The author gave this (notional) example to simply point out that such users present a very different use case for the original company and are likely to be a hu

The author gave this (notional) example to simply point out that such users present a very different use case for the original company and are likely to be a huge distraction. And undeflected distractions are bad for a startup. If it were a real example and you needed a legal way out (what country / jurisdiction?), maybe referring those cases to another service that is specifically set up to serve their needs would be sufficient.