Shot Online Global Operations Policy Revision

1. Definition of the Operations Policy
2. Roles of the Administrator
3. User Obligations
4. Policy on Handling Violations
5. Support for Damages and Losses
6. Account Restriction Policy
7. Community Guidelines
8. Abuse of Customer Support and Human Rights Violations

1. Definition of the Operations Policy
1-1. This Operations Policy has been established based on the Terms of Service in order to ensure the smooth operation of the Shot Online US service throughout its service period.

1-2. The purpose of this Policy is to maintain a minimum level of order within the game environment, where multiple users interact in a shared space, and to foster an enjoyable and healthy gaming culture.

1-3. In accordance with this Policy, issues arising within the game will be handled consistently and fairly.

1-4. This Operations Policy serves to supplement the provisions of the Terms of Service. Matters not specified herein shall be governed by the Terms of Service and generally accepted social standards. In the event of any conflict between this Operations Policy and the Terms of Service, the Terms of Service shall prevail to the extent that it does not violate applicable laws and regulations.

1-5. This Operations Policy may be amended for more efficient game operation. In the event of any changes, a notice will be posted on the official Shot Online US website (https://shotonline.gamescampus.com/) at least 7 days prior to the effective date of the changes.

2. Roles of the Administrator
2-1. Game administrators are individuals responsible for the management and operations of the game.

2-2. Game administrators will make every effort to respond to and process user reports and inquiries as promptly as possible.

2-3. Game administrators shall perform their duties fairly and without bias, regardless of personal relationships, emotions, or the status of the individuals involved.

2-4. When carrying out their responsibilities, game administrators shall objectively assess situations and make decisions based on reasonable and transparent judgment.

2-5. As the primary role of game administrators is to provide services to users, all duties shall be carried out with empathy, while always considering the user’s perspective and interacting with professionalism and respect.

2-6. Game administrators will never request a user’s account name, password, security question/answer, or any other personal account information through in-game systems such as whispers, mail, or chat.

2-7. Game administrators may enforce the provisions set forth in this Operations Policy against individuals or groups of users who violate the Policy.

2-8. Game administrators shall not provide any form of preferential treatment or special benefits to specific users.

3. User Obligations
3-1. Users must not use the Shot Online US game service (hereinafter referred to as the “Service”) for purposes other than its intended use, such as gameplay or entertainment, nor engage in any conduct that violates the Terms of Service or this Operations Policy.

3-2. Users are responsible for regularly checking the official Shot Online US website for notices and updates.

3-3. Users bear full responsibility for managing their own accounts and passwords.

3-4. If a user discovers a bug or error within the game, the user must immediately report it to the Company through the Shot Online US website and cooperate in resolving the issue.

3-5. Please be advised that the Company cannot provide any support for issues or damages arising from a failure to understand or comply with this Operations Policy. Therefore, all users are encouraged to carefully read and familiarize themselves with this Policy.

4. Policy on Handling Violations
In the event of any violation specified in this Policy, the Company may restrict access to the Service in accordance with Article 6, “Account Restriction Policy”.
How to Report: Shot Online US Website → SUPPORT → Direct Q&A

▶ Ticket Submission Guidelines
① Evidence related to violations will only be recognized if it has been directly collected by game administrators through in-game monitoring or submitted through a player report containing valid supporting materials (e.g., screenshots or video links).
② Tickets must include clear details of the incident along with evidence and the date on which the misconduct occurred. Tickets will be reviewed and processed in accordance with this Operations Policy.
③ Reports containing unclear chat logs or edited materials will not be accepted as valid evidence.
④ Only reports submitted within 7 days of the incident will be considered valid.
⑤ Please note that submitting false reports may result in sanctions against the reporting account.
⑥ Responses to submitted tickets will be sent to the email address provided at the time of ticket submission and can be reviewed there.

4-1. Chat and Communication Rules
Communication with other users and WEBZEN representatives is an essential part of the GamesCampus service and is hereinafter referred to as “Chat”. WEBZEN reserves the right to review, edit, or delete user chat content without prior notice. WEBZEN is under no obligation to monitor Chat, and participation in Chat is entirely at the user’s own responsibility. When participating in GamesCampus Chat, users must comply with the following:
① Transmitting or sharing sexually explicit images or other content deemed offensive by WEBZEN, as well as content that is illegal, harmful, coercive, provocative, inflammatory, defamatory, vulgar, obscene, hateful, racist, xenophobic, or otherwise objectionable.
② Disrupting the normal flow of Chat, such as causing the chat window to scroll rapidly so that others can no longer participate, or inserting macros containing excessive amounts of text that interfere with communication.
③ Engaging in conduct that negatively affects other users, such as disrupting chat flow or sending spam (unsolicited commercial messages).
④ Sending two or more unsolicited messages to other addresses or chat participants, commonly referred to as “spam”.
⑤ Posting another user’s personal information within GamesCampus services, related websites, or forums.
⑥ Engaging in stalking, coercion, exposure, harassment, or any conduct that causes unwanted attention or discomfort to other GamesCampus users or individuals.
⑦ Cheating during gameplay, including modifying program files.

4-2. Naming Policy
Users may be subject to sanctions for using inappropriate names or images for character names, guild names, or guild emblems, including but not limited to the following:
① Using another person's name with the intent to impersonate them
② Names containing profanity or otherwise offensive, insulting, vulgar, obscene, hateful, racist, xenophobic, or otherwise inappropriate expressions, including sexist or sexually suggestive languages
③ Names subject to third-party usage rights where permission has not been granted by the respective rights holder
④ Names intentionally imitating WEBZEN staff or WEBZEN itself (e.g., “WEBZEN” must not be included in a name)
⑤ Names of religious leaders or major religious figures
⑥ Names of prohibited individuals or organizations (e.g., Hitler, “Nazis”, Al-Qaeda)
⑦ Names associated with drugs, psychotropic substances, or criminal activities (e.g., heroin, cocaine, marijuana)
⑧ Names that do not fall under the categories above but may provoke inappropriate comments or situations in Chat or elsewhere
In addition, intentionally misleading spellings, alternative spellings used to circumvent these rules, or combinations of first and last names that violate this Policy are not permitted. WEBZEN reserves the right to review names and apply exceptions to the Naming Policy at its sole discretion

4-3. Attempts at Real-Money Trading
Users may be subject to sanctions if they engage in or attempt to engage in real-money or real-world transactions involving game items, cash items, characters, in-game currency, or accounts, including but not limited to the following:
① Exchanging or sharing personal information for the purpose of conducting monetary or real-world transactions
② Creating character names that imply an intention to engage in such transactions
③ Any records or logs indicating involvement in real-money or real-world transactions within the game

4-4. Promotion of Real-Money Trading Sites, Illegal Services, and Commercial Advertising
Promoting or advertising third-party products or services within the game is strictly prohibited. This includes the promotion of real-money trading websites, illegal private servers, or any form of commercial advertising, and violations may result in disciplinary action. Prohibited conduct includes, but is not limited to:
① Advertising websites related to real-money trading, illegal private servers, or other sites that may negatively impact the game environment
② Commercial promotional or advertising activities, including promises of unreasonable rewards, in-game items, or real-world goods

4-5. Use and Distribution of Unauthorized (Illegal) Programs
The use or distribution of programs other than the official client provided by Shot Online US (including server hacking tools, unauthorized software (”hacks”), or unauthorized modifications to client files) may result in severe penalties. Prohibited conduct includes, but is not limited to:
① Modifying the Shot Online US client program, hacking servers, or arbitrarily altering any part of the website
② Using the Service or website for unlawful purposes (e.g., distribution of pirated software or other illegal activities)
③ Using or distributing software developed by oneself or a third party that interferes with, modifies, relates to, or manipulates the Service or in-game content
④ Using or distributing software that infringes upon the intellectual property rights of others or the Company
⑤ Gaining advantages related to in-game assets or items through the use of unauthorized (illegal) programs
⑥ Discovery of game log records that cannot be reproduced through normal system operation
⑦ Continuous detection of fixed and repetitive gameplay patterns that cannot reasonably be explained through manual player activity
※ If a user is found using unauthorized (illegal) programs, sanctions may be applied to all related accounts, including accounts registered under the same identity or otherwise deemed associated.

4-6. Exploitation of Bugs and System Abuse
This refers to intentionally exploiting bugs or system vulnerabilities within the game to gain unfair advantages. If players discover bugs or other issues, they must immediately report them through the Customer Support page. Players must not exploit such information or share it with others. Failure to report known bugs while exploiting them for personal gain may result in sanctions against the relevant account under this Operations Policy.
※ If the violation is deemed severe, permanent suspension may be imposed even for a first offense.
※ Items or in-game currency obtained through bug or system exploitation may be recovered or deleted.
If unlawfully acquired items or funds are no longer found within the accounts of the offender or accomplices, the Company may seek financial compensation equivalent to the market value of the unlawfully obtained assets. If the offender or accomplices choose to return other items or assets of equivalent value (not obtained through unlawful means) instead of monetary compensation, the Company may recover such assets as substitutes for damages, regardless of the type or category of the assets.

4-7. Impersonation of Game Administrators
Impersonating a game administrator or Company staff within the game, particularly for the purpose of spreading false information or obtaining unfair advantages from other players, may result in disciplinary action. Prohibited conduct includes, but is not limited to:
① Pretending to be a game administrator in order to request personal information from other users (e.g., account ID, password, security question/answer, etc.)
② Pretending to be a game administrator in order to deliver or spread false information to other users
③ Using character names that imitate or appear to impersonate game administrators, Company staff, or the Company itself
※ Shot Online US game administrators will never request personal information such as account IDs, passwords, or security question/answers in-game. Users should ensure that such information remains known only to themselves and must never disclose it to others.

4-8. Disclosure of Personal Information
Disclosing another person’s personal information within the game (such as telephone numbers, location information, mobile phone numbers, addresses, etc.) may result in disciplinary action.

4-9. Abuse of Purchase Cancellations
Abusing the payment or refund process in order to gain unfair advantages may result in penalties in accordance with the sanction provisions set forth in Section 6-2 of this Operations Policy.

4-10. Other Violations
Even if not explicitly stated in this Operations Policy, conduct that violates the Terms of Service or generally accepted social standards may be subject to sanctions under this Operations Policy depending on the severity of the violation.

5. Support for Damages and Losses
5-1. Definitions
① “Account Theft” or an “Account Theft Incident” refers to a situation in which a user’s account ID and/or password is disclosed to a third party other than the account owner, resulting in damages, despite there being no negligence or breach in the security systems of either the Company or the user.
② “Fraud” refers to intentionally deceiving another user in order to obtain unfair or unjust benefits.
③ “Data Loss” refers to the loss of a user's character or related in-game data due to reasons other than hacking or account theft, including but not limited to power outages, fires, technical failures of the Company or third parties, or similar incidents. This includes cases where such data is completely lost as well as cases where it has been transferred to another party.
④ “Characters, etc.” collectively refers to game characters, cash items, in-game currency, virtual items, EXP points, or any other assets or records with economic value that a user has lost due to hacking, account theft, fraud, or data loss.
⑤ “Restoration” refers to the Company’s act of restoring a user’s lost “Characters, etc.” when the requirements set forth in the Terms of Service or this Operations Policy have been satisfied.
⑥ “Retrieval” refers to the Company’s act of removing or confiscating digital assets or items from a user's account.
⑦ “Abnormal Transaction” refers to the exchange of items without compensation or at values that are extremely disproportionate compared to standard market prices.
⑧ “Serious Violations” refers to hacking, account theft, operation of farming/bot accounts, use of macros, or any other exploitative conduct intended to unlawfully obtain in-game items or benefits.

5-2. Company Responsibilities
① The Company shall not be held responsible for incidents caused by account theft, incidents resulting from a member's failure to properly manage their account ID, password, or related information, or incidents arising from the exchange of accounts for money or goods.
② In cases of fraud, the Company shall not be held responsible for damages caused by a user’s negligence or incidents arising during real-money transactions.
③ The Company shall not be held responsible for “Data Loss”, except in cases where such incidents are caused by the Company’s intentional misconduct or gross negligence.

5-3. Restoration Policy  
① If “Data Loss” occurs due to the Company’s intent or negligence, restoration may only be provided if the incident is reported within 15 days from the date of occurrence through [Shot Online US Website → SUPPORT → Direct Q&A].
② However, restoration will not be possible in the following cases:
- If the report is submitted more than 15 days after the date of the “Data Loss”
- If the primary cause of the hacking, account theft, fraud incident, or data loss is the intentional act or negligence of the customer or a third party, even where the Company has intent or gross negligence
- If restoration is technically impossible due to the nature of the character, item, or in-game currency
- If the records from prior to the incident have been lost, making restoration impossible
- If the person submitting the report is not the account owner
- If the actual user of the account differs from the registered account owner

6. Account Restriction Policy
6-1. Enforcement of Service Restrictions
In order to ensure smooth gameplay and maintain a healthy game environment, users who violate the Operations Policy or Terms of Service may have their access restricted without prior notice.
① If any changes are made to this Policy, they will be announced in advance on the official Shot Online US Website.
② Disputes between users within the game must be resolved through mutual agreement between the parties involved, and game administrators will not intervene in or take action regarding such matters.
③ Users who repeatedly violate the Operations Policy in a manner that seriously disrupts gameplay or harms the integrity of the game environment, or who commit serious violations, may be subject to escalating sanctions.
④ The type and scope of restriction measures may vary depending on the severity of the violation.
⑤ In accordance with §10-b of the Terms of Service, users who commit “Serious Violations” may be permanently restricted from using the Service. In addition, all items, assets, currency points, or accounts (collectively referred to as “Items, etc.”) acquired, generated, or possessed through such Serious Violations may be recovered by the Company.
⑥ Any person who receives, attempts to receive, contacts, advertises, arranges, or solicits the receipt of “Items, etc.” generated or obtained through Serious Violations (including receiving them free of charge) may be permanently restricted from using the Service even upon a single occurrence.
Whether the recipient directly obtained the “Items, etc.” from the offender is irrelevant. This includes the following cases:
- Intentionally (or through gross negligence) acquiring “Items, etc.” generated or obtained through violations
- Trading “Items, etc.” through normal in-game trading methods but as abnormal prices significantly lower or higher than market value
- Acquiring such “Items, etc.” through transactions conducted outside the game
- Receiving such “Items, etc.” free of charge
⑦ Users who wish to object to sanctions imposed by the Company may submit a ticket through [Shot Online US Website → SUPPORT → Direct Q&A].
⑧ Appeals will only be accepted from the account subject to the restriction and must be submitted within 7 days from the date the restriction was imposed.

6-2. Description of Service Restrictions
① Temporary Suspension (e.g., 7-day or 15-day suspension) - The account will be unable to access the game for the designated period.
② Permanent Suspension - The account will be permanently prohibited from accessing the game service.

Scope	Category	1st	2nd	3rd	4th +	Description
Chat Related	Profanity and Defamation	3-Day Suspension	7-Day Suspension	14-Day Suspension	15+ Days Suspension	-
	General Spam Chat	3-Day Suspension	7-Day Suspension	14-Day Suspension	15+ Days Suspension	-
	Commercial Advertising	3-Day Suspension	7-Day Suspension	14-Day Suspension	15+ Days Suspension	Advertising or item trading websites may result in temporary or permanent restrictions without prior warning
	Real-Money Trading	Permanent Suspension				-
	Impersonation of Administrators	Permanent Suspension				-
	Spreading False Information	Warning Measures	7-Day Suspension	14-Day Suspension	Permanent Suspension	-
	Disclosure of Personal Information	Permanent Suspension				-
	Advertising Illegal Servers/Websites	Permanent Suspension				-
Inappropriate Names	Inappropriate Character Names/Guild Names	Recommendation or forced change of name			7-Day Suspension	-
False Reports	Submission of False Tickets	3-Day Suspension	7-Day Suspension	14-Day Suspension		-
Unauthorized (Illegal) Programs	Creation/Sale/Distribution/Use of Unauthorized (Illegal) Programs	Permanent Suspension				-
	Abnormal Gameplay Not Verifiable Through Logs	Permanent Suspension				-
	Use of Macros	Permanent Suspension				-
Exploitative Conduct	Exploitation of Bugs/System	30-Day Suspension	Permanent Suspension			Depending on the severity, a permanent restriction may be imposed even for a first offense
	Free Transfer of Exploited Items	30-Day Suspension	Permanent Suspension			Depending on the severity, a permanent restriction may be imposed even for a first offense
	Abnormal Transactions	Permanent Suspension				-
	Abuse of Payment Cancellations or Refunds	Permanent Suspension				-
Operation of Farming Accounts	Multi-Account Operation or Organized Exploitation of the Game	Permanent Suspension				-

6-3. Lifting of Restrictions
If your access has been restricted due to a violation of the in-game policies, please submit a ticket through [Shot Online US Website → SUPPORT → Direct Q&A].

7. Community Guidelines
This Operations Policy shall apply equally when using the community services (including forums), and posts may be managed in accordance with the following standards:
7-1. The community is a space where users share various types of information and communicate with one another.

7-2. All posts must align with the community’s purpose of “information sharing”, and posts that do not comply with this purpose may be removed without prior notice.

7-3. Posts containing impersonation of administrators, commercial or promotional content, real-money trading of IDs, items, or characters, links to unauthorized programs, defamation of others, dissemination of false information, profanity, or similar inappropriate content may be removed. Depending on the circumstance, sanctions may also be imposed on the user’s access to “Shot Online US”.

7-4. Posts may be removed under the following circumstances, and sanctions may be imposed on the relevant account ID depending on the severity of the case:
① Posts related to real-money trading of IDs or items, exchanges with other games, or account-sharing/account-assisted play services
② Posts containing insults or abusive language directed at administrators, defamatory content toward others, or spam/flooding posts
③ Posts impersonating administrators or spreading false information and rumors
④ Posts that defame or damage the reputation of other users or third parties
⑤ Posts containing content that violates public order or commonly accepted moral standards
⑥ Posts deemed related to or encouraging criminal activity
⑦ Posts infringing upon copyrights or other rights of the Company or third parties
⑧ Posts deemed to violate applicable laws, the Company’s Terms of service, or this Operations Policy
⑨ Advertising posts or posts containing profanity
⑩ Posts repeatedly containing identical or similar content that causes inconvenience to other users
⑪ Posting unauthorized programs or related links

7-5. The Company may take measures such as moving, editing, or deleting posts if deemed necessary for the operation of the community.

8. Abuse of Customer Support and Human Rights Violations
The following actions are considered violations of the human rights of customer support staff or acts that interfere with normal business operations:
① Engaging in inappropriate slander, insults, threats, or sexually offensive conduct for the purpose of disrupting customer support operations
② Repeatedly submitting identical inquiries or reports with the intent to interfere with normal operations
③ Any direct or indirect conduct that infringes upon the human rights of customer support staff or causes mental distress
※ Customer support includes all customer services channels, including email support and in-game inquiries.
※ If such conduct is identified, access to customer support channels may be restricted for a certain period of time.