What Is Your Zero Tolerance Policy?

We maintain a Zero Tolerance Policy to ensure respectful and professional communication throughout the entire housing process. This policy applies to all interactions — whether by email, phone, WhatsApp, or other channels — and to everyone involved in a booking, including applicants, guarantors, parents, or others acting on behalf of the tenant.

We understand that housing can be stressful and that asking critical questions is completely normal — especially in an overheated rental market with many scams. However, being respectful and polite remains essential. Our team is here to help, and we aim to keep communication open and supportive for everyone involved.

If we receive (multiple) report(s) of rude, hostile, or inappropriate behaviour, either toward our staff or our partners, we reserve the right to cancel the booking process immediately, regardless of who was directly responsible. In such cases, any paid fees will be refunded in full.

In such cases:

• Any paid fees will be refunded in full.
• All individuals involved in the booking will be permanently excluded from using our services, and if necessary, also from those of our affiliated or partner platforms.

This policy protects the wellbeing of our team and helps us maintain a safe and welcoming experience for all our clients.