Terms and Policies

To maintain fair relationships with its players, GnJoy LATAM has established this Acquisition and Refund Policy, which governs the purchase of services and products, as well as the conditions under which cancellations and refunds may be granted.

By proceeding with a purchase, you acknowledge and accept these terms.

1. General Refund Policy

• GRAVITY offers JoyCoins as products available for purchase by Users with real currency.  JoyCoins are a virtual currency that allow users to obtain special items and benefits in their free to access game service. The acquisition of JoyCoins and virtual items does not transfer ownership or title over any asset, goods or services and provides a license to use features offered within the Game as in Section 11.10 of the Ragnarok Online Software License Agreement.
• GRAVITY makes available to Users special items ("Special Items") that can be obtained through in-game currencies ("JoyCoins" and “JoyPoints”). JoyCoins and JoyPoints and any other virtual good or currency can only be used for in-game purchases and for gaming purposes, as provided in Section 11.1 of the Ragnarok Online Software License Agreement.
• All purchases of JoyCoins and JoyPoints (virtual currency) are final and non-refundable, either in part or in full, except for the Right of Regret as required by applicable consumer protection laws.
• Refund requests must comply with legal requirements, including the Right of Regret for online purchases.
• Users are fully responsible for all purchases made through their GnJoy LATAM account. Users agree that all purchases made using their login credentials are valid and binding to the Users.
• Refunds will only be considered in specific cases where required by the Right of Regret, which allows for a cancellation within 7 (seven) calendar days from the date of purchase, provided the Joy Coins or JoyPoints have not been used.

2. Right of Regret

• Users may request a refund within seven (7) calendar days from the date of purchase, provided the JoyCoins or JoyPoints (promotional virtual currency) remain unused.
• JoyCoins and JoyPoints are considered unused if the purchased value is intact and no amount, in whole or in part, has been converted into special items, virtual goods, premium services or any other game credits or products.
• Refund requests must be submitted via the official customer support channel ( https://gravityus.freshdesk.com/support/home )

3. Chargebacks & Account Suspension

• Any reversed, canceled, or chargeback payment will result in immediate suspension of the associated game account to prevent undue benefit from non-payment.
• Fraudulent activity may lead to permanent account termination, as provided in Section 17.1.2. of the Ragnarok Online Software License Agreement.
• The account will remain suspended until the issue is resolved or fraudulent activity is confirmed.
• The decision of staff regarding the possibility of paying off debts accrued due to chargebacks is final.
• Accounts found to assist, support, or benefit from fraudulent activity—even indirectly—may also be suspended or terminated based on the severity of the involvement, as provided in Section 17.1.2. of the Ragnarok Online Software License Agreement.
• If a player is given the opportunity to repay a chargeback debt and the same purchase is charged back again, the account will be permanently blocked without further appeal.

4. Use & Acquisition of JoyCoins, JoyPoints & Virtual Goods

• JoyCoins, JoyPoints and premium virtual goods are exclusive to GnJoy LATAM services.
• Users cannot buy, sell, transfer, or trade JoyCoins, JoyPoints, Zeny, Virtual Currency, Premium Services, or Virtual Goods outside of the Game Website, as provided in Section 11.1 and 11.5(i) of the Ragnarok Online Software License Agreement.
• Unauthorized transactions, offers, and advertisements for the sale of virtual currencies, Premium Services, and Virtual Goods violate the End User License Agreement (EULA) and Gravity Policies and may result in account suspension, as provided in Section 11.5.1 of the Ragnarök Online Software License Agreement.
• To purchase JoyCoins, the account must have at least one character that is base level 10 or higher.
• The purchase of in-game currencies (JoyCoins and JoyPoints) will not be allowed for users under the age of 18 starting March 25, 2026.

5. Modification & Ownership of Virtual Goods

• Gravity retains the absolute right to manage, regulate, control, modify and/or eliminate any JoyCoins, JoyPoints, Virtual Currency, Virtual Goods, Premium Services, or other in-game content. 
• Should changes be necessary to virtual goods obtained through JoyCoins notice will be provided to players and if necessary appropriate compensation, except in case of exploitation or violation of the EULA.
• Users own a license to use virtual goods and services but do not have legal ownership over them, as provided in Section 11.1 of the Ragnarok Online Software License Agreement. Users are fully aware that the license will remain in force while Users have an active account to play the game. In case of account termination, suspension or if the game is no longer available, Users are fully aware that the license is automatically cancelled and Users are not entitled to any payment or compensation.

6. Taxes & Fees

• All fees, taxes, or operational costs incurred during the acquisition of virtual currency or goods are the user’s responsibility.

7. Payment Authorization & Transaction Validity

• Users paying via credit card confirm and warrant that they are authorized to use the card.
• Payments made using any payment method requiring prior authorization—such as credit, debit, or digital wallet transactions—must be made with the explicit consent of the account or cardholder.
• GnJoy LATAM recognizes as valid all transactions processed through its platform or authorized payment partners.
• The account holder is fully responsible for all purchases and payments made through their account using the login credentials, regardless of who initiates them.
• Any unauthorized payment method use may result in account suspension, cancellation of services, or further investigation.

8. No Refunds Beyond Applicable Laws

• Outside the seven-day period, users are not entitled to any refund except as provided for by applicable laws, such as in cases of service failure, product defects, or misleading advertising.
• Choosing to stop using the service for any personal reason—such as taking a break, losing interest, or no longer playing—does not entitle the user to a refund of any kind.
• If an account is suspended, restricted, or permanently closed due to violations of the Terms of Service or Code of Conduct, all access to services and any remaining unused credits will be forfeited without right to a refund, as provided in Sections 16 and 17 of the Ragnarok Online Software License Agreement.
• Upon contract termination, all access privileges to GnJoy LATAM services and company games will be revoked, and any remaining unused credits will be forfeited.

(March 17, 2026)