Because we are not the owners.

We cannot:

• Order repairs, replacements or renovations without the landlord’s approval

• Change furniture, equipment, internet provider or utility setup on our own

• Offer refunds or rent reductions on the landlord’s behalf without agreement

We can:

• Forward your request and clearly describe the problem

• Advise both sides on what is reasonable

• Push for a solution within what is possible

• Help document issues (photos, written reports) and keep communication clear

But the final decision and cost approval always belong to the landlord.

The landlord is the owner of the property. The landlord is responsible for:

• The condition and maintenance of the apartment/room

• Furnishing and equipment (what is included and at what level)

• Choosing and paying for utilities and service providers (internet, TV, etc., unless utilities are in your name)

• Approving bookings and extensions

• Signing the Tenancy Agreement with you

• Arranging or approving repairs in the property

HomeInZagreb helps coordinate these things, but the final decision always belongs to the landlord.

You should inform your landlord first, and then if the problem persists or if you need any additional support you can inform HomeInZagreb as well.

However, it’s important to understand:

• HomeInZagreb will

  • listen to your concern,

  • help you document the issue,

  • inform the landlord and suggest solutions,

  • explain what is and isn’t covered by the contract.

• But HomeInZagreb cannot be held responsible for:

  • structural issues in the building,

  • landlord’s choice of furniture, decoration, or internet speed,

  • delays from external providers (internet, electricity, etc.),

  • any decision a landlord is legally allowed to make under the contract.

We act as a mediator and support, not as the owner.

It depends on the type of problem:

• Property issues (appliances, heating, plumbing, windows, furniture, general condition)
  → Responsibility of the landlord.
  → HomeInZagreb can help coordinate, but cannot perform repairs or make decisions instead of the owner.

• Administrative / booking / payment process questions (service fee, deposit handling, contract process, cancellation policy)
  → Responsibility of HomeInZagreb, as your agency.

In all cases, you can inform both:

• the landlord for practical/technical issues, and

• HomeInZagreb if you need help with communication or understanding the process.

You normally sign:

• a Tenancy (Lease) Agreement with the landlord, and

• a Client / Service Agreement or accept the terms & conditions with HomeInZagreb for our agency services.

The Tenancy Agreement governs your legal relationship about the property with the landlord.
HomeInZagreb’s agreement governs our services, fees and processes.

HomeInZagreb:

• advertises and promotes the properties,

• matches tenants and landlords,

• helps with booking, documentation and tenancy agreements,

• supports communication between tenant and landlord,

• gives general guidance before, during and after your stay.

We do not own the property, we do not choose the internet provider, furniture or renovation details, and we cannot unilaterally change the landlord’s decisions.

No. HomeInZagreb does not own any of the apartments or rooms.

We work as an intermediary (agency) between you, the tenant, and the property owner (landlord).

The apartments are always owned by individual landlords or companies, not by HomeInZagreb.

You must inform the landlord of your departure date and approximate time at least 7 days in advance.

In practice:

• If your contract has a fixed end date, you should still confirm your exact check-out day and time at least one week before leaving.

• If you are considering leaving earlier than the contract end date, there may be financial consequences (see Rent & Cancellation FAQs).

To report issues effectively:

• Send a written message (email or agreed channel) to the landlord

• Include clear photos and short descriptions of each problem,

• Group issues in one email or form if possible (kitchen, bathroom, bedroom…).

The more specific and documented your message is, the easier and faster it is to resolve.

Check out the DAMAGE section

From the moment you take possession of the property, you have 48 hours to:

• check for defects or issues with appliances, equipment and furniture, and

• notify the landlord in writing (and copy HomeInZagreb if needed).

Examples of what you should report within 48 hours:

• appliances not working,

• major stains or damage that were already there,

• serious cleaning problems that make rooms unusable

Check out the MOVE IN section

Check out the DAMAGE section

• The internet contract is always between the landlord and the internet provider.

• That means only the landlord (or the person on the contract) can contact the provider to report issues, request support, or change the package.

If your Wi-Fi is not working or is unstable, please:

1. First try the basics:

   • restart the router,

   • check if the cables are plugged in,

   • test with another device if possible.

2. If it still doesn’t work:

   • inform your landlord in writing (and you can copy HomeInZagreb for information),

   • describe the problem (no signal, very slow, disconnecting, etc.),

   • the landlord can then contact the internet provider and arrange troubleshooting.

HomeInZagreb cannot call the provider on your behalf and cannot guarantee how quickly the provider will resolve the issue.

Wi-Fi and internet speed are not controlled by HomeInZagreb and, in most cases, cannot be guaranteed by the landlord either.

Several factors affect your internet speed and stability, such as:

• the internet package chosen by the landlord with the provider,

• the building and area infrastructure (cables, signal quality, distance to exchange),

• network congestion (how many neighbours and devices are online at the same time),

• the router quality and its placement inside the apartment,

• the type of device you use (phone, laptop, old hardware, etc.).

Because of all these external factors, neither HomeInZagreb nor the landlord can be held responsible for the exact Wi-Fi speed or for temporary slow connections, as long as the service is active and functioning according to the provider’s standards.