General Terms and Conditions of Business of the Real Estate Mediator

Effective Date: 7 July 2026

Zagreb-West Ltd., is a company authorised to carry out all mediation services according to the Law on Property Mediation (Narodne novine 69/2026). Zagreb-West Ltd. is registered in the Registry of Mediators held at the Croatian Chamber of Commerce under entry number 129/2009.

Article 1 – General Provisions
These General Terms and Conditions govern the business relationship between Zagreb West d.o.o. (the Mediator) and any natural or legal person who enters into a written Real Estate Mediation Agreement with the Mediator (the Client).
These General Terms and Conditions form an integral part of every Real Estate Mediation Agreement. Matters not regulated by these General Terms and Conditions shall be governed by the applicable laws and regulations of the Republic of Croatia.

Article 2 – Mediation Services
The Mediator identifies and introduces contracting parties for the purpose of concluding a legal transaction, advertises and presents real estate, organises property viewings, reviews available documentation, advises the Client of relevant circumstances, participates in negotiations and, where necessary, coordinates cooperation with attorneys, notaries public, licensed surveyors, banks and other professional advisers.
The Mediator shall not assume obligations or make declarations on behalf of the Client unless expressly authorised to do so by a separate written power of attorney.

Article 3 – Obligations of the Mediator
The Mediator shall act conscientiously, honestly and with the due care of a competent professional, protect the interests of the Client, review the available documentation relating to the property, inform the Client of any known circumstances relevant to the intended transaction, maintain the confidentiality of all information obtained during the mediation process, keep the Client informed of the progress of the mediation activities and organise property viewings in agreement with the Client.

Article 4 – Obligations of the Client
The Client shall provide accurate and complete information regarding the property, make all available documentation accessible to the Mediator, disclose any known legal or factual defects affecting the property, enable property viewings at mutually agreed times, promptly notify the Mediator of any material changes relevant to the mediation and pay the agreed mediation fee in accordance with the Real Estate Mediation Agreement.
The Client is under no obligation to conclude a legal transaction with a person introduced by the Mediator.

Article 5 – Mediation Fee
The Mediator shall be entitled to a mediation fee exclusively on the basis of a written Real Estate Mediation Agreement.
The entitlement to the fee, the method of payment and the payment due date shall be governed by the Real Estate Mediation Agreement.
Value Added Tax (VAT) shall be charged in addition to the mediation fee where applicable.
Any specifically agreed expenses exceeding the Mediator's ordinary operating costs shall be charged in accordance with the Real Estate Mediation Agreement.

Article 6 – Cost of Mediation Services
Mediation fees are charged exclusively on the basis of a duly executed written Real Estate Mediation Agreement.

Service                                                         Fee
Sale of property, paid by the seller              1–3% + VAT
Purchase of property, paid by the buyer      1–3% + VAT
Residential renting, paid by the landlord     100% of one month's rent + VAT
Residential renting, paid by the tenant        100% of one month's rent + VAT
Commercial renting, paid by the lessor       100% of one month's lease payment + VAT
Commercial renting, paid by the lessee       100% of one month's lease payment + VAT

Article 7 – Term and Termination of the Real Estate Mediation Agreement
The Real Estate Mediation Agreement shall be concluded in writing for a fixed term.
The Agreement shall terminate upon expiry of the agreed term, fulfilment of its purpose, mutual agreement of the parties, termination in accordance with the Agreement or applicable law, or in any other circumstances prescribed by law.

Article 8 – Confidentiality and Personal Data Protection
The Mediator shall treat as confidential all information obtained during the mediation process and shall process personal data in accordance with the General Data Protection Regulation (GDPR) and the applicable laws of the Republic of Croatia, solely for the purpose of performing the Agreement and complying with statutory obligations.

Article 9 – Electronic Communication
Unless otherwise agreed, communication between the Mediator and the Client may be conducted by email or by other commonly used electronic means of communication.

Article 10 – Cooperation with Other Mediators
The Mediator may cooperate with other licensed real estate mediators where this facilitates the efficient performance of the Real Estate Mediation Agreement, while safeguarding the interests of the Client.

Article 11 – Prevention of Money Laundering and Terrorist Financing
The Mediator shall comply with all applicable anti-money laundering and counter-terrorist financing legislation and may request identification documents and other information necessary to fulfil statutory obligations.

Article 12 – Complaints
A Client who qualifies as a consumer may submit a complaint in accordance with the applicable legislation. The Mediator shall respond within the statutory time limit.

Article 13 – Governing Law and Dispute Resolution
The contractual relationship shall be governed by the laws of the Republic of Croatia.
The parties shall endeavour to resolve any disputes amicably. If an amicable resolution cannot be reached, jurisdiction shall lie with the court having subject-matter jurisdiction in the Republic of Croatia.

Article 14 – Final Provisions
These General Terms and Conditions form an integral part of every Real Estate Mediation Agreement.
Should any provision of these General Terms and Conditions become invalid or unenforceable, the remaining provisions shall remain in full force and effect.
Any amendments to these General Terms and Conditions shall be published on the Mediator's website and shall apply to future Real Estate Mediation Agreements.
These General Terms and Conditions shall enter into force on the date of their adoption.