All your answers in one place

Here FAQ

Welcome to our FAQ section. We’ve split our answers into two categories to better match your rental journey:
Here — for market flats where we act as your agent, and FlexPals — for fully managed rentals where Here is your landlord.

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Click here to visit our dedicated Here FAQ

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Click here to visit our dedicated FlexPals FAQ

Click here download our installation guide

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Here Real-Estate - FAQ

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Find all your answers in one place with our dedicated FAQ about our real-estate services for market apartment (for FlexPals solution, check the next section) for more, contact us on WhatsApp or by email at hello@here-group.com.

General Overview

Find all your answers in one place with our dedicated FAQ about our real-estate services for market apartment (for FlexPals solution, check the next section) for more, contact us on WhatsApp or by email at hello@here-group.com.

    • Here Real-Estate Agency connects tenants with market flats provided by individual landlords. We are intermediaries—not the landlord—and facilitate all leasing steps.

    • Yes. We verify housing ownership, register all contracts through official platforms, and ensure listings are accurate and legally compliant in line with Shanghai regulations.

    • Yes — from communication to contracts, we provide full bilingual support. Our team speaks English, French, German, Italian and Chinese.

    • No problem — we’ll facilitate communication during the lease signing and provide a group chat for support if needed.

    • Yes. We can help you sign the lease and move in before you set up local accounts. We’ll guide you through alternatives like Wise, international wire, and temporary numbers if needed.

    • Yes! With our dedicated package (Here Heroes) our team can fully support at every steps of your journey in Shanghai and China.

Flat Search & Booking

Find all your answers in one place with our dedicated FAQ about our real-estate services for market apartment (for FlexPals solution, check the next section) for more, contact us on WhatsApp or by email at hello@here-group.com.

    • Begin 1–2 months before your desired move-in date. Landlords rarely hold apartments far in advance, and recent blog advice echoes this for securing timely viewings .

    • You can view via video tour or on-site viewing. Reservations incur a small non-refundable holding fee (typically a few hundred RMB), credited toward your lease payment. Payment only due once contract and keys are finalized and verified.

    • Generally a copy of your passport is enough to book a flat.

    • Popular flats can be taken within 24–48 hours of listing, so prompt decisions help secure your choice.

    • Flats are booked on a first-come, first-served basis once the holding fee is paid. If your preferred option is taken, our team will propose similar alternatives immediately.

    • This isn’t recommended, as holding fees are non-refundable and apply per property.

    • In Shanghai, apartment sizes are often listed larger than the actual usable space.

      This is because the official measurement usually includes public and shared areas of the building, such as stairwells, hallways, or lobbies.

      As a result, the effective living space is typically around 70–80% of the announced size — for example, a “100m² apartment” may in reality offer about 70–80m² of private, usable area.

Fees, Payments & Deposit

Find all your answers in one place with our dedicated FAQ about our real-estate services for market apartment (for FlexPals solution, check the next section) for more, contact us on WhatsApp or by email at hello@here-group.com.

    • Common practice: 1 to 2 months deposit (security deposit) + 1 to 2 months rent in advance (first rental month(s)), plus one-time agency fee (typically 35–100% of one month rent).

    • The security deposit is equal to one (1) to two (2) months rental costs, the security deposit shall be made to book the accommodation. The security deposit is fully refundable at the end of your stay (minus any deductions due to regularization, damages to the property, etc.). Also note that the security deposit will always be refunded in the local currency (CNY).

    • The first installment is the total amount you need to pay before moving into the apartment. It varies depending on the landlord terms but is usually one (1) to two (2) months security deposit + one (1) to two (2) months rental costs corresponding to the first renting month(s).

    • The agency service fee is a one-time payment charged by Here Real-Estate Agency when you rent a flat . It covers the end-to-end support provided during your flat search and lease process.

      • What does the fee include?

        • Personalized apartment search

        • Scheduling and attending viewings (virtual or in-person)

        • Negotiating rent and lease terms with landlords

        • Preparing bilingual contracts

        • Assisting with lease signing, deposit handling, and move-in coordination

        • Ongoing communication support with landlords during your lease

        How much is it?

        • The standard fee is 50% (for FlexPals housing solution) to 100% (for none FlexPals housing solution)

        • With minimum fee applicable of CNY3,000 for individual room

    • We are offering multiple payments solutions at Here Real-Estate Agency with payments supported in both local currency (CNY) and EUR / USD. Payments can be made as follows:

      • Wise: pay by using Wise directly to the landlord (low bank fee and good FX rates)

      • Alipay/WeChat Pay: by linking your bank card to Alipay and WeChat APP

      • Bank Transfer: for market properties only - payment supported in EUR / USD only (7.50% fee applicable)

      • Cash: payment by cash in the local currency in CNY

      • Local Bank Transfer: using local Chinese banks in CNY

    • The deposit is refundable minus damages or unpaid utilities. Agent fees are non-refundable. Leave-through or lease break penalties may apply.

Lease & Legal Terms

Find all your answers in one place with our dedicated FAQ about our real-estate services for market apartment (for FlexPals solution, check the next section) for more, contact us on WhatsApp or by email at hello@here-group.com.

    • Lease contracts are bilingual (Chinese & English) and signed digitally. We review terms such as rent escalation, termination clauses, and landlord responsibilities. In most cases, we are using our own template for maximum transparency and favorable terms for our clients.

    • Yes. Foreigners must register their address within 24 hours of arrival. Our team will guide you with the overall process. Failure to register can affect visas and results in fines.

    • Fapiao issuance depends on landlord. If required—for reimbursement or company expense—inform us up front so we can check availability.

    • Yes — we’ll coordinate the payment and fapiao issuing directly with your HR or finance team.

    • Our team will support you to renew the lease contract by renegotiating the terms with the landlord, please note the following one-time fee:

      • 50% of the first commission amount

    • In the event where the tenant will have to breach the lease contract (for any reason), please contact us so we can handle the situation with the landlord, please note the following two scenarios when it comes to breaching a lease contract:

      • No replacement: if no replacement is found (meaning new tenant) to take over the lease contract, the landlord will retain the security deposit

      • Replacement: if you have found a new tenant to take over the lease contract, the landlord will give you back the security deposit, please note the following one-time fees:

        • Self replacement (you have found a new tenant by yourself): 50% commission applicable of one (1) month rental costs (or CNY3,000 for rooms) to be paid by the new tenant to Here.

        • Here real-Estate Agency Support (Here have found a new tenant): 50% commission applicable of one (1) month rental costs (or CNY3,000 for rooms) to be paid by the current tenant to Here with additional 50% commission applicable of one (1) month rental costs (or CNY3,000 for rooms) to be paid by the new tenant to Here.

Move-In, Utilities & Maintenance

Find all your answers in one place with our dedicated FAQ about our real-estate services for market apartment (for FlexPals solution, check the next section) for more, contact us on WhatsApp or by email at hello@here-group.com.

    • When it comes to renting a flat in Shanghai and China, most flats are partially furnished and equipped as follows:

      • Furnitures: All flats comes partially furnished with all essential furnitures such as:

        • Bed

        • Table

        • Chair

        • Cabinet

        • Sofa

        • The list is furnitures is varying per flat, always ask our agent to double confirm what is included.

      • Equipment: All flats comes partially equipped with all essential equipment such as: 

        • Fridge

        • Stove

        • Washing machine

        • The list is equipments is varying per flat, always ask our agent to double confirm what is included.

      • Beddings & Towels: beddings (duvet, cover, bedsheets, etc.) are not included, towels are not included as well. Always ask our agent to double confirm.

      • Consumables & Essentials: kitchen (cutlery, plates, etc.) and bathrooms (shower gel, toilet paper etc.) essentials are usually not included. Always ask our agent to double confirm.

    • The check-in and check-out are critical moments during your stay with Here Real-Estate agency. During the check-in, our team of local agents will be here to accompany you in this process.

      Few tips for the check-in: take pictures and videos to avoid future litigations with the landlord when the check-out time comes. Same goes during the check-out: take pictures and videos to avoid extra litigation with the landlord after the check-out.

      Please note that all outstanding amounts will be deducted from the security deposit such as: utilities fees, unpaid rent amount, unpaid service fee, etc.

      For more, visit our dedicated articles here:

  • In China, cleaning and finishing standards differ from international expectations — apartments are often only surface-cleaned and may show imperfect details.

    To ensure comfort, consider doing your own deep clean and remember that agencies aren’t liable for these standards.

    For more, check our dedicated article here: https://www.hererealestateagency.com/blog/77fz3vv18wdnef6up6ikg5y3h3tk6m

    • The landlord handles repairs; calls can take time depending on responsiveness. Utilities are typically billed monthly or bimonthly, payable by Alipay or WeChat. Unpaid bills may be deducted from your deposit.

    • The utilities are paid monthly or bi-monthly in most cases, the utilities are made of three (3) components: water, electricity and gas. Always pay attention to your electricity consumption in summer when using the AC system and in winter when using the floor eating, wall eating and AC system (our estimate is to budget around CNY100 to CNY200 per month and per tenant).

      The utilities are usually paid directly using Alipay / WeChat Pay dedicated utilities feature.

      Always pay the utilities in time to avoid disruption from the local suppliers, please note that all outstanding utilities amounts will be deducted from the security deposit if unpaid.

      For more, visit our dedicated article here: https://www.hererealestateagency.com/blog/paying-the-utilities.

    • Here’s a rough monthly estimate (for a one-bedroom appartment):

      • Electricity: ¥100–¥300

      • Water: ¥20–¥50

      • Gas: ¥30–¥80

      • Internet: ¥100–¥150

      • Heating (in winter): ¥200–¥400 (if electric)

    • WiFi is usually not included in the accommodation, we recommend using China Telecom with the 200mo plan at around CNY2,000 / year. Please note that because of the firewall, data might be significantly slow for browsing international websites, using a VPN is highly recommended.

      For the mobile data plan, using China Mobile is recommended, in China, you will always have to top-up your plan, it will usually cost around CNY100 per month. Same advice as for the WiFi, using a VPN is highly recommended.

    • Depends on landlord rules—always confirm ahead of time to avoid future litigation.


Additional Information

Find all your answers in one place with our dedicated FAQ about our real-estate services for market apartment (for FlexPals solution, check the next section) for more, contact us on WhatsApp or by email at hello@here-group.com.

    • Yes — we offer self check-in options and key handover instructions via WhatsApp/WeChat.

    • No, but we recommend getting coverage for your valuables. Some international banks or relocation packages include it.

    • Yes — all buildings have front-desk security and locked main entrances.

    • In Shanghai, cockroaches and other small pests are common due to the city’s warm, humid climate and the age of many residential buildings.

      Even with a clean apartment, they can enter through pipes, drains, or common building areas.

      Also note that pest and bugs are especially there during the summer time (July, Auguts and September).

    Regular cleaning, proper food storage, and occasional pest control treatments are the best ways to minimize them.

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Still have some Questions?

A woman with wavy brown hair smiling at the camera, wearing a white blouse with a bow tie and large earrings against a beige background.

Don’t worry! We are here for you, feel free to contact us on WhatsApp directly by clicking the below button or contact us as well by email at hello@here-group.com.

We will come back to you in no-time with all the answers for you to enjoy a hassle-free stay with us in Shanghai.

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FlexPals - FAQ

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Find all your answers in one place with our dedicated FAQ about our FlexPals housing solution (for Here Real-Estate Agency services, check the above section) for more, contact us on WhatsApp or by email at hello@here-group.com.

General Overview

Find all your answers in one place with our dedicated FAQ about our real-estate services for market apartment (for FlexPals solution, check the next section) for more, contact us on WhatsApp or by email at hello@here-group.com.

    • FlexPals is our dedicated all-inclusive housing solution in Shanghai, Beijing and Hong Kong where properties are fully managed by us.

    • Yes. We verify housing ownership, register all contracts through official platforms, and ensure listings are accurate and legally compliant in line with Shanghai regulations.

    • Yes — from communication to contracts, we provide full bilingual support. Our team speaks English, French, German, Italian and Chinese.

    • Yes — we help students and interns book group flats or multiple FlexPals units in the same compound if you’re moving with friends.

    • Yes — we issue pre-lease confirmation letters and documents for student visa support or internship compliance.

    • No problem — we’ll facilitate communication during the lease signing and provide a group chat for support if needed.

    • Yes. We can help you sign the lease and move in before you set up local accounts. We’ll guide you through alternatives like Wise, international wire, and temporary numbers if needed.

    • Yes! With our dedicated package (Here Heroes) our team can fully support at every steps of your journey in Shanghai and China.

Flat Search & Booking

Find all your answers in one place with our dedicated FAQ about our real-estate services for market apartment (for FlexPals solution, check the next section) for more, contact us on WhatsApp or by email at hello@here-group.com.

    • Begin 1–12 months before your desired move-in date. All FlexPals properties can be pre-booked up to 12 months in advance.

    • You can view via video tour or on-site viewing. All FlexPals properties can be pre-booked up to 12 months in advance.

    • Generally a copy of your passport is enough to book a flat.

    • Popular flats can be taken within 24–48 hours of listing, so prompt decisions help secure your choice.

    • Flats are booked on a first-come, first-served basis once the holding fee is paid. If your preferred option is taken, our team will propose similar alternatives.

    • In Shanghai, apartment sizes are often listed larger than the actual usable space.

      This is because the official measurement usually includes public and shared areas of the building, such as stairwells, hallways, or lobbies.

      As a result, the effective living space is typically around 70–80% of the announced size — for example, a “100m² apartment” may in reality offer about 70–80m² of private, usable area.

Fees, Payments & Deposit

Find all your answers in one place with our dedicated FAQ about our real-estate services for market apartment (for FlexPals solution, check the next section) for more, contact us on WhatsApp or by email at hello@here-group.com.

    • 1 month deposit (security deposit) + 1 month rent in advance (first rental month), plus FlexPals one-time fee (50% of one month rent).

    • The security deposit is equal to one (1) month rental cost, the security deposit shall be made to book the accommodation. The security deposit is fully refundable at the end of your stay (minus any deductions due to regularization, damages to the property, etc.). Also note that the security deposit will always be refunded in the local currency (CNY).

    • The first installment is the total amount you need to pay before moving into the apartment. The first installment is always equals to one (1) security deposit + one (1) month rent.

    • The FlexPals service fee is a one-time payment charged by Here Real-Estate Agency when you rent a flat . It covers the end-to-end support provided during your flat search and lease process.

      • What does the fee include?

        • Personalized apartment search

        • Scheduling and attending viewings (virtual or in-person)

        • Negotiating rent and lease terms with landlords

        • Preparing bilingual contracts

        • Assisting with lease signing, deposit handling, and move-in coordination

        • Ongoing communication support with landlords during your lease

        How much is it?

        • The standard fee is 50% of one month’s rent

        • With minimum fee applicable of CNY3,000 for individual room

    • A monthly management fee of CNY400 per month and per tenant is applicable covering the following:

      • Wifi

      • Utilities (capped to CNY200 per month and per tenant)

      • Bi-monthly cleaning and bedsheets change

    • We are offering multiple payments solutions at Here Real-Estate Agency with payments supported in both local currency (CNY) and EUR / USD. Payments can be made as follows:

      • Alipay/WeChat Pay: by linking your bank card to Alipay and WeChat APP

      • Bank Transfer: payment supported in EUR / USD only (1.50% fee applicable)

      • Cash: payment by cash in the local currency in CNY

      • Local Bank Transfer: using local Chinese banks in CNY

    • The deposit is refundable minus damages or unpaid utilities. FlexPals fees are non-refundable. Leave-through or lease break penalties may apply.

Lease & Legal Terms

Find all your answers in one place with our dedicated FAQ about our real-estate services for market apartment (for FlexPals solution, check the next section) for more, contact us on WhatsApp or by email at hello@here-group.com.

    • Lease contracts are bilingual (Chinese & English) and signed digitally. We review terms such as rent escalation, termination clauses, and landlord responsibilities. In most cases, we are using our own template for maximum transparency and favorable terms for our clients.

    • Yes. Foreigners must register their address within 24 hours of arrival. Our team will guide you with the overall process. Failure to register can affect visas and results in fines.

    • Fapiao can be issued with additional 1% service fee.

    • Yes — we’ll coordinate the payment and fapiao issuing directly with your HR or finance team.

    • Our teOur team will support you to renew the lease contract by renegotiating the terms with the landlord, please note the following one-time fee:

      • Individual Room / Studio / 1 bedroom apartment: CNY1,500

      • Full unit starting from 2 bedrooms apartment: 50% of the first commission amount

    • In the event where the tenant will have to breach the lease contract (for any reason), please contact us so we can handle the situation, please note the following two scenarios when it comes to breaching a lease contract:

      • No replacement: if no replacement is found (meaning new tenant) to take over the lease contract, FlexPals will retain the security deposit

      • Replacement: if you have found a new tenant to take over the lease contract, FlexPals will give you back the security deposit, please note the following one-time fees:

        • Self replacement (you have found a new tenant by yourself): 50% commission applicable of one (1) month rental costs (or CNY3,000 for rooms) to be paid by the new tenant to Here.

        • Here real-Estate Agency Support (Here have found a new tenant): 50% commission applicable of one (1) month rental costs (or CNY3,000 for rooms) to be paid by the current tenant to Here with additional 50% commission applicable of one (1) month rental costs (or CNY3,000 for rooms) to be paid by the new tenant to Here.

Move-In, Utilities & Maintenance

Find all your answers in one place with our dedicated FAQ about our real-estate services for market apartment (for FlexPals solution, check the next section) for more, contact us on WhatsApp or by email at hello@here-group.com.

    • When it comes to renting a flat in Shanghai and China, most flats are partially furnished and equipped as follows:

      • When it comes to renting a flat in Shanghai and China, our FlexPals flats are fully furnished and equipped as follows:

        • Furnitures: All flats comes fully furnished with all essential furnitures such as:

          • Bed

          • Table

          • Chair

          • Cabinet

          • Sofa

          • The list is furnitures is varying per flat, always ask our agent to double confirm what is included.

        • Equipment: All flats comes fully equipped with all essential equipment such as: 

          • Fridge

          • Stove

          • Washing machine

          • The list is equipments is varying per flat, always ask our agent to double confirm what is included.

        • Beddings & Towels: beddings (duvet, cover, bedsheets, etc.) are included, towels are included as well.

        • Consumables & Essentials: kitchen (cutlery, plates, etc.) essentials are always included, but bathrooms (shower gel, toilet paper etc.) essentials are not included.

    • The check-in and check-out are critical moments during your stay with Here Real-Estate agency. During the check-in, our team of local agents will be here to accompany you in this process.

      Few tips for the check-in: take pictures and videos to avoid future litigations with the landlord when the check-out time comes. Same goes during the check-out: take pictures and videos to avoid extra litigation with the landlord after the check-out.

      Please note that all outstanding amounts will be deducted from the security deposit such as: utilities fees, unpaid rent amount, unpaid service fee, etc.

      For more, visit our dedicated articles here:

    • FlexPals will handles the repairs; repairs may take up to 48 hours. Utilities are billed monthly and included in our FlexPals solution (capped at CNY200 per month and per tenant, regularization (if any) will be made at the end of your stay).

    • WiFi is always included in our FlexPals solution.

    • The recurring services under FlexPals accommodations are the following:

      • Bi-monthly cleaning of the common areas

      • Bi-monthly change and cleaning of your beddings

      • High speed Wifi

      • Utilities (capped to CNy200 per month and per tenant)

    • Smoking is prohibited within the FlexPals apartment, a fine of CNY2,500 is applicable per breach. Pets are prohibited within the FlexPals apartment, a fine of CNY2,500 is applicable per breach.


Additional Information

Find all your answers in one place with our dedicated FAQ about our real-estate services for market apartment (for FlexPals solution, check the next section) for more, contact us on WhatsApp or by email at hello@here-group.com.

    • Yes — tenants can book a pickup service from Pudong or Hongqiao airport. We’ll coordinate it based on your landing time. The price of the airport pick-up is CNY500 for up to 2 people and CNY800 for a van for 3 people.

    • Yes — we offer self check-in options and key handover instructions via WhatsApp/WeChat.

    • No, but we recommend getting coverage for your valuables. Some international banks or relocation packages include it.

    • Yes — all buildings have front-desk security and locked main entrances.

    • In Shanghai, cockroaches and other small pests are common due to the city’s warm, humid climate and the age of many residential buildings.

      Even with a clean apartment, they can enter through pipes, drains, or common building areas.

      Regular cleaning, proper food storage, and occasional pest control treatments are the best ways to minimize them.

      Also note that pest and bugs are especially there during the summer time (July, Auguts and September).

Close-up of a young man with short brown hair, smiling, wearing a navy blue sweater, against a light beige background.

Still have some Questions?

A woman with long, wavy brown hair wearing a white blouse with a bow tie and colorful earrings, smiling against a beige background.

Don’t worry! We are here for you, feel free to contact us on WhatsApp directly by clicking the below button or contact us as well by email at hello@here-group.com.

We will come back to you in no-time with all the answers for you to enjoy a hassle-free stay with us in Shanghai.

Green WhatsApp chat button with white phone icon and text 'Chat on WhatsApp'.