Law Enforcement Guidelines

Law Enforcement Guidelines

These operational guidelines are a reference for law enforcement officials seeking information from us about user activity on Helo. We may change these guidelines at any time, without notice.


We disclose Helo accounts information solely in accordance with our terms of service and applicable law, upon request from law enforcement officials with lawful documents.

Account Information Availability

When creating an account in Helo, user may: provide profile information; post text, picture or other material; communicate with another user; or conduct other activities. We retain different types of information for different time periods. We cannot guarantee retention and accuracy of any data we stored. Upon request with due legal process, we will search for and disclose data which we are reasonably to locate and retrieve.

Request for Account Information

Any non-public information of the user will only be released to law enforcement in response to legal process such as a subpoena, court order, or other valid legal process.

Any private message of user requires a valid search warrant or any equivalent order.

In case of a valid emergency request, please see Emergency Request.

Details for Request

Requests for user account information in accordance with applicable law, are required to include the following information:

Note that we are unable to process overly broad or vague requests.

The request shall be signed by the head of that law enforcement agency and sent via a valid official government email address.

Preservation Requests

We will honor formal requests from law enforcement to preserve user data. Upon receiving the due request, we will attempt to preserve available account information associated with any properly identified user for up to 90 days.

Preservation requests, in accordance with applicable law, should:

Emergency Request

An emergency request may be submitted through email at

We evaluate emergency requests on a case-by-case basis. In certain situations, we are able to voluntarily disclose personal data about an individual without the consent of the individual where such disclosure is necessary to respond to an emergency that threatens the life, health or safety of the individual or another individual.

All emergency requests must be in writing on official letterhead, signed by a sworn law enforcement official, and come from a valid government official email address.

Non-law enforcement personnel aware of an emergency should immediately and directly contact local law enforcement officials.

Content Removal Request

If you are a law enforcement or government official and find out potentially illegal content in Helo, you can first review our Term of Service, Community Guidelines and other published policies first, and submit potential violation of the relevant case by using our “Report” function in-app. Our dedicated team will process your submission expeditiously. If you receive a response from us that the reported case does not currently violate our policies, you can submit, via an official government or law enforcement email address, a request to remove content, in which you shall identify the local laws the reported case is deemed to have violated and court order or other supportive documentation. We will process your request as soon as possible.

Notification to users

It is our policy to notify our users when we receive legal process seeking their records, information or content or removing the same unless providing such notice is prohibited under law.

Further, if your request places us on notice of an ongoing or prior violation of our terms, we will take action to prevent further abuse, including account termination and other actions that may notify the user that we are aware of their misconduct. If you believe in good faith that taking such actions will jeopardize your ongoing investigation, you may request that we defer such action in your request and we will take your request under advisement. It is the responsibility of the requesting law enforcement official to make this request, as it is our policy to enforce its terms.

Cost Reimbursement

We reserve the right to seek reimbursement for the costs associated with responding to law enforcement data requests.

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