1. General Principles

• The Operation Policy serves as a supplement to the terms and conditions, containing the standards for the Company’s service operation, including the effects of user violations of the terms (hereinafter “sanctions”), procedures for objections to sanctions, recovery policies, and other matters users should know when using the service.
• This Operation Policy applies to game services provided by the Company, including mobile services, web services, and associated services such as game bulletin boards. However, if there are separate operation policies or special policies for each service, those policies take precedence.
• The Company may revise the Operation Policy from time to time to provide better services and will notify users of any changes in an accessible manner (such as website announcements or email notifications).

2. Sanction and Reporting Procedures

• The general procedure for sanctions and reports regarding violations of the terms is as follows:
  Violation → (Report) → GM Investigation → (Advance Notice) → Sanction → Objection → Notification of Objection Result
• The GM investigation usually takes about 7 days after the report, and re-investigation of objections may take up to 2 weeks (except for “account theft” cases, which average 15 days).
• The Company strives to respond to reports within 48 hours after receipt, but this response period may be extended up to 7 days if fact-finding takes longer.
• Before applying sanctions, the Company provides advance notice via email, client messages, etc., including details of the sanction, reasons, and objection procedures. However, some actions specified separately in the terms may be notified after sanction application.
• Reports of “account theft” must be made within 15 days from the date the theft occurred.
• Requests for suspension or deletion of rights-infringing posts and the objection procedures are as follows:
  (Request by rights holder) → Post deletion or temporary action such as blind → Notification to rights holder and poster → Objection by poster → Notification of objection result
• Those whose rights have been infringed by posts can report the infringing posts using the reporting function on the bulletin board. For detailed methods and procedures regarding reporting rights-infringing posts, please refer to 1:1 inquiry or the report center (link provided).

3. Types and Criteria of Sanctions

• Types of sanctions include:

① Permanent Ban on Integrated Account Usage: Restriction on using all services provided by the Company, including casual games, Zenscom accounts, and web services.

② Permanent Ban on Game Usage: Permanent restriction on using casual game services and related services such as game bulletin boards.

③ Temporary Game Usage Ban: Restriction on using casual game services and related services for a specified period.

④ IP Block: Restriction on game or service access from specific IP addresses.

⑤ Warning: Temporary sanctions such as temporary game access restriction, chat ban, behavior restriction, forced character name change, GM warning, or recommendation.

⑥ Item Adjustment: Deletion or modification of character info, items, paid content related to violations of the terms.

• The Company may simultaneously apply IP block and item adjustment when applying “Permanent Ban on Integrated Account Usage” or “Permanent Ban on Game Usage.” Similarly, item adjustment may be applied together with temporary game bans or warnings.

(Example) If an account identified as a “botting” account is permanently banned from the game, IP block and item adjustment may also be applied simultaneously.

(Example) If a “cash trading” account receives a 30-day temporary game ban, item adjustment may also be applied simultaneously.

• When two or more violations are confirmed simultaneously, the Company may impose combined sanctions for each violation.

(Example) If items obtained through “gambling” (first offense, 7-day temporary game ban) are used to attempt “cash trading” (first offense, 7-day temporary game ban), a combined 14-day temporary game ban may be applied.

• Even if a third party uses the user’s account and violates the terms during account sharing, the user and the account may be sanctioned.
• The Company may also sanction users who fabricate, collude, assist in violations, or gain unfair benefits from other users’ violations.

(Example) Accounts identified as “botting” that repeatedly transfer items obtained by using an “auto-hunting program” to an account conducting “cash trading” may be sanctioned for “botting,” “auto-hunting program use,” and “cash trading.”

(Example) Acts guaranteeing the credibility of a “gambling” operator may be sanctioned similarly to “gambling.”

• If users knowingly receive items obtained through violations or unknowingly receive such items as gifts, the Company may reclaim those items.

(Example) Items obtained through “account theft” and received as gifts may be deleted.

(Example) Items obtained by “auto-hunting program use” and knowingly purchased may be deleted.

(Example) Items obtained through “fraud,” “cash trading,” or “bug/exploit abuse” and received as gifts may be deleted.

4. Compensation and Recovery Policy

• Losses Caused by the Company’s Fault

∙ If items or characters are lost or information is altered due to technical errors in the game service, the Company will restore them within the limits that do not disrupt game balance, provided that game records can be confirmed based on current information and communication technology.

∙ If quest progress becomes impossible due to technical errors in the game service, the Company will cooperate to the fullest extent possible within the scope where in-game records can be verified, so that the customer can proceed normally. Quest items may be restored or character information modified if necessary.

∙ The Company may modify, change, or delete customers’ character and item information after prior notice based on game design or operational judgment; individual restoration is not possible. However, in cases falling under Article 14, Clause 4 of the Terms, notice may be given afterward. Also, paid content may be modified, changed, or deleted if deemed necessary for game design or operation (e.g., game balancing). In such cases, the Company shall compensate customers with other in-game items of similar value, and customers cannot claim additional damages related to these measures.

∙ If users are unable to use paid services for more than 4 hours due to the Company’s fault, the Company will extend the service usage time for paid subscriptions or time-limited products by three times the unusable time for fixed-amount or time-limited products. For paid content with usage periods, the usage period will be extended accordingly (if the user is partially at fault or the suspension was temporary before this sanction, the extension will be one times the unusable time). If the period of paid service unavailability exceeds 3 days or 72 hours within one month, users may cancel the contract and receive a refund for the unused time.

• Losses Caused by User’s Fault

∙ Losses caused by the user’s own fault or failure to understand the game system, operational policies, in-game notices, or homepage announcements are generally not subject to restoration or compensation. However, some user faults may be restored according to the recovery standards table.