Account Policies

Santae Entertainment aims to provide a fair and secure environment for all users. The following policies outline how accounts should be created, maintained, and managed. Violations of these policies may result in disciplinary actions, including account suspension or permanent bans.

• To maintain fairness and integrity within Santae, players are expected to only have one account unless explicitly approved by staff.

• Each player is allowed to create and maintain one account to participate in Santae.
• The only exceptions are: o Siblings or family members sharing the same household. These cases must be approved by staff via a support ticket. o Users requiring an alternative account due to documented accessibility issues (e.g., separate accounts for mobile and desktop play, if justified).

Multi-accounting creates an unfair advantage and is prohibited under all circumstances. Using multiple accounts to gain benefits will result in immediate action against all linked accounts. Examples of multi- account abuse include:

• Item farming: Creating additional accounts to farm items, currency, or event rewards.
• Artificial trading advantage: Using multiple accounts to funnel resources to a main account.
• Bypassing bans: Creating a new account to avoid an existing suspension or ban. Penalty for Multi-Accounting
• First offense: A warning and potential removal of illegitimate gains.
• Second offense: Temporary suspension of all associated accounts.
• Third offense: Permanent ban of all accounts involved.

• Account sharing (allowing someone else to log in and play on your account) is strictly prohibited.
• Santae Entertainment cannot provide assistance for issues arising from shared accounts, such as stolen items, lost progress, or disputes.
• Parents or guardians managing a minor’s account must register the account under their own supervision and ensure compliance with these rules. Consequences of Account Sharing:
• First offense: Warning and account security check.
• Repeated offenses: Account restrictions or potential suspension.

• Santae Entertainment periodically reviews inactive accounts to optimize server space and enhance security. If a player does not log in for an extended period, their account may be flagged for archival or deletion.

• Accounts inactive for 12 months (or another determined period) may be marked for inactivity.
• Accounts inactive for 24 months or more may be flagged for deletion or archived (stored for future reactivation).
• Premium or supporter accounts (Kickstarter backers, special supporters) may receive extended grace periods before being flagged.

If an account has been archived due to inactivity, users may request reactivation by: 1. Submitting a support ticket with the original email and account details. 2. Verifying their identity (to prevent unauthorized access). 3. Acknowledging and accepting any updates to Santae’s Terms of Service since their last login. *Santae does not guarantee the restoration of all account data, as some inactive accounts may be permanently deleted. *If an account is permanently deleted, usernames and in-game assets are not recoverable.

• Santae Entertainment requires all usernames and display names to be appropriate and follow community guidelines.

Usernames must not contain the following:

• Offensive or inappropriate content: Vulgar, sexually explicit, or discriminatory terms.
• Impersonation of staff or other players: Using names that imply official affiliation (e.g., "SantaeAdmin" or "Moderator").
• Advertising or promotional material: References to external brands, products, or websites.
• Unintended special characters: Usernames must follow standard character formatting for compatibility.

Username Violation Penalties:

• If a username is flagged, the user will be required to change it.
• Repeated violations may result in temporary restrictions or account suspension.

• Users may request one (1) free username change per twelve (12) months.
• Additional username changes may be available for purchase with in-game currency (SanCash).
• Username history is not visible to other players for privacy reasons.

• Santae Entertainment takes security seriously and encourages players to keep their accounts safe.

• Use a strong password with a combination of letters, numbers, and symbols.
• Do not share your password with anyone, including staff. Santae staff will never ask for your login credentials.
• Enable two-factor authentication (2FA) (when available) for added protection.
• Be wary of phishing attempts—Santae will only contact users via official channels. Compromised Account Policy: If your account is compromised: 1. Immediately reset your password. 2. Submit a support ticket for review. 3. If fraudulent activity is detected, staff may temporarily lock your account to prevent further damage.

• If you forget your password, use the password reset function on the login page.
• If you lose access to your email, submit a support ticket with proof of ownership (previous transaction history, account creation date, etc.).
• If your account is banned and you believe it was a mistake, file an appeal via submitting a support ticket.

• If an account is banned, the following policies apply:

• Temporary Bans: Last 3 days to 1 month, depending on the offense.
• Permanent Bans: Issued for serious or repeated violations.
• IP Bans: Used to block persistent offenders from rejoining the site.

• Players may submit one appeal per ban via the support system.
• Appeals must be well-reasoned and include relevant details.
• Decisions on appeals are final unless new evidence arises. *Accounts banned for scamming, hacking, or harassment are not eligible for appeal.