FAQ AND SUPPORT
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Tenant Landlord
FAQ - Frequently asked questions
GENERAL
  • Each question, before being approved is evaluated by the Quality & Security Team. Please, remember that in order to protect you, it is not possible to communicate your personal information through a question.
  • The additional costs that you will pay directly to the landlord can include the cost of registration and contract closure, any weekly cleaning, condominium fees, Waste tax, and so on.
LANDLORD
  • If you need more information about an accommodation, below each listing you will find a box “Questions and answers” where you can ask your questions.
BOOKINGS
  • Adding your card details is necessary to reserve the accommodation you have chosen if the landlord accepts your booking. We remind you that the monthly rent will be charged only if the landlord accepts your booking and the amount will be transferred to him 24 hours after your check-in, this again to ensure maximum security.
  • To avoid fraudulent bookings, our payment method automatically freezes and releases € 1 on the card.
  • Yes, you can send more than one booking requests. If more than one request is accepted, you can choose which accommodation to confirm.
  • When the landlord accepts your booking request, Zappyrent will charge the first month of rent from your payment method. If the payment is not successful, please contact us at assistenza@zappyrent.com and pay the amount within 24 hours by bank transfer or by adding a new payment method, otherwise your booking will be cancelled.
  • Yes, you have 12 hours to cancel your booking request for free. After these 12 hours our cancellation policies will be applied. For more information you can consult the Terms and Conditions.
  • When you send the reservation, the landlord has 36 hours to answer you.
  • When your booking request is accepted, we will charge the first month of rent. The security deposit will be charged on the day of your check-in.
  • Yes, it is possible to cancel a reservation after acceptance; however, our cancellation policies will apply. For more information you can consult the Terms and Conditions.
  • We will refund you within 24 hours of your cancellation. Once the funds leave our account it depends on your bank when they will become available on your bank account.
OFFERS
  • Yes, you can try to offer a lower price, but the landlord will decide whether to accept or reject your proposal.
CHECK-IN
  • From the moment of your check-in, you have 24 hours to inform us of any problem. You can send an email to assistenza@zappyrent.com with the photos of the problem.
ACCOMMODATION
  • Every month, on the payment day, we will charge you on the payment method you provided at the time of booking. If you want to change the payment method please, contact us at payments@zappyrent.com.
  • Each landlord to request a refund for damage, must document it through photos and provide proof of the costs he/she incurred to repair the damage. Zappyrent will then proceed to evaluate the case. To ensure greater protection, we recommend writing a report with the landlord, documenting the state of the apartment at the time of check-in.
  • From your check-out, the landlord has 48 hours to communicate and document any damage. After this deadline, we will proceed with the refund of the security deposit. Once the funds leave our accounts it depends only on your bank when they will become available on your bank account.
FEE FOR SHORT BOOKINGS
  • Yes, there is a one-time service fee to pay if you book an accommodation for less than 6 months. Our service fee is calculated automatically through an algorithm and it allows us to cover the costs of short term rentals and improve our service.
  • Our service fee is an estimate of the costs we face for short term rentals (less than 6 months).
  • No, you will pay our service fee only if the landlord/landlady accepts your request. Otherwise you won’t pay anything.
  • No, if all of your booking requests are accepted you have only to choose the one you prefer and you will pay our service fee for that accommodation.
  • Yes
  • No, you will pay our service fee once the landlord or landlady accepts your booking request. It’s just a one time service fee.
  • Yes, of course.Our service fee will be refund in these cases:
    - the landlord or landlady cancels your reservation;
    - the landlord or landlady doesn’t make accessible the accommodation you booked;
    - the accommodation doesn’t match with the pictures and description on our website.
    In any case you should immediately contact our Support Team at support@zappyrent.com.
VIEWINGS
  • On some accommodations it is possible to schedule a visit. You can book the visit by clicking on the "Schedule visit" button. However, in most properties you can book directly online. In this case, the Zappyrent guarantee refunds you 100% of the amount paid if the apartment is different from the information or photos on the site.
  • Zappyrent service is FREE
GENERAL
  • Adding a listing is totally free. To cover for the transaction fee and to offer you 24/7 support, a small fee from 3% up to 7% is applied for each payment we send you
  • No, Zappyrent’s service is not exclusive.
  • Every question before being approved is evaluated by the Quality & Security Team. Remember that to protect your privacy it is not possible to communicate your personal data through a reply.
  • To request a refund, it is necessary to document the damage through photos and provide invoices or other proof of payment for the damage.
  • The lease agreement is signed between tenant and landlord. You can ask us for a standard template of the contract if you doen’t have one, send an e-mail to assistenza@zappyrent.com
  • If the tenant does not pay or leave the accommodation before the check-out date without complying with your early termination policy, you will be transferred an amount from the security deposit equal to the assessed damage.
TENANT
  • Tenants who rent on Zappyrent are mainly students, Erasmus students and young professionals.
  • For each booking request you receive you can see the profile of the person booking with detailed information.
LISTINGS
  • Your listing will be evaluated by the Quality & Security Team and approved within 24 hours.
  • Every time a tenant is interested in your accommodation, you will receive an email with the availability request. This will allow you to keep your availability always updated in order for the tenant to complete the booking as quickly as possible.
  • To disable your listing, you can send an e-mail to assistenza@zappyrent.com and within 24 hours it will not be visible.
BOOKINGS
  • To accept or reject a booking request, you have 24 hours.
  • Yes, it is possible to make a counteroffer. You can click on the "reject" button that you find in the details of a booking request, then a box will open, and you can enter the price you want to receive monthly and the exact date for check-in. If the tenant accepts your counter-offer, the reservation is automatically confirmed.
  • You will receive the first month's rent 24 hours after your tenant's check-in.
  • Yes, it is possible to cancel a reservation after acceptance; however, our cancellation policies will apply. For more information you can consult the Terms and Conditions
PAYMENTS
  • All payments are made through Zappyrent to make sure you receive your payments on time. In fact, each month the tenant's account is automatically charged, and the amount transferred to your account without delay.
  • The security deposit is frozen in your Zappyrent account and will be returned to the tenant at the end of the lease, unless there are certified damages.