FAQ

General Info

1. How do I create an account?

Download Milluu app from here, open the app & follow the steps indicated.

After a first profiling step with Milluu bot, you can create your account by signing in with your email address or by using your social media accounts (Facebook or LinkedIn). Email & telephone verification is mandatory for validating your account.

2. I lost my password; how can I recover it?

If you can’t remember your password, choose this option on the Sign-In screen and you will be redirected to a page where you can reset your password.

3. How is the privacy policy in Milluu app?

We believe in trust & reliability and wish to build a strong community based on these values. That is why, our app uses several verifications in order to ensure all information is real and users can connect safely. The app will not share any documents or information without the consent of the user.
Learn more about the privacy policy here .

4. How do ratings & reviews work?

The rating system ranges from 0 to 5 and all users start in app with a full rating.
All reviews and feedbacks from other users contribute to the rating. Milluu modifies the rating according to 3 important pillars: trust & reliability, promptitude & behaviour.
All reviews from other users will be shown on the user profile.

5. Contacting customer care

Milluu customer care is available in app in the chat button, in a dedicated tab. Milluu team will answer all requests as soon as possible during the working schedule.

6. What are the app costs and how to add my payment details?

The app is free to download and use.

A commission fee will be perceived when finalizing the deal and making the rental payment in the app. The commission perceived will include a liability insurance and free management tools for users.

The payment details can be edited and saved in Milluu app, my profile. The bank account info is necessary for performing rent and deposit transfer in app. This will include the normal transactional fees of the financial operator.

7. How does the app work?

The app aims to transform the search for the right apartment or ideal tenant as easy and digitalised as possible.Therefore, it is important to create your account, share important information regarding your preferences and make your profile as complete as possible.
From that moment, Milluu is in charge and will send you only relevant results. Be quick to reply and you’ll find your home match in no time.
For more information, see our app profile in store XXXX (store address).

8. How do I delete my account?

You can always log out and uninstall your app in order to keep your information when you decide to come back. If you want to permanently delete your account, you have this option in my settings.

9. What is account verification?

Milluu requires email and telephone verification to confirm the account.
Furthermore, an user can make their profile stronger by connecting with Facebook and LinkedIn or having their ID verified. ID verification is a one-time action, performed by Milluu team to confirm the account with a provided ID document. After the verification, the ID is automatically erased from all Milluu data base, and the profile has a badge with ID verified.

Having your ID verified can only increase the changes of landing a better deal and connecting with trustworthy people.

If a lister requires ID verification for a tenant, they will never have access to the document. Milluu team performs the verification and adds the badge to the profile.

10. When is the ID attached to the lease contract?

The lister can request for the ID to be attached to the lease contract, in which case they must also upload their ID document.
Both ID documents will be attached separately to the contract and sent via email after the deal is closed. After sending the email with the lease documents, Milluu will erase all ID documents from their data base.

For Listers

1. What are the mandatory requirements for listing a property?

Listing a property is a very important step. In order to publish a listing, you must:
- prove you either own or have the right to represent that property with a legal document;
- are interested in a minimum of 1-month lease;
-post at least one picture of every room;

2. How to upload a property?

a. Do I have to create an account in order to create a listing?

Yes, it’s mandatory to have a registered account in order to publish a listing.

b. Can I upload multiple listings?

Yes, you can upload as many listings as you want as long as you can prove you have the right to do so.

c. Where are my properties saved?

In Milluu app there is a property section with a dedicated tab _My listings where all your properties are saved.

d. How can I see my property in search?

The preview of your property is how the tenants see your listing. If you want to see it in the search screen you have to switch roles first. Go to your profile, switch role to tenant.

e. Can I edit a listing?

Yes, you can edit your listing, except a few mandatory fields that have been approved by the moderator and cannot be changed (for example, the address).

f. How much does it cost to list my property on Milluu?

Listing your property is free. A listing is valid for 14 days and then you have to renew it, if the case.

g. What happens when a listing is suspended?

It means the property is no longer available. All your activity is frozen, the pending requests are lost, your scheduled viewings are cancelled and the chatrooms are closed. Once the property is unsuspended, your property is available to deal.

h. What happens when a listing is expired?

You must republish the property. Until you do so, it won’t be available in the Search screen. A listing expires after 14 days since publishing.

i. What happens when a listing is deleted?

All the information regarding that listing is permanently lost.

j. What happens when a listing is marked as rented?

The listing with the Rented Badge can still be seen by tenants who previously matched with that property. Until the listing is not reactivated, it won’t appear in the search screen.

k. Can I ask for a deposit?

Yes, the app allows the lister to add all necessary costs – rent value, deposit and other additional costs, if the case.

3. I registered by accident as a tenant. What do I do?

You can always switch user roles from your profile.

4. What to do in order to find a tenant?

Create a listing and then be quick to reply to all requests. 😊

a. What tenant information is available in the app?

Whenever a tenant sends you a request to match, you have access to his profile, where the necessary information is available – from professional details, to timeout activities or moving preferences.
You have all the info to be able to make an informed decision.

b. Can I ask for tenants to identify themselves with an official document?

In your lister preferences you can request ID verification for tenants as mandatory. This means that only tenants who have their profile verified by an Identity document can send you a request to match. You won’t have access at this document, but Milluu team will have previously performed the action.

c. How to connect with potential tenants?

You can chat or call tenants only if they have sent you a request to match and you have accepted it.

5. How to accept requests, bookings and applications to rent?

a. I received a request to match. What should I do?

You should check the tenant profile and if you think they’d be a good match for your place, accept their request and start communicating. Only after you accept them as match, you can chat, call, accept viewings and then receive applications to rent.

b. How does the viewing schedule work?

First, you have to set-up your calendar, when listing your property, and select the timeframes when you are available for viewings. After that, you will start receiving invitations for viewings from your matches. You can accept or reject them and even reschedule or cancel.
All your confirmed viewings will be saved in your calendar.

c. How can I rent with Milluu?

If you’ve made up your mind and the tenant agrees, you can secure your rent with Milluu. Either as a first-time payment and sign the e-contract or as a recurrent monthly pay, you can have your rent completely digitalised. The tenant must send the application to rent at first, you must accept by preparing the rental proposal and both sign the e-contract. Once the tenant makes the first payment, the deal is made.

d. What does a rental application include?

The rental application includes the final details of the tenant’s moving – from period to with whom they are interested in renting.

6. How can I contact a tenant?

You can chat or call via app.

7. Milluu Rent – how it works?

a. How do I close the deal in app?

The rent option allows users to close the deal. The tenant must send their application file, the lister must confirm by preparing the rental proposal. After the e-contract is signed by the both of them, then finally the deal is closed when the tenant makes the first payment.

b. How to receive my rent in app?

You must add your bank account and the money will be transferred to your account. The transfer will last up to a maximum of 5 working days. If there are any errors, Milluu will let you know. For recurrent payments, the transfer is made immediately as the money is charged from the tenant.

c. Cancellation policy

You can only cancel if the both parties agree on the terms. Otherwise, legally you are bound to respect the agreement terms.

d. What’s the e-contract?

The contract provided by Milluu in digital form is a template document prepared by a legal team, taking into account the law and the equality principles that Milluu encourages between the lister and the tenant. You can see the template in Manage lease_About Milluu rent_e-contract and on site. The document can be printed and signed directly and registered at ANAF.

e. Do I have to pay a transfer fee to receive my rent in-app?

Milluu does not perceive any fees, but as any bank transfer there will be certain costs for each transaction.

f. Why should I use Milluu rent?

Milluu rent is the completely digitalised version of dealing with your rent. You can close your deal and receive the first payment online. Milluu provides a complete e-contract and offers a free Liability insurance as benefit.
Furthermore, you can benefit from management tools once you activate recurrence on monthly payments.

Enjoy a careless management of the lease contract with Milluu.

8. My deal in app

a. Where is the deal saved?

Every deal is saved in My profile_Milluu rent _Manage lease_ Closed deals and you can also access them in the dedicated chatroom with the tenant you closed the deal with.

b. Can we update the deal details?

No, once the deal is accepted, you cannot change the details. You can only change the rent proposal until it is accepted by the tenant.

c. Can the lease be extended?

This option will be available soon.

d. What happens when I want to cancel a closed deal?

If you cancel before the move-in date, you must return the first payment to the tenant. After that, you can only cancel if you both agree on the terms.

e. Does Milluu provide insurance?

Milluu offers as part of the Milluu rent a liability insurance from Groupama, which covers up to 10.000 euro for damages made by the tenant on your goods.

f. What are the Milluu maintenance tools?

You can manage your utility bills and be notified by the tenant when they have made the payment. You will receive your updates monthly on the due date you have set up. Also, you can manage maintenance issues that either you or the tenant create.

g. How do I set up utility bill management?

Depending on who receives the bill of the utility – either you or the tenant, you have two options:
1. If you have the bill, then you create a recurrence notification for that utility, set a due date. Each month you upload the bill and the tenant on the due date must upload the payment proof.
2. If the tenant receives the bill, you only have to create a recurrence for that utility and add a due date. The tenant will upload first the bill and then the payment proof.

In either case, Milluu will notify you and help you stay on top with your bills.

h. How do I use the maintenance option?

If you want to create a new ticket, you must select a type, add a description and a photo, if the case. The ticket will then be sent to the tenant and you can both decide how to proceed.
If the tenant created the ticket, you can see the details and act on them. Both you or the tenant can mark the ticket as solved when it’s done.

9. Privacy & security

a. What private information is shared with the tenant?

The tenant has access only to the public profile - check your profile preview to see what they can.

b. What are my safety nets regarding scams or inappropriate users?

You can report and add reviews instantly. Milluu values your feedback and all users with a suspicious behaviour will be banned from app. Also, you should consult the user rating before connecting to them.

We would also appreciate it if you replied to all our feedback inquiries – this will contribute greatly to our community and help us offer you improved services continuously.

c. What happens if the tenant cancels the deal?

If the tenant cancels the deal before the move-in date, they will lose the deposit.

If they cancel after the move-in date, they must make sure to respect the agreed notice period and discuss with you before cancelling in app.

Milluu will end all processes once the cancellation of the deal is activated.

For Tenants

1. What information is mandatory to create a tenant profile?

You must complete your profile in order to connect with listers. Download the app, start your profiling with Milluu bot and follow the app flow to finalise your profile.

a. Why is ID verification important?

A verified ID adds strength to your profile. Listers may require a verified ID before you send a request to match to make sure your account is not fake. Don’t worry about privacy, your documents & personal info will never be shared. Milluu will only use them to confirm your identity and ensure a safe and trustworthy community.

b. What information do I need to send in a rental application?

The form will include your final moving details. Also, you can add supplementary documents such as bank deposit, employment letter, landlord reference to try to convince the lister.

2. How to search for new properties?

According to your profile and preferences, Milluu will send you a selection of the properties that best fit your needs. The preferences are established while in the profiling step with Milluu bot or via filters.

a. Can I update my filters?

Yes, you can permanently adjust your filters – found in the Search screen. You can only have one active search, but can save more search filters.

b. Can I change my personal info?

Yes, in your profile. Your personal info will influence your search. Also, your moving preferences are included in your profile.

c. Can I save the properties I like?

Yes, you can add your favourite properties in your Wishlist. Once you have decided to contact a lister, first of all you must send them a request to match.

d. What are the Milluu property standards?

Milluu takes extensive measures to ensure the property and the lister are authentic. Each lister must provide documents to prove they have the right to represent that property. Also, for a listing to be published, the lister must include at least one picture per room and match the address entered with a property document.

Only apartments that are available for a minimum of 1 month are available on Milluu.

3. How do I connect with listers?

First, you have to send a request to match in order to connect with a lister. Each match is made per property. So if that lister has more properties listed, you must send a request to match for each one.

a. What is a request to match?

A request to match is the way to show a lister you are interested in their place. To contact them, they must accept you. This process helps you deal only with relevant matches. So, the lister must accept or reject your request in 24h. That way, you won’t waste precious time.

b. How can I contact the listers who accept me?

After a match is made, you can call or chat with the lister. A dedicated chatroom will be opened, and you can talk to the lister. Also, you can schedule viewings or send applications to rent once the match is made.

c. How to schedule a viewing?

The button view under the property you have a match which allows you to select intervals and send a viewing request to the lister. They have 24h to reply.

4. I like a property. How can I rent it with Milluu?

If you have decided on a property, you can rent it with Milluu and pay your rent online. You must fill in your rental application and then send it to the lister. You can access this option via rent button in the dedicated chatroom or under the property (Apply for rent)..

a. What is a rental application?

Your rental application is basically the digital version of your moving details. The application may be personalized with documents to make your application stronger by uploading a letter of intent or employer’s letter. This is easier, you just upload a scan/ picture of the documents needed and save them in your application. The application file is seen by the lister only if you decide to apply for that property. Otherwise, the file is only for your eyes only

b. How to confirm a deal?

You must make the first payment – the first month & the deposit (if the case) – to confirm a deal. Follow the steps in app:
i. You send the application to rent.
ii. If the lister agrees, they will send you a rental proposal and signed e-contract in 24h.
iii. You must sign the contract also and accept the proposal in the next 24h by making the payment. Otherwise the deal is lost.
The money will be transferred to the lister in maximum of 5 working days.

c. Do I need to pay to confirm the deal?

Yes, you need to pay the first month & deposit.

5. Milluu Rent – how does it work?

Milluu Rent is the smart and completely digitalised option to pay your rent. You and the lister can choose between two options:

- One-time payment to secure your apartment by paying the first month & the deposit.
- Recurrent monthly pay – after the first month, you can keep your entire rent online and pay automatically at a certain date every month of the lease period.

a. How to pay my rent in-app?

You must add your payment details and confirm the rental proposal from the lister. They establish the rent details:
- Move-in date
- Lease period
- Rent value
- Recurrent payment date

b. Cancellation policy

If the lister cancels before the move-in, you are entitled to a complete refund.
If you decide to cancel before the move-in, you will lose the deposit.
After the move-in, you must respect the notice period and let the lister know in due time.
Your rating might be affected depending on the reason of the cancellation. Milluu may reduce it or the lister may rate you negatively.

c. Is there a fee for paying in-app?

Milluu does not perceive any fees, but as any bank transfer there will be certain costs for each transaction.

d. What’s the e-contract?

The contract provided by Milluu in digital form is a template document prepared by a legal team, taking into account the law and the equality principles that Milluu encourages between the lister and the tenant.
You can see the template in Manage lease_ About Milluu rent_ e-contract and on site. The document can be printed and signed directly and registered at ANAF.

e. Why should I use Milluu rent?

Milluu rent is the completely digitalised version of dealing with your rent. You can close your deal and receive the first payment online. Milluu provides a complete e-contract and offers a free Liability insurance as benefit.

Furthermore, you can benefit from management tools once you activate recurrence on monthly payments.

Enjoy a careless management of the lease contract with Milluu!

6. We closed the deal. What next?

Congratulations 😊! If you’ve chosen Milluu rent, we will keep you in the loop and send you reminders regarding the next steps.

a. Can we update the deal details?

Yes, the lister has the right to do so before the deal is confirmed by payment. Updates during the lease are not possible at the moment.

b. How do I get the key for the apartment?

You talk to the lister and establish the logistics.

c. What is the cancellation policy?

For the recurrent monthly payments, you must establish with your lister and respect the notice period you agreed upon.

d. Does Milluu provide insurance?

Milluu offers as part of the Milluu rent a liability insurance from Groupama, which covers up to 10.000 euro for damages made by the tenant on your goods.

e. Can I extend the lease?

This option will be available soon.

f. What are the Milluu maintenance tools?

You can manage your utility bills and be notified by the tenant when they have made the payment. You will receive your updates monthly on the due date you have set up. Also, you can manage maintenance issues that either you or the lister create.

g. How do I set up utility bill management?

Depending on who receives the bill of the utility – either you or the lister, there are two options. Regardless, it is the lister who sets up the recurrence, so feel free to ask them to try out this tool:
i. If the lister receives the bill, then they must create a recurrence notification for that utility and set a due date. Each month they will upload the bill and then you, as the tenant, will have to upload the payment proof on the due date.
ii. If you receive the bill, they must create a recurrence for that utility and add a due date. You must upload first the bill and then the payment proof.

In either case, Milluu will notify you and help you stay on top with your bills.

h. How do I use the maintenance option?

If you want to create a new ticket, you must select a type, add a description and a photo, if the case. The ticket will then be sent to the lister and you can both decide how to proceed.
If the lister created the ticket, you can see the details and grant them permission to enter. Both you or the lister can mark the ticket as solved when it’s done.

7. Privacy & guarantees

a. What information is shared with the lister?

The Lister has access only to the public profile – check your profile preview.
If you apply for rent, they will also have access to your application file.

b. What happens if the lister cancels the deal after move-in?

The lister can cancel the deal only if you both agree on the terms.

c. What are my safety nets regarding scams or inappropriate users?

You can report and add reviews instantly. Milluu values your feedback and all users with a suspicious behaviour will be banned from app. Also, you should consult the user rating before connecting to them.

We would also appreciate it if you replied to all our feedback inquiries – this will contribute greatly to our community and help us offer you improved services continuously.
Milluu also provides a strong contract to cover your rights.