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, make outgoing and incoming calls or 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.

Bar, Barred – refers to the status of Subscribers’ Account, where the Subscriber will not be able to make outgoing calls, send SMS, or use data or any other available services available for its Subscribers. However, they can still receive incoming calls and SMS.

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, data, and SMS, 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 amount of money allowed for Subscriber to spend first and the spending will be included in the bill statement.

Data Quota – refers to the monthly Service entitlement under the Subscriber’s Postpaid Plan (see XOX Postpaid Plans below).

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 personal voice, text and mobile 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.

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 Plan and YELLOW Plan), or bundled with a device or other products or services, includes 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 meanings given in Postpaid (General) T&C.

 

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 Terms and Conditions (“Plan 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 (“Plan Terms and Conditions”) are to be read together with the Postpaid Plan (General) Terms and Conditions, Data Buffet Plans 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 Plan Terms and Conditions and the Postpaid Plan (General) Terms and Conditions, these Plan 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 governing the Plan 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 Plan 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 breaches these Terms or the General Terms;

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 (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.

3.8.    Force Majeure Events as defined in the Postpaid Plan (General) apply.

 

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.        must 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 each Plan.

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 only as permitted under 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 Plan 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 Plan 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 any remaining device 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 the Postpaid Plan Terms & Conditions or applicable laws.

 

9.        DEVICE & HARDWARE (IF APPLICABLE)

9.1.    Not all Postpaid Plans include a bundled Device.

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. At the point of registration of the Plan, the Subscriber may pay XOX a sum as Advance Payment equivalent to one (1) month of the applicable Plan subscribed. The Subscriber further agrees that no interest shall be paid by XOX for the Advance Payment made and the Advance Payment made shall be used to contra with the first month 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 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, 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 a Port Out from Postpaid Plan, all unused monies, credit, data, Talk Time, SMS, free items, loyalty points, and other XOX value added service shall be forfeited. 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 of Mobile Internet data (“Data Quota”), Talk Time in minutes (“Voice Quota”), and SMS (“SMS Quota”), which shall be collectively stored in the Subscriber’s Counter, which 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 or 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. B33 Subscribers shall be entitled to 100GB of data plus a promotional 30GB, which may be withdrawn or varied at XOX’s discretion.

14.3. Unlimited Internet allocation is subject to XOX’s Fair Usage Policy (FUP). The FUP for the respective plans are as stated below:

 

 

14.4. For more information on “High Speed Data” or “Unlimited Data” please see dedicated clause below.

14.5. 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.

14.6. 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 based on the basis of Pay-per-use (PPU) 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.

16.4. Subscribers will not be able to use the SMS service if their account is Barred and Blocked. Service shall resume only upon settlement of outstanding charges.

 

17.      CARRYING FORWARD

17.1. Active Subscribers may carry forward unused Data Quota, Talk Time, and SMS Quota to the subsequent billing cycle, subject to:

a.        the maximum data balance to be carried forward is 100GB.

b.        UNLIMITED Talk Time in minutes 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 Quota is not a permanent feature as it only be available for a limited period only. 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 Quota (“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, Talk Time, and SMS purchased from promos will be automatically stored in the Subscriber’s Counter and Subscribers may use the data, 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 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.

 

 

 21.     ACCOUNT STATUS POLICY

Account 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 will last for a 60-day period from the date of activation. An Active status allows the Subscriber full use of all services (including data, and making outgoing and incoming calls or SMS).

Account Barred

21.3. On the 61^st day following non-payment of bill’s due date, the Subscriber’s account shall be placed in Barred status. While in this status, the Subscriber will not be able to make outgoing calls, send SMS, or use data or any other available services available for its Subscribers. However, they can still receive incoming calls and SMS.

21.4. Once the account is Barred:

a.        The account will remain in Barred status until the total outstanding balance reaches RM300 or is settled in full;

b.        The Subscriber’s monthly plan commitment (subject to SST) will continue to be charged;

c.        A one-time late payment fee of RM10 (subject to SST) will be imposed; and

d.        The account can be reactivated immediately by settling all outstanding bills in full.

 

Account Blocked

21.5. Once the total outstanding balance reaches RM300 or more, the account shall be placed under Blocked status. All Services, including incoming and outgoing calls, data, and SMS, will be suspended, except for receiving incoming automated SMS from XOX.

21.6. For Postpaid Plans with a Commitment Period, once the total outstanding balance reaches RM300.00 or more, the Account shall be placed under ‘Blocked’ status. All Services, including incoming and outgoing calls, data, and SMS—shall be immediately suspended, with the exception of receiving automated SMS from XOX. Notwithstanding such suspension, the monthly commitment charges shall remain due and payable for the remainder of the contractual period, and such suspension shall not extend or interrupt the original Commitment Period.

21.7. Once the account is Blocked:

a.        A further one-time penalty fee of RM10 (subject to SST) will be imposed;

b.        The Subscriber’s outstanding debt shall be registered with a credit reporting agency;

c.        The Blocked status will last for a maximum period of six (6) months; and

d.        The account can be reactivated immediately by settling all outstanding bills in full.

 

21.8. For removal of the Subscriber’s record from the credit reporting agency, please see Credit Reporting clause below.

Account Terminated

21.9. If no full payment is made during the six (6) month Blocked period, the account shall Terminated and permanently purged (deleted) from XOX’s system.

21.10.     Once the account is Terminated:

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 credit, monetary balance, data, Talk Time, SMS and/or other services or benefits associated with the account shall be irrevocably forfeited.

 

Resubscription Upon Termination

21.11.     A Subscriber whose account has been Terminated may resubscribe to XOX under any new XOX plan.

21.12.     Notwithstanding paragraph 15.10 above, the Subscriber shall not be permitted to register for a new plan if their NRIC is:

a.        Blacklisted under XOX’s system due to an outstanding account balance; or

b.        Suspended under XOX’s system due to fraudulent activities or any other serious breach of these Terms & Conditions.

 

21.13.     For information regarding any outstanding balance or details of the previous account, the Subscriber may contact XOX Recovery at debtcollection@xox.com.my. The Recovery team will provide the necessary information and settlement options.

21.14.     Upon full settlement of the outstanding balance and removal from the blacklist or suspension, the Subscriber may proceed to apply for a new plan.

21.15.     XOX reserves the right to reject any new plan application if:

a.        The total outstanding balance 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.

 

21.16.     All processing of Subscriber information, including NRIC details and blacklist status, will be carried out in compliance with the Personal Data Protection Act 2010 (as amended) and, where applicable, the Credit Reporting Agencies Act 2010.

 

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 to 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 Postpaid upgrade.

22.4. Once an 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 for fully utilising their prepaid 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, 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 Quota, credit, prepaid validity and loyalty points 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 Postpaid Terms and Conditions.

 

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 B33 Plan, but B33 Plan Subscribers are allowed to change to other Postpaid Plans.

23.3. YELLOW Plan Subscribers are not allowed to switch to 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.

23.4. All Postpaid Subscribers are not allowed to change plan to YELLOW Plans (ETS38, Y38, Y48).

23.5. New Subscribers may only request for a change of Postpaid Plan after completion of the first Billing Cycle.

23.6. 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.  

23.7. Non-Malaysian Postpaid Subscribers shall be subject to additional Deposit equivalent to the sum of two (2) months of the monthly fee of the selected Postpaid Plan.

23.8. Where a Non-Malaysian Subscriber upgrades their Postpaid plan any shortfall between the new required Deposit and the existing Deposit must be paid.

23.9. Where a Non-Malaysian Subscriber downgrades their Postpaid Plan, the initial Deposit paid will remain with no refund will be issued at the time of change of Postpaid Plan. Refunds (if any) shall only be processed upon termination.

23.10.     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.

 

23.11.     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: -

 

23.12.     Subscribers may change their Postpaid Plan once per billing cycle only. Requests beyond this limit shall be rejected.

23.13.     Any outstanding or overdue amounts must be settled before the change takes effect.

23.14.     The selected Plan will take effect on the same day the request is successfully processed.

23.15.     Confirmation of the Plan change shall be communicated via SMS and/or email notification.

23.16.     All existing unused Data Quota, Talk Time and SMS Quota will be carried forward to the new Plan.

23.17.     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 are not allowed to change from Postpaid Plan to prepaid plans under the same MSISDN. A Subscriber who wishes to use a prepaid plan must register a new prepaid account with a new MSISDN.

 

25.     FORFEITURE

25.1. The Subscriber expressly acknowledges and agrees that, as a condition of any upgrade, downgrade, or change of Plan, any unutilised Quota, benefit, or entitlement under the existing 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 Quota shall be allocated on a monthly basis and reset at the start of each Billing Cycle.

 

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.

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 bar, suspend, or restrict 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 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 XOX reserves the right, without prejudice to withhold or forfeit the balance amounts (if any) or rewards or bonus points from the Subscriber’s Account or to bar, suspend, restrict, disconnect, impose reconnection fee and/or terminate Postpaid Services(s).

28.3. The Subscriber authorizes 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. 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.

28.5. 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.

28.6. 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. The Subscriber remains liable for such Charges as a condition of subscription to the Services.  Subscribers must make timely payment to maintain the Postpaid Account Active. Failure to do so may result in the account being barred or terminated. For the avoidance of doubt, Suspension is a temporary restriction of Services and does not affect the Subscriber’s obligation to pay Charges or the continuity of any contract or Commitment period, unless expressly stated otherwise. Termination is a permanent cessation of Services.

28.7. Notwithstanding any suspension, barring, or 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 under the Subscriber’s account, or (ii) the accumulated charges reaching a maximum of Ringgit Malaysia Three Hundred (RM300). The Subscriber remains liable for such Charges as a condition of subscription to the Services.

28.8. Any advance or excess payment made shall be carried forward and reflected in the Subscriber’s next billing statement.

28.9. All Charges are subject to service tax under the Service Tax Act 2018 (SST) or any other applicable taxes, which shall be added to the Subscriber’s bill at the prevailing rate.

28.10.     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. XOX may terminate the Auto-Debit Service at any time with seven (7) days’ prior notice, or immediately if the Card is cancelled, invalid, or suspended by the Card Issuer.

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; and/or

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 authorized 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.

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 Company to be the authorized 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 authorized 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 authorization form.

29.11.     The Subscribers 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 authorizes XOX to:

a.        verifies the information supplied overleaf with the Card Issuer or any third party as may be necessary; and/or

b.        forwards 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 Services; 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 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;

c.        the transaction contravenes applicable laws, regulations, or card network rules

 

Limitation of Liability

29.14.     Except in cases of gross negligence, willful 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 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 services, 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 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 Active. MSISDNs that are Barred or Blocked 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 mad.

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.     TERMINATION AND REFUND

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 unused credit, data, Talk Time, SMS, loyalty points and any promotional entitlements, shall be automatically expire and shall not be carried forward or refunded. Such benefits are promotional in nature and form part of the service bundle provided on a monthly cycle, and are therefore deemed fully utilized upon termination of the subscription, whether or not the Subscriber has used them.

32.3. The Subscriber may clear the payment settlement by utilizing their overpaid balance in the billing system. Any balance remaining after settlement may be refunded upon request by the Subscriber through XOX Customer Service.

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 within thirty (30) days from termination date, subject to deduction of outstanding charges. 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. 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 charges under any of the 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, Talk Time, SMS, loyalty points, 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.     XOX may terminate or cease availability of the Postpaid Plan or the Services where XOX reasonably determines that any of the following circumstances apply:

a.                    Non-Payment: If the subscriber fails to make timely payments of any amount due, we may suspend the Postpaid Plan until payment is settled. If payment is not made within such the period specified in the written notice, we may terminate the Postpaid Plan.

b.                    Violation of Terms: XOX may terminate the contract 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 force majeure that disrupts service or the availability of the service, XOX may suspend the Postpaid Plan until 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.

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 payments up to the termination date of the Postpaid Plan.

32.12.     Upon termination or expiry of the Services for whatever reason:

a.        all outstanding charges, Early Termination Charges, Device balances, and applicable taxes shall become immediately due and payable;

b.        XOX may disconnect the Services and bar or block the Subscriber’s number and/or Device;

c.        any remaining benefits under the Plan shall immediately cease without compensation or refund.

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 the Postpaid Plan Terms & Conditions.

  

33.        CREDIT REPORTING

Reporting to Credit Reporting Agency

33.1.    XOX reserves the right to report any payment defaults, overdue charges, or outstanding sums owing under the Subscriber’s Account to licensed credit reporting agencies in compliance with the Credit Reporting Agencies Act 2010 and the Personal Data Protection Act 2010 (including all its amendments), without referring to the Subscriber.

33.2.    Such reporting may affect the Subscriber’s credit standing and eligibility for future financial products or services.

33.3.    Reporting to licensed credit reporting agencies shall not release or discharge the Subscriber from any liability to settle the outstanding sums due to XOX.

 

Removal and Withdrawal from Credit Reporting Agency

33.4.    To request removal of their record from a credit reporting agency, the Subscriber must submit an appeal to XOX Recovery at debtcollection@xox.com.my together with valid proof of full settlement of all outstanding payments.

33.5.    XOX will review and respond to the appeal within three (3) working days.

33.6.    If the appeal is approved and subject always to the relevant credit reporting agency,

33.6.1.      XOX will facilitate the removal request (“Delisting”) of the Subscriber’s NRIC from the relevant credit reporting agency;

33.6.2.      The Subscriber will be notified by email once confirmation of removal has been received; and

33.6.3.      Upon completion of Delisting, the Subscriber’s trade reference will be updated and the blacklist record will no longer appear in CTOS.

33.7.    Once the Delisting is completed, the Subscriber’s trade reference will be updated accordingly, and the blacklist record shall no longer appear in the relevant credit reporting agency.

33.8.    The Subscriber acknowledges that updates to the records of external 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 removal request.

 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 Specific Terms & Conditions and is incorporated by reference, is 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”. Such data usage 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 the Plan’s 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 this 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, the Postpaid Plan 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 with 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 the Postpaid Plan 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 Promotion, 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 Data Systems Sdn Bhd (Company No.: 199001009139 (209029-W)) (“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.

 

 

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.                    Unauthorized access to Subscriber 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 may give rise to XOX to take any appropriate action.

 

41.        DATA PRIVACY

41.1.    The Subscriber’s Personal Data shall be processed in accordance with XOX’s Privacy Notice, 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, terminate & 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 the terms 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 the 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 our discretion 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 XOX Group, without the prior consent of the Subscriber. Such assignment shall not affect the Subscriber’s rights or obligations under this agreement. Subscribers continued usage, after such notice on you will be deemed as consent to continue with the Service after such novation and Subscribers agree to be bound as instructed in such or any further notice. 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.

44.6. Any specific Service(s) you use is subject to this Terms and Conditions as amended and/or supplemented by the applicable Postpaid Specific Terms & Conditions (which prevails over this Terms and Conditions).

44.7. XOX reserves the right to assign, transfer, or otherwise novate its rights and obligations under these Terms and Conditions to any entity within XOX Group, without the prior consent of the Subscriber. Such assignment shall not affect the Subscriber’s rights or obligations under this agreement.

 

 

Last Updated on 24^th February 2026