ArcheAge

1. General Principles
  • (1) Operational Policy is the provision of general principles of service operation in order to cope with problem situations that may occur in the service when operating 'ArcheAge Game Service'. The policy contains the standards of the service provided by the company and the contents that users must observe while using the service.
  • (2) You are asked to agree with Operational Policy to use the service and it takes effect immediately after the agreement.
  • (3) The company provides services following Operational Policy. If you do not comply with the policy, you may be restricted in using the service. So please read it carefully.
  • (4) Articles that are not mentioned in Operational Policy may be coordinated based on the Terms of Use, intention of the policy and socially accepted idea and general standards.
  • (5) Operational Policy aims to deliver the best policy for solution of problems with service in the game. The company can modify and apply Operational Policy at any time for a better service and please be informed that the changed policy will be announced at the official website.
2. User Rights and Obligations
2.1 User Rights
(1) You can ask about the problems that happen while using Game Service and get a guidance on how to fix them by contacting Customer Support at the official website.
  • [Website Customer Support]
  • - Operation Hour: 24-hour standby
(2) If you have experienced harassment, abusive behavior / chat, racial slurs or other offensive conduct intended to disrupt your game experience, feel free to report your experience to our Customer Support.
2.2 User’s Obligations
(1) You should immediately inform the company about the problems found in-game such as bugs or errors in the game system and must not share it with other users in any case. If the issues in-game, bugs and other system error have been exploited to gain benefits without notifying the company, the user's account may be suspended in accordance to the game's Terms of Service and Operational Policy.
(2) You may be restricted from using the service if you violate each provision stated in Table 9-1. (Service Restriction)
(3) You are solely responsible for your interactions with other users. All users should be familiar with the Operational Policy. In case of the damages or problems that happen due to violation of the policy, please be informed that we may not assist you.
3. The Roles and Responsibilities of Game Master
  • (1) ArcheAge Game Master is committed to help you enjoy a seamless game play and in-game fun.
  • (2) Game Master shall respond to your tickets via official channels sincerely. However, please be informed that we will hardly be able to assist you if the tickets or report is made from unofficial pages.
  • (3) Game Master always shall try to handle any server report / ticket as soon as possible. If you encounter any server issues, please contact Game Master immediately via Customer Support.
  • (4) Game Master shall not intervene in disputes between the users in the game. However, in the event of any violation of the Terms and Operational Policy or any violation of the morals of the game, we may intervene in accordance with the Operational Policy.
  • (5) Game Master will never ask you for your personal information such as username and password.
4. Account Management
  • (1) You must manage your own account. You are also primarily responsible for your account. The company may not be able to assist you with problems caused by your neglect or carelessness.
  • (2) If you attempt to share your account with others or trade cash / in-kind of accounts, characters or items, you may be restricted from using the service without warning. You are also responsible for the damages that arise from sharing of account information or real money transactions.
  • (3) You are not allowed to use others’ personal information. This action and attempt shall restrict you from using the service as it is violation of the Terms of Service and Operational Policy.
  • (4) You shall endeavor to secure the PC and protect your personal information from unauthorized acts by others, such as changing the account password from time to time.
  • (5) The company manages the users’ personal information based on the privacy policy and shall not leak it to others.
5. Restoration Policy
5-1. Restoration Support
(1) In case your item or character is lost or the information is changed due to a technical error of the company, the missing item or character shall be restored within the game balance if the error is clearly identified in the game log.
(2) The character and item information of the user may be modified, changed or deleted at any time by game plan or operation judgment and the modification and deletion are not cancelled or restored.
(3) Loss caused by your own fault or your unawareness of game system, contents specified in the policy, contents announced in the game, contents posted on the website, etc. is not subject to restoration in principle. However, there may be a few exceptions based on the 5-2 Restoration Support Criteria Table below. The restoration is based on the stored data and Loss without log cannot be restored.
(4) If you need to restore the loss, you can contact Customer Support in the official website and you must contact us within 15 days from when you have problem.
[5-2 Restoration Support Criteria Table]
Category Restoration Contents Exceptions
Deleted Character O A. Restorable within 3 months from when the
character is deleted
B. The deleted character is restored to an earlier
point when you delete the character
A. Demolished Housing including Housing
Province, Farm, Tax, etc. cannot be restored
B. Expired item, mail, etc. cannot be restored
C. If the same character name exists, the
restored character name will be randomly
changed
D. Unrestorable if there are not enough
character slots
Destroyed Items O Equipment items, quest items, sundries, etc. A. For companions, the level is reset
B. Time limited item is restored from the point of destruction to the remaining time
C. Event time limited Item cannot be restored
D. Summonable items such as ship, tank, car etc. can be restored once per character / year
Accidentally Sold Item to
NPC store
O Restorable after retrieving earned game money
when selling the item
A. For companions, the level is reset
B. Time limited item is restored from the point of destruction to the remaining time
C. Event time limited Item cannot be restored
D. Summonable items such as ship, tank, car etc. can be restored once per character / year
Wrong Purchase at
NPC Store
O A. Once per character / year
B. Wrong purchase or exchanged item at
NPC Store
(Including game money, various coins, tokens, etc.)
Used item cannot be restored
Example: When building design
Changed Appearance O A. Once per character / year
B. 2 Items will be restored (Stat Item, Image Item)
before attempting to change appearance
Alembics consumed when changing appearance cannot be restored
Extracted Items O A. Once per account / year
B. Restorable after retrieving the earned materials
by extracting
Salvaged Lunagem cannot be restored
Accidentally Crafted Items O A. Once per character / year
B. Restorable after retrieving the craft output
A. Consumed Golds and Labor when crafting
cannot be restored
B. Tradeable craft output cannot be restored
Proficiency X Decreased Proficiency cannot be restored
Damage from Account
Hijacking
X
Deleted Overdue Mail X
Loss due to Fraudulence X Damaged material and item due to fraudulence
cannot be restored
Items Purchase from
Cash Shop
X A. Cash item moved from Cash Shop Mail to
inventory cannot be cancelled / restored
B. Cash item you gifted cannot be
cancelled / restored
Destroyed Item during
Enhancement
X
Destroyed Items used as
Synthesis Material
X
In-game Mail that has been Sent to Other Character X
Auction X A. Item you purchase or sell at Auction House
cannot be restored
B. The registration fee of auctioned item cannot be restored
※For items that you cannot delete, you can request for deletion by contacting 1:1 Customer Support in the official website and the deleted items with your agreement cannot be restored.
※ Please check the retention period criteria per in-game mail to avoid any damage caused by mail deletion.
※ We cannot help you with restoration of damage caused by personal conflict or fraud.
6. Naming Policy
  • (1) The user must not create a name that matches or resembles the following: The name means any name the user chooses, such as the character name, guild name, title, the user’s Summon name, etc. in the game.
  • - The name that consists of slanders or demeans a particular race, nationality, ethnicity, religion, sex, person or disability
    - The name that slanders the company, its employees, or its service
    - The name that may confuse other users as employees of the company
    - The name that consists of swear words or excessive slang
    - The name that consists of sexually suggestive or obscene content
    - Antisocial names
    - The name that infringes the trademarks or copyrights of the company or others
    - The name you use to sell or buy account/character/item for real money
    - The name for specific commercial
    - Any combination of spells and characters that imply contents mentioned in the subsection above
  • (2) The name that implies contents mentioned in the subsection above may be changed or deleted without warning in advance.
  • (3) Take a note of that the name cannot be changed or reset once it is set up except for the case when the name satisfies the contents mentioned in the subsections above
7. Exploit of system / bug
  • (1) Abuse of a bug / system is an act of creating unfair benefit / profit by using errors intentionally and repeatedly and adversely affecting the system and other users in the game.
  • - An act of creating benefit / profit by using the game or service errors and affecting the in-game economic system
    - An act of using the game or service error to cause huge damages to many other users
    - An act of using In-game errors and affecting game balance or system
  • (2) You must not intentionally abuse or share bugs or problems of the system with other users. Exploiting a bug causes serious damage not just to individual play, but also to the content and other users. Please report any bugs or problems immediately by contacting Customer Support in the official website.
  • (3) If you exploit or share bugs or problems in the system, you may be restricted from using the service without any warning in advance.
8. Misuser Policy
Please take a note of that when it comes to the acts of the following gameplays causing damage to other users and services, you may be restricted from use of the service and additional penalties may apply for the duplicate cases.
8-1. Cash / Real Money Tradingt
(1) It refers to all acts or attempts of selling or buying items and game money, accounts, characters, items sold at Cash Shop, event coupons, etc. in the way the game never provides.
(2) Selling or buying items sold at Cash Shop and event coupons for other items or game money by using Gift System is also Cash / Real Money Trading. It does not include trading in an acceptable way in the game system.
(3) Selling or buying items, accounts, characters, etc. for cash or real money is an act of causing damage to the game and makes other users feel sense of deprivation. Therefore, the users who are related to Cash / Real Money Trading should be restricted from use the service temporarily or permanently depending on the degree of violation of Operational Policy
8-2. Illegal Program Use
It refers to an act of adversely affecting the game, destroying the balance, or overloading servers. It is boat rocking and you may be restricted from use of the service if you use, utilize, engage or recommend it to others. In addition, there may be restrictions when the activities involved in creating, providing, and obtaining and moving related items and game money are clearly identified.
8-3. Abusive Chat
You may be restricted from use of the service when posting repetitive posts within a short time in a chat window to bother other users, using words such as swear words, slang words, or giving an unpleasant feeling.
8-4. Inappropriate UCC(User Created Contents)
It refers to an act of applying words, texts, pictures, etc. to UCC that result in giving unpleasant feeling or insulting to other players. In case you use contents infringing copyrights or portrait rights of the company/others or causing an offense against public morals as your UCC, it may be deleted or you may be restricted from use the service.
8-5. Incitement to Aleatory Game
It refers to an act of inciting to damage to others by letting uncertain events determine/create profit for the specific parties/individuals. Incitement to Aleatory Game may be restricted based on Operation
8-6. Operating Disturbance
(1) It refers to an act of reporting false contents/information to the company, intentionally hindering the game operation, or intentionally or repeatedly using/sharing undisclosed contents with others.
Intentional disruptions can affect other users who need help.
(2) The act of impersonating an operator or a company with another user can cause serious damage to the company, so you may be restricted from use of the service even with first attempt.
9. Restriction Policy
The company respects the user's own gameplay culture and does not unnecessarily engage in the player's use of the service and the game. However, if the player violates Operational Policy or damages other users, the company tries to resolve the issue immediately.
[9-1 Restrictions on Use of Service]
Category Details 1st Restriction 2nd Restriction 3rd Restriction
Chat
Spamming
An act of intentionally uploading same contents repeatedly or uploading
immoderate contents in the chat window
Chat block
(Muted)
for 12 Hours
Chat block
(Muted)
for 24 Hours
Chat block
(Muted)
for 72 Hours
Inappropriate
Language
All acts of using swearing or foul language/initials/spells that may imply
offensive, disgusting, or offensive to the other players (chat, mail, character
name, UCC, etc.)
In case more than third restriction is demanded, "3-Day" Use Restriction may apply according to Additional Use Restriction Act.
Chat block
(Muted)
for 12 Hours
Chat block
(Muted)
for 24 Hours
Chat block
(Muted)
for 72 Hours
(1) An act of directly or indirectly insulting or slandering against parents or
family members
(2) An act/expression of implying sexual content or sexual humiliation
(3) An act of slandering, ridiculing, or degrading any race, nationality, ethnicity, religion, gender, person or disability
(4) An act/expression/dialogue of infringing or damaging honor of
third parties, portrait rights, personal information
(5) An act of slandering or demeaning an opponent by using the
companion’s name or UCC
(6) An act/expression of causing fear or threatening other users in real life
(7) An act of using expressions or communications prohibited by other
policies and causing discomfort or unpleasant feeling to other users
(8)Even the case of using of initials, changing parts or spells, or switching
some spells with different characters of the inappropriate words mentioned
above
Restricted
for 7 days
Restricted
for 15 days
Restricted
for 30 days
Attempting to Sell or Buy
Items for Real
Money
An act of attempting to sell or buy accounts, characters, or items, for real
money using the means of communication provided by the game
Restricted
for 15 days
Restricted
for 30 days
Permanently
Restricted
Selling or
Buying Items
for Real Money
1) The case of concluded deals mentioned above
2) Actions Taken: Collecting all profits including ill-gotten items and in-game money
Restricted
for 365 days
Permanently Restricted
Inappropriate
Name
1) Using of names which sound inappropriate in the game culture and cause an offense against public morals
2) Actions Taken: Changing or deleting the character/guild name after the
Temporary Restriction
Change or
Delete Name
and send a
Warning
Change or
Delete Name
and Restricted
for 3 days
Change or
Delete Name
and Restricted
for 15 days
Inappropriate
UCC
An act of using UCC that infringes on the copyright or portrait rights of the
company/others, or causes unpleasant feeling, disgusting or insulting
Deletion of
UCC and send a Warning
Deletion of
UCC and
Restricted
for 3 days
Deletion of
UCC and
Restricted
for 15 days
Disrupting
Gameplay
1) An act of causing repeated or persistent inconvenience to other users,
such as repeating certain actions to interrupt the progress of the game or
interfere with normal use of the game
2) Example: Malicious use of summons to hinder other users' gameplay, such as repetitive and continuous blockage of NPCs
Send a
Warning
Restricted
for 7 days
Restricted
for 30 days
Incitement to
Aleatory Game
1) An act of inciting to damage to others by letting uncertain events
determine/create profit for the specific parties/individuals
2) Promoting/advertising the act mentioned above
3) Actions Taken: Collecting all profits including ill-gotten items and in-game money
Restricted
for 30 days
Permanently Restricted
Commercial
Promotion
An act of repeatedly using commercial games to promote commercial
information or information
Restricted
for 3 days
Restricted
for 7 days
Restricted
for 30 days
Spreading False Information An act of distracting other users by spreading false information that is not
officially announced
Restricted
for 3 days
Restricted
for 7 days
Restricted
for 30 days
Exploit 1) An act of repeatedly exploiting the game system differently from its
intended intentions to gain unfair advantage
Example: Malicious play that causes deprivation/damage to other players
such as match manipulation, hoarding, repetition of rewards/goods, and etc.
2) An act of attempting subsection no.1 mentioned above without reporting, or advertising/sharing it with other users
3) The accounts that are used to gain or involved in the related item or
game money
Example: sharing profit between accounts of the same or similar IP
4) Actions Taken: Collecting all related profits/benefits such as related items,
experience, honor point, leadership, and etc.
Restricted
for 15 days
Restricted
for 30 days
Permanently
Restricted
Use of Illegal
Programs
1) An act of using malicious illegal software/hardware the company never
acknowledges, such as Auto-Hunting Program
2) An act of using other programs the company never provides, such as
Speed Hacks or Damage Hacks
3) Illegal program dissemination
4) An act of acquiring or engaging in the movement of ill-gotten items and game money
Permanently Restricted
Bug
Exploitation
1) The case of repeatedly exploiting errors in the game system to gain
unfair advantage and seriously affecting game results
2) An act of attempting subsection no.1 mentioned above without reporting, or advertising/sharing it with other users
3) The accounts that are used to gain or involved in the related item or
game money
Example: sharing profit between accounts of the same or similar IP
4) Actions Taken: Collecting all related profits/benefits such as related items,
experience, honor point, leadership, and etc.
Permanently Restricted
Minor Bug
Exploitation
1) The case of randomly exploiting errors in the game system to gain unfair
advantage and slightly affecting game results
2) Same as subsections no.2, 3, 4 mentioned above in Bug Exploitation
Restricted
for 15 days
Restricted
for 30 days
Permanently
Restricted
Impersonation 1) An act of impersonating company employee, such as Game Master, to
harm other users or gain items, and etc.
2) Actions Taken: Collecting all profits including related items and game
money
Permanently Restricted
Disrupting
Game
Operation
An act of intentionally disrupting the normal operation of the game Restricted
for 7 days
Restricted
for 15 days
Restricted
for 30 days
False Report An act of disrupting the game operation or reporting false facts such as
account hijacking
Restricted
for 15 days
Permanently Restricted
Infringement
on rights
including
intellectual
property rights
An act of infringing on the rights of others, such as copyrights, trademarks or design rights, or violating related laws Content
Deletion
Content
Deletion and
Restricted
for 3 days
Content
Deletion and
Restricted
for 7 days
※ Additional Use Restriction Act Application
If you violate the policy related to Use Restriction more than three times, you may be subject to additional restriction. On the first restriction, The company may adjust the criteria to “more than two times” based on socially accepted idea and general standards to prevent damage and maintain smooth game service.
※ The warning determines a warning message from the game such as chat restriction, forced game termination and other behavior restrictions.
※ The company will not be responsible for the loss of some contents that require continuous management due to restricted access to the service.
※ ‘Restrictions on Use of Services' means restrictions on use of ArcheAge Services.
※ The Company may collect various numerical information on related items and characters when taking them due to the violation of the Terms of Service and Operational Policy. Also, the accounts that are used to get the items and information may be banned according to Operating Policy.
Ex. Illegal programs, Cash transactions, Bug exploits, etc.
※ The company does not intervene or take action against arguments or scams that may cause damage to items or information in the game as a matter to be solved by individuals.
10. Guild Policy
  • (1) In ArcheAge, if you use a guild name that violates "6. Naming Policy," it is subject to change without notice in advance.
  • (2) You cannot replace arbitrarily Guild Leader. Even if the Guild Leader does not have access for a long time, he/she maintains their ownership of the guild and cannot assign it to other guild members.
    However, if the Guild Leader is not available due to a data error or permanent restriction according to Operational Policy, the ownership may be transferred to the other guild member when requesting a replacement by contacting Customer Support in the website.