Apply for deposit refund

If registered customer has passed away, third party refund can be accepted by family member. 

Details of deposit refund:

How to apply

To apply for a deposit refund, please present the following required documents:

• All deposit receipts;
• A photocopy of your Hong Kong Identity Card or Business Registration Certificate (if applicable);
• [Electronic Fund Transfer only] A copy of your bank record showing your bank account holder name and account number.
• [Faster Payment System only] (refund amount equal or under HK$10,000) A copy of your record showing your bank account holder name and FPS information (eg. mobile number or email address)
• If you need a refund to third party, please fill in a Deposit Refund Form (Form L) (PDF) and return it to us.

What to expect next

Once we receive the above required documents, we should process your request in about 5 working days.

If a payment on the account was made only recently (say, on your latest bill) via any of the following means, please allow the time indicated for clearance prior to obtaining refund of the credit balance:

• PPS or banks: 2 working days
• Cheque: 8 working days
• Direct debit or credit card: 5 working days
• Faster Payment System: 2 working days

For more information

Please refer to our Supply Rules (PDF) for the relevant terms and conditions. If you have any questions, please submit an online enquiry under “Billing, Payment and Deposit”.  We will get back to you as soon as possible.