Payment Conditions

Q.1: What forms of payment are accepted for the "Online Payment System for Cemeteries and Crematoria Services”?
A.1: Faster Payment System (FPS), Credit card (JCB, MasterCard, UnionPay, Visa) and Payment by Phone Service (PPS) are accepted for the “Online Payment System for Cemeteries and Crematoria Services”.
Q.2: Are all service fees relating to Cemeteries and Crematoria payable via the “Online Payment System for Cemeteries and Crematoria Services” ?
A.2:

Online payment system for Cemeteries and Crematoria Services only applies to payment of the fees of the following services:

  • Temporary Storage Service for Cremains
  • Placing Additional Cremated Ashes into Public Niches
  • Mounting of Commemorative Plaque at Garden of Remembrance

The “Online Payment System for Cemeteries and Crematoria Services” allows payment of service fee only on or before the deadline which is stated on the approval letter.
Q.3: Is there a minimum amount for online payment?
A.3: No, but the payment system will set the amount payable according to the service applied by you.  You can simply pay the required service fee in the payment system.
Q.4:

Can I make partial payment?
A.4: No, the amount to be paid must be the same as the one stated on the approval letter.
Q.5: How can I pay the service fee after the deadline which is stated on the approval letter?
A.5: If applicants fail to pay the service fee online before the deadline successfully, “Online Payment Identification Number” which is stated on the approval letter will expire automatically.  You will then have to pay the fee at the office shown overleaf stated on the approval letter.
Q.6: Is there an additional service charge for using the “Online Payment System for Cemeteries and Crematoria Services” ?
A.6: There is no additional service charge for using “Online Payment System for Cemeteries and Crematoria Services” .
Q.7: Will a receipt be provided after I pay online?
A.7: After completion of the payment transaction, a “Payment Receipt” providing a “Transaction Reference Number” and listing details of the service to be paid and the paid items will be shown on screen. Please print and retain the “Payment Receipt” for vetting by FEHD staff at the date of storage of cremains. "Payment Receipt" is also required for future refund of payment when the cremains are retrieved (only applicable if there is any remaining number of months and days that do not add up to one month will be disregarded).  In addition, you can also download the “Payment Receipt” for record purpose.
Q.8: How do I make PPS payments on“Online Payment System for Cemeteries and Crematoria Services”? Do I need to register?
A.8: PPS accepts payment through internet only. When you make online PPS payments, you will need to input both your PPS account number and your PPS Internet password for each payment. Please visit the PPS website to find out how to register for a PPS Internet password, as well as details on browser compatibility and other technical information.
Q.9: Can I get details of my payment transactions online?
A.9: You may access the “Online Payment System for Cemeteries and Crematoria Services” and enquire for the details of your payments by inputting the “Online Payment Identification Number”.
Q.10: How do I find out if the Government has received my payment for the online service?
A.10: After completing an online service, you should print and retain the payment receipt, which contains key information about the transaction reference number and service to be paid that allows you to check the transaction status with Food and Environmental Hygiene Department when necessary.
Q.11: How do I make FPS payments on “Online Payment System for Cemeteries and Crematoria Services”?
A.11:

Select online FPS payment through a bank or stored value facility (e.g. online/mobile banking and e-wallet) by scanning the QR code for payment. Please visit the FPS website to find out the details on browser compatibility and other technical information.

General Technical Questions

Q.12: Who will receive my credit card information entered for online payment?
A.12:

Your credit card or PPS information is captured by the payment service provider, e.g. a credit card acquiring bank or EPSCO. The Food and Environmental Hygiene Department (FEHD) cannot access such information.
Q.13:

What should I do if my browser does not respond during the payment process?
A.13:

The screen that prompts you to select payment method would provide a “Transaction Reference Number”. If you encounter any problems during the payment process, you may note down the “Online Payment Identification Number” first and then check the status of your payment with staff of the Food and Environmental Hygiene Department (FEHD).
Q.14:

I have two credit cards issued by different banks. Why is one card accepted for online payment but not the other?
A.14:

At present, only designated credit card (JCB, MasterCard, UnionPay, Visa & PPS) are accepted for online payment. However, some Visa cards and MasterCards do not support online payment. Thus, if your Visa card or MasterCard is not accepted for online payment, please check with your credit card issuers to ascertain if the card supports online payment.
Q.15:

Does my computer system need to be configured for online payment?
A.15:

There is generally no specific system requirement. But if you have registered for Visa's and MasterCard's security programs (i.e. Verified by Visa (VbV) and MasterCard SecureCode), you may need to enable your browser to accept cookies from your credit card issuer's website. You are advised to check with your credit card issuer if they have any other specific system requirements.
Q.16:

When I use my credit card for payment, why am I sometimes required to enter a password for VbV (Verified by Visa) / MasterCard SecureCode and sometimes not?
A.16:

Currently, not all credit card issuing banks have participated in VbV or MasterCard SecureCode. Some issuing banks may also enable VbV or MasterCard SecureCode selectively, e.g. only for payment above a certain amount or for certain e-services. For details, please check with your credit card issuers.
Q.17:

Is my personal data entered through the online payment service protected?
A.17:

We use SSL protocol to encrypt data during network transmission to protect your personal data. All personal data you provide via the online payment service are secured, and access to them is restricted to authorised personnel only.
Q.18:

What are the points to note about safeguarding my personal information online?
A.18:

Below are some tips on information security extracted for your reference. For details, you may visit the InfoSec website.

  • Do not disclose personal information, such as your name, email address and password, in a careless manner.
  • Do not store any personal or sensitive information on a computer, especially if you share that computer with others.
  • Avoid using the "remember your password" feature, and disable this feature in your browsers.
  • Do not store your password on any media unless it is protected from unauthorised access (e.g. encrypted with an approved encryption method).
  • Remember to click the "Logout" button of the webpage to leave the system.