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citymate

Reservation terms

Version 1.2 — effective from 15 July 2026. This English text is provided for convenience; the Polish version prevails (§11.3).

§1. Definitions

  1. Provider: CITYROOM Sp. z o.o., registered office: ul. Krótka 1, 64-140 Włoszakowice, Poland, tax ID (NIP) 697-233-65-35, trading under the brand name “citymate”, e-mail: contact@citymate.pl.
  2. Portal: the website available at rent.citymate.pl.
  3. Client: a natural person making a Reservation; the consumer provisions of these Terms also apply to a sole trader for whom the Reservation is not of a professional character.
  4. Listing: a flat or room presented on the Portal, intended for a long-term lease.
  5. Reservation: a service consisting in temporarily taking a Listing off the market for other interested parties, on the conditions set out in §4-§6, provided by the Provider to the Client.
  6. Reservation fee: a fee of PLN 500 (gross), charged when the Reservation is made.
  7. Lease agreement: a separate lease agreement for the Listing, concluded between the Client and the Provider after the Reservation, outside the Portal (electronic signature).

§2. General provisions

  1. These Terms set out the rules of providing the Reservation service electronically and the rights and obligations of the Client and the Provider.
  2. A Reservation is neither the conclusion of a Lease agreement nor a preliminary lease agreement; its effects are governed solely by these Terms. Regardless of the legal qualification of the Reservation service, the Provider applies to Clients who are consumers the standards of protection provided by the Polish Consumer Rights Act.
  3. Contact with the Provider: contact@citymate.pl (we reply in Polish and English).

§3. Making a Reservation

  1. A Reservation is made on the Portal: choosing a Listing, filling in the form (full name, e-mail, phone, planned move-in date), accepting these Terms, and paying online.
  2. Directly before payment the Client sees: the total amount of the Reservation fee, the description of the Listing, and the information required by art. 12(1) of the Polish Consumer Rights Act. The button finalising the payment unambiguously indicates the obligation to pay.
  3. The planned move-in date means the date on which the Client physically moves in or collects the keys. Rent and recurring fees start on the availability date stated in the Listing, or on the Reservation date if the Listing is already available. Choosing a later move-in date does not postpone the start of charges or reduce the amount due for the first month. Before payment, the Client sees the specific start date and confirms this information in a separate checkbox.
  4. The agreement for the Reservation service is concluded at the moment the Reservation fee is successfully paid. The Client receives a confirmation at the given e-mail address (durable medium), containing the Reservation conditions and these Terms.
  5. Payments are processed by Stripe (payment cards, BLIK and digital wallets); payment currency: PLN.

§4. Reservation fee and its settlement

  1. The Reservation fee is PLN 500 gross, unless a different amount is expressly stated next to a specific Listing.
  2. The Reservation fee does not constitute a down payment (zadatek) within the meaning of art. 394 of the Polish Civil Code, and the parties exclude the application of that provision to the Reservation. The consequences of the Lease agreement not being concluded are governed solely by §6.
  3. If the Lease agreement is concluded, the Reservation fee is credited in full towards the one-time commission connected with concluding the Lease agreement, and if a given Listing carries no commission, towards the security deposit. The manner of crediting is confirmed in the e-mail referred to in §3.4.

§5. Effects and validity period of the Reservation

  1. Upon payment of the Reservation, the Provider immediately takes the Listing off the Portal and does not offer it to other interested parties.
  2. The Reservation is valid for 5 calendar days from the day of payment. Within this period the parties conclude the Lease agreement (electronic signature; the Provider sends the Lease agreement together with signing instructions to the Client's e-mail address).
  3. The Provider may extend the validity period of the Reservation at the Client's request or on its own initiative; the extension is confirmed by e-mail.

§6. Refund of the Reservation fee

  1. The Client receives a full refund of the Reservation fee, within 7 days, if: (a) the Provider does not send the Client the Lease agreement for signature within the validity period of the Reservation; (b) the Listing ceased to be available for reasons attributable to the Provider; (c) the Lease agreement was not concluded for reasons for which neither party is responsible; (d) the Provider refused to conclude the Lease agreement.
  2. The Reservation fee is not refundable if, within the validity period of the Reservation, the Lease agreement was not concluded for reasons attributable to the Client, in particular where the Client resigned from concluding the Lease agreement or did not sign it despite receiving it in accordance with §5.2.
  3. The refund is made through the same payment channel that was used for the payment.

§6a. 48 hours to report a material mismatch between the Premises and the Listing

  1. If the Lease agreement was concluded entirely remotely, without the Client viewing the Premises in person beforehand, the Client may report a material mismatch between the Premises and the Listing within 48 hours of the documented handover of the keys or access, provided that the mismatch existed at handover. The report should be sent to contact@citymate.pl or to the care person and include a description and, where possible, photographs or other evidence.
  2. A material mismatch means an objective difference between the Premises and the information or photographs in the Listing that significantly impairs the ordinary, agreed use of the Premises. Features disclosed in the Listing and the Client's purely subjective preferences are not material mismatches.
  3. After confirming a material mismatch, the Provider will, according to the nature and urgency of the issue and without undue delay: (a) remedy it within a reasonable time, or (b) offer comparable available Premises on agreed terms.
  4. If remedying the material mismatch or providing comparable Premises is impossible, or does not occur within the agreed or a reasonable time, the parties may terminate the Lease agreement by mutual agreement. After the Premises and keys have been returned, the settlement includes: a refund of the Reservation fee and any commission charged where the cause is attributable to the Provider; return of the security deposit less documented debts or damage; and a refund of rent and charges for the unused period after the Premises are returned. Amounts due for the actual period of occupation and services already provided remain payable. A refund is made within 7 days of the final settlement, generally through the same payment channel.
  5. This procedure does not cover, in particular: a change in the Client's plans or decision, refusal of a visa or residence permit, use of the Lease agreement for administrative purposes, failure to arrive, features disclosed in the Listing, or issues caused by the Client or persons for whom the Client is responsible.
  6. This section does not limit the Client's statutory rights relating to defects in the Premises, non-conforming performance, or consumer protection.

§7. Right of withdrawal from the Reservation agreement

  1. The Reservation service begins immediately after payment (taking the Listing off the market) and is fully performed before the expiry of the 14-day period for withdrawing from a distance contract.
  2. By making a Reservation, the Client expressly requests that the service be provided before the expiry of the withdrawal period and acknowledges that, once the service has been fully performed by the Provider, the Client loses the right of withdrawal (art. 38(1) of the Polish Consumer Rights Act). The Client makes this request and declaration by ticking a separate checkbox before payment; the confirmation is delivered on a durable medium (e-mail).
  3. Notwithstanding items 1-2, the refund cases listed in §6.1 always apply.

§8. Complaints

  1. Complaints concerning the Reservation may be submitted to contact@citymate.pl.
  2. The Provider replies within 14 days of receiving the complaint, to the e-mail address from which it was sent.

§9. Personal data

  1. The controller of the Client's personal data is the Provider. The rules of data processing are set out in the privacy policy available in the site footer.

§10. Out-of-court dispute resolution

  1. A Client who is a consumer may use out-of-court means of handling complaints and pursuing claims, including the assistance of municipal (district) consumer ombudsmen and the ODR platform (ec.europa.eu/consumers/odr).

§11. Final provisions

  1. Polish law applies; in matters not regulated herein, the provisions of the Polish Civil Code and the Polish Consumer Rights Act apply.
  2. Version 1.2 of these Terms is effective from 15 July 2026. Amendments to the Terms do not affect Reservations paid for before the amendment.
  3. The Terms are available on the Portal in Polish and English; in the event of discrepancies, the Polish version prevails.