VoopLV - Commission Policy#

Last Updated: 19.02.2024 (DD/MM/YYYY)

What is the purpose or goal of this policy?#

This policy is written for the people who are currently or planning to use our service for commissions to have a baseline on what we can, and can’t do and what VoopLV expected side from the client/commissioner, this policy is meaning to describes dos and don’ts, like where can stop and halt and etc to prevent damages caused from one or both parties and since actual IT/programming is involved we want to ensure the trust from the commissioner/client/user.

Risk Factor#

These risk factors go from us to prevent any risky commissioners/clients/users from creating new commissions/projects with us that will end up in failure and cause reputational damages to our sides. These risky commissioners/clients/users can classify as:

  • Commissioners/clients/users that have a publicly known criminal record.

  • Commissioners/clients/users are known for violating ToS or having a policy discrepancy these can be valid sent-in pieces of evidence for blacklisting and etc.

  • Commissioners/clients/users are known for safety-related issues or safety policy cause of the discrepancy.

  • Commissioners/clients/users are known for creating/causing failure/failed/problematic projects/commissions

  • Commissioners/clients/users are known for contacting creating payment issues/refunds/chargebacks from projects/commissions and etc.

  • Commissioners/clients/users are currently under investigation locked due to policy-related discrepancies.

So with this in mind, there will be a change where the commission can get accepted and a higher change it will most likely be denied due to the above reasons.

Refunds#

If you are not entirely satisfied with your commission/project, we are here to help. You have up to 15 business days to create a submission at refunds@voop.lv email address, we will inform you via email once your submitted case is looked at it, before making a submission you will need to provide a screen when the payment was sent in as like a receipt.

However, we will ask to surrender these things when agreeing with the refund procedure:

  • Undo the changes that were made with in the time frame of the payment

  • Delete any sensitive/classified information that can be internal VoopLV Development tools or In-Development of a future VoopLV-based software.

  • If there is an active project/commission going on it will be automatically suspended/voided/terminated, if the refund was requested for that part.

  • Once accepted the user/submitter will be in a risk factor group.

However, we can decline the refund request to the following issues:

  • Known history from the VoopLV side of multiple/constant refunds

  • In Cases where the user/submitter of the refund has been caught violating our ToS or having major discrepancies within our policy, we can simply void the request and block the email address alongside of it. Since we have evidence of why may or may not be able to issue the refund.

  • Commission Halt lock, because of an active investigation is launched and will be determent afterwords what will happen next.

  • If the payment was made as a donation when it will be automatically denied, but in cases where it was accidental it may or may not be considered a risk factor-free refund.

Submitted refunds can take up to about weeks or months to be processed, but however, the submitter is allowed to ask what is the current status and how long it will take to be fully processed.

Commission Halting/Suspending/Pulling out ETC#

These can happen when valid evidence has been submitted that is a discrepancy within our policies that the client/commissioner has agreed upon and these also apply when our VoopLV plugins/software are being used it will be an agreement of our policies. Halting and Suspension cases in this these cases client/commissioner can ask what is going on, but however email will be sent out regarding the process being halted and suspended action due to submitted evidence, but due to our trust and privacy the evidence will not be shared with the client/commissioner so a massive argument or violent behavior cannot encounter, we want to keep all of the evidence data as confidential as possible. Within this period no refunds cannot be issued what so ever if there is a chargeback created within the halting period then we will suspend and terminate our handshakes then the client/commissioner will be placed in the risk factor group and alongside with a blacklist from our services. If the client/commissioner has problems with communication with their people/player/user/etc, if the client/commissioner is facing corruption within the project/commission or something VoopLV feels uncomfortable working then VoopLV should peacefully withdraw from the project/commission with terms, since it could possibly impact reputations or even cause damages to VoopLV due to the issues within project/commission. In cases with peaceful withdrawal talks go into an argument then VoopLV can simply withdraw from the project/commission. Client/Commissioner can request a termination or pull out, a talk with VoopLV needs to be talked so VoopLV can inspect it what is not to keep and what can be kept and etc, however, VoopLV’s confidential work will be removed without questions asked.

Violations of VoopLV policies#

If evidence is sent in via the abuse@voop.lv email, it will be reviewed by the higher-up safety team. If the first paste evidence does show indications, the commission/project with VoopLV will be suspended or halted from VoopLV with no action/updates performed. If further investigation leads to more issues and has a discrepancy/violates with our policy, the commission/project will be voided and terminated with no possibility of recovery. This also includes VoopLV Rented Plugins such as RoleplayEngine or Essn and other plugins. In the event of a leak, all clients using rented will be placed on hold until the leak source is found. The penalties for leaking our rentable software are as follows: this will result in an automatic HSC (Higher Safety Case) blacklist and along with your community and a penalty fee costing up to 1000€ damage cost.

VoopLV In Progress Non-Public/In-Development Software/Project#

Within client/commissioner project/commission work, we do tend to use in-progress/in-development tools to give a preview to the client/commissioner what to expect from the newer update from our side, but however, these builds of a software are under VoopLV and are still classified not for the public to see. Only authorized with a valid reason and give out a preview of the work-in-progress change or in-development changes. Now however if the client/commissioner has taken a copy of the in-development progress can be the file itself, screenshots and etc without proper authorization, when we are going to fully ask the client/commissioner to surrender it and delete it or other wise can lead to halting/suspending or terminating project/commission with VoopLV.

Policy Agreement and disagreement#

This section is targeted to current active clients/commissioners with a currently active project/commission with VoopLV. Before moving forward upon any major policy change every commission will be set in a halting position until an email will be sent from the client/commissioner’s email address that does contain the full name (sample john.smith@exmaple.com) in the email they have to write an email of agreement and acknowledgment of the policy changes. Now if the clients/commissioners are not aware of it they will be contacted and asked to review it and sent in an email. In case of a disagreement with the new policy changes when the client/commissioner will be informed that the project/commission with VoopLV will be suspended due to newel y changed major policy agreement not being agreed upon, in these cases a refund can be issued without any risk factor group.