AIKA Global Service Guidelines
1. Description of Aika Service Guidelines
This document will serve as the general or basic rules and guidelines that customers of this game will follow and GMs (Game Masters) have a thorough knowledge thereof.
The Aika Global team will state or list down the following guidelines for the players to read and understand. Should there be any case not stated in these guidelines then the GMs shall have full discretion and authority in resolving such issues.
The Aika Global Operations Policy may be changed at any time without prior notice to the users. The user shall be held responsible for checking for any changes to the policies. If the user continues to use the Service after we post changes to these Terms of Use, then they are signifying their acceptance of the new terms.
2. Users Obligation and Rights
Duties of the Customer
The users are required to read and understand the guidelines, conditions, and follow policies that govern the game in order to have a balance and orderly game community. If they fail to fully understand the policies, then they shall be held fully responsible to any consequences that may happen.
The user needs to immediately report game errors and other game play issues and submit them to the GMs. The users are not allowed to pass this information to other users through any means in order to avoid the abuse of such bugs or errors.
Account security--whether it is password protection, running virus checks, disabling file sharing, disabling third-party programs, or any other means of safeguarding your accounts, is the sole the responsibility of the account owner. Users are to be held responsible for their own accounts.
Any and all non-game related trades are strictly prohibited. A list of possible violations and sanctions can be found on this link (Sanctions and Violations).
Players are obliged to respond to any GM’s inquiries and requests in-game or through Q&A. The cooperation of the players is highly desirable. Please note though that GMs will never ask for your username and password.
Players sending inquiries through our Q&A section (if deemed necessary) need to send us complete and authentic information regarding their account. In case there are anomalies or discrepancies regarding the account information then certain requests such as those that require the submission of accurate user information may not be processed (e.g. hack cases).
Rights of Customers
In the event that a user experiences events that causes negative effects to the user’s gaming experience (including bugs), then he/she has the right to report such incidents to our customer support for consultation.
Players may ask for in-game assistance for consultation depending on the severity of the situation. The in-game consultation schedule for GMs can be found at the Consultation Request.
3. GMs' Role
This section provides an overview of the duties and responsibilities that GMs have for the users of Aika Global’s service.
The GM’s main role is to ensure that the users have a safe and enjoyable gaming experience. GMs are to shall be impartial in their interactions with the users and shall show no preference for any player, faction, legion, nation, or anything else. Everyone is to be treated equally by the GMs.
GMs will not provide users with any items or services unless these are a part of an official event or as otherwise outlined in our service guidelines.
The gaming conditions are multifaceted and unpredictable due to the users all being from different cultures. Conflicts may happen because of these differences and thus the GMs serve as mediators in order to solve any issues that may arise.
GMs will not, under any circumstances, ask for your password.
4. Game Master Interaction Policy
This section details how players are supposed to behave when interacting with GMs or any other personnel of T3FUN.
These are unacceptable behavior when interacting with GMs or other T3FUN personnel.
o Impersonating a GM or other T3FUN personnel.
o Defrauding or Attempting to Defraud a GM or other T3FUN personnel.
o Disobeying or Ignoring GM Instructions.
o Harassing GMs or other T3FUN personnel through any means.
o Excessive use of Abusive Language towards the GMs or other T3FUN personnel.
5. Naming Policy
Our policies regarding character, pran, legion, and all other names applicable in-game and in our forums are outlined here. Should a name violate any of our rules, then our sanctions outlined below shall apply.
Please note that GMs will not entertain name change requests.
Accounts, characters, and guild names shall be found in violation of the Policy if the names chosen fall under the following categories:
5.1 Racism
Names that would direct prejudice or animosity, or have negative connotations against people who belong to other races, ethnicities, or nationalities.
5.2 Sexuality and Sexual Orientation
Names that reference sexual body parts or acts, or have any negative sexual connotations including those about people’s sexual orientation.
5.3 Religious Issues
Names that have negative religious connotations. Names that are about major religious figures.
5.4 Extreme Violence and Crime
Names that reference violent real-life acts or crimes.
5.5 Obscene/Vulgar/ Inappropriate
Names that portray sexually explicit material, inappropriate reference to human anatomy, reference to illegal drugs or activities, or names that would be inappropriate in the gaming community.
5.6 Harassing or Defamatory
Names that insultingly refer to Aika Global Personnel, other players, or other people in game or in real life.
5.7 Advertising
Names that promote businesses, websites, organization, and products that are not related to Aika Global.
6. Q&A Consultation
Q&A requests can be done through Aika Global Website, email, and in-game with a GM.
There will be instances that players need to submit certain information to verify certain account or user details if it is deemed necessary.
Please note that any Aika Global personnel will NEVER ask for your password.
6.1 Website Q&A Consultation
Customers can expect to receive one on one support with our Aika Global Support team
Customers can expect an immediate answer regarding their inquiries except for Hack, Scam, and Lost item cases which need further information to be processed.
6.2 Hack, Scam, Lost Item Cases
Hack, Scam, and Lost Item cases need users to submit required account information for verification and case details to Customer Support. This may take about 24-48 hours upon initial submission of information before case resolution. Please see the next section for more information about our policies regarding such cases.
6.3 In-Game Consultation
After logging in to our Customer Support live-chat, you may need to wait for a GM to assist you.
For inquiries about most game play related issues the player can expect an immediate answer.
In cases of Hack, Scam, and Lost items case the player will need to go to our Customer support to file his/her case for proper processing.
7. Possible Game Play Scenarios
This section details our policies regarding various scenarios that may occur and affect our users while using our services. This includes accidental item disposal, scam cases, and hack cases.
7.1. Item Disposal
7.1.1 The user is responsible for any mistake that they have made and thus any item that has been deleted by accident shall not be restored.
7.1.2 The players are responsible for whatever amount they set when selling their items in their personal shops, auction house, and item trades. Any mistake that players make shall not be eligible for retrieval or restoration by the GMs.
7.2. Scam Cases
The word “scam” means to intentionally mislead others hence, in the gaming community, scamming is the deliberate misleading other players for personal gain. Players are required to thoroughly check all their transactions in order to avoid being scammed.
7.2.1 Scamming through impersonation of known personalities, other players, and GMs shall be processed if scam victims have submitted evidence of such an act. (Screen shots of the scam together with the chat log would greatly aid in the investigation.)
7.2.2 Trading and auto trading in which scammers place gold amounts lower than the required amount. Players are required report the event immediately. (Screen shots of the scam together with the chat log would greatly aid in the investigation.)
7.2.3 Real money trades are prohibited, therefore cases of scamming through real money transactions will not be entertained.
7.2.4 Cross-Server / Cross-Nation Trades are strictly prohibited and thus will not be entertained.
7.2.4 Gold to Premium Item Gift Trades are also not supported and will not be entertained. Transact at your own risk.
7.2.5 Scammers will be reprimanded accordingly. Gold and item(s) involved in the case will only be returned for first time victims. Scammed items will only be returned in succeeding situations if the scamming incident successfully pushed through due to a proven bug in the game system.
7.3 Hack Cases
Is defined as illegal or unauthorized accessing of other player’s accounts in order to steal, delete, or waste items, gold, honor points, or any other virtual property, jeopardize any facet of the original user’s account such as deleting characters and guilds, or participating in any other action that is detrimental to that user’s account and/or person.
Hack cases are very sensitive issues and are processed with utmost care. The users are held liable for the security of their accounts and are expected to never share their passwords and PIN, not even to GMs. Always remember that GMs will never ask for your password.
Should any player find out that they were hacked, they should immediately submit a report to the GMs. The guidelines for reporting are outlined in our “Processing of Reports” section below.
Users shall be granted a 1 week grace period after their discovery of the hacking to report their case. Reports of hacking after that amount of time shall not be entertained.
Our policies on specific cases are outlined below:
7.3.1 Impersonating GM characters
The GMs will never ask for your password, either in-game or through email. Should you find anyone asking for such sensitive account information, then it is advisable that they be reported to us immediately.
7.3.2 Purchased or Traded Account
Accounts that were obtained from other players through illegal trades shall not be entertained in case they get hacked.
7.3.3 Shared Accounts
For everyone’s security we highly prohibit the sharing of accounts. If the investigation shows that the account of the hack victim is shared then the case will be disregarded.
7.3.4 Illegally Purchased Accounts
Accounts that once belonged to another player which were purchased by the current user through any means will not be entitled to our services regarding hack cases.
7.3.5 Using 3rd Party Applications
This section details our policies regarding the use of applications not authorized by the game or its publisher. Applications such as Bot tools, speed hacks and the like are strictly prohibited. Players found to use such software shall receive heavy sanctions.
7.3.6 Sanctions for Hackers
Account hackers who were proven to have hacked another player’s account shall be permanently banned. Any account involved with the hacker which contains or once contained hacked items shall also be permanently banned.
7.4 Honor Farming Echange / Honor Sharing
This is being in agreement with someone from another nation to kill each other repeatedly for honor points and/or making new accounts, placing them in a PVP channel and repeatedly killing it to gain honor.
7.5 Billing Issues
7.5.1 Chargeback scam
Chargeback scam is when the user purchases products or services and attempts to get a refund or chargeback even though they have received said products or services. Any user who is suspected to have or have committed chargeback scams shall be permanently banned.
7.5.2 Credit Card Fraud
Credit Card Fraud is defined as any form of theft, fraud, or any other illegal transactions using a credit card or any similar forms of purchase and payment. T3Fun Reserves the right to block any account suspected of credit card fraud. Credit card fraud is punishable by a permanent ban and whatever rules apply to that user’s county of origin.
8. Providing Service
This section details what services the GMs are allowed to provide for the players. The GMs duties include answering player inquiries, generating enjoyable events for the users, and settle player disputes if necessary.
8.1 Consultations
GMs and Customer Service personnel shall entertain player’s questions regarding various topics about the gameplay, events, policies, or anything else about Aika Global. Aika Global Personnel shall not divulge any personal information about themselves or any third party.
GMs shall address player’s questions through live chat, in-game, email, or in real life events if applicable.
8.2 In-game, Forum, Real-life, and Other Events
GMs shall inform players of upcoming events through in-game announcements, forums, website, email, or through other forms of media.
GMs shall moderate and facilitate events in-game, forums, or in real life.
8.3 Player Disputes
8.3.1 GMs or any other Aika Global Personnel shall not interfere with player disputes and conflicts unless:
o The parties involved use inflammatory language with negative racial, ethnic, national, religious, sexual, pornographic, or simply vulgar connotations.
o There is spamming and/or trolling through public forms of chat.
o There is GM or other player impersonation.
o There are false accusations and falsifying information.
o There is use of illegally accessed accounts.
o There is harassment and/or griefing.
8.3.2 GMs may intervene in player disputes if deemed necessary.
8.4 Ensure a Safe and Enjoyable Game Environment
GMs shall monitor the game world to ensure that all aspects of the game are fair for all.
The GMs shall patrol the game world in order to remove abusive players who use illegal or unauthorized means to gain an unfair advantage in the game. These include bot users, speed hack users, and other such persons.
GMs shall also place sanctions on abusive players that cause harm to others in the game.
9. Processing of Reports
This section details what steps users should take when they are reporting hack, scam, or lost item cases.
Hack cases, Scam cases, and Lost items
1. Use the live-chat feature in the Aika Global website to file a report about the hack, scam, or lost item case.
2. The customer service representative shall ask for certain required information to process your hack, scam, or lost item case.
o Please make sure that you are logged on to the correct website.
o GMs and other Customer service personnel shall never ask for your password.
3. Players shall receive an update after 24-48 hours. Such time is necessary to conduct a proper investigation of the case at hand.
10. Recovery
These are our policies regarding the recovery of items and characters for various situations. Our policies regarding most common cases are outlined here.
9.1 Equipment
Weapons, armors, accessories, and other gears will be returned with their original enchantments but any refinements made to the equipment will be removed.
9.2 Gold
GM’s will return the gold for each character in the account. The gold returned will be based on the logs and players’ amount estimation.
9.3 Items
All consumable items will not be restored, with the exception of premium consumable items. (e.g. NPC-bought potions and pran food)
Items like C-type Pellurites and Rubicines and Enchantment Crystals will be restored.
Below C-type Pellurites and Rubicines, as well as Auralars and Athlons cannot be restored to the players.
Quest items shall not be restored. These can be regained by abandoning their corresponding quests and reacquiring those quests. Only quest items unattainable by using the method stated shall be restored.
9.4 Cash Shop Items/ Premium Items
All premium items that the user has purchased will be restored, including premium consumable items. This does not, however, include items accidentally deleted, although exceptions can be made depending on the GMs’ discretion.
9.5. Bank Items
All items inside the bank will be restored unless otherwise stated. Please refer to section 9.3 and 9.4.
9.6 Character Deletion
On the event of character deletion due to hack cases, the deleted character(s) will be restored.
Character levels will be restored.
The player’s prans as well as its corresponding levels will be restored.
All items and equipment inside the pran inventory will be restored unless otherwise stated in sections 9.3 and 9.4.
In case the character and pran names of deleted characters have already been taken, the player is required to submit a new character and pran name for restoration.
9.7 Scam Cases
9.7.1 Equipment
Weapons and Armor will be returned with their original reinforcement and enchantments provided there is enough evidence to support the scam case.
9.7.2 Items and Gold
Items and gold shall be returned provided there is enough evidence to support the scam case.
9.8 Item lost due to technical Issues
All items and equipment lost due to server technical issues will be restored.
Non-consumable items/refining/enchantment will be restored.
11. Submissions Policy
Any and all materials submitted to T3FUN through any and all possible means shall become the sole property of the company. T3FUN shall own exclusive rights, including all forms of intellectual property rights, to submitted material and shall have unrestricted use of these for any purpose, whether commercial or otherwise, without any acknowledgment or any form of compensation to their original creators.
12. Violations and Sanctions
The table below lists in-game violations and their specific sanctions. This is to discourage and prevent abusive and harmful behavior in-game.
Such sanctions shall only be given provided that there have been enough evidence to merit punishment. Should there be any mistake in handing sanctions players are allowed to make an appeal for their defense.
Category | Offense | Sanction | ||
1st offense | 2nd offense | 3rd offense | ||
Harassment cases | Minor Profanities | Warning | 6 Hour Chat Block | Permanent Ban |
Major Profanities | 1 Hour Chat Block | 1 Week Ban | Permanent Ban | |
Spamming | 24 hour chat block | 1 Week Ban | Permanent Ban | |
Racial, sexual, religious, derogatory remarks | 24 hour chat block | 1 Week Ban | Permanent Ban | |
Willful disturbance and interruption of another player's gaming experience (a.k.a. "Griefing") | 3 days ban | 1 Week Ban | Permanent Ban | |
Advertising Illegal Trades/Gold Selling | Account Termination | |||
Inappropriate name | Warning and request to delete character/pran/legion | After 3 days, if player refuses to cooperate, account will be blocked. | ||
Trade Scam Cases | Trade Deception | 1 week ban | Account Termination | |
Refusal to cooperate with GMs | Warning | 1 week ban | Permanent Ban | |
Illegal/Real Money Trades | Trading accounts, items, gold for real cash or in-game gold, items, or accounts. | Account Termination | ||
Game Abuse | Abuse of bugs and errors to gain an unfair advantage over other players. | Warning | 3 Days Ban | Permanent Ban |
3rd Party Software | Use of any 3rd party software like Bots or hacking programs. | Permanent Ban | ||
Impersonation | Copying a GM name to deceive other players | Permanent Ban | ||
Using or imitating another player's name to take advantage of or deceive other players. (e.g LM,Archon, etc.) | Warning | 1 week ban | Permanent Ban | |
Advertisements | Advertising gold selling websites. | Account Termination | ||
Advertising illegal 3rd party programs. | Permanent Ban | |||
Advertising malicious websites. | Warning | 1 week ban | Permanent Ban | |
Posting non related forum advertisements. | Warning and post deletion. | Permanent Ban | ||
Honor Farming Exchange / Honor Sharing | Being in agreement with someone from another nation to kill each other repeatedly for honor points | 24 hour account ban and deletion of 1 Honor item (If no item, deletion of ALL Honor Points) | 1 week ban and deletion of ALL Honor items and points | Permanent Ban |
Account Hacking | Unathorized access of someone else's account | Permanent Ban | ||
Credit Card Fraud / Charge Back Scam | Billing issues | Permanent Ban | ||
False Reporting | Reporting any incident or case that never happened | 1 month Account Ban | Permanent Ban | |
Other Cases | Special cases that were not mentioned will have corresponding sanctions as deemed fit by the GMs. | |||
