What We Cover

Digital Goods: Any non-physical game assets delivered online, like items, currency, or accounts.

Support Services: Covers game setup, feature usage, bug fixes, and official documentation. Excludes issues from hacks, third-party mods, or unofficial modifications.

How to Reach Us & When

• Primary Channel: In-game support (look for 'Help' or 'Support' button).
• Secondary Channels: Official forum help section (link) and official QQ/WeChat groups (group ID) for quick chats.
• Support Hours: Monday-Friday, 09:00-18:00 (Beijing Time). We aim to respond within 48 business hours.

What We Help With

• Guidance on game installation and basic setup to get you into the game smoothly.
• Fixes and workarounds for in-game bugs and glitches.
• Instructions and guides on how to use various in-game features (based on official design).
• Necessary updates and security patches for your purchased game versions.

What's Out of Scope

• Requests for new features outside core gameplay or custom development beyond original specs (paid custom services available).
• Issues caused by third-party add-ons, scripts, modding tools, or unofficial clients.
• Server configuration, network optimization, or PC system issues unrelated to the game itself.
• Support for outdated game versions or games that have ceased operation.

Getting Support Right

To get you sorted faster, please share:

• Your Account ID or registered phone number.
• The game name and a detailed description of the issue.
• The specific scenario where the problem occurred (e.g., which level/screen), and your device info (OS, browser version, if applicable).
• A clear description of the problem and how you expect the game to behave.
• Step-by-step instructions to reproduce the issue, plus any error messages or log screenshots.
• Account details are only requested when absolutely necessary – we prefer temporary, limited access and will provide secure credential sharing guides.

Updates, Maintenance & You

• During your account's active period, we provide game updates, security patches, and minor optimizations based on the original version.
• Major version updates might need separate downloads and migration. We'll provide migration guides, but complex migrations may incur extra fees.
• We primarily test compatibility with mainstream gaming environments and platforms listed in our official documentation.

Payment & Refund Rules

Virtual items are generally non-refundable once purchased.

• For charged virtual items, if they become unusable due to our fault, cannot be fixed in a reasonable time, or are significantly misrepresented, we will assess and handle case-by-case.
• Refund requests must be submitted within 14 days of purchase, with proof of purchase and records of prior support attempts.
• No refunds for player errors (e.g., change of mind, accidental purchase), third-party software conflicts, or unauthorized account sharing.

Account Security & Rules

Your support level depends on your account type or active promotions.

• Basic Account: Game access and limited updates; enhanced services available for purchase.
• Premium Account or Service Package: Enjoy continuous updates and dedicated support during the agreed term.
• Support for expired accounts can be reactivated by renewal or repurchase.

Your Data, Our Promise

• We only request the minimum information needed to resolve your issue. Customers should revoke temporary access once the problem is fixed.
• We commit to collecting and using only necessary information for support purposes, strictly adhering to data protection laws. See our Privacy Policy for details.

Escalating Issues

If your issue isn't resolved quickly, reply to your ticket with 'URGENT' for a manager review within 48 business hours.

Third-Party Tools

We aim for compatibility with major OS and browsers, but can't guarantee it with all third-party software. For third-party issues, we will:

• We'll help identify conflicting third-party tools and offer fix suggestions or temporary workarounds.
• We recommend contacting the third-party tool developer directly for issues originating from their product.

Custom Services

Custom features, personalizations, or complex integrations are paid services. Contact us for a quote and timeline.

Policy Updates

This support policy might get updated occasionally. Changes will be posted on the official site or in patch notes. Major updates affecting you will be emailed.

Contact & Links

Here's how to ask for help:

• Support Email: [email protected]
• Official Forum: Ask questions here
• Business Inquiries: [email protected]