Handshake employees and support partners (together: “Handshake Staff”) are here to help resolve issues for our customers. We work hard to take actions consistent with our policies, but we understand that some customers may disagree with those decisions. We want to hear from you if you disagree with a decision that was made so we can ensure we are taking the correct actions.
We expect everyone to treat Handshake Staff with respect. Handshake is committed to maintaining a safe environment for Handshake Staff. We have zero tolerance for harassment, implicit or explicit threats, abuse, or other unwelcome behavior directed at Handshake Staff.
This policy applies to conduct both on and outside of Handshake’s systems and official communication channels. Violations of this policy will result in account termination, or other action at Handshake's discretion.
What is not allowed
1. Harassment and abuse
- Threats of violence or harm, whether direct, implied, or conditional
- Sexual harassment, sexual advances, or sexual comments toward Handshake Staff
- Racist, sexist, homophobic, transphobic, ableist, or other discriminatory or hateful language
- Insults, profanity directed at an individual, demeaning remarks, or intimidation
- Repeated contact intended to wear down, pressure, or punish a team member rather than resolve an issue.
- Accusing Handshake Staff of mishandling a decision in bad faith.
2. Doxxing and contact outside official channels
- Researching, compiling, publishing, or sharing Handshake Staff's personal information, including home address, personal phone number, personal email, family details, or workplace location
- Contacting Handshake Staff through personal channels: personal phone, personal email, personal social media, or direct messages on outside platforms about Handshake business
- Contacting a Handshake Staff's family members, friends, or personal contacts
- Appearing, or threatening to appear, at a Handshake Staff's home or a Handshake office uninvited
- Using information obtained through a Handshake interaction, such as a name on a support ticket or a face on a video call, to locate someone outside of Handshake
All communication with Handshake Staff must go through official Handshake channels: in-product support, our published support channels and the account contacts assigned to you.
3. Retaliation and coordinated pressure
- Retaliating against Handshake Staff for their decision, including threats to their job, reputation, or personal safety
- Organizing or encouraging others to contact, harass, or target Handshake Staff
- Publishing a Handshake Staff member's name alongside accusations or calls to action intended to direct harassment toward them
- Attempting to identify which individual Handshake Staff member made a moderation or enforcement decision in order to target them
- Continued social media posts and tagging of HS Staff or the company when you disagree with the decision they’ve made.
4. Deception and misuse
- Impersonating Handshake Staff, or falsely claiming to speak for Handshake
- Creating additional accounts, or using another person's account, to reach another team member of Handshake Staff after being asked to stop or after an account action
- Recording, screenshotting, or publishing conversations with Handshake Staff in order to harass, shame, or misrepresent them
- Creating or sharing manipulated images, audio, video, or AI-generated content depicting Handshake Staff
Consequences
Conduct that violates this policy may result in immediate and permanent loss of access to Handshake, without prior warning and regardless of your account type or standing. For employer accounts, this may include termination of your organization's relationship with Handshake. For users affiliated with a university, we may notify the institution.
We may also:
- Restrict your ability to contact support or use messaging features
- Preserve records and refer the matter to law enforcement
- Pursue legal remedies where warranted
Threats of violence, doxxing, and stalking are reported to law enforcement.
If you disagree with a decision
You are entitled to appeal any decision and Handshake handles every appeal in good faith. Disagreement is not harassment, and professionally-communicated criticism of Handshake, our policies, or a decision we made will never put your account at risk.
If you believe we got something wrong, reply to the message you received from our team and explain why. If you are not satisfied with the outcome, you can ask that your case be escalated for a second review. Escalating through official channels (contacting Support from the upper right corner of your dashboard or our Help Center) is always faster than any alternative, and it is the only route that will get your case reconsidered.