Code of Conduct

This Code of Conduct (the "Code") sets out how we expect everyone to behave in Zaos, so that the game stays fair, safe and enjoyable. It forms part of our Terms of Service (the "Terms"); where both deal with the same matter, the Terms prevail. In this Code, "we", "us" and "our" mean Zaos Entertainment S.A, and "staff" means our Game Masters (GMs), moderators, community managers and support agents.

1. Purpose and scope

1.1 What this Code covers

This Code applies to:

• the Zaos game, on every shard and city copy, and every account and character you use;
• the Zaos website at https://zaos.global, including your account pages;
• the Discord server and other community channels that we run; and
• our support system, including tickets, appeals and any conversation with staff.

It covers how you play and everything you share there: text, voice, names and images.

1.2 The Code is not exhaustive

No list of rules can foresee every situation. Behaviour not described here that clearly goes against the principles in section 2 may still be treated as a breach, and staff decide such cases using their judgement.

2. Core principles

Every rule in this Code follows from four principles:

1. Play fair. Everyone plays by the same rules with the same client, and progress is earned in play.
2. Respect other people. Competition is part of the game; abuse, hatred and threats are not.
3. Protect accounts and privacy. Your account is personal to you, and other people's accounts and information are not yours to take or expose.
4. Help keep the game healthy. Report cheating, exploits and abuse, and follow staff instructions.

3. Fair play

3.1 Cheats, hacks and unauthorised software

Play Zaos only with the official, unmodified game client and launcher. You must not create, use, distribute or advertise any software, hardware or service that gives an unfair advantage or interferes with the game, including:

• cheats, hacks, trainers and memory editors;
• modified game files, clients or packs, or tools that read or change the game's memory or network traffic;
• speed hacks, teleport hacks, wall hacks, damage or range hacks; and
• tools designed to avoid, disable or deceive our anti-cheat systems.

3.2 Bots, macros and automation

Every action in the game must be performed by you, at the keyboard. Bots, scripts, macros and any other automation that plays for you are forbidden. This includes automated farming or levelling, auto-clickers, input repeaters, programs that move or attack on a loop, and paid "levelling" or "boosting" services that play your account. So is running extra game clients to automate play or to control several characters through one input.

3.3 Manipulating results

You must not manipulate rankings, events or competitive results. Examples include arranged guild wars, farming kills, points or rewards with your own second accounts or a cooperating player, and losing on purpose to hand someone a reward.

4. Exploits and bugs

An exploit is any use of a bug, design flaw or unintended game behaviour to gain an advantage, such as duplicating items or currency, reaching places you should not reach, avoiding costs or cooldowns, or attacking monsters from where they cannot respond.

• If you find a bug or exploit, report it to us promptly through the in-game report tool (choose "Bug Report") or through our support system at zaos.global/account/support.
• Do not use it, repeat it to "test" it, or keep its results.
• Do not share how it works with anyone.

We do not penalise players who meet a bug by accident and report it. Using an exploit knowingly, or spreading it, is a serious breach, and we may remove anything gained through it (section 14).

5. Account security and ownership

5.1 Who owns an account

The account holder is the person who controls the email address registered to the account. Accounts are personal: you must not share, lend, sell, trade or give away your account, or buy, borrow or use another person's account, even with their permission. Offering or asking to do so is also a breach.

5.2 Keeping your account safe

You are responsible for everything that happens on your account. Use a unique, strong password, turn on two-step verification and keep your email secure.

Staff will never ask for your password, your two-step verification codes, your recovery codes or your security code. Never give them to anyone, and report whoever asks.

5.3 Other people's accounts

You must not access, or try to access, an account that is not yours, for example by phishing, guessing passwords or using leaked credentials. We do not give out information about any account, including its email address, to anyone other than its holder.

6. Real-money trading and gold selling

Zens, Wands, in-game currency, items and characters have no real-world value and may only be used inside the game as our Terms allow. You must not buy, sell or trade any of them, or any account, for real money or for anything outside the game, and you must not offer to do so. This includes:

• selling or buying in-game currency, items or characters on websites, marketplaces or social media;
• advertising such sales in game, on our website or on our Discord server;
• paid levelling or boosting services; and
• trading in-game goods for goods or currency in another game.

Buying from a gold seller funds cheating and account theft. Both sides of a real-money trade may be sanctioned, and the items or currency involved may be removed.

7. Scams and fraud

You must not deceive other players to obtain their items, currency, accounts or personal details. Examples include:

• misrepresenting an item or its bonuses in a trade, or switching items at the last moment;
• promising to pay or return something and then keeping it;
• fake giveaways, lotteries or "doubling" offers; and
• links to fake websites that collect passwords.

Lending, giving away or trading items is at your own risk. We cannot reverse a trade you agreed to, but we will act against a player who obtained it by fraud. Fraud involving payments, such as using stolen payment methods or filing a false chargeback, is dealt with under our Terms and Refund Policy.

8. Respect for other people

8.1 Harassment

You must not harass, bully, insult or intimidate anyone, whether another player or a member of staff. This includes repeatedly targeting someone, organising others to abuse them, and continuing to contact someone who has asked you to stop.

8.2 Hate speech and discrimination

You must not attack, demean or exclude people because of their race, ethnicity, nationality, religion, sex, gender identity, sexual orientation, disability, age or any similar characteristic. This covers slurs, hateful symbols and the promotion of hateful groups or ideologies.

8.3 Threats and violence

You must not threaten anyone with harm, in or out of the game, encourage anyone to harm themselves or others, or glorify real-world violence or terrorism. We treat real-life threats as among the most serious breaches and may report them to the authorities.

8.4 Sexual and offensive content

You must not share sexual or pornographic content, make sexual advances towards other players, or share gratuitously violent or shocking content. Any sexual content involving minors is strictly forbidden and will be reported to the authorities.

8.5 Privacy of others (doxxing)

You must not collect, share or threaten to share another person's personal information (such as their real name, address, phone number, photos, workplace or school) without their clear permission, or publish private conversations to embarrass or harm someone.

9. Names

Character names, guild names and any other names you choose are seen by everyone. Names must not:

• be offensive, hateful, sexual or vulgar, including through misspellings, numbers or symbols used in place of letters;
• refer to drugs, crime, real-world tragedies or extremist figures;
• contain real people's names or personal information;
• impersonate staff, for example by containing "GM", "Admin", "Staff", "Mod" or "Support"; or
• advertise websites, services or other games.

We may change or remove a name that breaks these rules without notice. Repeated or severe breaches may also lead to the sanctions in section 14.

10. Chat, spam and advertising

Chat is for the people in it. You must not:

• flood chat with repeated messages, symbols or capital letters, or post unrelated content in a chat meant for something else;
• advertise websites, servers, services, streams or social media accounts without our permission;
• post links that lead to malware, phishing or other harmful content; or
• use chat or voice to get around a mute or other sanction.

These rules apply equally to whispers, party, guild and offline messages and to voice chat.

11. Impersonation of staff

You must not pretend to be a member of staff or to act on our behalf, or claim contacts with staff that you do not have. Staff will never ask for your password (section 5.2). If you are unsure whether someone is staff, ask through support.

12. Gameplay conduct, events and staff instructions

12.1 PvP is part of the game

Player-versus-player combat where the game allows it, competing for monsters, bosses and resources, and guild wars are a legitimate part of Zaos. Losing a fight is not harassment, and we do not sanction anyone for playing the game as designed.

12.2 Griefing and abusive play

Griefing is using the game's mechanics mainly to ruin someone's experience rather than to compete. It is a breach when it is repeated, targeted or meant to drive someone away, for example:

• killing the same player again and again as they return to life or try to leave, after they have made clear they want no part in it, especially in farming areas;
• following a player to repeatedly steal kills or block them from completing quests;
• blocking paths, NPCs or quest objectives on purpose; and
• luring monsters onto players who cannot defend themselves.

Staff consider the place, who started the fight, the level difference, how often it happened and whether the player asked you to stop. Video evidence helps.

12.3 Events and staff instructions

Do not disrupt events. Follow the instructions staff give you in game, on our Discord server or in support; if you disagree, follow the instruction first and then raise the matter through support. Abusing, threatening or deliberately wasting the time of staff is a breach of this Code.

13. Reporting a breach

13.1 How to report

Use the in-game report tool, found in the ESC menu or by right-clicking a player. Choose "Complaint" to report a player and select the category that fits best:

• cheating or botting;
• harassment;
• scamming;
• real-money trading;
• inappropriate names; or
• exploits.

You can add a description and screenshots. For problems on the website or Discord, or if the report tool is not available, contact support at zaos.global/account/support.

13.2 What happens next

Reports go to our moderation team. We act on evidence that our servers can verify, not on accusations alone, so a report does not automatically lead to a sanction. Your identity stays anonymous: a sanctioned player is told that they broke the Code of Conduct, but never who reported them. The information attached to a report, and how we handle it, is described in our Privacy Policy.

13.3 False and abusive reports

Filing reports you know to be false, filing many reports to harass a player, or making accusations against other players or staff without evidence are themselves breaches of this Code.

14. Enforcement

14.1 Sanctions

We may take one or more of these measures, depending on the seriousness of the breach, whether it was deliberate, the harm caused and the player's record:

Each case is assessed on its facts. We may combine measures or go straight to a permanent ban when a breach is serious enough, and repeated breaches lead to stronger measures.

14.2 Removal of items and currency

We may remove, reduce or reverse anything obtained through a breach of this Code, such as items, in-game currency, Zens, Wands, experience, levels or rankings, including where they have since been passed on to other players. Nothing removed in this way is refunded.

14.3 Hardware bans and related accounts

For serious breaches we may ban the device used, so that it cannot be used to play Zaos again. Where several accounts are controlled by the same person and used to break the rules, a sanction may apply to all of them.

14.4 Evading a sanction

You must not create or use another account, or another person's account, to get around a mute, suspension or ban. The new account may be banned and the original sanction extended or made permanent.

14.5 Automated measures and staff discretion

Our anti-cheat and security systems may flag accounts for review and apply automatic temporary measures while a case is checked. Permanent sanctions are reviewed by staff. Staff decide on sanctions using their judgement and the principles of this Code, and their decision applies while any appeal is considered.

15. Appeals

If you believe a sanction is wrong, you can appeal through support. Please include:

• your account name and the character involved;
• the date of the sanction and the message you received;
• why you believe the decision was wrong; and
• any evidence that supports your appeal, such as screenshots or video.

Staff review the appeal and may confirm, reduce or lift the sanction, and we will tell you the result. Please send one appeal per sanction; abusive appeals may be closed. Appeals do not affect any rights you have under the law or under our Terms.

16. Changes to this Code

We may update this Code to cover new situations, game features or changes in the law. The current version is always published on this page with its update date, and we will announce significant changes in game or on our website before they take effect. Continuing to play after a change takes effect means you accept the updated Code.

17. Contact

Questions about this Code can be sent through support. For legal matters, write to legal@zaos.global. Further details about us are in our Legal Notice.