Refund FAQ

 

1.          Who can request a refund?

Refund requests are available to current and former XOX registered subscribers of XOX’s mobile plans, including Prepaid and Postpaid plans (including but not limited to BLACK, Onefam, Siswa, Wifi Premium),  who have unused balance, deposits, eligible overpayments, or funds due to failed activations. Please note that refunds for overpayments of RM30 and above are generally eligible for cash refund.

 

2.          Can I request a refund on behalf of another user?

No. For security and verification purposes, only the registered account holder may request a refund.

 

3.          Is it possible to request a refund for a 3rd party?

Yes, in very limited circumstances and exceptions may apply. Please email your request with full details to enquiries@xox.com.my for further assistance.

        

4.          Can I transfer my credit or deposit to another XOX account instead of receiving a refund?

Yes, for eligible amounts. We highly recommend transferring the refund as credit to a related active XOX account under the same name and NRIC as the requestor as the preferred option.

 

5.          Is this refund available for non-Malaysians as well?

Yes. However, all refunds for non-Malaysian subscribers can only be processed to Malaysian bank accounts. XOX is not responsible for any bank charges incurred for transfers to non-Malaysian accounts

 

6.          Are there any processing fees for refunds?

Yes, this depends on the refund type and method:

(a)   RM10 fee applies for refunds made to a bank account (for failed activations or balance refunds.

(b)   No processing fee (RM0) if the refund is transferred as credit to an active XOX account under the same name and NRIC as the requestor.

(c)     RM10 fee or 2% of the refund amount (whichever is higher) will apply to erroneous payments for e.g. by wrong payment/amount for any BLACK plans or payments made in error by non-XOX subscribers

 

7.          What is the refund validity period?

All refund requests must be submitted to XOX within sixty (60) calendar days from the transaction date (e.g., date of overpayment, failed activation) or service termination date. Requests made after the sixty (60) days will be deemed invalid.

 

8.          What happens to my prepaid credit if I switch to postpaid?

Prepaid balances are not carried forward or refunded when converting from a prepaid plan to a postpaid plan. Please ensure you utilize or transfer any eligible balance before switching plans.

 

9.          Are there any non-refundable charges?

Yes. A RM20 reconnection fee applies to all line reinstatement requests (prepaid or postpaid). This fee is non-refundable.

 

10.       Can deposited amounts be refunded?

Yes. Any subscriber deposit collected will be fully refunded upon termination, after deducting any outstanding balance or any applicable fees due to XOX.

 

11.       What happens if I purchase a prepaid or postpaid SIM but decide not to register?
If registration is not completed after purchasing a SIM pack (e.g. but not limited to eKYC failure, Port-in failure, incomplete documentation, or order cancellation):

(a)   A RM10 SIM pack fee will be deducted from any eligible refund

(b)   Additional RM10 processing fee applies for refunds made to bank accounts

(c)    No processing fee is charged if the refund is transferred to an active XOX account under the same NRIC.

 

12.       Will I be charged if my port-in request fails and I request a refund?

Yes. If port-in failure:

(a)   A RM10 SIM pack fee will be deducted

(b)   A RM10 processing fee applies for refunds made to bank accounts

(c)    No processing fee is charged if the refund is transferred to an active XOX account under the same NRIC

 

13.       How long do refunds take to process?
XOX aims to process all verified and approved refunds to Malaysian bank accounts within fourteen (14) working days from the date of refund approval by XOX. However the approval time itself can vary depending on the complexity of the case and the completeness of the documents provided.

14.       What if I don't receive my refund?

If you have not received your approved refund after fourteen (14) working days, kindly contact our XOX Customer Service team at (i) Call Centre: 1300 888 010 or email: enquiries@xox.com.my

 

15.       Can I request a refund if my service was suspended or terminated due to my breach of Terms & Conditions?

Generally, no. As stated in our Refund Policy Terms & Conditions, any refunds related to accounts under investigation or terminated due to a breach of our Terms, fraudulent activity, or illegal use may be withheld or forfeited. This covers outstanding charges, unutilized credit, or deposits.

 

 

Last Updated on 18^th July 2025