Before you file your Support Case, we kindly ask you to consider the following simple rules:

The Entropia Universe Support Department do not:

- provide support via direct e-mail or phone.

- answer questions regarding developmental or design issues. This is not the right venue for discussing Entropia Universe core dynamics. Questions regarding the different In-World systems will therefore be left unanswered. Instead, we advise you to turn to fellow participants or to one of the Entropia Universe related Community Sites and look for the answer to your questions there.

- reveal or comment on any information regarding future content.

- answer any inquiries written in a language which can be interpreted as sexist, obscene, threatening, harmful, abusive, hateful, racist, or vulgar. Support Cases written in such language will be left unanswered.

- reveal any information about, or handle Support Cases referring to accounts other than the one owned by the person filing the Support Case.

- handle Cases submitted later than five business days after the incident. Exceptions to this rule are possible, but due to their time consuming nature, cases involving data older than six months will be levied with a fixed hourly cost of 400 PED/hour.

The Entropia Universe Scam Prevention Policy

Due to the diversity of human nature, not all participants in the Entropia Universe will be honest upstanding citizens. Just like in real life, the virtual universe may be home to unscrupulous people looking to scam others out of their hard-earned possessions. MindArk PE AB ("MindArk") does not support or condone this exploitative behavior inside the Entropia Universe. However, if one is 'scammed' out of goods or funds, MindArk is in no way responsible. The company cannot and will not return items lost in a scam. The loss is your own responsibility.

If an Entropia Universe participant reports another participant as a 'scammer', MindArk will investigate and determine if any action needs to be taken. Each case is unique and will be treated as such. One means of disciplinary action is the issuing of a warning and a call for the behavior to cease. If the behavior persists, the participant risks suspension of his or her account, or permanent expulsion from the Entropia Universe.

ADVICE

Always be cautious and wary of people offering deals that seem too good to be true - they usually are!

When trading, always research the market to see if the suggested price is reasonable. People will use all kind of arguments as to why a certain price is the correct one, or why a certain piece of equipment is the best.

Do not trust anyone unless you know them personally.

If someone attempts to sell you many items and you cannot see them, they probably don't exist.

If you want to make a purchase, buy items one at a time.

Always remember to right-click on the offered items to view their individual ITEM INFO data.

If you have a valuable item that someone wants to see, do not just show it willingly. Place it in the trade window instead. This allows both parties to view it. Remember! Do not hit the 'ACCEPT' button. If the other user says he or she cannot see it or get the information on it, you are probably dealing with a 'scammer' at work.

Do not listen to 'hard luck cases'. Scam artists will say or do almost anything to get your items from you.

If you kill a creature that was close to death and then loot it, do not give up the loot to someone claiming it as theirs. The user who does the most damage has the right to loot the kill.

Think a deal through, as all trades are final.

Remember that MindArk will not return items lost in a scam, so protect yourself!

Harrassment Policy

Our goal in the Entropia Universe is to create and maintain a strong community that affords its participants a comfortable and enjoyable atmosphere. This includes the right for participants to contest unsociable or distressing behavior.

WHAT IS HARASSMENT?
Harassment is the deliberate misuse and abuse of functions in the virtual world of the Entropia Universe in order to cause distress or offense to another participant. Virtual world functions include, but are not limited to, trading with other participants, the acquisition and use of weapons, and chatting to others. What is very important in determining whether a particular in-world function is being abused and constitutes harassment is the 'intention'. Is a participant deliberately trying to disrupt another participants involvement in the Entropia Universe?

While certain actions may cause distress to other participants, it is not considered harassment until it has been determined by MindArk that it was done to intentionally cause personal distress to other participants.

Any behavior that is unrelenting, inescapable, offensive and directed specifically at you or your group is also considered harassment. Derogatory and hateful comments that are sexual, racist, religious or related to gender are also deemed harassment.

PENALTIES FOR HARASSMENT
Harassment in the Entropia Universe is considered a direct violation of the rules of conduct and a ruling of genuine harassment can result in warnings or immediate and permanent account suspension depending on the severity of the harassment. MindArk has zero tolerance for harassment. The evaluation of such reports is, however, not easy and therefore we need sufficient proof to be able to act. Reports based on words only, will not be sufficient.

HOW TO REPORT HARASSMENT
Any participant in the Entropia Universe that feels that he/she is the victim of harassment should report it to:

entropia_support@mindark.com

Include your own information and the full avatar name/s offending party, the manner of the harassment, and the dates and any logs or screenshots you have of the incidents. MindArk will examine each case individually and make a judgment based on this examination. Rulings will be non-negotiable and if a complaint is deemed genuine harassment, both parties will be informed and the harassment acknowledged.