1. General Principles
①
This operation policy is applied to the game
services for Lineage W.
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, including Lineage W 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:
[Inquiry]
Users can raise various inquiries, requests,
suggestions, and appeals related to their accounts, including Lineage W 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.
Lineage W 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 Lineage W games and related services.
(3) Restriction on the
game period: It is a restriction that restricts the use
of Lineage W 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 through
acquiring dropped items in violation of prior agreement on item distribution
in group play including parties, Blood Pledges or Siege (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 ※ If a
payment cancellation or refund is processed through the open market business
operator's policies and procedures, "Warning(Temporary Restrictions on
Access to Games)" may be issued to check for possible abuse. |
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 Lineage W
(2) The termination of
the period for paid services of Lineage W
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 Lineage W
(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 Lineage W
(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.