Please refer to the Rental Agreement you signed with property to find more information about your minimum stay, termination notice and end-of-contract dates. They sent you a copy of the Rental Agreement via email during the signing process. You can find this information in the Termination section of your contract. 

When moving into a new place, it's important to consider all the costs associated with it. Apart from the rent, there are other expenses that you need to keep in mind. Here's a breakdown of what you can expect: Membership fee and deposit: These are one-time fees that you need to settle before moving in. The deposit will be refunded after the contract termination, if no issues arise. Included in your rent: Your rent covers bills, internet, and cleaning services (depending on your contract details).

Not included in your rent: Germany: The TV and Radio Tax, or Rundfunkbeitrag, is mandatory by German law and costs €53 for every 3 months. This is shared by all tenants in the flat. property cannot take care of the payment on behalf of tenants, but you can share the costs with your flat mates.

Your comfort is very important, and they want you to always feel at home with property. Room changes are possible, but they are only allowed if you have completed your minimum stay. In order to change rooms, you will also need to sign a new contract with them. You can learn more about the Minimum stay clause here. 

If so, please keep in mind that there are processing times needed for all repairs, new purchases, and insurance claims, among other processes that need to take place before the refund. Your bank details: When terminating the contract they asked you for your bank details. To ensure a swift deposit refund, please make sure that the bank details you provided are correct. Click here for more information on the information you need to provide. 

Refunds to a Non-EU bank account might experience significant delays in the timeline of your refund due to the bank’s processing times for international transfers. This is strictly related to how banks perform international transfers and do not depend on property. Also keep in mind that refunds to a Non-EU bank account generate a fee of €100. they highly recommend using an EU account to guarantee that your refund gets to you in the expected timeframe. 

You can easily update your payment method by logging into your account. What can I do if my payment is not going through? If you are having trouble with your payment going through, there are a few things you can try: check your card details: make sure that the card details you have entered are correct, including the card number, expiration date, and cvv code. Contact your bank: sometimes, banks will block transactions that they deem suspicious or fraudulent. Contact your bank to make sure that they are not blocking the payment and to authorize the transaction. Try a different payment method: you can find instructions on how to update your payment method here.

If you were charged a different amount than the one stated in your contract, kindly reach out to them with the following details: bank statements where the transaction details are clear in pdf format, this being the Iban where the amount was transferred to, the date of the transaction, account holder, etc. You can get this document directly from your bank. Please note that a screenshot from your bank movements is not the same as the bank statement.

Email: after the rent is paid, the system will automatically send you an invoice. In some cases, your invoice may have already expired and is not available for download anymore. If this happens, they suggest you find the invoice email they sent you that month. In the body of that email, you’ll find a screenshot of the invoice with all the relevant information.

If you’re having trouble downloading your invoice, it could be that the link has expired. The download links for the invoices come directly from their payment provider stripe, and they expire after 30 days. The good news is that you can always access your invoices by email. After the rent is paid, the system automatically sends you the invoice by email with all the relevant information, so be sure to check your inbox!

At property, they have designed a move-in process that’s fully independent, easy, and straightforward. Your keys will be ready for pick-up on your move-in day from 15:00 and the move-ins take place between 15:00 - 18:00. Keep in mind that move-ins are only possible during business days. If your selected move-in date falls on a weekend or a national holiday, please choose a different date and inform them via the members portal here. It can be as early as the next business day! They will send you the move-in instructions one week before your contract starts. Depending on where you are moving into, your keys are handed over by a partner company or through a smart key storage system. Both of these offer convenience, great time flexibility, and high security. With your move-in instructions in hand, all you need to do is follow these step-by-step and you’re in! They highly recommend moving in during their working hours in case you have questions or need their support. Keep in mind their support team is available Mon-Fri from 9:00 am to 6:00 pm. Happy move-in!

They will send you the move-in instructions by email, one week before your start-of-contract date so you can collect your keys and move into your new home! Keep an eye on incoming emails from their team. Please also make sure that all pre-move-in fees are paid, including the deposit and membership fee, since these are mandatory for them to send your move-in instructions.

They’re glad to see that you are enthusiastic about your upcoming move-in! They understand that sometimes it can make things easier if you can move into your room earlier. Unfortunately, they are unable to accommodate such requests due to logistical reasons, as there is typically a new tenant scheduled to move in immediately after the previous one departs. Moreover, adhering to these timelines is essential from a legal standpoint.

The way they see it, your room is your home. They want to provide you with the best living experience and make sure you feel as comfortable as possible. You can have guests and invite anyone to stay with you for up to 5 days. Please keep in mind this is only allowed if you are home, and should always be communicated beforehand to your flatmates. If any guests stay for longer than five days a month, it is considered a breach of contract. However, slightly longer stays may be possible if your flatmates agree. 

At property, they love the company of their furry friends. Unfortunately, for their living spaces in Europe, they’re currently not able to accommodate pets, as they want to consider all tenants coming from different backgrounds, potential allergies, and likes or dislikes. In exceptional cases, holding pets is only permitted with property’s expressed consent. Please note that this applies only to small animals with minimal upkeep in a flatshare (including fish, hamsters, or turtles but excluding cats/dogs) and service animals.

Once you have signed your property contract and provided them with your desired move-in date, you will receive an email with instructions on how to collect your keys as well as all the information you need for your stay at property one week before moving in. Depending on where you are moving into, your keys are handed over by a Partner company or through a smart key storage system. Both of these offer convenience, great time flexibility, and high security .Please also make sure that all pre-move-in fees are paid, including the deposit and membership fee, since these are mandatory for them to send your move-in instructions.

Of course. They respect your plans and you can vacate your property home before the end of the contract date, which was determined in your termination process. If you do move out earlier, keep in mind that:
1. Your rent will be collected in full until your contract ends

2. Your deposit refund should be expected up to 8 weeks from your end of the contract date

3. Moving out earlier does not alter either of the previous aspects
If you are planning to move out a lot earlier than your end-of-contract date and they have not yet sent you the move-out instructions, please create a Help Request through their Member's Portal.

They encourage you to always report any broken, damaged and missing items during your stay with them by creating a Help Request through their Member's Portal. Once you terminate your contract, they will send you a confirmation and the next steps to follow. Those steps include reporting any damages or missing items to them. Please take that chance and reply to that email by sending them a detailed report on the damages and include pictures or videos if it helps explain and clarify the issue. This will not only help them make the correct assessment of your room status but refraining from doing so could delay the deposit refund process. 

Yes, it’s very important that you tidy up your common spaces as well as your room before moving out. 

These are a set of guidelines that your Property Support Team will send you after the contract termination process is completed. They include instructions on the status of the room and on how to return the keys. The move-out instructions will be sent to you at any point from the time they have successfully terminated your contract or up to a few days before your move-out date. Stay patient and keep an eye on incoming emails from them.

Your keys need to be returned by 12:00 (noon) on the last day of your tenancy. When your contract has been successfully terminated and again as your move-out date approaches, they will send you an email to give you all the necessary details for the key return, which could be through a partner company. They will also ask you to send them a picture of your key set before returning them. It's important to be aware that non-compliance with the key return timeline may result in a penalty of 50 euros per each day of delay.