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

Image of All Standard Octopus

Personalised Octopus

Image of All Personalised Octopus

Sold Octopus*

Image of Sold Octopus

Octopus Mobile SIM

Image of  Octopus Mobile SIM

*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

Image of On-Loan Octopus
Image of Personalised Octopus
Image of Sold Octopus
Image of  Octopus Mobile SIM

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.

Only on the remaining value of the Cross-border Octopus can be refunded. This service does not apply to the cost of the Octopus itself. Once refunded, the Octopus can no longer be used. Each Cross-border Octopus carries the e-purse of Octopus and the Third Party Operator, if you would like to cancel the card and obtain the remaining value, please visit any MTR Customer Service Centre and Third Party Operator's office respectively to make the refund arrangement. If the remaining value in the Octopus e-purse is HK$500 or more, the card will be returned to Octopus Cards Limited for processing. A notification letter will be mailed to you within nine working days after returning the Cross-border Octopus. Please bring along the notification letter to any MTR Customer Service Centre to collect the remaining value and Cross-border Octopus within 60 days from the date of letter.  Then please visit Third Party Operator's Office to arrange refund of Third Party Operator's e-purse. Please visit the Third Party Operator's website or contact the Third Party Operator's customer service hotline for the details of their refund arrangement.

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.

If the remaining value of the Octopus Mobile SIM is less than HK$500 and it is functioning properly, you can receive an on-the-spot refund at any MTR Customer Service Centre. If the Octopus Mobile SIM is malfunctioned or the remaining value is at HK$500 or above, please click here to use our online application for cancellation of Octopus Mobile SIM.

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)

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Did you know?

Octopus processes over 3 million transactions a day through the MTR system, saving time and money for commuters and the MTR Corporation.

Caring Company 2011/12
© 2012 Octopus Cards Limited. All rights reserved.