SOUL HEROES · OPERATION POLICY
Operation Policy
This document is a translation provided for reference. If it differs from the Korean original, the Korean original prevails.View the Korean original
Based on the Terms of Service, this Operation Policy explains the rules that must be followed in the game and the standards for the sanctions applied when those rules are violated.
01Purpose
This Operation Policy sets out the standards for specifically applying the "User Obligations and Prohibited Conduct" and "Restrictions on Use" sections of the Soul Heroes Terms of Service. So that all users can enjoy the game in a fair and pleasant environment, the operations team makes decisions and takes action in accordance with these standards.
02Scope
This policy applies to all in-game content (nicknames, clans, rankings, Mail, payments, etc.) as well as to coupons and customer inquiries on the official website.
03Types of Sanctions
- Warning: Notifies the user of the violation and advises that sanctions will become stricter if it happens again.
- Forced change: The operations team changes or deletes inappropriate nicknames, clan names, or posts.
- Temporary suspension: The user cannot access the game for a set period.
- Permanent suspension: The account can no longer be used to play the game.
- Revocation: Currency, items, Heroes, ranking rewards, etc. obtained through illicit means are revoked or reset.
04Sanction Standards by Violation
The standards below are examples for typical cases and may be made stricter or more lenient depending on the intent, scale, and extent of harm of the violation. Even a single violation may result in immediate permanent suspension if the harm is severe.
| Violation | 1st | 2nd | 3rd+ |
|---|---|---|---|
| Using illegal programs (macros, modification or hacking tools), or manipulating game data or network communications | Permanent suspension · Illicit gains revoked | ||
| Intentionally exploiting bugs or errors, or repeatedly using them despite knowing about them | 7-day suspension · Gains revoked | 30-day suspension · Gains revoked | Permanent suspension |
| Trading accounts, currency, or items for real money, brokering such trades, or sharing or selling accounts | 30-day suspension · Currency revoked | Permanent suspension | |
| Misappropriating another person's information, fraudulent use of payment methods, fraudulent refunds | Permanent suspension · Currency revoked | ||
| Impersonating the operations team or developers | 30-day suspension | Permanent suspension | |
| Profane, obscene, hateful, or defamatory nicknames, clan names, or clan posts | Warning · Forced change | 3-day suspension · Forced change | Suspension of 7+ days |
| Spamming, advertising, or interfering with other users' gameplay | Warning | 3-day suspension | Suspension of 7+ days |
05Accumulation and Reset
- Violations of the same type accumulate, and the next level of sanction is applied.
- If there are no further violations for 1 year from the date of the last sanction, the violation count is reset. Records related to permanent suspensions and illegal programs are not reset.
06Bug Reports and Rewards
If you find a bug or error in the game, please report it to Customer Support. Those who report it first, including steps to reproduce it, may receive a small reward depending on the report. Using the bug during the verification process after reporting it is not considered exploitation.
07Staff Impersonation and Account Protection
The operations team will never ask for your password, Google account information, or payment information, whether in the game or through external messaging apps. If someone impersonating the operations team asks you for such information, do not respond; please report it to Customer Support. Official announcements are made only through in-game notices and soulheroes.co.kr.
08Coupons
- Coupons can be redeemed on the Redeem Coupon page of the official website, and rewards are sent to your in-game Mail.
- Each coupon has a set usage period and quantity, and the same coupon can be used only once per account.
- Selling coupon codes or using automated tools to enter coupon codes at random is subject to sanctions.
09Game Operation Principles
- Maintenance is carried out, whenever possible, at times when few users are playing. Scheduled and emergency maintenance are announced through in-game notices and the News page.
- If maintenance or outages cause inconvenience, compensation may be sent to your Mail depending on the circumstances.
- Any change to the probabilities of probability-based items or to major content that is unfavorable to users will be announced before it takes effect.
10Appeals
If you wish to dispute a sanction, please send your game nickname, User Code, and the reason for your appeal to freeyang0318@gmail.com or through a Customer Support inquiry within 15 days of the date you were notified of the action. The operations team will review the case again and notify you of the result within 7 business days.