Community rules and reporting
Elunor is a shared world, and everyone in it should feel safe. This page sets out the rules, how we enforce them, how to report something, and how to challenge a decision. It is part of the Terms and explains their section 3; if the two ever differ, the Terms win.
1. The rules
You agree not to:
- cheat: modify the game or its files, use bots, macros or automation, exploit bugs on purpose, or read or alter the game's memory or network traffic;
- harass, threaten or abuse other players, or post hateful, sexual or illegal content, in your character's name, in anything you write or in voice;
- pretend to be staff or another person;
- trade game items, coins or accounts for real money outside the game;
- attack, overload or try to get into our servers.
What counts as illegal depends on the country, but includes content that is a crime in the EU country or the UK where it is seen: for example child sexual abuse material, terrorist content, incitement to violence or hatred, threats, and fraud or scams.
2. How we look for breaches
We use these means to find out whether a rule was broken:
- Automatic checks in the game and on our servers. They look for cheating and bots, not for what you say. A flagged account is suspended by a daily automatic run, without a person looking at it first: a few days for a first offence, longer for later ones.
- A name filter. Character names are checked against a list of offensive words in many languages; a name that fails is refused or changed.
- Proximity voice is open only to players confirmed as 18 or older. Our servers pass voice on without listening to it or recording it. Players near a speaker can report shouting; when two different players do, the speaker is muted for a time that grows if it happens again.
- Reports from players and others, read by a person.
- Appeals, each read by a person who can reverse the decision.
The automatic anti-cheat suspension is the one decision made without a person. Every other measure, and every appeal, involves a person, who can reverse the decision. We do not use these means to rank or profile you.
3. How to report
To report a player, a character name, something someone wrote or said, or anything you think is illegal, write to support@sunsigil.dev. This is our notice mechanism under Article 16 of the EU Digital Services Act, and it works for everyone, with or without an account. Please give us:
- what is wrong and why you think it breaks the law or the rules;
- where to find it: the character name, the place in the world, the time and date (with your time zone), and a screenshot if you have one;
- your name and email address, so we can answer you (you may leave your name out if the report is about a child sexual abuse offence);
- a sentence that you believe in good faith that what you say is accurate and complete.
We confirm that we received your report, look at it without undue delay and carefully, and tell you what we decided and how you can challenge it. Reports in bad faith, or made again and again without cause, may be set aside. If someone is in danger now, call the emergency number of your country first.
4. What we may do
If a rule was broken we may warn you, remove or change a name, mute your voice for a time, suspend your account for a time, or close it for a serious or repeated breach. For illegal content we may also report it to the authorities when the law requires.
5. What we tell you
When we suspend or close an account, or mute or restrict it, we tell you, in the game at your next sign-in and by email where we have your address: what we decided and for how long; the ground (the rule in the Terms or on this page that was broken, or the law that was); the facts we relied on, as far as we can say them without helping cheaters to avoid detection; whether the decision was made automatically; a reference that is shown only to you; and how to challenge it - by appeal in the game or at elunor.sunsigil.dev/appeal" rel="noopener">https://elunor.sunsigil.dev/appeal">elunor.sunsigil.dev/appeal, by email complaint, through an out-of-court body, or in court. You can ask for more detail at support@sunsigil.dev; a person answers.
6. Appeals and complaints
You can appeal a suspension in the game or on the game's web address under /appeal (elunor.sunsigil.dev/appeal" rel="noopener">https://elunor.sunsigil.dev/appeal">elunor.sunsigil.dev/appeal), using your reference. A person reviews every appeal and lifts the suspension if it was wrong. You can also write to support@sunsigil.dev to complain about any decision we took about your account or your report; we accept complaints for at least six months after the decision. Our Complaints page covers the rest, including out-of-court dispute settlement.
7. Safety of voice and chat
Voice chat is limited to players who have shown they are 18 or older through a passport check (see the Privacy Policy), which is how we keep it away from children. Players under 18 can play the game without voice.
8. UK Online Safety Act
Elunor lets players meet and communicate (by voice, and through names and other things they write), so it is a user-to-user service under the UK Online Safety Act 2023. We handle illegal content as follows:
- You can report illegal content, and content you think is harmful to children, to support@sunsigil.dev (section 3). The route is free and open to anyone, with or without an account.
- When we find or are told of illegal content, we remove it or restrict it without undue delay, and may suspend the account (section 4).
- You can complain about how we handled a report, a decision about your content or account, or our duties under the Act, to support@sunsigil.dev (section 6); you can also complain to Ofcom (ofcom.org.uk), the UK regulator.
- Children's access: the game is open to players aged 13 and over, so children can use it. Our assessment is that the main risks to them are contact and content from strangers. To limit these we restrict voice to players confirmed as 18 or older, filter character names, and provide the reporting route above. We review this when the game's features change.