Welcome to the Octopus (Hong Kong) Site.
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Getting a Refund
Refund procedures depend on the type of Octopus you have.
All Standard On-Loan Octopus
Personalised Octopus
Sold Octopus*
*Only the remaining value, if any, on a Sold Octopus can be refunded. This service does not apply to the cost of the Octopus itself. Once refunded, the Sold Octopus can no longer be used.
Refund procedures
For On-Loan Octopus (both Standard and Personalised Octopus), please go to any MTR Customer Service Centre to apply for a refund of your remaining value.
If an On-Loan Octopus is damaged it will be sent back to Octopus Cards Limited for refund processing. A cheque refunding your remaining value, if any, and your HK$50 deposit, minus the HK$30 card cost, will be mailed to you within nine working days of your application.
If the remaining value is HK$500 or more, it will be returned to Octopus Cards Limited for processing. We will notify you of the refund arrangement within nine working days.
If the remaining value is less than HK$500, you will receive an on-the-spot refund of your HK$50 deposit (applicable to Standard On-Loan Octopus only) and the remaining value, if any.
If your lost Octopus is neither a Personalised Octopus nor an Octopus linked with the Automatic Add Value Service, please complete the "Found Octopus Enquiry / Refund Request" to enquire whether your Octopus has been found and returned to us. Please fax the completed form to us along with valid supporting documents such as transaction receipt(s). We will follow up with you by phone within 7 working days.
Please note: Customers are reminded to use up all their Rewards$ before they obtain a refund from an MTR Customer Service Centre because once they get the refund, their Reward$ cannot be recovered.
You can apply for a refund of the remaining value on your Octopus. Please note the following fees:
Applicable Fees
On-Loan Octopus:
- Standard Octopus: HK$9
(If returned within three months of issue) - Personalised Octopus: HK$10
If your Octopus has been damaged or altered: HK$30
(Includes damage or alteration through delaminating, bending, cutting, breaking, graffiti or attachment of stickers or photos)
