Terms & Conditions for the usage of XOX MOBILE operator services and products
SPECIFIC POSTPAID PLAN TERMS & CONDITIONS
1. INTERPRETATION
1.1. Unless otherwise stated, the following expressions shall have the meanings set out below:
“Abnormal” or “Excessive Usage” - any usage exceeding Typical Use or violating XOX’s Fair Usage Policy clauses on personal use
Active – refers to the status of Subscribers’ Account, where an Active status allows the Subscriber full use of all Services (including Data usage, making outgoing and incoming calls, and SMS).
Advance Payment – means the any upfront payment made by the Subscriber to XOX upon registration as a condition of subscription or MNP to offset the first month’s fee.
(Subscriber’s) Agreement – refers to the completed registration Form made for Service between the Subscribers and XOX including any Addendum, subsequent supplements made by XOX at its absolute discretion from time to time.
Amount Due – refers to the amount payable to XOX.
Approved Use – means the use of the Services strictly in accordance with these Terms and Conditions, the General Terms, applicable laws, and any Fair Usage Policy published by XOX.
As is – means no express or implied warranty is provided. Subscribers therefore take the Service at their own risk, without recourse against us for the Service's condition and/or performance.
Bank – means the authorized banks or financial institutions or other such entity which may be nominated by XOX’s Services from time to time for the purpose mentioned below.
Billing Cycle - means the recurring monthly cycle determined by XOX for the issuance of invoices and collection of charges.
Block, Blocked – refers to the status of Subscribers’ Account, where ALL Services, including incoming and outgoing calls, SMS, and access to Data will be suspended except for receiving incoming automated SMS from XOX.
Card – refers to the debit or credit card use by the Subscriber to make payment for any amount due to XOX.
Card Issuer – refers to any bank or financial institution which is the issuer of the Card.
Cardholder – means the lawful and authorized user of the Card whose name is embossed therein and whose signature appears on the Card.
Confidential Information - means any and all information used in this Agreement, regardless of its form, including opinion and whether it is tangible or intangible, orally, in writing or pictorially, and regardless of its recorded/electronic format or by any other method, and includes all technical and non-technical information disclosed by one Party to the other, directly or indirectly, and whether or not marked as “Confidential” including without limitation, any written or printed documents, proposals, designs, concepts, drawings, ideas, inventions, specifications, techniques, discoveries, models, data, source code, object code, documentation, diagrams, flow charts, research, development, processes, procedures, know-how, marketing techniques, marketing plans, strategies, pricing, policies, samples and physical items, financial information, software, hardware and all information of any kind relating to either Party, their respective shareholders, and/or related or associated companies. For the avoidance of doubt, Personal Data is Confidential Information for the purposes herein;
Content – means information, data, communications, images and sounds, software or any other material contained on or available through the Services.
Charges – Any amount due and payable to XOX.
Credit Extension or Credit Limit – refers to the maximum amount of money which XOX permits the Subscriber to spend on the Subscriber's Account in advance of payment, such amount being incurred first and reflected in the Subscriber's subsequent bill statement.
Data Quota, Data – refers to the monthly mobile Internet data service entitlement under the respective Subscriber’s Postpaid Plan.
Dealer, Dealers – Refers to authorised dealers appointed by XOX.
Deposit – means the refundable Account deposit payable by the Subscriber as security for the performance of the Subscriber’s obligations under these Terms.
Device, Devices, Mobile Devices – refers to any mobile device used by the Subscriber intended primarily for personal mobile use that is compatible with XOX’s Network to access the Service for Talk Time, SMS and Data usage. A “Device” excludes any device or equipment not intended for mobile communication use such as but not limited to modems, routers, MIFI devices, desktop devices, customer-premise equipment (“CPE”), and any similar fixed or semi-fixed devices or equipment of a similar nature.
Embedded SIM, eSIM – An eSIM is an embedded SIM in a Device, where information is updated wirelessly enabling a MSISDN without the need of a physical SIM Card.
Essential Mode – refers to the status of Subscribers’ Account, where Data is restricted to basic internet access (at speeds solely determined by XOX), outgoing calls and SMS limited on a Pay-per-use (PPU) basis (regardless of existing (if any) Quota balances), and access strictly only maintained for emergency services, customer support channels, and automated notifications from XOX.
FUP, Fair Usage Policy – refers to XOX’s Fair Usage Policy, available at XOX’s official website.
Hardware - means any equipment, or physical component provided or bundled by XOX in connection with a Postpaid Plan including but not limited to modems, routers or any similar fixed or semi-fixed equipment.
MCMC – means the Malaysian Communications and Multimedia Commission established under the Malaysian Communications and Multimedia Commission Act 1988.
MSISDN – means the mobile station international subscriber directory number (i.e., mobile number) assigned to the Subscriber.
Network – means the mobile telecommunications system and/or network facilities run by us to enable the provision of the Service to Subscribers.
Personal Data - has the same meaning as ascribed to in the PDPA 2010 (as amended) which means any information that relates directly or indirectly to an individual who can be identified from that information or from that and other information in the possession of the disclosing party or the recipient party, including but not limited to a customer or employee of the disclosing party.
Plan, Plan(s),Postpaid Plan – refers to the mobile services plan offered by XOX and subscribed to by the Subscriber, whether postpaid (including BLACK Plans and YELLOW Plans), or bundled with a device or other products or services, including but not limited to applicable features, usage allowance, value-added services, usage limits, pricing and billing terms and any related conditions, as determined and updated by XOX from time to time.
Port, Porting – refers to the transfer of the Subscriber’s mobile number from one mobile service provider to another.
Promotions – refers to campaigns and contests organised by XOX.
Season Pass / Happy Hour – means the promotional add-ons or Data/time-limited benefits offered by and at XOX’s discretion.
Services – refers to the mobile telecommunication services, facilities, features, and related value-added product services made available by XOX under the Plan, which may be added from time to time by XOX.
Subscriber – refers to the individual or entity that has registered for, who has entered into a subscriber relationship with XOX for any of XOX’s Services.
Terminate, Terminated – means the status where the Subscriber’s Account is no longer active due to the permanent cessation of the Services to a Subscriber, whether initiated by XOX or by the Subscriber.
1.2. Capitalised terms not defined herein have the same meanings given in Postpaid (General) Terms and Conditions.
2. GENERAL
2.1. The Postpaid Plan and its services (collectively, “the Plan”) is made available to you by XOX DIGITAL SDN BHD (Registration No. 200701005355 (763354-U)) and its related companies (“XOX”) subject to the Subscriber’s acceptance of these Postpaid Plan (Specific) Terms and Conditions (“Terms and Conditions” or “Postpaid Specific Terms and Conditions”) and any applicable terms and conditions, rules, policies as may be made available by XOX, and all other applicable regulations and law that may or may not be communicated from time to time.
2.2. These Terms and Conditions are to be read together with the Postpaid Plan (General) Terms and Conditions, XOX’s Fair Usage Policy (FUP) and any other applicable policies, terms and conditions, governing the Subscriber’s use of the Services.
2.3. In the event of any conflict or inconsistency between these Terms and Conditions and the Postpaid Plan (General) Terms and Conditions, these Terms and Conditions shall prevail, followed by Postpaid (General) Terms & Conditions, and then XOX’s Fair Usage Policy.
2.4. XOX shall be entitled at any time and from time to time, to modify, amend or change these Terms and Conditions (“Variation”), in whole or in part as it deems appropriate in accordance with applicable laws and regulations. In such instance, wherever possible, XOX shall notify you of such Variations (including the effective date for the same) via announcement and your continued use of the Plan after the effective date of such Variation shall be bound by such modified Terms and Conditions.
2.5. Please read the following Terms and Conditions carefully before subscribing and using the Plan.
3. THE SERVICES
3.1. Upon activation of any of the Postpaid Plans, you shall be deemed to have acknowledged, read, unconditionally accepted, and agreed to be bound by these Terms and Conditions, Postpaid Plan (General) Terms and Conditions and the FUP, which have been made available at the point of subscription and on XOX’s official website.
3.2. XOX reserves the right, at its discretion and subject to applicable law, to suspend, rescind or terminate Services, if:
a. the Subscriber is in breach of these Terms and Conditions or any other applicable terms and conditions;
b. there is a breach of eligibility criteria;
c. there is non-payment of any charges;
d. XOX reasonably suspects fraud, misuse, or illegal activity (including but not limited to Subscriber reselling or redistribution the Services without XOX’s prior written consent); or
e. XOX is required by any lawful order of a regulatory or governmental authority.
3.3. The Services and Data Quota under the Postpaid Plan are provided strictly for Personal Use, as defined and described in the FUP. Any use that falls within Prohibited Use or Excessive Use, or Abnormal Use (all of which as defined in the FUP) is not permitted. Where such usage is detected, XOX may, in accordance with the FUP and without liability, apply network management measures including throttling, restriction, suspension or termination of the Services.
3.4. XOX may vary, modify, or withdraw the Services or any part thereof by providing reasonable prior notice to Subscribers, provided that such variation shall not materially diminish the core features of the subscribed plan without offering a suitable alternative or remedy.
3.5. The Services are provided on an “as is” and “as available” basis. XOX does not warrant uninterrupted or error-free or continuous access to the Services and makes no guarantee regarding network performance, speed, latency, capacity or availability.
3.6. Data speed rendered is subject to the availability of 5G coverage in the Subscriber’s location. Should 5G coverage be limited or unavailable, speed rendered may drop to 4G or the next available network tier. XOX makes no guarantee regarding specific network performance or continuous 5G access.
3.7. Without limiting the generality of the foregoing, XOX does not warrant that: (i) Data entitlements will be accessible at any specific time; (ii) advertised or expected speeds will be achieved; (iii) the Network will be free from congestion, outages, maintenance or service interruptions; or (iv) any specific device, application, software or hardware will be compatible with the Services. The Data speed, if stated, are optimum speeds which reflect the capabilities of our host’s networks in an ideal situation only. The actual speed attainable for Data usage may vary depending on many factors including but not limited to technical and environment.
3.8. XOX shall not be liable for any failure to service interruptions, network outages, or failure to deliver the Services if such failure is caused by factors beyond XOX’s control.
failure is caused by factors beyond XOX’s control.
4. ELIGIBILITY
4.1. By submitting an application for the Services, the Subscriber authorises XOX to verify all personal information in order to determine, at our discretion, if the Service may be made available to you. In the event the Services cannot be supplied, your application (including your personal details) will be kept in our records pending availability of the same. Please refer to our Privacy Statement on XOX Official Website for more information.
4.2. To be eligible, the Subscriber must:
a. be at least the age of eighteen (18) years and possess full legal capacity to contract;
b. if below eighteen (18) years of age, written parental or guardian consent is required.
4.3. For non-Malaysians, the Subscriber must further possess a valid passport with a remaining validity period of no less than six (6) months at the time of registration and a valid Malaysian bank account.
4.4. XOX reserves the right, in its sole discretion, to accept or reject any application for Services without assigning reasons.
4.5. The Terms and Conditions stated herein shall be applicable for all Plans and Promotions as offered or may be offered by XOX to Subscribers as part of the Services. The Terms and Conditions shall be in force immediately from the date of acceptance by the Subscriber (which is defined by the availability of the Service, consent provided through any communication channel including but not limited to SMS, WhatsApp, digital platforms, or recorded interactions, and/or usage of the Services by the Subscriber or any authorised user).
4.6. The Subscribers shall refer to the Plans available for registration offered under the XOX Postpaid Plans, including but not limited to the BLACK and YELLOW Plans.
4.7. Each Subscriber may only register up to a maximum of five (5) SIMs per valid National Registration Identity Card (NRIC)/Passport, in accordance with directives issued by MCMC. Malaysian citizen is required to register using a valid NRIC only.
4.8. All applications will be retained but only as permitted under and in accordance with the PDPA 2010 (as amended) and XOX’s Privacy Policy.
5. AUTHORISED USE
5.1. The Subscriber is the sole contracting party and remains fully responsible for the subscription, the Service, and all Charges incurred under the Plan, regardless of the identity of the actual user of the Service.
5.2. Where the Subscriber permits, allows, or authorizes or fails to prevent any third party, including a minor or person below the age of eighteen (18) years or a dependent, from using the Services, SIM Card, or any Device, such use shall be deemed authorised by the Subscriber. The Subscriber shall remain solely and fully responsible for all charges, usage, commitments, obligations, representations, and contractual liabilities arising from such use, including but not limited to any plan upgrades, promotions, add-ons, or contract-based Services subscribed to under the Account.
5.3. The use of the Service by a minor shall not affect the validity, enforceability, or continuation of the Subscriber’s contractual obligations, including payment obligations, early termination charges, or any other liabilities under the Plan.
5.4. The Subscriber shall not deny liability, dispute Charges, or seek to avoid enforcement of this Agreement on the basis that the Service was used by a minor, dependent, or any unauthorised third party, where the Account is registered under the Subscriber’s name and consent for such Services was provided by the Subscriber.
5.5. XOX shall have no obligation to verify the identity, age, or authority of any person using the Service and shall not be responsible for monitoring or supervising such use. Such responsibility shall rest solely with the Subscriber.
6. THE POSTPAID PLAN
6.1. The Postpaid Plan cannot be exchanged for cash or any other form of payment.
6.2. The Postpaid Plan is not valid with any other promotions, discounts, or incentives provided by XOX , unless explicitly stated otherwise. XOX reserves the right to amend the terms of the Plan or the Devices offered under the Plan at any time, including but not limited to changes in pricing, Device availability, and Plan features.
6.3. For the avoidance of doubt, any reference to “Unlimited Data” under the Postpaid Plan refers to Data usage without a fixed Data cap and remains subject at all times to the FUP, network management, data staging, technical limitations, and applicable device restrictions.
6.4. XOX reserves the right to implement Data staging, prioritisation, traffic management, speed reduction, or other network optimisation measures at any time to ensure network integrity, service quality, and fair usage among Subscribers. Such measures may result in variable speeds and performance and shall not constitute a breach of these Terms and Conditions.
6.5. The Postpaid Plan is intended for personal mobile use on compatible Devices only and shall not be used with modems, routers, or similar equipment, or for machine-to-machine communication, or continuous high-volume transmission, or any commercial purposes.
6.6. The Postpaid Plan shall not be used for resale, commercial purposes or any usage inconsistent with personal mobile use. Any such use constitutes a material breach of these Terms & Conditions.
7. COMMITMENT PERIOD
7.1. Certain Postpaid Plans may be offered with a minimum commitment period (“Commitment Period”), while others may be offered without any commitment.
7.2. Where a commitment period applies, the duration and applicable conditions shall be expressly stated at the point of subscription or in the Letter of Agreement (LOA).
7.3. Where no commitment period is stated, the Postpaid Plan shall be deemed non-contractual and terminable in accordance with the Postpaid Plan (General) Terms and Conditions.
8. EARLY TERMINATION CHARGES (IF APPLICABLE)
8.1. Where a commitment period applies, the Subscriber shall not terminate, suspend, port out, downgrade, transfer ownership of, or otherwise cancel the Postpaid Plan, except with the prior written approval of XOX.
8.2. Upon the occurrence of an Early Termination event, or if the Plan is terminated or suspended by XOX due to any breach of these Terms and Conditions, the Fair Usage Policy, or applicable laws, XOX reserves the right to impose an Early Termination Charge.
8.3. The charge of Early Termination Charges will be calculated as follows:
[(Monthly Subscription Fee) x (Remaining Month(s) of Commitment Period)]
together with all outstanding charges, taxes, fees, and/or any remaining Device/Hardware balance (if applicable).
8.4. Payment of the Early Termination Charge shall not operate as a waiver of XOX’s right to recover any other sums due or to exercise any other rights or remedies available under these Terms & Conditions or applicable laws.
9. DEVICE & HARDWARE (IF APPLICABLE)
9.1. Not all Postpaid Plans include a bundled Device and/or Hardware.
9.2. Where the Postpaid Plan is offered with any bundled Hardware, such equipment is provided solely as part of the commercial offering and does not alter, waive, or expand the permitted use of the Service under the Plan.
9.3. All Data usage remains subject to the FUP, traffic management, and usage restrictions applicable to the Postpaid Plan, regardless of the type of Hardware offered.
10. REGISTRATION – ADVANCE PAYMENT (NON-REFUNDABLE)/DEPOSIT
10.1. Upon registration for the Plan, the Subscriber shall pay XOX an Advance Payment equivalent to one (1) month of the applicable subscribed Plan. The Subscriber agrees that XOX shall not pay any interest on the Advance Payment, which shall be offset against the first month’s usage Charges due and payable by the Subscriber to XOX.
10.2. Any Advance Payment collected at the time of subscription shall be treated as a one-time administrative and service charge. The Advance Payment is strictly non-refundable once the Services are activated except as required under law, whether or not the Subscriber subsequently terminates the subscription.
10.3. A Deposit equivalent to the sum of two (2) months of the monthly commitment of the Plan is payable by non-Malaysians subscribing for the Plan(s). Such Deposit shall be refundable without interest upon termination, subject to deduction of any outstanding Charges or other amounts due.
10.4. Any Deposit collected shall be refundable subject to deduction of outstanding charges, provided the refund request is made within thirty (30) days of termination. Deposits are held as security for payment obligations and do not constitute Advance Payment or advance subscription fees. Refunds of Deposits will only be processed via credit to a Malaysian bank account nominated by the Subscriber. XOX shall not be liable for bank charges, delays, or failure in processing refunds to foreign accounts. No cash refunds will be entertained.
11. MOBILE NUMBER PORTABILITY (MNP)
11.1. Mobile Number Portability (“MNP”) allows Subscriber to change from one Public Cellular Service Provider to another Public Cellular Service Provider while retaining the existing mobile number.
11.2. To request MNP, the Subscriber acknowledges, confirms, and agrees that:
a. a non-refundable porting fee may be charged;
b. the mobile number requested must be in the range of mobile numbers approved by MCMC;
c. valid identification must be provided which may include MyKad, Armed Forces Identification Card and/or passport, or company registration documents;
d. only Active mobile number at the time of the request is eligible. Mobile number which has been suspended, barred, blocked, terminated, blacklisted will not be eligible;
e. MNP is subject to existing geographic numbering requirements;
f. porting from Prepaid to Postpaid Service(s) and vice versa is allowed;
g. all other information as required from XOX must be provided upon request; and
h. all MNP requests are subject to these Terms and Conditions, and any other applicable terms and conditions for new registrations.
11.3. Subscribers may port-in to XOX Postpaid via the following channels: -
a. XOX Online Store;
b. At any XOX Service Centres; or
c. Through an authorised Dealer.
11.4. The Advance Payment of the selected Plan must be made in order to activate the SIM Card. Such Advance Payment shall be applied against the first month’s Charges and is non-refundable once the Services are activated.
11.5. In the event of Port Out from a Postpaid Plan: (a) all unused Data Quota, Talk Time, SMS, free and/or promotional items, and other XOX value added services shall be forfeited, (b) any forfeiture and/or refund of unused monies and credit shall be subject to the prevailing XOX Refund Policy, and (c) XOX shall not be liable for any period of outage or interruption arising from the Subscribers’ porting process.
11.6. XOX shall not be responsible and/or liable for the following: -
a. any period of outage or interruption during the Subscribers’ porting process;
b. any damage, loss, costs or expenses or other liability in contract or tort or otherwise direct or indirect relation thereto in connection with MNP; or
c. any delay or unsuccessful porting.
12. XOX POSTPAID PLANS
12.1. The BLACK Plans offered are as follows:
12.2. The YELLOW Plans offered are as follows:
12.3. All Plans, features, and any subsequent modifications thereto shall be subject at all times to the prevailing guidelines, directions, and determinations issued by MCMC, as well as all other applicable laws and regulations, and shall be construed and enforced accordingly.
13. COUNTER
13.1. Each Plan includes a bundled allocation (collectively, the “Quota”) of mobile Internet Data (“Data Quota”), voice calls in minutes (“Talk Time”), and SMS quota (“SMS”), which shall be collectively stored in the Subscriber’s Counter, and shall be valid for use exclusively within Malaysia on XOX’s domestic network.
13.2. The Quota shall not apply to international roaming, international calls, or international SMS, unless expressly stated otherwise.
13.3. The Counter shall reset at the end of each billing cycle. Any unused Quota shall expire and be forfeited unless carry forward is expressly provided for under the Plan subscribed to or in accordance with these Terms and Conditions.
14. MOBILE INTERNET/DATA SERVICES
14.1. There is no Pay-per-use rate for Data Quota once Subscribers have utilized all Data Quota in their Counter. Subscribers may purchase additional Data via Happy Hour promotions, Season Pass packages, or opt for Data Add-Ons (see Data Add-Ons below) subject to the following: -
a. The Subscriber has sufficient pre-payment or credit balance in their Postpaid Account; and
b. The Subscriber’s total Data in their Counter does not exceed 100GB.
14.2. For more information on “High Speed Data” or “Unlimited Data”, please see Unlimited Data & High-Speed Data clause below.
14.3. Data usage may be managed through speed management, temporary throttling, or other measures described in the FUP once usage thresholds or usage patterns specified in the FUP are reached. Such “unlimited” Data may be released, refreshed, or made available in stages throughout the billing cycle.
14.4. Subscribers acknowledge and agree that stated Data volumes do not guarantee uninterrupted access, minimum speeds, or consistent performance, and that actual speeds and availability may vary due to various factors including network conditions, location, device capability, congestion and usage pattern.
15. TALK TIME
15.1. Talk Time will be stored in the Subscriber’s Counter. When Subscribers make domestic calls, the call usage will be deducted from the Counter storage on a per 30 second charging block.
15.2. Upon exhaustion of the Talk Time, domestic calls shall be charged on the Pay-per-use (PPU) at RM0.15 per minute calculated on a 30-second block basis.
15.3. Subscribers may purchase additional Talk Time via Happy Hour promos and Season Pass packages, subject to sufficient credit balance in their Account. Each successful purchase of Happy Hour promos and Season pass packages will automatically be stored in the Subscriber’s Counter.
16. SMS
16.1. SMS quota will be stored in the Subscribers’ Counter. Each domestic SMS will be deducted from the Counter on a per SMS basis.
16.2. Upon exhaustion of the SMS quota, Subscribers will be charged on a Pay-per-use (PPU) basis at RM0.10 per SMS in addition to the applicable monthly plan fee.
16.3. Subscribers may purchase additional SMS via Happy Hour promotions and Season Pass, subject to sufficient credit balance in their Account. Successful purchases shall be credited in the Counter.
17. CARRYING FORWARD
17.1. Active Subscribers may carry forward unused Data Quota, Talk Time, and SMS to the subsequent Billing Cycle, subject to:
a. the maximum Data balance that may be carried forward is 100GB.
b. UNLIMITED Talk Time from the Postpaid Plan is NOT eligible to be carried forward.
17.2. The carry forward feature of unused Data Quota, Talk Time, and SMS is not a permanent feature and is made available for a limited period only as determined by XOX. XOX reserves its right to withdraw the carry forward feature at any time with advance notice and without any liability.
18. DATA ADD-ON
18.1. All Subscribers (except B10 Plan Subscribers) may purchase additional Data Quota (“Data Add-On”) to add into their Counter, as follows:
18.2. B10 Plan Subscribers may purchase the following additional Data (“Data Add-On”) to add into their Counter, as follows:
18.3. All charges shall be subjected to a 6% SST at the end of the Billing Cycle.
19. SEASON PASS AND HAPPY HOUR
19.1. All Subscribers may purchase Season Pass and Happy Hour promotions offered by XOX. Once Subscribers purchase Happy Hour or Season Pass, the Data Add-On, Talk Time, and SMS purchased from aforesaid promotions will be automatically stored in the Subscriber’s Counter and Subscribers may use the Data Add-On, Talk Time and SMS right away.
19.2. Happy Hour or Season Pass shall incur additional charges in addition to the monthly plan fees.
19.3. For Plans with UNLIMITED calls, additional Talk Time purchased from Season Pass and Happy Hour stored in their counter shall only be available for Sharing and Carrying Forward only.
20. SHARING
20.1. Subscribers may share up to a maximum of 10GB of Data each time (and limited to three (3) times a day), Talk Time, or SMS to all XOX Subscribers depending on the balance in their counter.
20.2. A fee of RM0.50 per sharing transaction shall apply, subject to the eligibility of each Postpaid Plan:-
21. ACCOUNT STATUS POLICY
Active
21.1. Upon signing up and activation of a Postpaid Account together with payment of the Plan’s Advance Payment, the Account will be in an Active status.
21.2. An Active status allows the Subscriber full access to all Services available under the subscribed Plan such as Data usage, making outgoing and incoming calls, and SMS. The Account will remain in this status subject to the timely settlement of all payment obligations in accordance with the applicable billing cycles, grace period, and the Plan’s specific terms.
Essential Mode
21.3. In the event that any outstanding amount remains unpaid as at the respective Plan’s billing due date, the Subscriber’s Account will be placed under Essential Mode.
21.4. While in this Essential Mode status, the following shall apply:-
(a) Access for Data will be restricted, with the exception of basic internet access, which shall be provided at speeds and conditions as solely determined by XOX;
(b) Outgoing calls and SMS shall be available on a Pay-per-use (PPU) basis and charged at the prevailing rates in accordance with Clause 15.2 and 16.2 above;
(c) However, limited access remains available strictly for emergency services, customer support channels, and automated notifications from XOX.
21.5. Once the Subscriber’s Account is placed under Essential Mode, the Account will remain in such status until the total outstanding amount is paid in full. For the avoidance of doubt, the Subscriber’s monthly plan charges (including SST) will continue to accrue and be charged under Essential Mode until all outstanding amount due under the Subscriber’s Account is paid in full, and the Subscriber successfully terminates the Subscriber’s Account in accordance with Clause 21.12 below.
21.6. The Subscriber’s Account may be reactivated immediately, subject to the full settlement of all outstanding amount and the payment of a one-time late payment fee of RM10.00 (subject to SST).
Blocked
21.7. Notwithstanding the foregoing, XOX at its sole discretion may place any Subscriber's Account under Blocked, where any outstanding amount payable by the Subscriber remains unpaid, or where the Subscriber's Account has reached or exceeded the prescribed Credit Limit.
21.8. While in this Blocked status, any and all Services made available to the Subscriber shall be entirely suspended. Save for the receipt of automated SMS from XOX, such suspension includes, without limitation, access to Data (including basic internet access), along with all incoming and outgoing calls and SMS.
21.9. Once the Subscriber’s Account is placed under Blocked, the Account will remain in such status until all outstanding amount is paid in full. Save as provided under Clause 21.11 for Postpaid Plans with a Commitment Period, no further charges shall accrue on the Subscriber’s Account while it remains under Blocked.
21.10. The Subscriber’s Account may be reactivated immediately, subject to the full settlement of all outstanding amount and the payment of a one-time late payment fee of RM10.00 (subject to SST).
21.11. For Postpaid Plans with a Commitment Period, the suspension of Services shall not extend or interrupt the original Commitment Period, and the monthly plan charges shall remain due and payable for the remaining months of the Commitment Period.
Account Termination
21.12. Upon receipt of a valid termination request from the Subscriber, and subject to verification of the Subscriber’s identity and settlement of all outstanding charges, fees, and obligations (if any), the Subscriber’s Account may be terminated. For the avoidance of doubt, no Account shall be terminated automatically, and the Subscriber is solely responsible for initiating any such request.
21.13. Notwithstanding the foregoing, XOX reserves the absolute right to terminate any Subscriber’s Account at its sole discretion, including but not limited to cases involving fraud, abuse, illegal activities, non-compliance with any applicable laws and regulations, breach of these Terms and Conditions or any other circumstances under which continued provision of the Services is deemed inappropriate by XOX.
21.14. Once the Account is Terminated, the following shall apply:
(a) The Account cannot be reinstated under any circumstances;
(b) The Subscriber’s mobile number shall be permanently deactivated and released, and the Subscriber shall not be entitled to reclaim or reuse the same mobile number; and
(c) Any remaining Data, Talk Time, SMS and/or other services or benefits associated with the Account shall be irrevocably forfeited; and
(d) Any refund of unused monies and credit shall be subject to the prevailing XOX Refund Policy.
Resubscription Upon Termination
21.15. A Subscriber whose Account has been Terminated may resubscribe to XOX under any new XOX plan by way of new registration.
21.16. Notwithstanding Clause 21.15 above, the Subscriber shall not be permitted to register for a new plan if their NRIC is:
(a) Blacklisted on XOX’s system due to the Subscriber Account’s outstanding amount; or
(b) Suspended on XOX’s system due to fraudulent activities or any other breach of these Terms & Conditions.
21.17. For information regarding any outstanding balance or details of the previous Account, the Subscriber may contact XOX Recovery Team at debtcollection@xox.com.my. The XOX Recovery Team will provide the necessary information and settlement options.
21.18. Upon full settlement of the outstanding amount and removal from the blacklist or suspension list on XOX’s system, the Subscriber may proceed to apply for a new plan.
21.19. XOX reserves the right to reject any new plan application if:
(a) The total outstanding amount remains unpaid;
(b) The Subscriber remains blacklisted or suspended; or
(c) There are other valid and justifiable grounds, including but not limited to fraud prevention, regulatory requirements, or non-compliance with these Terms & Conditions.
22. CHANGE FROM PREPAID TO POSTPAID PLAN
22.1. Prepaid Subscribers (including non-Malaysian Subscribers) may request to convert their prepaid plans to Postpaid Plan via XOX App, XOX Self Care, at any XOX Service Centre, or through an authorised dealer (coming soon for non-Malaysian Subscribers).
22.2. Non-Malaysian Subscribers shall be required to pay a Deposit equivalent to two (2) months of the monthly commitment of the selected Postpaid Plan. The Deposit may be refunded upon termination of the Postpaid Plan, subject to deduction of any outstanding amounts owed to XOX.
22.3. Upon request, Prepaid Subscriber will receive a notification confirming either the acceptance or rejection of their request to the Postpaid upgrade.
22.4. Once the upgrade request has been accepted, the Subscriber will automatically be converted to their selected Postpaid Plan within twenty-four (24) hours. Any remaining prepaid credit in the Subscriber’s Account shall not be applied towards the Postpaid Plan’s Advance Payment and shall be forfeited. Subscribers are responsible to fully utilise their prepaid airtime credit prior to migration. Remaining prepaid credit will not be carried forward to the new Postpaid Account.
22.5. Subscribers acknowledge that Subscriber may experience Service interruption during the upgrading process until conversion is completed.
22.6. All remaining airtime credit, and any Data Quota, Talk Time, and SMS in the Season Pass counter shall be forfeited upon conversion to the new Postpaid Account.
22.7. Any unused Data Quota, Talk Time, SMS, credit, and prepaid validity in Season Pass counter will NOT be carried forward to the new Postpaid plan.
22.8. Upon successful conversion, the Subscriber shall be bound by these Terms and Conditions, the Postpaid (General) Terms and Conditions and any other applicable terms and conditions governing the use of a Postpaid Plan.
23. CHANGE OF POSTPAID PLANS
23.1. Postpaid Subscribers (including non-Malaysian Subscribers) may change their Postpaid Plans via the XOX App, XOX Self Care, at any XOX Service Centre or through an authorised dealer (coming soon for non-Malaysian Subscribers).
23.2. Postpaid Subscribers are not allowed to change plan to Postpaid Plans below RM30.
23.3. Postpaid Subscribers are not allowed to change their respective Postpaid Plan to B33 / T33 Plan, but B33 / T33 Plan Subscribers are allowed to change to any other Postpaid Plans, except for Postpaid Plans below RM30.
23.4. YELLOW Plan Subscribers are not allowed to switch to any other Postpaid Plans under the same MSISDN. Any YELLOW Plan Subscriber who wishes to change to a different Postpaid Plan must register for a new account with a new MSISDN.
23.5. All Postpaid Subscribers are not allowed to change plan to YELLOW Plans (ETS38, Y38, Y48).
23.6. New Subscribers may only request for a change of Postpaid Plan after completion of the first Billing Cycle.
23.7. Subscribers must pay the Advance Payment for the new Plan selected together with the existing Plan fee to effect the change of Plan. The advance payment received will be applied to the first month’s Plan fee.
23.8. Non-Malaysian Subscribers shall be required to pay a Deposit equivalent to two (2) months of the monthly commitment of the selected Postpaid Plan. The Deposit may be refunded upon termination of the Postpaid Plan, subject to deduction of any outstanding amounts owed to XOX.
23.9. Where a Non-Malaysian Subscriber seeks to upgrade their Postpaid Plan, any shortfall between the new required Deposit and the existing Deposit must be paid by the said Subscriber.
23.10. Where a Non-Malaysian Subscriber downgrades their Postpaid Plan, the initial Deposit paid will remain, with no refund issued at the time of change of Postpaid Plan. Refunds (if any) shall only be processed upon termination.
23.11. Subscribers are required to pay the listed amount below for the change Plan request:
Total = Amount Due* (if any) + 1 Month Current Plan Fee + 1 month of Advance Payment of New Plan + Additional Deposit (if any)
*Amount Due refers to any additional purchase or outstanding charges excluding Current Plan Fee.
23.12. The illustrations and tables provided below (as well as anywhere in these Terms and Conditions) are for reference and clarification purposes only. In the event of any discrepancy between the tables/illustrations and the applicable charges, deposits, or plan commitments published by XOX from time to time, the official published charges and requirements shall prevail: -
23.13. Subscribers may change their Postpaid Plan once per billing cycle only. Requests beyond this limit shall be rejected.
23.14. Any outstanding or overdue amounts must be settled before the change takes effect.
23.15. The selected Plan will take effect on the same day the request is successfully processed.
23.16. Confirmation of the Plan change shall be communicated via SMS and/or email notification.
23.17. All existing unused Data Quota, Talk Time and SMS of the previously subscribed Postpaid Plan will be carried forward to the new Plan.
23.18. Subscribers may carry forward a maximum of 100GB to the new plan. Any excess shall be forfeited without refund upon successful Plan change.
24. CHANGE TO PREPAID PLANS BY XOX
24.1. Subscribers (except B33 / T33, B88 & YELLOW Plan Subscribers) may request to convert their Postpaid Plan to Prepaid Plan by contacting XOX careline at 12273 or via any other channel listed on https://onexox.my/hubungi-kami.
24.2. All such requests are subject to XOX's approval. Upon receipt of the request, XOX will assess the Subscriber's eligibility and notify the Subscriber of the outcome.
24.3. If the Subscriber’s request is approved, XOX will process the Postpaid-to-Prepaid plan conversion within the timeframe communicated to the Subscriber.
24.4. Subscribers acknowledge that Service interruption may occur during the process until conversion is completed.
24.5. Any excess payments, unused Data Quota, Talk Time, and SMS shall be forfeited upon conversion to the new Prepaid Account.
24.6. Upon successful conversion, the Subscriber shall be bound by the applicable Prepaid terms and conditions.
25. FORFEITURE
25.1. The Subscriber expressly acknowledges and agrees that, as a condition of changing from a Postpaid Plan to a Prepaid Plan, any benefit and/or entitlement under the existing Postpaid Plan shall be automatically forfeited without refund or compensation.
26. POSTPAID BILLING CYCLE
26.1. All Postpaid Plans operate on a recurring thirty (30)-day billing cycle, commencing on the date of activation or conversion, as applicable.
26.2. For all Postpaid Plans, Data Quota, Talk Time, and SMS shall be allocated on a monthly basis and shall reset at the start of each Billing Cycle. Any unused allocation may be carried forward, subject to the dedicated Carry Forward clauses stated above.
27. CREDIT EXTENSION
27.1. The Credit Extension (“Credit Limit”) is a facility granted at the sole discretion of XOX, that allows Subscribers flexibility to purchase add-on, Season Pass or Happy Hour and other permitted services. XOX will proactively update a Subscriber’s Credit Limit to align with the Subscriber’s subscribed Services and usage patterns.
27.2. The Subscriber remains fully responsible for all Charges incurred under the Subscriber’s Account, including but not limited to mobile device roaming charges, regardless of whether such Charges exceed the Credit Limit.
27.3. XOX at its sole discretion, may reduce or increase or suspend, or withdraw the Credit Limit at any time.
27.4. If the Subscriber exceeds the Credit Limit, XOX may immediately block, restrict, or suspend the Service(s) without liability. The Subscriber must promptly settle all Charges, including any amount exceeding the Credit Limit.
27.5. Credit Limit is available for all Postpaid Subscribers until further notice.
27.6. Subscribers may use the Credit Extension to do the following:
a. Use Pay-per-use calls and SMS
b. Buy Season Pass, Happy Hour and add-ons
c. Share Data, Talk Time and SMS
d. Purchase premium Content
27.7. The amount of Credit Limit available for each Postpaid Subscriber varies. It is determined by XOX based on the length of the Subscriber’s subscription to Postpaid Plan, payment history, and other variables.
27.8. Subscribers may request for an increase of Credit Limit, however it is subject to approval at the sole discretion of XOX and may require additional security deposit or supporting documentation.
28. BILL PAYMENT
28.1. The Subscriber agrees and undertakes to pay promptly all usage Charges due and payable for all Services registered under the Subscriber’s Account, regardless of whether or not such Services have been used, partly used or misused by any third party or an unauthorised person.
28.2. In the event of non-payment of any Charges that are due, the Subscriber further agrees that XOX reserves the right, and without prejudice to its other rights, to withhold or forfeit the available monies balance or rewards from the Subscriber’s Account, and to restrict, suspend, impose reconnection fee and/or terminate Postpaid Services(s).
28.3. The Subscriber hereby authorises XOX to charge any outstanding amounts under the Subscriber’s Account to the credit card or payment method provided for the Services. XOX shall not be liable for any unauthorised use of such payment method if provided by the Subscriber.
28.4. Payment for the Subscriber’s monthly bill can be made via direct debit, credit card, online banking or e-Wallet.
28.5. The Subscriber confirms and warrants that the Subscriber is the lawful and authorised holder of the Card. Where the payment method belongs to a third party, the Subscriber warrants that the Cardholder is duly authorised and consents to such use.
28.6. The Subscriber also confirms that the Card is valid and will remain valid throughout the duration of the Subscriber’s use of direct debit, credit card or online banking.
28.7. Subscribers shall remain liable to pay all Charges during any period of suspension, interruption or loss of the Service (“Suspension Period”) whether at the Subscriber’s request or due to Subscriber default.
28.8. The Subscriber shall make timely payment to maintain their Account on an Active status. Failure to do so may result in the Account being placed under Essential Mode or Blocked status. For the avoidance of doubt, the Subscriber's Account being placed under Essential Mode or Blocked status does not affect the Subscriber's obligation to pay Charges or the continuity of any contract or Commitment Period, unless expressly stated otherwise.
28.9. Notwithstanding any restriction of the Service(s), the Subscriber acknowledges and agrees that monthly plan fees and all applicable Charges shall continue to accrue until the earlier of: (i) settlement of all outstanding amounts due, or (ii) the accumulated charges reaches or exceeds the prescribed Credit Limit under the Subscriber’s Account. The Subscriber remains liable for such Charges as a condition of subscription to the Services.
28.10. Any advance or excess payment made shall be carried forward and reflected in the Subscriber’s next billing statement.
28.11. All Charges are subject to service tax (SST) under the Service Tax Act 2018 or any other applicable taxes, which shall be added to the Subscriber’s bill at the prevailing rate.
28.12. For bill disputes enquiry, Subscribers may contact XOX Call Centre for clarification. Billing disputes must be raised within thirty (30) days from the date of the statement, failing which the bill shall be deemed accurate and binding.
29. AUTO-DEBIT SERVICE
Payment Obligations
29.1. The Subscriber shall settle all Postpaid official bill statements in a timely manner on or before the due date. Approval of or participation in the Auto-Debit Service does not in any way waive, extend or suspend the Subscriber’s obligation to make timely payment. By enrolling to the Auto-Debit Services, the Subscriber authorises XOX to process all sums due in accordance with the Auto-Debit Form and these Terms and Conditions.
Risk & Liability
29.2. The Subscriber hereby agrees that the use of Auto-Debit Service is undertaken at their own risk. XOX shall not be liable for any claim, loss, or expense arising from use of the Service, except where such loss arises directly from XOX’s gross negligence, wilful misconduct, or fraud. The Subscriber shall indemnify XOX against claims or losses arising from inaccurate or unauthorised instructions provided by the Subscriber.
Activation & Termination
29.3. The Subscriber shall allow at least three (3) working days from submission of a completed registration form for processing and activation of the Auto-Debit Service.
29.4. The Subscriber may terminate the Auto-Debit Service with one (1) month’s written/email notice to XOX, and XOX may terminate the Auto-Debit Service at any time with seven (7) days’ prior notice to the Subscriber.
29.5. The Auto-Debit Service shall be automatically terminated with immediate effect and without notice to the Subscriber in the event that the Card is cancelled, invalid, or suspended by the Card Issuer.
Auto-Debit Service Conditions
29.6. The Subscriber acknowledges and agrees that: -
29.6.1. the Auto-Debit Service is subject to applicable laws, Bank Negara Malaysia regulations, and card network rules;
29.6.2. Payments are deemed received upon successful debit. No receipts will be issued; the Card statement shall serve as proof of payment;
29.6.3. XOX shall not be held responsible or liable for or transaction failures caused by the Bank or Card Issuer, which includes but not limited to:
a. if the Card is not honoured by the Bank or the Card Issuer;
b. if authorization to the Cardholder for the transaction is denied, refused or suspended by any party for any reason whatsoever;
c. if XOX is unable or delays in providing the Service as a result of power failure, failure of any computer or telecommunication system used in connection with the Services, or any other circumstances beyond XOX’s reasonable control; or
d. for any loss or damages whatsoever suffered by the Subscribers arising from the use of the Auto-Debit Service.
29.7. XOX reserves the right at its absolute discretion to require the Subscriber to settle any due amount billed using other means of payment from time to time.
29.8. The Subscriber declares and undertakes to XOX that: -
a. the information supplied overleaf by the Subscriber is true and correct;
b. the Subscriber is the lawful and authorized holder of the Card or where the Card belongs to a third party, that the Cardholder is the lawful and authorized holder of the Card and has authorised the Subscriber to use the Card for the purpose of the Auto-Debit Service;
c. the Card is valid and has not expired and shall remain valid and unexpired throughout the duration of the Subscriber’s use of the Auto-Debit Service; and
d. the Card has not been suspended or terminated.
29.9. The Subscriber acknowledges and agrees: -
a. that the Auto-Debit Service is only available to Subscribers who are owners of VISA/Master Card issued by Malaysian Banks or Financial Institutions;
b. to accept full responsibility for all transactions arising from the use of his/her Card in payment of the Amount Due;
c. that the provision of the Services for any transaction at any time is subject to prior authorization from the Bank and/or Card Issuer through the supplied terminals and against an unexpired and valid Card;
d. understands that the Auto-Debit Service is only applicable for settlement of periodic XOX’s official bill statements. All and any other payments other than periodic XOX’s official bill statement cycle shall be promptly settled in the ordinary manner by the Subscriber;
e. that XOX may appoint a third party to be the authorised collection agent to demand, claim, collect and receive any payments due and payable by Subscriber to XOX for the provision of the relevant XOX telecommunication services; and
f. that XOX is only responsible for making arrangement to debit the Subscriber’s Card account through the card centre as authorised by the Subscriber, solely for the Subscriber’s convenience and benefit. Therefore, for any problems or dispute arising from the procession/debiting will be at Subscriber’s own responsibility to resolve it with their Card issuer.
29.10. The Subscriber is obliged to inform XOX in writing/email if there are any changes to his/her Card account number, including but not limited to new account number issued under “lost” or termination/cancellation of the Card’s account, changes or renewal of expiry date. Changes involving new account number will require submission of a new authorisation form to XOX.
29.11. The Subscriber shall charge their bills to the Card’s account in their name either by sole or joint account only. Any variation from this will require expressed permission from the cardholder in writing/email.
29.12. The Subscriber hereby authorises XOX to:
a. verify the information supplied overleaf with the Card Issuer or any third party as may be necessary; and/or
b. forward the Subscriber’s call transactions, billings and other details to the Bank, the Card Issuer, and other relevant parties for and in connection with the Auto-Debit Service; and/or
c. to release details of the Subscriber’s monthly bills to the issuing Bank / Card Issuer and to automatically debit these amounts billed to the Subscriber’s Card. The full amount will be debited until the Subscriber withdraws from the Auto-Debit Service.
29.13. XOX reserves the right, without prior notice to the Subscriber, to reverse any payment entry in the Subscriber’s statement Accounts or charge back the transaction sum to the Subscriber’s Account with XOX in the following circumstances:
a. the transaction is found to be incomplete, authorised, illegal or carried out by fraudulent means;
b. the transaction or the Card concerned is found to have expired, been cancelled, declined, is invalid, or exceeded its authorised limit; or
c. the transaction contravenes applicable laws, regulations, or card network rules.
Limitation of Liability
29.14. Except in cases of gross negligence, wilful misconduct, or fraud, XOX’s liability in respect of the Auto-Debit Service shall not exceed the value of the disputed transaction or the monthly plan fee, whichever is lower.
Inconsistency
29.15. These terms and conditions shall be read in conjunction with the Postpaid (General) Terms and Conditions. In the event of any conflict, the more specific terms relating to Auto-Debit Service shall prevail.
30. VALUE ADDED SERVICES
30.1. The Subscriber recognises that the Value Added Services (“VAS”) includes but is not limited to Data and such additional services made available by XOX from time to time, may be provided subject to availability.
30.2. XOX makes no warranty that VAS will be uninterrupted or error-free and reserves the right to modify, suspend or discontinue any VAS at any time.
30.3. If VAS is chargeable, such chargeable VAS shall only be activated with the Subscriber’s express consent (including through digital acceptance or service activation). Charges for VAS shall be reflected in the Subscriber’s bill. The Subscriber may request deactivation of any VAS, subject to the applicable terms of such service.
31. TRANSFERRING OWNERSHIP OF MSISDN
31.1. Ownership of an MSISDN may be transferred between eligible Subscribers, subject always to MCMC’s guidelines, applicable laws and regulations, and XOX’s verification process.
31.2. Below are the Subscriber who may transfer the ownership of their MSISDN to another Subscriber.
31.3. Subscribers must ensure the MSISDN to be transferred ownership is under an Active status. MSISDNs that are under Essential Mode or Blocked status must first be reactivated before the transfer request can be processed.
31.4. Subscribers whose MSISDN is Terminated are not eligible for the ownership transfer.
31.5. Subscribers shall ensure all outstanding and current charges are fully paid prior to the date of transfer. XOX reserves the right to reject or delay the transfer request until full settlement is made.
31.6. Subscribers are solely responsible to resolve all matters regarding Deposit arrangements with the new owner of the MSISDN before the transfer of ownership. XOX shall not be liable for the refund, transfer, or loss of such Deposit.
31.7. Subscriber shall indemnify XOX against any claims, disputes, or losses arising from an ownership transfer, including but not limited to disputes regarding deposits, payments, or entitlements.
31.8. XOX reserves the right to decline any transfer request in cases of suspected fraud, non-compliance with regulatory requirements, or incomplete documentation.
32.1. Subscriber may terminate the Plan(s) by walking into any of XOX Centres listed on https://onexox.my/locate-us, subject to verification and compliance with required procedures. XOX reserves the right to reject, suspend, or delay any termination request in the event of failed verification, incomplete or suspicious supporting documents, or non-compliance with required procedures.
32.2. Upon termination, all unused subscription benefits which includes but not limited to Data Quota, Talk Time, SMS, and any other promotional entitlements, shall automatically expire and shall not be carried forward nor refunded. Such benefits are promotional in nature and/or form part of the Service bundle provided on a monthly cycle basis, and are therefore deemed fully utilised upon termination of the subscription, whether or not the Subscriber has used them.
32.3. The Subscriber may clear the outstanding amounts by utilising their overpaid balance in their Account. Any balance remaining after such payment may be refunded upon request by the Subscriber through XOX Customer Service, subject always to the prevailing XOX Refund Policy.
32.4. Advance Payments collected for subscription activation are strictly non-refundable and shall be treated as an administrative and service charge.
32.5. Deposits (if any) may be refunded upon request by the Subscriber within thirty (30) days from termination date, subject to deduction of outstanding amounts. Refunds will only be made via credit to a Malaysian bank account nominated by the Subscriber. XOX is not liable for any charges imposed by Banks that are not registered in Malaysia, and no cash refunds will be entertained.
32.6. XOX may utilize the Deposit or e-Wallet balances to offset any amount due from the Subscriber to XOX including but not limited to any outstanding amounts under any of the Subscriber’s Accounts. Any deduction shall not be deemed as a waiver of XOX’s right to recover any balance still due. Subscriber shall still be responsible and liable to settle any amount owing and due to XOX.
32.7. Subject to the above, refundable Deposit shall be credited to the Subscriber within fourteen (14) working days from the date of the valid refund request.
32.8. In the event termination of the Subscriber’s subscription is due to overdue or unpaid Charges, the Subscriber shall lose all rights and entitlements previously accumulated under the subscription including but not limited to unused credit, monies, Data Quota, Talk Time, SMS, and e-Wallet balances.
32.9. Termination shall not affect XOX’s rights to recover outstanding sums or enforce accrued rights against the Subscriber.
32.10. Notwithstanding Clause 21.13 above, XOX may terminate or cease availability of the Postpaid Plan or the Services in any of the following circumstances:
a. Non-Payment: If the subscriber fails to make timely payments of any amount due, the Subscriber’s Postpaid Plan may be suspended until payment is settled;
b. Violation of Terms: XOX may terminate the Postpaid Plan and the contract (if any) that the Subscriber has entered into if the Subscriber violates any terms and conditions specified herein or any other applicable XOX’s terms and conditions, or policies governing the Subscriber’s use of the Plan, including but not limited to misuse of Services or Devices;
c. Fraudulent Activity: XOX reserves the right to terminate the Plan immediately if fraudulent activity is detected in connection with the Subscriber's Account;
d. Service Disruption: In the event of unforeseen circumstances or a Force Majeure Event that disrupts the Service or the availability of the Service, XOX may suspend the Postpaid Plan until the Service can be resumed;
e. Legal Compliance: XOX may suspend or terminate the Postpaid Plan if the Subscriber's actions or conduct violate applicable laws or regulations;
f. Company Policy Changes: XOX reserve the right to suspend of terminate the Postpaid Plan if there are changes in company policies or practices that affect the provision of services; or
g. Breach of XOX’s Fair Usage Policy: XOX may suspend or terminate the Postpaid Plan for excessive or abnormal usage patterns, or usage inconsistent with personal, non-commercial use.
32.11. Where practicable, XOX will issue the Subscriber a written notice of termination, specifying the reasons for termination and the effective date. The Subscriber will be responsible for any outstanding amounts up to the termination date of the Postpaid Plan.
32.12. Upon termination or expiry of the Services for whatever reason:
a. all outstanding amount, Early Termination Charges, Device’s payment cost balance, and applicable taxes shall become immediately due and payable;
b. XOX shall disconnect the Services and block access to the Subscriber’s number and/or Device;
c. any remaining benefits under the Plan shall immediately cease without compensation or refund; and
d. termination shall be without prejudice to any accrued rights or remedies of XOX.
32.13. XOX shall not be liable to the Subscriber or any third party for any loss, damage, or inconvenience arising from any suspension, restriction, or termination exercised in accordance with these Terms & Conditions.
33. CREDIT REPORTING
Reporting to Credit Reporting Agency
33.1. XOX reserves the right to report without further reference to the Subscriber, any payment defaults, overdue charges, or outstanding amounts, credit information, and payment conduct under the Subscriber’s Account to any licensed credit reporting agencies, including but not limited to CTOS, in strict compliance with the applicable laws including Credit Reporting Agencies Act 2010, the Personal Data Protection Act 2010 (including all its amendments), and regulatory requirements. For the avoidance of doubt, “CTOS” shall mean CTOS Data Systems Sdn Bhd ((Company No.: 199001009139 (209029-W)).
33.2. For as long as any amount remains outstanding under the Subscriber's Account, XOX may continue to disclose, submit, update, or report the Subscriber’s payment default information and Account details to such licensed credit reporting agencies.
33.3. Such reporting may affect the Subscriber’s credit standing and eligibility for future financial products or services.
33.4. Information reported to such licensed credit reporting agencies may remain on the Subscriber’s credit record and may be updated, revised, or supplemented from time to time based on the Subscriber’s payment status, Account standing, and any subsequent settlement of outstanding amounts.
33.5. XOX’s submission of the Subscriber’s information to such licensed credit reporting agencies shall not release or discharge the Subscriber from the obligation to settle all outstanding sums due to XOX.
33.6. Subscribers are encouraged to make timely payment of all outstanding amounts and maintain their Accounts in good standing to preserve a positive credit profile.
Removal and Withdrawal from Credit Reporting Agency
33.7. To request removal of record from a credit reporting agency, the Subscriber must submit an appeal to XOX Recovery Team at debtcollection@xox.com.my together with valid proof of full settlement of all outstanding amounts.
33.8. XOX will review and respond to the appeal within three (3) working days.
33.9. If the appeal is approved and subject always to the relevant credit reporting agency,
33.9.1. XOX will facilitate the removal request (“Delisting”) of the Subscriber’s information from the relevant credit reporting agency;
33.9.2. The Subscriber will be notified by email once confirmation of removal has been received; and
33.9.3. Upon completion of Delisting, the Subscriber’s trade reference will be updated and the blacklist record will no longer appear in CTOS.
33.10. The Subscriber acknowledges that updates to the records of such credit reporting agencies are SUBJECT ALWAYS to the agencies’ own process and processing timelines, which XOX has no control of. XOX shall not be held liable for any delay or action by the credit reporting agency in processing the Delisting.
34. FAIR USAGE POLICY
34.1. The Fair Usage Policy, as published and updated by XOX from time to time, forms an integral part of these Terms & Conditions and is incorporated by reference, to prevent excessive, unreasonable, or fraudulent use of unlimited or shared benefits.
34.2. If the Subscriber’s usage is excessive or detrimental to the Network, XOX reserves the right to restrict bandwidth, suspend, or terminate service.
35. UNLIMITED DATA & HIGH-SPEED DATA
35.1. Any reference to “Unlimited Data” or similar expression means Data usage without a fixed Data cap. It refers to the maximum Data entitlement within the Subscriber’s billing cycle. Such reference does not mean unrestricted, unthrottled, or uninterrupted high-speed usage.
35.2. The term “High speed Data” refers to Data usage delivered at speeds depending on XOX’s network capability, coverage, device compatibility, and prevailing network conditions, and is not guaranteed at any minimum or constant speed.
35.3. All Data usage, including “Unlimited Data” and “High Speed Data”, is subject at all times to the Fair Usage Policy, network management practices, Data staging, technical limitations, device restrictions, and other applicable terms and conditions.
35.4. XOX reserves the right, at its sole discretion and without liability, to apply reasonable network management measures including speed reductions, Data staging, prioritisation, bandwidth restriction, or suspension where Data usage is excessive, abnormal, inconsistent with personal mobile use, or adversely affects network performance or other users.
35.5. Unless expressly stated otherwise, “Unlimited Data” plans are intended for personal mobile use on compatible devices only and are not permitted for use with modems, routers, tethering for continuous high-volume transmission, machine-to-machine communication, or any commercial purposes.
35.6. Speed variations, latency, or service quality resulting from the network management measures described above shall not constitute a defect, failure of service, or breach of contract by XOX.
36. NOTICE
36.1. All communications, notices and/or documents (“Notices”) issued by XOX to the Subscriber shall be in writing and sent to the Subscriber at the address on the registration form or the last known address as provided and updated by the Subscriber. It is the Subscriber’s responsibility to ensure that all personal details, including postal address, email address, and mobile contact number, are accurate and kept up to date.
36.2. Any Notice shall be deemed duly given and served upon the Subscriber, if: -
a. By hand, at the time of delivery;
b. By registered post, on the second working day after posting irrespective of whether it is returned as undelivered;
c. By ordinary post, on the fifth working day after posting irrespective of whether it is returned as undelivered;
d. By email or SMS/push notification, at the time XOX’s system shows it was sent to the Subscriber’s registered email or mobile number, whether or not the Subscriber reads it;
e. Website/portal posting, on the date it is published on XOX’s official site or self-care portal.
36.3. XOX is not responsible if a Notice is not received because the Subscriber failed to update contact details or did not check their messages.
37. PROMOTIONS, MATERIALS AND REPRESENTATIONS
37.1. Any advertising, promotional material, plan descriptions or representations made by XOX, its agents or representatives are for general information purposes only and do not form part of the contractual terms, unless expressly incorporated into these Terms & Conditions or the Subscriber’s Agreement.
37.2. The Subscriber acknowledges that only representations, advertisements, promotions or materials expressly approved by XOX form part of the Agreement. XOX shall not be bound by, and shall not be liable for, any representation, statement, promise, advertisement, or communication made by any dealer, distributor, agent, retailer, or third party that is inconsistent with, omits reference to, or contradicts these Terms & Conditions, the FUP, or any approved Materials.
37.3. Where subscription to any Postpaid Plan is made under or in connection with any Promotion, the Subscriber shall bound by the specific terms and conditions applicable to that such Promotion.
37.4. Such Promotion terms and conditions shall be read together with, and shall supplement, these Terms and Conditions. In the event of any direct inconsistency, the Promotion terms and conditions shall prevail only where expressly stated and only to the limited extent necessary to give effect to the Promotion.
37.5. For avoidance of doubt, no Promotion shall alter, waive, or override any provisions relating to permitted use of the Service, the FUP, traffic management, network management practices, service limitations, suspension, termination, or XOX’s rights and limitations of liability, unless expressly stated otherwise in writing by XOX.
38. THIRD-PARTY COLLABORATIONS
Third-Party Offers
38.1. Where any Promotion under the Postpaid Plan involves or is or in connection with any third-party merchants, service providers, suppliers, or business partners (“Third Party”):
a. The Subscriber shall comply with all applicable terms, conditions, policies, and eligibility requirements imposed by such Third Party, in addition to these Terms and Conditions.
b. Any products, services, benefits, or offers provided by Third Party are made available on an “as is” and “as available” basis. XOX makes no representations or warranties, whether express, implied, statutory, or otherwise, including but not limited to any implied warranties of merchantability, fitness for a particular purpose, title, non-infringement, availability, quality, performance, or suitability, in respect of any Third Party products or services.
c. XOX shall not be responsible or liable for, and expressly disclaims all liability arising from or in connection with, any act, omission, delay, default, non-fulfilment, interruption, dissatisfaction, loss, damage, cost, expense, or dispute attributable to or arising from the provision, redemption, performance, or use of any Third Party products or services.
d. The Subscriber acknowledges and agrees that any claim, complaint, or dispute (including not limited to dissatisfaction, non-fulfilment, losses, or damages) relating to Third Party products or services shall be raised directly with the relevant Third Party, and XOX shall have no obligation to intervene, resolve, or compensate in respect of such matters.
38.2. XOX’s role in such Promotion(s) does not constitute an agency, partnership, joint venture, or endorsement of any Third Party.
Data Sharing Consent
38.3. By opting into or participating in any Third Party Offers and/or Promotions, the Subscriber expressly acknowledges and consents to the collection, use, disclosure, and processing of the Subscriber’s Personal Data by XOX with the relevant Third Party and, where applicable, its authorised agents strictly for the purposes connected with the Promotion and the Subscriber’s Account.
38.4. Such Personal Data shall be limited to the Subscriber’s name, identification number, mobile number(s), and subscription or account status, and may be disclosed for the purposes of:
a. Eligibility verification and participation in the Promotion;
b. Offer fulfilment, administration, and management of the Promotion;
c. Campaign performance monitoring, tracking, reporting, and audit purposes; and
d. Credit assessment and credit reporting, including disclosure to CTOS or any other licensed credit reporting agencies for:
i. Conducting credit checks and trade reference assessments and evaluation of the Subscriber’s creditworthiness in relation to the Plan;
ii. Updating and maintaining credit information relating to the Subscriber’s Account;
iii. Reporting any payment defaults, suspected fraud, or breaches of these Terms and Conditions, which may result in the Subscriber’s Account being recorded or flagged with such credit reporting agencies.
38.5. The Subscriber acknowledges that such processing and disclosure of personal data is necessary for the performance of the Agreement and shall be carried out in accordance with XOX’s Privacy Notice and the Personal Data Protection Act 2010 (As Amended).
38.6. The Subscriber acknowledges that refusal or withdrawal of such consent may render the Subscriber ineligible for the Promotion or result in the inability of XOX to provide or continue the relevant Service.
Cancellation or Withdrawal
38.7. XOX reserves the right to vary, cancel, suspend, or withdraw any Promotion at any time, for any reason, without prior notice and without liability to you. This includes Promotions facilitated by Third Parties.
Non-Exchangeable & Non-Transferable
38.8. All Promotions are non-transferable and non-exchangeable for cash, credit, or other items, unless expressly stated in the specific Promotion terms and conditions.
39. LIMITATION OF LIABILITY AND INDEMNITY
39.1. XOX shall not be liable for any indirect, consequential or special loss suffered by the Subscriber arising from:
a. Use or inability to use the Services;
b. Unauthorised access to Subscriber’s devices or Data;
c. Speed reduction, throttling, restriction, suspension or termination of Services under the FUP or network management practices;
d. Subscriber Instructions under the Auto Debit Service that are inaccurate, unauthorized, or incomplete.
39.2. Subscriber shall indemnify and hold harmless XOX from and against all claims, losses, damages, liabilities, costs and expenses arising out of or in connection with: (a) misuse of the Services; (b) breach of these Terms & Conditions or the Fair Usage Policy; or (c) any representation or act by the Subscriber that causes loss or damage to XOX.
40. MONITORING
40.1. XOX may conduct investigations into Abnormal/Excessive Usage or suspected Prohibited Use and where required, Subscriber shall provide satisfactory clarification or supporting information. Failure to do so shall entitle XOX to take such action as it deems appropriate.
41. DATA PRIVACY
41.1. The Subscriber’s Personal Data shall be processed in accordance with XOX’s Privacy Notice, as made available on XOX’s website. By using the Service, the Subscriber consents to such processing.
42. AMENDMENTS
42.1. XOX reserves the right to change, amend, modify, suspend, continue, delete and/or add all or any Terms and Conditions at any time by giving prior notice through its website, or Customer Service channels. The Terms and Conditions stated herein shall continue to apply subject to any changes, amendments, modifications, suspensions, continuations, variations, modifications, terminations and/or additions contained in this document and shall be read and construed to be enforceable as if such changes, amendments, modifications, suspensions, continuations, variations, modifications, terminations and/or additions were inserted in the document. Continued use of the Service following any amendment or changes to these Terms and Conditions constitutes an acceptance to those changes.
43. FORCE MAJEURE
43.1. Force Majeure Events as defined in the Postpaid Plan (General) Terms and Conditions apply.
44. OTHER TERMS & CONDITIONS
44.1. The above Terms and Conditions will be governed by the laws of Malaysia and all parties agree to submit to the exclusive jurisdiction of Malaysian courts.
44.2. XOX is entitled to make any alternation or changes to the Services in whole or any part thereof, or withdraw or suspend, disconnect, or terminate the Service and will not be liable to the Subscriber or any third party for any loss.
44.3. XOX may at its sole discretion and with prior notice, vary the amount of Deposit, fees and any Charges for the Services or part thereof and to change the Billing Cycle.
44.4. Where the Terms and Conditions are translated into a language other than the English Language, in the event of any inconsistencies, conflicts or discrepancies between the terms and conditions set out in the English Language version and that of the other language(s), the English Language version shall prevail.
44.5. XOX reserves the right to assign, transfer, or otherwise novate its rights and obligations under these Terms and Conditions to any entity within the XOX Group of Companies, without the prior consent of the Subscriber. Such change shall not affect the Subscriber’s rights or obligations under these Terms and Conditions. Subscribers continued use of the Service after such notice is served shall be deemed as consent to the change and Subscribers thereby agree to be bound as instructed in such or any further notice.
44.6. XOX shall not be liable for any cost, lost or damage (whether direct or indirect), loss of profits or any consequential loss as a result of the Subscriber’s use of the Service.
44.7. Any specific Service(s) Subscribers use is subject to these Terms and Conditions as amended and/or supplemented by the applicable Postpaid (General) Terms & Conditions (which these Terms and Conditions prevails at all times).
Last Updated on 10th July 2026
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