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Operational Policy
2019-08-11

Operational Policy

  1. General Principle

- Definition of Operational Policy

  • This operational policy contains Pearl Abyss’ operational standard of its service and the penalties for violation of the Terms and Conditions of Service (hereinafter referred to as "Restriction"), objection process to the restrictions, and the policy on recovery that should be known by the members (someone who agrees to the company’s Terms and Conditions of Service and hereinafter referred to as "members") playing the online game (hereinafter referred to as "game") provided by Pearl Abyss (hereinafter referred to as "the company") as members uses the service.
  • In accordance with Article 14 clause 2 of the Terms and Conditions of Service, the member shall be obliged to comply with all the provisions of this Operational Policy, and if the Member is in breach of this Operational Policy, he shall be deemed to have breached the Company’s Terms and Conditions of Service. In which case, the member can be subject to restrictions in accordance with the Operational Policies and Terms and Conditions of Service.
  • Any matters not mentioned in this Operational Policy shall be governed by the Company's Terms and Conditions of Service, and any matters other than that shall be applied and interpreted according to the relevant laws, rules and regulation of the country concerned and general social norms.
  • This operational policy is applicable to the Black Desert game service.

 

- Changes and Announcement of Operational Policy

  • The company can revise the operational policy to provide better service and notify the revised contents in a way that the member can easily know (through notice on the website, email, etc.)
  • Members are advised to check the notice and e-mail contents for any changes in the operational policy. By clicking on the “OK” button to the notice sent to the members, it is hereby understood that the member has carefully read and fully understood the contents thereof. Thus, the company shall not be held responsible for any loss or damage suffered by the member or third parties caused by misapprehension of the operational policy or any changes thereto.

 

- Definition of GM, Role and Responsibility

  • GM stands for "Game Master." GM shall be in-charge of member’s inquiries and requests which are subject to the procedures and methods set forth in the Black Desert Operational Policy.
  • GM as far as practicable, shall address and respond immediately to service situations to ensure stable service of the Black Desert.
  • GM shall not engage in disputes between members. However, if the content of the dispute among the members is judged to be a serious matter related to game operation (such as destruction of game order, actual law, violation of public order, etc.), appropriate measures can be taken according to this operational policy.
  • GM are strictly prohibited from offering benefits to specific members and from providing information about upcoming Black Desert services, including updates and events unless a notice has been announced publicly.
  • GM shall not ask for or change/disclose member's personal information within the game. However, when requested to provide personal information through a legitimate procedure by a government agency or a judicial authority etc., the company may provide personal information to the agency concerned.

 

- Membership Rights and Obligations

  • Members should be aware of this operational policy, and the company is not obliged to provide assistance in case of problems or damages caused by the member’s failure to observe the operational policy.
  • When registering, you must provide accurate information. If you enter false and/or inaccurate information or steal information from others, you may be restricted from using the service. In addition, the member shall not be entitled to protection of rights regarding his account information. Ownership of game contents, such as characters and items in game, is owned by the company. Members can inquire about problems through Customer Support while using the game and get guidance on how to solve it.
  • Members must report any problems such as bugs found during service use or errors or flaws etc. in the game system to the company and must not let other members know the problems or use the problems for illegal purposes. Even after problems such as bugs and system errors occurred but a member does not report them to the company and takes advantage of the problems for the purpose of gaining benefits, it is deemed that the member has caused damages to other members. As such, members may be restricted from using the service in accordance with the Terms and Conditions of Service and Operational Policy.
  • Members shall be restricted from using the service for circulating and disseminating false information which may confuse other members.
  • Members shall be restricted to a service use if the members violate any of the regulations specified in [8. Restrictions].
  • For the members under penalty of restriction of service use, the company shall not be held liable for the members’ loss from contents that require continuous management.
  • Because many members are playing the game at the same time, you must respect the rights of other members.
  • Members are liable for the protection and management their account information. The company is not liable for any damages cause by any 3rd party that was made possible by the member being careless with their account information.
  • Members are liable to answer company employees (GM) when they are asked questions in the game when the GMs are investigating and monitoring members for illegal program or macro.

 

  1. Policy on Recovery Support
  • If a member's item or character is lost or the data are changed due to a technological error of the company, and if the contents of the error are clearly confirmed by the in-game record, recovery will be given to the extent that it does not disturb the game balance
  • The character and item data of the member can be modified, changed, or deleted at any time according to game planning or operational judgment, and the recovery will not be given in such cases.
  • In principle, losses that occur due to member’s failure to understand the contents of game system, operational policy, notices in the game, and notices on the website or due to negligence on the member’s part are not the subjects of recovery except for the damages enumerated under Paragraph 3 hereof on Recovery Support Criteria Table. The recovery will be processed based on the stored data and any loss that does not have history cannot be recovered.
  • Request for recovery shall be made within fifteen (15) days from date of loss through our Customer Support on the website. For the affiliated services, recovery support services that require verification of the member’s membership information shall be subject to limitations.

 

  1. Recovery Support Criteria Table

 

  • The recovery for the losses incurred during the gameplay due to the member's fault or system error is subject to the Recovery Support Criteria Table below. For cases not listed below, the general principles of recovery will determine whether or not a recovery is possible

 

Recovery Support Criteria Table

Category

Details and Specifics

Recovery

Status

Notes

Accounts

Deleted Accounts

X

  • If the 15 day wait-period ended and the account deletion was completed, then recovery is not possible as the personal information was deleted.

Character

Characters that were accidentally or mistakenly deleted.

O

- The opportunity is limited to 2 time per year for each account

  • The deleted character is recovered with its character data stored at the time of deletion
  • If the same character name exists, the name of the character to be recovered is arbitrarily changed before the character is recovered.
  • If the member has no more character slots, the recovery is not possible.
  • characters below level 10 cannot be recovered

Mounts

Mounts (Donkeys, Horses, Elephants, Camels, Wagons, Ships, Guild Mounts, etc.)

O

  • The opportunity is limited to 2 time a year for each account.
  • Able to recover if mount has been sold to NPC or Imperial Horse Delivery.
  • All items and goods obtained from selling the mount will be retrieved.
  • Unable to restore mounts in the case of breeding, exchange, or sold on Horse Market.
  • The recovered mount’s status may slightly differ from its status when it was sold.

Quest

Choose the wrong item after completing the quest.

X

 

Events and

Achievements

Choose the wrong elective rewards for events and achievements.

X

 

Fairies

Items used to change Fairies (All changes including but not limited to Release, Sprouting, Rebirth, etc.)

X

 

Item

The items (including character experience) lost due to the character’s death.

X

 

Purchase items mistakenly at an NPC store.

O

  • The opportunity is limited to 1 time per month for each account.
  • Items that are not opened/used/equipped.
  • Not recoverable in case that the member purchased.
  • Items purchased from the Marketplace or the Central Market cannot be recovered.

Items that were sold mistakenly to NPC stores.

O

  • The opportunity is limited to 2 times per month for each account.
  • Items that are not opened/used/equipped.
  • Not recoverable in case that the member purchased.
  • Items purchased from the Marketplace or the Central Market cannot be recovered.

Items that were accidentally deleted.

O

- The opportunity is limited to 2 times per year for each character

  • Exceptions: paid contents are recovered according to the record at the time of deletion.
  • Periodic items that have limited period of use may be difficult to recover.

Items that were lost because extraction was done by mistake.

O

  • The opportunity is limited to 1 time a year for each character.
  • It may be difficult to recover items with expiration dates.
  • Certain items may be difficult to recover to the state that is was before it was extracted.

Items that were lost because cleansing was done by mistake.

O

  • The opportunity is limited to 1 time a year for each character.
  • However, recovery can only be done if no enhancement attempts were made on the item after it was cleansed.

Mail that you deleted by mistake.

X

Note that the mails with items attached cannot be deleted.

Request to remove items that cannot be deleted by members.

O

Note that the items that you agreed to delete at the time of deletion cannot be recovered.

Items used in cooking, alchemy, and crafting

O

  • The opportunity is limited to 2 times per year for each account.
  • The items are not recoverable because they are put into the system that makes a probabilistic outcome. (“Random Number Generator”)
  • Items other than weapons, equipment, and accessories may be difficult to recover.
  • Life EXP and similar data may be difficult to recover.

Items that monsters drop at the coordinates that cannot be accessed.

X

The items dropped by monsters are not recoverable because the owner is not known.

Items of which enhancement levels decreased due to failed enhancement attempts.

X

Stone items evaporated due to the failure of enhancement are not recoverable as well.

Damages from Account Hijacking

O

  • The items transferred in abnormal manner are retrievable
  • The loyalties and pearls consumed in abnormal manner are retrievable.

(1) Retrieval

  • Retrieval means to return the item in the converted state if the item has been transferred from the member's account and has been converted through exchange/sales/purchase/consumption/enhancement etc.

The item is retrievable if 15 days have not passed since the date of receiving the report on damage

Exception: Items related to Real Money Trades are excluded from the subjects of recovery

Guild (including clan)

Items used for receiving guild quest and carrying out quest progress

X

 

Recovery of a disassembled guild (clan)

X

 

Recovery of items in guild storages (including guild craft items)

X

  • All items and silver in guild storage cannot be recovered.
  • Items and silver cannot be recovered even if the guild member lost the items and silver by mistake or intentionally.

Pearl

Shop

Wrong items purchased at the Pearl Store.

O

- The opportunity is limited to 1 time per month for each account

  • Recoverable within 15 days from date of purchase
  • Unopened/Unused/Not Equipped Items are recoverable
  • Recovery will be made to the character who made the purchase
  • For time-limited items, they will be recovered with the time remaining at the time of the recovery date

The items wrongly and mistakenly gifted to someone through Pearl Store.

O

- The opportunity is limited to 1 time per month for each account

  • 1. Recoverable within 7 days from the time the gift was received by another character
  • 2. The company will remove the item and the giver will be refunded with pearls.
  • However, not recoverable if the receiver took the item from the mail.
  • 3. Not recoverable if the receiver does not agree to the item recovery

Loyalties

Purchase wrong items on the Loyalties Tab.

O

- The opportunity is limited to 1 time per month for each account

  • Recoverable within 15 days from date of purchase
  • Unopened/Unused/Not Equipped Items are recoverable.
  • Recovery will be made to the character who made the purchase
  • For time-limited items, they will be recovered with the time remaining at the time of the recovery date

Fraud

Damages from Fraud (Cases where the intent of Fraud is clearly identified through in-game records)

O

- The opportunity is limited to 2 times per year for each account (based on the period of January 1 to December 31 of each year)

(1) Retrieval

  • Retrieval means to return the item in the converted state if the item has been transferred from the member's account and has been converted since through exchange/sales/purchase/consumption/enhancement etc.
  • If the item is used or destroyed, it cannot be recovered.

 Items lost or damaged due to the Fraud-related to Real Money Trade are not recoverable.

Recovery will not be done for items that are intentionally lost by a member, that are in violation of system settings, or are potentially exploitable within the game.

Recovery requested due to a buyer's remorse for reasons such as update or the changed item settings etc. is excluded from the subjects of recovery.

Recovery for each item is processed based on the stored data, and if the records of the loss do not exist, the loss cannot be recovered.

Limit on the number of times a recovery can be performed is by account. Members are asked to manage their accounts accordingly. Asking for recovery due to stolen information will be counted towards the limit even if the account is shared by multiple people.

Members can be restricted from the game if the members abuse the Operational Policy through item recovery and other services.

 

  1. Policy on Naming

 

  • A member should not use names that violate the operational policy when she or he creates nickname, family name, character name, and guild name that are used in the Black Desert Online website and game.:

- Names that impersonates GM or the company’s employee.

- Names that include swear words and foul language.

- Names that slander or degrade specific race, nationality, ethnicity, religion, gender, person, disability, etc.

- Names of antisocial mood

- Names of sexually explicit or obscene contents

- A name that contains content that is intended to infringe or damage the rights of 3rd violation parties, including honor, portrait rights, and personal information.

- Names that are deemed to have the intention of buying or selling an account/item in exchange for real money/actual product.

- Names that can be confusing to other members of the game, such as NPC names and items.

- Names that contain the purpose of advertising/promoting a target.

- In case you differently change the spelling of the name that the naming policy prohibits or in case you combine the prohibited name with other letters.

 

  • Names that fall into the above criteria may be changed or deleted without prior notice, and if the violation is serious or repeated, separate restrictions may be imposed in accordance with the operating policy.

 

  1. Policy on Website Operation and Posting
  • The company may suspend the website service for the purpose of regular preventive maintenance or to improve the quality of service.
  • This policy on posting is the operational policy applied to the Black Desert website bulletin board.
  • A post is a text, image, and voice or the information composed thereof such as articles, pictures, videos posted by a member as he or she uses the black desert website service such as a bulletin board, etc.
  • In order to establish a healthy community culture for everyone to use together, the company may delete or transfer a post or files without prior notice in accordance with Paragraph 6. Table of Restrictions on Inappropriate Posts.
  • For the matters not listed in the Policy on Website Posting, Terms and Conditions of Service will apply, and if the content of the Terms and Conditions of Service differs from the content of the Policy on Website Posting, the Policy on Website Posting will take precedence.

 

  1. Table of Restrictions on Inappropriate Posts
  • In the event that a member commits any of the acts described in the "Table of Restrictions on Inappropriate Posts"below, the subject posts and comments shall be deleted by the Company. Further, the erring member be subject to the restrictions on writing on the website as follows: (1-day block for 1st violation, 3-days block for the 2nd violation, 7-days block for 3rd and further violations), and a Permanent Restriction shall be imposed for the 4th violation or further.

 

Category

1st violation

2nd violation

3rd violation

4th violation

Serious Cause

Table of Restrictions on Inappropriate Posts

- The posts and comments will be deleted

-Writing block for 1day

- The posts and comments will be deleted

- Writing block for 3days

- The posts and comments will be deleted

-Writing block for 7days

- The posts and comments will be deleted

- A Permanent Restriction on writing on the website

- A Permanent Restriction on writing on the website

- A permanent block on the game service

"Posting of Inappropriate Posts" means the act of posting of any of the following subparagraphs or any words of similar import:

 

  • (1) The acts of posting any of the following posts:
    • A post that infringe on the rights (copyright, patent, etc.) of the company or 3rd violation parties
    • A post that damages the honor of the company or a 3rd violation party
    • A post containing personal information (personal identification information, location, contact, email, etc.) of the writer/other people.
    • A post that causes any sexual humiliation, disgust, displeasure or the like to other people.
    • A post intended to defame or harass others (including personal attack and rumors)
    • A commercial post intended for profit (prize giveaway event, product advertisement, website promotion)
    • A post that contains malicious codes or causes system failure
    • A post that has a strong ideological/religious tone.
    • A post that gives guidance to or advertises illegal programs, private servers, etc.
    • A post that maliciously disseminate false information about certain individuals and the company.
    • A post that confuses the company and others by disseminating unclear content, or that directly or indirectly causes damage.
    • A post that degrades or discriminates race, sex, or a specific region.
    • A post that promotes or degrades certain religion or ideology.
    • A post that is related to Real Money Trades or item transactions.
    • A post that is related to the act of sharing, lending and trading account information with others
    • A post that impersonates other people including Game Master, bulletin board administrator, and the company's employee
    • A post that encourages violence, delinquency, and gambling spirit
    • A post that is related to violation of Terms and Conditions of Service
    • A post that is irrelevant to the nature of the bulletin board or disturbs the community
    • Other posts that are prohibited by Terms and Conditions of Service, policies of each bulletin board, and related laws and regulations.

 

  • An act of interrupting the operation of the bulletin board by registering a large number of posts in a short time or repetitively posting the same contents.
  • If an inappropriate post is found, the company will block the post registrant in accordance with this provision and the post itself can be deleted, transferred or blocked from being read by the person who wrote the post as well as the reply commenter.
  • In the event of serious misconduct, such as but not limited to causing severe damages to the company or to other members, or violation of related laws, the company can dispense with the scale of penalty on restrictions on writing and block permanently the erring member on website service or on Black Desert game service immediately.

 

  1. Policy on Use Restrictions

 

- Restrictions and Reporting Process

  • The restrictions and reporting process for the violation of the Terms and Conditions of Service and Operational Policy are as follows.
  • A violation of terms/policy occurs → (make reporting) → Game Master investigates → (send prior notification) → impose restrictions →make objections → Notify the result of objection
  • Whenever possible, reports regarding "Fraud," "Swear Words," and "Account Hijacking" should be made within 15 days from occurrence or discovery thereof, whichever is earlier.
  • The company shall make efforts to respond to you regarding the processing progress within 48 hours after the company receive your report. However, if it takes time to identify the facts, the response time may take up to 15 days.
  • The company will notify the member of the details of the restrictions, the reason for the restrictions, etc. through e-mail and client messages etc. at the time of imposing restrictions. However, for the matters related to some acts that are specified separately in the Terms and Conditions of Service, the company may notify later.

 

- How to make reporting/inquiries and objections

  • Customer Support: Through [Customer Support] on the website, a member can make inquiries/requests/suggestions related to the account including game service and object against imposed restrictions.
  • Possible result of objections: If the objection made by a member is deemed reasonable, the company will immediately withdraw the restrictions imposed on the member and make adjustments and recoveries on the adjusted items etc.

 

- Types and Criteria of Restrictions

The types of restrictions are as follows:

Temporary restrictions on access to the game functions and forced changing of names (hereinafter referred to as "Warning"): These includes temporary restrictions on access to the game, banning chatting, restrictions on in-game actions, forcibly changing names of character/family/guild etc., deleting an image, Game Master's warning/suggestion etc.

- Temporary restrictions on access to the game may also be placed by the Company in order to urgently check on the bugs as well as the damages or harmful effects, it may have caused. A notification shall be issued once the temporary restriction have been lifted.

Restrictions on the use period of the game (hereinafter referred to as "Period(dates)Block"): It is a restriction that restricts the use of all services related to the game (such as game accounts, bulletin boards, etc.) for a certain period of time.

Permanent restrictions on using the game (hereinafter referred to as "Permanent Restriction"): This is a restriction that completely disqualifies a member's account by permanently restricting the use of all services related to the game (for example, game accounts, bulletin boards, etc.)

Retrieval: It is a restriction where the company deletes the game data or changes the quantity/quality of the game data (all data that can be acquired in the game system and that are 'numerically quantifiable' such as experience points, contribution points, etc.) and items etc. that are acquired by a character and family etc. through illegitimate means such as but not limited to the violation of the Terms and Conditions of Service or the Operational Policy.

Punitive retrieval: It is the restriction where the company deletes the game data or changes the quantity/quality of the game data (all data that can be acquired in the game system and that are 'numerically quantifiable' such as experience points, contribution points, etc.) and items etc. that are acquired by a character and family etc. if the member's violation of the Terms and Conditions of Service or Operational Policy is determined to seriously affect the entire game economy, or if it is determined to have a negative effect on other members' use of the game.

-'Punitive retrieval' and 'Retrieval' can be imposed at the same time, and the range of the punishment can be as large as 3 times of the total amount obtained depending on the severity of the violation.

Chat block: It is the restriction that restricts the use of the in-game chatting function for a certain period of time.

 

  • The criteria for restrictions are as follows:
  • The company can impose "Retrieval" and "Punitive retrieval" at the same time when imposing "Permanent Restriction". In addition, "Retrieval" and "Punitive retrieval" can be imposed simultaneously when "Restrictions on the use of the game" or "Warning" is imposed.
  • If two or more violations of the Terms and Conditions of Service have been violated at the same time, the company can impose restrictions based on the most serious violation to each act.
  • If a 3rd violation party uses a member's account and violates the Terms and Conditions of Service and Operational Policy during the account sharing, restrictions may be imposed on the member and the account.
  • If a member acquires an item acquired by a member in violation of the Terms and Conditions of Service and Operational Policy, the company will retrieve the item and all related numerical data from the character/family. Also, the account that obtained the item and data may be subject to restrictions in accordance with the Operational Policy.

Example: If you take over an item acquired by a member in violation of Terms and Conditions of Service and Operational Policy through "Fraud", "Real Money Trade", "Bug Abuse", "Gambling", "Payment Theft", "Use of Illegal Programs" etc., the company will retrieve the item and impose restrictions on the use of the game for the account that obtained the item.

 

  1. Table of Restrictions Criteria
  • If any act listed in the "Table of Restrictions Criteria" below is committed, the member who made the act shall be held legally liable and shall be subject to strong restrictions and penalties imposed by the company. The list of violations enumerated hereunder is not exclusive and may include other offenses which constitutes violations of the Terms and Conditions of Service, related laws, and any other acts that seriously affect the balance or systems in the game.
  • Depending on the severity of the violation made by the member, Warning, Period Block, Permanent Restriction, Retrieval, Punitive Retrieval etc. shall be imposed. In addition, two or more restrictions can be imposed at the same time, depending on the violation, in which case, the company will impose restrictions based on the most serious violation.
  • Even if several members violate the same matter, the company can make judgment on which restrictions should be imposed among Warning, Period Block, Permanent Restriction, Retrieval, Punitive retrieval etc., depending on the severity of the act by the doer.
  • Other than that, if a member's act is found to be incompatible with relevant laws and regulations, the company will immediately take strong actions of restrictions and the company can ask for investigation or help to the authorities concerned and judicial authorities, and vice versa, the company will respond immediately in case there are requests from the authorities concerned and judicial authorities for cooperation.

 

Violations

Details

1st Violation

2nd Violation

3rd 

Violation

Recovery and Retrieve

Account Hijacking

"Account hijacking" refers to the followings:

(1) Any act of causing damages to the account data etc. (family, character, item, pearl, loyalties, etc.) through unauthorized access to another member's account.

For Account Hijacking, it is possible to verify and investigate only the damages related to the accounts for the Black Desert.

Permanent Restriction

 

Payment Theft and Failure to Pay

“Payment Theft” and “Failure to Pay” refers to the following:
(1) An act of making payments for service use etc. through unauthorized access to another person's payment method.
(2) An act of not paying for services within a timely manner.

Permanent Restriction

 

Identity

Theft

"Identity Theft" refers to the following: 
(1) Creating an account using the personal information of another person

Permanent Restriction

 

Account Trade

"Account Trade" refers to the following:
(1) An act of trading an account or a character in an account in relation to the matters that fall into the “Real Money Trade” category

Example) the act of buying or selling an account for the Black Desert in exchange for real money.

(2) An act of exchanging an account or a character in an account with another person's account or a character in another person's account.

Restriction (365 days)

Restriction (10 years)

 

Real Money Trade

“Real Money Trade” refers to the following:
(1) An act of trading items, game accounts, characters, etc. with real money or real goods/services or encouraging such thereof.
Example) An act of trading game money with real money
(2) An act of trading items, game accounts, characters, etc. with the items of another game or encouraging thereof.

(3) An act of trading paid content with real money/real goods.
(4) An act of trading paid content with items (including items from other games)

(Exception: The act of trading an item transferrable between characters in the game, with other items through the ways that are allowed by the game system)
(5) An act of making another person raise a character in return for real money or real goods/services or encouraging, advertising such act.
(6) In return for real money or real goods/services, the act of manipulating market prices by repeatedly trading certain items and transferring the ownership of in-game goods.


Exception: the act of trading an item transferrable between characters in the game, with other items through the way that is allowed by the game system.
Members that violate the aforementioned criteria will have 3 times the value of the items removed in silver/items and have penalties imposed.

Restriction (30 days)

Restriction (365 days)

Restriction (10 years)

O

Attempting Real Money Trade

“Attempting Real Money Trade” refers to the following:
(1) “act of attempting or advertising each case of the “Real Money Trade” category.
Example) An act of repeatedly uploading a region name, number, or phone number for no good of the game.

Example)A chat and bulletin board message that are judged to have the intention of trading paid content, paid items, an account, and a character etc. in exchange for real money/real product.
Example)An act of creating a family name and a character name that are judged to have the intention of trading paid content, paid items, an account, and a character etc. in exchange for real money/real product

Example) An act of creating a family name, a character name, and the chat contents that allude 'real money trade' related to paid content, items, an account, and a character etc.
Example) An act of trading actual product/ items/ an account/ a character through the medium of a family name and character name.

Example) An act of advertising in the game or on the Black Desert website for profit
Example) An act of advertising and selling the characters/items that cannot be traded in the in-game system.
Example) An act of attempting to manipulate the market price by repeatedly buying and selling certain items

(2) An act of attempting or advertising each case of “Account Trade" category.

(3) An act of promoting websites and others related to “Real Money Trade” or “Account Trade”.


If you start a chat for the purpose of engaging in Real Money Trade, the company may impose chat block without prior warning.

Restriction (3 days)

Restriction (15 days)

Restriction (365 days)

 

Market Price Manipulation

“Market Price Manipulation” refers to the following:
(1) An act of causing damages to other people by manipulating the Market Price of an item in the game.


Example) An act of repeatedly trading at Maximum Price in order to raise the market price of a certain item.

Example) An act of making multiples of items and trading between accounts to move silver.

Example) An act of trading items that are more expensive on the market than the NPC vendors to move silver.

Example) An act of trading items at high enhancement levels that are rarely traded between accounts to move silver.

Example) An act of selling/buying certain items between accounts repeatedly on the market to exchange currency.

(2) An act including all aforementioned examples, moving currency through the abnormal use of the market.
(3) An act of promoting or helping the acts of (1), (2).


Members that violate the aforementioned criteria will have 3 times the value of the items removed in silver/items and have penalties imposed.

Members that violate the aforementioned criteria may have penalties for 2nd/3rd violation imposed on the members for the 1st violation depending on the depending on the severity of the issue, the amount of damage caused to other members or member.

Restriction (365 days)

Restriction (10 years)

O

Gambling

“Gambling” refers to the following:

(1) An act of causing damages to other participants and causing benefits to a certain person in his or her asset and property through an accidental result from betting an item etc.


(2) An act of helping or advertising the progress of (1) above.


Members that violate the aforementioned criteria will have 3 times the value of the items removed in silver/items and have penalties imposed.

Restriction (30 days)

Restriction (365 days)

Restriction (10 years)

O

Fraud

“Fraud” refers to the following:

(1) An act of gaining unfair advantages in the game by cheating other members.

Example) An act of taking unfair advantages by impersonating an acquaintance of the victims such as guild members, etc.
Example) An act of manipulating market prices and gaining profits by repeatedly distributing false patch information.
Example) An act of receiving paid content and items from other members after deceiving them that you would give them an item.


In the case of "Fraud" that impersonates a Game Master or the company’s employee, the company may immediately impose the "Permanent Block".

Members that violate the aforementioned criteria will have 3 times the value of the items removed in silver/items and have penalties imposed.

Restriction (10 years)

O

Fraud Attempt or Impersonation 

"Fraud Attempt or Impersonation" refers to the following: 
(1) An act of attempting “Fraud”.

(2) An act of impersonating a GM, company employee, or an individual involved.


In the case of "Fraud" that impersonates a Game Master or the company’s employee, the company may immediately impose the "Permanent Block".

Members that violate the aforementioned criteria may have penalties for 2nd/3rd violation imposed on the members for the 1st violation depending on the depending on the severity of the issue, the amount of damage caused to other members or member.

Restriction (15 days)

Restriction (90 days)

Restriction (10 years)

 

Bug Abuse

“Bug Abuse” refers to the following:
(1) An act of gaining advantages or causing damage to other members by abusing game errors or service errors.
Example) An act of gaining profit by repeatedly buying and selling the items the sales price of which is higher than the purchase price.
Example) An act of reproducing an item by abusing a game error.
(2) An act of affecting the game balance or game system by abusing game errors or service errors.

Example) An act of abusing program errors to shut down a server.


Regardless of the intention and imposed/not imposed restrictions, any benefits obtained through the use of bugs are subject to retrieval and adjustment at any time.

Members that violate the aforementioned criteria will have 3 times the value of the items removed in silver/items and have penalties imposed.

Resctriction (10 years)

O

Bug Abuse (minor)

“Bug Abuse (minor)" refers to the following:
(1) An act of gaining a minor advantage by abusing game errors or service errors.
(2) An act of causing minor damages to other members by abusing game errors or service errors.
Example) Attacking other members from unreachable locations by abusing topographical errors.


“Bug Abuse (minor)” violation may be treated as “Bug Abuse” if the act of “Bug Abuse (minor)” is done in a repeated manner, or is targeting several members, or is deemed to cause severe impact on the game balance or system, depending on the severity of the issue, the company may immediately impose the "Permanent Block". (Example: Impose “Restriction (30 days)” on the 1st violation)
Regardless of the intention and imposed/not imposed restrictions, any benefits obtained through the use of bugs are subject to retrieval and adjustment at any time.

Members that violate the aforementioned criteria will have 3 times the value of the items removed in silver/items and have penalties imposed.

However, members may be exempt from the removal of 3 times the value of the items gained in silver/items and only have the members’ gain removed if the members did not do perform the act intentionally and the act is deemed to have caused minimal impact on the game balance or system.

Warning

Restriction (7 days)

Restriction (30 days)

O

Monster AI Abuse

"Monster AI Abuse" refers to the following:

(1) An act of continuously hunting monsters at the coordinates where opponents cannot attack the member because of “Monster AI”
Example) An act of continuously hunting monsters at the places where the monsters cannot reach and attack the member.
(2) An act of gaining experience points or items etc. in relation to the (1) above
Example) An act of hunting by abusing monster AI and then acquiring items using another character of another account.


Regardless of the intention and imposed/not imposed restrictions, any benefits obtained through the use of bugs are subject to retrieval and adjustment at any time.

Members that violate the aforementioned criteria will have 3 times the value of the items removed in silver/items and have penalties imposed.

However, members may be exempt from the removal of 3 times the value of the items gained in silver/items and only have the members’ gain removed if the members did not do perform the act intentionally and the act is deemed to have caused minimal impact on the game balance or system.

Members that violate the aforementioned criteria may have penalties for 2nd/3rd violation imposed on the members for the 1st violation depending on the depending on the severity of the issue, the amount of damage caused to other members or member.

Warning

Restriction (7 days)

Restriction (30 days)

O

Abusing

"Abusing" refers to the following: 

(1) An act of gaining advantages by avoiding limitations of the game system through an abnormal way
Example) An act of intentionally manipulating win or lose to drive profit to one party during RvR/PvP between opposing forces
(2) An act of advertising or aiding in the commission of the above.

(3) An act of abusing the Operational Policy by avoiding limitations in the game system for gains.


Regardless of the intention and imposed/not imposed restrictions, any benefits obtained through avoiding limitations of the game system are subject to retrieval and adjustment at any time.

Members that violate the aforementioned criteria will have 3 times the value of the items removed in silver/items and have penalties imposed.

However, members may be exempt from the removal of 3 times the value of the items gained in silver/items and only have the members’ gain removed if the members did not do perform the act intentionally and the act is deemed to have caused minimal impact on the game balance or system.

Members that violate the aforementioned criteria may have penalties for 2nd/3rd violation imposed on the members for the 1st violation depending on the depending on the severity of the issue, the amount of damage caused to other members or member.

Restriction (7 days)

Restriction (30 days)

Restriction (10 years)

O

Disrupting Gameplay

"Disrupting Gameplay" refers to the following:
(1) An act of disrupting the normal gameplay of another member or several members by abusing the game system or operating system
Example) An act of disrupting the process of other members doing an important scenario quest by blocking a path of a certain area.


Members that violate the aforementioned criteria may have penalties for 2nd/3rd violation imposed on the members for the 1st violation depending on the depending on the severity of the issue, the amount of damage caused to other members or member.

Warning

Restriction (7 days)

Restriction (30 days)

 

Disrupting Game Operation

"Disrupting Game Operation" refers to the following:
(1) An act of disrupting another member’s normal use of the game by abusing GM service or Customer Support.
Example) A case of falsely reporting a normal member as an illegal program user or a bug user.

Example) A case of falsely reporting that damages have incurred from an account hijacking, fraud, swearwords etc.

(2) An act of disrupting the normal game operation of the company by abusing GM service or Customer Support.

Example) An act of making the same inquiries or reports repeatedly to disrupt the normal operation.

Example) An act of making such expressions of swear words, slandering, provoking sexual humiliation to disrupt the operation of Customer Support.

(3) An act of insulting and intimidating the Game Master using swear words and other similar acts. 

(4) An act of spreading information that were not officially announced and disrupt the operation of the game.

Example) Spreading information that was gained by manipulating the client.

Example) Spreading inaccurate information that from websites other than the official website.

(5) Disrupt the operation of a tournament/event that is related to the game.


The company may impose restrictions on the use of GM service or Customer Support in case the acts of disrupting the company's operation are deemed serious.

Members that violate the aforementioned criteria may have penalties for 2nd/3rd violation imposed on the members for the 1st violation depending on the depending on the severity of the issue, the amount of damage caused to other members or member.

Warning

Restriction (7 days)

Restriction (30 days)

 

Spreading False Information

"Spreading False Information" refers to the followings:

(1) An act of spreading and inciting unconfirmed contents (such as an outbreak of a bug etc.) to cause confusions or direct or indirect damages to other members.


If the spread is so large that it significantly affects the game balance or system, the company may give a warning for the 1st violation and restrict them for their 2nd/3rd violation.

Warning

Restriction (30 days)

Restriction (10 years)

 

Data Manipulation and Extraction

"Data Manipulation and Extraction" refers to the followings:

(1) An act of manipulating the flow of data between a user's computer and a company server, as the member uses the company's game and service.

(2) An act of extracting information that the company has not disclosed

(3) An act of developing, sharing, distributing, abusing such data manipulation and extraction methods.

Permanent Restriction

 

Attacks on Game and Service Servers

"Attacks on Game and Service Servers" refers to the followings:

(1) An act of attacking the company’s game server and service server and an act of developing, sharing, distributing, abusing such methods.
• If any of the above acts are found, the company may not only immediately take strong actions of restrictions but also ask for investigation to the authorities concerned and judicial authorities.

Permanent Restriction

 

Client Manipulation,

Use of Illegal Programs and Macros

"Use of Illegal Programs and Macros" refers to the following:

(1) An act of manipulating the client provided by the company without authorization.

(2) An act of using the computer programs macros, devices, or equipment (hereinafter referred to as "Illegal programs") that disables the technological protection of the service or disrupt the normal operation of the service.

Example) An act of using the programs and macros that enable members to perform any actions that require a member's direct operation without the member’s operation.

Example) An act of using the programs and macros that enable members to perform any actions that require a member's direct operation without the member’s operation.
Example) An act of using the programs and macros that enable a simple operation of the action that requires a member to operate through multiple steps by omitting some of the steps.

Example) An act of using the programs and macros that enable the actions that a normal member is not allowed to perform due to restrictions made by the game system and game client program.

Example) An act of using the programs and macros that enable a member to view or change the contents of a client or server program.

Example) An act of using the programs and macros that enables a member to access multiple accounts simultaneously on a single PC.

(3) An act where of repeatedly doing action like an illegal program and shown in the game data.

Example) A pattern found in the game data which can be deemed as difficult for the member to have been actually done the repetitive tasks requiring direct control.

(4) An act of using programs from another creator that was not authorized by the company.


If a user uses "Illegal program" while using multiple accounts at the same time on a single PC, "Use of Illegal Programs " will be applied to all the accounts accessed at that time.

Members can have silver removed and additional penalties imposed with the restriction on the 1st violation. The exact punishment imposed will be announced separately.

Members that violate the aforementioned criteria may have penalties for 2nd violation imposed on the members for the 1st violation depending on the depending on the severity of the issue, the amount of damage caused to other members or member. 

Permanent Restriction

 

Producing Illegal programs and macros, etc.

" Producing Illegal Programs and Macros, etc." refers to the following:

(1) An act of producing or distributing the programs, macros, devices, or equipment that enables each case of the "Use of Illegal Programs and Macros" category.

(2) An act of changing or re-making a client or server program

Permanent Restriction

O

Bot

"Bot" refers to the following:

(1) An act of using the game with multiple accounts or through a systematic and collective manner for profit-making purpose

Example) An act of gaining the items illegitimately through "Illegal programs and macros" or "Gambling" using multiple accounts. An act of transferring such items. An act of exchanging such items with the real money


Members can have silver removed and additional penalties imposed with the restriction on the 1st violation. The exact punishment imposed will be announced separately. 

Members that violate the aforementioned criteria may have penalties for 2nd violation imposed on the members for the 1st violation depending on the depending on the severity of the issue, the amount of damage caused to other members or member. 

Permanent Restriction

 

Not responding or answering incorrectly to Game Masters (GM)

“Not responding or answering incorrectly to Game Masters (GM)” refers to the following: (1) An act of stopping, showing abnormal movement, not answering the question, answering the question wrong, or the like when there are abnormal records found on a character and is being investigated.

(2) An act of moving away from the location, escaping, changing servers, entering another location (Red Battlefield, Battle Arena, etc.), exiting the game, closing the chat window, not opening the 1:1 chat window, not visible in the game, and claiming to not be able to read the message sent by the GM.

(3) An act of answering the GM with senseless letters, repetition of letters, or irrelevant answers.

(4) An act of using inappropriate language, offensive terms, threats, swearing at the GM.


Members can restricted as members can be suspected of using unapproved programs or manipulating the client, using illegal programs and macros.

The same penalties will be applied even if another individual is playing in place of the member.

Warning

Restriction (10 years)

O

Chat Abuse

"Chat Abuse" refers to the following:

(1) An act of disrupting the several members' use of chat by uploading same contents repeatedly or uploading immoderate contents in the chat window.

In case a user proceeds with "Chat Abuse", the company may impose Chat Block without prior warning.

Depending on the severity of Chat Abuse, the company may impose Chat Block from minimum 60 minutes to maximum 1 day.

Chat Block
(60 minutes)

Chat Block
(1 day)

Restriction
(7 days)

 

Commercial Promotion and Advertisement

"Commercial Promotion and Advertisement" refers to the following:

(1) An act of promoting and advertising a content that is not related to the game or to the company through the in-game chat window and bulletin boards etc.

Example) An act of promoting and advertising the content that is not related to the game through the in-game chat window etc.

Example) An act of promoting and advertising all commercial/private servers etc. that are not related to the game but are for profit-making purposes.

Example) Other acts of promoting and advertising all kinds of things against the company's will.

If the act of promoting and advertising is done in a repeated manner, or is targeting several members, or is deemed to cause severe impact on the game balance or system, depending on the severity of the issue, the company may immediately impose the "Permanent Block".

In case a user proceeds with chatting for commercial promotion and advertisement, the company may impose Chat Block without prior warning

Restriction (15 days)

Restriction

(30 days)

Restriction (10 years)

 

Use of inappropriate names

"Use of inappropriate names" refers to the following:

(1) An act of using a name that impersonate Game Masters or the company’s employee.

(2) An act of using a name that includes swear words and foul language.

(3) An act of using a name that causes disgust or sexual humiliation to other members.

(4) An act of using a name that slanders, ridicules, or degrades specific nationality, ethnicity, region, religion, race, gender, disability, etc.

(5) An act of using an antisocial name.

(6) An act of using a name that intended to infringe or damage the rights of third parties, including honor, portrait rights, and personal information.

(7) An act of using any other names that are prohibited by the Terms and Conditions of Service.

※ The company may impose the restrictions set forth in the "Use of Inappropriate Language" category if a user repeatedly violates the "Use of inappropriate names" category for the purpose of offending other members, the game master, or the company.
If a character name, family name, guild name, or vehicle name is deemed inappropriate, the company may impose restrictions first, then change or delete the name. (Including warnings)

All names that are currently in the game or will be added with upcoming updates may change due to development and other necessities.

Warning
(Name Changed)

Restriction (7 days)

Restriction (15 days)

 

Use of inappropriate UCC

"Use of inappropriate UCC" refers to the following:

(1) A UCC of contents that slanders, ridicules, or degrades specific nationality, ethnicity, region, religion, race, gender, disability, etc.

(2) A UCC of contents offensive to the other party, (3) A UCC that Infringes the copyright or portrait right of the company

(4) A UCC that contains antisocial content

(5) Other UCCs of the contents that are prohibited by the Terms and Conditions of Service

(6) A UCC of contents that does not contain content that is appropriate for the post

Guild Insignia is included in the ‘Use of abusive UCC’ category.

If a UCC is deemed inappropriate, the company may impose restrictions first, then delete the UCC. (Including warnings)

Warning
(UCC Deleted)

Restriction (7 days)

Restriction (15 days)

 

Use of Inappropriate Language

"Use of Inappropriate Language" refers to the following:

(1) An act of using swear words and foul language.

(2) An act of making expressions or behavior that causes sexual humiliation to other members such as, but not limited to the use of dirty words or sexual portrayals

(3) An act of slandering, ridiculing, or degrading specific region, religion, race, disability, etc.

(4) An act of making expressions or behavior that may cause fear to the other people or may be deemed as a threat to the real life.

(5) Other acts, expressions or communication prohibited by the Terms and Conditions of Service which causes discomfort or disgust to another person.

If a user proceeds with chatting that contains ‘Use of Inappropriate Language’, the company may impose Chat Block without prior warning.

Depending on the severity of the hatting that contains ‘Use of Inappropriate language’, the company may impose period restrictions on the game use from minimum 1 day to maximum 30 days.

Chat Block
(60 minutes)

Chat Block
(1 day)

Restriction
(15 days)

 

 

For the members under penalty of restriction of service use, the company shall not be held liable for his or her loss of some contents that require continuous management.

Members that violate certain criteria 3 times or more may receive the penalties for the 3rd violation or “Permanent Restriction”. 

The family names, character names, and game information can be posted in the official website if the members are found to have violated the Operational Policy.

 

  1. Compromised Account Recovery Policy and Criteria

 

- Compromised Account Recovery Policy

  • Members are liable for the protection and management their account/personal/payment information.
  • If the account has been hacked, members must contact Customer Support through inquiries to secure the account.
  • All information required on the form must be filled to apply for compromised account recovery.
  • If the member’s pearls, game items are involved, then the case must be reported to each respective company. Members must provide proof of their reports by sending the original legal copies of reports or proof of reports by email.
  • Members must agree to a “Temporary Restriction” to the game to stop additional damages and losses from happening and start the investigation. The “Temporary Restriction” will last 7 days at most. Times on real money services, goods, and items cannot be extended when being restricted for this cause. Members that do not agree to the “Temporary Restriction” will assume all liability for all damages, complications arising for the investigation, and additional losses that could incur.
  • Investigation and item recovery for compromised accounts could take up to 30 days.
  • The company is not liable if the members get restricted due to violations of the Operational Policies following “Membership Rights and Obligations” under Article 1 of this policy. The members will be imposed penalties due to their poor protection and management of their account information.

 

- Criteria for Compromised Account Recovery

  • Recovery is not possible after a certain period of time (approximately 30 days) as it becomes harder to check the data or take too much time to do so.
  • The company will deem whether or not an item will be recovered depending on the results from the investigation.
  • Recovery will happen following the criteria set below. Recovery that is not under the “Criteria for Compromised Account Recovery” will be decided under regular recovery criteria.
  • The recovered item may differ from the item that was lost. The details as to why the items may differ cannot be explained.
  • Members must report receiving pearl items from unknown accounts by sending a ticket. Members that have received pearl items from compromised accounts and have not reported receiving the gift from an unknown account will be penalized as taking part in the compromising of the account and can be restricted from the game. 
  • The company may lift the restriction if the member is able to prove that they were not involved with the compromising of the account even though they have received a gift from an unknown account. However, the restriction will not be lifted if the member is not able to prove they have not been involved with the compromising of the account or if the company deems the members were part of the compromising of the account.

 

Category

Details and Specifics

Recovery

Status

Notes

Character

Characters that were not deleted by the member.

O

 

Mounts

Mounts (Donkeys, Horses, Elephants, Camels, Wagons, Ships, Guild Mounts, etc.)

O

  • Mounts can be recovered if they were sold to NPCs or imperial trade.
  • Items and currency gained from the sales of mounts will be removed.
  • Mounts cannot be recovered if the mounts were bred, exchanged, sold on the Horse Market, and the other member purchased the mounts through legal means.
  • Recovered mounts may differ from the mounts at moment the account was compromised.

Items

Items that were exchanged/sold/bought/spent/other strange activities not done by the member.

O

  • The amount and state of recovered items may differ.

Enhancement attempts not done by the member.

O

  • The state of the recovered items may differ.

Items that were registered on the Marketplace not by the member.

X

  • Cannot be recovered if the item was purchased through normal means on the Marketplace by another member.

Pearl Shop

Pearls, Loyalties spent not by the member.

O

  • Recovered after retrieving purchased items.
  • Items with limited time use will have the remainder of the time removed before recovery.

Pearl Shop gifts sent not by the member.

O

  • Members that received gifts may be restricted from the game depending on the results of the investigation.
  • Gifted items will be retrieved. Items that have expiration dates will have the remainder of their times removed and all benefits gained from the effects will be retrieved.
  • Items involved in Real Money Trade cannot be recovered.
  • Gifts items from compromised accounts can be retrieved or adjusted at any given time regardless of the gift intentions.

 

Recovery will not be done for items that are intentionally lost by a member, that are in violation of system settings, or are potentially exploitable within the game.

Recovery will not be done for items that were changed or cannot be used due to updates.

Recovery for each criteria are done using the data available. Items cannot be recovered if there are no records available.

If the items do not match the criteria set above, then the company will decide whether or not the items should be recovered.

 

 

  1. Long Term Inactive Account Policy
  • In order to improve the service and for smooth game operation, the company may delete the game data of the characters under level 10 in the account (hereinafter referred to as "long term inactive account") under the following condition:

- If an account has not been accessed for at least six (6) months. In case the company deletes the game data of a character in the account that has been inactive for a long time, the company shall notify the member of the schedule of the deletion process and details in advance.

 

  1. Long Term Inactive Guild (Clan) Policy

 

  • In order to improve the service and for smooth game operation, the company may change the names of guilds and clans (hereinafter referred to as "long term inactive guilds(clans)") under the following condition:
  • If members of a guild(clan) has not accessed the game for at least six (6) months.

 

  • In case the company changes the names of long term inactive guilds(clans), the company shall post a notification in the official website with the schedule of the process and details in advance.