Complaints procedure

Complaints Procedure

Of course, we aim to assist you as best as we can. However, it might happen that you're not entirely satisfied with our service. Is that the case? We’ll explain below how you can notify us. If you have a complaint, we aim to help you as quickly and efficiently as possible. To do this, we ask that you provide as much information as you can. For example, consider including the following details:

• What happened?
• When did it happen?
• How did you expect the situation to be handled?

All complaints are handled by Huurzone staff and are not shared with third parties. Once you submit a complaint, you will receive a response from us within five working days. To assist you as swiftly as possible, we have addressed the three most common complaint subjects below. Does your complaint concern contact with the landlord, property listings, your account or premium account? If so, please read the following information first:

Contact with the Landlord

Huurzone provides an overview of all rental properties available in the Netherlands. We are a rental platform, not an estate agent. You are free to communicate directly with the landlord; this does not occur via us. Due to the high demand for rental properties, it's quite common for there to be significant interest in a rental property. In such cases, a landlord may receive hundreds of responses. This can result in the landlord not responding to everyone, as it is up to the landlord to decide if and how to reply. Huurzone has no influence over this, as we are neither the landlord nor an intermediary.

Property Listings and Finding a Home

Through our platform, we increase your chances of finding a rental home as a house seeker. We also save you time, as you don’t have to search websites yourself. We do our best to assist you in finding a rental home, but clearly, we cannot guarantee success. This partly depends on your personal preferences and requirements, and partly on the landlord's criteria. You can set your own criteria for the search. Not finding results quickly enough? Try adjusting your search profile, as perhaps there simply isn’t a property that meets your specified criteria.

Despite our efforts to keep the information on Huurzone up-to-date and accurate, we cannot guarantee it is error-free. We also rely on information provided and processed by third parties, such as landlords. When you encounter an error, we appreciate it if you let us know. Under each advertisement on our website, there is a button to report errors.

Your Account or Premium Account

If you want to change your details or close your account, you can do so via My Account. If you prefer us to do it for you, you can send us an email. If you cancel a paid account, there will be no further charges for future periods.

At the end of a period, your subscription is automatically renewed for the same period. If you have not cancelled before the new period starts, you will still need to pay for it. If you have given notice before the new period begins, your account will no longer be Premium at the end of the period.

Other Complaints

Do you have a complaint about another topic not mentioned above? Then email us at [email protected]. We will handle your complaint within five working days.

We always do our best to assist you properly. If we cannot resolve it together, you can use the EU’s Online Dispute Resolution (ODR) (http://ec.europa.eu/consumers/odr).