FAQ and Support

Bookings

Zappyrent was born with the mission to make the rent process as smooth as possible for both landlords and tenants. Thus, we offer a complete service from scheduling a viewing to the making and registration of the contract. We are also available for any required assistance for the whole contract’s duration and Zappyrent manages your security deposit to make sure it’s only used when needed.
Yes! In order to request a visit, go to the desired apartment’s listing page and click on the button “request a visit”.
If the button to request a visit is disabled, it means that particular apartment is not currently available for visiting. Once we obtain the availability to do so, the button will be enabled.
We try our best to accomodate as many clients for the viewings as possible. However, depending on the number of requests received, we are not always able to do so. We recommend you try requesting a visit again in the following days!

In order for Zappyrent to continue offering a quality service, a commission fee is asked - only in case your proposal is accepted by the landlord. The fee will vary depending on the city:

A fee of half a monthly rent is asked in Catania and Padua, one equal to a month’s rent is asked in Rome,  Florence,  Brescia, Venice, Genoa and Naples. For Bologna, Milan and Turin one and a half months are asked.

Sending your proposal is quite easy, all you need to do is to go to the desired apartment’s listing page and click on “book this house”. You will be required to inform us of some details regarding the booking, such as its duration and a small presentation about you. In order to send the request, a fee of 200€ will be required.

Once your booking is successfully sent, the landlord has 24 hours to either accept or decline your proposal.

Within 24 hours you will receive an answer regarding your booking. If the landlord has accepted it, you will be charged the advanced rent for the first month as well as our service fee, please bear in mind the payment is automatic. In case the payment fails, you will be contacted by one of our agents to understand and fix the problem.

Once the payment is accepted, you will pass to the second step: the credit controlling. Please make sure you have uploaded all the documents in your personal area, you have up to 2 working days from the acceptance to upload them.
Having a proposal is rejected by the landlord does not mean everything is lost! We have many other apartments that might just fit your requirements, we invite you to take another look at our available listings.
No, sending a proposal gives you priority in the renting process. However, other people are free to send their proposals as well. In such case, it will be up to the landlord to choose their preferred tenant.

Zappyrent offers a safe renting process for both tenants and landlords. For this reason, we will need to perform a credit controlling check to make sure you can afford the rent for its whole duration, thus we ask for proof of income of at least 2.5x the rent.

We invite you to check the next question to understand which documents we accept.

If you are a student, the required documents from you are:

- Passport/ italian identity card
- Italian fiscal code (codice fiscale)
- Proof of enrollment in the learning institution
- Any eventual scholarships

We will also need some documents from your guarantor(s) - you can add a maximum of 4:

- Work contract
- Last 3 payslips
- Passport/italian identity card

Of course! All we ask is for the documents to be submitted in one of the accepted languages (English or Italian).

Since all our contracts are registered with the Agenzia delle Entrate, we will need your Italian Fiscal Code to do so. But don’t worry, you have up to 20 days from the signing date to provide it to us, however, the failure to provide the Italian Fiscal Code within the deadline will incur in a fee.

If you are a worker, the required documents from you are:
- Work contract
- Last 3 payslips
- Passport/italian identity card

If your monthly income is less than 2.5x the rent, you can always add a guarantor and the documents required from them are the same as yours, in case they are workers. If they are freelancers, please refer to the question above.

If you are a freelancer, the required documents from you are:
- Last two tax declarations (dichiarazione dei redditi)
- Bank extract from the last three months
- feel free to cover any sensitive data!
- Passport/italian identity card
If your monthly income is less than 2.5x the rent, you can always add a guarantor and the documents required from them are the same as yours, in case they are fleelancers. If they are workers, please refer to the question above.

In case you don’t pass the credit control, or in case the landlord chooses another tenant, 100% of the paid amount (first month’s rent and sevice fee) will be reimbursed.

Please bear in mind the reimbursement may take up to 10 working days, depending on your bank.

The security deposit is automatically charged from your indicated payment method 48 hours before the check-in date.
After the end of the contract, an inspection of the apartment will be made. In case it is in optimal conditions, the whole amount will be reimbursed. On the other hand, the reimbursable amount will be calculated in accordance to the damage.
Please bear in mind the reimbursement may take up to 10 working days, depending on your bank.
The contract will be sent by email, to be signed online, within 10 working days after having passed our credit control.
Once the contract is signed, you will receive the landlord’s contact information and the check-in must be organized directly with them. Zappyrent is not involved in the process.

Yes you can cancel your booking request by sending us a message on our support page (https://www.zappyrent.com/en/help) however, cancellation policies will be applied:

  1.  If you cancel before the booking is accepted by the landlord, no amount will be charged.
  2. If you cancel after the booking is accepted but before the contract is signed, only 50% of the Zappyrent commission will be refunded.
  3. If you cancel after the booking is confirmed and the contract is signed, the amount paid as deposit and the Zappyrent commission will not be refunded. 

A tenant cancellation is considered in the following cases:

- Voluntary cancellation
- The documents for the credit controlling check are not send in time (2 working days)
- In case further documentation is asked and not sent in time (2 working days, from when asked)
- In case the contract is not signed by you within 2 days from the day you received it
- If you ask for modifications on the booking (such as bringing a pet or extra repairs) and it is not accepted by the landlord

A reimbursement is granted only in the following cases:

- You do not have enough requirements to pass the credit controlling
- The landlord cancels the booking

Payments

We only accept bank transfers as a payment method.
The payments are all managed by Zappyrent in a safe and quick method. In case you have non-included consumption costs under your rent agreement, these are to be paid directly to the landlord.
The renthas to be paid within the 5th of every month through bank transfer.
Currently, there are no facilities for students belonging to the different colleges but, in short time, partnerships may be formed with some of them. Therefore, we encourage you to keep up to date by checking our website.
The price indicated includes the rent and any extra charges (condominium and utility bills), unless indicated as “not included”. In these cases, they are calculated on a monhtly basis and must be paid directly to the landlord.
The invoice must be requested either during the booking phase, or within 10 days from the payment date.
In case an automatic payment fails, we will try again on the following day, so make sure to have the whole amount available on you card as well as any limits fixed.

Yes, you can change the payment method at any time after you booking has been accepted, from your personal area:

Go to settings > click on “change card” > you will be redirected to the page with all sent proposals > under the accepted proposal click on “change card” > insert the new card data.

If the amount of the extra charges such as condominium fees and utility bills are indicated in the listing, it will be automatically debited together with the rent. On the other hand, if they are indicated as not included, then they will be calculated on a monthly basis and are must be paid directly to the landlord.
No, in case a a transfer of the registration of the utility bills is needed, make sure to gather the required data from the landlord in order to request it.

Contracts

The contract will be sent by email within 10 working days after having passed our credit control.
Yes! All of our contracts are registrated in the Agenzie delle Entrate. Just make sure to send your Italian Fiscal Code (Codice Fiscale) within 20 days of the signing date in order for us to be able to do so. The failure to provide the Italian Fiscal Code within the deadline will incur in a fee.
In order to request a contract extension or renewal, please send us a message on our help page (https://www.zappyrent.com/en/help). Please indicate your apartment as well as the new desired move-out date. 
In case your contract naturally expires, there will be no fees and no notice is required. However, if you wish to leave the apartment before it’s expiration date, a notice is needed and the closing fees are of 150 euros. 

N.B: if your notice does not respect either the minimum stay or the notice period, a penalty equal to your security deposit will be charged. 
No,a notice is only accepted after the minimum stay of your contract is respected.

General

All of the listings indicated on our website are from a private landlord and not from any agency. One of our agents performs an apartment inspection in each of them and, in case it fits our quality requirements, the listing will be added to our website.
Zappyrent is currently availabre in 11 cities: Milan, Turin, Brescia, Venice, Genoa, Bologna, Florence, Rome, Naples, Catania and Padua.
Zappyrent is not a renting agency, but a renting portal. Thus, our offices are not open to the public as all of our process are done online.

You can contact our customer care via our help page (https://www.zappyrent.com/en/help) and our Facebook and Instagram channels.

Our team is expanding so we would love to hear more about you and potentially integrate you to our team. Please check all open positions on the following link. In case you don’t find any desired positions, feel free to send us your cv directly by email to job@zappyrent.com.