You pay utilities to the landlord, not to the agency.

• The agency handles the service fee and normally the security deposit.

• Utilities are always settled directly between you and the landlord under the contract.

Depending on the property, utilities may include some or all of the following:

• Electricity

• Water

• Heating (district heating, central heating, gas, electric heating or heating oil)

• Gas (for cooking, hot water and/or heating)

• Waste collection and disposal

• Municipal and city charges

• Sewer and drainage

• Building and common area costs (staircase, elevator, lighting, management, “pričuva”)

• Internet, TV and telephone packages

• Parking or garage fees (if applicable)

• Other running costs linked to the use of the property

The exact list of utilities you must pay is always defined in your Tenancy Agreement and/or offer.

Utilities (also called bills, overheads or running costs) are the ongoing costs for using the property, in addition to the monthly rent. They are related to your actual use of the apartment/room/house during your stay.

Utilities are separate from:

• the HomeInZagreb service fee

• the security deposit

Because cleaning is subjective and influenced by personal and cultural standards:

• HomeInZagreb cannot be held responsible for every individual opinion about cleanliness.

• The landlord (and their cleaning providers) are responsible for:

  • how the property is cleaned before you move in,

  • any additional cleaning work they decide to perform.

If you are unhappy with the cleaning:

1. Take clear photos.

2. Contact the landlord (and copy the agency).

3. Describe specific issues (for example: “grease on the oven”, “mould in the shower corner”), not just “it is dirty”.

HomeInZagreb will help with communication and try to mediate, but:

• we do not control the cleaning company,

• we do not set a personal or cultural “perfect standard”,

• we cannot guarantee that the landlord will provide cleaning that matches every individual tenant’s expectations.

Practical tips for tenants

• Expect a normal, reasonable level of cleanliness, not a brand-new or hotel-level deep clean.

• If something feels unacceptable, document it immediately and communicate early.

• Do small, regular cleanings during your stay – this protects your comfort and your deposit.

• If you want a higher cleaning standard than what is provided, you can always arrange an additional professional cleaning at your own cost.

• Before move-out, either:

  • clean thoroughly yourself back to move-in level, or

  • book a professional cleaning service if you prefer.

• Take photos after you finish cleaning at move-out as your own proof of the condition.

The landlord and/or their chosen cleaning company are responsible for the cleanliness of the property before you move in.

• HomeInZagreb does not own the properties.

• HomeInZagreb does not perform the cleaning itself.

• HomeInZagreb’s role is to advertise the property and coordinate between landlord and tenant.

This means:

• If you feel the property is not clean enough when you arrive, the landlord or their cleaning company is responsible for correcting it, not the agency.

• HomeInZagreb can help with communication, but we cannot be held responsible for the exact level or style of cleaning.

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.

You can receive your deposit back after:

• Rent amounts according to the tenancy agreement has been paid
• Bills(utilities) for the property have been paid, delivered and calculated
• The tenancy has ended according to the end rental dates
• The check-out inspection has been completed
• All rent, utilities and other agreed charges have been paid.

The landlord checks the condition of the property and reports to the tenants and sometimes the agency. If there is no damage and no unpaid amounts, the full deposit is returned to you. 

If there is damage or unpaid amounts, the corresponding costs may be deducted from the deposit, and the remaining balance (if any) is returned to you.

In some cases, and only if you and the landlord/agency agree, the final utilities for the last month can be deducted from the deposit instead of being paid separately. This must be clearly agreed in advance.

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.

The security deposit can be used, for example, to cover:

unpaid rent,
unpaid utilities or other charges related to the tenancy,
damage to the property, furniture or equipment beyond normal wear and tear,
missing or broken items, keys, access cards or remotes,
extra cleaning if the property is not left in an acceptable and reasonably clean condition,
costs or fees that arise if you break or end the contract earlier than agreed, as described in your Tenancy Agreement.

You cannot use the deposit to pay your regular monthly rent or utilities during the tenancy. Monthly payments must still be paid on time, as agreed in the contract.

The security deposit is an amount of money you pay before moving in, as a financial guarantee for the landlord and the agency.

You do not pay this to the landlord directly – the deposit is paid to the agency and held as security for your obligations under the Tenancy Agreement.

The security deposit is separate from the monthly rent, utilities and the HomeInZagreb service fee. It is not a prepayment of rent.