CUSTOMER SUPPORT POLICY

This Customer Support Policy is established to define the process of receiving and handling support requests from players during their experience, including issues related to accounts, top-up transactions, events, and technical errors.

Article 1. Scope of Application

This policy regulates the process of receiving, handling, and supporting requests arising from players during their gameplay experience.

Article 2. Support Channels

Players can submit support requests through the following official channels:

- Official Fanpage: https://www.facebook.com/icaruslegend

- Support Email: [email protected]

- Discord: https://discord.com/invite/NatHd9mAYX

Article 3. Complaint Submission Deadline

Players must submit support requests or complaints within 7 (seven) days from the time the issue occurs or the related event ends.

For requests submitted after this period:

- The Publisher reserves the right to refuse processing

- The Publisher is not obligated to restore items, rewards, or verify system data

Article 4. Support Scope

The Customer Support team (CS) handles requests including but not limited to:

  • Account login issues
  • Errors during valid top-up transactions
  • Missing items after valid top-up
  • Event-related complaints
  • Missing event rewards
  • Technical issues during gameplay

Article 5. Support Requirements

Players must provide sufficient information for verification, including:

  • Character ID
  • Linked email
  • Server name
  • Time of issue
  • Valid payment receipt
  • Related images/videos (if any)

The Publisher reserves the right to reject requests lacking sufficient verification information.

Article 6. Processing Time

  • General requests: within 24–48 hours
  • Top-up related issues: 24–72 hours
  • Event complaints: 3–5 working days

Processing time may be extended if verification with third parties (payment gateways, banks, telecom providers) is required.

Article 7. Valid Top-up Policy

Support is only provided for transactions made through:

  • Official in-game top-up system
  • Official top-up website

The Publisher is not responsible for and may refuse support for:

  • Transactions via unauthorized third parties
  • Purchases from unofficial sources
  • Off-system transactions

Article 8. Transaction Disputes

The Publisher does not handle disputes arising from transactions conducted outside official systems.

Players are responsible for all risks associated with such transactions.

Article 9. Refund Policy

The Publisher does not support refunds for completed transactions.

If a player initiates a refund through payment platforms (Google Play, App Store, etc.), the Publisher reserves the right to:

  • Reclaim granted items
  • Temporarily or permanently suspend the account
  • Apply additional penalties under the Terms of Service

Article 10. Account Policy

Players are responsible for securing their account and payment information.

The Publisher does not support issues arising from:

  • Account sharing
  • Buying/selling/trading accounts
  • Renting accounts
  • Logging in on insecure devices
  • Installing unknown or unauthorized software

Article 11. Gift Codes

Support is only provided for gift codes issued via:

  • Official fanpage
  • Official website
  • Official communication channels

Gift codes from unofficial sources are not supported.

Article 12. Rewards & Gifts Policy

  • All in-game items and rewards cannot be converted into real money
  • Each account can only receive event rewards once (unless otherwise stated)
  • Physical gifts (if any) will be delivered based on registered recipient information

The Publisher is not responsible for:

  • Incorrect information provided by users
  • Additional costs such as import tax, customs fees, or international shipping fees

Article 13. System Error Handling

In cases where system errors result in players receiving unintended items, rewards, or benefits:

  • The Publisher reserves the right to reclaim items, adjust account data, or apply necessary technical fixes
  • Such adjustments may be made without prior notice
  • The Publisher is not responsible for damages caused by exploiting system errors

Article 14. Support Refusal

The Publisher reserves the right to refuse support in the following cases:

  • Accounts violating Terms of Service
  • Event fraud or exploit abuse
  • Unauthorized data interference
  • Invalid account trading
  • Top-ups via unofficial channels
  • Requests submitted beyond the allowed timeframe

Article 15. Limitation of Liability

The Publisher is not responsible for:

  • Civil disputes between players and third parties
  • Damage caused by network issues or personal devices
  • Risks from off-system transactions

Article 16. Policy Updates

The Publisher reserves the right to modify or update this policy at any time without prior notice.

Updated policies take effect immediately upon official announcement.