Nomad Review Video Comment Policy

As an Influencer for Nomad, it is important to remember that Nomad Internet is most similar to a utility company. While we aim to please every customer we have, we can not please them all. This is compounded by the fact that as a utility, its rare customers go out of their way to make positive comments.

If you think about it, when was the last time you left your water or electric company a positive comment for providing the service you paid them to do?

Nomad Internet has thousands of customers. So if even just a tiny fraction of them, say 1% are unhappy, it can equate to hundreds of unhappy customers leaving negative comments.

Nomad Terms of Service

We absolutely know there are times we drop the ball. There are times we are not able to return an email as fast as a customer may like, or the customer may just simply not agree to a policy.  In fact, all Nomad customers agree to our Terms of Service before checkout. You can find them here. We find that most of the complaints we receive are from customers who have not taken the time to read our Terms of Service, and then want us to make an exception for them.

No matter what the customer complaint is, we remain committed to our mission: Connecting the Underserved. We believe in our mission and what we do for those we serve!

While we try not to be sticklers for “rules” and processes” over the years we have found that we must apply rules fairly across all customers to address their issues efficiently.

Policy Exceptions

Admittedly, there are times we do make exceptions for customers. For example, recently there was a tragic accident where a customer’s house burned down. Not only did we not charge them a replacement fee for their Nomad modem, but we also gave the customer a new Nomad Modem free of charge.

The goal of this document it to equip and prepare you for the video comments ahead of time. Most simply put, we are not a single “product” that a customer decides if they like or don’t like. We are a service provider. At any moment of the day there is the possibility of something happening a customer does not like.

This is compounded by the fact that we are a Wireless Service Provider. The wireless signal can vary and change with things like weather, tower congestion, or where the customer modem is placed.

Video Comment Strategy

Over the years, we have learned that, especially with social media, there can be a tendency for negativity instead of positivity. So, we have learned from experience the best way to mitigate most of the issues is through a pre-planned approach to comments that need support or comments with hate speech.

When you signed your Influnceer Contract with Nomad as noted in EXHIBIT B - GUIDELINES, we reserved the right to turn off, filter, or delete comments. While we hope never to get to the point of having to moderate or fully disable comments. The key is maintaining the right balance between customers feeling heard, but also understanding that the comments in your video are not meant to provide Nomad Technical Support. Just as importantly, we must take a firm stand against trolling, hateful, and destructive content.

In the same way, our Comment Policy is broken down the same way: managing customers looking to use your video comments for tech support. And hateful and trolling comments.

Nomad Support Comment Policy

The best way to combat negative comments that are really Nomad Support issues is to direct the customer back to Nomad Supper so we can properly address their issues. If the same process is followed, Nomads Support staff is ready to quickly address the customer’s concerns.

The following are all great examples of issues we want to address quickly and promptly with our support staff:

• Refund request
• Cancellation request
• Speed issues
• Order ship times
• Historical Issues

We understand that you may feel compelled to assist, given your relationship with Nomad Internet. To make it easier for you, we have created a standardized response you can use to address customer feedback:

"Thank you for bringing this to our attention. We're sorry you're experiencing this issue. We'd be happy to assist you further. Please visit https://support.nomadinternet.com/ for more help."

By using this standardized response, we can ensure that customer issues are directed to the team members best equipped to resolve them quickly and effectively.

Hate Speech or Trolling Comments Policy

Nomad Internet has a zero-tolerance policy for comments intended to troll the video or Nomad and intended to be hateful or to troll you, Nomad, or any of its staff.

As outlined in your Influencer contract on EXHIBIT B - GUIDELINES, we use a small negative keyword filter along with targeting comments for the removal of comments that violate our hate speech policy.

Before your video goes live, per your contract terms with Nomad, we ask you to follow the following procedures to filter hateful and trolling comments.

A negative keyword list with a few keywords will prevent 80% of the hateful comments from even being posted.

For any of the remaining comments that the filter does not catch, a removal request will happen at Nomad’s discretion at any time and for the life of our agreement.

We have found not only outlining our Comment Policy but explaining to creators in detail our approach, yields the most healthy partnership that preserves free speech and provides customers the assistance they need!

Updated on: 09/27/2025