Operation Policy
1. General Principles
① This Operation Policy applies to the Game Services provided by Veroplay Limited (hereinafter referred to as “Veroplay”).
- This Operation Policy sets forth the general standards that commonly apply to all games for which the Company provides Services.
- The scope, applicability, or method of handling certain provisions may vary depending on the content, system configuration, and technical operating environment of each game.
② This Operation Policy serves to supplement the matters set forth in the End User License Agreement (the "Terms") and contains the Company’s standards for Service operation, including the consequences of Users’ violations of the Terms (hereinafter referred to as “Sanctions”), the procedures for appealing Sanctions, and other matters that Users should be aware of when using the Service.
③ The Company may amend this Operation Policy from time to time to provide better Services and will notify Users of any amendments through a means that allows Users to easily become aware of them (such as a notice on the website or in-game mail).
2. Sanctions/Reports, Appeals, and Customer Support
① If a Member becomes aware that another Member has violated the Terms or the Operation Policy, or has suffered harm as a result of such violation, the Member may report the matter to the Company.
- The Sanction/reporting procedure for violations of the Terms is as follows:
- Violation of the Terms → (Report) → Investigation → (Prior Notice) → Sanction → Appeal → Notification of Appeal Outcome
② An investigation following a Report may take some time, and a reinvestigation may be conducted depending on the circumstances.
③ In the course of investigating a matter submitted through a 1:1 Inquiry, associated accounts may be temporarily restricted.
④ A Member may submit various inquiries, requests, suggestions, and appeals related to Sanctions through a 1:1 Inquiry, including inquiries concerning Veroplay Game Services and reports of Users engaging in inappropriate conduct.
- The methods for submitting Reports, inquiries, and Appeals are as follows:
- 1:1 Inquiry
- A 1:1 Inquiry may be submitted through the in-game Customer Support menu.
- A User may submit various inquiries, requests, suggestions, and Appeals related to Sanctions concerning accounts, including Veroplay Game Services.
⑤ If a Member’s Appeal is deemed reasonable, the Company may lift the Sanction imposed on the Member and adjust and restore adjusted items, etc.
⑥ An Appeal may be filed within seven (7) days from the time the Sanction is imposed.
3. Veroplay Game Service Operating Standards and Special Policies
① The Company will make every effort to prevent acts that violate the Terms and the Operation Policy and to provide smooth Game Services.
② The Company will not intervene in disputes between Members and will maintain a neutral position. However, if a dispute between Members involves an act that violates the Terms or the Operation Policy or an act that interferes with the normal operation of the Game Service, the Company may review the matter from a neutral position and take necessary action.
③ The Company will securely handle Members’ personal information and credit information in accordance with applicable laws and regulations and the Privacy Policy. Except as provided in the Terms and the Privacy Policy, the Company, its officers and employees, and Operators will not request or disclose Members’ personal information, bank account information, passwords, etc.
④ The Company receives reports of bugs and errors occurring within the Game Service through 1:1 Inquiries and endeavors to address them promptly.
⑤ The Company, its officers and employees, and Operators may provide limited responses or may not provide a response regarding updates, development direction, or other information that cannot be disclosed due to the nature of the game.
4. Sanction Policy
① The types of Sanctions are as follows:
(1) Permanent Integrated Account Restriction: A Sanction that permanently restricts the use of all games and related Services provided by the Company.
(2) Permanent Game Restriction: A Sanction that permanently restricts the use of an individual Veroplay game and its related Services.
(3) Temporary Game Restriction: A Sanction that restricts the use of an individual Veroplay game and its related Services for a specified period.
(4) Warning: A temporary Sanction, such as an individual warning notice sent by mail or a name change.
(5) Adjustment of Items, etc.: A Sanction that deletes character information, items, paid content, etc. related to violations of the Terms or changes their quantity or attributes.
② When imposing a Sanction pursuant to Paragraph 1, the Company may recover or adjust gains (items, in-game currency, etc.) related to violations of the Terms. For violations of the Terms for which it is difficult to calculate the related gains, such as bug exploitation or the use of unauthorized programs, the Company may reset game usage information or restrict access to certain content and the access environment.
③ The party who committed a violation of the Terms and the Member who is the account holder shall jointly bear all responsibility for violations of the Terms committed during account theft or account sharing attributable to the Member, and Sanctions may be imposed on the accounts of both parties.
④ If two or more violations of the Terms are identified at the same time, the Company may impose the Sanctions applicable to each violation concurrently.
⑤ The Company may also impose the Sanction applicable to the relevant violation of the Terms on a Member who participates in or conspires in another Member’s violation of the Terms, assists in such violation, or obtains an improper gain therefrom. If a Member acquires an item obtained by another Member through a violation of the Terms while knowing the circumstances under which it was obtained, or acquires such item free of charge without knowing such circumstances, the Company may recover the relevant item.
⑥ The grounds for and details of Sanctions shall be governed by the Sanction Criteria Table in Article 5. However, even where grounds for a Sanction specified in the Sanction Criteria Table arise, the Company may refrain from imposing a Sanction or may impose a less severe Sanction than that specified in the Sanction Criteria Table, taking into account the specific circumstances at the time of the violation of the Terms and the degree of its impact on the Service.
⑦ Even for matters not specified in the Sanction Criteria Table in Article 5, a Sanction may be imposed, depending on the severity of the violation, for acts that violate the Terms or applicable laws and regulations.
⑧ Depending on the laws and regulations of the country in which the Service is provided, a higher or lower level of Sanction than that specified in the Sanction Criteria Table may be applied.
5. Sanction Criteria Table
| Type | Details | 1st | 2nd | 3rd |
|---|---|---|---|---|
| Disruption of Gameplay | - Intentionally interfering with another User’s normal use of the game. ※ If the extent of harm is minor, the Sanction may be replaced with a Warning regardless of the level specified in the Sanction Criteria Table. | Temporary (3 days) | Temporary (7 days) | Temporary (30 days) |
| Disruption of Game Operations | - Using the Game Service or Customer Support service improperly to interfere with another User’s use of the game or disrupt the Company’s normal game operations, such as by making false reports or spreading false information. - Impersonating an Operator, Company employee, or other person affiliated with the Company to deceive another person for gain or interfere with their use of the Service. - Repeatedly submitting the same inquiry or Report, thereby interfering with normal customer support and inquiry handling operations. ※ If the extent of harm is minor, the Sanction may be replaced with a Warning regardless of the level specified in the Sanction Criteria Table. | Temporary (7 days) | Temporary (30 days) | Permanent |
| System (Bug) Exploitation and Abuse | - Exploiting an error in the game or Service to obtain a gain or cause harm to another person. - Exploiting an error in the game or Service to affect game balance or the system. - Obtaining a gain or disrupting operations through abnormal methods of play in the game or Service (using improper means or exploiting vulnerabilities in the system). ※ If serious harm is caused to another User or to in-game balance, a Permanent Game Restriction may be imposed even for the first Sanction, at the Company’s discretion. ※ Any improper gain obtained through the above acts may be recovered or deducted, and if recovery is not possible, other in-game goods of equivalent value may be recovered instead. ※ Even in the absence of intent, related items, experience points (EXP), etc. may be adjusted or recovered. | Temporary (7 days) | Temporary (30 days) | Permanent |
| Platform and Payment/Refund Abuse | - Any act of obtaining an improper gain by exploiting processes provided by the Company or open market stores in connection with Member registration, game use, payments, refunds, etc. - Disseminating methods for circumventing or exploiting the policies and related processes of open market stores. ※ If a payment is canceled or refunded using the policies or related processes of an open market store, a “Warning (Temporary Game Access Restriction)” may be applied to determine whether abuse has occurred, etc. | Integrated Permanent | ||
| Unauthorized Programs and Gold Farms | - Creating, using, or distributing programs, devices, or equipment that disable the technical protection measures of the Game Service or interfere with its normal operation (hereinafter referred to as an “Unauthorized Program”). - Modifying a program provided by the Company in connection with the game program or Service, or using a modified program to use the Game Service abnormally. - Informing specific persons or an unspecified number of persons about an Unauthorized Program itself or how to use it, or distributing or arranging the distribution thereof. - Using the game through multiple accounts, or in an organized or collective manner, for commercial purposes. - Improperly obtaining items through the “use of Unauthorized Programs” using multiple accounts. | Integrated Permanent | ||
| Ad Abuse | - Using an Unauthorized Program to engage in abnormal repeated viewing of rewarded ads or interstitial ads and receive rewards. - Calling and viewing ads in an abnormal manner. | Permanent | ||
| Macros | - Using any form of automation means not officially provided by the Company, including macros, scripts, auto keys, keyboard and mouse mapping programs, external input devices, and memory modification tools, to automate or replace in-game play activities. | Integrated Permanent | ||
| Use of Inappropriate Names | - Any of the acts specified in the following items involving the naming of IDs, names (character names, social group names (such as guild names)), pet names, etc., including those containing material that undermines a healthy gaming culture or violates applicable laws and regulations, social order, or public morals, or containing abusive language or obscene content: (1) Using a name that impersonates the Company, its employees or other persons affiliated with the Company, or an Operator. (2) Using a name that contains abusive language, slang, advertising, or sexually suggestive content. (3) Using a name that may cause discomfort or sexual humiliation to another User. (4) Using a name that implies an intention to engage in cash transactions involving in-game currency, items, characters, etc. (5) Using a discriminatory name based on race, gender, nationality, etc. (6) Using a name that is deemed intended to criticize, insult, or defame a specific person, group, organization, region, religion, etc. (7) Using a name that is deemed likely to infringe a third party’s trademark or copyright, or cause harm to a third party. (8) Using a name that is contrary to other laws and regulations or generally accepted social norms, or that falls under the category of inappropriate language prohibited under this Operation Policy. ※ Upon a Warning, the name may be changed at the Company’s discretion after the relevant character is temporarily restricted. ※ If “Use of Inappropriate Names” is repeatedly committed for the purpose of causing discomfort to another User, a “Temporary Game Restriction” may be applied cumulatively. | Warning / Includes Name Change | Temporary (1 day) / Includes Name Change | Temporary (3 days) / Includes Name Change |
| Use of Inappropriate Language | Any of the acts in the following items: (1) Using abusive language, slang, advertising, sexually suggestive content, etc. (2) Making expressions or engaging in conduct that causes sexual humiliation through obscene words, explicit sexual descriptions, etc. (3) Disparaging, mocking, or criticizing a specific person, group, organization, region, religion, race, disability, etc. (4) Making expressions or engaging in conduct that constitutes a real-world threat or causes another person to feel fear. (5) Making expressions or engaging in conduct that impersonates the Company, its employees or other persons affiliated with the Company, or an Operator. (6) Making expressions or engaging in conduct indicating an intention to exchange account leveling or items for cash or physical goods. (7) Engaging in acts such as conversations or creating rooms that contain content intended to infringe or damage all rights of a third party, including reputation, portrait rights, and personal information. (8) Causing another person discomfort or aversion through other expressions or communications prohibited under the Terms. (9) Making expressions or engaging in conduct that violates other laws and regulations or generally accepted social norms. ※ For “Use of Inappropriate Language” directed at multiple Users or causing serious discomfort to another person, a “Temporary Game Restriction” may be applied upon the first Sanction. | Warning | Temporary (3 days) | Temporary (7 days) |
| Chat Flooding | - Posting excessive content through the chat window or private messages, or repeatedly posting the same content, thereby interfering with multiple Users’ use of chat and private messages. | Warning | Temporary (3 days) | Temporary (7 days) |
| Advertising Unrelated to the Game Service | - Using the Game Service for advertising purposes other than its intended purpose, including commercial activities, business, advertising, or promotion. | Warning | Temporary (3 days) | Temporary (7 days) |
| Fraud and Attempted Fraud | - Deceiving another User to obtain an improper gain in the game or attempting to do so. | Temporary (7 days) | Temporary (30 days) | Permanent |
| Gambling | - Wagering items or in-game goods and determining gains or losses through a method based on chance, thereby causing a specific person to gain or lose property. - Assisting with or advertising the above act. | Temporary (7 days) | Temporary (30 days) | Permanent |
| Account/Cash Transactions | - Trading a game account or a character within an account for cash, real-world goods/services, or items from another game. - Trading in-game content (items/in-game currency) for cash, real-world goods/services, or items from another game. - Entrusting an account to another person to level the account on one’s behalf in exchange for cash or real-world goods/services. ※ If cash transactions are repeatedly conducted for commercial purposes, a Permanent Game Restriction may be applied upon the first Sanction. | Temporary (7 days) | Temporary (30 days) | Permanent |
| Account Theft | - Accessing another User’s account without authorization, assisting with such access, or taking advantage of it to obtain a gain. | Integrated Permanent | ||
| Identity Theft | - Creating an account using another person’s personal information. | Integrated Permanent | ||
| Payment Fraud | - Making payments for paid services by using another person’s payment method without authorization. | Integrated Permanent | ||
| Disclosure of Personal Information | - Disseminating another User’s personal information without consent. | Permanent | ||
| Hacking | - Attacking or hacking games, websites, or servers. - Including acts involving development, sharing, distribution, use, etc. for server attacks. | Integrated Permanent | ||
※ Even for matters not specified in this Sanction Criteria Table, a restriction on use may be applied, depending on the severity, to acts that adversely affect the provision of a healthy Service environment or cause inconvenience to another User.
※ Even for violations subject to a Warning or Temporary Game Restriction, a Permanent Game Restriction may be applied depending on the cumulative number of violations and their severity.
※ “Integrated Permanent” means “Permanent Integrated Account Restriction,” “Permanent” means “Permanent Game Restriction,” and “Temporary (date)” means a “Temporary Game Restriction” for that period.
6. Restoration Policy
① Loss or changes to game usage information (information such as items, in-game currency, scores, achievements, levels, and quest progress acquired by a Member while using the Game Service) caused by reasons attributable to the Company or technical errors in the Game Service may be restored if the in-game records can be verified with the current technology of information and communications services, to the extent that such restoration does not adversely affect game balance.
- All restoration is limited to cases where the loss and its cause can be verified through in-game records retained by the Company. Restoration is restricted if no records exist or if they cannot be separately retrieved.
- If restoration is technically impossible, a corresponding compensatory item may be provided separately.
② A Member who wishes to obtain restoration under Paragraph 1 must apply for restoration through a 1:1 Inquiry within seven (7) days, including the date on which the game usage information was lost or changed.
③ An application for restoration under Paragraph 2 must be submitted directly by the account holder of the account in which the loss or change of game usage information occurred, and submission by a third party on the account holder’s behalf is not permitted.
- Restoration may be restricted for guest accounts for which identity verification is difficult.
④ If necessary for operational or technical reasons, the Company may modify, change, or delete Game Service content through patches, updates, etc. after prior notice, and restoration is restricted for any modification, change, or deletion of a Member’s game usage information resulting therefrom.
- However, in unavoidable circumstances, such as an emergency update due to a bug or error or in the event of a security issue, notice may be provided afterward.
- Paid content may also be modified, changed, or deleted if deemed necessary for game planning or operational purposes (such as game balancing). In such cases, the Company must compensate the Member with another item of similar value that can be used in the game, and the Member may not make a separate claim for damages in connection with such action by the Company.
⑤ Loss, changes, etc. to game usage information under each of the following items are not subject to restoration or compensation for damages:
(1) Damage caused by the Member’s own negligence or failure to familiarize themselves with the game system, notices, Terms, Operation Policy, etc.
(2) Damage arising from the Member’s normal use of the Game Service (such as item synthesis).
(3) Any damage arising from the use of the Game Service in a manner not recognized by the Company, such as item trading or account trading or sharing.
(4) Damage resulting from changing or resetting a device.
(5) Damage arising from reasons not attributable to the Company, such as account theft resulting from the Member’s failure to properly manage the account.
⑥ In principle, losses caused by the Member’s own carelessness or mistakes are not subject to restoration.
- Whether support is provided and the scope of such support may vary depending on the game genre, the results of verification of in-game records, and the Company’s policy determination. Items and in-game goods used for probability-based content, such as enhancement, synthesis, and draws, are excluded from support.
- Restoration may be restricted for losses intentionally caused by the Member or for items that violate system settings or may be subject to exploitation within the game.
7. Guest Account Policy
① Guest accounts are tied to a device, and account information may be lost due to acts that may cause data on the device to be transferred, lost, or altered, such as loss of the device, a factory reset, or deletion of cache and data.
② If guest account information is lost due to one’s own carelessness or negligence, such as changing or losing a device, performing a factory reset, deleting cache and data, or synchronizing an OS account, assistance with restoration cannot be provided.
③ The Company provides instructions on how to link an account through each game's Customer Support menu.
- When using a guest account or a game that uses a local storage method, the User must ensure that the game data is not deleted and bear all responsibility for the deletion of game data.
8. Long-Inactive Account Policy
① For the purpose of improving the Service and ensuring smooth game operations, the Company may delete character information in an account that meets the conditions below (hereinafter referred to as a “Long-Inactive Account”):
- (1) At least 365 days have elapsed since the last access to any game or Service provided by Veroplay, and there is no record of access after notice; and
- (2) Expiration of the period of use of paid services.
② If character game information in a Long-Inactive Account is to be deleted, the Company will provide prior notice of the schedule and details of the deletion of the game information through each game's Customer Support menu.
③ Characters and character names deleted pursuant to the Long-Inactive Account Policy cannot be restored.