Frequently Asked Questions (FAQ)
Can you tell me about HarukaBase’s cancellation policy?
1. Service Fee Cancellation Terms
| Cancellation Period | Refund Rate | Details |
|---|---|---|
| Up to 30 days before the start date | 100% | Full refund |
| 30–10 days before the start date | 80% | 80% of the service fee refunded |
| 10–3 days before the start date | 50% | 50% of the service fee refunded |
| 3–1 days before the start date | 30% | 30% of the service fee refunded |
| After 1 day before the start date | 0% | No refund |
2. Refund Methods and Bank Account Options
Refund Account Options
Domestic Japanese Bank Account
- Preferred method for customers with a Japanese bank account
- No additional transfer fees
- Fastest processing time
Home Country Bank Account
- Direct bank transfer to your local bank
- International transfer fees will be deducted from the refund amount
- Processing time may vary by bank (typically 5–10 business days)
International Payment Platforms
a) Wise (formerly TransferWise)
- Recommended for most international transfers
- Lower transaction fees compared to traditional bank transfers
- Transfer fees will be deducted from the refund amount
b) Payoneer
- Alternative international payment platform
- Suitable for freelancers and international customers
- Transfer fees will be deducted from the refund amount
3. Transfer Fees and Deductions
International Transfer Fees
For transfers to international bank accounts or payment platforms, all associated transfer fees will be:
- Deducted directly from the refund amount
- Borne entirely by the customer
Estimated Transfer Fees:
- Bank transfer: ¥3,000–¥5,000
- Wise/Payoneer: Varies based on transfer amount and currency
Minimum Refund After Fees: Must exceed ¥5,000
Important Notes:
- Customers are responsible for providing accurate account information
- HarukaBase is not responsible for delays or additional fees charged by intermediary banks
- Refund processing may take 10–15 business days for international transfers
4. Cancellation Contact Methods
A. Online Inquiry Form
- Click the “Contact” button on our website (https://harukabase.com)
- Select “Cancellation Procedure” in the form
- Fill in all required information:
- Full Name
- Email Address
- Phone Number
- Service Details
- Reason for Cancellation
- Review the information on the confirmation screen and submit
B. Email Cancellation
Refund Bank Account Details (Bank Name, Branch Name, Account Type, Account Number, Account Holder Name)
Subject: “Cancellation Request – [Your Name]”
Required Information in the Body:
Full Name
Email Address
Phone Number
Booked Service Name
Booking Date
Reason for Cancellation
5. Contact Information
HarukaBase Customer Support
- Email: info@harukabase.com
- Phone: +81-75-204-6257
- Business Hours: Weekdays 9:00 AM–5:00 PM (Japan Standard Time)
Last Updated: December 15, 2024
Recommended Action for International Customers:
- Verify your preferred payment method before booking
- Consider Wise for the most cost-effective international transfers
- Ensure you have accurate account details ready for refund processing
Can I sign a contract for less than one month?
Most properties allow early move-out as long as you pay one month’s rent. For a two-week stay, it may be more affordable than staying in a hotel.
How long does the contract process take?
Typically, it takes about 1–2 weeks to complete the contract after receiving the required documents from you. However, the timeline may vary depending on the real estate company’s schedule and document preparation. Please allow enough time to complete the process.
Do I need a guarantor?
In most cases, HarukaBase acts as your guarantor. However, some properties may require a guarantor from your home country. Details will be provided when introducing properties.
Can I move in from overseas?
Yes, you can reserve a property from overseas. We will work closely with you to secure the best property before your arrival in Japan. Detailed guidance on required documents and procedures will also be provided.
Can I start studying abroad this month?
Depending on school availability, it may be possible to depart within one month. Please feel free to contact us for more details.
When should I start preparing?
For short-term study abroad programs, we recommend starting preparations 3–6 months in advance. For long-term programs, at least one year in advance is ideal. Early counseling helps create a smooth plan.
Do you provide visa support?
For visas other than tourist visas, our partnered administrative scriveners handle the process. Please feel free to consult us for visa-related inquiries.
What types of housing are available?
We offer a wide range of housing options, including share houses, homestays, monthly apartments, and unfurnished single apartments. We will guide you to the best option based on your preferences and budget.
Are furnished properties available?
Yes, most monthly apartments and share houses come with furniture and appliances. For those who do not require furniture, unfurnished properties are also available.
Are utilities included in the rent?
It depends on the property, but utilities are often included in the rent for monthly apartments and share houses. Please confirm details when we introduce the property.
Are pet-friendly properties available?
Yes, we have pet-friendly properties. However, there may be restrictions based on the type and size of the pet. Please inquire in advance.
What payment methods are accepted?
Payments can be made via credit card, bank transfer, or online payment services such as Payoneer and Wise.
Is the deposit refundable?
The deposit will be refunded if there is no damage to the property at the end of the contract. The refund processing time depends on the property.
In which languages can you provide support?
We provide support in English and Japanese. For other languages, please consult us when making inquiries.
Do you offer support after arrival in Japan?
Yes, we provide services such as airport pickup and assistance with daily life to help you settle in comfortably and begin your new life smoothly.