XOX Refund Policy - Terms & Conditions

1.          General

1.1.      This Refund Policy is supplementary to and forms an integral part of the main XOX Terms and Conditions covering XOX BLACK Plan (General) & BLACK Plan (Specific) Terms & Conditions, ONEXOX Prepaid, 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 these Terms and Conditions (“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 Terms and Conditions.

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 Prepaid and Postpaid plans (including but not limited to BLACK, Onefam, Siswa, Wifi Premium)

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 these Terms.

3.          Refund Amounts & Processing Fee

3.1.      For overpayment amounts, only an overpayment of RM30 and above are refundable directly to a bank account. 

3.2.      An administrative charge of RM30.00 will be deducted from the available credit before the balance is remitted as unclaimed money. This is applicable when your service is terminated or your account is deactivated, for any reason.

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

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

(a)      failed activations; or

(b)     credit refunds balance refunds upon service termination.

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

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

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 sixty (60) calendar days period will be deemed invalid.

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, Talk Time, SMS and data.

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

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

(b)     Existing prepaid balance in XOX Storage 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 eligible balances 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 (e.g. but not limited to eKYC failure, or incomplete documentation), a RM10 SIM pack fee will be deducted from any 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 any 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 Deposits

8.1.      Deposits from foreign subscribers are fully refundable upon legitimate account termination, subject to deductions of any outstanding balances applicable fees due to XOX.

8.2.      Refunds for foreign subscribers are strictly limited to Malaysian bank accounts only.

9.          Processing Time

9.1.      All verified and approved refunds to Malaysian bank accounts will be processed within fourteen (14) working days from the date of refund approval by XOX. The approval time itself can vary depending on the complexity of the case and the completeness of the documents provided. For avoidance of doubt, "working days" typically refers to Monday through Friday, excluding public holidays, and Saturdays and Sundays.

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 these Terms and Conditions, XOX BLACK Plan (General) & BLACK Plan (Specific) Terms & Conditions, ONEXOX Prepaid or any of XOX’s policies; (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.

Version 14^th July 2025