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.

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.

Changing dates after you have paid is much more complex and may be treated as:

• a change to the existing booking, or

• a cancellation of the original booking and a new booking, depending on how big the change is and what the landlord accepts.

Because the cancellation policy is strict, date changes after payment may have financial consequences, especially if they reduce the length of stay or move the start date.

If you need to change dates after payment:

• contact HomeInZagreb as soon as possible,

• we will speak with the landlord and explain what options exist,

• any final decision will be shown to you in writing.

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.

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.

If you do not pay the service fee and deposit by the deadline:

• your booking is not confirmed, and

• the landlord and HomeInZagreb may release the property and offer it to other tenants.

If you need more time, you must contact HomeInZagreb before the deadline. If we agree on an extension in writing, we will adjust your deadline. If not, the provisional reservation may expire automatically.

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.

Once the landlord has accepted your inquiry, HomeInZagreb will send you a payment request (offer/invoice) for the:

• service fee (paid to HomeInZagreb), and

• security deposit (usually held by HomeInZagreb on behalf of the tenancy but transferred to the landlord bank account).

You must pay the service fee and deposit within the deadline indicated in the email/offer.

If you do not pay by the deadline and do not request any extension, the provisional reservation may be automatically cancelled.

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.