Effective Date: March 12, 2025
1. Introduction
At SRO-Trust.org, we are committed to fostering a fair and enjoyable gaming environment for all players of our Silkroad private server. Recognizing that disputes may arise between players and server management, we have established this Dispute Resolution Policy to address conflicts transparently and efficiently.
2. Scope
This policy applies to all disputes between players and the server administration of SRO-Trust.org’s Silkroad private server.
3. Guiding Principles
- Fairness: All disputes will be handled impartially, ensuring equitable consideration for both players and server management.
- Transparency: The dispute resolution process will be conducted openly, with clear communication to all parties involved.
- Confidentiality: Details of disputes will be kept confidential to protect the privacy of those involved.
4. Common Sources of Disputes
Understanding potential sources of conflict can aid in prevention and resolution. Common disputes may include:
- Account Issues: Concerns regarding account suspensions, bans, or unauthorized access.
- Transaction Disputes: Disagreements over in-game purchases, donations, or refunds.
- Gameplay Mechanics: Conflicts arising from game updates, bugs, or perceived unfair advantages.
- Community Conduct: Issues related to player behavior, harassment, or violations of community guidelines.
5. Dispute Resolution Process
Step 1: Direct Communication
Players are encouraged to first contact the server administration directly to resolve any issues. This can be done through Contact Us
Step 2: Mediation
If direct communication does not resolve the issue, a neutral third party, such as a community moderator not involved in the dispute, may act as a mediator to facilitate a mutually agreeable solution.
Step 3: Formal Complaint
Should mediation fail, players can submit a formal complaint to the server’s dispute resolution team via [insert contact method]. The complaint should include:
- Player’s in-game name and contact information.
- Detailed description of the dispute.
- Relevant evidence, such as screenshots or transaction records.
- Steps already taken to resolve the issue.
Step 4: Investigation and Resolution
The dispute resolution team will investigate the complaint, which may involve:
- Reviewing submitted evidence.
- Consulting server logs and records.
- Interviewing involved parties.
A resolution will be proposed based on findings, which could include account reinstatement, refunds, warnings, or other appropriate actions.
6. Appeals
Players may appeal decisions by submitting a written request to [insert contact method] within 14 days, detailing reasons for the appeal. The administration team will review and make a final decision.
7. External Dispute Resolution
If internal resolution processes are exhausted without satisfaction, players may seek external dispute resolution services. Organizations like eCOGRA offer Alternative Dispute Resolution (ADR) services for the online gaming industry. ADR provides a cost-effective and efficient way to resolve disputes without the need for lengthy and expensive litigation.
8. Prevention Strategies
To minimize disputes, we promote:
- Clear Guidelines: Accessible and up-to-date server rules and policies.
- Open Communication: Regular channels for feedback and discussion between players and server management.
- Continuous Improvement: Ongoing assessment and enhancement of server features and policies based on community input.
9. Contact Information
To initiate a dispute resolution process, please head to dispute resolution form