AR-1 · Scope
AR-1.1 This Policy explains the measures that Adem Özdamar, trading under the business name Garanti Web Tasarım, Türkiye ("we", "us"), which operates STRIKEHEART, may take on player accounts in the STRIKEHEART game ("the Game"). It is part of the Terms of Service and brings together the enforcement rules of the Terms of Service (TOS-6, TOS-11, TOS-12), the Community Guidelines (CG-10, CG-11) and the Voice & Messaging Policy (VM-10). Nothing in this Policy limits rights you have under mandatory consumer law.
AR-1.2 The website strikeheart.com has no player login and stores no player accounts. Measures under this Policy apply only to accounts in the Game. The Game has not yet been released; this Policy applies to accounts in the released Game.
AR-2 · When we may take measures
AR-2.1 We may take measures if you break the Terms of Service, the Community Guidelines or the Voice & Messaging Policy – for example by cheating, using bots or modified clients, exploiting bugs or manipulating results, matchmaking or rankings (TOS-6.2, CG-5); harassing, threatening, insulting or discriminating against others (TOS-7.1, CG-2); sharing illegal or sexual content or other people's personal data (TOS-7.1, CG-3, CG-4); impersonation or scams (CG-8); abusing the report function (CG-9.4); using a username that breaks the rules (TOS-4.5, CG-6); or buying, selling, sharing or transferring accounts, currencies or items (TOS-4.3, TOS-9.2).
AR-2.2 We may also suspend or terminate an account in case of fraud or where the law requires it (TOS-12.2).
AR-3 · Principles
AR-3.1 Measures are proportionate. We take into account how serious a breach is and how often it has happened (CG-10.1).
AR-3.2 Serious breaches – such as threats, illegal content or cheating – may lead directly to a permanent ban and, where required by law, to reports to the authorities (CG-10.3).
AR-3.3 Where possible we inform you of the measure and its reason (TOS-11.3). Where the law requires, we give notice and reasons (TOS-12.2).
AR-3.4 Decisions on sanctions are based on review by a person. Automatic filters and other automatic signals, such as the number of reports, only help our moderators (AR-5).
AR-4 · Types of measures
AR-4.1 Depending on the breach, we may apply one or more of the following measures (TOS-11.1, CG-10.1):
- a warning;
- removal of content;
- a forced username change, or reset of a username that breaks the rules (TOS-4.5);
- a temporary chat mute;
- temporary restriction of online features;
- withholding or reversing rewards obtained unfairly, and withholding, reversing or excluding suspicious results from rewards and rankings (TOS-6.2);
- suspension of the account;
- a permanent ban of the account.
AR-4.2 We do not apply a fixed sequence of steps. We decide each case individually, taking into account the seriousness of the breach, its effect on other players, whether it was deliberate and whether earlier measures were taken against the account. Temporary measures last for a period that we set in proportion to the breach; when we inform you of a temporary measure, we also tell you how long it lasts. Records of earlier measures – decision, reason and date – are kept for the life of the account (AR-9.4).
AR-5 · Automatic measures
AR-5.1 If several different players report the same player within a short time, that player's chat is muted automatically for a limited period. With the current settings, this happens when three different players report the same player within 60 minutes, and the mute lasts 24 hours (CG-10.2, VM-10.1). We may adjust these settings to protect the community. This mute protects other players while the reports are reviewed; it is not a sanction decision.
AR-5.2 Matches played on your device are verified by our servers. We may refuse rewards or progress for results that cannot be verified (TOS-6.3).
AR-5.3 Our automatic filter blocks offensive language and masks personal details in messages and usernames (VM-3). Filtering protects players; it is not in itself a sanction against your account. Filter results are only a signal for our moderators; any sanction under AR-4 is decided after review by a person (AR-3.4).
AR-5.4 You can ask for any automatic measure to be reviewed by a person (AR-8).
AR-6 · Rules in online matches
AR-6.1 Online matches have their own rules for disconnects, inactivity and surrendering. Breaking them can lead to the match being recorded as a forfeit, replacement by computer control, penalties and lost points (TOS-6.1, CG-5.3). The time limits and penalties are set in the Game and may be adjusted to keep matches fair.
AR-7 · Purchases, refunds and measures
AR-7.1 When Apple or Google refunds, cancels or charges back a purchase, the items and currencies granted for that purchase are removed from your account, and your currency balance may become negative until it is offset by future earnings or purchases (PUR-7.1, REF-4). This reversal follows from the reversed payment; it is not a sanction.
AR-7.2 We do not apply automatic penalties to an account because a purchase was refunded. Requesting a refund from Apple or Google, or exercising your statutory consumer rights, is not in itself a breach of our rules. We do not operate any procedure that reviews accounts because of refunds. If we ever introduce one, we will first update this Policy; such a procedure would distinguish legitimate refunds, duplicate charges, technical failures and unauthorised transactions from deliberate abuse, would never penalise the exercise of statutory consumer rights, and would give you notice and the possibility of a review.
AR-7.3 During a suspension, the items and currencies on your account are kept but cannot be used. If we permanently ban an account because of a serious breach of the Terms of Service, your licence to use the account and its virtual items ends (TOS-12.2, EULA-8.1). Your statutory consumer rights are not affected (TOS-14.3).
AR-8 · Review and appeals
AR-8.1 If you believe a measure against you is wrong, write to support@strikeheart.com with your Player ID, the measure concerned and an explanation. You can do this for any measure, including automatic ones. Because report evidence is kept for no longer than 12 months (AR-9.3), please ask for a review promptly after you are informed of a measure.
AR-8.2 A person reviews your request, taking into account the evidence on which the measure was based and the information you provide. Automatic measures are reviewed by a person, not by the automated system. We tell you the outcome and its main reasons by e-mail. If the measure was not justified, we lift it and, where possible, restore what was removed.
AR-8.3 If you are not satisfied with the outcome, you can ask for a further review under SUP-6.2 of the Support & Complaints Policy and use the external remedies described in SUP-7.
AR-9 · Evidence and personal data
AR-9.1 Decisions on reports are based on the report: the reason chosen, an optional filtered note and, as evidence, the last 20 messages exchanged between the two players and the match ID and, for reports made during a voice session, the last part of that session of at most 60 seconds (VM-8.1, VM-8.2).
AR-9.2 We do not monitor private conversations and do not listen to voice chat. Only authorised moderation staff can access report evidence, through role-based tools; every access is logged, and downloading and sharing evidence are restricted (VM-9.1).
AR-9.3 Report evidence is kept until the report has been resolved and any review has been completed, and no longer than 12 months after the report; it is then deleted (VM-8.3). If a competent authority requests a record or the law otherwise requires it, the record concerned is preserved for as long as the law requires.
AR-9.4 Records of sanctions – decision, reason and date – are kept for the life of the account (VM-8.4, PP-8.3).
AR-10 · Younger players
AR-10.1 Children under 13 may not create an account or use the Game. If we find that an account belongs to a child under 13, we close the account and delete its personal data (TOS-3.3, PP-9.3). This closure applies the minimum-age rule; it is a protection, not a sanction for a breach of the rules. Parents and legal guardians can contact privacy@strikeheart.com.
AR-11 · Ending your account
AR-11.1 You can stop using the Game and delete your account at any time, as described in the Account Deletion Policy (TOS-12.1).
AR-12 · Changes and contact
AR-12.1 We may update this Policy as the Game and community grow; material changes are announced in the Game or on strikeheart.com before they take effect (TOS-13.1). Questions and reviews: support@strikeheart.com. Privacy requests: privacy@strikeheart.com.