Emil-Claar-Straße 17, Frankfurt

Please refer to the Rental Agreement you signed with PMG to find more information about your minimum stay, termination notice and end-of-contract dates. They sent you a copy of the Rental Agreement via email during the signing process. You can find this information in the Termination section of your contract.

When moving into a new place, it's important to consider all the costs associated with it. Apart from the rent, there are other expenses that you need to keep in mind. Here's a breakdown of what you can expect: Membership fee and deposit: These are one-time fees that you need to settle before moving in. The deposit will be refunded after the contract termination, if no issues arise. Included in your rent: Your rent covers bills, internet, and cleaning services (depending on your contract details). Not included in your rent: Germany: The TV and Radio Tax, or Rundfunkbeitrag, is mandatory by German law and costs €53 for every 3 months. This is shared by all tenants in the flat. PMG cannot take care of the payment on behalf of tenants, but you can share the costs with your flatmates.

Your comfort is very important, and They want you to always feel at home with PMG. Room changes are possible, but They are only allowed if you have completed your minimum stay. In order to change rooms, you will also need to sign a new contract with us. You can learn more about the Minimum stay clause here.

Tenants who have booked their stay directly with PMG have the right to revoke their contract within 14 days from the date of conclusion of the contact (in other words, the date you signed your contract).

We’re sorry to hear you’re leaving us. But hey, they might cross paths again! In order to terminate your contract you need to first check 3 important aspects: Your minimum stay The termination notice period The permitted end-of-contract dates These can be found in your Rental Agreement, which they sent to your email during your contract signature process.

The rental agreement notice period is explicitly outlined in the lease or rental agreement document that you signed when initially renting the property. You should have received a copy of this document by email during the contract signing process. Look for sections related to "Termination" or "Notice" to find the specific details regarding notice periods. The notice period is crucial for both parties to plan accordingly. It allows you to find a new place and PMG to prepare the property for a new occupant. It helps avoid abrupt changes and ensures a smoother transition for everyone involved.

If you are unsure about your minimum stay, please refer to your contract or reach out to their team for assistance. They are always happy to help clarify any questions or concerns you may have. It is important to note that the minimum stay requirement is in place to ensure that they can provide a consistent and reliable service to all of their tenants. By committing to a minimum stay, they can ensure that they have the resources and capacity to meet your needs and provide you with the best possible experience. At PMG, they are committed to providing their tenants with the highest level of customer service and support. If you have any questions or concerns about your minimum stay or any other aspect of your rental agreement.

They are happy to hear that you want to extend your contract with PMG! Your contract has no expiration date, which means that you can stay in your flat for as long as you like. They believe this commitment to an open ended agreement offers you all the flexibility you need to decide how long you want to stay with PMG, and ensures a stress-free and convenient living experience. However, in case you already terminated your contract but changed your mind and decided to extend your stay, please create a Help Request through our Member's Portal or your PMG App. Be aware that extensions will be granted based on room availability.

At PMG, they want to make sure that your move-in process is as smooth as possible. That's why they have a clear payment process in place. Here's what you need to know about when the first payments are due: Deposit and Membership Fee Once you have entered your payment details on our payment platform, the deposit and membership fee will be charged. These fees need to be settled as soon as your contract has been signed and at latest one week before your contract starts so that they can send you proper move-in instructions for your new apartment. First Rent Payment The first rent payment takes place on different dates depending on how you booked with PMG. Here's what you need to know: If you booked directly with PMG: All payments need to be settled before your move-in date in order to receive your keys. The first month rent is charged automatically on the day the contract officially starts and from then on, the transfer of the rent is always due on the first day of the month. If you are moving in the middle of the month, then the first rent is due one day before your contract starts. After that, you will receive an invoice each month when the rent has been paid. Their system automatically withdraws the rental payment on the 1st of each month — depending on your bank it could take a few days to show up in your account. If you booked through a different platform All payments (1st rent, deposit, and membership fee) need to be settled before your move-in date in order to receive your keys. If you booked through one of their partner companies, most of these platforms charge you the 1st rent themselves and then transfer it to PMG. Please make sure you follow their instructions and processes timely. Keep in mind the membership fee and the deposit are still settled directly with PMG, through their payment platform Stripe. Some of these platforms charge their own fees for their services. Keep in mind these fees are not related to PMG and do not cover your deposit, rent, or membership fee. If your move-in date is very close and you choose the SEPA payment option, your transfer can take a few days to take place and this holds your key handover. In that case, they suggest that you pay with a timely method such as a debit/credit card. they hope this information helps you understand when the first payments are due.

The deposit will be charged once you’ve entered your payment details after you received your contract. However, the deposit is due one week before your contract start date. Keep in mind the payment of the deposit and membership fee is conditional to receive your move-in instructions and keys to your apartment. If these fees are not settled at least 3 days before the contract start date, it’s highly possible that you might not be able to keep your move-in day.

If you have already made the payment but your deposit is still showing as pending, there are a few possible reasons that could cause this issue. The payment details you provided are incorrect. If there was a mistake in the information you entered, this could be the reason why your deposit is still pending. To check your payment details, simply click on the link that was sent to you during the onboarding process and enter your details. You have insufficient funds in your bank account. If this is the case, you will need to transfer the necessary funds to your account to ensure that the payment can be processed successfully. Your bank denied the payment due to other reasons. You should get in touch with your bank to find out why the payment was denied. This could be due to a variety of reasons such as a hold on your account or a security issue. In any case, if you are still experiencing issues with your deposit, please create a Help Request through our Member's Portal or your PMG App. They are committed to ensuring that all their customers have a seamless experience when using their platform and they will do everything they can to resolve any issues you may be experiencing.

If you are referring to the first month rent, you can find all information about your first payments here. Regarding the following rents after you have moved in: The transfer of the rent is always due on the first day of the month. Their system automatically withdraws the rental payment on that day from your chosen payment method, but depending on your bank it could take a few days to show up in your account.

At PMG, they want to make sure that their payment terms are clear and easy to understand. Here are some important things to keep in mind when it comes to paying your monthly rent: Rent is due in advance: You will need to pay your rent for the upcoming month before the first day of that month. This means that if you are renting a PMG apartment for the month of October, you will need to pay your rent before October 1st. Automatic payments: Their system will automatically withdraw your rental payment from your chosen payment method between the 27th of the preceding month and the first working day of each month. This means that you don't need to worry about manually making a payment each month. Payment processing time: Depending on your bank, it may take a few days for your payment to show up in your account. Please keep this in mind when planning your budget. Invoices: After your rent is paid, their system will automatically send you a receipt.

This is entirely up to you. When they receive the termination request, they will ask you to confirm and provide us with your updated bank account information. This way they make sure that you receive your deposit in the desired account. Keep in mind that refunds to a Non-EU bank account generate a fee of 100 Euros and might experience significant delays in the timeline of your refund due to the bank’s processing times for international transfers. they highly recommend using your EU account to guarantee that your refund gets to you in the expected timeframe. If you have terminated your contract and haven’t sent them this information yet, please create a Help request through their Member's Portal or your PMG App. This information is key for them to refund your deposit timely.

When terminating the contract through your Member’s Portal, your bank details should already be collected during the steps followed there.

However, if you have terminated your contract and haven’t yet sent them this information, please create a Help Request. This information is key for them to refund your deposit timely.

After you move out, they will check the condition of your room/common areas and make sure the move-out instructions were completed, and they will generate your deposit based on that assessment. This amount should be reflected in your account within the next 8 weeks after your contract end date. The following steps upon your move-out are essential for them to refund your deposit in a timely manner: You dropped off your full keyset in a correct manner and within the deadline You submitted your current bank details after your contract termination You have left the room in a clean condition and submitted visual proof (video) of that to their Support Team You carefully followed the move-out instructions, which were sent to you via email If you decide to move out earlier than the official date on which your contract ends, your deposit refund should still be expected up to 8 weeks from your end-of-the-contract date. Please bear in mind that earlier payouts are not possible.

The deposit will be refunded within 8 weeks after your contract termination date. If the deposit was not refunded in the time frame mentioned above, please check the following: Your end of the contract: The 8 weeks time frame starts from your contract end date. You can check this date on their email confirming your termination request. If you moved out earlier from your PMG home, the 8 weeks calculation is still based on your contract end date and not the move-out date.

If so, please keep in mind that there are processing times needed for all repairs, new purchases, and insurance claims, among other processes that need to take place before the refund. Your bank details: When terminating the contract they asked you for your bank details. To ensure a swift deposit refund, please make sure that the bank details you provided are correct. Click here for more information on the information you need to provide.

Refunds to a Non-EU bank account might experience significant delays in the timeline of your refund due to the bank’s processing times for international transfers. This is strictly related to how banks perform international transfers and do not depend on PMG. Also keep in mind that refunds to a Non-EU bank account generate a fee of €100. they highly recommend using an EU account to guarantee that your refund gets to you in the expected timeframe.

You can easily update your payment method by logging into your account.

If you are having trouble with your payment going through, there are a few things you can try: Check your card details: Make sure that the card details you have entered are correct, including the card number, expiration date, and CVV code. Contact your bank: Sometimes, banks will block transactions that they deem suspicious or fraudulent. Contact your bank to make sure that they are not blocking the payment and to authorize the transaction. Try a different payment method: You can find instructions on how to update your payment method here.

There are cases where credit cards issued in Non-EU countries will reject the payments due to limitations by your card provider and your local government legislation. The ideal solution is to open a bank account in the country you are moving into and where your PMG home is. For an alternative faster solution for your payments before moving, look for online-based accounts. they recommend doing some research on your options. You would top up your online account and this provides you with a range of payment facilities to make your payments within the EU. they highly recommend only using these alternative platforms for your 1st payments and changing to a local bank account once you are settled in. Not only will this be the most reliable, fastest way to pay but you will also have local support if you ever need to contact your bank.

After the rent is paid, the system will automatically send you a receipt via email in PDF format.

If you were charged a different amount than the one stated in your contract, kindly reach out to them with the following details: Bank statements where the transaction details are clear in PDF format, this being the IBAN where the amount was transferred to, the date of the transaction, account holder, etc. You can get this document directly from your bank. Please note that a screenshot from your bank movements is not the same as the bank statement.

Email: After the rent is paid, the system will automatically send you an invoice. In some cases, your invoice may have already expired and is not available for download anymore. If this happens, they suggest you find the invoice email they sent you that month. In the body of that email, you’ll find a screenshot of the invoice with all the relevant information.

If you’re having trouble downloading your invoice, it could be that the link has expired. The download links for the invoices come directly from our payment provider Stripe, and they expire after 30 days. The good news is that you can always access your invoices by email. After the rent is paid, the system automatically sends you the invoice by email with all the relevant information, so be sure to check your inbox!

At PMG, They have designed a move-in process that’s fully independent, easy, and straightforward. Your keys will be ready for pick-up on your move-in day from 15:00 and the move-ins take place between 15:00 - 18:00. Keep in mind that move-ins are only possible during business days. If your selected move-in date falls on a weekend or a national holiday, please choose a different date and inform them via the members portal here. It can be as early as the next business day! They will send you the move-in instructions one week before your contract starts. Depending on where you are moving into, your keys are handed over by a Partner company or through a smart key storage system. Both of these offer convenience, great time flexibility, and high security. With your move-in instructions in hand, all you need to do is follow these step-by-step and you’re in! They highly recommend moving in during our working hours in case you have questions or need our support. Keep in mind our Support team is available Mon-Fri from 9:00 am to 6:00 pm. Happy move-in!

They will send you the move-in instructions by email, one week before your start-of-contract date so you can collect your keys and move into your new home! Keep an eye on incoming emails from their team. Please also make sure that all pre-move-in fees are paid, including the deposit and membership fee, since these are mandatory for them to send your move-in instructions.

They’re glad to see that you are enthusiastic about your upcoming move-in! They understand that sometimes it can make things easier if you can move into your room earlier. Unfortunately, They are unable to accommodate such requests due to logistical reasons, as there is typically a new tenant scheduled to move in immediately after the previous one departs. Moreover, adhering to these timelines is essential from a legal standpoint.