How it works

We are available for the entire duration of your stay, not just at booking.

You can contact us if:

• you have questions about your contract, payments, or obligations,

• there are communication issues with the landlord,

• you are unsure what to do about repairs, cleaning, check-in/check-out,

• you are planning an extension or early departure and want to understand the process.

We do our best to answer quickly, give you clear information, and if needed, talk to the landlord on your behalf.

We completely understand that parents want to help – and that’s very normal.

However, if you are an adult student or young professional, we kindly ask that you are the main person in communication with HomeInZagreb.

During your stay, we will be in contact with you, not your parents, about things like:

• paying rent and utilities on time,

• cleaning and taking care of the property,

• following the house rules,

• arranging move-in and move-out.

Because you are the one living in the apartment and held responsible for everything, it’s important that you are also the person who:

• reserves the apartment,

• understands the conditions, and

• receives our emails and instructions directly.

Your parents are very welcome to support you, explain things and advise you, but we encourage you to handle the booking as an adult, with their help in the background if needed.

No.

When the landlord accepts your inquiry, the property is provisionally reserved for you, but the booking is not yet fully confirmed.

Your booking becomes fully confirmed only when:

1. You receive a payment request for the service fee and security deposit,

2. You pay the service fee and deposit within the given deadline, and

3. HomeInZagreb sends written confirmation documents to both you and the landlord.

Before these payments are received and confirmed, the landlord and HomeInZagreb may still offer the property to other interested tenants if you do not proceed.

Yes.

Your booking is considered confirmed when:

• the landlord accepts your inquiry, and

• you pay the service fee and security deposit within the deadline, and

• you receive our booking confirmation.

From that moment, the apartment is reserved for you from the agreed start date, and the Cancellation Policy and agreed conditions already apply.
The Tenancy Agreement that you sign a few days before arrival is based on these same terms.

You do not pay the service fee just for sending preferences or asking for advice.

You pay the service fee only when you book a specific property from our offer or you extend your stay in one of our properties.

And after we confirm all the details with your landlord.

No, they are three completely different things:

• Rent – paid to the landlord, usually every month.
• Service fee – a one-time agency fee for finding and securing the property, paid to HomeInZagreb when you book or extend.
• Security deposit – money held as a guarantee for damage/unpaid amounts, usually held by the landlord and returned according to the contract.

Rent does not replace the service fee or deposit, and the service fee/deposit do not replace rent.

No.

• You do not pay the service fee or deposit before the landlord accepts your inquiry.
• Only after the landlord confirms that they are happy to accept your booking for the proposed dates will HomeInZagreb send you a payment request for the service fee and deposit.

The service fee is not a monthly payment.

The service fee is a one-time payment per booking or per extension:

• one service fee when you start your stay in a property, and

• one service fee when you extend that stay (if you decide to extend).

You do not pay the service fee every month.

The service fee typically includes:

• Search and matching based on your request (budget, location, dates, preferences)

• Reservation handling and blocking the apartment/room once approved

• Communication and coordination between you and the landlord (and, if relevant, your school/organisation)

• Support with documents and contracts (Tenancy Agreement, information about rules and procedures)

• Basic check-in assistance and move-in coordination

• Ongoing basic support during your stay for questions related to the tenancy, payments and communication with the landlord

The service fee is separate from rent, utilities and the security deposit.

After HomeInZagreb receives your service fee and deposit:

• We send a booking confirmation to you and to the landlord.
• We prepare and coordinate the Tenancy (Lease) Agreement between you and the landlord.
• We confirm your move-in date and start organising the check-in (time, meeting point, key handover).

From this moment, your booking is considered confirmed, and the cancellation policy and other agreed conditions apply.