XOX Refund Policy

1.         General

1.1.   This Refund Policy (“Policy”) is supplementary to and forms an integral part of the main XOX Terms and Conditions (“main Terms and Conditions”) covering Postpaid (General), & Postpaid (Specific), ONE-X Prepaid, ONEFAMILY Plan, MYSISWA and XOX WiFi Terms and Conditions, XOX's Fair Usage Policy, and any other applicable XOX policies governing the Subscriber’s use of the services.

1.2.   In the event of any inconsistency between this Policy and the main Terms and Conditions, this Policy shall prevail for matters specifically pertaining to refunds.

1.3.   XOX shall be entitled at any time and from time to time, to modify, amend, or change the terms of this Policy (“Variation”) in whole or in part, as it deems appropriate and at its sole and absolute discretion. In such instance, wherever possible, XOX shall notify you of such Variations (including the effective date for the same) via an announcement and your continued use of the services after the effective date of such Variation shall be bound by such modified Policy.

1.4.   This Policy shall be governed by and construed in accordance with the laws of Malaysia. Any disputes arising under or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts of Malaysia.

1.5.   In the event of any inconsistency or conflict between the English version of this Policy and any translation into other languages, the English version shall prevail.
 

2.         Eligibility for Refund

2.1.   Refunds are available to current and former XOX registered subscribers (“subscribers” or “you” or “your”) of XOX’s mobile plans, including but not limited to Postpaid, ONE-X Prepaid, ONEFAMILY, MYSISWA and XOX WiFi plans.

2.2.   Refunds are available specifically to:-

(a)    Overpayments made to XOX that result in a credit balance on your account;

(b)    Deposits held by XOX for, including but not limited to, specific plan requirement or foreign subscribers;

(c)     Monies from failed activations of new subscriptions where the service could not be provisioned; or

(d)    Balance refunds upon legitimate service termination, subject to the terms of this Policy.

2.3.   For the avoidance of doubt, all prepaid reloads, airtime, top-ups, data purchases, talk time, SMS, validity extensions, and digital purchases are strictly non-refundable once successfully credited into the subscriber account.

 

3.         Refund Amounts & Processing Fee

3.1.   For overpayment amounts, only an overpayment of RM30 and above are refundable directly to a bank account.  An administrative charge of RM30.00 will be deducted from the available credit before the balance can be remitted to you. This is applicable when your service is terminated or your account is deactivated, for any reason.

3.2.   Subscriber deposits are fully refundable upon legitimate account termination or expiry of the contractual period (if applicable, subject to and after deduction of any outstanding balance, early termination charges, or applicable charges due to XOX.)

3.3.   A RM10 processing fee applies to refunds made to designated Malaysian bank accounts for:-

(a)    failed activations; or

(b)    credit balance refunds upon service termination.

3.4.   No processing fee will apply if the refund amount is transferred to an active XOX account under the same NRIC.

3.5.   For erroneous payment, such as, wrong payment/amount for BLACK plans or payments made to XOX in error by non-XOX subscribers, RM10 or 2% of the refund amount (whichever is higher) will be charged instead.

3.6.   XOX reserves the right to offset any refundable amount against any outstanding balances, charges, penalties, fees, or amounts due under any XOX account registered under the same owner before processing the refund.

 

4.         Validity Period

4.1.   Refund requests must be submitted to XOX within sixty (60) calendar days from the transaction date (e.g., date of overpayment, failed activation) or service termination date.

4.2.   Requests submitted beyond the sixty (60) calendar days period shall be deemed invalid.

4.3.   All refund requests must be submitted by the actual registered subscriber via email to enquiries@xox.com.my together with any supporting documents and information required by XOX for verification purposes.

4.4.   XOX reserves the right to request any additional information deemed necessary for verification purposes, including but not limited to proof of payment, identification documents and/or bank account verification, before processing any refund request.

 

5.         Prepaid to Postpaid Conversions

5.1.   Any remaining prepaid balance in the credit account is not refundable or transferable upon conversion from a Prepaid plan to a Postpaid plan. For the avoidance of doubt, “prepaid balance” includes unused airtime, data, talk time and SMS.

5.2.   Subscribers who wish to change to postpaid plans or sharing plans must acknowledge and accept the following:

(a)    Any prepaid credit balance (airtime) will not be carried forward to the new plan.

(b)    Existing prepaid balance (data, talk time and SMS) will also not be carried forward to the new plan.

(c)     Prepaid Validity will not be carried forward to the new plan.

(d)    Any remaining prepaid balance and/or airtime will not be carried forward to the new plan as Advance Payment.

5.3.   Subscribers are responsible for fully utilising/transferring any remaining balance before plan conversion.

 

6.         Reconnection Fee

6.1.   A flat fee of RM20 applies to any request for line reinstatement or reconnection of a suspended or terminated service.

6.2.   This fee is non-refundable irrespective of service outcome.

 

7.         SIM Pack Fee for Non-Registration or Port-In Failure

7.1.   If a subscriber purchases a Prepaid or Postpaid SIM pack but does not proceed with successful registration (including but not limited to eKYC failure, or incomplete documentation), a RM10 SIM pack fee will be deducted from the eligible refund amount.

7.2.   In the event of a port-in failure (e.g. but not limited to eKYC failure, Port-in failure, incomplete documentation, or order cancellation), a RM10 SIM pack fee will also be deducted from the eligible refund amount.

7.3.   In both scenarios above, a RM10 processing fee will be applied if the refund is made to a Malaysian bank account. No processing fee is charged if the refund is transferred to an active XOX account under the same NRIC.

 

8.         Foreign Subscriber

8.1.   Refunds for foreign subscribers are subject to this same Policy, which includes verification, account ownership validation, and deduction of any outstanding balances, penalties, fees, or other applicable charges due to XOX, before any refund is issued.

8.2.   Any applicable overseas bank charges, intermediary bank charges, currency conversion fees, or deductions that may be imposed by financial institutions shall be borne solely by you, subject to the relevant banking and financial institution requirements.

 

9.         Processing Time

9.1.   Approved refunds are generally processed within fourteen (14) working days from the date of refund approval, subject to verification, banking processes, system availability, and completeness of the required documents. For the avoidance of doubt, “working days” refer to Mondays to Fridays in the state of Selangor Darul Ehsan, Malaysia, excluding public holidays, Saturdays, and Sundays.

9.2.   Any and all refunds, including those for foreign subscribers, shall only be processed and made to the bank account belonging to and registered under the name of the same XOX account owner. XOX will not entertain requests for refunds to any third-party bank accounts.

9.3.   XOX reserves the right to determine the appropriate refund method, including but not limited to bank transfer, credit adjustment, transfer to another eligible XOX account registered under the same owner, or offset against any outstanding amounts due to XOX.

9.4.   Where a refund transaction fails due to incorrect bank details, closed accounts, name mismatch, overseas bank rejection, or any reasons beyond XOX’s control, the subscriber shall be required to bear any applicable bank charges, administrative charges, or overseas transfer charges that may be imposed by the relevant financial institution.

9.5. Refunds may be processed through such refund methods as determined by XOX from time to time, including but not limited to the following:

(a) GIRO transfer to Malaysian bank accounts; or

(b) Telegraphic Transfer (TT) to eligible overseas bank accounts; or

(c) Refund to the original payment method used for the purchase, subject to eligibility and XOX’s prior approval.

 

10.     Non-Receipt of Refund

10.1.         If you have not received your approved refund after fourteen (14) working days from the date of approval, please contact XOX Customer Service at (i) Call Centre: 1300 888 010 or email: enquiries@xox.com.my.

 

11.     Fraud Prevention and Account Suspension/Termination

11.1.         XOX reserves the absolute right to immediately suspend or terminate any subscriber account without prior notification if it reasonably suspects (i) fraudulent activity related to the account, payments, or refund requests; (ii) violation of this Policy, XOX BLACK Plan (General) & BLACK Plan (Specific) Terms & Conditions, ONEXOX Prepaid or any of XOX’s terms and conditions, policies and rules; (iii) use of the services in an abusive, illegal or harmful behaviour; (iv) non-payment or overdue bills; or (v) involvement in any activity that may be illegal or in violation of applicable laws or regulations to facilitate investigations by XOX or relevant authorities.

11.2.         Accounts suspected of any of the above behaviour or reason may be suspended for an initial investigation period of sixty (60) to ninety (90) working days. Should a further extension of this investigation period be required, XOX will notify the affected account holder. Any refunds related to accounts under investigation or terminated due to such breaches may be withheld, forfeited, or processed only after the investigation is concluded and any damages, losses, or penalties incurred by XOX are recovered.

11.3.         XOX reserves the right to withhold, suspend, reject, or delay any refund request (in whole or in part) pending XOX’s review, which may be conducted for purposes such as (but not limited to) fraud investigation, chargeback verification, regulatory requirements, law enforcement requests, and/or verification of payment ownership.

11.4.         Any refunds relating to accounts under review or terminated due to breach or non-compliance may be withheld, suspended or delayed for the duration of the review. Such refund shall either be forfeited (in whole or in part) and/or processed only after the review is concluded, and any losses, damages, penalties, or outstanding amounts due to XOX are fully recovered.

 

12.     Limitation of Liability

12.1.         To the fullest extent permitted by applicable law, in no event will XOX be liable for any indirect, incidental, consequential, special, punitive, or economic losses (including legal fees and costs) arising out of or in connection with any delay, rejection, suspension, withholding, or failure in processing any refund request. In the event XOX is found liable for any direct losses, XOX’s total aggregate liability shall be strictly limited to the actual amount of the refund request in dispute.

12.2.         XOX’s records and decisions relating to refund eligibility, payment status, account ownership, outstanding balances, and refund processing shall be final and conclusive save in the case of manifest error.

  

 

Last updated 25^th May 2026