Moderation & Enforcement Policies ================================= Warnings, investigations, reporting, and the appeals process. Policy date: 2025-03-08 3. Moderation & Enforcement Policies The Santae Entertainment moderation team is committed to ensuring a fair, safe, and enjoyable experience for all players. These policies outline how rules are enforced, the disciplinary process, and how users can appeal decisions. 3.1 Warning & Ban System Santae utilizes a tiered discipline system to address rule violations proportionally. Each case is evaluated individually, and repeat offenses lead to escalating consequences. 3.1.1 Tiered Discipline Process Step 1: Verbal Warning Issued for minor infractions (e.g., minor spam, mild inappropriate language, accidental rule- breaking). Delivered via private message by a Moderator. No record is kept unless repeated behavior occurs. Example offenses: Posting off-topic content in chat/forums. Excessive caps or mild spam that disrupts conversations. Unintentional rule-breaking (e.g., first-time minor offense). Step 2: Official Warning If a player repeats the offense or commits a more serious violation, an Official Warning is issued. Logged into the system for tracking purposes. Further infractions will escalate disciplinary action. Example offenses: Disrespectful behavior (mild personal attacks, passive-aggressive trolling). Repeated spam, excessive caps, or intentional minor disruptions. Attempting to trade items outside of Santae (cross-game trading). Refusing to comply with prior verbal warnings. Step 3: Temporary Ban (3-14 days) If a player continues violating rules despite prior warnings, a temporary suspension is issued. Duration varies (3 to 14 days) depending on the severity of the infraction, the Admin handling the situation has the final say on the temporary suspension duration. The user is notified via email or support ticket with details of the suspension. Example offenses: Harassment or bullying of another user. Bypassing chat filters or engaging in inappropriate conversations. Attempting to scam users in trades or transactions. Abusing exploits instead of reporting them. Excessive rule violations over a short period. Step 4: Permanent Ban Permanent account termination is reserved for severe or repeated violations. Applied when a user poses a major risk to the community or game integrity. The user loses all access to Santae permanently. Example offenses: Hacking, cheating, or use of bots/third-party software. Severe or repeated harassment, threats, or personal attacks. Scamming users (currency/item theft, fraudulent trades, etc.). Multiple accounts used for exploitation or avoiding bans. Sharing, leaking, or distributing private information (doxxing). Real-world money trading (RMT) of in-game assets. Attempting to impersonate staff or commit fraud. *Some offenses skip earlier stages and result in immediate bans based on severity, The Santae Team has the final decision. 3.2 Appeals Process Santae allows users to appeal disciplinary actions if they believe a mistake was made or they have new evidence. However, not all bans are appealable, especially in cases of hacking, scamming, or extreme harassment. 3.2.1 How to Submit an Appeal 1. Go to the Support Ticket System and select "Ban Appeal" as the category. 2. Include the following details: o Your username and account details. o The reason for the appeal. o Any supporting evidence or explanation for the behavior. 3. Await a response from the moderation team. Decisions are typically reviewed within 24 hours. 3.2.2 Appeal Review Process Appeals are reviewed by senior moderators or administrators. If new evidence supports the appeal, the ban may be lifted or reduced. If the appeal is denied, the decision is final unless further evidence emerges. Appealable Situations: First-time offenses with a legitimate misunderstanding. Mistaken identity (e.g., flagged for multi-accounting when it was a sibling). Situations where context was missing in reports. Non-Appealable Situations: Permanent bans for hacking, scamming, or real-world money trading. Multiple offenses with clear warnings leading up to the ban. Appeals lacking reasonable arguments or evidence. 3.3 Reporting Violations Players play an important role in maintaining a safe environment by reporting rule-breaking behavior. 3.3.1 How to Report a Violation Santae provides two main ways to report issues: In-Game Reporting System: Click the "Report" button on a user’s profile or message. Select the reason for reporting (spam, harassment, cheating, etc.). Submit the report for moderation review. Support Ticket System: If the issue requires more details, use the Support Ticket system. Include screenshots, chat logs, or transaction history (if applicable). Provide context so moderators can investigate fairly. 3.3.2 False or Malicious Reports Submitting false reports to harass other users is strictly prohibited. Users who abuse the report system may receive warnings or bans. All reports are reviewed carefully, and action is only taken when evidence supports the claim. Valid reports include: Screenshots of a player scamming someone. Evidence of harassment, threats, or inappropriate conduct. Clear proof of hacking or cheating. Invalid reports include: Reporting someone out of personal dislike. Falsifying evidence or taking messages out of context. Spam-reporting a user for no reason. *Players who submit multiple false reports may be temporarily restricted from using the report system. 3.4 Moderator & Admin Expectations & Team The Moderator and Admin teams play a crucial role in maintaining Santae’s safety, fairness, and integrity. Below are detailed expectations for each role, outlining their responsibilities, escalation procedures, and behavior standards. 3.4.1 Moderator Responsibilities Moderators (Mods) are front-line enforcers of Santae’s rules, ensuring a positive player experience by monitoring discussions, investigating reports, and escalating critical issues when necessary. Monitor Community Interactions: Review chat, forums, trades, and reports to ensure rule compliance. Address trolling, hate speech, harassment, and spam. Handle Minor Rule Violations: Issue verbal warnings and official warnings for low-severity offenses. Moderate language use, inappropriate usernames, and disruptive behavior. Monitor Trade Interactions & Escalate as Needed: Ensure fair trading by investigating reported scams, fraudulent transactions, or suspicious trading behavior. Moderators cannot reverse trades but must escalate cases requiring administrative action. Investigate Reports & Apply Tiered Enforcement: Review player-submitted reports and evaluate evidence carefully. Take appropriate action based on Santae’s Warning & Ban System. Flag unresolved or complex cases for Admin review. Prevent & Address Exploit Abuses: If a bug/exploit is being abused, moderators must collect evidence and escalate to Admins for review. Players who knowingly abuse exploits may be penalized. Maintain Professionalism & Unbiased Judgment: Mods must act impartially and avoid favoritism or personal biases. Staff should never engage in arguments with players publicly. Assist with Player Inquiries: Provide basic guidance on game mechanics, rules, and policies. Redirect technical issues or disputes requiring higher authority to Admins. Escalate Serious Offenses to Admins: Moderators CANNOT: o Reverse trades or recover lost items. o Issue permanent bans (Admin authorization required). o Access private user data (e.g., IP logs, emails). If an issue requires admin intervention, mods should document findings and escalate the case. 3.4.2 Admin Responsibilities Administrators (Admins) have higher-level access and decision-making authority for enforcing Santae’s rules, handling escalations, and reviewing disciplinary actions. Admin Duties: Handle Trade Scams & Item Recovery Cases: Review evidence of fraudulent trades and scams. Manually reverse trades or restore lost/stolen items (if justified). Ban repeat offenders who abuse trading mechanics. Review & Approve Permanent Bans: Permanent bans require Admin approval to ensure fairness. Admins review ban appeals and determine outcomes. Investigate Reports Escalated by Moderators: If a case is complex, involves legal concerns, or impacts game integrity, Admins conduct deeper investigations. This includes major account disputes, serious harassment cases, and security breaches. Monitor Site-Wide Behavior & Enforce Consistency: Ensure consistent rule enforcement across all staff. Address gray-area situations that require case-by-case judgment. Manage IP & Multi-Account Investigations: Detect and handle alt account abuse or ban evasion attempts. Apply IP bans if necessary to prevent repeated infractions. Provide Final Rulings on Appeals: Players can appeal temporary bans via the support ticket system. Admins conduct final appeal reviews and determine if a ban should be reduced or lifted. Cases without sufficient justification remain upheld. Assist in Game Security & Policy Updates: Work with developers to improve security measures against bots, exploits, and hacking. Regularly review and update policies to adapt to emerging issues. 3.4.3 Moderator & Admin Code of Conduct All staff members must adhere to the following ethical standards while performing their duties: Professionalism & Fairness Never abuse power for personal gain or retaliate against players. Maintain neutrality—do not engage in favoritism. Avoid conflicts of interest (e.g., participating in game economy while enforcing trade rules). Confidentiality & Data Protection Staff must never share internal discussions or player data. Any breach of confidentiality is grounds for immediate removal. Staff Accountability All actions (bans, warnings, trade interventions) must be documented. If a staff member abuses their role, Admins can revoke privileges or remove them. Admins must hold each other accountable to ensure fair enforcement. 3.4.4 Escalation Guidelines To ensure efficient moderation, cases are escalated in stages: Minor Issues → Moderators handle with warnings or temporary chat restrictions. Repeat Offenders → Mods issue temporary bans (3-14 days) and log reports. Trade Scam or Fraudulent Activity → Mods investigate and escalate to Admins if intervention is required. Hacking, Exploits, or Game Integrity Threats → Admins conduct full investigations and issue permanent bans or security actions.