HIVEN Cancellation and Refund Guide for Tokyo Residence Bookings

To understand a HIVEN cancellation, separate the cancellation charge from money already paid and any refund due. A percentage on a policy page is not necessarily the percentage of your entire stay that will be returned. Check your reservation’s first-month amount, payment history and applicable terms before cancelling.

This guide concerns Residence bookings, which the billing terms describe as stays of 29 nights or more. It does not extend those rules to a different accommodation product. [1]

What cancellation rates are currently advertised?

The Paid Ahead page shows a 50% charge on the first-month amount for cancellation within 14 days of check-in before Paid Ahead, reduced to 25% after Paid Ahead. For cancellation 15 or more days out, it shows a 0% cancellation charge in both cases. [2]

The general billing terms and FAQ still use a different description: cancellation within 15 days may incur a charge based on the Occupancy check-in charge. [1][3] Before acting, have HIVEN confirm the boundary day and amount applicable to your booking if its notices are unclear. These differences should not be resolved by guessing that the most favorable statement always applies.

How does a first-month percentage work?

For illustration only, suppose the applicable first-month calculation base is JPY 200,000. A 50% charge would be JPY 100,000; a 25% charge would be JPY 50,000. This is arithmetic using an assumed base, not a room quotation or a confirmed refund.

If JPY 200,000 had been paid and the only deduction were JPY 50,000, the remaining amount would be JPY 150,000. An actual refund still depends on the confirmed payment, applicable deductions and settlement details. Do not substitute total rent for several months unless your own terms say to use that basis.

Does a zero cancellation charge mean no money can be lost?

Not necessarily. A cancellation charge, a separate fee, a deposit settlement and card-currency conversion are different items. The business disclosure says a cleaning fee and service fee may apply when shown for the booking, but the reviewed pages do not fully establish every fee’s cancellation treatment. [4]

Do not assume a universal 5% deduction from an internal conversation. Ask for an itemized cancellation calculation covering the actual booking. Where payment or refund involves currency conversion, check the issuer’s treatment as well.

What should you check before cancelling?

✓ The correct booking and current confirmed dates. ✓ Whether Paid Ahead has been completed and recognized. ✓ The policy’s calculation base and exact deadline. ✓ Amount already collected versus any new charge. ✓ Each deduction and the expected refund, if any. ✓ How cancellation completion and refund processing will be confirmed.

If you previously changed dates, ask which date and policy determine cancellation. The reviewed public guidance does not establish that moving check-in resets the cancellation window.

What should you keep after the request?

Keep the booking reference, the cancellation confirmation and any receipt or refund reference. Confirm the reservation’s resulting status rather than relying only on a message you sent.

For a deposit that was actually charged, the billing terms describe settlement and refund of unused amounts when eligible. [1] No universal processing time was verified in the reviewed pages, so request the expected timing for your case rather than assuming immediate credit.

FAQ

Is the cancellation charge based on the entire stay?

The Paid Ahead page uses the first-month amount. Confirm the exact base in your reservation.

If nothing was charged at booking, can cancellation still cost money?

Yes, the billing terms allow a close-in charge on the registered card where applicable. No upfront rent does not mean no cancellation obligation. [1]

Is every refund subject to a 5% fee?

A universal rule was not verified. Request an itemized explanation of applicable fees.

Is sending a cancellation message enough?

Confirm that HIVEN has processed it and that the booking status or confirmation reflects cancellation.