Frequently Asked QuestionsThose are common inquiries & questions from our international customers. If you need assistance at the time of move-in or during your stay, please refer to the following.

videocamVideo regarding Common Courtesy

This video introduces common courtesies in Japanese society. Please be sure to check it before moving in so that you can avoid any troubles with your neighbors.

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Apartment Use Service Guide

Our Service Guide explains important reminders, such as how to use the room facilities and how to cancel the contract etc. If you need any assistance, please refer to our Service Guide first of all.

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  1. FAQ TOP
  2. Regarding Moving out

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Regarding Moving out

Guidance for moving out (individual contract)
When moving out after November 1st, 2019, you do not need to be present when leaving the apartment. more
What kind of cleaning is included in the basic cleaning fee?
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What should I do with the key that I keep with the security company when canceling the contract?
In the room where security equipment is installed, the key of the room deposited with the security company (SECOM) will be returned to the Leopalace after the cancellation. No procedure is required. more
Can I apply for cancellation of a room contract over the phone?
The written application is the official procedure. We do not accept by phone. more
What is the bicycle collection service?
This service is for collecting bicycles you no longer need when you leave the apartment. more
About restoration fee and basic cleaning fee
Depending on the room condition, you may be charged for repair costs (restoration costs). more
Guidance for room check upon moving out (corporate contract customers)
Please check the following. more
Should I drain water when I cancel my room?
During the winter season (December to March of the following year),we ask that you drain the water when you cancel the room to prevent damage to the equipment due to freezing of the piping. more

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FOR THE INQUIRIES VIA EMAIL

For those who are currently living in Leopalace apartment, please use the following form to send us the inquiries about your daily life.

Inquiry form

Inquiries by phone

Telephone inquiries are also available at the following numbers.

0120-984-578

(Business hours: 10 a.m.-7 p.m.)

Available languages are Chinese, Korean, English, Portuguese, and Vietnamese.

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