Renting a property is not only about signing a contract, paying rent, or handing over keys. It also involves communication, trust, privacy, responsibility, property care, house rules, neighbors, documentation, and sometimes stressful situations.
That is why HomeInZagreb has a Code of Conduct.
Our Code of Conduct explains the basic standards of behavior we expect from everyone involved in the rental process: tenants, landlords, property representatives, parents, third-party payers, companies, universities, partners, and anyone communicating with HomeInZagreb.
It helps make cooperation safer, clearer, and more respectful for everyone.
What Is a Code of Conduct?
A Code of Conduct is a clear set of basic standards for how people are expected to behave, communicate, and cooperate.
For HomeInZagreb, it is not just a formal document. It is a practical guide that explains what kind of behavior is acceptable when people use our services, communicate with our team, or take part in the rental process.
The purpose is simple: to make the rental experience more professional, fair, and respectful.
A Code of Conduct does not replace the rental agreement, Croatian law, or official procedures. The signed rental agreement and applicable legal rules always remain important. However, the Code of Conduct explains the standard of behavior and communication we expect from everyone we work with.
Why Do We Use a Code of Conduct?
We use a Code of Conduct because renting can involve many people and many different expectations.
A tenant may be moving to Zagreb for the first time. A landlord may be renting a property to someone they have never met before. Parents or third-party payers may be involved in payments. Universities, companies, or partners may also communicate with us during the process.
When expectations are not clear, misunderstandings can happen quickly.
The Code of Conduct helps prevent this by setting the same basic standard for everyone from the beginning.
It explains that communication should be respectful, information should be accurate, payments should be made as agreed, properties should be used responsibly, and problems should be reported and handled in a reasonable way.
It also protects tenants, landlords, and the HomeInZagreb team from aggressive behavior, false information, harassment, discrimination, unsafe actions, repeated non-payment, or pressure to ignore rules or legal obligations.
In simple terms, we use it because HomeInZagreb wants to work with people who are respectful, responsible, honest, and cooperative.
Respect Is the Starting Point
The main idea behind the Code of Conduct is simple: everyone should communicate calmly, honestly, and respectfully, even when there is a problem.
Rental situations can sometimes be stressful. A payment may be delayed, a repair may take time, a move-in arrangement may need coordination, or a tenant and landlord may disagree about a certain issue.
However, stress is not an excuse for insults, threats, harassment, discrimination, aggressive behavior, misleading information, or pressure on others.
HomeInZagreb expects all parties to respect Croatian law, EU rules where relevant, rental agreements, building rules, house rules, and written instructions related to the property or booking.
What Tenants Should Understand
For tenants, the Code of Conduct is mainly about responsible living, clear communication, and respect for the property.
Tenants are expected to respect quiet hours, building rules, neighbors, roommates, and shared spaces. Parties, excessive noise, smoking where it is not allowed, unsafe behavior, unauthorized pets, unauthorized guests, subletting, short-term rental, or commercial use are not acceptable where they are prohibited.
A rental property is not only a private living space. It is also part of a building and neighborhood where other people live.
Tenants are also expected to care for the property during the stay, not only before move-out. This includes regular cleaning, ventilation, responsible use of heating and appliances, and early reporting of serious problems such as leaks, mould, safety concerns, appliance issues, or visible damage.
Good care during the stay helps prevent bigger problems later. Lack of cleaning, poor ventilation, misuse, or negligence can lead to damage, deposit deductions, or other consequences under the rental agreement.
Payments and documents are also part of responsible behavior. Tenants should pay agreed amounts on time, keep payment confirmations, provide accurate personal data when reasonably requested, and not treat the security deposit as rent or utilities.
For visa, residence, registration, study, work, or travel requirements, tenants are responsible for checking which rules apply to their own situation.
What Landlords Should Understand
For landlords, the Code of Conduct focuses on accurate information, a properly prepared property, fair treatment, and respectful communication.
Landlords are expected to provide the property clean, functional, and habitable at move-in. Furniture, appliances, and equipment included in the rental should be in working order. The property should match the confirmed listing and rental agreement.
Accurate information is essential. This includes rent, utilities, deposit, availability, cleaning rules, house rules, registration support, energy information, equipment, amenities, and move-in or move-out arrangements.
If something important changes, the landlord should inform HomeInZagreb before the property is offered or confirmed to a tenant. Changes after confirmation can create confusion and conflict, especially if they affect price, availability, utilities, equipment, registration support, or the tenant’s ability to use the property as expected.
Landlords are also expected to communicate respectfully with tenants. This means no shouting, insults, threats, intimidation, harassment, discrimination, or pressure. It also means respecting the tenant’s privacy and giving reasonable notice before entering the property, except in urgent situations.
Good communication does not mean that every issue must be solved immediately. It means there should be a response, a plan, and a written record where appropriate.
Communication With HomeInZagreb
HomeInZagreb helps coordinate, explain, and support the rental process. However, our team should not be treated as a target of frustration.
We expect professional and calm communication in emails, messages, and calls. This applies to tenants, landlords, parents, guardians, third-party payers, companies, universities, and other clients.
We also ask everyone to allow reasonable time for coordination and fact-checking. Not every issue can be solved immediately, and sometimes the answer may be “no” or “not possible.”
HomeInZagreb is not a 24/7 emergency service. In urgent situations involving safety, police, fire, medical help, gas, water, electricity, or other emergencies, users should contact the relevant emergency service, public authority, landlord, utility provider, or building contact.
What Is Not Acceptable
HomeInZagreb may refuse or stop cooperation with users who repeatedly act against the Code of Conduct.
This may include repeated non-payment, serious payment delays without communication, aggressive or threatening behavior, harassment, false information, fake documents, repeated violation of house rules, unauthorized subletting, unsafe behavior, refusal to follow signed agreements, or behavior that creates legal, safety, reputational, or operational risk.
HomeInZagreb is not obligated to work with everyone. If a person repeatedly creates problems, refuses reasonable communication, or behaves in a way that is not aligned with this Code, we may refuse new bookings, refuse new listings, limit communication to written channels, or end our involvement where appropriate.
This does not replace legal rights under Croatian law or the courts. It simply means that HomeInZagreb is not required to remain involved in every conflict, especially when basic rules of respect and cooperation are not followed.
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 we do not provide legal, immigration, tax, or official administrative advice.
For visa, residence, stay registration, or similar questions, tenants should always check official sources directly, including MUP, the relevant Croatian embassy or consulate, their university, employer, or another competent authority.
Why This Matters
The Code of Conduct protects everyone involved.
For tenants, it supports a safer, cleaner, and more stable living experience in Zagreb.
For landlords, it supports cooperation with tenants who pay on time, communicate respectfully, and take care of the property.
For HomeInZagreb, it helps us remain a fair, professional, and trusted local partner for both sides.
When everyone follows the same basic standards, there is less conflict, fewer misunderstandings, and more focus on what matters: living well, renting responsibly, and making Zagreb a good experience for everyone.