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.

Right after move-in, within the first 48 hours, you should:

• Quickly review the main rooms and equipment,
• Take photos of the condition and meter readings (if applicable)
• Report any problems as described above.
• Inform the landlord if there are any problems.

Check out the MOVE IN section

On your move-in day, you will usually meet your landlord (and sometimes a member of the HomeInZagreb team) at or in front of the property at the agreed time.

Welcome & meeting point
You meet the landlord / our representative at the property. Please make sure to inform the landlord and/or our team immediately if your arrival time changes (flight delays, traffic, etc.), so we can adjust the check-in time.

Key handover
The landlord or our team member will hand over the keys and confirm how many sets of keys you receive and how to use them (building door, mailbox, garage, etc.).

Tour of the property
You will get a short tour of the apartment/room/house: main rooms, appliances, heating/cooling, hot water, rubbish disposal, and any important building details.

Instructions & rules
The landlord usually stays a bit longer to:

• explain how to use appliances and amenities (heating, washing machine, internet router, etc.),
• go through house rules (quiet hours, smoking, guests, common areas),
• answer any initial questions you might have.

This is a good moment to ask questions, clarify anything you don’t understand, and make your own notes or photos of meter readings and the general condition of the property.

Check out the MOVE IN section

Your move-in is considered confirmed when:

• You have received a formal confirmation email from HomeInZagreb with your property details and start date, and
• All required initial payments and documents have been received, and
• Your Tenancy Agreement is signed.

The move in date & time are scheduled few days prior to your arrival, the most important thing to do is inform HomeInZagreb on your exact arrival time and date as soon as you know it.

Check out the MOVE IN section

Before you can receive the keys and move into the property, you must have:

Paid all required upfront amounts, which typically include

• first month’s rent (to the landlord) if the date is due prior to move in
• security deposit (to HomeInZagreb),
• service fee (to HomeInZagreb),
• sign the Tenancy Agreement
• Provided the required documents (e.g. ID/passport, proof of studies or employment, and any other documents requested in your offer).
• Confirmed your arrival date and approximate time with HomeInZagreb / the landlord in advance (as early as possible so check-in can be organised)

If any of these points are missing, check-in may be delayed or rescheduled.

Check out the MOVE IN section

• This cancellation policy is governed by the laws of the Republic of Croatia.

• All disputes are handled by the competent court in Zagreb.

All cancellations must:

• be made in writing,

• be sent by email to: office@homeinzagreb.com.

Important:

• Verbal or informal messages (e.g. WhatsApp, SMS, phone calls, social media) are not valid for cancellation.

• The effective date of cancellation is the date when HomeInZagreb confirms receipt in writing (by email).

Cancellation is not considered active when you send the email, but when you receive written confirmation from HomeInZagreb.