Concert Refund Arrangements



A total of seven shows (from 28th December 2018 to 3rd January 2019) of the “Andy Lau Hong Kong Concert 2018” were cancelled. As many people have been affected, in order to facilitate the refunds process for the affected ticket holders and to minimise the need to line up, we have arranged for two options to obtain refunds, the details of which are as follows:


1. Phase One: Refunds Processed by Post : Already completed


2. Phase Two: On-site Cash Refund

Dates: 17th - 19th May 2019 and 24th - 26th May 2019 (Friday, Saturday and Sunday)

Time: From 10:00am to 6:00pm

Location: “Hirer’s Box Office” at the Hong Kong Coliseum (9 Cheong Wan Road, Hung Hom, Kowloon, Hong Kong)

Online Appointment Booking

In order to minimize waiting time, ticket holders are encouraged to pre-register a time slot on our online appointment booking system from 1 – 14 May 2019. Ticket holders will also require to provide their ticket information and view the terms and conditions.


On-site Refund – Online Appointment Booking


On-site Refund - Terms and Conditions:

  1. Ticket holders of the cancelled shows who have successfully made an appointment should bring (i) online appointment confirmation (electronic or printed version) (ii) their original valid concert ticket(s) (Note 1 and Note 2); and (iii) their valid original identity document to the on-site refund location to process their refund.
  2. In accordance with the terms and conditions of sale of URBTIX, a refund will only be made to those ticket holders holding tickets of the cancelled concerts.
  3. Refund will be processed based on the face value of the ticket(s) in Hong Kong Dollars (complimentary tickets, i.e. tickets with a face value of HK$0.0 printed on the ticket are not eligible for a refund). Handling fees/administrative fees/postage fees paid during purchase will not be refunded.
  4. Ticket holders who have successfully made an appointment and who are authorising others to process the refund on his/her behalf (the “Authorizer”), must ensure that the authorized representative brings (i) the Authorizer’s online appointment confirmation letter (electronic or printed version) ; (ii) the duly signed authorization letter ; (iii) a copy of the Authorizer’s valid identity document (electronic or printed version) ; (iv) the original valid concert ticket(s) (Note 1 and Note 2) and (v) the authorised representative’s valid original identity document stated in the authorization letter, to the on-site refund location to process their refund during the reserved timeslot.
  5. Ticket holders must check the refunded amount received before leaving the refund counter. Any dispute afterwards will not be entertained.
  6. The Concert Organizer may request ticket holders to provide further information before processing any dubious refund applications. All such refund applications will be processed separately. A refund application with incomplete or inaccurate information may require additional processing time.
  7. The Concert Organizer will examine the authenticity of all returned tickets. Once a ticket has been verified to be authentic, the refund will be arranged in accordance with the refund procedure. The Concert Organizer reserves the right to refuse any refund application if the information on the ticket has been erased or altered, or if the ticket is damaged, defaced or incomplete. Counterfeit tickets will be reported to the police immediately. Please note that under the Theft Ordinance, obtaining a refund by deception and under the Crimes Ordinance, making and using a counterfeit ticket may constitute a criminal offence liable to imprisonment. Please do not attempt to break the law.
  8. The Concert Organizer will require the refund applicant to show their valid original identity document on site for checking. Personal data collected in this on site refund form is for the purpose of verification and processing of refunds only, and will be destroyed as soon as possible after the completion of all the Concert refund, priority purchase, tickets exchange and tickets collection exercise. For details on the Concert Organizer’s privacy policy, please refer to the privacy policy.
  9. In case of any dispute, the Concert Organizer reserves the right of final decision.


  1. 28th December 2018 tickets - without stubs; 29th December 2018 to 3rd January 2019 tickets - with stubs intact. Photocopies, prints or photographs of the tickets will not be accepted.
  2. Those who have lost their tickets must bring their original “Report Lost of Ticket Letter” issued by Focus Entertainment Limited/Cityline/Urbtix along with their valid original identity document (the name and identity number on the letter must match the identity document) to process their refund. 


For any inquiries, please call the following hotlines during office hours from 10am to 6pm, Monday to Friday (except public holidays) or email



852-2361 6929

852-2361 6708

852-2751 9118


Further updates will be posted on the following official social media platforms:


Focus Entertainment Limited:





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