Hello.
This is the Gravity Co., Ltd. Ragnarok Online: Zero Operations Team.
Some of GNJOY's operation policies will be changed.
We ask that customers familiarize themselves with the details below to avoid any inconvenience in use.
■ Effective Date: Monday, May 25, 2020
The details of the operation policy changes are as follows.
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■ Operation Policy Changes
Operation Policy
Before / After Changes
2. How to Report and How to Inquire/File an Objection
Before
2.1 How to Report If an issue arises that needs to be reported, please use the 1:1 Inquiry, select the category of the content you wish to report, and write the details of your report.
Depending on the content of the report, attaching reference materials or evidence will be of great help in processing the report.
We strive to respond to reported content within 3 business days; however, if additional time is required to verify facts or determine the cause, we will notify you of the situation in advance and respond as quickly as possible.
2.2 How to Inquire/File an Objection [Phone Consultation] Operating Hours: Monday~Friday (10:00~17:00) Phone Number: 1588-9897
[In-Person Consultation] Operating Hours: Monday~Friday (10:00~16:00)
2.3 Effects of Filing an Objection If an objection to a usage restriction is deemed reasonable, the Company will lift the usage restriction applied to the user, and for paid content held by the user, will extend the usage period by the amount of time that could not be used during the restriction period.
If extending the usage period is difficult, the Company will provide equivalent paid content or refund the usage fee for the period that could not be used.
After
2.1 How to Report If an issue arises that needs to be reported, please use the 1:1 Inquiry, select the category of the content you wish to report, and write the details of your report.
Depending on the content of the report, attaching reference materials or evidence will be of great help in processing the report.
We strive to respond to reported content as quickly as possible; however, if additional time is required to verify facts or determine the cause, we will notify you of the situation in advance and respond as quickly as possible.
2.2 How to Inquire/File an Objection [Phone Consultation] Operating Hours: (Weekdays) Monday~Friday 10:00~17:00 (Lunch break 12:30~13:30) Phone Number: 1588-9897
[In-Person Consultation] Operating Hours: (Weekdays) Monday~Friday 10:00~16:00 (Lunch break 12:30~13:30)
2.3 Notes on Inquiries In principle, for inquiries regarding update details, development direction, and other matters that cannot be disclosed due to the nature of the game, responses may be limited or not provided at all.
In particular, when conducting consultations via phone/in-person consultation or the inquiry function with the following types of content, consultation may not proceed in order to protect emotional laborers under the Occupational Safety and Health Act, and service use may be temporarily or permanently suspended depending on the case. Please refrain from using abusive language, threats, insults, sexual harassment, causing humiliation, or violating the dignity of GMs or phone consultants.
- Making inquiries or phone consultations containing abusive language, sexual harassment, causing humiliation, violation of dignity, or threatening expressions directed at GMs, phone consultants, or their family members
- Making inquiries or phone consultations that consist only of abusive language, sexual harassment, causing humiliation, violation of dignity, or threatening expressions unrelated to the game service
- Obstructing phone consultation operations through continuous abusive language, sexual harassment, causing humiliation, violation of dignity, or threatening inquiries
- Other conduct or speech that could cause serious direct/indirect mental harm to GMs or phone consultants, or that obstructs phone consultation operations
2.4 Effects of Filing an Objection If an objection to a usage restriction is deemed reasonable, the Company will lift the usage restriction applied to the user, and for paid content held by the user, will extend the usage period by the amount of time that could not be used during the restriction period.
If extending the usage period is difficult, the Company will provide equivalent paid content or refund the usage fee for the period that could not be used.
3. Post Policy
Before
Each GnJoy service homepage operates various types of boards to ensure smooth service use.
If a post uploaded by a user on each service homepage falls under or is similar to the following types, the Company may delete, modify, move, or refuse to register the post without prior notice, and service use will be temporarily suspended in accordance with the usage restriction policy.
- Posts containing obscene language, profanity, etc. that cause discomfort to others
- Posts with vulgar content or blind spamming
- Posts related to account trading or sharing
- Posts mutually slandering others or defaming companies
- Posts promoting individuals or companies unrelated to the game
- Posts impersonating GMs or company staff
- Posts spreading baseless false information
- Posts intended to disrupt service or operations
- Posts sharing programs that manipulate the game client or other types of game hacking programs
- Posts containing content that violates relevant laws
After
Each GnJoy service homepage operates various types of boards to ensure smooth service use.
If a post uploaded by a user on each service homepage is judged to fall under or be similar to the following types, the Company may delete, modify, move, or refuse to register the post without prior notice, and may temporarily or permanently suspend service use in accordance with the usage restriction policy.
- Posts containing obscene language, profanity, etc. that cause discomfort to others
- Posts with vulgar content or blind spamming
- Posts related to account trading or sharing
- Posts mutually slandering others or defaming companies
- Posts promoting individuals or companies unrelated to the game
- Posts impersonating GMs or company staff
- Posts spreading baseless false information
- Posts intended to disrupt service or operations
- Posts sharing programs that manipulate the game client or other types of game hacking programs
- Posts that infringe on copyright
- Posts containing content that violates the Terms of Service or relevant laws
- Posts unrelated to the nature of the board or that undermine the community
- Posts demanding that the Company additionally post content designated by the user for the user's personal benefit
- Posts that commercially use information obtained through the service, such as arbitrarily processing or selling such information
4. Account Theft and Payment Fraud Policy
Before
4.2 If damage occurs due to account theft in the use of GnJoy services or unauthorized use by a third party, please be sure to check the [Account Theft Guide Page] and report it via 1:1 Inquiry.
If 15 days have passed since the account theft damage occurred, it becomes difficult to verify the details of the damage, so we will not be able to assist. If you confirm account theft damage, please report it immediately.
Once a report is properly received, the account will be temporarily and permanently restricted for investigation and recovery, and after the investigation and recovery are complete, you will be able to use GnJoy services normally.
After
4.2 If damage occurs due to account theft in the use of GnJoy services or unauthorized use by a third party, please be sure to check the [Account Theft Guide Page] and report it via 1:1 Inquiry.
Reports of account theft damage can only be made for accounts that are not currently under usage restriction. If the account related to the account theft is permanently restricted, a report of account theft damage can only be made once it is objectively confirmed that the account is unrelated to the account theft.
The period during which the Company can assist with all matters related to account theft damage suffered by a user is limited to within 15 days based on the log data of the date the damage occurred.
If more than 15 days have passed based on the log data, it becomes difficult for the Company to verify the details of the damage, so we will not be able to assist.
If you confirm account theft damage or become aware that an account theft issue has occurred, please report it immediately via 1:1 Inquiry.
If you need guidance or assistance regarding an issue related to account theft, you can receive detailed guidance by undergoing the account user identity verification process and then submitting a 1:1 Inquiry.
Once a report of account theft damage is properly received, the account may be temporarily and permanently restricted for investigation and recovery, and after the investigation and recovery are complete, you will be able to use GnJoy services normally.
5. Usage Restriction Policy
5.1 Basic Usage Restriction Policy
- Even for matters not listed in this Operation Policy, if an act violates the Terms of Service or relevant laws, a corresponding usage restriction may be applied according to the nature and severity of the act, and the standard for usage restriction shall follow this Usage Restriction Policy.
- If a usage restriction is applied due to a violation of the Terms of Service or Operation Policy, some information regarding the restricted service (such as account and character information) may be disclosed through the relevant service board.
5.2 Penalty Point Standards by Post Violation Type (Before)
| Category | Detailed Violation | Penalty Points |
|---|---|---|
| Post Violation | Registering posts containing abusive language or profanity | 100 |
| Continuously and repeatedly posting the same post | 100 | |
| Registering posts advertising illegal (harmful) websites or commercial advertisements | 100 | |
| Registering posts that harm public morals | 100 | |
| Spreading posts containing false information | 100 | |
| Leaking and disclosing others' personal information | 500 | |
| Registering posts that infringe on copyright | 300 | |
| Registering posts that violate relevant laws | ||
| Impersonating GM or Company Staff (Impersonating Acquaintance) | Using a post to impersonate a GM or company staff, or to impersonate an acquaintance relationship with such staff | 150 |
| Real Money Trading (Attempt) | Using a post to trade items, etc. for cash or goods, or attempting to do so | 100 |
| Auto-hunting, Game Hack Programs, and Bug Distribution | Advertising auto-hunting or game hack programs through posts | 500 |
| Advertising auto-hunting or game hack programs through posts | 500 | |
| Distributing exploitable bugs through posts | 700 |
5.2 Penalty Point Standards by Post Violation Type (After)
| Category | Detailed Violation | Penalty Points |
|---|---|---|
| Post Violation | Registering posts containing abusive language or profanity | 100 |
| Continuously and repeatedly registering similar or identical posts, or blind spam posts | 100 | |
| Registering posts advertising illegal (harmful) websites or commercial advertisements | 100 | |
| Registering posts that harm public morals | 100 | |
| Spreading posts containing false information | 100 | |
| Registering posts that do not match the intended use of the board | 100 | |
| Registering posts demanding that the Company additionally post content designated by the user for the user's personal benefit | 100 | |
| Registering posts that infringe on copyright | 300 | |
| Registering posts intended to disrupt service or operations | 300 | |
| Registering posts that commercially use information obtained through the service, such as arbitrarily processing or selling such information | 300 | |
| Leaking and disclosing others' personal information | 500 | |
| Registering posts that violate relevant laws | 700 | |
| Impersonating GM or Company Staff (Impersonating Acquaintance) | Using a post to impersonate a GM or company staff, or to impersonate an acquaintance relationship with such staff (regardless of authenticity) | 150 |
| Arbitrarily modifying the content of an official Company notice and registering it as a post that could be mistaken for a Company-written notice | 150 | |
| Real Money Trading (Attempt) | Using a post to trade items, etc. for cash or goods, or attempting to do so | 100 |
| Auto-hunting, Game Hack Programs, and Bug Distribution | Advertising auto-hunting or game hack programs through posts | 500 |
| Distributing auto-hunting or game hack programs through posts | 700 | |
| Distributing exploitable bugs through posts | 700 |
5.4 Consultation Service Usage Restriction Standards (After)
| Category | Detailed Violation | Penalty Points |
|---|---|---|
| Phone Consultation and 1:1 Inquiry (Including In-Person Consultation) | Using abusive language or profanity toward GMs, phone consultants, or their family members | 1st: 200 2nd: 800 3rd: 900 4th: Permanent Usage Restriction |
| Using sexually humiliating expressions or sexual profanity toward GMs, phone consultants, or their family members | ||
| Violating the dignity of or making threatening expressions toward GMs, phone consultants, or their family members | ||
| Engaging in conduct or speech that could cause serious direct/indirect mental harm to GMs or phone consultants | ||
| Using abusive language, sexual harassment, causing humiliation, violation of dignity, or threatening expressions unrelated to the game service | ||
| Obstructing consultation through continuous abusive language, sexual harassment, causing humiliation, violation of dignity, or threatening inquiries | ||
| Repeatedly making the same inquiry after having heard the answer from a phone consultant, or repeatedly making inquiries unrelated to the consultation, thereby obstructing consultation for other users |
※ This usage restriction includes usage restrictions across all GnJoy games and the termination of the consultation in progress.
5.4 Usage Restriction Standards by Accumulated Penalty Points (Before)
| Accumulated Points | Restriction Period |
|---|---|
| 0 or more ~ less than 300 | E-Mail Warning or Verbal Warning |
| 300 or more ~ less than 500 | 3-Day Restriction |
| 500 or more ~ less than 700 | 7-Day Restriction |
| 700 or more ~ less than 900 | 15-Day Restriction |
| 900 or more ~ less than 1000 | 30-Day Restriction |
| 1000 or more | 60-Day Restriction |
※ Warning measures are conducted via the E-mail registered by the user at the time of sign-up. ※ Example of Penalty Point Accumulation
- Ragnarok Post Violation (100 points), Ragnarok Post Violation (100 points) = 100 points each awarded separately
- Ragnarok Post Violation (100 points) + Ragnarok In-Game Violation (100 points) = 200 points awarded
5.5 Usage Restriction Standards by Accumulated Penalty Points (After)
| Accumulated Points | Restriction Period |
|---|---|
| 0 or more ~ less than 300 | E-Mail Warning or Verbal Warning |
| 300 or more ~ less than 500 | 3-Day Restriction |
| 500 or more ~ less than 700 | 7-Day Restriction |
| 700 or more ~ less than 900 | 15-Day Restriction |
| 900 or more ~ less than 1000 | 30-Day Restriction |
| 1000 or more | 60-Day Restriction |
※ Warning measures based on accumulated penalty points are basically conducted via the E-mail registered by the user at the time of sign-up, or may be given verbally during phone or in-person consultations. ※ Example of Penalty Point Accumulation
- Ragnarok Post Violation (100 points), Ragnarok Post Violation (100 points) = 100 points each awarded separately
- Ragnarok Post Violation (100 points) + Ragnarok In-Game Violation (100 points) = 200 points awarded
Thank You.
Gravity Co., Ltd. Ragnarok Online: Zero Operations Team