Game Operation Policy

Game Operation Policy

1. Basic Policy

① Avatar: Realms Collide, operated by ANGames Co., Ltd. (hereinafter referred to as the "Company"), is operated in accordance with the following operation policies.

② This operation policy supplements the provisions stipulated in the Company's Terms of Service and includes information on the consequences (hereinafter referred to as "sanctions") for violations of the terms, the procedure for appealing sanctions, recovery policies, and other matters that users should be aware of while using the service.

③ This operation policy aims to ensure smooth service utilization for users and protect users' usage rights. The Company promises to make every effort to provide users with the best possible service, and users should be attentive to the operation policy to avoid any disadvantages while using the service.

④ Matters not specified in this operation policy are governed by the Company's Terms of Service, relevant laws and regulations, and other general practices.

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2. Changes and Notifices of Operation Policy

① This operation policy may be subject to periodic changes due to amendments to relevant laws and guidelines, as well as internal policy adjustments by the Company.

② In the event of a change to the operation policy, the Company will provide official notice through channels such as the official community, in-game, etc. with a minimum of 7 business days in advance (30 days for changes that are unfavorable or significant to users).

③ The Company shall not be held responsible for any consequences or disadvantages incurred by users who fail to be aware of or comply with the notified changes, even if the Company has duly notified the changes through a legitimate process.

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3. Company's Rights and Responsibilities

① The company complies with the Terms of Service, Privacy Policy, and Operation Policy to prevent actions that violate these policies and strives to provide stable service.

② The company reserves the right to apply sanctions to users who violate the Terms of Service, Privacy Policy, and Operation Policy. In cases where the loss of certain content requiring continuous management occurs as a result, the company does not assume any responsibility.

③ The company handles and protects users' personal information securely. Except as stipulated in the Terms of Service and Privacy Policy, the company does not request or disclose users' personal information.

④ The company welcomes reports from users about any form of bugs and errors that may occur within the game. The company verifies and proceeds to rectify and improve reported issues.

⑤ The company strives to handle user inquiries, complaints, and requests as promptly as possible. However, depending on the volume and content of received inquiries, responses may unavoidably be delayed.

⑥ The company may provide limited responses or choose not to respond to inquiries regarding future updates, development directions, and other information beyond what is publicly available in the game. This limitation is due to the nature of game characteristics where certain details cannot be disclosed.

⑦ The company maintains a neutral stance and does not intervene in disputes between users. However, if a user dispute violates this operation policy or hinders normal service operation, the company, from a neutral standpoint, reviews the matter and takes necessary actions.

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4. User Rights and Responsibilities

① Users have the right to receive smooth services from the company and, for this purpose, must comply with the Terms of Service, Privacy Policy, and Operation Policy.

② Users may face restrictions on service usage if they violate the Terms of Service, Privacy Policy, or Operation Policy.

③ Users are responsible for making efforts to secure their accounts and devices. Any disadvantages arising from the user's negligence are the user's own responsibility.

④ Users may not engage in profit-seeking activities using the content provided by the service without the company's prior approval.

⑤ Users may not copy/replicate/modify/translate/publish/broadcast information obtained through the company's service without the company's prior consent, nor may they provide such information to others.

⑥ Users must report vulnerabilities (bugs, account theft, illegal programs, unauthorized refund methods, etc.) through customer service (1:1 inquiries) when discovered.

⑦ Users who exploit vulnerabilities for personal gain or propagate them to other users without reporting to the company may face restrictions on service usage according to the Terms of Service and Operation Policy.

⑧ Users are responsible for any damages resulting from the use of programs not officially provided by the company.

⑨ If users encounter any issues during the service usage or believe they have been treated unfairly by the company, they can report, inquire, and request corrections through the official channels, such as the company's customer service.

5. Reporting and Sanctions Procedure

① The reporting and sanction procedures for violations of terms and policies are as follows:

Violation of terms and policies → (Report Submission) → Investigation of reported content → (Pre-notification) → Sanction → Appeal → Notification of Appeal Results

② Violations of terms and policies discovered through the company's monitoring may undergo investigation and sanctions without separate report submissions.

③ The company does not disclose any information about users who report violations of terms and policies.

④ During the investigation of reported content, the company may take temporary restrictive measures as needed.

⑤ The company provides prior notification of sanction details, reasons for the sanction, and the appeal process through customer service responses, in-game mail, etc. However, in cases requiring urgent action, notification may be provided after the fact.

⑥ If a user's appeal is deemed reasonable, the company will lift the applied sanction and restore game information such as adjusted items.

6. Inquiry, Reporting, and Appeal Methods

Users can proceed with inquiries, reports, and appeals through the following methods:

① Web Email Consultation: Conducted through the separate help email and web page provided by the company.

- In-game: 'Customer Service' icon within the in-game settings menu.
- Support Email Address: [e-mail]

② On-Site Consultation: Conducted in a separate space within the company.

- Customer Service Center Address: 660 U-Space 1A, 410 Daewangpangyo-ro, Bundang-gu, Seongnam-si, Gyeonggi-do
- Customer Service Operating Hours: Weekdays 01:00 AM to 9:00 AM UTC (Excluding lunchtime, Saturdays/Sundays, and holidays)
- Customer Service Closed: Saturdays, Sundays, and designated national holidays
- Customer Service Reservation: Pre-arrange the visit date and time through help email.

7. Types of Sanctions

① Warning: Form of notice from the administrator regarding violation behaviors, recommendations, mandatory character name changes, temporary game access restrictions, etc.

② Temporary Access Restriction: Form of restricting game access for a certain period.

③ Permanent Access Restriction: Form of permanently restricting game access.

④ Temporary Access Restriction for Investigation: Form of temporarily restricting game access for the company to urgently confirm facts such as violations and bugs.

⑤ Content Usage Restriction: Form of restricting the use of game content related to violation behaviors for a certain period (such as chat restrictions).

⑥ Game Information Adjustment: Form of changing, deleting, or resetting the nature of all quantifiable information (character information, items, currency, etc.) obtainable through the game system related to violation behaviors.

⑦ Collection: If a user's violation of terms or operation policies is deemed to seriously impact the overall game economy system or have a negative influence on other users' game experiences, the company may delete or change the quantity or nature of information and items related to the game system (all quantifiable information obtainable through the game system).

※ "Collection" may be applied concurrently with "Game Information Adjustment," and the scope of "Collection" can be applied up to a maximum of twice the total amount acquired, depending on the severity of the violation. However, if the total amount acquired cannot be clearly calculated, the company may determine the total amount of collection based on the severity of the policy violation.

8. Sanction Criteria

① In the event of the discovery of the acts listed in the 「Sanction Criteria List」 below, the user responsible for such actions may incur legal liability and, additionally, may face strong sanctions and disadvantages regarding their account in accordance with the company's principles. Violations stipulated in this operational policy are not limited to the contents of the 「Sanction Criteria List」 below, and actions that violate the terms and conditions or relevant laws, or actions that significantly impact the in-game balance or game system, may be subject to corresponding sanctions even if they are not explicitly listed in the 「Sanction Criteria List」, depending on the nature and severity of the actions.

② Even in cases where the same type of sanction reason occurs for multiple users, the company may assess the severity of the violation differently based on the specific actions of each participant, overall circumstances, and the impact of the respective actions. Accordingly, different sanction measures may be applied.

③ The company reserves the right to reclaim benefits (items, experience points, etc.) related to a user's violation of terms and policies and may adjust game information. In cases where it is difficult to quantify the benefits related to bug exploitation, illegal program use, etc., the company may take measures such as deleting game information or restricting access. Additionally, in cases where the user does not possess the related benefits during reclamation and information adjustment, items and assets corresponding to the related benefits may be reclaimed, or reclamation may continue until completion.

④ In cases where two or more violations of terms and policies are confirmed simultaneously, sanctions corresponding to each violation may be applied simultaneously, and the company may apply compounded sanction measures.

⑤ If multiple reports are received for the same violation, sanctions for that violation will be applied only once.

⑥ The company may also apply sanctions for violations to users who conspire, manipulate, or collaborate with other users to violate terms and policies or gain unfair advantages.

⑦ If a user acquires items obtained by another user's violation of the terms or operation policy, the company reserves the right to reclaim the relevant items and adjust game information, even if the acquiring user did not directly violate the terms or operation policy. Additionally, the account that acquired the items and information may receive additional sanctions according to the operation policy.

Example: In cases of violations such as 'fraud' and 'cash transactions,' 'bug exploitation,' 'abuse,' 'gambling behavior,' 'payment fraud,' 'illegal program use,' etc., if a user receives items obtained through violations of the terms and operation policy, the company may reclaim the items and restrict game access for the account that acquired the items.

⑧ Violations related to account theft, transactions, etc., may result in sanctions applied to the user's own account, even if a third party uses the user's account to engage in violations of the terms and policies.

⑨ In cases of abuse of payment-related processes, if deemed abusive after a temporary access restriction and internal investigation, the company may impose a permanent access restriction. If not considered abusive, the temporary access restriction measures may be lifted.

⑩ If sanctions are applied to service usage, users can file an objection through customer service (1:1 inquiry) within 14 days from the date of application.

⑪ When taking measures leading to permanent access restrictions due to violations of the operation policy, the company may publicly disclose the entire wizard name of the affected account. However, in the case of temporary access restrictions, only specific wizard names may be disclosed based on the severity.

⑫ Sanction Criteria List

* Identity and Account Theft: Permanent Access Restriction
① Creating an account using someone else's personal information.
② Unauthorized access to another user's account, causing harm to that account.
③ Unauthorized use of someone else's payment method to make payments for paid services.

* Abuse of Payment-related Processes: Temporary Access Restriction / Permanent Access Restriction / Game Information Adjustment

① Exploiting payment, payment cancellation, and refund processes provided by the company or open market to gain unfair advantages.
② Distributing methods of abusing payment-related processes to other users.

* Personal Information Leakage: Minimum 3 days to Maximum 30 days Access Restriction / Permanent Access Restriction

① Demanding or disseminating other users' personal and payment information without consent.

* Cash Transactions: Warning / Minimum 3 days to Maximum 30 days Access Restriction / Permanent Access Restriction / Collection

① Trading or attempting to trade game accounts, in-game characters, in-game currency, and items for cash or real-world equivalents, goods, or services.

② Attempting or advertising cash transactions or promoting cash transaction mediation sites.

* System Errors, Bugs, and Abuse: Warning / Minimum 30 days Access Restriction / Permanent Access Restriction / Game Information Adjustment / Collection

① Abusing through intentional, repetitive exploitation or robbery via prearranged or mutually agreed-upon transactions with specific users.

② Acts exploiting system errors, bugs, or abuse without gaining unfair advantages.

③ Gaining minor benefits or inflicting minor harm to other users using system errors, bugs, or abuse.

④ Unfairly gaining advantages or causing harm to other users by exploiting system errors, bugs, or abuse.

⑤ Discovering system errors or bugs but not reporting them to the company and disseminating them to other users in the game or community.

* Illegal Programs and Hacking: Warning / Minimum 30 days Access Restriction / Permanent Access Restriction / Game Information Adjustment / Collection

① Altering or modifying applications provided by the company or manipulating other game-related data.

② Connecting/playing the game through manipulated applications.

③ Creating, distributing, or using programs, devices, or tools that disable technical protection measures in the game or disrupt normal operations.

④ Hacking to gain unfair advantages or affect game balance, systems, etc.

⑤ Confirmation of logs that cannot be reproduced through normal gameplay.

⑥ Any act, including repetitive actions, using unauthorized software and hardware to substitute for content usage.

⑦ Promoting, endorsing, distributing, or advertising unauthorized programs through publicly accessible places and media where multiple users can view.

* Impersonation: Minimum 3 days ~ Maximum 30 days Access Restriction / Permanent Access Restriction / Game Information Adjustment

① Impersonating game administrators or company staff to deceive other users and gain unfair advantages, or attempting to do so.

* Fraud: Minimum 3 days ~ Maximum 30 days Access Restriction / Permanent Access Restriction / Game Information Adjustment

① Deceiving other users to gain unfair advantages in the game or attempting to do so.

* Speculative Activities: Minimum 3 days ~ Maximum 30 days Access Restriction / Permanent Access Restriction / Game Information Adjustment / Collection

① Acts that provide financial benefits to specific users and cause losses to other users as a result of chance by betting on accounts and goods, as well as acts of assisting or promoting this action.

* Improper Conduct: Warning / Minimum 1 day ~ Maximum 60 days Chat Restriction / Minimum 1 day ~ Maximum 30 days Access Restriction / Permanent Access Restriction / Collection
※ For improper conduct, if repeated, the penalty level will be continuously strengthened after each sanction.

① Chat behavior, including swearing, offensive language, and sexual expressions, causing discomfort to other users, and chat flooding.
② Any chat behavior violating public order and morals.
③ Promotion and advertising for-profit purposes, including prize-giving events, explicit content, and illegal gambling.
④ Acts that disrupt other users' normal gameplay.

* Inappropriate Naming: Warning / Minimum 1 day ~ Maximum 7 days Access Restriction / Game Information Adjustment

① Using names for leaders, alliances, etc., that violate the criteria in "9. Naming Policy."
② Using names resembling those in item 1 by combining characters and numbers.

* Botting: Minimum 30 days Access Restriction / Permanent Access Restriction / Game Information Adjustment / Collection

① Engaging in the use of multiple accounts or the organized and collective use of game services for the purpose of acquiring, transferring, or monetizing items.

② Acquiring items or engaging in the transfer or monetization of obtained items using multiple accounts.

* Account Boosting: Minimum 3 days ~ Maximum 120 days Access Restriction / Permanent Access Restriction / Game Information Adjustment / Collection

① Allowing others to use in-game content through someone else's account or character, or allowing others to use in-game content through one's own account or character, gaining unfair advantages, or affecting the gameplay of other users.

* Disruption of Operations: Warning / Minimum 3 days ~ Maximum 30 days Access Restriction / Permanent Access Restriction

① Falsely reporting other 'users.'

② Disrupting normal service with false reports.
③ Actions such as disrupting services, spreading false information, and false reporting, which interfere with the company's game operations.

④ Any act that insults, verbally abuses, threatens, humiliates, or harasses an admin or their family members directly or indirectly, infringing upon the admin's dignity or causing them mental harm: Warning / Access restriction for a minimum of 3 days to a maximum of 7 days.

9. Naming Policy

① The naming policy applies uniformly to all names selected by users, such as leader names, alliance names, etc., used in the game.

② Users are free to use leader names, alliance names, etc. However, if the following naming usage is detected, it may be changed or deleted without prior notice, and in cases of serious violations or repeated offenses, additional sanctions may be imposed according to the criteria in "8. Sanction Criteria".

- Names that cause discomfort to others
- Names containing profanity, obscenities, advertisements, or explicit content
- Racial or sexually discriminatory names
- Names that insult or violate laws related to specific religions or groups
- Names with the intent to impersonate or relate to the company, the game, or the original work
- Names that may lead to cash transactions of items/accounts
- Names that may be perceived as operators, assistants, GM names, or company employees, causing misunderstandings
- Names that may infringe on the trademarks or copyrights of third parties
- Other names that violate public order and morals

10. Recovery Policy

① In the event of the loss or alteration of in-game currency and character information due to the company's fault (such as technical errors), the company will provide recovery support based on objectively verifiable data and information.

② Recovery support inquiries must be submitted to customer service (1:1 inquiry) within 7 days from the date of the issue to determine the feasibility of recovery.

③ Recovery support cannot be provided in the following cases:

- If more than 7 days have passed since the issue occurred
- If the inquiry was made through a representative instead of the account owner where the issue occurred
- If the user is at fault or if the issue arose due to failure to comprehend information specified in the operation policy, game, website, community, etc.
- If the issue involves elements not present in the game or if objective data verification is impossible
- Damages incurred due to normal game service usage
- Any damages resulting from methods of game service use, such as cash transactions, account transactions, account sharing, unauthorized program use, etc., that the company does not recognize
- Damages incurred due to inadequate management of account information and devices leading to theft, etc.
- Damages resulting from issues among users without the company's intervention, such as in-game fraud
- Other reasons specified in the company's service terms regarding the company's disclaimer

④ The following are considerations for users applying for recovery:

- False recovery requests may result in access restrictions or other disadvantages.
- Processed recovery requests are handled sequentially based on the order of receipt.


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11. Guest Account Policy

① Guest accounts are stored on the device and may have their account information deleted due to actions that could result in the movement, deletion, or alteration of device data, such as device loss, changing devices, factory reset, or cache and data deletion.

② The company provides guidance on methods to link guest accounts through customer service and official communities. Issues may arise if the account is not linked.

③ The company cannot provide assistance for issues that may arise from not linking the account.

④ Guest accounts cannot be permanently used, and account deletion is not possible.

⑤ Accounts created initially as guest accounts that have not completed the in-game tutorial at least once may have their account information deleted at any time for stable service operation.

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12. Dormant Account Policy

① If an account has not been logged into the game for six consecutive months, the account will be converted into a dormant account.

② The leader name of an account converted to a dormant account may be changed to a random leader name, and in this case, the company provides an opportunity to set a new leader name.

③ To prevent the unfair use of customer accounts and characters for more seamless service provision, the company may delete characters of dormant accounts. However, characters meeting the following conditions will not be deleted:

- Characters that have achieved a Town Hall level of 7 or higher
- Characters with at least one payment record

④ The company will announce the intention to delete characters of dormant accounts seven days before the deletion process through community notices. If the players do not wish for their characters to be deleted, they can log into the game to lift the dormant status.

⑤ Once characters have been converted into dormant accounts and subsequently deleted, the information of those characters cannot be recovered.

13. Community Policy

① The company, as a principle, refrains from intervening in disputes among members within the community. However, if actions violating the terms and operation policy or disrupting normal community service operations are associated with disputes among members, the company may review the matter from a neutral standpoint and take necessary actions.

② The company reserves the right to delete, move, or refuse registration of posts (including text, images, audio, or information consisting of their combinations posted by members of the community) or comments that are inappropriate, go against manners, or are deemed unfit for the community.

③ The company may designate an official community operation policy, specifying matters in terms and policies, and operate accordingly. Sanctions related to community usage or game usage may be applied in accordance with the regulations stipulated in this policy.

Supplementary Provisions

This operation policy is effective from February 21, 2024.