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.

And after we confirm all the details with your landlord.

Yes, absolutely.

Your parents (or another person/company) can pay the service fee and deposit for you. This is very common.

Even if your parents pay:

• you are still the tenant,

• you sign the Tenancy Agreement (if you are an adult), and

• you are responsible for rent, utilities, cleaning and behaviour in the property.

The person who pays is helping you financially, but the legal responsibility for the tenancy stays with you.

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.

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.

No.

• You do not pay the service fee or deposit before the landlord accepts your inquiry.
• Only after the landlord confirms that they are happy to accept your booking for the proposed dates will HomeInZagreb send you a payment request for the service fee and deposit.

The service fee is the payment for HomeInZagreb’s agency services, not for the property itself.

• Rent is paid to the landlord for the use of the apartment/room.

• The deposit is held as a financial guarantee for damage or unpaid obligations.

• The service fee is paid to HomeInZagreb for:

  • finding the property,

  • matching you with the landlord,

  • coordinating the booking and contract,

  • supporting you before and during your stay.

Without the service fee, HomeInZagreb would not be able to provide these services or maintain the support system for tenants and landlords.

Yes. The service fee is charged:

• for each new booking, and

• for each extension of your stay.

When you extend (for example for another semester or year), HomeInZagreb again performs work: checking availability, negotiating with the landlord, preparing a new contract or extension and coordinating the process. That is why a new service fee applies.

For multi-year extensions, a discount on the service fee may be offered and will be clearly stated in your offer.

The service fee amount depends on:

the type of accommodation (room, apartment, studio, etc.),

the length of your stay, and

whether it is a new booking or an extension (with possible discounts for multi-year extensions).

The exact service fee is always clearly shown in your offer, confirmation email or invoice before you pay.

In general, the service fee is non-refundable.

According to the cancellation rules:

• If you cancel within 48 hours of your first payment, you can receive a refund of what you paid minus a €50 administrative fee.

• If you cancel after 48 hours, the service fee is strictly non-refundable, regardless of the reason.

After 48 hours, even if you cancel, the service fee remains with HomeInZagreb because the agency work (search, matching, reservation, coordination) has already been done.

The service fee typically includes:

• Search and matching based on your request (budget, location, dates, preferences)

• Reservation handling and blocking the apartment/room once approved

• Communication and coordination between you and the landlord (and, if relevant, your school/organisation)

• Support with documents and contracts (Tenancy Agreement, information about rules and procedures)

• Basic check-in assistance and move-in coordination

• Ongoing basic support during your stay for questions related to the tenancy, payments and communication with the landlord

The service fee is separate from rent, utilities and the security deposit.