Lineage2M NAEU Operation Policy
1. General Principles
① This operation policy is applied to the game services for Lineage2M NAEU.
② The operation policy supplements the terms and conditions and contains the company's service operation standards and matters for which users should be aware while using the service, such as effectiveness of users' violations of the terms and conditions (hereinafter referred to as "restrictions"), appeals to restrictions and restore policy.
③ The company shall change its operation policy from time to time to provide better services and can notify users of the changes easily (by website notice, e-mail notification, in-service note, push message, etc.).
2. Restrictions/Report, Appeals and Customer Support
① If a member becomes aware of another member's violation of terms and conditions or operation policy, or is damaged by it, then they may report the details to the company.
(1) The guidelines for restrictions/report procedures for violations of the terms and conditions are as follows.
Violation of terms and conditions → (report) → investigation → (pre-notice) → restrictions → appeal → notification of the results of the appeal
② The investigation may take some time after reporting, and in some cases, re-investigation may take place.
③ Related accounts may be temporarily restricted while investigating the issues that have been reported.
④ Members can raise various inquiries, requests, suggestions, and appeals related to restrictions, Lineage2M NAEU game services, compromised account, reporting of defective users, etc., through "Report" on the website.
(1) The methods for reporting, inquiring, and raising appeals are as follows:
Users can raise various inquiries, requests, suggestions, and appeals related to their accounts, including Lineage2M NAEU game services through "Inquiry" on the website.
⑤ If a member's appeal is deemed reasonable, then the company immediately lifts the restrictions applied to the member and restores the adjusted items.
⑥ Report and investigation of damage from the "compromised account" can be made up to 15 days including the date the damage occurred by "compromised account”.
⑦ Appeals can be made within 15 days from the date of restrictions.
3. Lineage2M NAEU Operation Standards and Special Policy
① The company makes its best efforts to prevent acts that violate the terms and conditions or operation policy, and to provide smooth game services to its users.
② The company takes a neutral stance and does not intervene in disputes between members. However, if the dispute between members involves acts that violate the terms and conditions or operation policies or interfere with the normal operation of the game services, the company shall take necessary actions after reviewing the issue from a neutral standpoint.
③ The company safely handles members' personal information and credit information as prescribed by laws and regulations and personal information processing policies. The company's executives, employees and administrators do not request or disclose the member's personal information, account information, or password, except as prescribed by the terms and conditions and personal information processing policies.
④ The company receives reports of bugs and errors occurring in game services through customer support and community sites and strives to deal with them quickly.
⑤ The company shall request the authentication of account, when necessary, to protect the members' accounts and stabilize the game services.
⑥ The company's executives, employees and administrators may give limited answers or may not give answers to updates, development directions, and other content that cannot be disclosed due to the nature of the game.
4. Naming Policy
① The term "name" refers to all kinds of names (nickname, character name, alliance name, etc.) that members set themselves to identify characters, items, groups, etc. within the game services.
② In principle, members can set their names freely.
③ Notwithstanding Paragraph (2), the names of each of the following subparagraphs are restricted from being used, and the company may change them arbitrarily. In addition, restrictions may be applied to the use of the names below.
(1) A name that can give discomfort or sexual humiliation to others
(2) A name that includes insult, slang, advertisement, or sensational content
(3) A name that discriminates certain race, gender, country, etc.
(4) A name that is judged to have the purpose of criticizing, insulting, or defaming a specific person, group, organization, region, religion, etc.
(5) A name that impersonates a company, its employees, officials, and administrators.
(6) A name that shows the intention of exchanging by-products (items, accounts, alliances, etc.) of an account proxy or game services for cash or spot, proxy purchase, etc.
(7) Names deemed to infringe on a third party's trademark or copyright or cause damage.
(8) Names prohibited by the terms and conditions
(9) Names that are contrary to other laws and regulations or social norms.
5. Restrictions Policy
① The types of restrictions are as follows:
(1) Permanent restriction on the use of integrated accounts: It is a restriction that permanently restricts the use of all games and related services provided by the company.
(2) Permanent restriction on the use of games: It is a restriction that permanently restricts the use of Lineage2M NAEU games and related services.
(3) Restriction on the game period: It is a restriction that restricts the use of Lineage2M NAEU games and related services for a certain period of time.
(4) Warning: Temporarily imposed restrictions such as temporary restrictions on access to games, chat bans, behavior restrictions, forced change of character names, GM/CM caution, and recommendations.
(5) Adjustment of items, etc.: It is a restriction that deletes character information, items, and paid content related to violations of the terms and conditions or changes the quantity and nature.
(6) IP Blocking: It is a restriction that restricts access to games or services on a specific IP.
② If the company imposes restrictions under Paragraph (1), then it can retrieve or adjust profits (items, experiences, etc.) related to violations of terms and conditions, and for violations of terms and conditions that are difficult to calculate related profits, such as bug abuse and illegal use of programs, the company can initialize game usage information or restrict the use and access environment of some content.
③ All liability for violations of the terms and conditions arising from compromised account or account sharing due to reasons attributable to members shall be borne by the parties to the violation of the terms and conditions and the name of the account, and restrictions may apply to both accounts.
④ If two or more violations of the terms and conditions are confirmed at the same time, then the company may impose restrictions on each act simultaneously.
⑤ The company may also apply restrictions on members who have processed or conspired with another member's violations of the terms and conditions, or a member who has helped or made unfair gains thereof.
⑥ If another member acquires an item obtained by violating the terms and conditions even though they are aware of the circumstances, or if they acquire it free of charge without knowing the circumstances, then the company can retrieve the relevant item.
⑦ For the reasons for restrictions and the content of restrictions, the restrictions standard table under Article 6 shall be followed. However, even if the reasons for restrictions set by the restrictions standard table occur, restrictions may not be imposed or may be imposed weaker than the restrictions standard table prescribes, considering the specific situation at the time of the violation of the terms and conditions or the degree of impact on the service.
⑧ Even if it is not listed in the restrictions standard table under Article 6, restrictions may be applied depending on the severity of the violation of the terms and conditions and related laws.
⑨ Depending on law of countries in service, restrictions on use may be aggravated/alleviated than the restriction standard table.
6. Restrictions Standard Table
[Restrictions Standard Table]
Type | Details | 1st | 2nd | 3rd |
Chat Spamming | The act of interfering with the use of chats and notes by many users by posting excessive content or repeatedly using the same content through chat windows and notes. * If warning restrictions are applied 3 times within 7 days, then the period (3 days) restrictions may be applied. * Restriction on the use of account may be applied depending on the cumulative order and severity. | Warning | Warning | Warning |
inappropriate name | "inappropriate names" refers to the act of using the names of each subparagraph of Article 4 (3) for character names, alliance names, etc. ※ The character name and alliance name may be arbitrarily changed upon warning. ※ Temporary character restrictions may proceed in the process of changing the character name. ※ The details of the name change due to "Use of unhealthy names" can be open to public through the official community. ※ If "inappropriate name" is repeated for the purpose of displeasing other users, then the restrictions prescribed in "inappropriate name" may be applied. | Warning (including the name change) | 3 days (including the name change) | 7 days (including the name change) |
False report, etc. | Abuse of bulletin boards or customer support to interfere with the normal use of games by other users or interfere with the company's normal operation of games | Warning | 3 days | 7 days |
Abusive chat | "Abusive chat" refers to the act of using the following expressions: (1) Expressions that can give discomfort or sexual humiliation to others (2) Expressions that include insult, slang, advertisement, or sensational content (3) Expressions that discriminate race or gender (4) Expressions that are judged to have the purpose of criticizing, insulting, or defaming a specific person, group, organization, region, religion, etc. (5) Expressions that impersonate a company, its employees, officials, and administrators (6) Expressions that imply an intention to foster an account or exchange items for cash or in spot (7) Expressions that are deemed to infringe on a third party's trademark or copyright or cause damage (8) Expressions prohibited by the terms and conditions (9) Expressions which are contrary to other laws and regulations or social norms. If the damage caused by "Abusive chat" is minor, then "Warning" may be applied instead of the restriction on the game period. ※ Second restrictions may be applied to the first restriction for "Abusive chat" which targets multiple users or causing serious discomfort to the other party. | For 7 days when there are 3 accumulated warnings | 30 days | 90 days |
Real-money transaction attempts | (1) An act of attempting or advertising an act under each subparagraph of "Real-money transaction" (2) An act of attempting or advertising an act of "account trading" (3) An act of advertising an act of "Real-money transaction" or a site, etc. that mediates an "account trading" act ※ If "Real-money transaction attempts" are repeated for profit, then "permanent" restrictions may be applied to the first restriction. ※ If cumulative restrictions are imposed on "Real-money transaction attempts" permanent restrictions may be applied. | 3 days | 7 days | 30 days |
Gameplay Interference | Abuse of game/operation system to interfere with the normal use of games by other users ※ If the damage caused by "Gameplay Interference" is minor, then "Warning" may be applied instead of "Restriction on the game period." ※ If there is a damage to multiple users or a severe damage to a specific user by the "Gameplay Interference" "Period (90 days)" restriction can be applied to the first restriction. | 7 days | 30 days | 90 days |
Fraud attempt | The act of attempting "fraud" ※ In the case of "fraud attempt" impersonating an administrator or company employees, permanent restrictions are available to the first restriction. | 7 days | 30 days | 60 days |
Real-money transaction | (1) The act of trading items in a game with cash, real goods/services, or other game items. (2) The act of entrusting characters to others in exchange for cash or real goods/services and fostering them on behalf of others. | 7 days | 30 days | 90 days |
Account trading | (1) The act of trading game account or character in an account with cash, real goods/services, or other game items. | 7 days | 30 days | 90 days |
Speculative Act | (1) The act of determining gains and losses by accidentally betting items, etc., giving property benefits to a specific person and giving losses to other participants (2) The act of helping or advertising the act prescribed in (1) | 7 days | 30 days | 90 days |
Raid exploitation | (1) The act of taking unfair advantage by acquiring dropped items in violation of prior agreement on item distribution in the group hunt such as parties or alliances (2) The act of helping the above (1) or acquiring items directly and taking unfair advantage of the user who did not directly participate in the group hunt (3) The act of deceiving other users and taking unfair advantage of the distribution of dropped items during the group hunt such as other parties or alliances, etc. ※ "Raid exploitation" does not apply to cases where users, who are unrelated to raid monster hunting, acquire items by accident. | 7 days | 30 days | 90 days |
Interference of the game operations | (1) The act of impersonating a company, its employees, officials, and administrators (2) Spreading false information, causing confusion to other users through other illegal means, and interfering with the company's game operation. | 30 days | 90 days | Permanent |
Compromised account | The act of accessing another user's account without permission and act of helping or using it in any way to benefit from it | Permanent | | |
Fraud | An act of deceiving another user and taking unfair advantage in the game | Permanent | | |
Leakage of privacy information | In the case where the personal information of another member is distributed without consent | Permanent | | |
Commercial spam | The act of using game services for advertising purposes other than the original purpose of game services, such as for-profit, sales, advertisement, and promotion | Permanent | | |
Compromised accounts (False entry and use of personal information) | The act of continuously using identification information by a false entry in account information, or using without modifying the changed information ※ In the case when the account is restricted due to the registration of information by another person, the account can be lifted from restriction after going through the identity verification procedure. | Permanent | | |
Compromised accounts (Identity theft) | The act of creating an account using another person's personal information. | Integration | | |
Fraudulent transactions | The act of paying for a paid service by using another person's payment method without permission | Integration | | |
Bug/System vulnerability abuse | (1) An act of benefiting from an error in a game or service or causing damage to others (2) An act that affects a game balance or system by using an error in a game or service ※ Even if there is no intention, it is possible to "adjust the items, etc." such as deleting related items and adjusting experience points. | Integration | | |
Using unapproved third-party program | (1) The act of producing, using, and distributing computer programs or devices (hereinafter referred to as "unapproved third-party program") that neutralize technological protection measures for game services or interfere with normal operation (2) The act of adapting a program provided by the company in connection with the game program or game services or abnormally using the modified program (3) The act of spreading, distributing, or arranging unapproved third-party programs themselves or their usage to a specific person or an unspecified number of people | Integration | | |
Gold Farming/Workshop | (1) The act of using games with multiple accounts or organizationally and collectively for-profit purposes (2) The act of unfairly acquiring items through "use of unapproved third-party programs" or "speculative act" with multiple accounts, or moving and exchanging them for cash for profit purposes | Integration | | |
Open market refund exploitation | (1) In a case where unfair gains are made by exploiting policies and related processes related to membership, payment, payment cancellation, etc. provided by an open market business operator (2) In the case of spreading a method of avoiding or abusing the policies and related processes of an open market operator | Integration | | |
※ "Integration" means "permanent restriction on the use of integrated accounts," "permanent" means "permanent restrictions on the use of games," and "period (dates)" means "restriction on the game period" during that period.
※ Even if it is not listed in the above restrictions standard table, restrictions may be applied depending on the severity of the violation of the terms and conditions and related laws.
※ It can be weighted according to the cumulative order or severity of restrictions.
7. Policy for long-term out-of-access account
① For service improvement and smooth game operation, the company can delete character information in the account (hereinafter referred to as a "long-term out-of-access account") that satisfies the following conditions.
(1) More than 90 days have passed since the last game access date of Lineage2M NAEU
(2) The termination of the period for paid services of Lineage2M NAEU
② To provide a smooth alliance function within the game services, the company may deprive or transfer the alliance management authority of the monarch character who satisfies the following conditions at the request of the alliance member.
(1) More than 30 days have passed since the last game access date of Lineage2M NAEU
(2) In the case of restrictions on the use of games for more than 90 days
③ If character game information is deleted in a long-term out-of-access account, then the company shall notify the deletion schedule and content of the game information in advance through an announcement.
④ According to the policies for long-term out-of-access account, deleted characters and character names cannot be restored.
8. Restore Policy
① Losses and changes in game usage information (such as items, game goods, experiences, achievements, levels, etc.) caused by the company's attributable or technical errors in game services can be restored to the extent that it does not strain the game balance if the current technology of the information and communication service allows you to check records in the game.
② If the quest cannot be carried out due to a technical error in game services, then the company will cooperate as much as possible to ensure that the quest is carried out normally within the scope of the current technology of the information and communication service. If necessary, quest items can be restored, or character information can be changed.
③ Members who wish to recover under Paragraphs (1) or (2) must apply for restoration through the customer support within 15 days, including the date of loss and change of game usage information.
④ The application for restoration under Paragraph (3) must be filed directly by the name of the account in which the game usage information has been lost or changed, and proxy application from a third party is not allowed.
⑤ The company can modify, change, and delete the content of the game services through patches or updates after prior notice if necessary for the operation and technology, and recovery is restricted for modifications, changes, and deletion of member's game usage information caused thereof. However, if there is a reason falling under the condition to Article 14 (4) of the Terms and Conditions, it shall be notified later. In addition, paid content can be modified, changed, or deleted if it is deemed necessary for game planning or operation (game balancing, etc.). In this case, the company must compensate the members with other items of similar value that can be used in the game. Members cannot claim compensation for damages related to such actions by the company.
⑥ Losses or changes in game usage information in each of the following subparagraphs are not subject to recovery or compensation for damages.
(1) Damage caused by the member's negligence or inability to familiarize himself with the game system, announcements, terms and conditions, and operational policies
(2) Damage caused by the members' normal use of game services, such as item melting, reinforcement, manipulation, and store sales, etc.
(3) Any damage caused by the use of game services in a manner not recognized by the company, such as item transaction, account transaction, and sharing, etc.
(4) Damage caused by device change or device initialization
(5) Loss of alliance level due to the disintegration of alliance
(6) Damage caused by not accurately checking transaction information such as item name, price, number, etc. when registering/selling/purchasing an item on the exchange
(7) Damage caused by problems between members without the intervention of the company, such as fraud in the game
(8) In the case where damage such as an compromised account occurred due to the member's negligence in managing the account
- The member can prove that they have continued to manage the account by periodically changing passwords and signing up for security authentication services.
9. Restoration standard table
- Recovery of losses caused by user negligence or system errors during the game follows the restoration standard table below. For matters not listed in the standard table, whether or not to recover is determined according to the general recovery principle.
[Restoration Standard Table]
Item | Details and special notes | Whether to recover or not | Note |
Character | Character deleted by mistake | X | |
Item | If the items are sold on the NPC Store | O | Restoration is available only once a year per account |
* The earnings from the sale are recovered | |||
* Items sold to secure inventory space cannot be recovered | |||
Wrong item purchased from the NPC Store | O | Restoration is available only once a year per account | |
Item deleted by mistake | O | Restoration is available only once a year per account | |
Request to delete the item that cannot be deleted itself | O | The item that has been agreed to be deleted cannot be restored | |
If a production of an unwanted item is completed by mistake | X | | |
The item that has been evaporated due to reinforcement (enchant) failure | X | | |
Item melted by mistake | X | | |
Transformation/Magic doll card purchased by mistake | X | | |
Transformation/Magic doll card manipulated by mistake | X | | |
Unrecovered experiences/items | O | Restoration is available only once a year per account | |
Magic doll card used by mistake | X | | |
Elixir used by mistake | X | | |
Collection item registered by mistake | X | | |
Item registered in Monster Index by mistake | X | | |
Magic/Skill acquired by mistake | X | | |
Damage from fraud/compromised account | O | Recovery of abnormally moved items | |
| |||
* Recovery means reverting the item if it is moved from the user account and converted through sales/purchase/consumption/reinforcement, etc. thereafter. | |||
| |||
* If the target item evaporated and consumed due to reinforcement failure, then it cannot be recovered. | |||
* Items that have been moved before the 15th, including the date of receipt of the report, cannot be recovered. | |||
* Damaged items related to real money transactions cannot be recovered. | |||
Mail | Recovery of expired items during mailbox storage | X | |
Points | Stat of a character reset by mistake | X | |
Stat of a character selected by mistake | X | | |
Exchange | Item traded incorrectly while using the exchange | X | |
(Purchase/Sales/Fee) | |||
Alliances | Restoration of disbanded alliance | X | |
Restoration of deprived alliance authority | X | |
※ Recovery may be restricted for losses intentionally incurred by the user, violations of system settings, or possible abuse in the game.
※ Recovery for each item is handled based on the stored data, and losses without records cannot be recovered.
※ Recovery is generally possible if 15 days have not elapsed from the date of the loss, but some recovery is not possible because it may be difficult to check the data or take a lot of time if 15 days have elapsed.
10. Name management policy for out-of-access characters
① For service improvement and smooth game operation, the company can initialize the character name in an account that satisfies one of the following conditions.
(1) Character name of an account with no payment history among accounts with no access record for more than 30 days from the last game access date of Lineage2M NAEU
(2) Character name of an account imposed with permanent restriction on the use of games
② If the character name is initialized, then the company shall notify the initialization schedule and details in advance through the announcements
③ According to the character name management policies for out-of-access account, initialized character names cannot be restored.
11. Name management policy for out-of-operation alliance
① For service improvement and smooth game operation, the company can initialize alliance name of the alliance that has no access record for more than 30 days from the last game access date of an alliance member.
② If the alliance name is initialized, then the company shall notify the initialization schedule and details in advance through the announcements.
③ According to the alliance name management policies for out-of-operation alliance, initialized alliance names cannot be restored.
12. Guest Account Policy
① Guest accounts belong to the device, and account information may be lost due to actions such as device loss, factory initialization, cache and data deletion that may cause the device's data to be moved, lost, or altered.
② The company cannot help if the guest account information is lost due to the user's carelessness or negligence, such as device change/loss, factory initialization, cache and data deletion, and synchronization of an OS account
③ The company guides the official community on how to link accounts.