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Product Disclosure Sheet

(Updated on 08 May 2024)

Please read this Product Disclosure Sheet and terms and conditions carefully and
understand all the terms and conditions before you decide to register your XOX Wallet.
This Product Disclosure Sheet aims to provide users with comprehensive information
about XOX Wallet in accordance with the latest guidelines set forth by Bank Negara
Malaysia. Please seek clarification from XOX regarding your XOX Wallet if you do not
understand any part of this document or the general and specific terms and conditions.

• What is this product about?

XOX Wallet is an electronic wallet (e-wallet) offered by XOX Com Sdn. Bhd. (XOX)
providing users with convenient and secure access to make payment via XOX Wallet
App for their bill payment and other transactions.

• What are the features of the XOX Wallet?

• eWallet Account Setup: XOX Wallet allows users to create an eWallet account
without cost, enabling seamless access to various financial transactions and
services.
• Fund Transfers: Users can transfer funds to other XOX Wallet easily and securely.
• Bill Payments: XOX Wallet offers a convenient bill payment feature, allowing
users to settle mobile phone bills, and other payments directly from their digital
wallet.
• Merchant Transactions: Users can make purchases at participating merchants
using XOX Wallet, offering a hassle-free and cashless payment experience.

• What are the types of eWallet tiering that is offered by XOX Wallet?
XOX Wallet offers two types of eWallet size:
o Upon downloading and registered an account, the default eWallet size is
RM1,000, also known as XOX Blue Wallet (unverified account).
o Upon successfully completing the Account Verification (eKYC) process, you will
be granted a higher eWallet size of RM4,999, known as XOX Red Wallet.
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You may also refer to the table below for a better overview on the XOX Wallet offerings
and its limitations:

Daily Yearly
Daily Monthly
Wallet Transaction Peer to Peer Transaction
Transaction Transaction
Type Limit Transfer Limit
Limit Limit
Limit
BLUE RM1,000.00 RM1,000.00 RM12,000 RM1,000.00 RM12,000.00

RED RM4,999.00 RM4,999.00 RM59,999.00 RM4,999.00 RM59,999.00

• What are the fees and charges I have to pay?

Fees charged by XOX Wallet to our users are as listed below:

No Fee types Charges

I. Registration Fee No charge

II. Reload Fee No charge

III. Transaction Fee No charge

IV. Refund Fee No charge

RM 4 for local and RM 10 for

V. Withdrawal Fee / Admin Fee
international per withdrawal

RM12 per year shall be charged by

VI. Virtual Account Prepaid card partner bank to users who holds a
Prepaid Card.

VII. Peer-to-Peer Transfer Fee No charge

RM12 per year shall be charged by

VIII. Prepaid Card Annual Fee partner bank to users who holds a
Prepaid Card.

Partner bank will charge 2.5% per

Cross Border Prepaid Card
IX. cross border prepaid card
Transaction Fee
transaction to users.
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• What are the key terms of this product/What are my obligations?

o User can download the XOX Wallet from the Apple App Store or Google Play Store
via their own mobile smart phone.

o The mobile device used must meet the minimum operating system (Android &
iOS) requirements in order to download and use the XOX Wallet.

o This product does not support any illegally modified devices such as,
jailbroken/rooted devices or any device that has been altered in any way.

o User must be a Malaysian citizen with a valid mailing address in Malaysia.

o To provide personal identification documents and any other documents that may
be required by XOX Wallet from time to time.

o The XOX Wallet account are PIN (Personal Identification Number) and Security
Question enabled. User must create a 6-digit PIN in the XOX Wallet and must use
this PIN when they make a QR code transactions at participating XOX Wallet
merchants.

o Protect your 6-digit PIN. User must exercise all reasonable precaution to prevent
loss and theft of their mobile phone or disclosure of the PIN to any unauthorized
person.

o Users shall not allow or empower any third party to use their XOX Wallet and
cannot transfer or relinquish control or ownership of the account or use it for
purposes which are not authorized by XOX.

o Users are responsible for ensuring sufficient funds in the account before effecting
any transactions.

o Users are responsible for any pending payments that is not credited from their
XOX Wallet account.

o Users can not reload funds in excess of the eWallet limit that has been stipulated
for the account by XOX Wallet.

o Users must not use the XOX Wallet account to purchase illegal goods or services
or to use it for any unlawful and/or fraudulent activities.
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o Users must check their eWallet statement from time to time to ensure
transactions performed are correct.
o Upon request for termination of XOX Wallet account, the balance of funds in the
eWallet shall be refunded to the user after fourteen (14) business days from the
said termination subject to confirmation provided to XOX Wallet Support Team.

o We may at any time vary, revise, change, amend, withdraw, substitute, or remove
any of the terms and conditions governing the use of XOX Wallet. Any such
amendment shall be effective twenty-one (21) days after the revised terms have
been posted on XOX website.

o The XOX Wallet account ownership is non-transferable and shall only be used
exclusively to the user.

• What if I fail to fulfil my obligations?

o Disclosure of personal information such as PIN, credit card number and so forth
to an unauthorized person may lead to an unauthorized use of the XOX Wallet and
monetary loss to the user, of which XOX Wallet will not be liable nor accountable
for to the user.

o You are considered to have contravene, breach, and fail to abide by any of the
Terms and Conditions of the XOX Wallet if the following actions happened based
on the list below but not limited to:

▪ When the user has authorized a third party to access their XOX Wallet account.
If they conduct any transaction, then the user will be responsible for their
actions.

▪ When duplicated claims are made. For example, if the user has filed a claim
with the bank, XOX Wallet would not accept the duplicated claim made to us.

▪ When the intention of fraud or negligence is found.

▪ When the user fails to provide all the required information and documents.

▪ When the unauthorised transaction occurs under unforeseeable

circumstances, including but not limited to natural disasters, war, terrorist
attacks and/or civil unrest.
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▪ When the unauthorized transaction occurs as a result of a third-party terminal

or system error which the user is well aware of. For example, hacking
attempts, bank system upgrades, and telco services downtime.

▪ When there is a legal restriction that prevents the user to make any claims.

▪ When the user’s mobile phone is rooted or jailbroken.

▪ When the user’s XOX Wallet is downloaded from illegitimate sources.

▪ When an accidental and/or erroneous reload is done by the user.

▪ When a user mistakenly made a P2P transfer to a third party.

o If you contravene, breach, or fail to abide by any of the Terms and Conditions of
XOX Wallet shall be entitled to block, suspend, revoke and/or terminate of your
account.

o If you contravene, breach, or fail to abide by any of the Terms and Conditions of
the XOX Wallet, we shall be entitled to disqualify your eligibility and entitlement of
any promotions, campaigns, and rewards.

o Insufficient funds in account may lead to inability of the XOX Wallet users to effect
a transaction or, make payment via the XOX Wallet. For account with insufficient
funds, the pending payment amount will be deducted upon reload.

o In addition to the events of default by you, the account owner of the XOX Wallet,
we may at our discretion, limit, block, suspend or terminate your XOX Wallet
account if we detect or are notified, requested or upon investigation by us, PDRM
or Law Enforcement Agencies any unusual, irregular, suspicious, fraudulent, or
unauthorized activity on your XOX Wallet account; or suspect misuse of your
eWallet; or there is a contravention; non-adherence or breach by you to any of the
provisions of the terms and conditions of XOX Wallet.

• What are the major risks?

o When using XOX Wallet, do not share your 6-Digit PIN, security question and
answers to others. You will need to beware and avoid using unsecured public
network.
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o There is also the risk of account take over due to loss or stolen mobile phone.
Users are advised to always keep their XOX Wallet up to date with the latest app
version to minimise exposure to cyber risk.

o Users should be aware of potential security risks associated with digital wallets,
including unauthorized access, fraud, and phishing attacks. It is recommended
to adopt strong security measures such as password protection and two-factor
authentication.

• Who is liable for unauthorised transactions due to loss or theft?

o If you have not verified your account, you shall be liable for such unauthorised
transaction due to loss or theft. We strongly encourage for you to complete the
Account Verification process as soon as possible.

o If you have completed the Account Verification process, you can request for
money-back for the unauthorized transaction amount, where XOX has full
discretion on the money-back amount upon completion of the investigation. The
report of loss or stolen must be done within 24 hours of the incident and must be
supported by a police report.

o If there is a case of an unauthorized transaction, the source of fund must only

come from the user’s own eWallet account.

As a safety precaution, we recommend you do the following if you lost your mobile
phone that has an XOX Wallet:

• Use another smartphone to log out your XOX Wallet account; OR

• Contact our Support Team via email at [email protected]. to
immediately suspend your XOX Wallet account. This is to protect your balance
in your XOX Wallet account.

• What do I need to do if there are changes to my contact details?

It is important that you inform us on any changes in your contact details to ensure
that all information is able to reach you. Do contact our Support Team via our in-App
“Contact Us”, email to [email protected].
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• Can I terminate my XOX Wallet account?

Yes, you may terminate your XOX Wallet account by contacting our Support Team via
our in-App “Contact Us”, email to [email protected].
Upon termination of the user’s XOX Wallet account, the balance of funds in the
eWallet account shall be refunded to the user after fourteen (14) business days from
the said termination subject to confirmation provided to XOX Support Team.

• Where can I get further information on XOX Wallet or to seek redress?

If you have any enquiries, please contact our Support Team via our in-App “Contact
Us”, email to [email protected].
If you are not satisfied with the outcome of your service or complaint, you may refer
the matter to either of the following bodies who will help to settle any disputes.

BNMLINK
A complaint resolution arm of Bank Negara Malaysia.
BNMTELELINK (Contact Centre)
Tel: 1-300-88-5465 (1-300-88-LINK)
Overseas: +603-21741717
Operating hours: 9.00 a.m. - 5.00 p.m. (Monday – Friday)
Web form: https://telelink.bnm.gov.my/

For more information on the services provided, you may visit BNM’s website at
www.bnm.gov.my

OMBUDSMAN
Ombudsman for Financial Services is a non-profit organization and functions as an
alternative dispute resolution channel to resolve disputes between their Members who
are the financial service provers (FSPs), license or approved by BNM and financial
consumers.
There could be instances where you may not be fully satisfied with our decision. We
respect that. You may seek redress at the following avenue:

Ombudsman for Financial Services (“OFS”) (664393P)

(formerly known as Financial Mediation Bureau)
14th Floor, Main Block,
Menara Takaful Malaysia, No. 4, Jalan Sultan Sulaiman, 50000 Kuala Lumpur.
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Call Ombudsman for Financial Services at 03-2272 2811 or Email to

[email protected]

For more information on the services provided, you may visit OFS’s website at
www.ofs.org.my

Disclaimer:
• The information provided in this Product Disclosure Sheet is up to date as of
the date mentioned at the front page and valid until the next periodical review.

• The information provided in this Product Disclosure Sheet is for informational

purposes only and does not constitute financial advice or recommendations.
Users are encouraged to review the terms and conditions of XOX Wallet and
seek professional advice, if necessary, before using the platform.

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