# CALIVERSE Service Policy

**Article 1. Basic Policy**

① This CALIVERSE Service Policy (hereinafter referred to as the "Service Policy") is established based on the matters delegated by CALIVERSE Corporation (hereinafter referred to as the "Company") in the CALIVERSE Terms and Conditions, with additional detailed provisions to regulate its operations.

② The Company endeavors to provide rapid and consistent CALIVERSE Metaverse and related services (hereinafter referred to as "CALIVERSE Services" or "Services") and to protect members using the Service Policy. It also provides guidance on the basic contents of the Company's member services that members need to know while using the Services.

③ The Company may revise this Service Policy for the smooth provision of services. When the Company revises the Service Policy, it will notify members at least 7 days prior to the effective date through the method specified in Article 8 of the Terms and Conditions(Notice to Members), including the effective date and revised contents. However, in case of changes that are disadvantageous to members or significant changes, the Company will announce them at least 30 days in advance.

④ Matters not specified in the Service Policy shall be governed by the Terms and Conditions, Privacy Policy, relevant laws, and general customs.

\[[CALIVERSE Terms and Conditions](https://calidocu.gitbook.io/CALIVERSE-documentation/rules/CALIVERSE/terms-and-conditions/CALIVERSE-terms-and-conditions)]

### Article 2. Rights and Obligations of Members <a href="#article-2.-rights-and-obligations-of-members" id="article-2.-rights-and-obligations-of-members"></a>

① Members agree to the Terms and Conditions and Service Policy, acquiring the right to use the content provided by CALIVERSE.

② Members can seek guidance on resolving difficulties during the use of CALIVERSE content by utilizing the \[1:1 Inquiry] on the member support page.

1. The Company strives to provide factual and constructive responses to general, suggestions, bug reports, and similar inquiries within 48 hours.
2. However, for certain types of inquiries that require investigation, such as reports, identity theft, or recovery inquiries, responses may take up to 15 days.&#x20;

③ Members should not engage in behavior that goes against societal norms while using CALIVERSE, especially actions that disrupt or harm the use of others, and they cannot avoid responsibility in such cases.

④ Members must make every effort to protect the information of their accounts. Furthermore, if a member exposes any part of their information to a third party through transfer, lending, selling, etc., they will be responsible for all resulting losses and damages.

⑤ If a member encounters any abnormal operation of any form of software during service usage (bugs, abuse, etc.), they must report it to the Company and cease using the abnormal operation until the Company has completed its handling.

### **Article 3. Rights and Obligations of the Company** <a href="#article-3.-rights-and-obligations-of-the-company" id="article-3.-rights-and-obligations-of-the-company"></a>

① The Company complies with the CALIVERSE Terms and Conditions, Service Policy, and Privacy Policy.

② The Company has an obligation to provide an environment where members can use CALIVERSE services stably.

③ The Company must establish a healthy digital content usage culture, protect minors from harmful information, and take appropriate measures to prevent the infringement of members' rights.

④ The Company has an obligation to protect the personal information of members it holds (personal information, account information, etc.). The Company will not use or disclose members' personal information beyond the collection purpose, except when there is a lawful request from a judicial agency, within the scope of that obligation.

⑤ The Company responds as kindly and promptly as possible to member inquiries and requests. However, for information related to CALIVERSE that is publicly known or cannot be disclosed due to future updates and characteristics, limited responses may be provided, or no response may be given.

⑥ The Company operates from a neutral standpoint and does not intervene in disputes between members. However, in cases where disputes between members violate this Service Policy or make normal operation difficult, the Company may review the matter from a neutral standpoint and take necessary measures.

⑦ The Company may temporarily or completely suspend part or all of CALIVERSE's software and related online services in the event of problems.

⑧ The Company may implement planned updates to modify the information of content constituting CALIVERSE, such as avatars and items, to ensure smooth service delivery, and will provide prior notice before applying such updates. However, in cases of urgent and unavoidable reasons, such as security, bug, or defect fixes, the updates may be applied first and notified afterward.

⑨ The Company may impose restrictions on the use of services for members who violate the Terms and Conditions and Service Policy, in accordance with mutually agreed-upon criteria.

### **Article 4. Measures for Restricting Use** <a href="#article-4.-measures-for-restricting-use" id="article-4.-measures-for-restricting-use"></a>

The CALIVERSE Manager (hereinafter referred to as the "Manager") represents the Company in CALIVERSE's operation and strives to ensure that members can use CALIVERSE services smoothly with a meticulous and proactive attitude.

The Manager may take appropriate restrictive measures in accordance with the Terms of Use against actions that obstruct or disrupt members' usage and the environment.

In case of violations of the Terms and Cocditions Use and Service Policy, the use of the service may be restricted, and members will be informed in advance. However, in cases where urgent action is necessary, notification may be provided afterward.&#x20;

① The form and extent of usage restrictions are applied based on the number of repeated instances of the same type of behavior. However, in some cases, usage restrictions may be relaxed to apply a lower level of restriction.

② The company determines the criteria within the scope of fairness, reasonableness, and equality by comprehensively investigating the purpose, relationship, severity, history, and other factors before taking measures to restrict usage. If a member has any objections, they can receive guidance through inquiries and customer support emails.

③ Members can report acts of usage restriction through the "Inquiry" feature if they have been harmed by or have detected such actions. The company takes the following steps in response, similar to monitoring detection. Reports should be submitted within a maximum of 15 days from the date of the issue for easier verification of related data.

\[Member Report Submission / Violation Detection - Comprehensive Investigation - Type Classification - Notification to Violator - Standard Measures (Recording Violation History) - Response to Objections - Response to Report Submission]

④ If a member is subjected to usage restriction measures due to prohibited actions, the member will be unable to access the services during the restriction period. Consequently, the rights to use points, items, and other related features may also be restricted.

⑤ Members are prohibited from engaging in the following actions or displaying them through avatar names while using CALIVERSE Services. Sanctions may be imposed for each item :

1. Acts that cause sexual humiliation or discomfort to others due to profanity, slurs, discrimination, harassment, or exploitative reasons.
2. Expressing social discrimination, incitement, bias, or glorification of anti-social groups, based on factors such as race, origin, appearance, disability, illness, economic status, group, religion, age, gender, sexual orientation, identity, etc.
3. Acts that infringe upon basic human rights such as the right to life, liberty, and equality, as well as socio-economic rights protected by law, including trademark rights, copyright, and design rights.
4. Selling or promoting specific products or sites, especially illegal gambling, pornography, hate, and copyright-infringing sites.
5. Acts that interfere with the use of the target without their consent, such as repeated posting, friend requests, party requests, whispers, and mail.
6. Providing incorrect information related to the company and services, impersonating managers, the media, institutions, etc.
7. Providing information that aids or motivates illegal activities.
8. Installing, using, or distributing programs such as malware, viruses, macros, etc., to others that disrupt the use of services.
9. Stealing and disclosing another member's personal information or engaging in acts such as defamation, fraud, threats, etc.
10. Buying, exchanging, or deceiving to acquire another member's account and account content.
11. Maliciously disrupting content services or payment services through malicious methods.
12. Selling, buying, exchanging, or requesting content, items, or permissions that are not allowed within the service.
13. Other actions determined by the company to be contrary to the spirit of the Terms and Policies.

⑥ While using CALIVERSE, if you engage in the following restricted actions, you may be subject to usage restrictions in accordance with the criteria and restriction period regulations:

<figure><img src="https://882065971-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAbqd56VTaUGhsVvr5YYV%2Fuploads%2FQhnq7BzssF97Ul0lPXsL%2Fimage.png?alt=media&#x26;token=0e6aefac-347e-42eb-8143-fc61ecba6410" alt=""><figcaption></figcaption></figure>

⑦ In cases where investigation is required for actions such as bug exploitation or abuse, the company may impose a temporary account suspension for up to 7 days without prior notice. Based on the investigation results, the suspension may either be lifted or converted into further penalties.

⑧ The company reserves the right to take necessary actions, such as reclaiming points, items, or other benefits obtained by members through violations of the Terms and Conditions or this Service Policy.

⑨ When engaging in the prohibited actions listed in clauses 5 and 6 while using official community services (SNS), content may be deleted without notice according to the rules set by each community (SNS).

### Article 5. Restoration Policy

① If a member’s account or items are lost or altered due to technical errors or other reasons attributable to the company, restoration will be provided within the scope of available records of prior data.

② Members must submit a restoration request, such as via a 1:1 inquiry, within 7 days of the issue's occurrence to be eligible for restoration.

③ Restoration support will not be provided in the following cases:

1. If more than 7 days (168 hours) have passed since the issue occurred.
2. If the issue arose due to reasons attributable to the member, such as violating the Terms and Conditions or related policies.
3. If the issue resulted from the company's planned content changes or the member’s normal use of the content.\
   (However, accounts involved in prohibited actions may be subject to measures under the Service Policy)
4. If the reported issue cannot be verified with objective data.
5. If items or currency rights were forfeited due to account deletion.
6. In cases where the company’s liability is exempted under the Terms and Conditions.

### **Article 6. How to Use the Customer Center and Policies to Protect the Rights of Service Representatives** <a href="#article-5.-how-to-use-the-customer-center-and-policies-to-protect-the-rights-of-service-representati" id="article-5.-how-to-use-the-customer-center-and-policies-to-protect-the-rights-of-service-representati"></a>

① The customer center can be used as follows:

1. Customer Service Hours: Monday - Friday 01:00 - 09:00 (UTC)
2. Customer Center Path: \[[CALIVERSE Customer Center](https://support.caliverse.io/portal/2472)] \[[CALIVERSE:INVASION Customer Center](https://support.caliverse.io/portal/2932)]

② According to Article 41 of the Korean Industrial Safety and Health Act, if a user engages in actions that go beyond the appropriate range and cause verbal abuse, physical violence, or other physical or mental suffering to counselors (customer service workers), they may face restrictions on content use and counseling. The basis and limitation for such restrictions are as follows:

<figure><img src="https://882065971-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAbqd56VTaUGhsVvr5YYV%2Fuploads%2FqgxXWhm1FfyPuxp1t5WO%2Fimage.png?alt=media&#x26;token=b04295ae-e2f8-42a9-a051-199414c2bb82" alt=""><figcaption></figcaption></figure>

### **Addendum** <a href="#addendum" id="addendum"></a>

This operational policy will be effective on December 26th, 2024.
