Monday to Friday – 09:00 to 17:00 (local time).

During these hours we handle:

• booking confirmations and payments,

• contract and document preparation,

• coordination of check-ins and check-outs,

• support and communication with you and the landlords.

Outside these hours, our response may be delayed until the next working day.

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.

If our current portfolio:

• doesn’t match your dates,

• doesn’t fit your budget, or

• doesn’t have the features you need,

then, unfortunately, we may not be the right solution at that particular moment.

You can:

• ask us if there are new properties coming soon,

• check back later to see if our offer has changed,

• combine our options with other channels you are using.

We prefer to be honest and transparent rather than promise to “find something” when we know we only work with properties that are already in our system.

No. HomeInZagreb does not search the whole market on individual request for each tenant.

We work with a fixed portfolio of verified apartments and rooms from our partner landlords. You choose your accommodation from the properties we already have in our listing, instead of us going out and searching the city for a custom apartment.

No.

• The landlord’s responsibility is to provide correct information about the property and, when necessary, a properly prepared tenancy-related document that can be used for registration.

• HomeInZagreb’s responsibility is to act as an agency, help organise your accommodation and inform you in general about the need to register.

But:

• neither the landlord nor HomeInZagreb can be held responsible for your failure to register,

• nor for any issues with your visa, residence permit, or legal status in Croatia or the EU.

These matters are governed exclusively by Croatian and EU laws and are under the authority of public institutions, not private companies or landlords.

HomeInZagreb can:

• inform you in general terms about the need to register your stay,

• remind you that you may need a tenancy-related document (such as a notarized contract or landlord confirmation),

• encourage both you and the landlord to cooperate so that you can obtain the required paperwork.

HomeInZagreb cannot:

• register your stay on your behalf,

• act as a legal or immigration authority,

• guarantee that a specific document will be accepted by the police or other institutions,

• take responsibility for your visa, residence permit, deadlines or legal compliance.

Between your initial inquiry and your move-in date, HomeInZagreb:

• contacts the landlord and presents your profile and dates,

• confirms acceptance or rejection of your inquiry within 48 hours,

• sends and processes payments for the service fee and deposit,

• prepares and coordinates the Tenancy Agreement,

• sends confirmation documents to both landlord and tenant,

• helps organise the move-in (check-in time, key handover, main instructions),

• informs you about important rules and obligations (payments, registration of stay, basic house rules).

You always have HomeInZagreb as the main point of contact and coordinator in this process.

Once your service fee and deposit are received:

• HomeInZagreb and the landlord prepare the Tenancy (Lease) Agreement based on your rental dates and the agreed conditions (rent, utilities, deposit, house rules).

• You will receive the agreement to review and sign (electronically or in person, depending on the process).

• The landlord also signs the agreement.

The Tenancy Agreement is the main legal document that governs your stay.

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.

If you have any questions about the service fee (amount, payment deadline, what it includes, refund rules), you should contact HomeInZagreb directly, not the landlord.

You can reply to your offer/confirmation email or write to the official HomeInZagreb contact email, and our team will clarify everything related to the service fee and your booking.