Zero Bound Terms of Service

1. About these Terms

In short: this is the agreement between you and the provider of the game. It is made up of these Terms, the Privacy Policy, the Game Rules and what the purchase screens say.

1.1 Who provides the game

The game is provided by [provider name, filled in before launch], an individual developer ("we", "us"), and is published under the developer name shown on its Google Play store listing. The package name is com.nextactionplus.towermergearena, and the game is distributed only through Google Play. "You" means the player. If you are a minor, it also includes the parent or guardian who accepts these Terms for you.

1.2 Documents that form the agreement

The agreement between you and us consists of:

1. these Terms;
2. the Privacy Policy, which explains how we handle your data;
3. Appendix A, the Game Rules, which set out how players must behave and how we deal with breaches;
4. the contents, quantities, durations, prices and odds tables shown on purchase screens (shop, summons, monthly card, pass and similar), and the event rules we announce in the game.

If these documents conflict, these Terms prevail, except where a purchase screen or event rule gives you a better deal, in which case that screen or rule applies. Where a term is unclear, it is read in the way that is more favourable to you.

1.3 Reading and accepting

The start screen shows links to these Terms and the Privacy Policy with a tick box under "Start game". Ticking "I have read and agree to the Terms of Service and the Privacy Policy" and tapping "Start game" means you have read and accept them. You can read them again at any time under Settings > About > Terms of Service. If you do not accept them, please do not play the game.

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2. Age and parental consent

In short: you must be 13 or older. Minors need a parent's or guardian's consent, and so do their purchases.

2.1 Minimum age

You must be at least 13, or the age at which the law where you live lets you use online services on your own, whichever is higher. The game is not designed for children under 13, and we do not knowingly collect personal data from them.

2.2 Minors

If you are under the age of majority where you live (for example 18 in Hong Kong and Taiwan), your parent or guardian must read, understand and accept these Terms, including later changes, before you play. Once they have done so, they are responsible for your use of the game and your purchases.

2.3 Purchases by minors

A minor must get a parent's or guardian's consent before buying any paid content. We recommend that parents turn on Google Play's parental controls and purchase approval (for example Family Link, or a password for every purchase). If a minor buys something without consent, the parent or guardian can ask for a refund under section 5.6 and local law.

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3. Your account

In short: the game creates a guest account for you. Each realm keeps its own character, and a character in a new realm starts from zero. Use a transfer code to move it to a new phone. The account is for you alone; do not sell, lend or share it.

3.1 Guest account and player ID

The first time you connect, our server creates a guest account and gives you a player ID. You do not need to give us your name, email address or phone number. Your login is stored on your device. If you clear the game's data or uninstall it without first getting a transfer code, you may not be able to recover the account.

The game is divided into realms (for example S1). One account has at most one character in each realm, and a character created in a new realm starts from zero. A character's progress, virtual items and purchases belong to that realm's character and cannot be moved between realms.

3.2 Transfer codes and new devices

Under Settings > Account you can get a transfer code to move your account to another device. A code works once and is valid for 24 hours; after it is used, the account is signed out on the old device. If a device does not open the game for more than 365 days, its login expires, so get a transfer code before you change phones or take a long break. You can also get a transfer code from "Account" on the start screen. Once linking Google Play Games is available, you can use it to sign in and recover the account (we will announce it in the game).

3.3 Keeping your account safe

Keep your transfer code private and never share it. Neither we nor our support staff will ever ask for it by email, letter or in-game message; you only ever enter it yourself, in the game or on our official account deletion page. We are not responsible for losses caused by you sharing your code or handing your device to someone else, but you can still ask us for help under section 3.5.

3.4 No selling, sharing or transferring

Your account is for your personal use only. You must not sell, buy, rent, lend, give away or share an account, or play on someone else's account for money or other benefit (for example boosting).

3.5 If your account is taken over

If you think someone else is using your account, email support@playzerobound.com straight away with your player ID and anything that shows the account is yours (for example a Google Play order number, the purchase time or the device model you use). Once we have checked, we can lock the account temporarily, end other logins and help you get it back. We will not charge you anything while the account is locked.

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4. Licence and virtual items

In short: you get a licence to use things in the game, not ownership. Virtual items have no cash value and cannot be resold.

4.1 Licence to play

As long as you follow these Terms, we give you a personal, non-commercial, non-exclusive, non-transferable and non-sublicensable right to install and play the game on your device. This licence ends when the agreement ends.

4.2 Virtual items

Virtual items include gold, gems, tower shards for each family, universal shards, chests, skins, avatar frames, titles, emotes, pass and monthly card benefits, campaign talent points and similar items ("virtual items"). Whether you buy them, earn them or receive them in an event, what you get is a licence to use them in the game. They exist as records on our servers and belong to the character of the realm where you got them (section 3.1). Within these Terms you have the right to use and control them in the game, and we will keep those records intact.

4.3 No cash value and no transfers

Virtual items cannot be exchanged for money or anything else of value, and cannot be moved between players unless the game itself clearly offers that feature. You must not buy, sell or trade virtual items or accounts outside the game (for example on auction sites or social media). We may remove items obtained through unofficial channels. Virtual items are not refundable except as set out in sections 5.6, 12 and 21 or required by local law.

4.4 Changes to values, balance and content

To keep the game balanced, fix bugs, keep it secure or meet legal requirements, we may change the values, effects, appearance, availability or in-game prices of virtual items. We describe changes in the update notes. If a change would noticeably reduce the value of something you paid for, we will announce it in advance and handle it under section 11.3.

4.5 Tower levels and fair modes

Tower levels in the lobby (Lv1 to Lv15) give a small increase to the health and attack of that family's towers and squads, up to +12% in total at Lv15. Lv1 matches the base numbers. Tower levels never change attack speed, range, movement speed or spawn interval. Ranked and casual matches use your real tower levels and pair you with opponents of similar skill using a hidden rating. Friendly matches, event matches and weekly variant modes always use a standard level. Skins, achievements, the codex and campaign-only bonuses never change PvP battle stats. Every tower family that affects power can be obtained for free.

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5. Purchases

In short: all payments go through Google Play. Check what you are buying before you pay. Refunds follow Google Play's rules and local law, and items from refunded or cancelled purchases are taken back.

5.1 Google Play only

Paid content is sold only through Google Play's billing system. We never direct you to other payment methods, and we cannot see your card or payment account details. Do not buy gems or accounts from third parties; doing so breaks these Terms and is often a scam.

5.2 Prices, taxes and confirmation

The price is the amount shown on the Google Play payment screen. It may include, or have added to it, local taxes, which Google Play handles under local rules. The purchase screen lists the contents, quantity, duration and price of each item, and shows the odds first for anything with random contents (section 6).

5.3 Purchases by minors

Purchases by minors are covered by section 2.3.

5.4 Delivery

We deliver a purchase to the character you are playing when you buy (you can see the realm and character in your purchase history) once our server has confirmed the payment with Google Play, usually within a few seconds. If a payment is still pending, delivery waits until it completes. If the payment went through but nothing arrived, reopen the game so it can check again; if it still has not arrived, contact support with your order number.

5.5 Paid gems and free gems

Gems can come from purchases ("paid gems") or from rewards and gifts in the game ("free gems"). The game shows one total, but our server records the two amounts separately. When you spend gems, free gems are used first and paid gems after. Where the law requires a refund, only unspent paid gems are counted. Gems do not expire; section 12 covers what happens if the service ends.

5.6 Refunds

1. Purchases made through Google Play are covered by Google Play's refund policies. Within 48 hours of a purchase you can usually ask Google Play directly.
2. After that, or for payment problems, accidental purchases, purchases by a minor without consent, faulty content or content that did not arrive, email support@playzerobound.com with your player ID and order number. We will handle it under these Terms, Google Play's policies and the law where you live.
3. Content that has already been used or consumed generally cannot be refunded, unless the law says otherwise.
4. Nothing in these Terms limits any refund or other remedy you have under the law where you live.

5.7 Right of withdrawal in the EEA and the UK

If you are a consumer in the European Economic Area (including Ireland) or the United Kingdom, the law usually gives you 14 days to withdraw from a purchase. For digital content, we only start supply straight away if you expressly agree to immediate supply and confirm that you understand you lose the right of withdrawal once supply has started. The game asks you to confirm both points before it opens Google Play's payment screen; if you do not confirm, the purchase does not go ahead. Your legal rights if the content is faulty or not as described are not affected.

5.8 Refunded or cancelled purchases

If a purchase is refunded, cancelled, charged back or marked as void by Google Play, we take back what the buying character received from it. If the gems have already been spent, your paid gem balance may go below zero and gems you receive later are used to clear it first; we may also remove items you obtained with that purchase. Abusing refunds (for example repeatedly refunding after receiving content) is a serious breach and is handled under section 10.

5.9 Price changes

We may change the prices of products or the gem prices of in-game items. Changes apply only to later purchases and do not affect content you have already bought and received. If we raise the gem price of a permanent shop item, we will announce it in the game at least 30 days before it takes effect. This does not apply to limited-time offers or event items.

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6. Random items (summons and chests)

In short: every paid random item shows its full odds before you buy. The server tracks pity and shows it on screen. Paid summons are switched off in some regions.

6.1 Odds shown before purchase

For summons, chests bought with gems and any other random contents you pay for ("random items"), the odds of every possible result are shown next to the purchase button before you pay or spend gems. The odds on screen come from the same configuration the server uses. While a summon banner is running, we will not lower the odds we published for it; odds for a new banner are published when it starts. The full odds table opens from the Odds button of the summon screen and from the confirmation of every paid summon, and it is also published at https://playzerobound.com/legal/odds.en.html, with every row to two decimals and a total of 100.00%.

Random items are prizes of chance: buying one or taking part does not guarantee that you receive any particular item.

6.2 Pity

Some summons include pity (for example, the featured item is guaranteed within a set number of pulls). The number and rules, including whether your count carries over to the next banner, are explained in that banner's details. Your current count is stored on the server and shown on the summon screen; the current pity count and the overall rate of the featured item with pity are in the odds table and at https://playzerobound.com/legal/odds.en.html. You can see your last 100 results on the summon history page.

6.3 Free ways to get items

You get one free summon every day. Every tower family that affects power can be obtained through free paths (for example the progression road, quests and events). Collection and codex rewards never require you to complete a set that can only come from paid random items.

6.4 Regional restrictions

In countries or regions whose laws prohibit or restrict paid random items (for example Belgium), we switch off summons that use gems and chests bought with gems, and keep only direct purchases and free paths. We work out your region from your Google Play account country or another reasonable method.

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7. Campaign monthly card and other time-limited items

In short: the campaign monthly card lasts 30 days, does not renew automatically and only works in the PvE campaign.

7.1 Campaign monthly card

1. Duration: 30 days from the moment the purchase completes, measured in server time. The campaign screen shows the days left.
2. No automatic renewal: the card is a one-time purchase. Nothing is charged when it ends; buy it again if you want to continue.
3. Contents: the auto-merge assistant in the PvE campaign, daily gems and a bonus to offline chests. The number of daily gems and how to claim them, and the size of the offline chest bonus, are as shown on the purchase screen.
4. The auto-merge assistant works only in the campaign. It only merges and feeds towers, at a human-like pace. It never draws towers and never spends gold. It does not exist in PvP.
5. Stacking: buying again while a card is active adds 30 days to the end date, up to 90 days in total.
6. Trial: when you reach campaign stage 30 you get a one-time free 3-day trial. If you buy the card during the trial, the card runs for 30 days from the purchase and the rest of the trial ends.
7. We remind you once in the lobby before the card ends.

7.2 Gold pass, starter pack and first-purchase bonus

1. The gold pass is a one-time purchase per season. When you buy it, you immediately receive the rewards for the tiers you have already reached that season. It ends when the season ends.
2. The starter pack, the first-purchase bonus and products marked as once only are per character: the character in each realm can buy each of them once (the starter pack is offered only during the first 7 days after that character is created). Free trials (for example the monthly card trial) and free rewards that can be claimed only once are per account: an account gets each of them once, and creating a character in another realm does not offer them again.
3. The first-purchase bonus means the first purchase of each gem pack gives you the same number of gems again as a bonus. The bonus gems are free gems.
4. The contents, duration and limits of each product are as described on its purchase screen.

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8. Game rules and fair play

In short: the server decides results; some opponents are computer-controlled; ranks are partly reset each season; when your chest slots and chest storage are both full, wins only give a small amount of gold.

8.1 Game Rules

"Game Rules" means the rules we set for how the game is played, including Appendix A and the in-game How to Play pages. Game Rules cannot take away or limit your rights under these Terms; if they conflict, these Terms prevail. Changes to the Game Rules are announced under section 18.

8.2 The server decides results

Online matches are calculated on our servers with the same rules for everyone. Draw and merge results, wins and losses, rewards, chests, summons, ranks and campaign progress are all decided by the server's records. To prevent cheating, the server compares the state and check values reported by your game with its own.

8.3 Matchmaking and computer opponents

Ranked and casual matches pair players by a hidden skill rating and by rank. To keep waiting times short, the opponent in some matches may be controlled by AI (the computer): if matchmaking takes too long, or during your first few matches (currently your first 10), your opponent may be computer-controlled. Computer opponents are tuned to your rank.

8.4 Ranks and seasons

Ranked play runs in seasons of about 4 to 6 weeks. When a season ends, you receive rewards based on the highest rank you reached that season. When a new season starts, ranks drop part of the way under the announced rules (a soft reset). Rules for ranks, stars and season rewards may change between seasons and are announced before each season starts.

8.5 Chest slots and chest storage

Chests won in PvP matches go into 4 chest slots, and into chest storage once the slots are full. When both are full, a win gives only a small amount of gold and no chest; the game warns you before the match. Chests you buy and chests from other sources open straight away and do not take up a slot.

8.6 The campaign (PvE)

The campaign uses a permanent board. A snapshot is saved at the start of each stage, and if you lose you retry from that snapshot. Towers destroyed by monsters are lost. Campaign-only beyond-T10 stars, talents and blessings work only in the campaign and never carry into PvP. The server re-checks campaign results. Stages finished offline are marked "pending check" until you reconnect and they are checked; if a check fails, your progress goes back to the last checked stage.

8.7 Offline play

Without a connection you can only play the tutorial and practice, and these modes give no rewards.

8.8 How to Play

The full rules are in the game's How to Play pages.

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9. Code of conduct

In short: play fair and respect other players. Cheats, hacks, exploiting bugs, account trading, harassment and offensive names are not allowed.

9.1 What you must not do

When using the game you must not:

1. use cheats, modified clients, scripts, auto-clickers or any other automation (except the official auto-merge assistant that comes with the campaign monthly card);
2. modify, disassemble, decompile or reverse engineer the game, or tamper with or intercept traffic between the game and our servers, except where the law expressly allows it;
3. exploit bugs or glitches for an advantage, or spread ways to do so;
4. manipulate matchmaking or results, for example by losing on purpose, trading wins or farming rewards with several accounts;
5. sell, buy, rent or share accounts, or trade virtual items for money outside the game;
6. pretend to be us, our support staff or another player, or trick others into giving you their transfer code;
7. harass, threaten, discriminate against or abuse others, or use a player name that is abusive, hateful, sexual, violent, discriminatory, advertising something or pretending to be official;
8. pay with false details or someone else's payment method, or abuse refunds or chargebacks;
9. attack, overload or gain unauthorised access to our servers and systems;
10. knowingly make false reports;
11. do anything else that breaks the law or clearly harms fair play or other players' experience.

9.2 Reporting bugs

If you find a bug or exploit, stop using it and tell us as soon as you can at support@playzerobound.com. Players who report in good faith and stop using the bug will not be penalised for the report.

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10. Enforcement and appeals

In short: we act in proportion to the breach and tell you why. If you disagree, you can appeal by email within 30 days.

10.1 What we may do

Depending on how serious the breach is, from lightest to heaviest, we may: warn you; mute you; make you change your name (you choose a new one at your next login); restrict some features for a while (for example ranked play); suspend your account for a while; take back virtual items, rewards, ranks or progress gained through the breach; or ban you permanently (end the agreement). Appendix A shows how we handle each type of breach.

10.2 How we do it

1. Except in the cases in point 3, when we find that you have broken the Game Rules we first tell you what the breach is and ask you to stop within a set time. Only if you do not do so do we restrict your play under Appendix A.
2. A suspension for an ordinary breach lasts no more than 7 days each time.
3. For the following serious breaches we may suspend you straight after notifying you and may end the agreement (a permanent ban): (1) using cheats, modified clients, exploits or other unfair means; (2) attacking or damaging our systems; (3) paying for or obtaining content through impersonation, fraud or other improper means, or abusing refunds; (4) repeating the same type of breach after being notified (see Appendix A); (5) unlawful conduct established by a court or other judicial authority. While we investigate, we may restrict the account temporarily.
4. Our notice tells you what we did, why (which rule was broken), for how long and how to appeal. Because we do not have your email address, notices are delivered through the in-game mailbox, a notice shown when you log in, or an in-game announcement.
5. Items and progress taken back because of a breach are not refunded. If the agreement is ended because of a breach, whether unspent paid content is refunded depends on the law where you live.

10.3 Appeals

If you disagree with a decision, or have a complaint about connection quality, billing, game management or other parts of the service, email support@playzerobound.com within 30 days of our notice with your player ID and an explanation. We will reply with our decision within 15 days of receiving it. If we got it wrong, we will reverse the penalty and restore your rights and items. Appealing to us does not affect your right to go to a regulator, a consumer body or a court.

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11. Online service, maintenance and updates

In short: the game needs a connection, planned maintenance is announced in advance, and the game keeps being updated.

11.1 Maintenance

We announce planned maintenance in the game at least 7 days ahead and remind you when you log in and while you play. For emergency or unplanned maintenance and outages, we tell you as soon as we can and restore the service as quickly as possible. You may not be able to play during maintenance.

11.2 Updates

We release updates to fix problems, keep the game secure or add content. Some updates are required; if your game is older than the minimum version, you may not be able to play online.

11.3 Events, seasons and content changes

We may add, change, rotate or end events, seasons, maps, modes, products and features. If we plan to remove paid content you still have time left on, or make it noticeably worse, we will announce it in advance and offer a reasonable replacement, compensation or a refund where the law requires.

11.4 Outages caused by us

If an outage or data error is our fault, we fix it as quickly as we can and give reasonable compensation in proportion to the impact, for example extra days on a monthly card or other time-limited item, or replacing affected rewards and gems. Until the fix is complete, we do not charge you for the affected part of the service.

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12. If the service ends

In short: if we decide to close the game, we announce it at least 30 days ahead and deal with unspent paid content as the law requires.

12.1 Advance notice

If we decide to stop running the game, we announce it in the game at least 30 days before the closing date and explain it on the Google Play store listing. We stop selling paid content once the closure is announced.

12.2 Unspent paid content

For paid gems that are still unspent when the service ends, and the remaining days of a monthly card or other time-limited paid item (calculated pro rata), we will give refunds or otherwise deal with them as required by the law where you live. The closure notice will explain how to apply.

12.3 Data after closure

After the service ends we keep the necessary records for a period under section 15 and the Privacy Policy, and then delete them.

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13. Intellectual property and player content

13.1 Our rights

The rights in the game's code, art, models, music, sound effects, text, characters, names, logos and other content belong to us or to those who license them to us. Open-source components are provided under their own licences (see Settings > About > Open-source licences).

13.2 What you may do

Apart from playing for yourself under these Terms and any use the law allows, you must not copy, distribute, adapt or commercially exploit the game's content. You may share screenshots and recordings of the game for non-commercial purposes (for example streams or reviews), as long as you do not suggest that we sponsor or endorse you.

13.3 Player content

Content you create in the game (for example your player name or the text of a report) remains yours. You allow us to use, display and store it free of charge, worldwide, as needed to run and manage the game. You must make sure it does not infringe anyone else's rights.

13.4 Feedback

We may freely use any feedback or suggestions you choose to send us, without paying you.

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14. Ending the agreement and deleting your account

14.1 You can end it at any time

You can stop playing at any time and end the agreement by deleting your account (section 14.2) or by emailing support. Unspent paid content that local law says must be refunded is handled under sections 5.6 and 21.

14.2 Deleting your account

You can delete your account under Settings > Account > Delete account. If you can no longer open the game, you can make a request at https://playzerobound.com/legal/delete-account.en.html. Once you confirm, the account is disabled immediately and we delete the account, every realm's character and the game data on our servers within 30 days (the screen lists each character that will be deleted first; deleting a single character is not available); your progress on that device is cleared as well. All virtual items, purchases, ranks and campaign progress go with it. They cannot be restored, and deleting an account does not give a refund; if you want a refund, ask under section 5.6 before you delete. Data we must keep for legal or security reasons (for example purchase and transaction records) is kept as described in the Privacy Policy.

14.3 When we end it

Apart from serious breaches under section 10.2 and closing the service under section 12, we will not end the agreement at will.

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15. Keeping and viewing game records

15.1 What we keep

We keep your game records, including recent match results, wallet and transaction history, purchase records and enforcement records, for at least 30 days so that you can view them and disputes can be resolved.

15.2 Asking for a copy

You can ask for a copy of your game records by emailing support@playzerobound.com with your player ID and something that shows the account is yours (for example a Google Play order number; never send your transfer code). This is free. We send it to you as an electronic file within 7 working days after confirming your identity.

15.3 Personal data

Access to, correction, export and deletion of personal data are covered by the Privacy Policy.

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16. Disclaimers and limits on liability

In short: we take reasonable care and skill, but we cannot promise the game will never go wrong. We do not exclude any liability the law does not let us exclude.

16.1 Quality of service

We provide the game with reasonable care and skill and keep it as secure as can reasonably be expected given the technology at the time. Apart from guarantees the law does not let us exclude, the game is provided as it is; we do not promise that it will never be interrupted, will be free of errors or will meet your particular needs.

16.2 Losses we did not cause

As far as the law allows, we are not responsible for losses that were not caused by our intent or fault, such as problems with your device or network, problems with third-party services such as Google Play, you sharing your transfer code, or natural disasters and other events beyond our control.

16.3 System or software errors

If an error in our systems or software causes you a loss, we fix it and compensate you under section 11.4. If we can show that we were not at fault, our liability may be reduced as the law allows.

16.4 Cap on liability

As far as the law allows, our total liability to you is limited to the amount you paid us in the 12 months before the event that gave rise to the claim.

16.5 What we never exclude

Nothing in these Terms excludes or limits: (1) liability for death or personal injury caused by our negligence; (2) liability for intentional misconduct, fraud or gross negligence; (3) consumer rights and guarantees that the law where you live does not allow a contract to exclude, including those listed in section 21. Sections 16.2 and 16.4 do not apply to the extent the law where you live does not allow them.

16.6 Health

Please play in moderation, take regular breaks and avoid playing to excess. A small number of people may have seizures or similar symptoms when they see flashing lights or patterns. If you have a history of this, talk to a doctor before playing, and stop straight away if you feel unwell.

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17. Governing law and disputes

17.1 Governing law

These Terms are governed by the laws of the Hong Kong Special Administrative Region.

17.2 Resolving disputes

If a dispute arises about these Terms or the game, please email support@playzerobound.com first; we will try to settle it with you within 30 days. If we cannot, the dispute goes to the courts of the Hong Kong Special Administrative Region.

17.3 Consumer protection where you live

If you are a consumer, the mandatory consumer protection laws of the country or region where you live still apply, and you may bring proceedings in the courts where you live or complain to your local consumer protection authority under local law.

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18. Changes to these Terms

18.1 Announcing changes

We may change these Terms because of the law, new game features or the way we run the game. When we do, we announce the new version and the main changes in the game and update the version number and effective date.

18.2 Ordinary changes

Ordinary changes take effect at least 15 days after we announce them. If you do not object before then and keep playing, we continue the service under the changed Terms.

18.3 Material changes

For material changes (for example changes that affect your paid content, refunds, enforcement or how disputes are resolved), we also show an explanation the next time you open the game, and you need to accept again to keep using online features.

18.4 If you do not agree

If you do not agree with a change, you can stop playing and end the agreement under section 14. Unspent paid content that local law says must be refunded is handled under sections 5.6 and 21.

18.5 Changes that must take effect immediately

If the law requires a change, or we must make one to deal with a security issue, it may take effect sooner, but we will still announce it.

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19. General

19.1 Severability

If any part of these Terms is found invalid or unenforceable, the rest remains in effect.

19.2 No waiver

If we do not enforce a right straight away, we have not given it up.

19.3 Transfer

You may not transfer your rights and obligations under these Terms without our consent. If we transfer the running of the game to someone else, we may transfer these Terms with it, but this must not reduce your rights, and we will announce it in the game first.

19.4 Language versions

These Terms are available in Traditional Chinese, Simplified Chinese and English. If they differ, the Traditional Chinese version applies to players in Hong Kong and Macau and the English version applies to players elsewhere, unless local law requires otherwise.

19.5 Notices

We send you notices through in-game announcements, the mailbox or notice windows. Send notices to us at support@playzerobound.com.

19.6 Events beyond our control

If natural disasters, war, government orders, large-scale network or power failures or other events beyond our reasonable control stop us from performing these Terms, we are not liable for the delay while the event lasts. We will do what we can to limit the impact and keep you informed.

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20. Contact us

Provider: [provider name, filled in before launch]

Support email: support@playzerobound.com

Data protection contact: support@playzerobound.com

Please include your player ID and your character's realm (Settings > Account) when you write. The in-game "Report a problem" option fills in your player ID, realm, game version and device details for you. We will never ask for your transfer code.

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21. Regional terms

If you live in one of the regions below, the extra terms for that region also apply. If they conflict with the rest of these Terms, the regional terms prevail.

21.1 European Economic Area and United Kingdom

1. The right of withdrawal in section 5.7 applies.
2. Your legal rights for digital content, such as the right to content that matches the agreement, are not affected. If the game or paid content is faulty, you can ask us to fix it, or ask for a price reduction or end the agreement as the law allows.
3. When we change digital content under section 4.4 or 11.3, we do so only for a valid reason, at no extra cost to you, and we tell you beforehand. If the change affects your use of paid content more than in a minor way, you can end the agreement free of charge within 30 days as the law allows.
4. The cap in section 16.4 does not apply. We are liable as the law provides for foreseeable loss caused by our breach of these Terms.
5. You can bring proceedings in the courts of the country where you live, or use local consumer dispute resolution schemes.

21.2 Hong Kong and Macau

1. We provide the service with reasonable care and skill. These Terms do not exclude or limit this protection under Hong Kong's Supply of Services (Implied Terms) Ordinance (Cap. 457).
2. The disclaimers and limits on liability in these Terms are to be read in line with Hong Kong's Control of Exemption Clauses Ordinance (Cap. 71): we do not exclude liability for death or personal injury caused by negligence, and other exclusions or limits apply only so far as they are reasonable.
3. Players in Macau keep the consumer rights under Macau law that a contract cannot exclude.

21.3 Australia and New Zealand

1. Australia: our services come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure with the service, you are entitled to cancel and get a refund for the unused portion, or to compensation. For a failure that is not major, you are entitled to have it fixed within a reasonable time, and if that does not happen, to cancel and get a refund for the unused portion.
2. New Zealand: if you are a consumer protected by the Consumer Guarantees Act 1993, nothing in these Terms affects the protection it gives you.
3. Section 16.4 applies only as far as those laws allow.

21.4 United States, Canada and other regions

1. The game is not designed for children under 13. If we learn that an account belongs to a child under 13, we delete the account and the related data.
2. Some states, provinces and countries do not allow certain guarantees to be excluded or certain damages to be limited. There, section 16 applies only as far as the law allows.
3. Players in Singapore, Malaysia and other regions keep the consumer rights under their local law that a contract cannot exclude.

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Appendix A: Game Rules (enforcement table)

A.1 Principles

1. We act according to the type of breach, how serious it is and how often it happens, and we confirm breaches through both automatic detection and human review.
2. Each time we act, we tell you why and how to appeal under section 10.2. You can appeal under section 10.3.
3. Each suspension for an ordinary breach lasts no more than 7 days. Each mute or feature restriction lasts no more than 30 days.
4. "Repeated" means the third breach of the same type within 180 days after you were notified. We keep enforcement records for 1 year to judge whether a breach is repeated.
5. Days on a monthly card and other time-limited items keep counting during a suspension.

A.2 Enforcement table

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