GE Game Policy
The following information below are IAHGames's Policy for Granado Espada. Please take note that all policies contained herein are subject to future change by IAHGames.
The following guidelines detail IAH Customer Service policies for games distributed by IAH. You (the player) are responsible for the actions taken in and out of the game that may conflict with these policies. Offending players will be permanently suspended. In extreme cases, IAH reserves the right to take action beyond what is detailed below.
Exploitation includes but is not limited to:
- Exploitation / distribution of design flaws (bug exploitation)
- Intentional or unintentional exploitation of game bugs that repeatedly damages another player's character, game play, IAH service or game economy
Exploitation of Game Mechanics
- Taking advantage of the limitations of the game system
Usage of unapproved Third Party software
- Usage of any third party software to gain any advantage in-game
- (e.g. botting, speed movement, teleporting etc)
Data mining and manipulation
- Altering the flow of information between server and client, or extracting information not meant for public
Examples of 3rd Party Software (non-inclusive):
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Speed Hack
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Power Leveling
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Gold Purchase
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Account Hacking
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Botting Program
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Packets Editor
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Data Mining Program
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Item Duping Programs
Liability of trade between 3rd Party Programs
When using of a 3rd Party Program, IAH is not responsible for any item/account lost. Usage of Third Party Programs may result in the following which IAH will not be able to recover:
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Corruption of Account
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Damage and unable to use items
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Unable to remove items from inventory
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Loss of Account details
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Loss of character items or in-game gold.
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Loss of Online Credits linked to account
Scamming is any dishonest activity in which one party attempts to cheat another party out of a good, service, or money. Offending players will receive a 7 days suspension or permanent suspension.
Please understand all scam reports will be dealt on an individual basis due to the complexity of scamming cases.
The player is responsible for maintaining the confidentiality of their User Name and password, and will be responsible for all use of User Name and password on their account(s). The player is responsible for the security of account.
We implemented security measures to ensure the integrity of the data on our servers; even with all the implementation, occasionally players may lose their virtual item(s) against their own wishes. In such an event, our Game Master will take up steps to reimburse the lost item(s). Below are procedures describing how we will address this issue.
A. Virtual Item(s) lost due to the following reasons
We will attempt to reimburse upon verification that your loss of virtual item(s) was the result of:
· A known bug
· Loss of data due to server issues (Unless due to a global database rollback)
B. Virtual Item(s) lost due to user mishandling:
We will attempt to reimburse upon if loss was the result of:
· Accidental deletion or sale to a vendor
· Falling victim to a scam
· Any other user mishandling
IAH reserves the rights to refuse reimbursement if there have been excessive number of requests. We understand that mistakes do happen, but we also want players to be responsible and take necessary steps to avoid repeating the same mistake.
Reimbursement of any kind is not guaranteed. We will make every effort to verify and reimburse your loss if the case has merit, but we do not wish to encourage career victims. If a player is repeatedly making poor decisions or mishandling situations that result in lost item(s), we reserve the right to refuse further reimbursements.
If you have a bug, suggestion or service requests, kindly make use of the official bug reporting and suggestion channel or contact our Customer Service Center. Bug reports should not be submitted to the online Game Master. Following the guidelines listed below is the best way to resolve bug issues. As such, violating the guidelines could result in temporarily suspension, and in extreme cases permanent suspension.
Conduct deemed inappropriate includes but is not limited to:
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Impersonating a Game Master
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Failing to comply with GM instruction
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Attempting to defraud or defrauding a GM
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Excessive use of abusive language
- Harassing GM staff
- Attempts to solicite trades involving real currency and/or any form of topup codes.
- Any activities involving trading of accounts or items for real currency and/or any form of topup codes.
- Any use of personal contact information through email, contact number, non-ge related websites to publicise or list personal account information (items, characters etc) will be deemed as an attempt to conduct RMT and will be considered as such.
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Use of foul language
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Using illegally accessed accounts
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Racial/Religious slander as well as any language offending others
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Extreme sexuality or violence
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Real life information and/or threats
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Slander associated with sexual orientation
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Any actions disrupting the game play of general users
The Game Master Team will not intervene in personal conflicts between users within the game.
Conflicts between users within the game should be solved by the users with effort by all involved parties in an appropriate manner. The GM Team will not intervene or regulate actions resulting from these conflicts.
Inconsiderate Social Behaviors Rules and Regulations
Other situations determined by a game master to be offensive and ill-mannered
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1st Offence
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2nd Offence
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3rd Offence
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4th Offence
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Warning
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1 day suspension
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5 days suspension
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10 days suspension
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Failing to comply with a Game Master Instruction
A Game Master will not ask a player to perform certain actions or refrain from performing other actions unless necessary. Please be cooperative when approached by a Game Master, failing to follow instruction given will result in,
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1st Offence
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2nd Offence
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3rd Offence
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4th Offence
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Warning
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1 day suspension
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5 days suspension
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10 days suspension
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Falsified Report
Time spent dealing with these reports keeps the Customer Service Department from addressing other player's pressing issues. In order to ensure optimal services are provided to genuine requests, such behavior will warrant a penalty.
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1st Offence
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2nd Offence
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3rd Offence
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Warning
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5 days suspension
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10 days suspension
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Falsified Information
The information provided during registration is used for authentication purposes when requesting for service(s) pertaining to in-game related issues. As some of these service(s) are highly confidential, and tied directly to the registered user and the integrity of the account, we will not provide any support if false information is updated on the account profile.
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1st Offence
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2nd Offence
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Request Change of Information
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No support will be provided
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Attempting monetary trade
Monetary trades are often affiliated with scamming. We do not encourage or condone such actions. Please visit our scam policies and prevention page for more details.
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1st Offence
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2nd Offence
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5 days suspension
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Permanent Account Ban
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Event Policy
Whenever there are in-game events planned, players will be informed through the official website, community forums, or in-game announcements.
The Event Team reserves the right to change anything planned for events. The Event Team's decision is final and no correspondence will be entertained.
Players are advised to heed instructions given by event organisers and GMs during an event. Players who disrupt the course of an event will be dealt with according to IAH guidelines. Disruptive actions include but are not limited to:
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Misleading other event participants
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Abusing other event participants
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Lagging event areas
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Spamming chat text to disrupt the event
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Impersonating an Event Organiser
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1st Offence
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2nd Offence
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3rd Offence
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Warning
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1 day suspension
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5 days suspension
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Inappropriate character name
While choosing the perfect name and guild is generally a user prerogative. We ask that user refrain from using offensive or otherwise inappropriate names. Do not use names with hidden meanings or abbreviations that are commonly used by the online community. We have listed guidelines of some genres you should avoid when searching for your perfect name.
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Racial / Ethnic / Nationality - Contains any negative racial / ethnic / national connotations
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Sexual Connotation - Refers to any aspect of sexual connotations, human anatomy or pornographic nature pertaining to themselves or others
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Harassing or Defamatory - Contains insulting nature to other characters, Players, staff or group whether in game or external
- Obscene / Vulgar - Contains words or abbreviation of such nature, or imply such content
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Partial or Complete Sentences - Contains multiple words strung together to create partial or complete sentences
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Pure Gibberish - Consist of a string of letters which do not produce a pronounceable name (Example: Aoieklskjd)
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Foreign or symbolic Characters - Contains characters that are not of the English alphabetical characters A-Z. (Example: #$%^*)
Note: If a player's Family name and Character name is found violating the policy, a random name will be assigned.
Violation of the above listed will result in:
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1st Offence
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2nd Offence
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3rd Offence
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Change of Character Name
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Deletion of Character
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10 days Suspension
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Offences that warrant a Permanent Account Ban without prior warning
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Exploiting a system / in-game bug
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Permanent Account Ban
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Use of an illegal Third-Party Program
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Any actions that disrupt game play or the general environment of the game will result in a warning or restriction of the account based upon a Game Master decision and general policies. In the case of multiple offences, the penalty will be heavier depending on the severity of the case.
If the players feel a disciplinary decision was unjust, players can send an appeal through the official redress channel - Game Feedback Ticketing System
Players are able to use 2 options to change their registered email address.
Change of Email Address Using Passport
Players are able to change their registered email through the Passport system.
To change registered email address through Passport, go to the website link at http://passport.iahgames.com/
Go to the Modify Email Account section from the Account Management tab after login.
In the Modify Email Account, Click on the button change E-mail.
A notification link will be sent to the old registered email for verification. Players should click the link provided in the verification email to complete a successful change of email address.
Change of Email Address through Website Ticket System
Players are able change their registered email address through the website ticket system if they are unable to access to their old email address.
In this case, player will submit a ticket to request for change of email.
Players are welcome to submit any bug report.
Players are able to submit bug reports by going to the following link : Game Feedback
Information Required for Bug Report Submission
The bug report form for submission should include:
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Bug name
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Account ID
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Server on which the bug is encountered
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The time (In HH/DD/MM/YY format) which bug was encountered
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The type of bug that is encountered. Eg. Control, command, log in or display issues.
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A detailed description of how bug occurred.
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A screenshot copy in JPEG format of bug for reference.
Suggestions from players are important to us as they are essential in helping to improve the company's product. Please submit suggestions through the proper suggestion channel.
Information Required for Suggestion Submission
The suggestion form for submission should include:
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Account ID
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Email address
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Product
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Suggestions
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Reason for Suggestion
We allow players to pay via various methods. Players can make their payment on the IAHGames passport platform. We try to provide a payment environment to players with safety and convenience. Players are able to pay the game by monthly subscription with:
1. Credit card
2. Pre-paid Card
Pay before play:
Players must pay before playing the game with this value being deducted.
Non-refund:
After a gamer has made a payment via IAHGames passport, the amount transferred or paid are not refundable.
Payment options:
Credit card - Pay subscription on IAHGames passport with credit card accredited. Follow the procedure on IAHGames passport to make the online payment by credit card.
Pre-paid Card - Activate a pre-paid card bought from a retailer and top up the value into the player’s account. The player has to buy a pre-paid card from a local card retailer, log in to IAHGames passport, and then key in the serial number and card number to activate the card.
Discrepancies:
If any discrepancies occurred, players are able to submit a ticket to us through the website ticket system.
The discrepancies report ticket should include at least the following:
a) Account ID:
b) Email Address:
c) Mode of payment:
d) Type of discrepancy:
e) A detailed description of incident:
f) Date of incident:
g) Time of incident:
In this case, Customer Support team will be able assist players in solving the issue.
Discrepancies include but not limited to:
Credit Card:
a) Network Congestion. The player is unable to transfer funds on IAHGames passport due to network settings or congestion.
b) Account compromised. The player’s credit card account has been compromised.
Pre-paid Card:
a) Serial code corrupted. Can occur if player corrupts the series code himself/herself when he/she tries to scratch it on the pre-paid card.
b) Wrong serial code. The serial code on the pre-paid card fails to pass the authentication on Passport.
c) Value discrepancy. The playtime of the pre-paid card is significantly less than it declares.