Terms of Service

Welcome to Netizen Labs! These Terms of Service ("Terms") govern your access to and use of our platform, tools, and services (collectively, the "Services"). By accessing or using our Services, you agree to be bound by these Terms.

1. Who We Are

Netizen Labs ("we," "our," or "us") is a brand fully owned and operated by Netizen Testing Sdn Bhd, a company registered in Malaysia with offices in Shah Alam, Malaysia. We provide the Netizen Labs platform at https://www.netizenlabs.com, offering AI-assisted tools that help individuals and teams plan, conduct, and analyze user research.

2. Account Registration

You must create an account to use most Services. By creating an account, you agree to:

• Be at least 18 years old, or of legal age to enter into a binding contract in your country of residence
• Provide accurate and complete information
• Be responsible for maintaining the confidentiality of your login credentials
• Not share your account or impersonate others

3. Use of Services

By using our Services, you agree to:

• Use the Services in accordance with applicable laws and regulations
• Avoid using the platform for unlawful, harmful, or abusive activities
• Not attempt to gain unauthorized access, reverse engineer, disrupt, or overload any aspect of the Services

4. User Content & Research Data

You own all content and research data uploaded or generated through your account. By using our Services, you grant Netizen Labs permission to process and store your data solely to operate and improve the platform.

• We do not use your data to train AI models or for third-party marketing
• Session recordings, transcripts, and research insights are accessible only to team members you explicitly invite
• You may not upload or use unlawful, infringing, or sensitive content unless you have obtained proper rights or permissions
• Researchers and account holders must inform research respondents about the nature of the session, including data recording, transcription, and analysis. By using our platform, you confirm that you have obtained appropriate consent from respondents before inviting them to any session
• Session guests (such as observers or interpreters) receive limited access only to their specifically invited sessions. They cannot access other data or content without explicit authorization from the project owner

5. Data Storage and Security

Your data is encrypted at rest using AES-256 and stored on ISO 27001-compliant servers (see the following AWS documentation for details):

• AWS Data Protection – DynamoDB
• AWS Data Durability – S3

Data is retained for 12 months from the last activity on your projects. If you delete or deactivate your account, all associated data will be permanently deleted after a 30-day grace period (unless we are otherwise required to retain the data for legal, regulatory, or dispute resolution purposes).

6. Third-Party Services

We use third-party services to operate parts of our platform, including:

• AWS (infrastructure)
• OpenAI (AI-powered features)
• Microsoft Clarity, Google Analytics (analytics)

These providers process data on our behalf under strict data protection agreements.

7. Intellectual Property

All content and materials provided by Netizen Labs (excluding user content) are the intellectual property of Netizen Labs. You may not copy, modify, distribute, sell, or lease any part of our Services without our prior written permission.

This includes, but is not limited to:

• UI design, branding assets, and visual elements
• Educational materials, templates, onboarding guides, and help documentation

AI-generated outputs (e.g. guides, summaries, FAQs) based on your project data are yours to use, adapt, and share as part of your research workflow.

8. Payment Terms

During the beta access period, all Services are free of charge. In the future, we may introduce a subscription-based and/or usage-based model. If applicable, we will provide advance notice of any changes before you are charged. Payment will be processed through third-party services and governed by their terms.

9. Support & Service Availability

Primary support is provided by email at support@netizenlabs.com. Our business hours are Monday to Friday, 9:00am – 6:00pm (UTC+08:00, Malaysia/Singapore time). We aim to respond to critical service disruptions within 48 hours during business hours.

10. Termination

We reserve the right to suspend or terminate your access if you violate these Terms. Upon termination, your data will be handled per our Data Retention policy.

11. Disclaimer & Limitation of Liability

The Services are provided "as is" without warranties of any kind.

• Netizen Labs is not liable for indirect, incidental, consequential, or punitive damages resulting from your use of the Services
• Our liability is limited to the amount you paid for the Services (if any)

12. Indemnification

You agree to indemnify and hold harmless Netizen Labs and its affiliates from any claims, damages, losses, or legal fees arising from your use of the Services or violation of these Terms.

13. Changes to These Terms

We may update these Terms from time to time. We will notify users of significant changes. Continued use after changes take effect constitutes acceptance.

14. Governing Law and Dispute Resolution

These Terms are governed by the laws of Malaysia. If a dispute arises, both parties agree to try resolving it informally within 30 days. If unresolved, the dispute will be settled by binding arbitration through the Asian International Arbitration Centre (AIAC) in Kuala Lumpur, conducted in English. The arbitrator’s decision will be final. Each party will bear its own legal costs unless otherwise decided. This does not limit either party from seeking urgent relief in Malaysian courts if necessary.

15. Contact Us

If you have questions about these Terms, please contact us at support@netizenlabs.com.

Thank you for using Netizen Labs. We’re here to make research easier for everyone.