Moderation Guidelines

────── ✦ Last Revision: 9/02/2025 ✦ ──────

This public document was created with the intention of guidance to our VRChat Instance Moderators (VIMs).

This document will outline Standard Operating Procedures (SOPs) that are expected for our VRChat Instance Moderators to follow.

If you are new to the team, you are expected to read and familiarize yourself with this document prior to your first day of training.

· Introductions & General Behavior ·

How you introduce yourself in or out of our instances as part of our staff is important. Per VRChat's Community Guidelines

Do not impersonate authority figures such as developers, moderators, group administrators or moderators, or users in similar roles.

This means that if you just say "I am a moderator", many can misunderstand that as you being a moderator for VRChat itself. Some VRChat trolls have used this as a tactic to clip instance moderators out of context to get them banned. We have not, at this time, seen it succeed, but you should always specify your position as an instance or group moderator for your own safety and others' understanding.

Any time you are introducing yourself or speaking as an instance moderator, it is very important to stay calm and respectful, especially when other people are not behaving in that way. At this time, you are representing Refraction VR with your actions. Bad faith actors may, again, be clipping your actions to share online.

When moderating, please represent the Refraction LGBTQ7981 Instance Mod or RFVR LGBTQ 7981 Trial Mod group banner above your nameplate at all times. These banners show that you are an instance moderator and are intended for users to spot and come to for assistance. If you are not an Instance moderator, and do not have any moderation abilities, DO NOT REP THE STAFF BANNER. Repping the staff banner while in our moderated group instances will lead to confusion amongst users who will think you are a moderator. When this occurs, the staff member should direct users to an Instance mod or admin.

In any moderation action, please understand that context is key in handling any situation, and should be considered prior to taking action on a user.

· Ticketing Protocol ·

The ticketing system is in use to allow privacy when reporting issues, preventing retaliation against users. Anything said within a ticket is private to the reporter and the trusted admins or support staff that can see the ticketing system - this means anyone with the Refraction VR role on the discord server. If there are issues with an admin or a support staff member, DMs may be sent to the group owner Elocin_Anagram or our HR representative.

When making a ticket we require some basic information. If there is an issue in one of our instances, we will request the user ID or link to the person a ticket is being made against. This information can be acquired by clicking on the user in the instance, clicking on their profile icon and then clicking on “view on website”. This opens up a web browser to the user's profile if that browser is logged into VRChat. This link is not required but highly appreciated; if the user is unable to get the user link or ID then, while the username might still be able to help us, information to act on will be more difficult to obtain.

If an issue in the discord is being a reported, links to messages, etc, are required as we cannot go off of hearsay.

When making tickets, we request users to include as much documentation as possible. Screenshots and videos along with descriptions of the events.

The #call-a-mod channel is to be used for users to report ongoing issues within our instances, such as raids or offensive behavior when moderators aren’t currently present in the instance. Users are asked to ping the @Moderator role and not include identifiable information, such as usernames or links to profiles.

The ticketing system can serve for whenever a post in this channel would not suffice. Users can, however, notify in the channel that a ticket has been created.

· Warnings, Kicks and Bans ·

Order of Discipline

Any kicks older than 6 months no longer count against the user.

While moderating, please document everything as much as possible. You are also encouraged but not at all required to be recording using OBS or similar software, if possible.

Obstinate Users

If a User is being obstinate, meaning they are stubbornly refusing to follow the rules, you may kick them without a second warning.

• Instance Rules •·

ToS and Guidelines

All users, including our staff, are expected to follow ToS and Community Guidelines. You are expected to enforce ToS and Community Guidelines and be role models on how to act in our instances. Any violations, moderator or user, are subsequent to our warnings, kicks and ban system outlined above. We will not make rules that supercede or modify VRChat’s ToS and Community Guidelines.

Slurs

Slurs are strictly prohibited in any form of harassment or abuse. However, individuals may use certain terms in reference to themselves as part of personal expression, such as the n-word with the "soft A", or people within different communities calling themselves slurs. However, words such as the n-word with the "hard R" is strictly prohibited. Abuse of this allowance, such as using slurs to harass, provoke, or offend others, will result in disciplinary action.

Hate Symbols

Any iconography that is hateful and not a religious symbol is not allowed within our instances. This includes user bios, chat boxes, and groups. For a full list of iconography please check the ADL Hate Symbol Database. When moderating, you may immediately remove a user depending on the context of the situation. You may also issue warnings prior to a kick at your discretion.

Guns / Firearms

The use of firearms in real life while being heard is not permitted within the instance. Users will receive two warnings, after which they will be kicked. Anyone who does not comply may be immediately kicked under the obstinance clause.

Sexual Misconduct

Sexual misconduct is a broad term that can include a variety of behaviors that are non consensual or threatening in nature. It can also include behaviors that are based on sex or gender. Any sexual misconduct will not be tolerated. We also ask our users and staff to be mindful of conversations revolving sex or sexual conduct near minors or instances where minors could be present. We allow users to dance in our instances, but at no point can it look like Erotic Role Play (ERP). ERP in our instances should result in a ban. Unwanted or vulgar comments of sexual nature describing another person’s model, voice, bio, or any other personal features is grounds for disciplinary action and is a violation of VRChat ToS 13.2 m.

Music

Users are allowed to play music in our instances but that music cannot be played globally throughout the entire instance. Users need the right to place distance from them and the music if they don’t want to listen to it and to be able to have conversations in the instance. The only EXCEPTIONS to this are performers of who we are partnered with who have scheduled an event with Community or Outreach Managers. Performers may apply through the ticketing system to perform in our instances. If a user's audio is playing globally throughout the instance, you may warn the user and or remove the user if they do not comply with the request to stop playing audio globally.

If a user’s audio is too loud to the point where their audio is clipping or too distorted to be heard clearly by others, you may use your ability to mute their microphone to have a conversation with them about how to fix their audio. Do this to prevent users from being muted outright by others and make an enjoyable experience for everyone. Users have the right to refuse with the understanding that moderators might not be able to hear their pleas for assistance because they have them turned down or muted.

Users music cannot be racist in any way. Cannot have any slurs in it outlined in the slurs section of this document. Do be considerate that music is art, and while everyone may not agree with certain words as long as it isn't being used in a way to direct hate towards someone in our community or as a group. (Like the "f-slur" being in a song isn't by nature bad). Although if it is, this should result in a kick.

You may play music, but we request that it be played into the instance at a low audible level to prevent you from being muted or turned down by users.

Avatars

Avatar usage for all users and moderators must comply with ToS and Community Guidelines. Avatars must have all private parts covered at all times. No details from a polite distance of private parts can be shown through the clothing of an Avatar. Private parts are defined as the area of the groin, pubic area, sacrum and female nipples. On female avatars, we would prefer areolas not be visible. Any user with an avatar that appears to be naked with or without safety settings should be instantly removed and/or banned, depending on context. Any user that is using an avatar that is deemed not having enough coverage of private parts is to be asked to change and should be given 2 verbal or menu warnings prior to a kick.

We understand that the avatar you wear is part of your identity, how you express yourself, and how you would like others to view you. However, as the instance grows, so does lag experienced by other users. We may request from time to time that all users including our staff use a certain quality of avatar to help everyone have a good experience.

Some avatars may be too large to fit within an area. Oversized avatars can make people feel claustrophobic or even disrupt conversations. You may ask users to size down to a reasonable size or change avatars.

We do not allow avatars that could cause epileptic seizures. You may ask a user to change if the avatar has rapid flashing lights or an enormous box that can flash in or out of a user's view.

Users in our instance wearing known crasher avatars are to be removed without warning and potentially banned, depending on context.

Blocking or Muting Staff

In order for our staff to properly operate within our instances, we do not allow for our staff to be blocked or muted. You need to be able to communicate with users, and vice versa. If there is a genuine, personal reason to block or mute a staff member, users may make a ticket in our discord. If a user has a staff member blocked, refuses to unblock them and has not communicated a reason within our ticketing system, they can be kicked from the instance.

Staff members are not to have each other blocked. We request that we all work together as a team. Working alongside someone you don’t like is a sign of maturity that we appreciate.

Uncivil Discourse

We request that all conversations remain civil, which means to remain courteous and polite. Uncivil discourse can create a negative experience for others. You may mediate disputes between users by asking them to separate from one another, block each other, or move to another instance.

Harassment

Harassment is unwanted, uninvited, and unwelcome behavior that threatens, intimidates, or demeans a person. It can cause alarm, nuisance, or substantial emotional distress without any legitimate purpose. We will not tolerate harassment on or from any user. Any users harassing others are to be warned for it until it warrants a kick.

Ineligible Users

Per the terms of service of VRChat, users under the age of 13 are not eligible to use or partake in VRChat. Users suspected of being under the age of 13 are to be asked how old they are. If under the age of 13 or refusing to answer, they are to be kicked. If a user has been kicked 2 times by multiple instance moderators confirming they are underage, they are to be banned. If you suspect that a user is being deceitful about their age, you may ask for the user's year of birth. Do not request further information such as an exact date of birth.

Instance specific rules

Some instances, like game instances, will come with their own rules. These rules will most likely be posted in the chat box of the bot account we use to keep the instance open. You will be informed of what rules have been modified to fit that particular instance. These rules will most likely not subtract from the rules already outlined; instead, they will be addendums to our existing rules.

Bans

Refraction VR reserves the right to ban any user at any time that has been deemed dangerous to the community or has violated our rules in our instances too many times.

If a user wishes to appeal a ban, they will need to make a ticket in our discord. All users making a ban appeal in our discord will be placed in time out and the only channels available to them will be our ticketing system.

• Instant Kicks •

A user can be kicked without any warnings if they are doing any of the following. This, as always, should be context dependent to a point. Think: Is this being done with obvious malice?

• Wearing a crasher avatar
• Wearing a nude avatar or avatar that would be considered by a reasonable person to be overly vulgar or sexual in nature. As defined in the Avatars section of this doc.
• Playing offensive soundboards or music through their microphone or avatar
• ERPing or other sexual activities
• Repeatedly using slurs like the “hard R” n-word
• Participating in a malicious raid on the instance; remember, some raids are not done in malice
• Threatening to, admitting or attempting to doxx other users
• Impersonating Refraction VR Staff or VRChat employees - make sure they are actually impersonating first
• Impeding moderation or encouraging other users to break instance rules or ToS

• User rights •

Users may do the following as long as it does not violate our rules:

• Converse in a civil manner
• Play music
• Dance
• Sing
• Tell jokes (In good taste)
• Record videos and or make content for social media.
• Place distance between others, or move to another area to avoid another user
• Express themselves with their avatar and a voice changer, if they want to use one

· Refraction VR’s intentions ·

Refraction VR does not intend to be the “fun police"; we intend on providing a safe space for LGBTQ individuals and their allies that not only follows ToS and Community Guidelines but enforces them. We fully intend to communicate issues and solve them to facilitate the safe space we strive for. We also wish to unite LGBTQ communities on VRChat and elsewhere to make them safer. Other communities are encouraged to reach out to our Outreach or Community Managers in our ticketing system if they wish to partner with us.