Community & Operation Policy

Contents

1. Basic operating policy
2. Names and nicknames
3. Exploiting bugs, and unauthorised programs
4. Your rights and duties
5. Fraud and real-money trading
6. Conduct towards other players
7. Cancelled payments
8. Restrictions on use
9. Restoring lost items
10. Complaints and support
11. Handling of personal data
12. Protection of support staff

1. Basic operating policy

1. Purpose — This policy sets out the specific criteria and procedures behind the member duties and restrictions described in the Terms of Service, so that you can know in advance what conduct is restricted.
2. Scope — It applies to every feature of Joytalk Online — chat, voice chat, sending images, messages, trading, shops, stalls, private rooms, clubs and families — and to the community boards, comments and profiles on joy-talk.com.
3. Relationship to the Terms — This policy sits beneath the Terms of Service. Anything not covered here is governed by the Terms of Service, the Privacy Policy, the Refund Policy and applicable law. Where documents conflict, the Terms of Service prevail.
4. Examples are examples — The types of breach listed here are representative. Conduct that is not listed but harms other players or disrupts the normal operation of the service may be restricted on the same basis.
5. Amendment — We may amend this policy. We announce amendments, with the effective date and the reason, at least 7 days beforehand — or at least 30 days beforehand where the amendment is unfavourable to you.

2. Names and nicknames

1. When choosing a nickname, character name, club name, private room name or profile display name (a "Name"), you must not use a Name that:
   1. impersonates our operators, administrators or GMs, or is likely to be mistaken for one;
   2. impersonates the police, a prosecutor's office, a court, or any other government or public body or its officials;
   3. contains words suggesting operational authority or official standing, such as "operator", "admin", "GM", "notice" or "report centre";
   4. is identical or similar to another player's Name so as to impersonate them or cause confusion;
   5. demeans or promotes hatred against a group on grounds of nationality, race, religion, sex, disability, region or similar;
   6. contains abuse, obscenity or sexual language that would offend other players;
   7. suggests real-money or account trading, or otherwise encourages unlawful or antisocial conduct;
   8. exposes another person's real name, contact details, address or other personal data;
   9. infringes a third party's trade mark, copyright or other rights;
   10. is for commercial advertising or promotion (including external addresses and contact details); or
   11. works around any of the above by splitting characters, inserting symbols, or substituting look-alike characters.
2. Where we identify such a Name we may change or reset it without prior notice, and where the same conduct is repeated after a change we may restrict use under chapter 8.
3. A Name used by a closed or restricted account may be blocked from reuse for a period, to prevent impersonation and confusion.

3. Exploiting bugs, and unauthorised programs

1. Duty to report bugs — If you find a bug, you must report it to support rather than use it. Repeated use of a bug you knew about is treated as deliberate abuse.
2. Exploiting bugs — Duplicating items or game currency, obtaining currency or stats that cannot be obtained normally, abnormal movement or passing through terrain, and obtaining currency through a payment error are all prohibited. Currency and items produced by a bug are recovered regardless of how they arose; where normally-obtained currency was consumed in the course of that recovery, we do not compensate for it.
3. Unauthorised programs — Macro programs that automate hunting, gathering, fishing or movement; memory or packet modification tools; speed manipulation tools; and any other program that alters the client or its communications by means we did not provide, are prohibited — creating, distributing, using, selling and buying alike.
4. Automation checks — Where we suspect an automation program, we may ask you to complete a check in game (entering a code shown on screen). If you do not respond within the time limit (30 seconds), or enter it wrongly more than the permitted number of times, your session ends and reconnection is blocked for 30 minutes. This temporary block is part of the check only, and does not count towards the cumulative totals in chapter 8.
5. Load and intrusion — Repeated abnormal connections, bulk requests, probing for vulnerabilities, and unauthorised attempts to reach servers or databases result in immediate permanent restriction, and we may take legal action.

4. Your rights and duties

1. You have the right to:
   1. use the service in accordance with the Terms of Service and this policy;
   2. report and block other players, and refuse chat, messages and friend requests;
   3. be told the reason for a measure applied to you, and to object to it (chapter 10); and
   4. access, correct and erase your personal data and ask us to stop processing it (Privacy Policy).
2. You must:
   1. keep your account and password to yourself, and not share them;
   2. not use another person's account, identity or payment method;
   3. meet the minimum registration age (16); and
   4. not interfere with other players' use of the service.
3. We are not responsible for harm arising from sharing, transferring or letting someone else use your account — lost currency, exposed personal data, or restrictions caused by another person's breach — and such losses are excluded from restoration.

5. Fraud and real-money trading

1. Fraud is prohibited. Where any of the following is confirmed, we act under chapter 8:
   1. agreeing a trade, receiving items or currency, and not performing;
   2. trading by misrepresenting the type, quantity or performance of an item;
   3. taking an account or currency on the pretext of levelling or playing on someone's behalf, and not returning it;
   4. impersonating us or our staff, or inventing events or rewards, in order to obtain account details or currency; and
   5. attempting to steal account details through external links or files.
2. Real-money trading is prohibited. Buying or selling accounts, items, game currency or characters for money or anything equivalent, and arranging, brokering or advertising such trades, are all prohibited.
3. We treat harm arising from real-money or account trading — unpaid money, undelivered items, recovered accounts — as a private matter between the parties. We do not intervene, and we do not restore or return items, currency or accounts.
4. Where fraud is confirmed we act against the player responsible. Recovering or returning items transferred through the normal in-game trade function is considered only where the records confirm it and the currency still exists; we do not guarantee restoration in every case.

6. Conduct towards other players

1. The following are prohibited regardless of who they target or the means used — public chat, whispers, voice chat, images, messages, boards and comments, names and profiles:
   1. Verbal abuse — abusive or obscene language, defamation of a player, club or family, remarks demeaning someone's body or appearance, and insults aimed at a person's family.
   2. Sexual harassment — sexual language or demands, harassment, and sending or posting obscene material or image-based sexual abuse material.
   3. Discrimination and hatred — demeaning or hateful expression on grounds of nationality, race, religion, sex, disability, region or similar.
   4. Harassment and stalking — repeatedly approaching, messaging or sending friend requests to someone who has said no, and following a player around to disrupt their play.
   5. Disruption — flooding the same or similar content, advertising in chat or on boards, and deliberate noise in voice chat or music broadcasts.
   6. Exposing personal data — publishing another person's real name, contact details, address or photographs without their consent.
   7. Spreading falsehoods — spreading unfounded claims that damage another player's reputation.
2. Images and chat are screened automatically so that obscene material, image-based sexual abuse material and child sexual abuse material are not delivered. See the Privacy Policy for what that involves.
3. We do not mediate private disagreements between players — arguments, differences of taste or opinion — that do not directly concern the order of the service. Where conduct listed in paragraph 1 occurred in the course of one, we act on that conduct alone.

7. Cancelled payments

1. Withdrawal and refunds for paid content are governed by the Refund Policy. On the international service, purchases are made through the Apple App Store or Google Play, so refunds are handled first by the store.
2. Where a payment is cancelled or refunded, the game currency and items it paid for are recovered. Where they have already been used and cannot be recovered, the shortfall may be recorded as a negative balance, or some features may be restricted until it is made up.
3. Where improper payment is confirmed — using someone else's payment method, or repeatedly cancelling payments so as to use the service without paying — we may restrict the account and take legal action.
4. Cancellation of a purchase made by a minor without the consent of a parent or guardian follows Article 6 of the Refund Policy.

8. Restrictions on use

1. Types of measure — Depending on the breach, we apply the following singly or together:
   1. a warning;
   2. a chat restriction (no chat or messages for a period);
   3. a connection restriction (no access to the game for a period);
   4. permanent restriction;
   5. changing or resetting a Name, deleting posts, and blocking posting; and
   6. recovery of improperly obtained currency and items.
2. Procedure — We apply measures where a breach is confirmed by a player report or by our own monitoring.
   1. When a report is received, the reported player's chat from the last 60 minutes is screened automatically to assist the assessment.
   2. Minor breaches are acted on where two or more different players have reported them. Repeated reports from one person alone do not trigger a measure.
   3. Serious breaches — sexual language directed at children or young people, specific threats of violence or killing, and encouraging self-harm — are acted on immediately, on a single report.
   4. An automated screening result alone does not settle a measure. You may object under chapter 10.
3. Cumulative stages — Where the same player breaches this policy repeatedly, measures escalate:

   Cumulative count	Measure
   1	Chat restricted for 6 hours
   2	Chat restricted for 24 hours
   3	Access restricted for 1 to 7 days
   4	Access restricted for 7 to 30 days
   5 or more	Permanent restriction

4. We may adjust these stages, or apply a higher stage immediately, having regard to the nature and seriousness of the breach, the scale of harm, and whether it was deliberate. In particular, we may apply immediate permanent restriction regardless of the cumulative count where a player:
   1. sends or posts child sexual abuse material or image-based sexual abuse material;
   2. misuses another person's account or payment method;
   3. creates, distributes or sells unauthorised programs;
   4. attempts to intrude on servers or databases; or
   5. commits any other criminal offence.
5. Notification — A chat restriction is notified by an in-game message; a connection restriction shows the reason and the period when you try to connect. Measures lift automatically when the period ends, with no application needed.
6. Subscription periods and the validity of paid content continue to run while a restriction is in force, and we do not extend them or refund them for that reason.

9. Restoring lost items

1. What can be restored — We restore game currency and items only where the loss was caused by us or by a technical fault in our servers or systems, and the loss is objectively confirmed by server records.
2. What cannot be restored
   1. losses where the fact or the scale cannot be confirmed from server records;
   2. items discarded, sold, dismantled, or lost to a failed upgrade through your own mistake or carelessness;
   3. losses arising from sharing, transferring or letting someone else use your account, or from poor password care;
   4. losses from fraud, real-money trading or account trading (chapter 5);
   5. currency recovered because of a breach of the Terms of Service or this policy; and
   6. currency given free of charge through events or rewards.
3. How to apply — Apply within 7 days of the loss, from the account concerned, giving the date and time, the circumstances, and the items involved. We do not accept applications made on someone else's behalf.
4. Handling — We check and process applications in the order received, restoring the position immediately before the loss. We do not restore the same loss twice, and we do not compensate beyond the loss.
5. Where an application is made on false grounds, or restored currency is used to obtain an improper advantage, we recover that currency and restrict use under chapter 8.

10. Complaints and support

1. How to reach us
   • Email: support@joy-talk.com
   • The in-game report function (for reporting a player)
2. Response time — We give a first reply within 7 business days. Where establishing the facts takes longer, we tell you how it is progressing and how long we expect it to take.
3. Objections — If a measure has been applied to you, you may object within 30 days of being notified of it. After that, the relevant records may have been erased under our retention periods, and we may be unable to accept an objection.
4. We review the objection, and where a measure turns out to have been unjustified we lift it immediately and tell you.
5. Private disputes — As a rule we do not intervene in private money dealings between players, personal arguments, or internal club and family matters. Where a breach of this policy occurred in the course of one, we act on that conduct alone.
6. Where you have been told the outcome of a matter and continue to raise the same matter, we may not reply again.

11. Handling of personal data

1. Our handling of personal data is governed by the Privacy Policy.
2. When dealing with support requests and reports we may ask you to confirm your identity, to prevent account takeover. Where we cannot confirm it, we do not disclose account information.
3. We examine chat records only so far as needed to handle a report, resolve a dispute or meet a legal obligation, and we do not disclose what we find to third parties. A player who makes a report is therefore told only that it has been dealt with, not what measure was applied to the other player.
4. You cannot ask us for another player's real name, contact details or other personal data, and we do not provide them. We disclose such data only in response to a lawful request from an authority, following the applicable procedure.

12. Protection of support staff

1. We take the measures needed to protect the people who handle support from abuse, obscenity, sexual harassment and threats.
2. Where any of the following occurs during a support exchange, we may give notice and then end the exchange:
   1. abuse, invective or personal insult;
   2. sexual language or harassment;
   3. threats of physical harm, or threats made on the pretext of legal action; and
   4. repeated contact intended to obstruct the work.
3. Where such conduct is repeated we may restrict the player's use of the service, and where it is serious we may take legal action.

Addendum

This policy takes effect on 13 August 2026.