ONEFAMILY PLAN TERMS & CONDITIONS

GENERAL

1.       These terms and conditions (“Terms and Conditions”) contain important information that governs the Subscriber’s use of the ONEfamily Plan (“Plan”) and data usage and data speed to the Internet (“Service”). Upon subscription to the ONEfamily Plan, you, the Subscriber, is deemed to have read, unconditionally accepted, and be bound by these Terms and Conditions as may be amended from time to time. The Subscriber further acknowledges and accepts the sole responsibility to ensure that any and all persons the Subscriber allows for the use of the Plan and/or Service complies with the Terms and Conditions herein.

2.       The ONEfamily Plan and Service are subject to the General and Specific Terms and Conditions governing the use of XOX Mobile Sdn Bhd (“XOX”) Services and Products, XOX Fair Usage Policy, and any other applicable terms and conditions, all at ONEXOX’s official website at XOX Terms and Condition.

3.       XOX reserves the rights without liability to revise these Terms and Conditions, Plan and our pricing. Where reasonably practicable, XOX will provide the Subscriber reasonable prior notice of such changes. Once such changes have been made, all previous versions of XOX Subscriber guides or leaflets shall be superseded. The Subscriber accepts the responsibility to regularly review information on the Plan and Services and XOX website, including changes to these Terms and Conditions. The Subscriber’s continued use of the Plan and/or Service after the effective date of any revisions/changes to the Terms and Conditions, shall constitute unconditional acceptance of such revisions/changes and therefore the Subscriber shall be bound by the same. If the Subscriber do not accept such revisions/changes, the Subscriber may terminate and/or discontinue using the Plan and/or Service, failing which the Subscriber shall be assumed to have accepted the changes.

 

ONEFAMILY PLAN

4.       The Plan is launched on 27^th July 2023 and shall continue to be available for subscription until further notice, subject to the General Eligibility as set out below.

5.       Starting from 2^nd November 2023, we have upgraded the data quota for the Principal Line under ONEfamily Plan to unlimited for all new activations and existing subscribers.

6.       The Services under the Plan are subject to the following:

 

*The validity of the data add-ons will follow the existing data cycle.

 

7.       The Plan comprises of the Principal Line Subscriber (Main Account) and up to nine (9) Supplementary Lines.

8.       The Plan commences on the date of successful activation of the ONEfamily Principal Line under the ONEfamily Plan (“Activation”).

9.       The speed will throttle to 512kbps when data quota (FUP) has been fully utilized. Subscribers may purchase data add-on or continue to surf the Internet at 512Kbps. 

10.   The unlimited Talk Time and allocated SMS under the ONEfamily Plan applies to:

(a)    All networks (i.e., within Malaysian networks) and for domestic usages only; excluding video calls, calls to numbers with special charges or calls to toll-free numbers (i.e., 1-300/1-800/600, 121, TM100, 1MOCC, IDD calls to Singapore & IDD/border calls to Brunei);

(b)    Standard person-to-person calls or texts and not for any commercial and/or non-personal usage. For the avoidance of doubt, non-standard usage of calls or texts include, but are not limited to, multiple simultaneous calling, conference calling, re-supply, call centre usage, telemarketing, bulk messaging, application-to-person communication, continuously call forwarding, auto-dialling, machine-to-machine communication (including using your SIM card in any other devices), Cellular Trunking Units (CTUs), or any other activity XOX considered to be non-standard usage.

11.   For data allocated under the ONEfamily Plan, the Subscriber(s) acknowledge and agree that:

(a)    If the combined mobile data usage of Subscibers’ ONEfamily Plan Principal Line and ONEfamily Plan Supplementary Line(s) exceeds the Total Data Pool quota, XOX may at its absolute discretion limit the browsing speed and the quality of video streaming; and

(b)    The Plan is solely for personal and non-commercial purposes only, and the Plan shall not be used for any form of commercial gain.

12.   XOX reserves the rights to alter, modify, change, suspend the Plan or any part thereof with or without prior notice to the Subscriber. XOX shall at all times be indemnified of any and all liability for any loss or inconvenience to the Subscriber resulting therefrom.

GENERAL ELIGIBILITY

13.   The Subscriber must be (i) at least eighteen (18) years of age; and (ii) a Malaysian citizen.

14.   The Plan is open to all new and existing ONEXOX’s Subscribers, subject to Clause 13 herein.

15.   ONEfamily Plan shall currently be available for new registration numbers and Mobile Number Portability (“MNP”). Change of Business Plan (“COBP”) for existing registered numbers is unavailable until further notice.

16.   The ONEfamily Plan and all the Services under this Plan must be in the same account under the Subscriber’s name as the principal account holder. If an individual subscribes to other service(s) that are not within the Plan, such service(s) will be separated from this ONEfamily account.

17.   XOX reserves the right at its sole discretion to include any other Subscribers whom XOX deems fit for the Plan.

 

REGISTRATION

18.   ONEfamily Plan is available for subscription starting at RM39 for the Principal Line and RM10 for every Supplementary Line added.

19.   Subscriber(s) may sign up for the ONEfamily Plan via the following platforms:

(a)    XOX & ONEXOX Official Dealers

(b)    XOX Online Store

(c)     Dealer Affiliate Online Store

 

20.   During the registration for ONEfamily Plan, the Principal Line is required to be registered first followed by the Supplementary Line(s).

21.   Each Subscriber shall be entitled to register up to a maximum of five (5) ONEfamily Plans using the same NRIC.

 

PRINCIPAL LINE (MAIN ACCOUNT)

22.   ONEfamily Plan consists of one (1) Principal Line (Main Account).

23.   The Principal Line must be registered first for the ONEfamily Plan before adding up to nine (9) Supplementary Lines.

24.   The Principal Line Subscriber bears responsibility for the management of all account(s) and status for the Supplementary Line(s) under the ONEfamily Plan, including port out and termination.

 

SUPPLEMENTARY LINE (ADDITIONAL LINE)

25.   ONEfamily Plan Subscribers may add up to nine (9) Supplementary Lines to the Plan.

26.   Subscribers may subscribe to the Supplementary Line(s) during or after the registration of the ONEfamily Plan.

 

27.   The Supplementary Line(s) can only be added to the ONEfamily Plan after registration via the following platforms:

 

(a)    ONEXOX & XOX Authorized Dealers

(b)    XOX Self Care Portal

(c)     BLACK App (Coming Soon)

 

28.   Upon the successful registration of the Supplementary Line(s), the Principal Line will receive a notification via SMS.

 

29.   The Supplementary Line Subscriber consents to the Principal Line Subscriber managing their account and status under the ONEfamily Plan, including port out and termination.

 

30.   The mobile data usage of the Supplementary Line(s) shall be drawn from the Total Data Pool with the Principal Line (Main Account).

31.   ONEfamily Plan Subscribers are allocated with unlimited Talk Time and 50 SMS per Line, of which are not eligible to be shared between any Lines.

32.   The Subscriber shall be charged RM10 for every Supplementary Line added. This cost is not inclusive of IDD Calls.

33.   Charges for the ONEfamily Supplementary Line(s) will be billed together with the ONEfamily Principal Line in a single billing account reference.

LINE MANAGEMENT

34.   Subscribers may manage their Principal Line and Supplementary Line(s) on the XOX Self Care and USSD.

35.   The Principal Line Subscriber may perform the following actions on the XOX Self Care:

 

(a)    Check Total Data Pool balance;

(b)    View account status for both the Principal Line and Supplementary Line(s);

(c)     Retrieve Group and Individual bill statements; and

(d)    Make payments.

 

36.   The Supplementary Line Subscriber may perform the following actions on the XOX Self Care:

(a)    Check Total Data Pool balance;

(b)    View account status for the Supplementary Line only;

(c)     Retrieve individual bill statements; and

(d)    Make payments.

37.   The Principal Line Subscriber and Supplementary Line Subscriber may perform following actions on the USSD:

(a)    Check Account balance;

(b)    Check Credit Limit; and

(c)     Pay bills using soft pin payment method.

 

SHARING & RECEIVING DATA, TALK TIME & SMS

38.   Subscribers under the Plan are not eligible to share and receive DATA, TALK TIME and SMS to and from any and all other XOX Subscribers.  

SEASON PASS & HAPPY HOUR

39.   Subscribers under the Plan are not eligible to purchase any Season Pass Packages or Happy Hour Promotions.

DATA ADD-ONS

40.   Both the Principal Line Subscriber and Supplementary Line Subscriber may purchase Data Add-Ons as follows:

 

              *The validity of the Data Add-Ons will follow the existing data cycle.

 

41.   The Data Add-Ons can be purchased via the following platforms:

(a)    ONEXOX & XOX Authorized Dealers

(b)    XOX Self Care Portal

(c)     BLACK App (Coming Soon)

42.   Any unused data remaining from the Data Add-Ons cannot be carried forward.

43.   XOX reserves the right to alter, modify, change, suspend and/or cease this Data Add-Ons service and to amend and modify these Terms and Conditions, including prices and denominations in which the Data Add-Ons may be purchased, without prior notice for any legitimate commercial, technical, or operational reason.

CHANGE OF BUSINESS PLAN / CHANGE OF PLAN

44.   Change of Business Plan (COBP) from ONEfamily Plan to any Prepaid Plans is not allowed.

45.   COP from ONEfamily Plan to ONEXOX BLACK Plans, MySISWA Plan, or FC Plans is not allowed.

46.   COBP from any of the existing Prepaid Plans to ONEfamily Plan is allowed. These changes can be done via XOX Self Care.

47.   COP from ONEXOX BLACK Plans, MySISWA Plan, or FC Plans to ONEfamily Plan is currently unavailable. (coming soon)

48.   COP from ONEfamily Plan to SISWA PLUS Plan and vice versa is not allowed.

49.   The Subscriber acknowledges and agrees that, in the event that COP occurs, all existing credit, data, talk time, SMS, ADX points, and/or any other value-added services shall be forfeited.

TRANSFER OWNERSHIP OF MSISDN/PHONE NUMBER

50.   Subscriber may transfer the ownership of their MSISDN/mobile number to another Subscriber.

51.   Subscriber must ensure the MSISDN/mobile number to be transferred ownership is Active. MSISDN/phone number that are Barred or Blocked must be topped up in order to perform the transfer of ownership.

52.   Subscriber whose MSISDN/mobile number is Terminated may not perform the ownership transfer.

 

53.   Subscriber is required to clear any outstanding and current bill charges prior to the date of ownership transfer request.

 

54.   In the event that the Supplementary Line Subscriber wish to perform the ownership transfer, the Principal Line Subscriber is required to submit the request for ownership transfer to enquiries@xox.com.my and/or XOX Authorized Stores on behalf of the Supplementary Line Subscriber.

BILLING CYCLE

55.   Data, Talk Time, and SMS shall be provided on a monthly basis upon the Subscriber’s monthly renewal cycle.

56.   Any remaining data in the Total Data Pool will not be carried forward to the next Billing Cycle. The Total Data Pool will be refreshed as per the Plan’s allocation set out in Clause 5, after every Billing Cycle.

57.   XOX may introduce other modes of billing from time to time by giving you prior notice.

58.   Subscriber must pay XOX on or before the date specified in the respective Bill (“Due Date”) without the need of any further notice. You may perform the payment via the following platforms:

(a)    XOX and ONEXOX Authorized Dealers

(b)    XOX BLACK App

(c)     XOX Self Care Portal

(d)    XOX Authorized Outlets

 

CREDIT LIMIT (CREDIT EXTENSION)

59.   Credit Limit (also known as Credit Extension) allows Subscribers the flexibility to purchase Add-Ons, mobile roaming and IDD services.

60.   The use of the Services including mobile roaming charges under the Subscriber’s account is subject to the Subscriber’s Credit Limit and the Subscriber is fully responsible to ensure the use of the Services and, if any, other usage charges do not exceed the Subscriber’s Credit Limit.

61.   XOX reserves the right at all times to reduce or increase the Subscriber’s Credit Limit, if XOX deems it necessary. XOX shall be entitled to bar, suspend the Services or any part thereof if the Subscriber exceeds the Credit Limit.

62.   XOX shall not be liable for any loss and/or damage caused by the bar, suspension of the Service(s) or any part thereof if the charges incurred for Subscriber’s usage exceeds the Credit Limit.

63.   The Plan and Services and, if any, other usage charges including any amount in excess of the Credit Limit, shall be paid promptly before resumption of any of the Service(s) at XOX’s absolute discretion.

64.   Credit Limit is available for all ONEfamily Plan Subscribers.

65.   Subscribers may use the Credit Limit to perform the following:

(a)    Use pay-per-use calls and SMS;

(b)    Purchase mobile roaming data (coming soon);

(c)     Purchase IDD calls; and

(d)    Purchase premium content.

66.   The amount of Credit Limit available for each Subscriber varies based on the length of the Subscriber’s subscription to the ONEfamily Plan and any other variables XOX deems necessary to take into account.

67.   The Subscriber may request to increase the Credit Limit, and any action or decision to grant or withheld such request shall always be at XOX’s sole discretion.

BILL PAYMENT

68.   The Subscriber agrees and undertakes to pay promptly all usage charges due and payable for all Services registered under the Subscriber’s account number irrespective of whether or not such services have been used or partly used or misused by any third party or an unauthorised person by the Subscriber. The Subscriber further agrees and undertakes that in the event of sums due and unpaid, XOX reserves the right to withhold or forfeit the balance amounts, if any, or rewards or bonus points from the Subscriber’s account or barred, suspend, restrict, disconnect, impose reconnection fee and/or terminate the Services(s).

69.   The Subscriber acknowledges that if any charges remain unpaid under the Subscriber’s account, XOX has the right to charge to the Subscriber’s credit card for such amount outstanding for any XOX Products or Services.

 

70.   The Subscriber can make payment for the Subscriber’s monthly bill via direct debit, credit card, online banking or E-Wallet for the Service(s). The Subscriber confirms that the Subscriber is the lawful and authorised holder of the Card or where the Card belongs to a third party, the Cardholder is a lawful and authorised holder of the Card. 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.

71.   Subscribers shall continue to be responsible for and to pay all charges during any period of suspension, interruption, or loss of the Service (“Suspension Period”) regardless of where Suspension was at the Subscriber’s request or caused by Subscriber’s default.

72.   Subscribers will need to make payment to maintain an Active account to prevent their account from being Barred.

73.   Subscribers may make additional payment that exceeds their Plan via direct debit, credit card or online banking and the additional payment will be carried forward and reflected in their next bill statement.

74.   Subscribers may retrieve and download the monthly bill statement from XOX Self Care.

75.   The email summary of the monthly bill statement will be emailed to the Principal Line Subscriber (Main Account) only.

76.   Both the Principal Line Subscriber and Supplementary Line Subscriber are eligible to make payment. Should the payment be completed by the Supplementary Line Subscriber, the payment receipt will be sent to both the payer and the Principal Line Subscriber.

 

77.   The bill is subject to six per cent (6%) service tax under the Service Tax Act 2018 (SST) or any other tax imposed by government, of which will be calculated into the monthly bill at the end of the Subscriber’s Billing Cycle. For the avoidance of doubt, any additional usage charges shall be subject to the same six per cent (6%) service tax.

 

78.   For any enquiries relating to bills and payments, Subscribers may contact enquiries@xox.com.my for further clarification.

PRORATE

79.   Pro-rating is applicable exclusively to the Principal Line Subscriber; Supplementary Line Subscribers are not eligible for pro-rate.

80.   Pro-rating is applicable solely for the first and last month bills.

81.   Pro-rating is not applicable in the event of early termination of the first month bill.

PORTING OUT (“PORT OUT”)

82.   In the event the Subscriber requests to Port Out, the Subscriber must perform one (1) of the following Port Out methods:

(a)    Group Port Out (Registration of the Principal Line & Supplementary Line Subscriber(s) was completed with the same NRIC); or

(b)    Individual Port Out (Registration of the Principal Line & Supplementary Line Subscriber(s) was completed with a different NRIC).

83.   Any outstanding amount under the ONEfamily Plan must be settled prior to Porting Out to ensure a successful Port Out.

84.   In the event of a Port Out from the ONEfamily Plan, all monies, credit, data, talk time, SMS free items, ADX points, and other XOX Value Added Service shall be forfeited without prior notice.

85.   XOX shall not be responsible and/or liable to you or any person claiming through you for the following:

(a)    For any period of outage during the Subscribers’ Service(s) or any related ancillary Service(s);

(b)    For any damage, loss, costs, or expenses or other liability in contract or tort or otherwise direct or indirect relation thereto; and/or

(c)     For any interruption and/or delay in approving and/or unsuccessful Port into XOX

 

86.   In order to Port Out from ONEfamily Plan, the Account should be Active.

GROUP PORT OUT

87.   In the event of a Group Port Out, all Subscribers of the ONEfamily Plan including the Principal Line Subscriber and the Supplementary Line Subscriber(s) will be Ported Out at the same time provided the Subscribers are all registered with the same NRIC.

 

INDIVIDUAL PORT OUT

88.   In the event of an Individual Port Out, the Subscribers of the ONEfamily Plan including the Principal Line Subscriber and the Supplementary Line Subscriber(s) are required to be Ported Out one by one as the Subscribers are registered with different NRIC.

89.   In the event only the Principal Line Subscriber opts to Port Out, but the rest of the Supplementary Lines wish to maintain the ONEfamily Plan, the Principal Line Subscriber is required to contact XOX Call Centre at enquiries@xox.com.my and/or XOX Authorized Outlets.

90.   In the event that the Supplementary Line Subscriber wish to Port Out, the Principal Line Subscriber is required to submit the request for Porting Out to enquiries@xox.com.my and/or XOX Authorized Outlets on behalf of the Supplementary Line Subscriber.

TERMINATION OF SERVICE

91.   Subscribers may terminate the subscription by contacting XOX’s careline or by completing the termination form and forwarding the form to XOX within SEVEN (7) working days before the Subscribers’ next Billing Cycle. The termination form may be sent to XOX via email (enquiries@xox.com.my) or at any authorized XOX Care Centres.

92.   The Principal Line Subscriber shall be entitled to remove the Supplementary Line(s) from the Plan without any penalty, subject to the Terms and Conditions herein.

93.   The Principal Line Subscriber (Main Account) may opt out from the Plan without any penalty. Upon the termination of the Main Account, the Supplementary Line Subscriber(s) will automatically be removed from the Plan and terminated as well. 

94.   In the event that the Supplementary Line Subscriber wish to terminate their account, the Principal Line Subscriber is required to submit the request for termination on behalf of the Supplementary Line Subscriber. The Supplementary Line Subscriber will receive a notification via SMS informing them that the Supplementary Line Number will be terminated within three (3) hours. Should the Supplementary Line Subscriber wish to stop the termination to maintain the number, the Supplementary Line Subscriber must inform the Principal Line Subscriber to cancel the termination before deadline.

95.   Upon termination, Subscribers will not be able to register under the terminated number again.

96.   Upon termination, XOX reserves the right to forfeit all unused subscription including but not limited to unused credit, data, Talk Time, SMS, and/or ADX points.

97.   In the event of termination, the entirety amount under Advance Payment shall be forfeited, whereby the Subscriber(s) shall not be eligible to any refund in cash and/or any other form. For the avoidance of doubt, there shall not be any pro-rate refund to the Subscriber(s) for the termination.

98.   In the event the Subscribers’ subscription is terminated due to overdue unpaid charges, XOX shall not be liable for any payment or refund of unused subscription, credit and/or monies under the Subscribers’ account. In such event and with no prior notice, Subscribers will lose all rights and/or entitlement previously accumulated including but not limited to unused credit, data, talk time, SMS, ADX points, and E-Wallet credit under the Subscribers’ subscription (if any).

99.   In the event of a Line termination, XOX reserves the right to use Subscribers’ E-Wallet balance to reduce/settle any outstanding amount/balance. Any reduction made from E-Wallet balance shall not be deemed as full and final settlement of any outstanding amount/balance. Subscriber shall continue to be responsible and liable to settle any amount owing and due to XOX (if any).

100.                Termination shall be without prejudice to any existing rights and/or claims that XOX may have against the Subscriber and the Subscriber shall continue to fulfil his/her obligations including full payment or all outstanding charges prior to the date of termination.

101.                XOX may, without any liability to the Subscriber, terminate and suspend all or any part of the Service without giving any reason.

NOTICE

102.                All communications, notices, and/or documents to be given by XOX to you shall be in writing and sent to the Subscriber at the address on the registration form or the last known address. It shall be the Subscribers’ responsibility to provide accurate, current, and updated personal details.

103.                Any such communication or notice, including legal process given by XOX to the Subscriber shall be deemed to have been served, if:

(a)    By hand, at the time of delivery;

(b)    By registered post, on the 2^nd working day after posting irrespective of whether it is returned as undelivered;

(c)     By ordinary post, on the 5^th working day after posting irrespective of whether it is returned as undelivered;

(d)    By email, at the time the recipient’s email address is shown on the sender’s email print-out stating the date and time;

(e)    By facsimile transmission, at the time shown on the sender’s receipt of a transmission report indicating a successful transmission to the recipient’s registered number, provided that notice shall be in addition thereon be sent by post.

 

OTHER TERMS & CONDITIONS

104.                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.

105.                XOX is entitled to make any alternations or changes to the Services in whole or any part thereof, or withdraw, suspend, disconnect, or terminate the Services and will not be liable to the Subscriber or any third party for any loss.

106.                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.

107.                XOX reserves the right to change, amend, modify, suspend, continue, terminate & add all or any Terms and Conditions at any time without prior notice. 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.

108.                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.

109.                Subscribers shall not assign or novate any or part of Subscribers’ rights and/or obligations under this Terms and Conditions to any party, without XOX’s consent. Subscribers agree that XOX may assign or novate all or part of the Agreement to any third party by notice to Subscribers without obtaining prior consent. 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.

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

 

 

Last Updated on 6^th February 2024