Frequently Asked Questions

With Homie you receive an energy efficient device without having to buy, rent or lease it for a fixed amount per month. If you no longer need the device you can simply cancel your contract.
This makes Homie very flexible. Furthermore, Homie is really there for you, you get personal tips for a better result (if you like), we ensure that you always have a working device of good quality and there are no unexpected costs.

You can email us at info@homiegroup.com, call us on +31 (0) 15 760 1615 or reach us via Facebook, Instagram, Twitter or LinkedIn. You can also contact us via our contact form on our website.

Yes, we understand that your home situation along with your usage can change. So twice a year you can switch between a light user contract and a heavy user contract. Please contact us for this.

No, at Homie you really only pay for the use of the devices. We do our utmost to show you that paying per use is more attractive than owning a device. If you want to stop Homie, we will pick up the device and after a thorough cleaning and test, the machine will go to a new customer. So it is not possible to take over a Homie.

Yes, we believe that also people who have less to spend are entitled to a good energy-efficient machine. And thanks to our pay per use concept, the costs for the customer can be easily kept under control. We trust our customers to always pay before the end of the month.

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

Because we deliver our products to you for free, you will not receive any money back from us.

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.

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

When you are logged in to your Homie account you can click on order. Here you can order a device just like the first time. Only now have your details already been entered for you, so easy!

Yes. Homie ensures free delivery and connection of your Homie appliance, on every floor.

After you have ordered a Homie, we will contact you within 2 working days.
We deliver the machine within 3 working days. Of course we take into account when it is convenient for you to come and install the Homie. Note: due to high demand, delivery may currently take a little longer. 

We deliver Monday through Friday between 8:00 AM and 6:00 PM.

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 device with us free of charge. In the ordering process you can tell us that you have an old device, so our delivery man can take it into account. Please make sure that your appliance is disconnected and ready for pick up.

During the order process you can pay the deposit with iDeal or Paypal.
When you are a Homie customer, you can pay both in advance and afterwards through PayPal, iDeal or by transferring money to our bank account. You pay in advance by placing credit on your Homie account. Every time you use your device we write off the corresponding amount of your credit.
Paying afterwards is possible after each use, but also later, for example at the end of the month.
At the end of the month, Homie will check your usage to see if you've used the device enough. If this is not the case, the customer pays the difference.

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. We trust our customers to pay before the end of the month.

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

We do not offer drip trays.

We currently do not offer detergent with our washing machine, but we do intend to do so in the future. If we have it we will let you know.

Have your circumstances changed at home or is there another reason why you want to cancel your Homie contract? Fill our contact form. We will then contact you to pick-up the appliance within one month.

The delivery, installation, pick-up, cleaning and testing of an appliance is very expensive for us. So customers who use Homie for only a short time are therefore very unattractive to us. This is why we have a minimum contract duration of 6 months. After this initial 6 months’ period, the contract will automatically roll on for unlimited time. 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, the pick-up is completely free of charge.

All our devices 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 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.

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/).

Most of the time, transferring the Homie device to another user is possible. However, both the current and future user must contact Homie in time. We will then discuss the possibilities together.

The new user can only take over the device, not the contract.

The drain should look something like this picture. The drain pipe must have a minimum inner diameter of 35 mm and be 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. See this image for an example. 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. For an example click here. Still not sure? Send us a photo so we can take a look.

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.

All prices include VAT.
Prices per wash vary with the selected usage, the selected temperature and the use of the ECO-function:

Washing machine with 7 KG drum capacity
Temperature	Light user	Heavy user
Cold wash	€ 0.60	€ 0.50
20 ° C wash	€ 0.70	€ 0.60
30 ° C wash	€ 0.85	€ 0.70
40 ° C wash	€ 1.25	€ 1.00
60 ° C wash	€ 1.50	€ 1.25
90 ° C wash	€ 1.75	€ 1.50
Using the ECO-function	€ 0.25 discount	€ 0.25 discount
Pump and spin programme	Free	Free

To ensure the viability of the Homie Pay-Per-Use model, a minimum monthly fee is paid for washing. At the end of each month, Homie calculates whether the minimum has been reached. If not, the customer pays the difference. Minimum monthly usage for users with a light usage contact is € 12.75. For users with a heavy usage contact, this is € 19.50.
 

Our washing machine has a capacity of 7 kg. How much is allowed in the drum varies per program. For an overview per program click here.

Only an energy supply is required for the dryer. A water drain is NOT necessary.

We can connect the dryer 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 dryer. For an example click here. Still not sure? Send us a photo so we can take a look.

Dryer with 8 KG drum capacity
Dryness level	Light user	Heavy user
Refresh programme	€ 0.80	€ 0.65
Dryness level 1 (iron dry)	€ 1.00	€ 0.75
Dryness level 2 (cupboard dry)	€ 1.50	€ 1.25
Dryness level 3 (strong dry)	€ 2.00	€ 1.75
Dryness level 4 (extra dry)	€ 2.25	€ 2.00
Time programme, depening on the time set, between	€ 0.75 and € 2.00	€ 0.50 and € 1.75
Using the ECO-function	€ 0.25 discount	€ 0.25 discount
Anti-crease function	Free	Free

To ensure the viability of the Homie Pay-Per-Use model, a minimum monthly fee is paid for drying. At the end of each month, Homie calculates whether the minimum has been reached. If not, the customer pays the difference. Minimum monthly usage for users with a light usage contact is € 15.00. For users with a heavy usage contact, this is € 22.50.

Our dryer has a capacity of 8 kg. How much is allowed in the drum varies per program. For an overview per program click here.

The Homie dryer is a heat pump dryer. These dryers are very energy efficient.
The moisture/condensation is stored in a water reservoir. This is a drawer that is easy to empty.
Many people don't know the difference between a condensation dryer and a heat pump dryer. For explanation look at the question: "what is the difference between a heat pump dryer and a condenser dryer?"

A heat pump dryer and condenser dryer work according to the same principle. They heat the laundry so that the water evaporates. They then remove the condensation from the air and collect it in a reservoir.
The difference is in how the dryer is heated. A condenser dryer heats the air with an electric heating element.
A heat pump dryer uses a compressor and a coolant.
The condenser dryer blows out the warm, moist air. With a heat pump dryer, the warm dry air is pumped around again. Especially by reusing the warm air, a heat pump dryer uses much less energy than a conventional condensation dryer.

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)

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

The drain should look something like this picture. The drain pipe must have a minimum inner diameter of 35 mm and be within 1 meter of the dishwasher. 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 dishwasher. See this image for an example. Still not sure? Send us a photo so we can take a look.

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

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.

We currently supply the dishwasher with a fixed usage fee of € 14.99 per month. This monthly usage fee is based on an average number of 15 washes per month. At the moment, we charge this amount regardless of the number of washes per month.

The dishwasher has a rated capacity of 13 standard place settings.

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

The refrigerator is 84,5 centimeters high, 55,3 centimeters wide and 57,4 centimeters deep.

The fixed monthly usage fee of the refrigerator is €12,99.

The refrigerator has a net capacity of 113 Liters, of which 97 liters fridge capacity and 16 liters freezer capacity.

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

Read the general conditions and an example of the Homie contract.