Operation Policy
1. Basic Policy
(1) This Operation Policy is established to ensure the smooth provision of service for ArcheAge Chronicles (hereinafter referred to as the "Game"), provided by XLGAMES Inc. (hereinafter referred to as the "Company"), and to protect the rights of users utilizing the service.
(2) The Company strives to provide users with the best possible service experience. Users must read and understand this Operation Policy carefully to avoid any disadvantages resulting from non-compliance.
(3) The Company may amend this Operation Policy as needed. Any amendments will be announced through in-game notices and the official community at least seven (7) days prior to the effective date (or at least thirty (30) days prior in cases involving material changes or changes disadvantageous to users).
(4) Unspecified Matters: Matters not explicitly specified in this Operation Policy shall be governed by the Company's Terms of Service, relevant laws and regulations, and general commercial customs.
2. User Rights and Obligations
(1) Users have the right to receive smooth service from the Company and have the obligation to comply with rules necessary for maintaining proper service operations.
(2) Users must adhere to the Company's Terms of Service and this Operation Policy. Failure to comply may result in restrictions on service access.
(3) Users must register using their authentic personal information. Users who register using stolen personal information of third parties or false information cannot receive protection from the Company and shall bear full responsibility for all resulting consequences.
(4) Users may not use game content provided by the service for commercial purposes without the Company's prior consent, except within explicitly permitted boundaries (e.g., streaming, video creation officially sanctioned by the Company).
(5) Information obtained through the service may not be copied, reproduced, modified, translated, published, broadcast, or provided to third parties without prior authorization from the Company.
(6) If a user discovers vulnerabilities within the Game (such as bugs, account theft, or unauthorized software), they must immediately report them via Customer Support (1:1 Inquiry). Exploiting, abusing, or sharing such vulnerabilities with others for gain may result in service sanctions.
(7) If issues occur as a result of using software or programs not officially provided by the Company, the user bears full responsibility for all consequences.
(8) If a user deems that they have experienced unfair treatment or issues during service usage, they may submit an inquiry and request correction through official channels such as Customer Support.
(9) Users may submit service-related inquiries via the following official contact point:
(10) The Company endeavors to respond faithfully to user inquiries and suggestions. However, response times may vary depending on ticket volume and inquiry details.
3. Account Management
(1) Duty of Account Care: Users are solely responsible for managing and safeguarding their own account information.
(2) Users should regularly change their account passwords to protect personal information against unauthorized access by third parties.
(3) Sharing, trading, or transferring game data (including accounts and items) through abnormal methods is strictly prohibited. The Company cannot provide assistance for problems arising from account or item sharing/trading (such as fraud or account compromise).
(4) Attempting to trade accounts, characters, or items for cash or real-world goods/services may result in immediate revocation of game access rights. Account owners bear full liability for any issues arising from account sharing or real-money involved trading.
(5) Misusing or using a third party's resident registration number or account without authorization may be subject to criminal penalties under applicable laws.
(6) The Company never requests personal sensitive information (such as Resident Registration Numbers or private credentials). Users must exercise caution against impersonation attempts by individuals claiming to be game operators or Company personnel.
(7) If abnormal login or gameplay records are detected that indicate a risk of third-party account theft or abuse, the Company may apply protective measures to restrict access until identity verification is completed.
(8) This Game is classified as [Not permitted for use by juveniles (19+)] under Korea's Game Industry Promotion Act and is rated [Mature (17+)] by the ESRB. Access to the Game is strictly prohibited for individuals who do not meet the applicable minimum age requirement.
(9) Access to the Game is provided through Steam accounts. Security, loss, recovery, or restriction issues regarding the Steam account itself are governed entirely by Steam's policies and cannot be resolved directly by the Company.
4. Service Restriction Measures
(1) To maintain smooth service operations and a healthy gaming environment, the Company may impose restrictions on users who disrupt gameplay or violate public morals.
(2) Violations of this Operation Policy may result in service restrictions. The Company will provide prior notification to the user before applying sanctions, except in urgent cases requiring immediate intervention where post-notification may be provided.
(3) Service restriction criteria following Operation Policy violations are outlined in the Sanction Criteria Table below:
[Sanction Criteria Table]
Sanction Period (Days)
| Violation Type | Details & Scope | 1st Offense | 2nd Offense | 3rd Offense | 4th Offense |
|---|---|---|---|---|---|
| Inappropriate Language (Manners Violation) | • Profanity, vulgarity, or obscene remarks • Sexual harassment or content provoking sexual humiliation • Hate speech, ridicule, or defamation targeting region, religion, race, gender, disability, etc. • Threats or ungrounded accusations • Spamming/flooding identical messages • Offensive text, initial-consonant acronyms, or clever spelling modifications | 3 Days | 7 Days | 15 Days | 30 Days (or Chat Ban) |
| Inappropriate Naming | • Violating Section 5 (Naming Policy) criteria ※ Character connection temporarily restricted & forced name change. ※ Repeated violations incur 'Inappropriate Language' sanctions. | Warning | 3 Days | 7 Days | 15 Days |
| Real-Money Trading (RMT) & Commercial Ads | • Attempting or executing account/item cash conversion • Advertising contact info in-game for trading • Trading items for cash/real-world goods/services • Commercial advertising for profit (1st Offense: Permanent Ban) • Proxy leveling/character care for monetary compensation | 3 Days (Ads: Permanent) | 15 Days | 30 Days | Permanent Ban |
| Gameplay Disruption | • Abusing game systems to intentionally hinder others' gameplay • Repeated disruption causing severe inconvenience/harm to players | Warning | 3 Days | 7 Days | 30 Days |
| Interference with Operations | • Submitting false reports that delay customer support • Falsely reporting innocent users or false account theft • Submitting support tickets with sexual harassment or profanity • Spreading unconfirmed false rumors or instigating disorder • Promoting gambling activities within the game | 1 Day | 3 Days | 15 Days | 30 Days |
| Account Theft / Hijacking | • Unauthorized access or theft of another user's account • Unlawfully acquiring another user's items/currency • Knowingly participating in account theft • Unauthorized payment using another's credit card/payment method | Permanent Ban | — | — | — |
| Bug Abuse / Exploiting | • Exploiting system errors/bugs for unfair gain • Causing harm to other users through abnormal methods. • Damaging game balance/system or earning benefits using errors. • Rigging or colluding in game/event outcomes ※ If you discover system exploits or abuse, you must report them through Customer Support. Users who obtain benefits from or spread such exploits without reporting them may also be subject to penalties. ※ If abnormal gameplay is detected, access to the account may be temporarily restricted for investigation purposes. ※ Depending on the severity of the violation, a permanent ban may be imposed as the first penalty. | 15 Days | Permanent Ban | — | — |
| Unauthorized Software (Illegal Programs / Hacks) | • Using illegal programs to cause server crashes/disruptions • Using or distributing unapproved third-party software/hardware • Modifying or tampering with game files/client data ※ Illegal programs refer to any software or hardware not authorized by the Company that enables abnormal gameplay beyond the scope of normal gameplay. ※ Repeated abnormal gameplay patterns facilitated by illegal programs may result in restrictions on access to the Game. | Permanent Ban | — | — | — |
| Personal Data Leakage | • Disseminating personal identification or private info of third parties ※ May be referred to law enforcement agencies based on severity. | Permanent Ban | — | — | — |
| Abnormal Gameplay (Macros / Botting) | • Gameplay patterns exceeding normal human manual operation • Utilizing unapproved macro tools affecting game balance/users • Sharing abnormal play methods ※ Users who share methods of abnormal gameplay with others may also be subject to penalties. ※ Users may be subject to penalties if their gameplay records indicate activity that falls outside the normal operation of the Game's systems. ※ Regardless of whether penalties are imposed or the activity was intentional, any in-game currency obtained through abnormal gameplay may be confiscated, and game data may be modified. | Permanent Ban | — | — | — |
| Gold Farm / Bot Network | The following actions are considered Gold Farming / Bot Networking: • Systematic/organized commercial game use (item farming, RMT) • Accessing multiple accounts from same device/IP range for profit, macro farming, or asset consolidation | Permanent Ban | — | — | — |
| Operator Impersonation | • Impersonating game operators, GMs, or Company staff • Using false posts, images, or credentials to deceive users | 15 Days | Permanent Ban | — | — |
| Fraud / Scam Attempts | • Deceiving players to acquire illegal in-game gain ※ Victims cannot receive item recovery, but perpetrator accounts face sanctions and potential legal investigation. ※ Fraud may result in a permanent ban upon the first offense. Depending on the severity of the case, the Company may refer the matter to the relevant law enforcement authorities for investigation. | 15 Days | Permanent Ban | — | — |
| Payment System Abuse | • Abusing payment platform refund or payment cancellation procedures • Distributing or sharing payment abuse techniques ※ Depending on the severity of the case, the Company may refer the matter to the relevant law enforcement authorities for investigation | Permanent Ban | — | — | — |
(4) The Company may adjust the severity of sanctions considering the contextual circumstances and overall impact on service stability.
(5) Users who commit three (3) or more violations of this Operation Policy will be deemed as causing operational interference and may face aggravated sanctions (3rd Offense level or higher). Operators may apply 2nd level sanctions or higher upon initial detection if deemed necessary to protect users.
(6) The Company may issue warnings and conduct active monitoring against users whose actions continuously disrupt game order or quality.
(7) The Company may collect internal logs, screenshots, and video recordings as evidence regarding violations.
(8) Even if an action is not explicitly listed in the Sanction Criteria Table, sanction measures may still be applied according to severity if the action violates the Terms of Service or applicable laws.
(9) Users subject to service restrictions may file an appeal through Customer Support within fourteen (14) days from the date of sanction application.
(10) In urgent situations requiring immediate investigation (such as bug verification, damage assessment, or policy violations), the Company may temporarily restrict account access for up to seven (7) days without prior notice before converting or releasing the restriction.
(11) All items, virtual currency, and data metrics obtained through violations of the Terms of Service or Operation Policy shall be confiscated or adjusted. Characters involved in acquiring such assets are subject to policy sanctions.
5. Naming Policy
(1) This Naming Policy applies to all names created by users in the Game, including character names, nicknames, guild names, and custom titles.
(2) Users are free to create custom names. However, names falling under any of the following categories may be changed or restricted without prior notice, and the Company bears no liability for resulting inconveniences:
- Names that cause discomfort, offense, or disgust to others
- Names containing profanity, slang, commercial advertising, or sexually suggestive content
- Discriminatory names based on race, gender, nationality, or explicit obscenity
- Anti-social names or names disparaging specific religions, regions, or groups
- Names violating relevant laws or accepted social norms
- Names impersonating or associated with the Company, the Game, or original intellectual property
- Names inducing real-money trading (RMT) of accounts or items
- Names misleading users into recognizing the user as an Operator, GM, or Helper
- Names infringing third-party trademarks, copyrights, or IP rights
- Names containing private personal information (phone numbers, account details, address, RRN)
(3) To ensure smooth service operations, the Company may reset or reassign names belonging to inactive accounts/characters/guilds under the following conditions. All other character data (level, items, paid currency) remains completely secure:
-
Character or account names that have not logged into the Game for six (6) consecutive months or longer.
-
Guild names where all members have been inactive for six (6) consecutive months or longer.
-
Names inactive beyond specific periods separately agreed upon or established for individual game services.
(4) Prior notice regarding inactive name reassignment (including scope, schedule, and criteria) will be announced at least thirty (30) days prior to execution via in-game notices or the official community.
6. Appearance Customization Policy
(1) This Appearance Customization Policy applies to all character visual configurations (face, hair, body shape, visual assets) set or created/distributed by users.
(2) Users are free to customize character appearances. However, visual configurations falling under the following categories may be restricted or altered without prior notice:
- Appearances causing severe discomfort or sexual humiliation under general social standards
- Appearances containing discriminatory elements regarding race, gender, nationality, disability, or age
- Anti-social appearances intended to defame, insult, or disparage specific individuals, groups, regions, or religions
- Appearances infringing or posing risks of infringing third-party intellectual property or portrait rights
- Appearances violating applicable laws or accepted social customs
(3) If appearance modification measures are executed under this section, the Company will notify users of the targets, schedule, and criteria at least thirty (30) days in advance via in-game notices or the official community.
7. Data Recovery Policy
(1) If game data (accounts, items, currency) is lost or modified due to technical errors attributable solely to the Company, data recovery will be conducted to the extent verifiable through objective server logs and data.
(2) Request Deadline (7 Days): Users must submit a recovery request via Customer Support (1:1 Inquiry) within seven (7) days from the date the incident occurred.
(3) Non-Recoverable Exceptions: Data recovery support is strictly excluded under the following circumstances:
- More than seven (7) days have elapsed since the incident occurred
- The inquiry was submitted through a proxy/third-party account rather than the affected account
- The loss occurred due to user negligence or failure to understand policies/announcements
- The loss resulted from normal gameplay, item usage, or content consumption
- Damage caused by inter-player fraud (victim accounts cannot receive item restoration, though perpetrator accounts face sanctions)
- The item or data does not exist in-game or cannot be verified through objective logs
- The account was deleted/withdrawn through normal account termination procedures
- Game access or data loss occurred due to Steam-side issues (account loss, termination, or Steam sanctions)
- Grounds corresponding to Company Exemption from Liability under the Terms of Service
(4) The Company may modify game services (including modification, adjustment, or deletion of characters, items, or content metrics) for operational, technical, or balance necessity. Changes will be pre-announced. In urgent cases (such as bug fixes, critical updates, or hardware failures), post-notice may be given, and separate data recovery is not provided.
8. User Disputes
(1) As a rule, the Company does not intervene in or arbitrate private disputes arising between users during gameplay.
(2) Even in private disputes, if an action inflicts harm or severe inconvenience upon an unspecified majority of users, policy sanctions may be applied.
(3) If user disputes disrupt overall game order or violate applicable laws, the Company may take swift and appropriate measures under this Operation Policy to protect innocent users and maintain a healthy game environment.
(Effective Date: October 19, 2026)