Getting a Refund
Refund Request Form for Online Application for Cancellation of Octopus Mobile SIM
- If the remaining value of your Octopus Mobile SIM is less than HK$500 and the Octopus Mobile SIM functions properly, you can apply for cancellation and refund of the remaining value on your Octopus Mobile SIM at any MTR Customer Service Centre. You will receive an on-the-spot refund of the remaining value, if any. For any refund handled at MTR Customer Service Centre, you can collect the refund either through reloading directly into another Octopus, Octopus on iPhone or Apple Watch, Smart Octopus in Samsung Pay or in cash.
- This form is applicable to cancellation and refund request of malfunctioned Octopus Mobile SIM or Octopus Mobile SIM with remaining value of HK$500 or above. Under normal circumstances, OCL will respond within 9 working days upon receipt of your request. This refund will be paid in accordance with your selected Refund Method on this form.
- If you have lost your Octopus Mobile SIM which is linked to Automatic Add Value Service (AAVS), you are NOT required to fill in this form. Please call 24-hour Lost Octopus Reporting Hotline on 2266 2266 for loss reporting and refund arrangement. You can click here for loss reporting information.
- You should be the holder and remain in possession of the Octopus Mobile SIM at all times, including at the time of submitting this refund request form until completion of the cancellation and refund request. You are reminded to keep your Octopus Mobile SIM safe and intact before you receive the refund.
- The final refund amount will be confirmed at the time when we process your request.
- To facilitate an accurate calculation of the refund amount, you should not use the Octopus function(s) on your Octopus Mobile SIM, e.g. add value and payment, once you have submitted the refund request.
- Once you have received the refund, you are advised to cut your Octopus Mobile SIM into halves and dispose them properly.
- Once you have submitted this refund request form, all applicable Octopus function(s) of your Octopus Mobile SIM will be permanently disabled but the mobile telecommunication function and functions other than Octopus function(s) on the Octopus Mobile SIM will remain unaffected.
- Please click here to read our Terms and Conditions for Online Application for Cancellation of Octopus Mobile SIM before using this refund request form.
- To provide quality service, we carry out system maintenance and upgrade regularly on this form. Please click here for maintenance schedule.
- The personal data collected through this refund form will be purged according to OCL's existing retention policy.