Operation Policy
1.Basic operating policy
1.1 SNAPIXEL (hereinafter “Game”) is a mobile game developed and serviced by SYLO Co., Ltd. (hereinafter referred to as “Company”), and is operated in accordance with the policies below.
The operating policy is to ensure that the Company provides services smoothly and It serves as a standard for customer service that protects game users and allows the game operator (hereinafter referred to as “GM”: Game Master) to respond quickly and consistently to problems that occur inside or outside the game.
1.2 The company may change its operating policy in order to minimize customer inconvenience and provide stable services.
If the operating policy is changed, the company will post related information on the official community site (official cafe, etc.) or in a notice in the game. We will notify you through this.
Customers are requested to check the notice and be familiar with the changed contents to avoid any damage or inconvenience.
The company will provide assistance with any damage or inconvenience that occurs due to lack of familiarity. number doesn't exist.
1.3 Matters not mentioned in this operating policy are subject to the “Terms of Use,” “Personal Information Processing Policy,” “Youth Protection Policy,” “Act on Promotion of Information and Communications Network Utilization and Information Protection,” and other related laws and regulations, and those shared by members of society. It follows conventional wisdom.
2.Your Rights
2.1 Customers can use various contents provided by the game.
However, the company retains ownership of game content such as characters and items in the game.
2.2 If customers have difficulty using the game, they can receive solutions through the in-game help and support page.
2.3 If damage occurs due to GM, customers can inquire and request improvement through official channels such as customer center.
2.4 If you would like to file an objection to the game use restriction, please contact the customer service center.
However, you cannot file an objection when the data retention period for the basis for the game use restriction expires.
3.Customer Obligations
3.1 Customers must not cause harm to other customers or have a negative impact on maintaining order, and to this end, they must cooperate as much as possible with GM's requests.
If they violate the operating policy or act in a manner that does not conform to social norms. Use of the service may be restricted in accordance with regulations.
3.2 Customers must enter their accurate personal information when registering as a member.
You cannot receive help from the company for damage caused by stealing other people's personal information or registering false information, and we are responsible for the theft of personal information. You must take responsibility accordingly.
3.2.1 If you win an event or event held by the company with an account registered with someone else's information, problems may occur with compensation or prize payment, and your winnings may be cancelled. can be Yes.
3.2.2 The rights to characters, items, etc. of accounts registered with someone else's information are not recognized, and you will not be able to receive help if a problem occurs.
3.3 Customers are primarily responsible for the accounts they use.
Accordingly, customers must make every effort to protect their personal information.
However, the company's intention or Cases of damage caused by gross negligence are excluded.
3.3.1 If a customer shares his/her personal information or account with others or transfers/sells it in an abnormal manner, the company will not recognize this. , and all resulting You cannot receive protection from the company for problems (fraud, account theft, etc.).
3.3.2 If a customer attempts to make a cash/spot transaction for accounts, characters, goods, or items, use of the game may be restricted without warning. It is difficult to provide assistance with problems arising from this.
3.4 Customers must protect their information from other customers' fraudulent activities, such as account theft, by periodically changing the password of the account they use or safely managing the device they use.
3.5 If a bug occurs, the customer must report it to the GM through the customer center.
If you do not fulfill your obligations and abuse or spread the bug to others, you may be restricted from using the game.
4.GM's role and activities
If a situation not mentioned below occurs, If we determine that it is necessary for game operation, we will respond appropriately and quickly in accordance with the general game order shared between the customer and the company.
4.1 GM complies with the personal information processing policy and related laws.
GM does not request customer personal information (resident registration number, personal information, account, password, etc.), and never arbitrarily modifies or leaks customer personal information. We do not do so.
However, if there is a formal request for cooperation from a judicial agency, it may be provided to the relevant agency.
4.2 GM strives to identify and fix bugs that may cause inconvenience to customers.
4.3 GM does not act or provide benefits only to certain customers.
4.4 GM does not respond to customer inquiries and requests, other than publicly known game information, regarding future updates, or content that cannot be disclosed due to the nature of the game.
4.5 If an abnormal phenomenon occurs inside or outside the game service, GM may temporarily suspend or restrict access to part or all of the service.
In this case, GM may post related information on the official website or in a notice. We provide prompt guidance and do our best to prevent any damage that may occur to customers.
4.6 GM does not intervene in disputes between customers. However, if content violates the “Operating Policy” or if normal service operation is deemed difficult, the matter may be reviewed from a neutral standpoint and necessary measures may be taken.
4.6.1 Game Environment Distributing or using unauthorized programs or harmful programs that hinder Acts
4.6.3 Acts that destroy the game order shared by good customers, such as the game economy
4.6.4 Acts that violate positive laws or harm the public order and morals of the game
5.In-game naming policy
However, if any of the following items apply, the GM will impose sanctions according to the standards of this operating policy. You can protect a healthy gaming environment and customers by taking, changing, or deleting (closing) the name.
An in-game name that is judged to be intended to deceive or deceive you into thinking you are a company employee or GM< br> The name is suggestive and In-game names that are obscene or vulgar (profanity) that may cause discomfort to other customers
In-game name that hints at the intention to exchange accounts, characters, cyber money, etc. for cash or in kind, the intention to exchange between servers, the intention to trade with other games, etc.
Specific religion, race, etc. , in-game names that disparage groups such as companies
In-game names that advertise a specific target
Other in-game names that are difficult to accept according to social norms
Third party trademarks , Service mark, in-game name that is judged to be likely to infringe copyright
6.Game usage restrictions
6.1 Game Usage Guidelines
6.1.1 A GM (Game Master) may take swift and appropriate measures to protect other users from any actions that disrupt smooth game operation or destroy the game environment, based on commonly shared rules and norms between users and GMs.
SNAPIXEL provides its services to multiple countries, including South Korea. If inconveniences for users in a specific country become severe, or concerns arise regarding unauthorized programs, hacking, or large-scale farming operations, SNAPIXEL may restrict access, account creation, or the use of certain content from that country.
If you violate the standards specified in the operational policy, your service usage may be restricted. The company will notify you in advance if it intends to take restrictive measures. However, if urgent action is necessary—such as when smooth game operations are disrupted or the game environment is destroyed—notice may be provided afterward.
6.1.2 The level of usage restriction is applied based on the type of violation and the number of previous violations. However, depending on circumstances, a lower level of restriction may be applied as a mitigation. If two or more types of policy violations are confirmed simultaneously, the violation that carries the highest level of restriction will be applied.
6.1.3 If a violation of the operational policy is detected, some game content—such as the trading system, in-game store, PVP, or image generation—may be restricted during the investigation or explanation process. Even if you have not directly violated the policy, if you are found to be involved in such violation, your account may be restricted in the same way as the account that committed the violation.
Furthermore, to prevent repeated misconduct by using multiple accounts under the same name, if three or more permanent account bans occur under the same name, all accounts under that name may be permanently banned, and membership registration under that name may also be blocked.
6.1.4 Acts That Disturb Order in the Game
Acts that disturb order in the game refer to intentionally hindering other users’ smooth gameplay or engaging in behavior that causes them discomfort. This also includes deceiving well-intentioned users to gain unfair advantages through scams, or extorting in-game currency or items without proper compensation.
Most fraudulent activities occur due to individual negligence, and it is difficult to provide assistance for any resulting damages.
To avoid being victimized by similar nicknames or by people impersonating GMs, as well as scams using personal relationships, please be extremely cautious when trading or transferring in-game currency, items, or account access. You are responsible for any damages or consequences caused by your intentional or negligent actions.
6.1.5 Exploiting the System (Bugs) and Abnormal Play (Abuse)
Exploiting the system or engaging in abnormal play refers to using in-game errors or unintended features to gain unfair advantages (e.g., currency, gold, items) or to disrupt the game balance. If you discover any bugs or system issues within the game, you must report them through official channels (such as the reporting system). If you fail to report them and instead spread them to other users or exploitthem in ways that harm well-intentioned users, you may be subject to penalties.
6.1.6 Use of Unauthorized Programs and Farming Operations
An unauthorized program refers to any program, device, or equipment that disables the technical protective measures of the service, interferes with normal operations, or is not approved by the company. Distributing or creating such programs or devices with the intent to distribute can undermine the fairness of the game. If such behavior is confirmed, it may result in game usage restrictions and legalaction.
Activities that aim to gain unfair profits—such as creating multiple accounts and using them in an organized manner to acquire, trade, or transfer in-game items—disrupt other users’ gameplay and damage the game environment. We take strong action against these activities, and the first confirmed violation will result in a permanent ban.
6.1.7 Account Theft/Hacking/Personal Information Disclosure
Account theft refers to attempting to or successfully obtaining another user’s in-game currency, items, or account without their prior consent. If a user falsely reports account theft or hacking, their account may be restricted. Hacking includes any unauthorized access to another user’s device or the game server, modifying or altering the game’s installation or executable files,interceptinginformationbetweenthe server and client, or attempting to do any of these for unlawful purposes. Personal information disclosure refers to leaking another user’s personal or payment information (name, address, affiliation, phone number, IP address, etc.) in the game.
6.1.8 Abuse of Any Processes Related to the Company or Open Market Stores
Users who exploit any processes related to the company or open market stores—such as membership registration, game usage, payment, or refunds—to gain unfair advantages may face usage restrictions. Any unfair gains obtained may be reclaimed. If you spread methods to exploit or if such exploitation harms other well-intentioned users, usage restrictions may be applied. GMs will respond firmlytoactions that abuse any open market store processes (e.g., Google Play Store) to ensure that well-intentioned users do not suffer.
6.1.9 Levels of Game Usage Restrictions
If your account has a history of the following restrictions, you may be excluded from on-time/maintenance rewards, time-limited item distributions, or event winnings. Furthermore, we cannot provide assistance for time-limited items or any other game-related losses you could not use during the restriction period.
Below are the possible restrictive measures that may be applied. If the account owner contacts the game’s customer center within 15 days from the date the restriction is imposed, the company will thoroughly review the inquiry and provide a response and assistance.
| 1 | Game Usage Restriction | The game is restricted for the specified period. |
| 2 | Temporary Restriction | Temporary restriction is applied to investigate suspicious abnormal access/play. |
| 3 | Account Protection Measures | Temporary restriction is applied to protect an account with suspicious abnormal access/play. |
| 4 | Forced Name Change | Names in violation of the naming policy may be changed to a random name. |
| 5 | Partial Content Restriction | Specific in-game content is restricted for a designated period. |
| 6 | Abnormal Network Blocking | If suspicious abnormal access/play is detected, connections from that network may be restricted. |
| 7 | Device Usage Restriction | Access from the device in use is restricted for a certain period. |
| 8 | Warning | Users are notified of cautionary or prohibited matters via in-game communication channels. |
6.2 Behavior that disrupts order in the game
6.2.1 Username Policy Violations
6.2.1.1 A username that impersonates or implies impersonation of a GM, company official, or a specific individual
6.2.1.2 A username that includes or implies sexually explicit, obscene expressions or profanity (swearing)
6.2.1.3 A username that, under social norms, may cause discomfort or shame to other customers
6.2.1.4 A username that discriminates against or disparages a specific target or could be considered defamatory
6.2.1.5 A username intended to trade accounts, characters, cyber money, etc. for cash or goods
6.2.1.6 A username intended to trade accounts, characters, cyber money, etc. between different servers or games
6.2.1.7 A username that infringes trademark rights, copyrights, intellectual property rights, etc. or could result in legal issues
6.2.1.8 A username that is created abnormally or cannot be identified, not following permitted name creation rules
6.2.1.9 A username deemed to have the intent of exposing another customer’s personal information
6.2.1.10 A username that advertises a specific target
6.2.1.11 A username that violates relevant laws or is otherwise socially unacceptable
6.2.1.12 A username formed by altering part of the spelling of the aforementioned names or by adding other characters before or after them
| 1st Time | 2nd Time | 3rd Time | 4th Time |
|---|---|---|---|
| Warning and Forced Name Change | 3-Day Game Usage Restriction and Forced Name Change | 15-Day Game Usage Restriction and Forced Name Change | 30-Day Game Usage Restriction and Forced Name Change |
6.2.2 Interference with Game Operations
6.2.2.1 Intentionally disrupting events or official events hosted by the company
6.2.2.2 Interfering with the normal operational activities of a GM by slandering the GM or the company without cause
6.2.2.3 Reporting or providing false information regarding game usage through the customer center (bug reports, damage reports, abusive language, spamming, etc.)
6.2.2.4 Distorting the healthy operation of the game service by performing acts contrary to the game’s intended design
6.2.2.5 Abusing the game system in a way that affects game order
6.2.2.6 Aiding customers who repeatedly or maliciously exploit game errors
6.2.2.7 Interfering with inquiry response work by submitting spam-like inquiries
6.2.2.8 Posting or uploading profanity/obscene/hateful/violent content or images on boards accessible to unspecified multiple customers
6.2.2.9 Other actions that disrupt normal gameplay or operations
| 1st Time | 2nd Time | 3rd Time | 4th Time |
|---|---|---|---|
| 3-Day Game Usage Restriction | 7-Day Game Usage Restriction | 30-Day Game Usage Restriction | 90-Day Game Usage Restriction |
6.2.3 Impersonation of GM and Spreading False Information
6.2.3.1 Impersonating or claiming to be a GM or company official, or using such claims to request information or assets from the company
6.2.3.2 Spreading unverified or false information not officially released by the company or GM, causing confusion or harm to other customers
6.2.3.3 Arbitrarily modifying official company information (announcements, inquiry responses, etc.) or distributing the modified content
6.2.3.4 Intentionally causing negative effects on the game economy by using the game system
6.2.3.5 Under social norms, performing acts that go against them or that violate the operational policies or laws, damaging the service’s image
6.2.3.6 Other intentional and malicious acts that disrupt the normal game service
| 1st Time | 2nd Time | 3rd Time | 4th Time |
|---|---|---|---|
| 7-Day Game Usage Restriction | 30-Day Game Usage Restriction | 90-Day Game Usage Restriction | 365-Day Game Usage Restriction |
6.2.4 Interference with Others’ Game Usage
6.2.4.1 Causing discomfort or insult to another customer
6.2.4.2 Using disparaging remarks about physical traits, groundless slander of others, etc., causing discomfort
6.2.4.3 Slandering parents, a specific person, or unspecified individuals
6.2.4.4 Inciting discord or condemning all users
6.2.4.5 Inciting socio-cultural conflicts such as political, regional, gender, religious, national, or racial discrimination
6.2.4.6 Using obscene language, insults, spam, etc.
6.2.4.7 Engaging in stalking or similar behaviors to harass other customers
6.2.4.8 Acting in a way that goes beyond common sense and inconveniences others
6.2.4.9 Violating another person’s right to their likeness or name
6.2.4.10 Using expressions that violate public order or morality, or are socially unacceptable, or equivalent to such
6.2.4.11 Otherwise using the game system to interfere with other customers’ smooth gameplay
| 1st Time | 2nd Time | 3rd Time | 4th Time |
|---|---|---|---|
| 1-Day Game Usage Restriction | 3-Day Game Usage Restriction | 7-Day Game Usage Restriction | 30-Day Game Usage Restriction |
6.2.5 Obscene or Unethical Game Behavior
6.2.5.1 Registering sexually suggestive or explicit content
6.2.5.2 Implying sexual content or using expressions and actions that can cause shame to others, slandering a specific person or unspecified individuals
| 1st Time | 2nd Time | 3rd Time |
|---|---|---|
| 30-Day Game Usage Restriction | 365-Day Game Usage Restriction | Permanent Game Usage Restriction |
6.2.6 Gambling or Fraud
6.2.6.1 Causing disorder in the game by conducting illegal gambling or equivalent acts within the game
6.2.6.2 Leading others to participate in illegal gambling or equivalent acts
6.2.6.3 Engaging in any related activities such as promoting, supporting, assisting, or participating in illegal gambling or equivalent acts within the game
6.2.6.4 Encouraging gambling or attempting to do so (including using mobile/personal/internet broadcasts to encourage gambling)
6.2.6.5 Gaining profit through fraudulent acts in the game
6.2.6.6 Using a character name that can be confused with a specific character to commit fraud
6.2.6.7 Committing fraud with the deliberate intention of unfairly obtaining game items/game money
6.2.6.8 Various forms of fraud are confirmed in which unfair profit (currency/items) is obtained by agreeing to trade in the game and then not following through
| 1st Time | 2nd Time | 3rd Time | 4th Time |
|---|---|---|---|
| 7-Day Game Usage Restriction | 30-Day Game Usage Restriction | 90-Day Game Usage Restriction | 365-Day Game Usage Restriction |
6.2.7 Cash Transactions (Retrievable currency: if 100% of the game currency obtained through cash transactions can be retrieved)
6.2.7.1 Trading or attempting to trade accounts, in-game currency (paid currency/game money/items, etc.) for the purpose of cash profit, or engaging in similar acts
6.2.7.2 Trading or attempting to trade in-game content (auction house) for the purpose of cash/goods transactions, or engaging in similar acts
6.2.7.3 Trading or attempting to trade accounts, in-game currency (paid currency/game money/items, etc.) in ways not supported by the game system for accounts or in-game currency (paid currency/game money/items, etc.) of another game, or engaging in similar acts
6.2.7.4 Directly assisting cash transactions such as item transfers or attempting such acts
6.2.7.5 If it is determined that the chat/board in the game implies or has a similar intent to attempt a cash transaction
6.2.7.6 Chatting and advertising for the purpose of trading cash, real goods (gift certificates, event coupons, etc.), or similar acts
| 1st Time | 2nd Time | 3rd Time | 4th Time |
|---|---|---|---|
| 3-Day Game Usage Restriction | 7-Day Game Usage Restriction | 15-Day Game Usage Restriction | 30-Day Game Usage Restriction |
6.2.8 Cash Transactions (Non-retrievable currency: if 100% of the game currency obtained through cash transactions cannot be retrieved)
6.2.8.1 Trading or engaging in similar acts for the purpose of cash profit by trading accounts, in-game currency (paid currency/game money/items, etc.)
6.2.8.2 Trading or engaging in similar acts for the purpose of cash/goods transactions through in-game content (auction house)
6.2.8.3 Trading or engaging in similar acts of accounts, in-game currency (paid currency/game money/items, etc.) for accounts or in-game currency (paid currency/game money/items, etc.) of another game, in ways not supported by the game system
6.2.8.4 Directly assisting cash transactions such as item transfers
| 1st Time | 2nd Time | 3rd Time | 4th Time |
|---|---|---|---|
| 3-Day Game Usage Restriction | 7-Day Game Usage Restriction | 30-Day Game Usage Restriction | 60-Day Game Usage Restriction |
6.2.9 Promotion and Advertising
6.2.9.1 Using conversation or other allowed communication methods to promote or advertise commercial interests unrelated to the company for personal gain
6.2.9.2 Promoting or advertising information harmful to game users
6.2.9.3 Promoting or advertising with the intent of encouraging violations of the operational policy
6.2.9.4 Promoting or advertising to lure users to external channels such as SNS, internet broadcasts, external sites, or messengers
6.2.9.5 Using chat or advertising with the purpose of trading cash, real goods (gift certificates, event coupons, etc.), accounts, or in-game currency (paid currency/game money/items, etc.), or committing similar acts
6.2.9.6 Posting commercial advertisements
6.2.9.7 Promoting or advertising content unrelated to the game
| 1st Time | 2nd Time | 3rd Time | 4th Time |
|---|---|---|---|
| 3-Day Game Usage Restriction | 7-Day Game Usage Restriction | 30-Day Game Usage Restriction | 80-Day Game Usage Restriction |
6.2.10 Proxy Play
6.2.10.1 Gaining unfair advantages or harming others’ gameplay by having someone else play or utilize in-game content (e.g., PvP) on your character’s behalf
6.2.10.2 Causing the above effects by proxy playing or leveling up another person’s character
| 1st Time | 2nd Time |
|---|---|
| 30-Day Game Usage Restriction | Permanent Game Usage Restriction |
6.3 Abuse of All Processes Related to the Company and the Open Market Store
6.3.1 When Unfair Profit Is Obtained
| 1st Time |
|---|
| Permanent Game Usage Restriction until the Unfair Profit Can Be Retrieved |
6.3.2 When Abuse Is Repeated or the Method of Abuse Is Disseminated/Distributed
| 1st Time |
|---|
| Permanent Game Usage Restriction |
※ If an objection (explanation) is not filed within two months from the start date of the usage restriction, data retention regarding the basis of the restriction may expire, and confirmation or guidance may not be possible.
※ If a violation of the above operational policy is detected, certain game content such as the trading system or store may be restricted during the investigation or explanation process.
※ If an individual or group exploits the company’s and open market store’s processes for commercial purposes, legal action may be taken.
6.4 Abnormal Gameplay Activities
6.4.1 Use of Unauthorized Programs
6.4.1.1 Using any software or hardware device not provided or approved by the company, such as speed hacks, memory hacks, multi-loaders, macro programs, hacking programs, VPN connection programs, etc.
6.4.1.2 Maliciously using applications or programs not provided by the company, thereby harming the game environment
6.4.1.3 Modifying or attempting to hack the game application to cause confusion in the game or gain profit
6.4.1.4 Generating network instability or harming the gaming environment by abnormally registering/joining/accessing/using via a tampered/altered game application
6.4.1.5 Gaining unfair advantages or engaging in commercial activity by using unauthorized programs with individual or multiple IDs or in an organized/collective manner
6.4.1.6 Using programs that alter/damage/falsify game data or programs, thereby infringing the company’s program copyrights
6.4.1.7 If, through system log analysis, it is clearly determined that unauthorized program usage or attempts have been made
6.4.1.8 Using any unauthorized program other than the officially provided game application
6.4.1.9 Repeated abnormal play patterns similar to unauthorized program use, or acts deemed attempts to use such programs
| 1st Time |
|---|
| Permanent Game Usage Restriction |
6.4.2 Creation·Distribution·Sale·Sharing·Promotion of Unauthorized Programs
6.4.2.1 Creating/selling or promoting unauthorized game-related programs not provided by the company
6.4.2.2 Sharing/distributing such unauthorized programs even if not for profit
6.4.2.3 Tampering with/illegally sharing the game application provided by the company or distributing methods for hacking it
6.4.2.4 Distributing/promoting unauthorized programs and their usage to specific individuals or to an unspecified multitude
| 1st Time |
|---|
| Permanent Game Usage Restriction |
6.4.3 Detected by Security System
Security system analysis determines use of unauthorized programs or abnormal play patterns (bot-farming)
| 1st Time |
|---|
| Permanent Game Usage Restriction |
6.4.4 Exploitation of Game Errors (Retrievable: If 100% of profit gained can be retrieved in each situation)
6.4.4.1 Gaining unfair advantages by using abnormal in-game systems
6.4.4.2 Obtaining unfair profit (paid/free currency, experience, items, etc.) through abnormal methods
| 1st Time | 2nd Time | 3rd Time | 4th Time |
|---|---|---|---|
| 10-Day Game Usage Restriction and Retrieval and Deduction of Unfair Profit (paid/free currency, experience, items, etc.) | 30-Day Game Usage Restriction and Retrieval and Deduction of Unfair Profit (paid/free currency, experience, items, etc.) | 100-Day Game Usage Restriction and Retrieval and Deduction of Unfair Profit (paid/free currency, experience, items, etc.) | Permanent Game Usage Restriction and Retrieval and Deduction of Unfair Profit (paid/free currency, experience, items, etc.) |
6.4.5 Exploitation of Game Errors (Non-retrievable: If 100% of profit gained cannot be retrieved in each situation)
6.4.5.1 Gaining unfair advantages by using abnormal in-game systems
6.4.5.2 Obtaining unfair profit (paid/free currency, experience, items, etc.) through abnormal methods
| 1st Time | 2nd Time | 3rd Time | 4th Time |
|---|---|---|---|
| 100-Day Game Usage Restriction | 365-Day Game Usage Restriction | 3-Year Game Usage Restriction | Permanent Game Usage Restriction |
6.4.6 Exploitation of Game Errors
6.4.6.1 Gaining illegal (unfair) profit by exploiting abnormal in-game systems
6.4.6.2 Continuously obtaining unfair profit (paid/free currency, experience, items, etc.) through abnormal methods
6.4.6.3 Continuing to exploit such errors even after the GM has officially notified it via announcements on the official café or in the game
6.4.6.4 Knowing about problems caused by system exploitation and ignoring them, or aiding an acquaintance in exploiting the system
6.4.6.5 Other cases of obtaining unfair profit or disrupting game balance by exploiting in-game systems (bugs)
| 1st Time | 2nd Time | 3rd Time |
|---|---|---|
| 365-Day Game Usage Restriction and Retrieval and Deduction of Unfair Profit (paid/free currency, experience, items, etc.) | 3-Year Game Usage Restriction and Retrieval and Deduction of Unfair Profit (paid/free currency, experience, items, etc.) | Permanent Game Usage Restriction and Retrieval and Deduction of Unfair Profit (paid/free currency, experience, items, etc.) |
6.4.7 Detection of Abnormal Records (Retrievable: If 100% of profit gained can be retrieved in each situation)
6.4.7.1 If you intentionally commit abuse with other game customers
6.4.7.2 If you engage in abnormal play (abuse) by manipulating outcomes through illegal methods to obtain corresponding experience and items
| 1st Time | 2nd Time |
|---|---|
| 365-Day Game Usage Restriction and Retrieval and Deduction of Unfair Profit if Related (e.g., transactions) | Permanent Game Usage Restriction and Retrieval and Deduction of Unfair Profit if Related (e.g., transactions) |
6.4.8 Detection of Abnormal Records (Non-retrievable: If 100% of profit gained cannot be retrieved in each situation)
6.4.8.1 If you intentionally commit abuse with other game customersbr> 6.4.8.2 If you engage in abnormal play (abuse) by manipulating outcomes through illegal methods to obtain corresponding experience and items
| 1st Time |
|---|
| Permanent Game Usage Restriction |
6.4.9 Dissemination/Distribution of Game Errors or Abnormal Play
6.4.9.1 Leaking or promoting the methods and content of abnormal play (abuse) or errors to a specific individual or an unspecified multitude
| 1st Time | 2nd Time |
|---|---|
| 3-Year Game Usage Restriction and Retrieval and Deduction of Unfair Profit if Related (e.g., transactions) | Permanent Game Usage Restriction and Retrieval and Deduction of Unfair Profit if Related (e.g., transactions) |
6.4.10 Multiple Accounts and Organized/Collective Abnormal Play Patterns (Creation/Access/Play in Bot-Farm Style, etc.)
6.4.10.1 Creating many characters with similar patterns (continuous/similar or meaningless combinations of names, same job class, etc.) and using them in an organized/collective manner to negatively affect the game environment or specific content
6.4.10.2 If multiple accounts (characters) connect or attempt to connect via the same or similar network with the intent of abnormal behavior
6.4.10.3 If multiple accounts (characters) abnormally obtain items in the same or similar pattern in an organized/collective manner
6.4.10.4 If multiple accounts (characters) are created in the same or similar network and play in abnormal ways, moving/trading large amounts of currency obtained to negatively impact the game economy
6.4.10.5 If multiple accounts (characters) connect and disconnect in the same or similar network, causing anomalies that may impair other customers’ gaming environment
6.4.10.6 If a large number of abnormal sign-ups or connection attempts at a specific time or place cause network instability and may impair other customers’ gaming environment
| 1st Time |
|---|
| Permanent Game Usage Restriction |
6.4.11 Abnormal Play Patterns Using the In-Game Trading System
6.4.11.1 Actions by multiple accounts (characters) in an organized/collective manner to acquire/trade/move in-game currency, potentially harming the game economy, or if related (transactions, etc.)
6.4.11.2 Actions in the same device or similar connection environment in an organized/collective manner to acquire/trade/move in-game currency, potentially harming the game economy, or if related (transactions, etc.)
6.4.11.3 Actions by multiple accounts (characters) using unauthorized programs in an organized/collective manner to acquire/trade/move in-game currency, or if related (transactions, etc.)
6.4.11.4 Registering multiple items in the trading system to influence market prices for unfair profit, or if related (transactions, etc.)
6.4.11.5 Using unauthorized programs to trade (register) items not eligible for trading in the system, or if related (transactions, etc.)
6.4.11.6 Obtaining/trading/moving currency through abnormal play, or if related
| 1st Time |
|---|
| Permanent Game Usage Restriction |
6.4.12 Obtaining Unfair Profit by Operating Multiple Accounts
6.4.12.1 If it is determined to be for the purpose of obtaining unfair profit through operating multiple accounts (e.g., creating and playing multiple accounts with similar/identical patterns, repeatedly obtaining or using currency, items with multiple accounts, or transferring/providing benefits to a specific account, etc.)
| 1st Time | 2nd Time |
|---|---|
| 60-Day Game Usage Restriction and Retrieval and Deduction of Unfair Profit if Related (e.g., transactions) | 365-Day Game Usage Restriction and Retrieval and Deduction of Unfair Profit if Related (e.g., transactions) |
6.4.13 Use of PC App Players
6.4.13.1 Accessing/playing the game using PC app players other than the officially provided PC version
| 1st Time | 2nd Time | 3rd Time |
|---|---|---|
| 7-Day Game Usage Restriction | 15-Day Game Usage Restriction | 30-Day Game Usage Restriction |
※ Even if not specified above, if any usage history or gameplay behavior is confirmed to affect the game environment, service usage may be restricted.
※ Depending on the severity of each violation, legal action may be taken alongside the measures to protect customers and the game service.
※ If an association with an account subject to measures under each violation item is confirmed, the same level of game usage restriction may be applied to the related account.
※ To minimize the spread of the same damage, devices or networks accessed by accounts subject to these measures or suspected of unauthorized use may also be blocked in accordance with this operational policy.
※ The games provided by the company are optimized for mobile devices, and the company cannot provide assistance for any damages or disadvantages that may occur from playing in other environments or using programs not provided by the company.
6.5 Acts of Information Theft and Leakage
6.5.1 Account Theft
6.5.1.1 Causing damage by stealing another person’s account/guild, etc.
6.5.1.2 Obtaining profit by stealing another person’s personal or payment information
6.5.1.3 Being involved in or related to account/guild theft, etc.
6.5.1.4 Stealing or forging identity verification documents or other documents
| 1st Time |
|---|
| Permanent Game Usage Restriction |
6.5.2 Data Tampering/Hacking
6.5.2.1 Hacking the server, modifying/altering game-related data or attempting to do so
6.5.2.2 Tampering with or modifying communications between the server and client
6.5.2.3 Extracting game client files and using or leaking various data without authorization
| 1st Time |
|---|
| Permanent Game Usage Restriction |
6.5.3 Personal Information Leakage
6.5.3.1 Leaking another person’s personal/payment information, etc.
| 1st Time | 2nd Time |
|---|---|
| 365-Day Game Usage Restriction | Permanent Game Usage Restriction |
6.5.3.2 Requesting another person’s personal/payment information, etc.
| 1st Time | 2nd Time |
|---|---|
| 30-Day Game Usage Restriction | Permanent Game Usage Restriction |
6.5.4 False Reports
6.5.4.1 Falsely reporting or being involved in reports of account theft/personal information leakage (request), etc.
| 1st Time | 2nd Time |
|---|---|
| 30-Day Game Usage Restriction | Permanent Game Usage Restriction |
※ Even if not specified above, if any usage history or gameplay behavior is confirmed to affect the game environment, service usage may be restricted.
7.Recovery Policy
7.1 General Restoration Policy
7.1.1 If the customer’s account, items, or content, etc. are lost during gameplay, it must be reported to the company through the customer center, etc. within 7 days from the date the problem occurred. After this period, it may be difficult to provide assistance.
Inquiries must be submitted directly from the account that experienced the issue, and proxy inquiries from other accounts will not be recognized.
7.1.2 If in-game content is lost due to a cause attributable to the company, the GM will make every effort to restore it.
7.1.3 Restoration of game data proceeds after objective data have been secured through game logs.
If the content reported by the customer as lost does not exist in the game or cannot be confirmed through objective data (such as logs), restoration is not possible.
7.1.4 Damage that does not result from technical errors of the game service, or losses caused by the customer’s negligence or deliberate actions, cannot be restored. Furthermore, if the account or character information cannot be verified, including the following cases, restoration cannot be provided for any damages.
7.1.4.1 Damage caused by the customer’s environment or by a network environment in which the company has no intention or gross negligence
7.1.4.2 Damage resulting from failing to understand information provided via the operational policy, official website announcements, or in-game notices
7.1.4.4 If an issue occurs with the account due to the victim customer’s carelessness or lack of management
7.1.4.4 If no objective data based on the player’s game records can be obtained regarding the service provider’s negligence
7.2 In-Game Currency Restoration Policy
7.2.1 Damages to currency/items/experience, etc. caused by the customer’s own intentional or negligent acts cannot be restored.
7.2.2 Damages incurred due to failure to accurately check transaction details (amount/quantity/item information/attributes, etc.) when using the auction house cannot be restored.
7.2.3 The following items, which have been used(consumed)/expired under normal system operation, cannot have their usage canceled or be restored.
7.2.3.1 Currency donated to a guild and any losses incurred upon guild disbandment
7.2.3.2 All mail rewards not received because the mailbox retention period expired
7.2.3.3 Consumable items and currency used in the forge
7.2.3.4 Items used as materials in the in-game synthesis system
7.2.3.5 If equipment was purchased/crafted without confirming usage requirements such as class/gender, etc.
7.2.3.6 Items/currency normally consumed due to the customer’s personal play environment (network) rather than a server issue while using content
7.2.3.7 Currency used to purchase an item without checking the item’s detailed information
7.2.3.8 Items normally dismantled through the dismantling system
7.2.3.9 Items normally sold to an NPC
7.2.3.10 Items and currency consumed as materials when crafting items
7.2.3.11 All characters and currency held in the account at the time of game/member withdrawal
7.2.3.12 Any fees applied when selling items at the auction house
7.2.3.13 Items, currency, etc. belonging to a character after deletion is completed
7.2.3.14 All other currency (Cera, Tera, Gold, etc.) and items normally consumed within content
8..Dormant Account Policy
8.1 The company may delete the relevant account or character if all of the following conditions are met in order to prevent the customer’s account or character from being used for unfair purposes and to provide smoother service.
8.1.1 Accounts or characters of customers who have not logged in for 12 months or more
8.1.2 If no paid items or paid items with remaining usage periods exist on the account or character described in clause 8.1.1
8.2 If classified as dormant, all information of the account or character will be deleted after a one-week notification period via email or announcement and will not be recoverable. During the notification period, the customer can cancel the dormant status by accessing the game, etc.
9..Policies for protecting children and youth
Children and adolescents The following applies to prevent damage to personal information within this game and to ensure rights such as the right to correction and deletion of personal information.
9.1 Children and adolescents are subject to the standards defined in the Juvenile Protection Act.
9.2 Personal information includes not only information that can identify an individual by itself but also information that can identify an individual when combined with other information. Child/adolescent customers must be careful not to expose their personal information—such as mobile phone numbers, addresses, names, SNS information, photos, videos, school, residence, resident registration numbers, etc.—to others.
9.3 Policy for Protecting Children/Adolescents’ Personal Information
9.3.1 During childhood or adolescence, you or a third party may request the deletion of personal information such as a registered mobile phone number, address, name, images, videos, etc.
9.3.2 Data corresponding to a child’s/adolescent’s personal information, such as mobile phone number, address, name, images, videos, etc., may be deleted or hidden without notice upon request by the individual or a third party.
9.3.3 If you obtain or attempt to obtain a child’s/adolescent’s personal information, your service usage may be restricted.
9.3.4 If you steal or distribute a child’s/adolescent’s personal information, your service usage may be immediately restricted upon detection, and depending on the investigation results, measures such as permanent game usage restriction or referral to investigative agencies may be taken.
9.4 Policy for Protecting the Rights of Children/Adolescents
9.4.1 If you use obscene or unethical conduct, abusive or disparaging language toward children/adolescents, your service usage may be restricted.
9.4.2 If you attempt to establish an emotional relationship with a child/adolescent within the service for sexual contact purposes, or if you attempt or arrange meetings with a child/adolescent outside the service, access may be restricted immediately. Depending on investigation results, measures such as permanent game usage restriction or referral to investigative agencies may occur.
9.4.3 If you directly mention sexual content to children/adolescents or imply or mention sexual content in a way that causes sexual humiliation, your access may be restricted immediately upon detection, and depending on investigation results, measures such as permanent game usage restriction or referral to investigative agencies may occur.
10.Policy to protect human rights of service personnel
Service representatives are members of a company that works to help customers and are also individuals who must be protected. Personal protection of service representatives is a measure for all customers who will use the service. The company seeks to ensure and actively protect the humane treatment of all executives and employees. Accordingly, if the human rights of the service representative are violated and the operation of the game is disrupted, warnings, suspension of consultation, and restrictions on game use may be applied.
10.1 The following acts interfere with game operations by infringing on the rights of service staff.
10.1.1 Submitting 1:1 inquiries, phone consultations, or in-person consultations containing abusive language, sexual harassment, content that induces a sense of shame, infringement of personal dignity, or threatening expressions
10.1.2 Submitting 1:1 inquiries, phone consultations, or in-person consultations that contain only abusive language, sexual harassment, content that induces a sense of shame, infringement of personal dignity, or threatening expressions unrelated to the game
10.1.3 Continuing abusive language, sexual harassment, content that induces a sense of shame, or threatening inquiries through 1:1 inquiries, phone consultations, or in-person consultations, thereby disrupting these services
10.1.4 Other direct or indirect statements or behaviors that may cause severe mental harm, thereby disrupting 1:1 inquiries, phone consultations, or in-person consultations
10.2 If the rights of service staff are infringed through 1:1 inquiries, phone consultations, or in-person consultations, measures may be taken according to the operational policy as follows.
| 1st Time | 2nd Time | 3rd Time |
|---|---|---|
| Warning and Suspension of Consultation | 3-Day Game Usage Restriction | 7-Day Game Usage Restriction |
※ Consultation will resume if 1:1 inquiries, phone consultations, or in-person consultations are conducted without including any operational policy violations.
※ Even after the 3rd penalty of a game restriction, if abusive language, sexual harassment, infringement of personal dignity, or threatening expressions continue, 7-day game restrictions may be repeatedly applied. The total accumulated penalty days can be up to 30 days.
※ If it is determined that the infringement on the service staff’s rights is severe, as in the following examples, game usage may be restricted without prior warning.
Abuse, insults, or threats using the service staff’s appearance or specific body parts
Demanding a private meeting with the service staff or making obscene jokes
Using sexual expressions, abuse, or threats directed at or involving the service staff’s family members
Showing pictures or images that may cause the service staff sexual humiliation
Any other language or behavior that may cause the service staff sexual disgust or shame
※ If abusive language, sexual harassment, or infringement of personal dignity occurs on multiple accounts accessed from the same IP or device information, it may be treated as the act of the same person, and appropriate measures may be taken.
11.Subscription withdrawal (payment cancellation) policy
11.1 Instructions for Withdrawal of Subscription (Payment Cancellation)
Products purchased with cash can be withdrawn from the subscription if they are unused and within 7 days from the date of purchase. This is in accordance with the “Nexon Integrated Service Terms of Use” and the “Act on Consumer Protection in Electronic Commerce, etc.”
However, in the following cases, they are not subject to withdrawal of subscription:
Items purchased with non-cash currency cannot be withdrawn from the subscription regardless of whether they have been used
If a product/item provided to an account or character has already been obtained, withdrawal of subscription is not possible
If an item was obtained from a payment-related event (e.g., first recharge gift, etc.), withdrawal of subscription is not possible
If an item purchased with cash is used immediately upon purchase, withdrawal of subscription is not possible
Withdrawal of subscription (payment cancellation) is processed according to the refund policies of the company or each application store.
When requesting withdrawal of subscription (payment cancellation), the process proceeds after verifying the company’s purchase history and the purchase details from the store or in-game shop.
In this process, the company may request additional payment-related information and other supporting documents to accurately confirm the reason for withdrawal of subscription (payment cancellation).
11.2 Instructions for Payment Cancellation for Minors
If a minor has made a payment without the consent of their legal representative, the minor or the legal representative may cancel the payment.
However, cancellation may be restricted if the minor’s paid service purchase falls within the scope of property allowed to be disposed of by the legal representative or if the minor’s report is found to be falsely submitted.
Whether the purchaser of the paid service is a minor is determined based on records such as the device or payment method ownership, and proof of being a minor and/or a legal representative may be requested.