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Frequently asked questions

Contracts

The minimum contract duration is six months. After this initial 6 months’ period, the contract will automatically roll on for unlimited time with one month cancellation period. In case of an early cancelation by the user within the minimum contract duration, Homie will still charge the user the remaining minimum monthly fees for the remaining months.

To cover logistics costs, Homie charges €75.00 pick-up costs if the user requests the appliance to be picked up within one year of delivery.

After one year, cancelling is free of charge.

The deposit is €35 of €50. After contract cancellation you will receive this back.

 

Click here for the general conditions.
View our example contract here

Yes, as a user you can consult us to discuss the possibilities.

You have the right to withdraw from the agreement with Homie within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you received the product (the washing machine / dryer / dishwasher / refrigerator).

To exercise the right of withdrawal, you must inform us by means of an unambiguous statement that you are withdrawing from the contract. It is best to send us an e-mail or contact us by telephone. It is also possible to use our model withdrawal form, or the European model withdrawal form to notify us that you are canceling the purchase. However, use of this form is not mandatory. To meet the withdrawal period, it is sufficient for you to send your communication that you are canceling the agreement before the withdrawal period has expired.

Consequences of the withdrawal

If you want to withdraw from the agreement, please take the following aspects into account:

– You are only obliged to pay any costs for the service up to the moment of termination. This means that after we have installed the washing machine / dryer / dishwasher at your place, we may charge you for any costs incurred for installing the product.

– Have you already used our products (ie did some laundry)? Then we may also charge you these costs (pay-per-use) for the use of our services.

– It is important that you handle our products carefully and neatly. If you have done more with our products than is necessary to determine the nature, characteristics and operation of our products, we may charge you costs.

Refund

If you withdraw the agreement, you will receive all payments you have made up to that date and in any case no later than 14 days after we have been informed of your decision to withdraw from the contract. We will refund you with the same payment method with which you made the original transaction, unless you have expressly agreed otherwise; in any case, you will for such refund
no costs will be charged. You are only obliged to pay any (subscription) costs for the service until the moment of termination.

Returns

With regard to the return of our products, you can choose to return the products yourself or send them back to Wagenmakersweg 3, 3449HV Woerden. The costs for returning are for your account. Make sure to pack the product carefully to prevent damage. You must return or hand over the products to us immediately, but in any case no later than 14 days after the day on which you have notified us of the decision to withdraw from the agreement.

However, we prefer that you inform us of the cancellation and that we come and collect the product from you. We will then make an appointment with you when we visit you. We do charge costs for this. The costs for return transport of our products are € 75.

You can always transfer your Homie applaince to another user. The new user can only take over the appliance, not the contract. Both the former and new user should contact Homie. It is a sustainable alternative and it can save you €75,- pick-up costs if you leave Homie within 12 months.

It is easy!

  1. The former user requests a cancellation request via the contact form
    Indicate the details of the takeover (name new user and date)
  2. The new user places an order online for the applicable machine.
    Indicate that it regards a take-over from customer (name).
  3. We terminate the contract of the former user on the agreed date and remotely connect the appliance to the new user. The new user can immediately start washing and manage his transactions with his own app.

Ordering and delivery

You can order your Homie on our website. This will automatically bring you to our order page, where you can place an order for one of our machines. You will then go through the following 5 steps:

1. Product selection. Select one or more appliances to order.
2. Personal details. Here we ask for your contact details so we know where to deliver your device and how to reach you. You create an account at our payment provider KUARIO.
3. Delivery. Here we ask for your delivery preferences, and where exactly the device should be placed. It will be very helpful information for delivery team.
4. Extra questions. We would like to know a little more about you and your washing behaviour.
5. Confirmation and payment. In this last step, we ask you which type user contract you want to opt for, whether you have all the necessary connections and if you have an old appliance to return. Subsequently, you pay the deposit. Finally, we ask you to check and confirm that you have entered everything correctly. A bit formal, but it has to be done.

After placing your order, you receive a confirmation and your contract per email. Wecontact you within one working day to communicate the delivery date and time.

You can order multiple appliances simultaneously by selecting them in step 1 of the ordering process. Have you already completed an order, butyou wish to order another appliance? This can be done by placing the next order with the same account.

Yes. Homie ensures free delivery and connection of your Homie appliance. On every floor and even on a pull switch.

After you have placed the order we will contact you within 1 working day. Homie delivers within three working days and chooses the most sustainable route. We deliver on Monday-Friday between 08.00am and 6.00pm.

Homie ensures free delivery and regular connection to the required connections (electricity, drainage, supply).

After placing an order, we communicate the delivery time by e-mail and telephone. You will not receive a track & trace code. Our delivery team calls about 15 minutes before arrival time.

The contract holder must be present at the time of delivery or leave a valid ID and provide us with the name and telephone number of a contact person who will be present at the time of delivery.

If the customer is not at home at the scheduled delivery or collection time, the device will be taken back and this will be considered a failed delivery. Homie may charge €75,- for this.

Yes, we deliver our Homies to everyone on every floor! Even if we have to go up with the elevator or stairs.

Yes, if you order a Homie, we take the old appliance with us free of charge.We are happy to recycle old appliances together with our partner Wecycle and thus reduce electronic waste.

In the ordering process you can indicate that you have an old device. Please make sure that your appliance is disconnected and ready for pick-up.

No, it is a freestanding dishwasher. However, you may be able to place it under a counter top. Check this with the dimensions.

Yes, after extensively testing it we know for sure that the Homie dryer can be on top of the Homie washing machine (without an additional spacer)

No, unfortunately we only have space to take one old washing machine or one old dryer with us.

For living situations with little space and small or single households a washing and drying combination is suitable. This way you have two appliances in one. With this washer and dryer combo you can easily and quickly wash and dry small amounts of clothes. The condense dryer is smaller and less energy-efficient than our heat pump dryer.

Cancelation and return

After the minimum contract duration of 6 months, you can cancel the agreement with a cancelation period of one month.

After 6 months, Homie can be canceled monthly and you pay no cancellation costs or remaining monthly fees. If you leave Homie within 12 months, we charge € 75 pick-up costs. After 12 months of use, you can terminate your Homie contract free of charge.

When you transfer your appliance to a new user within one year you will save the €75,- pick-up costs!

Do you need to cancel your contract? Fill out our contact form. We will then contact you to pick-up the appliance within one month.

Are you sure you want to leave Homie? Did you know you  can take over your own appliance*, we have a free moving service and that you can transfer your appliance to a new tenant? Inquire about the possibilities.

*inquire about the conditions.

Payments

KUARIO is our payment provider where you create an account during the order process. KUARIO facilitates direct debit and manages transactions. When you place an order and pay the deposit you authorize direct debit.

Optional payment methods are: iDeal and Creditcard (Visa and Mastercard).

The direct debit is activated while connecting the machine on the date of installation.

The (minimum) monthly usage fees are automatically debited one month in advance, starting from the day of installation and then monthly on this day.

Yes, we believe that also people who might have less to spend are entitled to a good and energy-efficient machine. And thanks to our pay per use concept, the costs for the customer can easily be kept under control. Homie customers also do not get a BKR.

The required WiFi connection

Our washing machines and dryers are connected to the Homie platform via a smart tracker and the customer’s WiFi. This way we are able to receive information about the use of our appliances and we can send an invoice every time a machine is used.

The tracker for the dishwasher is still in development and is therefore not connected with a network.

The 2.4 GHz band is the original frequency at which a wifi signal is transmitted. Nowadays, most households use this frequency: often this is the standard setting on the router from the beginning. If you really want to be sure, you can check it in different ways depending on the router. The best way is to check the manufacturer’s website. With some routers it is stated on the router itself or on the packaging in which it was delivered.

When your machine is online you will receive an email after each wash. When your appliance has been offline for 7 days you will receive an automatic e-mail. with a warning. We ask you to reconnect it to the Wifi/

Homie appliances can only connect to regular WiFi networks, but do not work with public WiFi networks when they require an additional login. Furthermore, our appliances can only connect to the standard 2.4GHz WiFi band, but do not work with networks using only the 5GHz band.

Your Homie appliance can save a certain amount of usage data during offline status. With continuous offline status the appliance can block itself. When you reconnect the appliance you can use it automatically again.

 

Moving and changes

Within the Netherlands you can take your Homie with you when you move. Notify us at least one month in advance of the change of address so that we can adjust it in our system. When you move the appliance yourself, please note that potential damaging is for your own risk. You also need to use transit bolts.

 

Homie can freely assist in moving your appliance to your new address. Contact us to discuss the possibilities. We offer this service maximum once every 2 years.

In your Homie account under my details you can change your email address or telephone number.

The required connections:

The water tap must have a thread so that we can attach the supply hose to it. The water supply hose has a diameter of 30 mm. Furthermore, the water tap must be within 1 meter of the washing machine.

The drain pipe must have a minimum inner diameter of 35 mm and be within 1 meter of the washing machine.

We can connect the washing machine to a normal (earthed) power socket as well as to a pull switch (often in bathrooms). Make sure there is an electricity point within 1 meter of the washing machine

Still not sure? Send us a photo so we can take a look.

We can connect the washing machine to a normal (earthed) power socket as well as to a pull switch (often in bathrooms). Make sure there is an electricity point within 1 meter of the washing machine.

Still not sure? Send us a photo so we can take a look.

The water tap must have a thread so that we can attach the supply hose to it. The water supply hose has a diameter of 30 mm. Furthermore, the water tap must be within 1 meter of the washing machine.

The drain pipe must have a minimum inner diameter of 35 mm and be within 1 meter of the washing machine.

We can connect the washing machine to a normal (earthed) power socket as well as to a pull switch (often in bathrooms). Make sure there is an electricity point within 1 meter of the washing machine

Still not sure? Send us a photo so we can take a look.

The water tap must have a thread so that we can attach the supply hose to it. The water supply hose has a diameter of 30 mm. Furthermore, the water tap must be within 1 meter of the appliance.

The drain pipe must have a minimum inner diameter of 35 mm and be within 1 meter of the washing machine.

We can connect the washing machine to a normal (earthed) power socket as well as to a pull switch (often in bathrooms). Make sure there is an electricity point within 1 meter of the washing machine

Still not sure? Send us a photo so we can take a look.

Technical issues with the appliances

First check whether the water comes from the machine itself, from the drain or from the water tap.
– If water comes out of the washing machine, contact Homie immediately.
– If water comes from the water tap/water hose, turn off the tap and then contact Homie.
– If water comes out of the drain, check whether the washing machine drain is still (far enough) in the drain pipe and push it a little further if necessary.
If water comes back up and floods out of the drainpipe, the drainpipe is clogged. Contact a plumber for this or try to solve it yourself.

Unplug the washing machine power plug, often the door will automatically unlock itself. If this does not happen, contact Homie. We will then come to open and pobably replace the washing machine door. Do not try to open the door yourself, because this usually causes damage.

The washing machine has different Error codes. These are the most common:
E10 – The device is not properly filled with water. Restart the device by pressing the Start / Pause button. The door will be unlocked after 10 seconds. Also check whether the tap to which the washing machine is connected has been turned open completely. Finally, check if the waterhose hose is folded or stuck.
E20 – The device does not pump water away. Check whether the drain hose is folded or stuck.
E40 – The door is open or not closed properly. Check the door.
EH0 – The power supply is unstable. Wait until the power supply is stable.
E91 – Please contact us. The reason could be that the appliance has been used in offline status for too long.

E91 – Please contact us. The reason could be that the appliance has been used in offline status for too long.

The dishwasher has different Error codes. These are the most common:
i10 or i11 – The device is not properly filled with water. Restart the device by pressing the Start / Pause button. Also check whether the tap to which the dishwasher is connected has been turned open completely. Finally, check if the water hose is folded or stuck.
i20 – The device does not pump water away. Make sure the sink sigot and the filter in the outlet hose are not clogged. Furthermore, check whether the drain hose is folder or stuck
i30 – anti-flood device is on. Turn off the water tap and contact us.
i41 – i44 – malfunction of the water level detection sensor. Make sure that the filters are clean. Restart the device by pressing the Start / Pause button.

The device is not levelled. It is also possible that parts of the dishes protrude from the baskets.

Other

Read our full story here.

At Homie, customers pay per use. The price varies per program: the more sustainable the program, the lower the price. With this, Homie ensures that customers become more aware of their use. And because our customers only pay for use, our efficient machines also come within the reach of people who do not want or cannot buy expensive machines.

Furthermore, Homie has a lot of contact with white goods manufacturers to work together to manufacture more durable and easier to repair machines.

Last but not least, Homie only uses energy-efficient machines and ensures that the devices that can no longer be used are properly recycled.

We do our best to keep all our homies happy, but it cannot be ruled out that something may go wrong. If that would give rise to a complaint, please contact us via our online contact form, by e-mail or by telephone.

Are you not satisfied with the handling of your complaint? Then you can submit it to the Thuiswinkel Disputes Committee, PO Box 90600, 2509 LP in The Hague (www.sgc.nl). You can also submit your complaint to the Disputes Committee via the European ODR Platform (http://ec.europa.eu/consumers/odr/).

Homie user account and app

Download the Homie app in the Google Playstore or App store.

You can login to your account here.

Did you become a customer before June 8 2021 and did your account not migrate to the new platform yet? Click here to login.

Do you need more advice?

Do you need more advice?