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.


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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  2. Regarding Moving out
  3. Regarding returning key when you move out

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Regarding returning key when you move out Updated date 2017.01.27

When moving out, please return all the keys that we gave you when you moved in.

Room key(duplicate key is not allowed)

※In case of card key, we may give you several keys, so please return all these keys.

Security IC stick

※If you use security service(SECOM), please return the IC sticks to us. (The key you entrusted to the security company will be returned to us.)

There are two options to return the room keys: depending on whether you have a room inspection. Please refer to the following.

1. Room inspection

Please prepare all the room keys and security IC sticks we gave you when you moved in, and return to our staff.

2. Unrequired room inspection

Please return the room keys at the nearest Leopalace Center.

※Please note that some of our offices have regular holiday, so please confirm our business hours before visiting our office.

If you are not able to return the room keys at our office, please refer the below and put all the keys into the mail box at the door.

How to return the keys


  1. Please do not forget your personal belongings.
  2. Go out of your room and lock the door.
  3. When you locked the door, please put all the keys and security IC sticks into the mailbox at the door.

If you want to retrun the room key by above process, please infrom us through inquiry form or contact Service Center in advance.

  • If you lost your key or don't return your key and you didn't purchase Support Service Insurance, you will be charged 1,296 yen per key. (tax included)
  • If you lost Security IC Stick or don't return it, you will be charged 864 yen per an IC stick. (tax included)
  • The key you entrusted to the security company will be returned to us.



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.


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

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

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