Frequently Asked Questions

At Homie, you can choose from three subscription options, each with its own minimum contract term:

• 6+ months
  This is the shortest subscription option with a minimum term of six months. After this period, you can cancel or continue the subscription.
• 3+ years
  This subscription has a minimum term of three years and usually offers lower monthly costs than the 6-month option.
• 5+ years
  The longest subscription with the lowest monthly costs. The minimum term is five years, after which the subscription becomes flexible.

What happens after the minimum term?
After the minimum term, the subscription will automatically renew for an indefinite period. This means you can cancel on a monthly basis. Please note: if you request a pickup within the first 12 months after renewal, we will charge €75 for the pickup. After this period, there are no pickup fees associated with cancelling the subscription.

What if I want to cancel before the minimum term ends?
If you wish to cancel before the minimum term ends, the remaining monthly costs for that term will be charged. Additional pickup fees may apply depending on the type of device and the notice period.

Subscription transfer
If you want to transfer the device to someone else, you can always transfer the subscription to a new user at no cost. Your subscription will be terminated, and the new user will take over the contract.

Check the additional terms and conditions for full details and any applicable fees.

Error code E21 indicates that there is a problem with the machine’s drainage system. This typically means that the water is not draining properly, often caused by a blockage or a kink in the drain hose.

How to resolve error code E21?

• Check the drain hose: Ensure that the hose is not kinked and that there are no blockages or obstructions present.
• Clean the filter: A clogged filter can obstruct water drainage. Refer to the machine’s manual for instructions on cleaning the filter.
• Check the drain: Make sure there are no blockages in the drain itself. Sometimes, debris can accumulate in the drainpipe, causing drainage issues.

If the E21 error persists after these steps, please contact our service team for further assistance.

Turn off the device:

Immediately turn off the device to prevent further damage or dangerous situations. This helps interrupt the power supply and avoids potential electric shocks or fire hazards.

Contact customer service:

Email our customer service: If you notice a leak, please contact us via email at info@homiegroup.com. In your email, clearly mention that it concerns a leak and provide as many details as possible about the issue, such as:

• Location of the leak: Indicate where the leak is occurring (e.g., under the device, around the door, etc.).
• Conditions: Describe the circumstances under which the leak occurs (e.g., during washing, rinsing, or when the device is not in use).
• Frequency: Let us know how often the leak occurs and whether it is consistent or intermittent.
• Attach visual documentation: To help us understand the problem, please attach photos or videos of the leak. This can give us a clearer picture of the situation and enable us to provide more effective support. Ensure that the photos or videos are clear and accurately show the issue.

We aim to respond to your email within one business day. If you have an emergency or need immediate assistance, please indicate this in your email so we can understand the urgency.

Yes, when you order a Homie appliance, we will take one old appliance per ordered machine free of charge. We recycle it through our partner Wecycle. Below are the important conditions for taking your old appliance:

• Safety Risks: The appliance must be safely transportable. Ensure it is free from rust, leaks, and sharp edges that could pose a risk to our delivery team. Also, check that there are no loose parts that could move or detach during transport.
• Weight and Stability: Machines like washing machines and dryers must be sturdy and safe to lift. They should not be overly heavy due to leftover water or other liquids.
• No Obstacles: Ensure the appliance is easily accessible without obstacles in the surrounding area, such as cabinets or furniture. If there are stairs, make sure the pathway is clear for safe passage.
• Disconnection and Emptying: The appliance must be completely disconnected from power and water sources. Also, make sure the machine is empty and free of water, mud, or other liquids.
• Health and Hygiene: For safe and hygienic handling, the appliance must be clean and free from dirt, mud, and other contaminants.

After placing your order, we perform an ID check and a residence check to verify your request.

• ID Check: You will be asked to upload a valid ID so we can confirm your identity.
• Residence Check: We verify your address by checking proof of residence (for example, a utility bill or rental contract).

This verification helps us ensure the safety of the rental process and ensures everything is handled correctly.

Please respond to the order confirmation or send the requested documents to info@homiegroup.com.

You can find the manuals for our machines via this link. Additionally, the manuals are also available behind the Discover Homie sticker on the machine itself.

At Homie, you can choose from three subscription options, each with its own minimum term:

• 6+ months
  This is the shortest subscription option, with a minimum term of six months. After this period, you can cancel or continue the subscription.
• 3+ years
  This subscription has a minimum term of three years. It typically offers lower monthly costs compared to the 6-month subscription.
• 5+ years
  The longest subscription with the lowest monthly costs. The minimum term is five years, after which the subscription becomes flexible.

What happens after the minimum term?
After the minimum term ends, the subscription automatically renews indefinitely. This means you can cancel on a monthly basis. Please note: If you request a pickup within the first 12 months after renewal, we charge a €75 pickup fee. After this period, no pickup fees are charged for terminating the subscription.

What if I want to cancel before the minimum term ends?
If you cancel within the minimum term, the remaining monthly costs for that term will be charged. Additional pickup fees may apply depending on the type of device and notice period.

Subscription transfer
Would you like to transfer the device to someone else? You can transfer the subscription to a new user for free. Your subscription will be terminated, and the new user will take over the contract.

For full details and any additional costs, please refer to the additional terms and conditions.

No Large Upfront Payment

• With Homie, you don’t have to make a large one-time payment for a new device. Instead, you spread the costs over a fixed monthly amount, making it financially easier, especially if you prefer not to spend a large sum of money at once.

Maintenance and Repairs Included

• Homie offers service and repairs for the equipment you rent. If anything goes wrong with your device, we quickly arrange repairs or replacements at no extra cost, preventing unexpected maintenance expenses.

Flexibility and Convenience

• Renting from Homie gives you the freedom to upgrade or change your equipment when your needs change. Want a different model or a larger device? At Homie, you can easily adjust your contract without extra hassle, though the current contract must be completed before switching to a new model.

Environmentally Friendly

• Homie helps reduce electronic waste by giving used devices a second life. This is not only beneficial for you but also better for the environment.

Ideal for Temporary or Changing Living Situations

• Whether you’re living somewhere temporarily, moving, or are a student, Homie offers the perfect solution. You can rent equipment without worrying about transporting or storing large appliances.

Fixed Monthly Costs

• Renting with Homie means you know exactly what you will pay each month. This makes it easier to manage your finances without worrying about unexpected costs for repairs or replacements.

The process for renting a device with Homie is simple and quick. Here’s a step-by-step explanation of how it works:

Choose Your Device

• Visit our website and browse our selection of home appliances. Choose the device you want to rent, such as a washing machine, dryer, refrigerator, or dishwasher.

Select Your Rental Period

• After choosing your desired device, you can select the rental period. Homie offers flexible rental terms, ranging from short periods to longer contracts of 6+ months, 3+ years, or 5+ years.

Place Your Order

• Create an account using your email address and fill in your address and contact details. After entering your information, pay the one-time costs for renting the device.

Confirmation and Approval

• After placing your order, you’ll receive a confirmation email. In some cases, Homie may perform an ID check and address verification to validate your application. This process is quick and straightforward.

Delivery and Installation

• Once your application is approved, we will schedule the delivery of your device within 3 business days. Our delivery team will ensure safe and professional installation of the device, so you can start using it right away.

Enjoy Your Device

• After delivery and installation, you can immediately enjoy your device, with the convenience of our service and no worries about maintenance and repairs. If anything goes wrong, we will quickly resolve the issue!

Payment and Contract

• The payment for the rental will be collected monthly via direct debit, so you don’t have to worry about making manual payments. The rental price remains fixed throughout the chosen rental period.

The application process is quick and easy, and our team ensures everything runs smoothly from order to installation.

Once your order is placed and approved, we schedule the delivery of the device within 3 business days. Our delivery team will ensure safe and professional installation of the device, so you can start using it right away.

You have the right to withdraw from the contract within 14 days of receiving your device (washing machine, dryer, dishwasher, refrigerator, etc.) without giving any reason. The withdrawal period expires 14 days after the day on which you received the product.

How to withdraw the contract:

To exercise your right of withdrawal, you must clearly inform us that you wish to withdraw from the contract. You can do this by:

• Sending an email
• Contacting us by phone
• Using our model withdrawal form (optional)

Consequences of withdrawal:

• Costs: You will only pay for services provided up to the point of withdrawal. If we have installed the device, we may charge for installation. If you have already used the device (e.g., washed laundry), we may charge for the use (pay-per-use).
• Responsibility: Please ensure you handle the product carefully. If you have used the product more than necessary to check its nature, characteristics, and functionality, we may charge for this.

Refund:

If you withdraw from the contract, we will refund all payments you have made up to that point. We will refund you using the same payment method you originally used, unless agreed otherwise. The refund will be processed within 14 days of receiving your withdrawal notice.

Returning the product:

• Return it yourself: You can return the product to Wagenmakersweg 3, 3449HV Woerden. Return shipping costs are your responsibility. Please ensure the product is well-packed to avoid damage. The product must be returned within 14 days after notifying us of your withdrawal.
• Pick-up by Homie: Alternatively, you can arrange for us to pick up the product. We will schedule a pick-up, but please note that a fee of €75 will apply for return shipping.

Yes, this is possible in consultation. As a user, please contact us via email at info@homiegroup.com, so we can discuss the options for taking over or purchasing the device.

If the device breaks down, you can contact us. We cover the repair or replacement costs, provided the defect is caused by an issue with the machine itself. If the problem is not caused by the machine, we will discuss a solution together. Our customer service is always ready to assist you and resolve the issue quickly.

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 your Homie account. 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.

At Homie you pay for the use of an appliance and the service that comes with it. We replace a broken appliance free of charge within three working days.

At Homie, you can choose from three subscription options, each with its own minimum term:

• 6+ months
  This is the shortest subscription option, with a minimum term of six months. After this period, you can cancel or continue the subscription.
• 3+ years
  This subscription has a minimum term of three years. It typically offers lower monthly costs compared to the 6-month subscription.
• 5+ years
  The longest subscription with the lowest monthly costs. The minimum term is five years, after which the subscription becomes flexible.

What happens after the minimum term?
After the minimum term ends, the subscription automatically renews indefinitely. This means you can cancel on a monthly basis. Please note: If you request a pickup within the first 12 months after renewal, we charge a €75 pickup fee. After this period, no pickup fees are charged for terminating the subscription.

What if I want to cancel before the minimum term ends?
If you cancel within the minimum term, the remaining monthly costs for that term will be charged. Additional pickup fees may apply depending on the type of device and notice period.

Subscription transfer
Would you like to transfer the device to someone else? You can transfer the subscription to a new user for free. Your subscription will be terminated, and the new user will take over the contract.

For full details and any additional costs, please refer to the additional terms and conditions.

No, there is a one-time charge for the delivery and installation of the machine. The cost is €35, €49, or €59, depending on the model of the machine.

These fees cover both the delivery and installation of the device.

The costs are calculated in advance and displayed during the ordering process, so you know exactly what to expect.

Homie delivers your device within one to three business days, always choosing the most sustainable route. Deliveries take place from Monday to Friday, between 08:00 and 16:00. The delivery team will call you 20 minutes in advance to inform you of the expected delivery time.

Additionally, you will receive a confirmation of the delivery time and a tracking link the day before delivery, so you can be well-prepared and receive the device at the right time.

No, with Homie, we take care of the installation of the device for you. Our delivery team will install the device, so you can start using it immediately. This is included with the delivery, and you don’t need to worry about it.

Yes, we can deliver to higher floors at no extra cost, even if there are stairs involved. Our delivery team ensures that the device is safely and correctly delivered, regardless of the floor.

Unfortunately, it is not possible to choose a specific delivery date or time. We deliver within one to three business days after your order. Our delivery team will always call you 20 minutes in advance to inform you of the expected delivery time. You will also receive a track & trace code to follow the delivery.

However, it is possible to reschedule your delivery appointment within 24 hours of the planned delivery. Please contact us by responding to the delivery confirmation.

Yes, when you order a Homie appliance, we will take one old appliance per ordered machine free of charge. We recycle it through our partner Wecycle. Below are the important conditions for taking your old appliance:

• Safety Risks: The appliance must be safely transportable. Ensure it is free from rust, leaks, and sharp edges that could pose a risk to our delivery team. Also, check that there are no loose parts that could move or detach during transport.
• Weight and Stability: Machines like washing machines and dryers must be sturdy and safe to lift. They should not be overly heavy due to leftover water or other liquids.
• No Obstacles: Ensure the appliance is easily accessible without obstacles in the surrounding area, such as cabinets or furniture. If there are stairs, make sure the pathway is clear for safe passage.
• Disconnection and Emptying: The appliance must be completely disconnected from power and water sources. Also, make sure the machine is empty and free of water, mud, or other liquids.
• Health and Hygiene: For safe and hygienic handling, the appliance must be clean and free from dirt, mud, and other contaminants.

After the minimum contract period, the cancellation notice period is 1 month. The subscription continues until the device is collected. If you cancel within the contract period, cancellation and/or collection fees may apply.

You can always transfer the device to a new user at no extra cost; in that case, we will cancel your subscription for free.

Please contact us to arrange your cancellation or for more information about your specific situation via email at order@homiegroup.com.

6+ months subscription

• After the minimum subscription period of 6 months, you can cancel monthly without cancellation fees or remaining monthly charges.
  However, cancellation within the first 12 months incurs collection fees:

Urgent collection request (within 1 week): €50 extra collection fee

• €75 collection fee for large household appliances
• €35 return fee for small household appliancesIf you transfer the device to a new user within 1 year, you can avoid the collection fees. After 12 months of use, collection is free of charge.

3+ years subscription

• After the minimum contract period of 3 years, Homie is cancellable monthly. If you cancel before the end of the contract, you’ll need to pay the remaining installments up to 3 years.
  If you transfer the device to a new user, your subscription will be cancelled free of charge.
  Urgent collection request (within 1 week): €50 extra collection fee

5+ years subscription

• After the minimum contract period of 5 years, Homie is cancellable monthly. If you cancel before the end of the contract, you’ll need to pay the remaining installments up to 5 years.
  If you transfer the device to a new user, your subscription will be cancelled free of charge.
  Urgent collection request (within 1 week): €50 extra collection fee

To cancel your Homie subscription, send an email to info@homiegroup.com or order@homiegroup.com. We will then send you an email with all the necessary details to correctly cancel the subscription and arrange for the pickup of the device.

• After the minimum contract period: You can cancel your subscription with a 1-month notice period, meaning you need to provide notice at least one month in advance.
• Within the contract period: If you wish to cancel before the minimum term ends, there may be cancellation and/or pickup fees, and it could require a contract buyout, depending on the remaining duration of your rental agreement.
• Free transfer: You can transfer the device to a new user for free. In this case, your subscription will be canceled without any charges.

At Homie, payments are made via direct debit, which starts once the device has been delivered.

Our secure payment provider is Buckaroo, which facilitates the direct debit and manages the transactions. By placing an order, you grant permission for the direct debit.

If you order before September 18, 2024, KUARIO will be our secure payment provider. KUARIO also facilitates the direct debit and manages the payments. During the ordering process, you grant permission for the direct debit.

The available payment methods are:

• iDeal
• Credit card (Visa and Mastercard)

The monthly payments are automatically debited one month in advance, starting on the day of installation, and will continue to be debited on the same date each subsequent month.

To verify your bank details, follow these steps in your Homie account:

• Log in to your Homie account
  Go to the Homie login page and sign in with your username and password.
• Navigate to “Settings”
  Click on “Settings” and select “Change payment details.”
• Choose your payment method
  Select your preferred payment method (iDEAL, VISA, or Mastercard) and confirm the change.
• Review your details
  Check the displayed details and click “Next.”
• Select your bank
  Choose your bank and tick the box to agree to the direct debit authorization.
• Complete the payment
  Click on “Proceed to iDEAL” and make a payment of €0.02 to activate the direct debit.

After completing these steps, your bank details will be verified, and payments will be processed. If you have any questions, feel free to contact us at info@homiegroup.com.

As a customer of Homie, you will not receive a BKR registration. We do not share your personal information with third parties unless it is necessary for the execution of our services or required by law.

However, we do perform an ID check and a residence check to verify your details and process the rental of our appliances.

Within the Netherlands, you are allowed to take your Homie with you when you move, but after October 10, 2024, it will no longer be possible for us to handle the move for you. Customers who move before this date must notify us of their address change at least one month in advance via their Homie account so we can update our system accordingly.

If the user moves the device themselves, any risks and potential costs will be the responsibility of the user. Additionally.

Starting October 10, 2024, Homie will no longer offer a moving service, even for a fee. Customers who became clients before October 10, 2024, can still utilize the service. After this date, you will need to arrange the moving of devices yourself.

However, we do need your new address to keep your account information up to date. Please contact our customer service for this.

Yes, it is possible to transfer your Homie device to another renter. This is even free of charge, and it offers a sustainable alternative that can help you save up to €75 in pickup fees. Please note that only the device is transferred, not the contract. Both parties must contact Homie in advance to arrange the transfer.

How does the transfer work?

• Preparation: Ensure that your device stays connected to the internet (if applicable, for example with a Pay-Per-Use contract).
• New Renter: The new renter must place an order on our website and create an account.
• Transfer: Once the new renter’s order is received, we will transfer the device to the new account. You will receive a final bill, and any deposit will be settled.

Steps for the transfer:

• Ensure your device remains connected to the internet (if required).
• The new renter places an order and creates an account.
• The new renter includes the name of the original renter in the order.
• Once the order is received, we will transfer the device to the new account and send you the final bill.

By transferring the device, you are promoting reuse and contributing to a circular economy. If you have any questions about the process, feel free to contact us!

To ensure a correct installation of your washing machine, the following connections must be available:

Water Supply:

• There must be a water faucet with threads to attach the inlet hose.
• The water inlet hose has a diameter of 30 mm. Make sure the faucet is easily accessible for installation.

Drainage:

• The drainage pipe should have an inner diameter of at least 34 mm and be located within 1 meter of the washing machine.
• The drainage must look like the image provided here. It’s important that the drain is properly connected to avoid leaks or blockages.

Power Supply:

• There should be a socket with a 220-240V power supply, well-grounded for safety.
• A pull-out connection is also possible if this is your preference.

Still unsure if everything is set up correctly? Feel free to send us a photo of your connections so we can verify everything is ready for installation.

With these connections in place, our delivery team can install your washing machine quickly and safely.

For the proper installation of your refrigerator, the following conditions must be met:

Power Supply:

• Ensure there is a socket with a 220-240V power supply, well-grounded for safety.
• The socket must be easily accessible for the refrigerator’s plug, and the refrigerator should be connected to a grounded outlet.

Ventilation:

• Make sure there is enough ventilation around the refrigerator, especially at the back. Adequate space is required for air circulation to ensure optimal performance and energy efficiency.
• Ideally, there should be at least 5 cm of space at the back and sides of the refrigerator.

Important Note: Ensure that the refrigerator is placed on a stable, level surface for optimal performance.

If you have any doubts or questions about the installation, feel free to send us a photo of the connections so we can verify everything is in order for the delivery and installation of your refrigerator.

For the proper installation of a heat pump dryer, the following connections and conditions must be met:

Power Supply:

• Ensure there is a socket with a 220-240V power supply, well-grounded for safety.
• The socket must be suitable for the dryer, with a minimum current capacity of 10A.

Ventilation:

• A heat pump dryer does not require external venting like traditional dryers, as the air circulates within the machine.

Space and Ventilation:

• Ensure there is enough space around the dryer (at least 5 cm on the back and sides) to optimize air circulation and energy efficiency.

If you’re unsure whether everything is properly prepared for installation, feel free to send us a photo of the connections and the space where the dryer will be placed. We’re happy to assist you!

For the proper installation of a dishwasher, the following connections and conditions must be met:

Water Connection:

• There must be a cold water faucet with threading to connect the water supply hose. The faucet should be easily accessible.
• The water supply hose has a diameter of 30 mm, so ensure the connection is compatible.

Drainage:

• The dishwasher requires a drain hose that needs to be connected to a drain pipe. The drain pipe must have a minimum inner diameter of 34 mm and be located within 1 meter of the dishwasher for proper drainage.

Power Supply:

• Ensure there is a socket with a 220-240V power supply, properly grounded for safety. The socket must be suitable for the dishwasher and provide the required current of 10A.

Space and Installation:

• The dishwasher should be installed on a flat surface, and there must be enough space to make the necessary connections.

If you’re unsure whether everything is set up correctly for the installation, feel free to send us a photo of the connections and the space where the dishwasher will be placed. We’re happy to assist you!

Turn off the device:

Immediately turn off the device to prevent further damage or dangerous situations. This helps interrupt the power supply and avoids potential electric shocks or fire hazards.

Contact customer service:

Email our customer service: If you notice a leak, please contact us via email at info@homiegroup.com. In your email, clearly mention that it concerns a leak and provide as many details as possible about the issue, such as:

• Location of the leak: Indicate where the leak is occurring (e.g., under the device, around the door, etc.).
• Conditions: Describe the circumstances under which the leak occurs (e.g., during washing, rinsing, or when the device is not in use).
• Frequency: Let us know how often the leak occurs and whether it is consistent or intermittent.
• Attach visual documentation: To help us understand the problem, please attach photos or videos of the leak. This can give us a clearer picture of the situation and enable us to provide more effective support. Ensure that the photos or videos are clear and accurately show the issue.

We aim to respond to your email within one business day. If you have an emergency or need immediate assistance, please indicate this in your email so we can understand the urgency.

Error code E10 indicates an issue with the water supply. This typically means that insufficient water is entering the machine, often due to a blockage or a problem with the water pressure.

How to Resolve Error Code E10?

• Check the Water Supply:
  Ensure that the water tap is fully open and that there is sufficient water pressure.
• Inspect the Inlet Hose:
  Check the water inlet hose for any kinks or blockages that could restrict the flow of water.
• Check the Filter:
  Many appliances have a small filter at the water inlet. Make sure this filter is not clogged with dirt or limescale. Refer to the manual for instructions on how to clean the filter.
• Check the Water Pressure:
  If you notice that the water pressure is low, this could be the cause of the issue. It might be a problem with the water supply, so contact your water provider if necessary.

If the E10 error persists after these steps, please contact our service team for further assistance.

Error code E21 indicates that there is a problem with the machine’s drainage system. This typically means that the water is not draining properly, often caused by a blockage or a kink in the drain hose.

How to resolve error code E21?

• Check the drain hose: Ensure that the hose is not kinked and that there are no blockages or obstructions present.
• Clean the filter: A clogged filter can obstruct water drainage. Refer to the machine’s manual for instructions on cleaning the filter.
• Check the drain: Make sure there are no blockages in the drain itself. Sometimes, debris can accumulate in the drainpipe, causing drainage issues.

If the E21 error persists after these steps, please contact our service team for further assistance.

Error code E30 indicates that the door of the machine is not properly closed. The machine will not start if the door is not fully locked, for safety reasons.

How to Resolve Error Code E30?

• Check for Obstructions:
  Ensure that no clothing or other materials are trapped between the door and the machine, preventing it from closing properly.
• Push the Door Firmly:
  Sometimes, a little extra pressure is needed to properly lock the door. Press the door firmly until you hear a click.
• Inspect the Door Seal:
  Check the rubber door seal to ensure it is in good condition and clean. Dirt or damage to the seal can prevent the door from closing properly.

If the E30 error persists after these steps, please contact our customer service for further assistance.

Error code E50 or E64 indicates an issue with the motor of your device. This can be caused by several factors, and it’s important to follow these steps to identify and resolve the problem.

How to Resolve Error Code E50 or E64?

• Check the Power Source:
  Ensure the device is properly plugged into the outlet and the plug is securely connected.
  Check if the power supply to the device is working. You can test this by plugging another device into the same outlet to see if it functions.
• Contact Customer Service:
  If the E50 or E64 error persists after following these steps, please contact our service team for further assistance. We are here to help diagnose the problem and provide the necessary support and solutions.

Important:
Customers should not attempt to repair the machine themselves. Always contact our service team to ensure your device is handled safely and correctly.

Error code E91 indicates that your machine is locked. This can happen for two reasons, both of which can be resolved easily.

Causes and Solutions:

• The device has been offline for too long:
  If the machine has been unable to connect to the internet for an extended period, it will automatically lock to prevent unauthorized use.
  Solution:
  Restore the Wi-Fi connection. Ensure your router is working properly and that the machine is within network range. You can open the Wi-Fi settings of your device from the menu and connect to your network. Click here for detailed instructions on how to restore the Wi-Fi connection.
• Payment not made or direct debit failed:
  If there is an issue with your payment, it can result in the machine being locked. This could happen if a monthly payment has been missed or if there was a problem with the automatic payment.
  Solution:
  Visit your account on our website to check for any outstanding payments. Reactivate the automatic debit via your account settings. You can also update or re-enter your payment details here to avoid future issues.

What to Do If You Can’t Resolve the Issue:

If error code E91 continues to appear after following these steps, please contact our customer service for further assistance. We will help you get the machine back to working order.

If another error code appears on your device, it indicates that there is an issue that needs to be resolved.

Steps to Take:

• If an error code continues to appear, please contact our customer service by email. Make sure to provide as much information as possible about the issue so we can better assist you in diagnosing and resolving the problem.

Important:

• Customers should not attempt to perform any repairs or actions on the machine themselves. Always contact our customer service for assistance to ensure that your device is handled safely and correctly.

At Homie, we believe in a future where sustainability and convenience go hand in hand. Customers who choose our pay-per-use subscription only pay for the usage of the devices. The prices are tailored to the sustainability of each program: the more sustainable the program, the lower the price. This encourages customers to be mindful of their energy consumption and device usage, while still keeping energy-efficient machines accessible to everyone, including those who cannot or do not want to buy expensive appliances.

Our collaboration with home appliance manufacturers focuses on developing durable and easily repairable machines. These innovations benefit not only our customers but also the environment, as they extend the lifespan of devices and reduce waste.

Homie is committed to responsible recycling. Old machines that can no longer be used are sustainably recycled through our partner, Wecycling. Additionally, we optimize our delivery and pickup routes to minimize the number of kilometers traveled, contributing to a lower carbon footprint.

Efficiency is a key priority for us. We avoid unnecessary appointments and always carry a backup machine in case a device cannot be repaired on-site. This ensures our customers can continue without worry, while we remain dedicated to a greener world.

If you have a complaint about our products or services, you can contact us through the contact form. You will receive a detailed response within 14 days of receiving your complaint. If you are not satisfied with the handling of your complaint, you can also submit it to the Dutch Home Shopping Disputes Committee (www.sgc.nl) or to this Disputes Committee via the European ODR Platform (https://ec.europa.eu/consumers/odr/).

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For more information on how the reviews are collected, you can read The Feedback Company’s review policy: https://www.feedbackcompany.com/nl-nl/policy-review-wetgeving/.

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You can find the manuals for our machines via this link. Additionally, the manuals are also available behind the Discover Homie sticker on the machine itself.

If your question is not listed in our FAQ or you need more information, don’t hesitate to reach out. Our team is here to assist you!

You can contact us via email at info@homiegroup.com or order@homiegroup.com.

We are happy to help!