AION2

AION2 Operation Policies

1.  Sanctions/Reports, Appeals, and Customer Support

① If a User becomes aware of another User's violation of the Terms or Operations Policy, or suffers harm as a result, they may report it to the company.

(1) The procedure for reporting/sanctioning Terms violations is as follows:

•         Terms violation → (Report) → Investigation → (Pre-notification) → Sanction → Appeal → Notification of appeal result

② Reported investigations may take some time, and re-investigations may be conducted in some cases.

③ Accounts related to a reported case may be temporarily restricted during the investigation process.

④ Users may submit inquiries, requests, suggestions, and appeals regarding sanctions related to AION2 game services, account theft, reports of abusive users, etc., through the 'Report' section on the website.

(1) Methods for filing reports, inquiries, and appeals:

[Inquiry]

•         Users may submit inquiries, requests, suggestions, and appeals regarding sanctions related to AION2 game services and account matters through the 'Contact Us' section on the website.

[Report]

•         Users may submit inquiries, requests, suggestions, and appeals regarding account theft, abusive users, and other game service matters through the 'Report' section on the website.

⑤ Reports and damage investigations related to 'account theft' must be filed within 15 days from the date the incident occurred (inclusive).

⑥ Appeals must be submitted within 15 days from the date of the sanction.

 

2.  AION2 Service Operation Standards and Special Policies

①  The company will maintain neutral standpoint and not intervene in disputes between Users. However, if a dispute involves violations of the Terms or Operations Policy, or interference with normal game service operations, the company may review the matter neutrally and take necessary action.

② The company accepts reports of bugs and errors in the game service through our community sites.

③ The company may request identity verification for User accounts when necessary for account protection and service stability.

④ The company and its employees and operators may provide limited answers or no answer regarding update details, development direction, or other information that cannot be disclosed due to the nature of the game.

 

3.  Name Management Standards

① A 'name' refers to any type of identifier that a User sets within the game service to identify characters, items, groups, etc. (including nicknames, character names, legion names, etc.).

② In principle, Users are free to choose their own names.

③ Notwithstanding paragraph ②, the following types of names are prohibited, and the company may change such names without notice. Additionally, sanctions may be imposed for using such names:

(1) Names that may cause discomfort or sexual humiliation to others.

(2) Names containing profanity, vulgar language, advertising, or suggestive content.

(3) Names that are discriminatory based on race, gender, nationality, etc.

(4) Names deemed intended to criticize, insult, or defame specific individuals, groups, organizations, regions, or religions.

(5) Names that impersonate the company, its employees, or operators.

(6) Names suggesting account boosting or exchange/brokerage of game byproducts (items, accounts, legions, etc.) for cash or goods.

(7) Names that infringe or may cause harm to the trademarks or copyrights of third parties.

(8) Names prohibited under the Terms.

(9) Names that violate laws or social norms.

 

4.  Character Appearance Standards

① These standards apply to all appearances (face, hair, style, body type, etc.) set, created, or distributed by Users within the game service.

② In principle, Users are free to customize their own appearances.

③ However, the following types of appearances are prohibited, and the company may change or delete such appearances and apply related sanctions without prior notice. Creating or distributing such appearances may also be subject to sanctions:

(1) Appearances that may cause significant discomfort or sexual humiliation by general social standards or as deemed inappropriate by the NC staff.

(2) Appearances containing discriminatory elements based on race, gender, nationality, disability, age, etc.

(3) Appearances reasonably deemed intended to criticize, insult, or defame specific individuals, groups, organizations, regions, or religions.

(4) Appearances that infringe or may infringe on the trademarks, copyrights, portrait rights, or other intellectual property or personal rights of third parties

(5) Appearances that otherwise violate laws or social norms

④ In cases of rights infringement, misappropriation, or disputes between Users regarding appearances, the company will not directly intervene in the matter and bears no responsibility.

 

5.  Sanction Policy

① The types of sanctions are as follows:

(1) Permanent Integrated Account Ban: A permanent restriction on the use of all games and related services provided by the company.

(2) Permanent Game Ban: A permanent restriction on the use of the AION2 game and related services.

(3) Temporary Game Ban: A restriction on the use of the AION2 game and related services for a specified period.

(4) Warning: A temporary sanction including temporary game access restriction, chat ban, action restriction, forced character name change, forced character appearance change, operator warning, or recommendation.

(5) Item Adjustment: A sanction that deletes or modifies character information, items, or paid content related to the Terms violation.

(6) IP Block: A restriction on game or service access from a specific IP address.

② When the company applies sanctions under paragraph ①, it may recover or adjust benefits (items, experience points, etc.) related to the Terms violation. For violations where benefits are difficult to calculate (such as bug exploitation or use of unauthorized programs), the company may reset game usage data or restrict access to certain content or connection environments.

③ All responsibility for Terms violations occurring during account theft or account sharing due to the User's own fault shall be borne by both the violating party and the account holder, and sanctions may be applied to both accounts.

④ If two or more simultaneous violations are confirmed, the company may apply cumulative sanctions for each violation.

⑤ The company may also apply sanctions to Users who assisted in, conspired with, aided, or benefited from another User's Terms violation.

⑥ If a User knowingly acquires items obtained through another User's Terms violation, or unknowingly acquires such items for free, the company may recover the relevant items.

⑦ The sanction criteria and content shall follow the Sanction Table in Article 7. However, even if the criteria are met, the company may refrain from imposing a sanction or impose a lesser sanction, taking into account the specific circumstances at the time of the violation and the degree of impact on the service.

⑧ Even if not listed in the Sanction Table in Article 7, sanctions may be applied for actions that violate the Terms or applicable laws, depending on their severity.

6.  Sanctions Table

Category	1st	2nd	3rd	4th
Chat Spam	Warning (60 minutes Chat/Message Ban)	Warning (60 ~ 300 minutes Chat/Message Ban)	Warning (300 minutes ~ 1 Day Chat/Message Ban)
	Posting excessive content or repeatedly sending the same content via chat/messages, disrupting other users' use.
Inappropriate Name	Warning (Change of Character Name)	1 Day (Change of Character Name)	7 Days (Change of Character Name)
	(1) Impersonating a GM or company employee (2) Using profanity or vulgar language as a name (3) Using a name causing discomfort or sexual humiliation (4) Using a name with repeated characters, alphabets, numbers, making identification difficult (5) Other names prohibited by the Terms.
Inappropriate Language	1 Day (Upon Accumulation of 3 Warnings)	3 Days	7 Days	30 Days
	(1) Using profanity or vulgar language (2) Causing sexual humiliation through explicit language or descriptions (3) Denigrating specific regions, religions, or races (4) Making threats or causing fear (5) Infringing on the reputation, portrait rights, or personal information of third parties (6) Real-life threats, doxxing, targeted harassment and hate speech (7) Other prohibited communication as deemed inappropriate by the NC staff.
Creating Inappropriate Appearance	3 Days	7 Days
	Creating and applying an 'inappropriate appearance' within the game, including: (1) Appearances causing significant discomfort or sexual humiliation (2) Discriminatory elements based on race, gender, etc. (3) Appearances targeting specific individuals/groups for defamation (4) Infringement of third-party IP rights (5) Other violations of law or social norms or otherwise deemed inappropriate by the NC staff.
Distributing Inappropriate Appearance	3 Days – Post deletion	7 Days – Post deletion and Style Shop Activity Suspension (15 days)	Post deletion and Permanent Style Shop Activity Suspension
	Registering, sharing, or providing an 'inappropriate appearance' via the Style Shop, boards, or other in-game services. ※ Judgment criteria follow the 'Creating Inappropriate Appearance' standards.
False Reports	3 Days	7 Days
	(1) Abusing reporting or customer support services to disrupt another user's normal gameplay (e.g., falsely reporting a legitimate user as using unauthorized programs) (2) Abusing these services to interfere with normal operations (e.g., repeatedly submitting identical inquiries)
Fraud	7 Days	30 Days	90 Days
	Deceiving other users to gain unfair benefits in-game ex1) Attempting to deceive others through unauthorized real-money trading (RMT), fake trades, or scams involving virtual items, currency, or accounts ex2) Exploiting similar item icons to manipulate the price ex3) Impersonating acquaintances, such as legion member, to steal items ex4) Spreading false patch information to manipulate prices ex5) Impersonating GM/employees to obtain items)
Attempted Fraud	1 Day	3 Days	7 Days
	Attempting fraud. ex1) Attempting to deceive others through unauthorized real-money trading (RMT), fake trades, or scams involving virtual items, currency, or accounts ex2) Exploiting similar item icons to manipulate the price ex3) Impersonating acquaintances, such as legion member, to steal items ex4) Spreading false patch information to manipulate prices ex5) Impersonating GM/employees to obtain items)
Disruption of Game Operations	3 Days	7 Days	30 Days	Permanent
	Impersonating employees, spreading false information, or otherwise causing confusion and disrupting operations.
Gameplay Disruption	3 Days	7 Days	30 Days
	Exploiting game or operational systems to interfere with other users' normal gameplay.
Gold Farming / Bot Operations	Integrated Account Ban
	(1) Using multiple accounts for commercial gaming purposes (2) Using unauthorized programs or gambling via multiple accounts to unfairly obtain, transfer, or monetize items (3) Other abnormal activity detected by internal systems.
Use of Unauthorized Programs	Integrated Account Ban
	Using computer programs, devices, or equipment that circumvent technical protection measures or interfere with normal operations (e.g., programs enabling actions impossible for regular users)
Creating/Distributing Unauthorized Programs	Integrated Account Ban
	(1) Creating or distributing unauthorized programs, devices, or equipment (2) Modifying or tampering with client or server programs.
Exploitation of Bugs or Game Limitations	7 Days	30 Days	90 Days	Permanent
	(1) Using game/service errors to harm others or gain benefits (2) Using errors to affect game balance or systems.
Raid Exploitation	7 Days	30 Days	90 Days	Permanent
	1) Violating prior agreements on loot distribution in party/group play and taking items for unfair gain (2) Assisting in the above without direct participation (3) Other deceptive loot-related behaviors.
Abusing Game Systems	7 Days	30 Days	90 Days	Permanent
	(1) Using abnormal methods to bypass system design limitations for personal gain (e.g., intentionally manipulating RvR/PvP match outcomes) (2) Attempting or advertising such actions.
Account Trading	7 Days	30 Days	90 Days
	Trading game accounts or characters for real money, goods/services, or items from other games.
Real-Money Trading (RMT)	30 Days	90 Days
	(1) Trading items (including in-game currency) for real money or goods/services, including but not limited to boosting, piloting, carries and win-trading activities (2) Trading items for items from other games (3) Paying others to level up your character
Attempted RMT	3 Days	7 Days	30 Days
	(1) Attempting or advertising RMT (2) Attempting or advertising account trading (3) Advertising brokerage sites for RMT or account trading
Payment Fraud	Integrated Account Ban
	Unauthorized use of another person's payment method to purchase paid services.
Identity Theft	Integrated Account Ban
	Creating an account using another person's personal information.
Account Hacking	Permanent
	(1) Unauthorized access to another user's account (2) Assisting with or benefiting from such access (e.g., receiving items obtained via unauthorized access)
Distributing Personal Information	Permanent
	Distributing another person's personal information without consent (otherwise known as doxxing)
Non-Game Advertising	Permanent
	Using the game service for commercial, advertising, or promotional purposes unrelated to the game.
False/Outdated Account Information	Permanent
	Providing false identification information or continuing to use outdated information without updating.
Open Market Abuse	Integrated Account Ban
	(1) Exploiting open market policies (registration, payment, cancellation) for unfair gain (2) Spreading methods to circumvent or exploit such policies
Boosting	7 Days	30 Days	Permanent
	(1) Providing, as a business, a service that performs the progression, completion, growth, etc. of game content on a user's behalf through methods not approved by the Company (hereinafter "Proxy Service"), or providing such a service for profit, thereby interfering with the normal operation of the service. Example) Repeatedly performing content progression (such as Expeditions, Transcendence, Sanctuary, Nightmare, etc.) on behalf of other users for profit. Example) Operating an organization or business for the purpose of providing a Proxy Service, or providing a Proxy Service through such an organization or business. (2) Organizationally and repeatedly brokering or advertising the Proxy Service described in (1) above. Example) Repeatedly posting recruitment or advertising posts for a Proxy Service on external communities, messengers, etc. (3) Actively participating in the Proxy Service described in (1) or (2) above — such as by repeatedly and habitually using such services — thereby undermining the fair operation of the game service or having a significant impact on the game economy. Example) Repeatedly using a Proxy Service to have content such as Expeditions, Transcendence, Sanctuary, Nightmare, etc. progressed or cleared on one's behalf, thereby obtaining benefits such as rewards, currency, or growth. Example) Repeatedly providing one's own account information for the purpose of proxy play, or cooperating with account access, authentication, etc. at the request of a proxy business. Example) Repeatedly and collectively requesting content progression for multiple accounts or characters in connection with a proxy business. ※ Acts under item 1 or item 2 may be subject to a "permanent" penalty regardless of the offense count, taking into account factors such as the degree of organization, repetition, and commercial nature of the act, as well as the extent of its impact on the game service. ※ The examples above are merely illustrative of representative violations, and even conduct not explicitly listed as an example may be subject to penalties if it falls under any of the items in this section.

※ "Integrated Account" refers to "Permanent Suspension of the Integrated Account," "Permanent" refers to "Permanent Suspension of Game Use," and "Period (Days)" refers to "Temporary Suspension of Game Use" for that number of days.

Example) "Period (30 days)" means a "Temporary Suspension of Game Use" for 30 days.

※ Even for matters not listed in the table above, penalties may be applied, depending on the severity of the violation, to acts that violate the Terms of Service or applicable laws and regulations.

※ Depending on the cumulative offense count and severity, account usage restrictions may be applied regardless of the offense count.

※ Penalties may be applied with increased severity depending on the cumulative offense count or severity of the violation.

 

7.  Long-Term Inactive Account Policy

①  The Company may delete character information within an account that satisfies the conditions below (hereinafter a “Long-Term Inactive Account”) in order to improve the service and ensure the smooth operation of the game.

(1)  6 months or more have elapsed since the last AION2 game login date

(2)  The AION2 paid service usage period has ended

②  In order to provide smooth Legion functionality within the game service, the Company may, upon a request from a Legion member, revoke the Legion management authority of a Legion Master character satisfying the conditions below, or transfer it to another character.

(1)  30 days or more have elapsed since the last AION2 game login date

(2)  A game usage restriction sanction of 90 days or more has been imposed

③  Where character game information within a Long-Term Inactive Account is to be deleted, the Company will give prior notice of the schedule and details of the deletion through an announcement.

④  Characters and character names deleted under the Long-Term Inactive Account Policy cannot be restored.

 

8.  Restoration Policy

①  Where game usage information (information such as items, in-game currency, points, achievements, and levels obtained by a User in the course of using the game service) is lost or altered due to a cause attributable to the Company or a technical error in the game service, restoration is possible, to the extent that it does not place undue strain on the game balance, provided that in-game records can be verified using current information and communications technology.

②  Where quest progression is not possible due to a technical error in the game service, the Company will assist where possible, within the scope in which in-game records can be verified using current information and communications technology, to allow the quest to proceed normally. Where necessary, quest items may be restored or character information may be changed.

③  A User who wishes to obtain restoration under Paragraph 1 or Paragraph 2 must apply for restoration through the customer center within 15 days from the date the game usage information was lost or altered.

④  An application for restoration under Paragraph 3 must be submitted directly by the holder of the account in which the loss or alteration of game usage information occurred, and submission by a third party on the holder's behalf is not permitted.

⑤  The Company may, based on game design or operational judgment, modify, change, or delete a User's character and item information after giving prior notice to the User, and individual restoration is not available in such cases. However, where the proviso to Article 14, Paragraph 4 of the Terms of Service applies, notice may be given after the fact. In addition, paid content may also be modified, changed, or deleted where the Company determines it necessary for game design or operational reasons (e.g., game balancing), in which case the Company shall compensate the User with another item of similar value usable within the game, and the User may not make a separate claim for damages in connection with such action by the Company.

⑥  The following losses or alterations of game usage information are not subject to restoration or compensation for damages.

(1)  Damage arising from a User's own fault or failure to become familiar with the game system, announcements, Terms of Service, and Operation Policy, etc.

(2)  Damage arising from a User's normal use of the game service, such as enhancement, crafting, or sale at a shop

(3)  Any damage arising from use of the game service in a manner not recognized by the Company, such as item trading, or the trading or sharing of accounts

(4)  Damage resulting from a device change or device reset

(5)  Loss of Legion level due to disbandment of a Legion

(6)  Damage arising from failing to accurately verify transaction details, such as item name, price, and quantity, when listing, selling, or purchasing an item on the marketplace

(7)  Damage arising from a matter between Users, such as in-game fraud, without the Company's involvement

(8)  Where damage such as account theft occurs due to a User's negligence in managing their account

-   A User may demonstrate that they have maintained account security through periodic password changes and enrollment in a security authentication service.

 

9.  Restoration Schedule

-   Restoration of losses arising from a User's fault or a system error during gameplay shall follow the Restoration Schedule below. For matters not listed in the schedule, whether and to what extent restoration is available shall be determined in accordance with the General Principles of Restoration.

Category	Detailed Description and Notes	Restorable	Remarks
Character	A character deleted by mistake	O	Restorable once per account
Item	Where an item was sold to an NPC shop	O	Restorable once per account per year * Proceeds obtained from the sale will be recovered * Items sold to free up inventory space, etc., cannot be restored
	Where the wrong item was purchased from an NPC shop	O	Restorable once per account per year
	A request to delete an item that the User cannot delete themselves	O	An item for which deletion was consented to cannot be restored again
	An item deleted by mistake	O	Restorable once per account per year
	An item mistakenly extracted incorrectly	O	Restorable once per account per year * Extraction of wings and Arcana cannot be restored * Restoration may not be possible where the General Principles of Restoration have been violated, and restoration is not guaranteed for every request.
	Where crafting of an unwanted item was mistakenly completed	X
	Where an unwanted material conversion was mistakenly completed	O	Restorable once per account per year * Restoration may not be possible where the General Principles of Restoration have been violated, and restoration is not guaranteed for every request.
	An item lost due to a failed enhancement	X
	An item mistakenly delivered to a supply request	X
	Damage from fraud/account theft	O	Recovery of an item that was abnormally moved * “Recovery” means that, where an item has been moved out of a User's account and subsequently converted through sale, purchase, consumption, enhancement, etc., the item is returned in its converted state as-is * Recovery is not possible where the target item was consumed after evaporating due to a failed enhancement * An item moved more than 15 days before the date the report was received (inclusive) cannot be recovered * An item related to damage involving a real-money trade cannot be recovered
Appearance	Appearance deleted from a User's slot	X
Pet	Where a race-affinity analysis was mistakenly performed incorrectly	X
Mail	Restoration of an item whose validity period expired while stored in the mailbox	X
Marketplace	An item incorrectly traded while using the marketplace (purchase/sale/fee)	X
Legion	Restoration of a disbanded Legion	X

※ Restoration may be restricted for losses caused intentionally by a User, or for items that violate system settings or carry a risk of exploitation within the game.

※ Restoration for each item is processed based on retained data, and losses for which no record exists cannot be restored.

※ Restoration is generally possible if 15 days (including the day of occurrence) have not elapsed since the date the loss occurred; however, if more than 15 days have elapsed, restoration may not be possible because data verification becomes difficult or may take a significant amount of time.

 

10.                        Policy on Managing Names of Inactive Characters

①  The Company may reset the character name within an account that satisfies any of the conditions below, in order to improve the service and ensure smooth operation of the game.

(1)  The character name of an account with no payment history among accounts with no login record for 30 days or more since the last AION2 game login date

(2)  The character name of an account subject to a Permanent Game Suspension sanction

②  Where a character name is to be reset, the Company will give prior notice of the schedule and details of the reset through an official community announcement.

③  A character name reset under the Policy on Managing Names of Inactive Characters cannot be restored.

 

11.                        Policy on Managing Names of Inactive Legions

①  The Company may reset the Legion name of a Legion for which there has been no login record for 30 days or more since the last game login date of any Legion member, in order to improve the service and ensure smooth operation of the game.

②  Where a Legion name is to be reset, the Company will give prior notice of the schedule and details of the reset through an announcement.

③        A Legion name reset under the Policy on Managing Names of Inactive Legions cannot be restored.

 

12.                        Style Shop Policy

①  This policy is the Operation Policy applicable to the AION2 Style Shop service.

②  If a character that has registered a style in the Style Shop is deleted, any revenue arising from a style registered prior to the character's deletion (including any accrued but unsettled revenue) shall be forfeited.

③  The Company may, at any time, recover or adjust any benefit obtained by a User through circumventing a limitation in the game system's design or through violating the Terms of Service and Operation Policy.

④  This Policy takes precedence in applying sanctions to Style Shop posts, and for matters not provided for in this Policy, the AION2 Official Community Operation Policy and the PLAYNC Operation Policy shall apply.

⑤  Where a post qualifies as an objectionable Style Shop post, the post may be deleted, or settlement of revenue for the relevant style may be suspended, without prior warning.

⑥  Where customization data is to be changed, the Company will give prior notice of the schedule and details of the change through an official community announcement.

 

[Sanctions Schedule for Objectionable Style Shop Posts]

Category	1st	2nd	3rd
Style Shop Posting of an objectionable post	3 day account sanction - Post deletion	7 day account sanction - Post deletion and Style Shop Activity Suspension (15 days)	Post deletion and Permanent Style Shop Activity Suspension
	(1) A post that violates public order or good morals - A post unrelated to the nature of the board, or that is contrary to the purpose of the Style Shop service - A post containing profanity, disparagement, ridicule, or other content that causes discomfort to others - A post that disparages, ridicules, or criticizes a specific region, religion, race, politician, etc. - A post that causes sexual shame through sexually suggestive or obscene words or explicit sexual descriptions - A post depicting a child/minor as an object of sexual gratification - A post that is antisocial or contains disparagement of a specific group - A post containing expressions or conduct that threatens reality or causes fear in others (2) Conduct that disrupts the normal operation of the Style Shop board by posting a large number of posts within a short period of time, or by repeatedly posting identical or similar content (3) The act of setting the appearance registered in the Style Shop differently from the corresponding image registered in the post (4) The act of posting content containing elements that could impair the normal operation of the service, such as computer viruses or malicious code (5) A post related to a violation of the Terms of Service, or otherwise prohibited by the Terms of Service, Operation Policy, or applicable law
	Post deletion
	(1) Where deletion is required following a deletion request from another institution

※ “Permanent Style Shop Activity Suspension” means a permanent restriction on use of the Style Shop service, and “Style Shop Activity Suspension (period)” means a restriction on use of the Style Shop service for that period.

※ Depending on the severity of the policy violation, the “Distribution of Objectionable Appearance” sanction under Section 7, Sanctions Schedule, may be applied concurrently.

※ Sanctions may be escalated depending on the cumulative number of occurrences or the severity of the violation.

※ During a Style Shop Activity Suspension, activities such as posting, commenting, and editing are restricted, and only downloading and viewing styles remains available.