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Consumer Protection Policy

1. Account Theft & Hacking – Recovery Procedures and Liability

The Company prioritizes the security of user accounts, and users are also responsible for protecting their own accounts. Users are strongly encouraged to utilize available security features, such as changing their passwords regularly and enabling two-factor authentication (OTP) through the SNS account used to log in to our game. The Company may not provide protection for damages caused by violations of the Terms of Service, such as account sharing, transfer, or attempts at real-money trading. However, if the Company is found to have caused damage through intentional misconduct or gross negligence, the Company shall be liable.

In the event of account theft or hacking, the affected user must promptly report the incident to the official customer support center. Reports must be made by the account owner, and must be submitted within 7 days of the incident to allow for an effective investigation. Upon receiving a report, the Company will investigate using internal logs and other objective data to verify the incident and make every effort to restore any lost items or in-game currency. If the incident cannot be substantiated by objective evidence or the relevant item data does not exist in the game, restoration may not be possible. Additionally, losses due to the user's own negligence (e.g., sharing account credentials or not enabling security features) may not be eligible for recovery.

Verification and Recovery:
If account theft is confirmed, the Company will support recovery efforts as a matter of goodwill. If item theft or loss of paid currency is confirmed to have resulted from hacking, the Company will restore the account to its original state or provide appropriate compensation to the extent possible.

During the investigation, the Company may temporarily restrict access to the affected account or related accounts to prevent further damage. This is a necessary step to ensure thorough analysis and prevent escalation of harm. The user must submit a recovery request as soon as the incident is recognized and must refrain from logging into the account during the investigation period. To be eligible for recovery support, the SNS account used for login must have OTP or similar security services enabled. If the user refuses to enable security measures, recovery assistance may be limited.

False Claims:
The Company strictly prohibits false or malicious reports related to account theft or hacking. If a user deliberately makes a false report in an attempt to receive unauthorized compensation or harm another user, the account may be permanently banned. These measures are in place to protect all users and ensure the fairness of game operations.

2. Fair Game Operation – Handling Errors, Balance Issues, and Unfair Practices

The Company is responsible for maintaining a stable and fair game environment and will address operational issues quickly and consistently. All users are treated equally, and the Company does not grant advantages to specific users or engage in discriminatory practices. Game operation staff must enforce policies from a neutral and objective standpoint and are strictly prohibited from providing unauthorized benefits or information to specific users. This ensures that all players are treated according to the same standards and that any perception of unfairness is avoided.

Handling Bugs and Errors:
If a bug or error is discovered during the game service, the Company will verify and fix the issue as quickly as possible to minimize any resulting damage. Users are obligated to report bugs to the Company upon discovery, and any user who intentionally exploits or distributes a bug may be subject to sanctions. If technical errors result in the loss or alteration of character data or items, the Company may restore them if objective records (e.g., server logs) confirm the loss. However, losses due to the user's own mistake or already consumed in-game content may not be recoverable.

Service Downtime and Interruptions:
In the event of unexpected server downtime, the Company will compensate affected users appropriately. For example, if there is an unannounced outage, the Company may extend access time up to three times the length of the downtime. Scheduled maintenance exceeding its announced duration will also result in time compensation. If restoration or compensation through access time is not feasible, the Company may offer equivalent in-game currency, services, or refunds. Free services are not subject to compensation unless caused by intentional or gross negligence. Data loss during beta or test services is not eligible for recovery.

Game Balance and Operational Issues:
The Company regularly monitors and adjusts in-game balance. If any flaws cause disruption or unfair advantage, patches will be applied and improper gains may be rolled back. Users found exploiting such flaws may face sanctions. The Company does not provide early access or special benefits to specific users beyond officially disclosed content. If errors or unfair practices occur, users may file objections through support channels. Upon verification, the Company will promptly correct the issue and offer appropriate recovery or compensation.

Protection for Minor Users:
The Company complies with all relevant regulations to protect minors. These may include playtime restrictions and spending limits. Parental consent systems may also be provided to ensure safe usage by minors.

3. Paid Item Purchase & Refund Policy

The Company adheres to applicable laws and platform policies regarding purchases and refunds. Users may withdraw purchases within 7 days if the item has not been used. Refunds will be processed through customer support, typically within 3 business days. If delayed, statutory interest will apply. Refunds are issued through the original payment method, and documentation may be required.

Refund Restrictions and Exceptions:

• Used Content: Items that are consumed or take effect immediately upon purchase are non-refundable.
• Items Purchased with In-Game Currency: Items bought using virtual currency are not refundable.
• Free or Bonus Content: Complimentary items or rewards are not eligible for refund.
• Devalued Content: One-time use items or items with diminished value after use (e.g., loot box results) may not be refunded.

These exceptions will be clearly stated before purchase and align with the refund policies of major platforms like Google Play and Apple App Store. In some cases, refunds may be processed directly through the store. The Company will provide guidance as needed. In cases of duplicate charges, refunds will be processed promptly according to the relevant store or carrier's policy. Data or network charges are not eligible for refunds.

Protection for Minor Purchases:
If a purchase is made by a minor without parental consent, it may be canceled upon request by the user or their legal guardian. Verification documents may be requested. If prior approval was given or if the minor misrepresented their age, the refund may be denied. The Company also offers parental tools to monitor or block in-game purchases upon request.