Help for tenants - Flatio
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Help Center Help for tenants

Help for tenants

How Flatio works

What do I have to do to move into a selected rental accommodation?
All the basic information about the booking process on Flatio: See what needs to be done by each side for everything to become official!
Are rentals available on Flatio safe?
Wondering what Flatio does to ensure your safety throughout your whole rental experience? Find out our practices in this article!
How long are the leases I can find on Flatio?
Not sure about stay length limitations on Flatio? Even though we're focused on mid-term rentals, we allow all rental types! See the details…
Can I read the lease agreement before I sign it?
Use this article to discover when and how you'll receive the official lease, and where you can always find its basic template.
Are the rental accommodations on Flatio furnished?
Curious about what Flatio properties need to provide? Complete furnishing is a must! Feel free to see the additional details below.
Can I contact the landlord before I make a reservation request?
Do you have any additional questions about the property or would you like to ask the landlord something else? See how you can contact them!
Can I personally visit the chosen accommodation before moving in?
Would you like to visit the property before making an official decision about booking it? Find out how this works on Flatio!
How many people can move into an accommodation?
Wondering where you can find the accommodation's limitation regarding the maximum number of tenants? See our guidance below!
Radim, CEO
Trying to hack our system and bypass Flatio processes leads to headaches and lost money—and you’ll only have yourself to blame. Instead, please rely on us and enjoy our guarantees.
How do I know if the selected rental accommodation is available?
Not sure if your chosen property is available within the period you need? In this article, you can learn how to find out!
What is included in the rental price?
Wish to know what's included in the rental prices on Flatio? All the crucial expenses! Use this article to learn all the details.
Does the rental price change according to the length of the lease?
Wondering if you'll get a discount for a longer stay? Well, it's possible! See what it depends on and how you can get the best possible price.…
Do I have to pay a deposit or any additional fees on Flatio?
How does Flatio's no-deposit policy work, and why are there some listings requiring a refundable deposit? Find out below!
How to proceed if the landlord is entitled to a (refundable) deposit according to his Flatio settings?
In this article, you can learn all about the processes if your landlord requires a refundable deposit - incl. its payment, due date, and…
What if I find out when I move in that the accommodation doesn't match the description?
Are you worried about moving into a property that's not as described on Flatio? Read about our protections and quick solutions!
How can I contact Flatio?
This article will tell you about the basic ways how to contact Flatio's Customer Care team, and directly guide you on the possible options.
Have there been any scammers on Flatio? How to recognize them and deal with them?
See our practices for avoiding scammer landlords within or outside Flatio, how to recognize them, and what can be done when you suspect a…

Reservation request

How can I book my selected accommodation?
What does the Flatio reservation process look like and how can it be done? See our guidance in this explanatory article!
What is the service fee and why do I have to pay it?
Learn all about the one-time service fee - why it's paid, how it's calculated, and what services we provide you with in exchange!
How long does it take for the landlord to respond to my reservation request?
Landlords on Flatio have time to respond to your reservation request. Read how this process works and when you'll know their decision!
What happens after the landlord approves my reservation request?
Wondering what process follows after a landlord accepts your reservation request? The next steps are up to you! Learn more below.
Daniela from helpdesk
Life is full of unexpected surprises, especially when it comes to household emergencies. But fear not because Flatio’s Stay Benefits cover you with assistance services. Need help fixing that stubborn internet connection or removing a pesky blocked door? Just reach out, and the AXA team will be there to lend a helping hand.
The landlord has rejected my reservation request. What should I do?
What could be the reason for a landlord rejecting your reservation request, and what can you do afterward? Find out in this article!
The landlord hasn't responded to my reservation request. What should I do?
What if a landlord doesn't react to your reservation request within the 24-hour window? See why it can happen and what you can do about it!
Can I cancel my reservation request?
Have you changed your mind about the accommodation after creating a reservation request? In this article, you can learn how it can be canceled…

Lease agreement

The landlord has accepted my reservation request. How can I sign the lease agreement?
In this article, you can learn how the lease signing works in detail. See our complete guidance on every single step of this process!
How much time do I have to finalize the lease signing process?
Find out how much time you have to complete the lease, what can happen if you don't make it, and what you should do if you need more time.
What happens after I sign a lease agreement?
Wondering what comes after you complete the lease signing process and your booking becomes officially valid? Find out below!
Is it possible to change the data in an already valid lease agreement?
Do you need to change anything on an already valid lease agreement? In this article, you can read how it can be managed!
Is it possible to add one or more individuals to the lease agreement?
Not sure how to state other tenants' information on the lease? Learn how this can be handled via a procedure accepted even by visa offices!
Radim, CEO
Familiarize yourself with all the StayProtection benefits. Knowledge is power, and it ensures a smoother rental experience!
Is it possible to get a physically signed lease agreement for visa purposes?
Is a digital signature on the lease not enough for your visa application? See how you can get a physically signed copy in this article!
Can I terminate the lease agreement before I move in? (Cancelation policy)
Do you need to cancel an already valid lease agreement? Find out how it can be done and learn all about our cancelation policies!
Can I withdraw from the lease agreement if I find out after moving in that the accommodation doesn't correspond to the listing description?
Want to know your options in case the actual property isn't as presented on Flatio? See our guidance on these extremely rare situations below.…
Can I terminate the lease agreement early (after I've moved in)?
Are you already accommodated but need to leave the property earlier than originally agreed? This article will tell you how to handle it!


When do I have to pay the rent?
Wondering how the payment due dates are set and why? There's a simple system! Check out our explanations in this article.
What methods can be used to pay the rent?
Not sure about Flatio's payment options or what you should do if your payment doesn't go through? See this article for our guidance!
Can I pay the rent in cash?
Would you like to pay rent in cash directly to the landlord? Find out when we allow this and what needs to be done for everything to be in…
In what currency should I pay the rent?
In this article, you can learn what should be done if the landlord's currency is different than yours. See our recommendations below!
Is it possible to change the due dates of payments?
Even though the payment due dates cannot be changed on the lease agreement, there is another option. See more information below!
Radim, CEO
Trying to hack our system and bypass Flatio processes leads to headaches and lost money—and you’ll only have yourself to blame. Instead, please rely on us and enjoy our guarantees.
Is it possible to split the payments among several people?
Would you like to split a rental payment amongst multiple people? In this article, you can find out whether it's possible.
Is it possible to pay two rents in advance?
Do you prefer covering more (or even all) rental payments in advance? In this article, you can learn that it's not an issue!
I have already paid the rent, but the payment still appears as unpaid. Why is that?
Find out how the payments work, how you can recognize if something went wrong, and how to handle any of the possible issues.
Can I get an invoice or other proof of rent payment?
How does the invoicing work on Flatio and who can provide you with these billings? Read this article to see all you need to know!

Move-in and move-out

What should I do before moving in?
Wondering what needs to be done before the property handover? See this article for detailed information about the move-in process!
What if the landlord requires a deposit?
Curious about deposit payments and Flatio's policies connected to them? Here you can learn all you need to know about this topic!
How does the move-in process work?
In this article, you can find out what happens during your move-in, and see our recommendations for avoiding misunderstandings down the road.
Daniela from helpdesk
To provide you with the best experience, we add and update information in our Help Center on a daily basis.
What if the accommodation isn't as described on Flatio or something is wrong?
Are you worried about the property not being as described within the Flatio listing? Don't be! See your safety net for these rare situations.
How does the move-out process work?
Not sure how to return the property back to your landlord? See this article for detailed information about the move-out process!

During the stay

What if an unexpected situation occurs?
Wondering who you should contact in case you encounter any issues during your stay? See our guidance for these rare situations below.
Radim, CEO
If you want your stay to be covered by Flatio’s Stay Benefits on top of standard StayProtection coverage, just select the "Stay Benefits - Powered by AXA" filter option to see those listings that offer this. Happy renting!

Coronavirus vs. Flatio

Cancelation policy in case of COVID-19 restrictions
In this article, you can learn all about Flatio's special cancelation policy in the most crucial times of the COVID-19 pandemic.
Radim, CEO
Your money is safe with Flatio until you successfully move in. 100% protection from scams, always! Your safety is our commitment.

StayProtection for tenants

What does StayProtection for Tenants include?
In this article, you can find out what security services you have at your fingertips thanks to Flatio's exclusive tenant protection!
What is Flatio’s Move-in Guarantee and how can I use it?
Our special Move-in Guarantee is your safety net for issues during your move-in. In this article, you can learn how it works in detail!
What are Stay Benefits for Tenants and when do they apply?
Do you have any questions regarding our Stay Benefits coverage? Find out how it all works, what's covered, and when it's included in your stay…
Daniela from helpdesk
Do you have questions for the landlord about the apartment or rental itself? Contact them directly from the listing on our site!
Is my stay as a tenant always protected or are there exceptions?
Here you can learn all about our protection packages, including information about how you're always covered and what security measures can…
How can I get help from AXA Assistance regarding Stay Benefits for Tenants?
Wish to claim any Stay Benefits coverage during or after your stay? In this article, you can see our guidance on every possible situation.
What can I use the 24/7 emergency line for?
Who provides you with the 24/7 emergency line, how does it work, and what can it be used for? Find all these details below!