Terms of Service

Welcome to CitraLabs ("the Platform," "we," "us," or "our"), an artificial-intelligence-driven synthetic media and video generation platform accessible at citralabs.com, developed and operated by Gogopass Asia Sdn Bhd (Company No. 201601040201) ("GGPA") in accordance with the laws of Malaysia. CitraLabs is a product and brand of GGPA and is not a separate legal entity.

By creating an account, purchasing Credits, uploading media, or using our generative tools, you ("the User," "you") explicitly agree to be bound by these Terms of Service ("Terms"), together with our Privacy Policy, AI Privacy Policy, and Refund Policy, each of which is incorporated by reference. If you do not agree to these Terms in their entirety, you must not access or use the Platform, and you must immediately cease all use.

1. Legal Compliance & Eligibility

• Governing Law: These Terms are governed exclusively by the laws of Malaysia, without regard to conflict-of-law principles.
• Dispute Resolution; CitraLabs' Election: Any dispute, controversy, or claim arising out of or relating to these Terms, or the breach, termination, or validity thereof, shall be resolved either (i) before the courts of Malaysia, which shall have exclusive jurisdiction, or (ii) by arbitration administered by the Asian International Arbitration Centre (AIAC) in Kuala Lumpur in accordance with the AIAC Arbitration Rules then in force, in either case at GGPA's sole election. GGPA may exercise this election at any time by written notice to the User, including after a claim has been filed by either party, provided that if a User has already commenced proceedings before a Malaysian court and GGPA elects arbitration, GGPA shall do so within thirty (30) days of being served with that claim, failing which the court proceedings shall continue.
• Consumer Tribunal Rights Preserved: Nothing in this Section 1 excludes or restricts a User's right, where the User qualifies as a "consumer" under the Consumer Protection Act 1999, to file a claim with Malaysia's Tribunal for Consumer Claims (Tribunal Tuntutan Pengguna) in respect of any claim falling within that Tribunal's jurisdiction, and this Section shall be read subject to that Act to the extent of any inconsistency.
• Age Restriction: You must be at least 18 years of age to create an account or use CitraLabs. Under Malaysian law, minors cannot legally consent to the processing of biometric data, and CitraLabs does not knowingly permit minors to register or upload biometric assets.
• Capacity: By using the Platform, you represent and warrant that you have the legal capacity to enter into a binding agreement under Malaysian law and, where you use the Platform on behalf of an organisation, that you are authorised to bind that organisation to these Terms.

2. User Content & Mandatory Biometric Warranties (PDPA 2010/2024)

As an AI video generator, CitraLabs processes "User Inputs" (text prompts, images, video clips, and audio files). If your User Inputs contain the likeness, face, or voice of any living individual, you are strictly bound by the Personal Data Protection Act 2010 and its 2024 Amendments (collectively, the "PDPA"):

• Third-Party Consent Warranty: You explicitly warrant, represent, and covenant that you have obtained prior, express, written, and informed consent from every individual whose face, image, likeness, or voice is uploaded into CitraLabs, and that such consent extends to the processing, generation, and output of synthetic media derived from that individual's data.
• Indemnification for Privacy Breaches: If you upload a third party's media without their legal consent, you agree to fully indemnify, defend, and hold harmless GGPA, its officers, employees, and agents from and against any fines levied by the Personal Data Protection Department (JPDP), regulatory penalties, legal fees, and civil damages arising from such breach.

3. Acceptable Use & the Communications and Multimedia Act 1998 (CMA)

Under Section 233 of the Communications and Multimedia Act 1998, it is an offence to use network facilities or services to create, or to initiate the transmission of, any comment, request, suggestion, or other communication that is obscene, indecent, false, menacing, or offensive in character with intent to annoy, abuse, threaten, or harass another person. In using CitraLabs, you agree that you will NOT generate, upload, or distribute content that:

• Constitutes child sexual abuse material of any kind, including drawn, animated, stylised, or AI-generated depictions — a zero-tolerance category: violations result in immediate permanent termination and will be reported to the Royal Malaysia Police (PDRM) and other competent authorities;
• Is obscene, pornographic, or sexually explicit;
• Depicts any real, identifiable individual in intimate, sexual, or violent scenarios without their verified consent (non-consensual deepfakes);
• Promotes racial, religious, or political disharmony within the Malaysian context (the "3R Issues": Race, Religion, and Royalty);
• Constitutes cyberbullying, harassment, or defamation of any individual or entity;
• Is intended to deceive the public through synthetic misinformation, fabricated news, fraudulent impersonation, or fake documents; or
• Promotes or facilitates any activity that is illegal under Malaysian law.

CitraLabs enforces this Section through automated safety screening of prompts and scripts before generation, the content filters applied by its upstream AI providers, and human review of content that is flagged by those systems or reported to us at https://citralabs.com/contact. CitraLabs reserves the right to review, remove, or refuse to generate any content that it reasonably believes violates this Section, and to report suspected offences to the Malaysian Communications and Multimedia Commission (MCMC) or other competent authorities.

Graduated Enforcement: Except for zero-tolerance categories (which result in immediate permanent termination), enforcement is ordinarily graduated: (i) warning; (ii) removal of the offending content; (iii) temporary account suspension; (iv) permanent termination. GGPA may nonetheless proceed directly to suspension or termination where it reasonably considers the breach serious, repeated, or a risk to other persons or to the Platform.

4. Credits, Payments & Refunds

• Credits: Use of the Platform's generative features is metered in credits ("Credits"). Credits are debited at the rates published in-product at the time of generation (for example, per second of generated video). Published rates may change from time to time; changes apply prospectively to new generations.
• Purchases: Credits are purchased in Ringgit Malaysia through our authorised payment gateway. Card and payment account details are collected and processed by the payment provider; GGPA does not store full card numbers.
• Promotional Credits: GGPA may grant free or promotional Credits (for example, a sign-up grant). Promotional Credits have no cash value, may be subject to additional published conditions, and may be withdrawn in the event of abuse (for example, multiple accounts registered to obtain repeated grants). Receipt of promotional Credits is not conditioned on any consent to AI model training.
• No Cash Value; No Transfer: Credits are not money, are not transferable between accounts, and cannot be redeemed for cash except where required by law.
• Refunds: Purchases of Credits are final and non-refundable, except (i) where a generation fails due to a verified Platform error, in which case the associated Credits are not debited or are re-credited; (ii) at GGPA's discretion on written request via https://citralabs.com/contact; or (iii) where a refund is required by Malaysian law, including the Consumer Protection Act 1999. Our Refund Policy, published on the Platform, forms part of these Terms.
• Account Termination: On termination of your account for breach of these Terms, remaining Credits are forfeited to the extent permitted by law. In the event of voluntary account closure, you will remain eligible to utilise any remaining purchased Credits, subject to these Terms.

5. Intellectual Property & AI Model Training

• Ownership of Inputs: You retain all intellectual property rights, title, and interest in the raw assets (prompts, original photographs, audio, and video clips) that you upload to CitraLabs.
• Ownership of Outputs: Subject to your compliance with these Terms and payment in full of any applicable fees, GGPA hereby assigns to you all of its right, title, and interest in the final video output generated by the AI ("Output"). You should note that, under prevailing Malaysian intellectual property principles derived from the Copyright Act 1987, works generated wholly by artificial intelligence without material human authorship or intervention may receive limited or uncertain copyright protection, and GGPA makes no warranty as to the enforceability of any copyright in an Output. GGPA makes no guarantee that any Output is unique or does not resemble content generated for other users.
• Platform Licence: You grant GGPA a worldwide, non-exclusive, royalty-free, sublicensable licence to host, cache, reproduce, transmit, and process your User Inputs solely to the extent reasonably necessary to operate, maintain, and deliver the video generation service to you.
• No AI Model Training on Your Content: GGPA does not use your User Inputs, your uploaded biometric assets (faces or voices), or your generated Outputs to train or fine-tune its AI models, and engages every third-party AI vendor in its pipeline under terms that commit the vendor not to use customer data to train the vendor's models (recorded in GGPA's vendor register and re-verified whenever a vendor is onboarded or its terms change). If GGPA introduces an optional model-improvement programme in future, participation will require your separate, explicit, unticked opt-in consent, and declining will not affect your access to the Platform.

6. Third-Party AI Models & Infrastructure

• Generative features are delivered using a combination of AI models self-hosted by GGPA on third-party GPU cloud infrastructure and third-party AI model APIs (disclosed by category in the Privacy Policy and the AI Privacy Policy's Appendix A). Availability of a specific model or feature may depend on the upstream provider and may change.
• Certain third-party model providers impose their own content restrictions (for example, refusing generations involving certain reference imagery). Where an upstream provider's restriction is more restrictive than these Terms, the more restrictive rule applies to generations rendered through that provider, and CitraLabs may decline the generation with the reason indicated in-product.
• GGPA does not warrant the accuracy, quality, or availability of any third-party model and is not responsible for changes made by upstream providers.

7. Regulatory Rights & Data Retention (PDPA 2024 Amendments)

To satisfy GGPA's statutory duties under the PDPA 2024 Amendments, and to give effect to your rights as a data subject, GGPA commits to the following (see the Privacy Policy and AI Privacy Policy for full details):

• Data Portability: You have the right to request a copy of your account data, prompt logs, and original uploaded assets in a machine-readable format. Requests are made via https://citralabs.com/contact (Section 12) and will be fulfilled within a reasonable time of a verified request; in-product export tools may additionally be provided as the Platform evolves.
• Right to Erasure (Retention Principle): You may delete individual assets in-product at any time, and may request closure and deletion of your account via https://citralabs.com/contact. Once you delete an asset, or your account is closed, GGPA will delete your uploaded biometric data and associated generated data from its active production systems within thirty (30) days, save where retention is required by Malaysian law enforcement, court order, or other applicable legal or regulatory obligation. Copies residing in routine backups, where they exist, are not used for any active processing and expire in the ordinary backup rotation cycle.

8. Limitation of Liability & "As-Is" Warranty

• AI Accuracy and Hallucinations: CitraLabs provides its video generation tools on an "As-Is" and "As-Available" basis. GGPA does not warrant that any AI Output will be accurate, realistic, fit for a particular commercial purpose, or free from rendering artefacts, distortions, or hallucinations. AI generation is probabilistic and may produce unexpected results.
• No Infringement Liability: Because Outputs are generated dynamically by algorithmic machine learning models, GGPA shall not be liable if a generated video incidentally or coincidentally resembles existing copyrighted material, trademarks, or real-world brands, provided GGPA has not knowingly facilitated such infringement. You are responsible for ensuring your commercial use of an Output complies with applicable law.
• Financial Liability Cap: To the maximum extent permitted under Malaysian law, GGPA's aggregate liability for any and all claims arising out of or relating to these Terms or your use of the Platform shall not exceed the total amount actually paid by you to GGPA in the three (3) months immediately preceding the event giving rise to the claim. Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited under Malaysian law.

9. Account Suspension & System Security

GGPA reserves the right to suspend or terminate your account, in accordance with the graduated enforcement approach in Section 3 or immediately for serious breaches, if:

• We detect a breach of the biometric consent warranties in Section 2 or the acceptable use rules in Section 3;
• You attempt to reverse-engineer CitraLabs' AI models, launch prompt-injection or adversarial attacks, circumvent usage limits or Credit metering, or scrape, crawl, or otherwise extract data from the Platform without authorisation; or
• Suspension or disclosure of account information is requested by the Royal Malaysia Police (PDRM), the Malaysian Communications and Multimedia Commission (MCMC), the Personal Data Protection Department (JPDP), or another competent Malaysian authority.

Where practicable and lawful, GGPA will notify you of a suspension or termination and the reason for it. Termination does not relieve you of any liability accrued, or indemnification obligations owed to GGPA, prior to the effective date of termination.

10. Amendments to These Terms

GGPA may amend these Terms from time to time to reflect changes in the law, our services, or regulatory guidance, including updates to Malaysia's National AI Governance Framework. We will post the updated Terms on the Platform and revise the "Last Updated" date above. For material changes, we will give at least fourteen (14) days' advance notice by email or in-app notice before the change takes effect, except where a shorter period is required for legal or security reasons. Your continued use of the Platform after an amendment takes effect constitutes acceptance of the revised Terms.

11. General Provisions

• Severability & Entire Agreement: If any provision of these Terms is held by a court or arbitral tribunal of competent jurisdiction to be invalid, illegal, or unenforceable, that provision shall be modified to the minimum extent necessary to make it enforceable, or severed if it cannot be so modified, and the remaining provisions shall continue in full force and effect. These Terms, together with the Privacy Policy, AI Privacy Policy, Refund Policy, and any order or subscription terms referenced herein, constitute the entire agreement between you and GGPA with respect to your use of the Platform and supersede all prior agreements and understandings, whether written or oral, relating to that subject matter.
• Assignment: You may not assign or transfer these Terms, or any rights or obligations under them, without GGPA's prior written consent. GGPA may assign these Terms, in whole or in part, without restriction, including in connection with a merger, acquisition, corporate reorganisation, or sale of assets.
• Force Majeure: GGPA is not liable for any delay or failure to perform resulting from causes beyond its reasonable control, including outages of third-party cloud, GPU, model, or payment providers, telecommunications failures, acts of government, or natural disasters.
• Survival: Sections 2 (warranties and indemnities), 5 (Intellectual Property), 8 (Limitation of Liability), and 11 survive termination of these Terms.
• No Waiver: A failure by GGPA to enforce any provision of these Terms is not a waiver of its right to do so later.
• Language: These Terms are issued in English.

12. Contact Information

For legal inquiries, copyright claims, or privacy/PDPA-related requests (including data portability and erasure requests under Section 7): https://citralabs.com/contact.

By using CitraLabs, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.