1.

What should I do if I no longer wish to use my Octopus?

If you hold an On-loan Anonymous Octopus, you can return it to any customer service centre at MTR stations or New World First Ferry piers and get the refund of the deposit and the remaining value stored on the Octopus subject to a refund handling fee of HK$7 if it has been used for less than three months.

If you hold a Personalised Octopus with AAVS it will be sent back to Octopus Cards Limited for refund processing. A refund handling fee of HK$10 will be levied, but this charge will be waived if the Octopus was issued before 1 November 2004 and has been in use for more than five years.

2.

What should I do if my Octopus becomes invalid?

You should go to any Customer Service Centre at MTR stations or New World First Ferry piers to process a refund application.

3.

How long will it take for a refund requiring back-end refund processing?

The refund for On-loan Anonymous Octopus will be available on the fifth day after the application, and for Personalised Octopus on the eighth day.

4.

Can I select another station as the designated refund station after processing the refund?

Yes, you can contact our Octopus Customer Hotline 2266 2222 to make this arrangement. However, if a replacement Octopus is involved, we may need four days to arrange for the replacement to be transferred to the new designated station.

5.

Why can't I get an immediate refund at stations if my Octopus has a remaining value of more than HK$500?

It is our policy not to grant high value refunds at stations. We process the refund application at the office of Octopus Cards Ltd by sending you a cheque.

6.

Why can't I request an immediate refund for more than 20 Octopus at a front-end office?

This will be a time-consuming process at station level. We need to centrally process the bulk return of Octopus in order not to cause inconvenience to other customers.

7.

Why do you need to levy a HK$30 cost for a damaged Octopus?

A damaged Octopus cannot be recycled for future use.

8.

How do you define a damaged Octopus?

A card with malicious damage such as serious delamination, bending, tapping or graffiti rendering the Octopus unable to be recycled or reused.

9.

Is there any fee involved when I get my On-loan Anonymous Octopus refunded?

If you return your On-loan Anonymous Octopus within three months of the issue date, you have to pay a refund handling fee of HK$7.