Natris Operation Policy [ KR ]

1. General Policy

① This operation policy (hereinafter referred to as the "Operation Policy") applies to all game applications and their ancillary services (hereinafter referred to as the “Service”) provided by Natris Co., Ltd. This Operation Policy intends to specify what are required to consistently respond to problems that may arise in the course of protecting the user’s rights and providing the Service.

② The Operation Policy is part of the Terms and Conditions, which contains detailed regulations regarding service operation not included in the Terms of Use. Users must carefully read the Operation Policy as the Company cannot provide assistance for damages that are caused as a result of users’ unawareness of this Operation Policy.

③ The 'Natris Terms of Use' apply to items not covered in the Operation Policy, and applicable laws and business practices apply to all other matters.

2. Application and Notice of Policy

① The Operation Policy governs the detailed operational standards for the Company's Service provided to users.

② The Company informs users of the content of the Operation Policy by providing it through a connected screen within the Service or through the game’s official site.

③ The Operation Policy may be revised occasionally due to changes in applicable law and regulations as well as changes in the Company’s internal policies, which shall be informed through the game’s official site, etc.

④ If users continue to use the Service after the revised Operation Policy takes effect, they are considered to have agreed to the terms of the revised Operation Policy.

3. Obligations and Responsibilities of the Administrator

① The administrator (or GM) is a Company-designated individual whose responsibility is to ensure uninterrupted operation of the Service.

② The administrator (or GM) seeks to ensure user satisfaction by thoroughly understanding and complying with the Terms of Use, Operation Policy, and Privacy Policy.

③ The administrator (or GM) shall not ask, modify, leak, or distribute users' personal information. However, personal information may be provided to relevant parties if requested by government or judicial authorities through a legal procedure.

④ The administrator (or GM) shall not intervene with users' activities or disputes considered as normal practice within the Service.

⑤ Other than the game-related matters officially notified through the game guide and announcements, the administrator (or GM) shall not express opinions on the purpose of what users need to achieve within the game or game progression.

⑥ The administrator (or GM) may not respond or only provide limited responses to customer inquiries that concern matters other than those publicly available, such as future updates or restricted information owning to the nature of the game.

⑦ The administrator (or GM) may restrict all or part of the Service if an abnormal or unintended issue occurs in and out of the Service, if such issue is deemed serious.

⑧ The administrator (or GM) may impose restrictions on the users with regard to the use of the Service if the administrator believes that the users are interfering with smooth operation of the Service or violating the Operation Policy.

4. Obligations and Rights of Users

① Users have the right to receive uninterrupted service from the Company, for which users must comply with the Terms of Use and Operation Policy of the Company. If users violate any of these, they may be restricted from using all or part of the Service and held responsible for any damage and consequences.

② Users must seek to protect their accounts and mobile devices, and are solely responsible for any disadvantage and damage incurred as a result of their negligence.

③ Users must use their own personal information to create their account, and the act of using fraudulent or stolen personal information is strictly prohibited. Users cannot claim their rights to accounts made by violating this clause in any circumstances. Furthermore, users are solely responsible for damage and consequence incurred as a result of using fraudulent or stolen personal identification.

④ The Company owns all rights to the game content and data including users’ characters and items, which are the part of the Company’s works and database, and users may use the content and data within the scope permitted by the Company.

⑤ Users are prohibited from copying, duplicating, modifying, translating, publishing, broadcasting, or distributing information acquired through the Company's Service without the prior consent of the Company.

⑥ If users discover a vulnerability in the game (e.g. bugs, system failure, unauthorized app), they must immediately report it to the Company by sending an inquiry email. Abusing the information to gain profit or spreading such information to others may be considered an improper action, for which they may be restricted from using the Service or penalized in accordance with applicable law.

- Vulnerability report: through in-game customer service center

⑦ Users are liable for any damages incurred as a result of using programs not officially provided by the Company.

⑧ If users experience unfair treatment or damage while using the Service, they have the right to file a complaint or request for a resolution to the Company through legitimate means and procedures. Users also have the right to notify the Company and demand the application of this Operation Policy to the offenders in the event they have experienced unfair treatment or damage from the offenders.

⑨ Users can submit suggestions and requests connected to the Service using the game’s official site run by the Company. However, responses and requests may not be processed in the case of test-version services depending on the circumstance.

⑩ Users are responsible for fully acquainting themselves with the information officially provided by the Company, and the Company is not liable for any damages incurred as a result of failure of such acquaintance.

5. Restrictions of Game Service

① In order to maintain an uninterrupted service, the Company may limit the use of the Service to the users who interfere with the game's progress or violate public morality.

② Users who violate the standards set forth in the Operation Policy may be restricted from using the Service without prior notice.

③ Sanctions may be relieved or intensified at the Company's discretion, depending on the severity of the violation against the usage restrictions.

④ The Sanction Guidelines below apply to the service usage restrictions in accordance with the Operation Policy. Generally, the measures concern restrictions regarding the usage of the game service, but depending on the circumstance, certain features within the game might be restricted from use.

◆ Sanction Guidelines

6. Naming Policy

① The naming policy applies to all user-selected names, including account names, character names, nicknames, and guild names used in the game.

② Users are free to use their choice of account name, character name, nickname, guild name, etc. However, the following names may be restricted or modified without prior notice, in which case the Company may take appropriate measures.

   - Names that may cause others discomfort or disgust

   - Names that contain profane, vulgar, marketing, sexually suggestive, or obscene language

   - Names considered to have anti-social connotations or to have the intent to criticize, insult, and defame a certain individual, group, region, or religion

   - Names considered to have some racial and/or sexual discriminatory intent

   - Names considered to have the intent to impersonate the Company or persons related to the game or original work

   - Names that are created with the goal of inducing cash transactions for items or accounts

   - Names that are considered to have the intent of advertising a certain subject

   - Names that may infringe on trademarks, copyrights, or any other rights of a third-party

   - Names that violate any applicable law

   - Names that are considered to have the intent or possibility of being used to impersonate the Company, its staff, stakeholders, administrators (or GMs), etc.

   - Other names that have been identified as requiring a change based on the objective judgment of the administrator (or GM)

7. Recovery Policy

① If items or Gold are lost while playing the game, users can contact the customer service center for confirmation.

② In the case that in-game products and/or character information are lost or changed owing to causes attributable to the Company (technical errors, etc.), the operator (or GM) shall provide support for recovery as long as the lost or changed information can be retrieved using objective data.

③ Users will not be provided with recovery support in the following cases:

   - If more than 7 days have passed since the incident

   - If the request for recovery was submitted with someone else’s account

   - If the loss was incurred due to the user's negligence or intention

   - Losses arising out of failure to thoroughly inform oneself of the information provided in the Operation Policy, game, official site, online community, etc.

   - If the loss cannot be confirmed within the game or checked with objective data

   - Losses arising out of normal use of the game service

   - Losses arising out of unauthorized use of the game service, such as cash transactions, account transactions, account sharing, and unauthorized applications

   - Losses arising out of a vulnerability in the user's device or an unreliable internet connection

   - Losses arising out of negligent handling of account data and device

   - Loss of account data as a result of a lost or initialized device or deleted cache and data while using the service with a guest account without linking accounts

   - If the account has been deleted according to normal deletion procedures and processes

   - Losses arising out of disputes between users that occurred without the Company's involvement, such as in-game fraud.

   - Other circumstances specified in the ‘Indemnification’ section of the Company's Terms of Use

④ Users shall consider the following when requesting a recovery:

   - If a false recovery request is made, the user may be subject to consequences such as access restriction.

   - Recovery requests are processed in the order of receipt.

8. Guest Account Policy

① As guest accounts are stored on the device, they are susceptible to the loss of account data as a result of device loss, factory reset, cache/data deletion, and others, which may cause the account data to be moved, deleted, or altered.

② The Company provides guidelines on linking guest accounts and on potential problems of failing to link accounts through in-game pop-ups or the game’s official site.

③ The Company cannot provide assistance for problems that occur as a result of failure to link accounts.

④ However, if the guest account data is lost for reasons attributable to the Company, it shall make every effort to recover the information.

⑤ Guest account service is not permanently guaranteed.

9. Inactive Account Policy

① If a user does not use the Company’s service for a full one year, the Company may give the user a 30-day advance notice via the game’s official site of its plan to separately store the user’s personal information categorized as an inactive account.

② The Company reserves the right to update or delete the data associated with the separately stored inactive account in order to prevent the user's account from being used for improper purposes while ensuring uninterrupted service. In such a case, the Company shall provide the user the option of resetting the data.

③ Accounts that qualify the following criteria, however, shall not be deleted:

   - Accounts that are linked to another account

   - Accounts having a history of at least one payment transaction

④ The Company shall provide a 30-day advance notice via the game’s official site prior to deleting an inactive account. Users who do not wish to remove their account may reactivate it by accessing (logging in to) the game.

⑤ If a character is deleted as a result of inactivation, the character's information cannot be recovered.

9. Policy on Human Rights of Customer Service Representatives and Business Interference

① When a user interferes with business while being provided with customer support, the Company may issue a warning followed by restrictions of game service and cessation/restriction of customer support in order to protect the human rights of the customer service representative while ensuring uninterrupted service.

② The following are the actions of infringing the human rights of customer service representatives and interfering with business:

   - Using profane, offensive, sexual, threatening expressions irrelevant of the game service during support call/chat

   - Continuously using profane, offensive, sexual, threatening expressions during support call/chat

   - Sending images, videos, or links that may cause sexual humiliation or disgust during support call/chat

   - Requesting private meetings or making sexual jokes during support call/chat

   - Continuously requesting customer support on matters where no further support is available, thereby interfering with the work of the customer service representatives

   - Any other cases where mentally disturbing language is used, which may inflict psychological damage to the customer service representatives

③ The following measures may be taken against violation of human rights or business interference during support call/chat

※ Customer service will resume with an inquiry that does not involve any violation of the Operation Policy.

※ If profanity, insult, sexual harassment, or threatening expressions continue after the third suspension, the cumulative game access restriction (for 7 days) may be imposed. Up to 30 days of cumulative restricted access may be imposed on users who violate human rights of customer service representatives and interfere with business.

※ Customer support may be terminated without prior notice, Service may be restricted, or sanctions may be intensified depending on the severity of the violation of the human rights of the representatives and interference with business.

[Supplementary Provisions] This Operation Policy takes effect as of November 18, 2021.