient cause for Hal to take action: they include but are not limited to quality, safety, fraud and discrimination.

– Quality
Users who use Hal expect their Hal Assistants be courteous and professional. The higher the quality of the service, the more users will subscribe with their requests, which in turn means more opportunities for Hal Assistants to earn money. Poor service has the opposite effect over time. There are several ways we measure Hal Assistant quality, with the most important being Star Ratings.

– Star Ratings
After every session, Hal Assistants and users are able to rate each other on a scale of one to five stars on how the session went. This two-way system holds everyone accountable for their behavior. Accountability helps create a respectful, safe environment for both Hal Assistants and users. Hal Assistants can see their current rating in the Ratings tab of the Hal Staff app.

How is my rating as a Hal Assistant calculated?  Your rating is based on an average of the number of post-sessions stars users gave you (from 1 to 5 stars), up to your last 500 rated sessions or the total number of rated questions you’ve taken, if less than 500.

The easiest way to keep your average rating high is to provide good service on every session. Hal Assistants using Hal typically provide excellent service, so most sessions run smoothly. But we know that sometimes a session doesn’t go well—that’s why we only look at your average rating over your most recent 500 sessions (or your total number of rated sessions count, if under 500). This gives you the chance to improve over time.

What leads to you losing access to your account?  There is a minimum average rating in each city. This is because there are cultural differences in the way people in different cities rate each other. We will alert you over time if your rating is approaching this limit, and you’ll also get information about quality improvement courses that may help you improve. However, if your average rating still falls below the minimum after multiple notifications, you will lose access to your account. We may allow you to regain access to your account if you can provide proof that you completed one of these quality improvement courses.

– Acceptance Rates
High acceptance rates are a critical part of reliable, high-quality service, but not accepting questions or requests does not lead to permanent loss of your account. Consistently accepting questions or requests helps maximize earnings for Hal Assistants and keeps the system running smoothly. We know that sometimes things come up that prevent you from accepting every session request, or you may want to take a break. However, not accepting session or requests also causes delays and degrades the reliability of the system. If you don’t want to accept questions or requests, we ask that you simply log off.
If you consistently decline session requests, we will assume you do not want to accept more questions and you may be logged out of the app.

– Safety
Hal uses technology to keep Hal Assistants and users safe, to include saving all conversations in order to use that quality control and adherence to the Hal guidelines set forth. This process is supported by a robust system of pre-screenings of Hal Assistants. We also have a dedicated incident response team on call 24/7 to investigate safety incidents.

Actions that threaten the safety of Hal Assistants and/or users will be investigated and, if confirmed, lead to permanent deactivation of your account. 

The following is an incomplete list that demonstrates how a Hal Assistant could lose access to Hal:
• Use of inappropriate and abusive language or gestures. For example, asking overly personal questions, using verbal threats, and making comments or gestures that are aggressive, sexual, discriminatory, or disrespectful.
• Flirting with users. As our community guidelines make clear, you should not flirt with other people in a session. As a reminder, Hal has a no sex rule, which translates to no sexual misconduct with Hal Assistants (or fellow users) via ANY means, including but not limited to verbal innuendo, any sexual pictures or videos or any material that may be construed as a sexual overtone with a Hal or a fellow user. 
• Unwanted contact with users after a session is over. For example, texting, calling, or visiting someone in person after sessions has been completed.
• Breaking the local law while using Hal. Breaking local laws; and using Hal to commit a crime, including drug and human trafficking or the sexual exploitation of children.

What leads to you losing access to your account?  If we are made aware of this type of problematic behavior, we may contact you so we can investigate them. Depending on the nature of the concern, we may put a hold on your account during our investigation. If the issues raised are serious or a repeat offense, or you refuse to cooperate, you may lose access to Hal. Any behavior involving violence, sexual misconduct, harassment, discrimination, or illegal activity while using Hal can result in the immediate loss of your account. Hal will also deactivate the account of any Hal Assistant who receives several or serious complaints of poor, unsafe, or distracted while using the Hal app. Additionally, when law enforcement is involved, we will cooperate with their investigation in accordance with our Law Enforcement Guidelines.

– Zero Tolerance for Drugs and Alcohol
Hal does not tolerate the use of drugs or alcohol by partners while working.
What leads to you losing access to your account?  The account of any Hal Assistant found to be under the influence of drugs or alcohol while using the Hal app will be permanently deactivated. Hal may also deactivate the account of any Hal Assistant who receives several unconfirmed complaints of drug or alcohol use.

– Compliance with the Law
We expect Hal Assistants using the Hal app to act in compliance with all relevant state, federal and local laws and the rules at all times. This includes meeting the regulatory requirements for-hire Hal Assistants in your area.
What leads to you losing access to your account?  Hal may permanently deactivate your account for activities such as: engaging in illegal activity while using the Hal app.

– Background Checks
All Hal Assistants who choose to use the Hal app are required to undergo a screening process, like background checks, to ensure safety and compliance with our criteria.
What leads to you losing access to your account?  We will permanently deactivate a Hal Assistant’s account if a background check uncovers a violation of Hal’s safety standards or of other criteria required by local regulators.

– Fraud
Fraudulent activity undermines the trust on which Hal is built. That’s why we are constantly on the lookout for fraud by users and Hal Assistants who are gaming our systems.

What leads to you losing access to your account?  We will deactivate any account or accounts associated with fraudulent activity, which may include: deliberately not answering questions of a user, including but not limited to provoking users to cancel; creating “dummy” user or Hal Assistant accounts for fraudulent purposes; claiming fraudulent fees or charges.

– Accurate Personal Information
The Hal app is designed to not give users identifying information about Hal Assistants. Inaccurate or outdated information creates confusion among users and can diminish their experience with Hal.
What leads to you losing access to your account?  We will deactivate your account for activities such as: providing Hal with inaccurate information; allowing someone else to use your account.

– Discrimination
Hal’s mission is to connect users to reliable information, everywhere for everyone. We have a zero-tolerance policy towards discrimination of any kind at Hal.
What leads to you losing access to your account?  It is unacceptable to refuse to provide services based on characteristics like a person’s race, color, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under relevant federal, state, or local laws. Actions like these may result in permanent deactivation of your account. In addition, it is not acceptable to discriminate on the basis of a user’s questions.

– Reinstatement After Deactivation
If your account has been deactivated for quality reasons like low star ratings, you may have the opportunity to get reinstated if you provide proof that you’ve successfully taken a quality improvement course(s) offered by third party experts, available in most U.S. cities today. We are also exploring whether these experts provide the option of an equivalent online course, so that this is available to Hal Assistants everywhere in the United States at a low cost. In addition, we are exploring ways to create an appeal process for the most contentious cases. We will update this document as and when we have that process in place. 

Last updated: March 2, 2019 [Revisions per RG]