Terms of Service

1. Service Overview

Hexologic Game ("we," "us," or "our") provides a premium puzzle gaming service featuring innovative hexagonal Sudoku challenges. These Terms of Service ("ToS") outline the specific terms governing our service delivery, user obligations, support policies, and service level commitments.

Our service encompasses the complete Hexologic gaming ecosystem, designed to deliver exceptional puzzle-solving experiences across multiple platforms with consistent quality and performance standards.

2. Service Components and Features

2.1 Core Gaming Service

• Puzzle Engine: Advanced hexagonal Sudoku puzzle generation and validation system
• Difficulty Scaling: Adaptive difficulty progression based on player skill level
• Progress Tracking: Comprehensive statistics and achievement monitoring
• Cross-Platform Sync: Seamless game state synchronization across devices
• Offline Functionality: Full gameplay capability without internet connection

2.2 Premium Features

• Exclusive puzzle collections and themed challenges
• Advanced hint systems and solving assistance
• Customizable themes and visual enhancements
• Priority customer support and early access to new features
• Enhanced analytics and detailed performance insights

3. Service Level Agreements (SLA)

3.1 Availability Commitments

We strive to maintain high service availability and performance standards:

3.2 Maintenance and Updates

• Scheduled Maintenance: Maximum 4 hours monthly, with 48-hour advance notice
• Emergency Maintenance: As needed for critical security or stability issues
• Feature Updates: Regular releases with new puzzles and improvements
• Security Patches: Immediate deployment for critical security updates

4. User Responsibilities and Obligations

4.1 Account Management

Users are responsible for:

• Maintaining accurate account information and contact details
• Securing account credentials and reporting unauthorized access
• Complying with age requirements and parental consent where applicable
• Regularly backing up game progress through cloud sync features

4.2 Fair Use Policy

To ensure optimal service for all users, we maintain fair use guidelines:

• Reasonable usage patterns consistent with normal gameplay
• No automated or scripted interactions with our service
• Prohibition of reverse engineering or unauthorized modifications
• Respectful interaction with our support team and community

4.3 Device and System Requirements

5. Support Services and Response Times

5.1 Support Scope

• Technical Issues: App crashes, performance problems, sync failures
• Account Management: Login issues, subscription problems, data recovery
• Gameplay Assistance: Rule clarifications, progress questions
• Billing Support: Payment issues, refund requests, subscription changes

6. Data Protection and Privacy in Service Delivery

6.1 Data Handling Standards

Our service delivery incorporates privacy-by-design principles:

• Minimal data collection focused on service functionality
• Encrypted transmission and storage of all user data
• Regular security audits and vulnerability assessments
• Compliance with international data protection regulations

6.2 Service-Related Data Processing

• Game Progress: Stored locally and in secure cloud storage
• Performance Metrics: Anonymized analytics for service improvement
• Support Interactions: Logged for quality assurance and training
• Usage Analytics: Aggregated data to optimize puzzle difficulty

Detailed information about our data practices is available in our Privacy Policy.

7. Service Modifications and Updates

7.1 Feature Updates

We continuously improve our service through regular updates:

• Content Updates: New puzzle collections released monthly
• Feature Enhancements: User interface improvements and new functionality
• Performance Optimizations: Speed and efficiency improvements
• Security Updates: Protection against emerging threats

7.2 Service Changes

We reserve the right to modify our service with appropriate notice:

• 30 days notice for major feature changes
• 7 days notice for minor modifications
• Immediate changes for security or legal compliance
• Grandfathering of existing premium features where possible

8. Payment and Subscription Services

8.1 Billing and Payment Processing

• All payments processed through secure app store payment systems
• Automatic renewal for subscription services unless cancelled
• Pro-rated refunds available under specific circumstances
• Multiple payment methods supported through platform providers

8.2 Subscription Management

• Cancellation: Available through app store account settings
• Upgrades/Downgrades: Changes effective at next billing cycle
• Pause Options: Temporary suspension for premium subscribers
• Family Sharing: Available where supported by platform

8.3 Service Credits and Compensations

In cases of service disruption exceeding our SLA commitments:

• Automatic service credits for extended premium subscriptions
• Bonus puzzle packs for affected users
• Priority access to new features as compensation
• Refund processing through original payment method

9. Service Termination and Data Retention

9.1 User-Initiated Termination

Users may terminate service at any time by:

• Uninstalling the application from their device
• Requesting account deletion through support channels
• Cancelling premium subscriptions through app store settings

9.2 Service-Initiated Termination

We may terminate service access for:

• Violation of these Terms of Service
• Fraudulent or abusive behavior
• Extended periods of account inactivity (2+ years)
• Technical or legal compliance requirements

9.3 Data Retention and Deletion

• Active Accounts: Data retained indefinitely for service provision
• Cancelled Subscriptions: Account data retained for potential reactivation
• Deleted Accounts: Personal data deleted within 30 days
• Legal Requirements: Some data may be retained for compliance purposes

10. Service Limitations and Disclaimers

10.1 Technical Limitations

Our service is subject to certain inherent limitations:

• Dependency on third-party platforms (iOS, Android, app stores)
• Network connectivity requirements for certain features
• Device compatibility constraints based on technical specifications
• Storage limitations on user devices

10.2 Service Availability

While we strive for maximum uptime, service may be temporarily unavailable due to:

• Scheduled maintenance and updates
• Third-party service disruptions
• Network infrastructure issues
• Force majeure events beyond our control

11. Dispute Resolution for Service Issues

11.1 Service Complaint Process

For service-related disputes, we follow a structured resolution process:

• Step 1: Direct contact with our support team
• Step 2: Escalation to senior support management
• Step 3: Review by our service quality team
• Step 4: External mediation if required

11.2 Service Level Agreement Violations

If we fail to meet our stated service levels:

• Automatic compensation triggers for measurable violations
• Service credits applied to user accounts
• Process improvements implemented to prevent recurrence
• Transparent reporting on service performance metrics

12. Changes to Terms of Service

We may update these Terms of Service to reflect changes in our service delivery, legal requirements, or business practices. When updates occur:

• Notification: All users will be notified via in-app message and email
• Effective Date: Changes take effect 30 days after notification
• Acceptance: Continued use constitutes acceptance of updated terms
• Objection Rights: Users may terminate service if they disagree with changes

Material changes affecting service delivery or user rights will require explicit consent from affected users.