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At HomeInZagreb, we want calm, safe and respectful cooperation between tenants, landlords and our team.

We work with international students, young professionals, local landlords, companies, universities and partners. Most people are responsible and respectful. This Code of Conduct explains what we expect from everyone and when we may decide not to work with someone.

HomeInZagreb is not for everyone.

We do not want constant conflict, aggression, harassment or disrespect. We want to work with people who are ready to follow rules, respect others, care for property and communicate calmly.

This Code applies to:

  • tenants and prospective tenants
  • landlords and property representatives
  • parents, guardians or third-party payers involved in the process
  • companies, universities, partners or other clients communicating with HomeInZagreb
  • anyone using HomeInZagreb services or communicating with our team

1. Core Principles

By working with HomeInZagreb, you agree to respect people, property, agreements and the law.

Everyone is expected to communicate honestly and calmly, even when there is a problem.

This means:

  • no insults, threats, discrimination or harassment
  • no aggressive, intimidating or abusive behavior
  • no false or misleading information
  • no pressure to ignore agreed rules or legal obligations
  • no behavior that creates unnecessary risk for tenants, landlords, neighbors, buildings or the HomeInZagreb team

We expect all parties to follow the rules of the Republic of Croatia, relevant EU rules, building rules, rental agreements, house rules and written instructions related to the property or booking.

2. Expectations for Tenants

As a tenant or prospective tenant, you are expected to use the property responsibly, respect neighbors and communicate clearly.

2.1 Behavior in the Property and Building

Tenants are expected to:

  • respect quiet hours and building rules
  • avoid parties, large gatherings and excessive noise
  • respect neighbors, roommates and common areas
  • avoid smoking inside the property unless clearly allowed in writing
  • avoid illegal, unsafe or disruptive behavior
  • avoid unauthorized guests, pets, subletting, short-term rental or commercial use where prohibited
  • keep keys, access cards and entry codes secure

The property is not only a private living space. It is also part of a building and neighborhood where other people live.

2.2 Cleaning, Ventilation and Maintenance

Tenants are expected to keep the property reasonably clean and cared for during the stay, not only before move-out.

Tenants should:

  • clean kitchen, bathroom, floors and visible surfaces regularly
  • ventilate regularly to reduce humidity and mold risk
  • heat and use the property responsibly
  • avoid damage caused by negligence, misuse or lack of care
  • report serious problems, defects, leaks, mold, safety issues or appliance problems promptly
  • keep written records, photos or videos when reporting important issues

Lack of cleaning, poor ventilation or misuse of the property may cause damage, deposit deductions or other consequences under the rental agreement.

2.3 Payments and Documents

Tenants are expected to pay agreed amounts on time and provide correct information.

This includes:

  • paying rent and utilities to the landlord as stated in the rental agreement or payment instructions
  • paying the HomeInZagreb service fee and security deposit according to the offer and deadlines
  • keeping payment confirmations
  • not treating the security deposit as rent or utilities during the stay
  • providing accurate personal data and documents when reasonably requested for booking, contract, payment or administrative purposes

The tenant is responsible for checking any visa, residence, stay registration, study, work, travel or other administrative requirements that may apply to their stay in Croatia.

2.4 Communication and Attitude

Tenants are expected to communicate respectfully with landlords, roommates, neighbors and HomeInZagreb.

If parents, guardians or third-party payers are involved, they may support the tenant, but the adult tenant remains the main contact and legal party to the rental relationship unless otherwise agreed in writing.

Tenants should ask questions when something is unclear, but should also accept that some requests may not be possible. This may include date changes, extra furniture, exceptions to house rules, special payment arrangements or changes that the landlord does not accept.

Important issues should be communicated in writing, not only through informal verbal communication.

3. Expectations for Landlords

As a landlord or property representative, you are expected to provide accurate information, a properly prepared property and respectful communication.

3.1 Property Condition and Safety

Landlords are expected to:

  • provide the property clean, functional and habitable at move-in
  • ensure that included furniture, appliances and equipment are in working order
  • provide accurate information about the property, availability, rent, utilities, deposit, cleaning, rules and registration support
  • handle structural, technical, safety and major appliance issues in a reasonable time, unless damage is clearly caused by tenant misuse
  • follow applicable laws, building rules and rental obligations

The landlord remains responsible for the property and for ensuring that the property matches the confirmed listing and rental agreement.

3.2 Fair Treatment and Communication

Landlords are expected to treat tenants with respect, without discrimination, harassment, intimidation or aggressive behavior.

Landlords should:

  • communicate expectations clearly from the beginning
  • explain house rules, guest policy, cleaning expectations and utility arrangements before or at the start of the stay
  • use written communication for important matters
  • respond reasonably to reported issues
  • avoid shouting, insulting, threatening or pressuring tenants
  • respect the tenant’s privacy and give reasonable notice before entering the property, except in urgent situations

Good communication does not mean every issue must be solved immediately. It means there should be a response, a plan and a written record where appropriate.

3.3 Respecting Agreements and Listing Conditions

Landlords are expected to respect the rental agreement, booking confirmation and property conditions shown or confirmed before booking.

Landlords should not request payments, conditions or changes that contradict the signed agreement, confirmed booking terms or applicable law.

If important property details change, the landlord should inform HomeInZagreb before the property is offered or confirmed to a tenant.

This includes changes to:

  • price
  • availability
  • rental duration
  • deposit
  • utilities
  • cleaning conditions
  • equipment or amenities
  • house rules
  • registration support
  • energy information
  • move-in or move-out arrangements

Deposit deductions should be fair, transparent and connected to real damage, unpaid rent, unpaid utilities, missing items, cleaning costs or other documented obligations.

4. Expectations in Communication with HomeInZagreb

HomeInZagreb is here to help coordinate, explain and support the process. Our team should not be treated as a target of frustration.

We expect tenants, landlords and other clients to:

  • use a professional and calm tone in emails, messages and calls
  • avoid profanity, insults, threats or aggressive language
  • provide accurate information
  • allow reasonable time for coordination and fact-checking
  • understand that not everything can be solved immediately
  • accept that sometimes the answer may be “no” or “not possible”
  • respect our working hours and communication channels

HomeInZagreb is not a 24/7 emergency service. In urgent safety, police, fire, medical, gas, water, electricity or other emergency situations, users should contact the relevant public authority, emergency service, landlord, utility provider or building contact as appropriate.

5. Unacceptable Behavior

HomeInZagreb may decide to refuse or stop cooperation with users who show unacceptable behavior.

This may include:

  • repeated non-payment or serious payment delays without communication
  • aggressive, threatening, discriminatory or abusive behavior
  • harassment of tenants, landlords, neighbors, partners or HomeInZagreb staff
  • repeated violation of house rules
  • parties, excessive noise, smoking, damage or unsafe behavior where prohibited
  • repeated dishonesty or hiding important facts
  • false information, fake documents or misleading statements
  • unauthorized subletting, short-term rental or commercial use
  • refusal to follow signed agreements or confirmed booking terms
  • behavior that creates safety, legal, reputational or operational risk
  • failure to follow applicable legal, residence, registration or administrative obligations

HomeInZagreb is not obligated to work with everyone.

If a client repeatedly creates problems, refuses reasonable communication or behaves in a way that is not aligned with this Code, we may decide not to continue cooperation, refuse new bookings, refuse new listings or end the brokerage/support relationship where appropriate.

6. Our Right to Refuse or End Cooperation

To protect tenants, landlords, neighbors, partners and our team, HomeInZagreb reserves the right to:

  • refuse new bookings or listings from clients whose behavior is not aligned with this Code
  • stop mediation if communication becomes abusive, unsafe or unreasonable
  • refuse future inquiries from a tenant, landlord or client who has previously caused serious problems
  • limit communication to written channels where necessary
  • inform relevant parties if behavior may involve safety, legal or serious operational risk
  • take reasonable steps to protect HomeInZagreb, our team, tenants, landlords and partners

This does not replace legal rights under Croatian law or the courts. It means that HomeInZagreb is not required to remain involved in every conflict, especially where people do not respect basic rules.

7. Legal and Administrative Responsibilities

Tenants, landlords and other users are responsible for knowing and following the legal and administrative obligations that apply to them.

This may include Croatian law, EU rules, rental obligations, building rules, payment obligations, tax obligations, residence or stay registration obligations, visa or travel requirements, safety rules and other relevant requirements.

HomeInZagreb may provide general practical information, but does not provide legal, immigration, tax or official administrative advice.

For visa, residence, stay registration or similar questions, tenants should check official sources directly, including MUP, the relevant Croatian embassy or consulate, their university, employer or another competent authority.

HomeInZagreb is not responsible for changes in public authority procedures, different interpretations by authorities, or a user’s failure to check and follow their own legal or administrative obligations.

8. Our Goal

Our goal is simple.

For tenants, we want a safe, clean and stable home where they can study, work and live comfortably in Zagreb.

For landlords, we want reliable tenants who pay on time, communicate respectfully and take care of the property.

For HomeInZagreb, we want to be a strong, fair and trusted local partner that supports both sides and reduces unnecessary problems.

If everyone follows this Code of Conduct, we all spend less time on conflict and more time on what matters: living well, renting responsibly and making Zagreb a good experience for everyone.