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It depends on the property and the contract. Your Tenancy Agreement will state one of the following:

1. Utilities are included in the rent

2. Utilities are paid by consumption (based on actual bills)

3. Utilities are paid as a fixed / lump-sum amount, in addition to the rent

Always check your contract to see which option applies to you.

This is also visible during the booking/reservation for each property.

Yes, usually this is possible and simple.

If you realise that your dates are wrong or need adjustment before paying:

• contact HomeInZagreb,

• explain your new desired dates,

• we will check with the landlord again if the property is available for the new period.

This may result in a new acceptance by the landlord. There is no service fee impact as long as you haven’t paid anything yet.

However this does not guarantee that the landlord will accept new dates.

Yes, you can request a sample Tenancy Agreement.

The sample shows:

• how rent, deposit and utilities are described,

• the main rules about cleaning, damage, parties, guests, and early termination,

• which law and court apply.

The final agreement you sign will have:

• your full name and details,

• the exact property address,

• your start and end dates, and

• the specific conditions agreed with the landlord.

Usually, yes. The standard process is:

1. You pay the HomeInZagreb service fee and security deposit according to the offer.

2. You pay the first month’s rent to the landlord before or at the start of the tenancy (exact date is in the contract).

3. You then pay rent every month by the agreed due date.

Always check your offer and contract to know exactly when the first rent payment is due.

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.

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.

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.

Yes, the security deposit is refundable, provided that:

you have paid all rent, utilities and other charges, and you return the property in the agreed condition, without damage beyond normal wear and tear.

If there is unpaid rent or utilities, damage, missing items or other costs as defined in your Tenancy Agreement, part or all of the deposit may be kept to cover these costs. You will be informed about any deductions and the reason for them.

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.

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.

Switching to another property after your booking is confirmed is usually treated as:

• cancelling the original booking, and

• creating a new booking for the new property.

Because of the strict cancellation policy, this may mean that:

• your service fee is not refundable, and

• the deposit may only be refunded under specific conditions (for example, if a replacement tenant is found and approved).

If you are considering switching properties, contact HomeInZagreb first, and we will explain your options and any possible costs.

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.

If the landlord declines your inquiry:

• you do not pay the service fee or deposit for that property,

• HomeInZagreb can suggest other similar properties based on your dates, budget and preferences.

You only pay once a property is accepted by the landlord and you decide to proceed with the booking.

You normally pay the security deposit:

• after your booking is approved and before you move in.

In most cases you pay the deposit together with, or immediately after, the service fee.

HomeInZagreb will send you clear payment instructions (bank transfer or online payment link). Your booking is only fully confirmed after the security deposit (and service fee) has been paid within the deadline stated in the offer or email.

You pay the service fee:

• when you book a property for the first time, and

• again each time you extend your stay (for example another semester or another year).

The service fee is always paid before move-in or before the start of the extension, within the deadline written in your offer/confirmation.

The final Tenancy Agreement is usually drafted and sent a few days before your arrival and move-in date.

First we:

• confirm your booking with the landlord,

• receive your service fee and security deposit, and

• register all your final dates and details.

Once everything is clear and up to date, we prepare the contract and send it to you to review and sign.

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.

In many cases, our properties are occupied until shortly before your arrival, so it is not always possible to organise in-person viewings, especially for international tenants.

Because our team is small but very efficient, and we support a large number of clients, we unfortunately cannot spend full days showing multiple properties in person. Organising many individual viewings is very time-consuming and would make the whole service more expensive for everyone.

Instead, we focus on:

• high-quality photos,

• clear descriptions and floor plans (where available),

• sometimes videos or virtual tours,

so that you can get a realistic idea of the layout and condition without needing a physical visit.

If a property is currently empty and available, and you are seriously interested in that specific property, we can try to organise a viewing directly with the landlord, depending on:

• the landlord’s availability, and

• the timing and logistics.

This is handled case by case and cannot be guaranteed for every property. Our priority is to use our time in a way that allows us to help as many tenants and landlords as possible, while keeping the service efficient and affordable.