Tenant FAQ

Find out more about how to rent, documents required and payment methods

Getting Started

Why should I rent with Instahome?

Instahome is the first all-in-one home rental platform in Malaysia. We inspect and verify all units individually, so you don’t have to. On Instahome, you can browse through photos, videos and virtual tours easily online. You can even schedule a physical viewing online too. We are also the only platform in Malaysia that accepts credit/debit card and Online FPX for deposit payment. Direct debit is available to ensure you will never miss a monthly payment. Moreover, you can even earn rewards for making your monthly rent payment. We are the first online platform that provides a seamless end-to-end experience for renters in Malaysia.

Do I have to pay extra to rent?

Instahome is free of charge for tenants.

I can't find a property/area

Send us a direct message on Facebook or Instagram, and we will assist in finding you the most suitable home for rent. Alternatively, you can also submit a Search Request Form available on the search page.

Who is Instabuddy?

Instabuddy is Instahome’s team member that will help you throughout the entire renting process. You will meet our Instabuddy during the viewing, move in and move out process, and even talk to our Instabuddy through our customer service channels.

Viewing

How do I view homes?

Every unit comes with professionally shot photographs, video and virtual tours online. You can schedule for an Online Viewing or an In-person Viewing directly on the page of the listing you are interested in. 

Can I view in-person?

(2021 MCO/FMCO/EMCO/CMCO Update) You can still go for physical viewing if the building management permits and if you comply with the Government’s SOP. Physical viewings can be dangerous during COVID-19, so we really encourage you to view the unit online by giving you RM500 discount if you view and book online. If you need more guidance, ask us for a virtual tour session or a live call! We love meeting and talking to our users online.

When can I go for in-person viewing?

Monday to Friday: Between 2PM and 9PM. Saturday and Sunday: Between 9AM and 5PM.

Who will be at the viewing?

Our Instabuddy will reach out to you upon receiving your viewing request. He/she will accompany you throughout the viewing to feel safe and answer any question you may have. The property agent may also be at the viewing session.

Can I reschedule or cancel a viewing?

If your Instabuddy has already reached out to you through Whatsapp, you may cancel or reschedule the viewing directly with him/her. If Instabuddy has not yet contacted you, you may cancel or reschedule your viewing session via the calendar invite.

Booking

How do I book a home?

Click “Book Now” from our listing page and submit your personal information. You will be requested to submit additional documents, too, depending on your nationality and employment status.

What are the documents required?

For Malaysians, you will need to submit just a digital copy of your NRIC. For Non-Malaysians, you will need to submit a digital copy of your passport and Visa. For students (Malaysian/Non-Malaysian), you will need to submit a copy of your student offer letter or student ID.

When will my booking be confirmed?

We will confirm your reservation within 48 hours. You will receive an email upon confirmation with instructions on signing the tenancy agreement digitally and paying your advance rental and deposit online. If we reject your reservation, we will assist you in finding an alternative home.

How many home can I book?

At this moment, you may only book 1 home per account. If you’d like to book more than 1 home, you may do so by creating another account.

Can I reschedule or cancel a viewing?

If your Instabuddy has already reached out to you through Whatsapp, you may cancel or reschedule the viewing directly with him/her. If Instabuddy has not yet contacted you, you may cancel or reschedule your viewing session via the calendar invite.

What is Booking Fee (Advance Rent)?

The booking fee is the advance rent of your booking, which is equal to one month rent. It is non-refundable unless your booking was rejected by the landlord. When you submit your booking, you will be required to make this payment and submit your identification document. You will only have to pay the remaining deposit after receiving confirmation within 48 hours.

How do I cancel my booking?

Please email support@instahome.com to process this request.

How do I track the progress of my booking?

You can see the status of ​your booking under ‘My Home’. When the landlord accepts your booking, the status will switch from “Reservation in progress” to “Sign and Pay”. Once you have successfully signed and paid for your home, the status bar will automatically change to show your home and the next month’s rental.

Why did my booking get rejected?

In most cases of rejection, the availability of the listings might not be up-to-date. As a result, your booking may be rejected. We would like to apologise if this happens. We are doing our best to improve our processes and make sure that all listings’ availability are up-to-date.

What is Digital Tenancy Agreement?

You can now sign the tenancy agreement online. The agreement covers all the essential rental terms you need to know, from the tenancy period to all parties’ responsibilities.

Is Digital Tenancy Agreement legal?

Yes, of course! Digital signatures are legal in Malaysia provided they fulfil Section 7 of Electronic Commerce Act 2006 and Section 62(2) of Digital Signature Act 1997. You may refer to our e-signature partner, HelloSign, for more information on legality.

Payment

What is Advance Rental (Booking Fee)?

This will be your first month’s rent. Any excess paid will be used to cover your rent in your final month. This is not refundable as this constitutes your rent.

What is Security Deposit?
Security deposit is a refundable deposit that your landlord sets. Most of the time, this will be two months worth of rent. This deposit would be returned entirely to you at the end of the tenancy agreement by the landlord if no damages were done to the property or no money owed.
What is Utility Deposit?

Similar to the security deposit, a utility deposit is a refundable deposit that is fixed at 0.5 months worth of rent. However, if you default on the utility bill payments, the landlord has the right to deduct the cost from the utility bill deposit.

How will I receive the deposit refund?

Your landlord will refund the total sum of security and utility deposit to you if there are no sums owing or damages to the rental property. If your landlord transfers your deposit to us before the 5th of the month, we will transfer it back to you on the 14th of the month.

When do I have to pay my rent?

The monthly rent is due on the 1st of every month. The rent will be debited from your account on the 1st business day of every month for direct debit users.

How do I pay my rent?

Log in and go to your dashboard. Select “Pay Rent” and proceed with the payment process. We encourage you to sign up for direct debit so you can have peace of mind that your payment will be on time, every time.

What is Late Payment Fee?

When you pay late, you will be charged a late payment fee. This fee is RM50.00 to be paid on top of your next month’s rent. We may also terminate your agreement and payment records will be submitted to credit reporting agencies and public databases in serious cases.

How do I pay electricity and water bill?

You will be responsible for the electricity and water bills of your rental unit. The electricity bill can either be paid with the invoice you will receive in the letterbox or through myTNB online. The water bill is commonly paid to the management of the building. Your Instabuddy will be explaining the details to you.

Move In and Move Out

Can I change move-in or move-out date?

You can do this if you have not signed the tenancy agreement. To get help, please contact us at support@instahome.com

What is Move-In Inspection?

Our Instabuddy will conduct this move-in inspection to record the condition of the property when you moved in. The Instabuddy will create an inventory list where he will record the condition of furnishings.

Can I renew my tenancy?

Enjoying your stay? Renew your tenancy by contacting your Instabuddy or support@instahome.com

What do I need to do before move-out?

Email us at support@instahome.com to schedule a move-out. Our Instabuddy will reach out to you upon receiving your move out request, and be present so that he/she can conduct a move out inspection. You are required to return the unit in a reasonably similar condition as when move-in. As per market standard, you also need to service the air conditioners. You can find a detailed list in Schedule A of your tenancy agreement.

What is a Move-Out Inspection?

The property should be returned in the same condition as during move-in. During move out, the inventory list created at move in inspection will be shared with the landlord to check through the unit.

House Rules

Are utilities bills (electricity, water, internet) included?

It depends. Some listings have utilities included, and some do not. You can find out more about each specific listing under the “Pricing and Availability” section. You can also read your tenancy agreement to check if the utilities are included.

What are the house rules?

You can find out about the house rules from the “House Rules” section in the listing. Every home has different rules. Be sure to check what they are, and comply with them.

Can I sublet?

You may not sublet any parts of your home. This is a term in the tenancy agreement.

Can I renovate?

Tenants may not alter or install any structure, fixtures, fittings, electrical points or major appliances without first informing and obtaining the Landlord’s consent in writing.

Maintenance

How do I request for maintenance?

Be sure to check if the maintenance service is borne by you or by your landlord. If you need to find a maintenance service provider, contact us at support@instahome.com and we will help you to arrange it with our partner service provider.

Who should pay for lightbulb repair?

You can find the list of maintenance that is to be borne by you in Schedule B of your tenancy agreement. For maintenance that is borne by the landlord, please contact us at support@instahome.com

Which maintenance are my responsibility?

Generally, fair wear and tear are borne by you and structural defects are borne by your landlord. A detailed list of maintenance responsibilities can be found in Schedule B of your tenancy agreement.

My Account

Forgot my password

No worries! Just click “Forgot Password?” on the login page and we’ll send a password reset link to the email address on your account.

How do I change my password?

You can change your password under My Account.

How do I change my email or phone number?

Unfortunately you will not be able to do that on our platform. Please write in to support@instahome.com if you need help with this.

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