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Frequently Asked Questions

Do you have a question about the care at Elorah? Perhaps it is among our frequently asked questions. If not, you can always contact us at [email protected] or call (0113) 760 250.

Frequently Asked Questions

The childcare options, your desired start date and the days on which you need childcare determine when your child can go to a location. It may happen that there is no space available at your preferred location. Therefore, do not wait too long to register and provide as many alternative childcare days and locations as possible when submitting your application for childcare. You can register via registration form on our website. Is your child already registered? Then send an email to [email protected] and provide your child's name and date of birth.

How nice that you want to register your child. At Elorah you can register your child for one of our locations without obligation and free of charge. You do this by registration form to fill in. We will contact you as soon as possible after we have received your registration request.

It may be that the location no longer has room and your child cannot be placed. Therefore, please indicate in your online registration which alternative day(s) and location(s) are also possible. It is also important to inform us of your child's allergies or special dietary requirements when registering.

You request extra care via the parent portal. You can request additional childcare up to 10 working days in advance via the 'agenda' button. The pedagogical staff will check whether there is room in the group for the day your child wants to come and play. They will then approve or reject your application.

 

Daycare
If your child goes to day care, you can use absence credit for these extra hours. If you do not have sufficient credit, these hours will be charged afterwards.

 

BSO
If your child goes to after-school care, you can use absence credit or flexible holiday hours for these extra hours. If you do not have enough absence credit or flexible holiday hours, the hours will be charged afterwards.

Within Elorah we do not work with exchange days. Instead, you will receive absentee credit for a canceled childcare day, which you can use as you wish. This works as follows:

1. You register your child for the day on which you do not need childcare, this is possible from a maximum of 6 weeks before the planned day of care. Please note: register your child in time to receive absence credit. This means that you must unregister your child from daycare before 8:30 am, from pre-school care before 8:00 am and from after-school care before 9:00 am.
2. You will receive absence credit for the canceled hours. You can use this credit in hours during the entire calendar year, with the exception of the Holiday Mix when you have after-school care. The remaining credit expires at the end of the year.
3. You can request additional childcare up to 10 working days in advance via the 'agenda' button. When making your payment request, choose to use your absence credit.
The branch assesses whether your application fits within the occupancy and approves or rejects it.

Please note: A number of conditions apply to the absence credit. You can read more information about the absence credit in our requirements.

Absence credit is a credit that you accrue when you report your child absent on time. This means that you must unregister your child from daycare before 8:30 am, from pre-school care before 8:00 am and from after-school care before 9:00 am. You can deregister your child a maximum of 6 weeks before the planned day of care. You will then receive absence credit for the canceled hours. You can use this credit in hours during the entire calendar year, with the exception of the Holiday Mix when you have after-school care. The remaining credit expires at the end of the year.

Please note: A number of conditions apply to the absence credit. For example, the maximum number of hours you can deregister per year in exchange for absence credit depends on your childcare package. In addition, the credit is child- and contract-related, so you cannot, for example, carry it over to the next calendar year or from toddler care to after-school care. You can read more information about the absence credit in our requirements.

Before you choose childcare for your child, it is a good idea to first take a look inside a branch without obligation. You can request a tour via www.elorah.nl/rondleiding or on to the location page from your desired reception location. You can request a tour of the branch here. They will contact you to schedule the tour.

It may happen that you are unable to register your child. Please contact Customer Relations by emailing: [email protected] or calling (0113) 760 250. We are happy to help you.

How nice that you want to register your child. At Elorah you can register your child for one of our locations without obligation and free of charge. You do this by registration form to fill in. We will contact you as soon as possible after we have received your registration request.

It may be that the location no longer has room and your child cannot be placed. Therefore, please indicate in your online registration which alternative day(s) and location(s) are also possible. It is also important to inform us of your child's allergies or special dietary requirements when registering.

As soon as you accept the proposal and sign the agreement, your child's placement is final. You can find your signed contract in the parent portal under 'documents'.

Registering with Elorah is completely free!

If you are eligible for childcare allowance, you can complete a personal net cost calculation via our website. You can easily compare packages and different options. Calculate your costs by making one test calculation. Of course you can also call (0113 760 250), mail ([email protected]) or chat. We will then advise you which package suits you best and help you make the cost calculation. For this we need the gross annual income of both partners.

The childcare options, your desired start date and the days on which you need childcare determine when your child can go to a location. It may happen that there is no space available at your preferred location. Therefore, do not wait too long to register and provide as many alternative childcare days and locations as possible when submitting your application for childcare. You can register via registration form on our website. Is your child already registered? Then send an email to [email protected] and provide your child's name and date of birth.

This is possible, your request will be placed on the (dormant) registration list. This means that you will not be actively approached for childcare. You can contact us yourself if you need childcare by emailing us ([email protected]) or call (0113 760 250). Please keep in mind that you contact us in a timely manner.

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We understand that it can be quite exciting for you and your child to come to daycare for the first time. Your child can therefore come to settle in (maximum) twice before the contract comes into effect. Getting used to is a service we only offer at daycare. The adjustment time is coordinated with the location. They will contact you to schedule an adjustment time. This way you can see whether Elorah suits you.

Elorah works with many schools, we are often in the school. We believe it is important to welcome a child in a familiar environment. That is pleasant for your child and also for you, you know that your child does not have to travel or be transported. Here you will find an overview of all Elorah branches.

If you would like childcare at Elorah and we are not in the school, please let us know ([email protected]) and the school know. Elorah is always open to making an inventory in new places to see if we can start.

Your child can go to daycare for one or more days or half days before or after school. This depends on the package you choose and the opening hours of the branch. View all our packages.

Your child plays in a fixed group at his or her location. This is where their friends play and where their well-known pedagogical staff work. It is possible that your child is cared for in a different group than his or her regular group. By signing the reception agreement you give permission for this.

Exceptions
At times there are fewer children at your location. We will then look after the children together in one group other than your child's regular group. This way your child has more friends to play with on quiet days/parts of the day. Of course, we only do this if the maximum group size is not exceeded.

It may be that the pedagogical employee of your child's group is not yet present or no longer present. In that case, another well-known pedagogical employee from the team is present.

This depends on whether we have established a transport route between the BSO and the school in question. If a transport route has been determined, you can request transport for your child via [email protected]. look at the transport routes.

At Elorah you only pay for diapers when your child needs them. When you register your child for childcare, you choose whether to purchase diapers. The price for diapers is in addition to the hourly rate. When your child is potty trained or when you provide diapers from home, you can cancel the diapers by going to: [email protected] to email. The diapers will then no longer be charged from the following month.

If you and your partner both work or study, you are eligible for childcare allowance. This is a contribution towards the costs of childcare. You sometimes get back up to 70% of the costs.

The rates at Elorah are gross rates, for which you will receive childcare allowance. If we talk about net costs, the childcare allowance has already been deducted from this. For more information and to apply for allowance, please visit toeslagen.nl.

What is the LRK number?
Childcare establishments that comply with legislation and regulations are inspected by the GGD. If the establishment meets the requirements, it will be included in the National Register of Childcare and Playgroups. You will only receive childcare allowance if the organization where you have childcare is included.

 

Where can I find the LRK number?
All Elorah locations comply with the laws and regulations and can be found in the register. Each type of childcare per location has a unique number. You will find this number on your agreement, on the location page, on elorah.nl with contact information or on the website LRK.

You receive childcare allowance when you and your partner both work or study. You will also receive childcare allowance if you are single and working. You are then entitled to childcare allowance on the gross hourly price.

If you have a partner and one of you is not working or if you or your partner work on a zero-hour basis, you may still be entitled to childcare allowance. To find out whether you are eligible for allowance or if you would like to apply for it, please visit toeslagen.nl.

If you become unemployed, you are still entitled to childcare allowance for three months. This allows your child to continue playing in the familiar environment with his or her friends and gives you time to look for another job. Report this change to the Tax Authorities within 4 weeks after you become unemployed. It is best to call the Tax Authorities (0800-0543). They will then look at your personal situation and calculate how many childcare hours you are entitled to.

If you do not have a new job within three months, you are no longer entitled to childcare allowance. Have you used all childcare hours in the three-month period? Then your hours are up and you stop childcare allowance. Do you still have childcare hours left? Then you can use this until the end of the year. You can then stop childcare allowance via toeslagen.nl.

You can follow your child's adventures closely via the parent portal. Here you will see photos and personal messages about your child during childcare. In addition, you can easily arrange your administrative matters here.

If you become a customer of Kibeo, an account for the parent portal will be automatically created for you. You will receive an email six weeks before the start date of childcare with which you can activate your account. It is possible that this email ends up in your spam. If we have two email addresses for parents/guardians, both will receive a separate email.

Have you not received an email or are you having problems logging in? Please contact us via [email protected] or call (0113) 760 250. We are happy to help you.

The app of the KidsKonnect parent portal is called OuderApp. You can also arrange everything via this app, which is handy! You can download the app on your smartphone or tablet via Google Play or the AppStore. You may be asked to enter a URL the first time. This is kibeo.ouderpoort.nl. You can read more about it in the manual OuderApp.

In order not to miss any information, you will receive a number of notifications on your smartphone and in your mailbox in the parent portal as standard. For example, if a pedagogical staff member has posted a new daily report or a photo of your child. If you don't want to receive notifications, you can turn them off. To do this, open the Parent app or go to the parent portal via your browser. Then go to Account > Notifications and change your settings.

Several branches per region are open every holiday. See which one branches are open.

You can control your child via the convenient Parent app on your smartphone or via kibeo.ouderportaal.nl Register for the VakantiemiX. In this handleiding read how to do this. If you are unable to register via the parent portal, please contact the Customer Relations department [email protected] or call (0113) 760 250. You cannot request VakantiemiX through the pedagogical staff at your location.

You choose on which days your child comes to the VakantiemiX. Therefore, always register your child for the VakantiemiX via the parent portal, even if you use the BSO package including flexible holiday hours. Do you want to go to another location during the holidays or is the location where you have after-school care during the school weeks not open? Then you can register your child at another location that is open during the holidays.

A few weeks before the start of the holiday, you will receive an email from us to inform you that you can register your child(ren). As long as there is room, you can also register your child via the parent portal during the holidays. We check the applications every day. If your preferred location is full, you can contact the Customer Relations department. We will then look with you at what the other options are.

The branches that are open during the holidays are open as standard from 7:30 am to 6:30 pm. If there are branches with different opening hours, you will see this this page. You can reserve VakantiemiX in half-days of 5.5 hours or in full days.

Yes, this applies to certain Daycare packages.
Have you opted for a daycare package where you purchase more than 40 weeks and less than 52 weeks of care? Then you will not have childcare for a number of weeks. You choose which weeks these are. This is possible during school holidays, but it is also allowed during school weeks. You must report your absence for the following year before December, so that your child is correctly included in the planning. Please inform us of your absence per full week. Send an email to: [email protected] or call (0113) 760 250.

If you have opted for a package with 52 weeks of care, you can report your absence yourself in the parent portal. This is possible from 6 weeks prior to your holiday.

You can see your credit in the parent portal under Account > Credits.

At the start of your childcare contract, you discuss with Customer Relations the number of hours of vacation you need per year. Take your own holiday into account, so you do not need childcare. Or a school study day where you need childcare. The costs for this are spread over the entire year, so you will not suddenly receive a higher invoice. You agree on your holiday hours per calendar year. You cannot carry over the holiday hours to the next calendar year.

Were you short of holiday hours during the year? Let us know and have your holiday hours increased for the coming year, and the costs of these hours will be spread over the year from the start. If you fall short of holiday hours during the year and have them increased, these new hours will be spread over the remaining months of the year. Please contact us by email [email protected] or call (0113) 760 250.

Absence credit is a credit that you accrue when you report your child absent on time. This means that you must unregister your child from daycare before 8:30 am, from pre-school care before 8:00 am and from after-school care before 9:00 am. You can deregister your child a maximum of 6 weeks before the planned day of care. You will then receive absence credit for the canceled hours. You can use this credit in hours during the entire calendar year, with the exception of the Holiday Mix when you have after-school care. The remaining credit expires at the end of the year.

Please note: A number of conditions apply to the absence credit. For example, the maximum number of hours you can deregister per year in exchange for absence credit depends on your childcare package. In addition, the credit is child- and contract-related, so you cannot, for example, carry it over to the next calendar year or from toddler care to after-school care. You can read more information about the absence credit in our requirements.

Always register your child before 8:30 am at day care, before 8:00 am at before-school care or before 9:00 am at after-school care via the parent portal. You will only receive absence credit if you deregister your child on time.

If you meet the requirements, you will receive credit for the hours of absence for the canceled day of care. You can use this credit in hours during the entire calendar year. You can save a maximum number of hours, depending on your package. NB! Please note that we are dependent on child places and that you can only use the hours if there is room.

You will receive absence credit if you register your child before 8:30 am at day care, before 8:00 am at before-school care or before 9:00 am at after-school care. NB! For the Holiday Mix and for incidental care, please register your child at least 72 hours in advance.

You request extra care via the parent portal. You can request additional childcare up to 10 working days in advance via the 'agenda' button. The pedagogical staff will check whether there is room in the group for the day your child wants to come and play. They will then approve or reject your application.

Daycare
If your child goes to day care, you can use absence credit for these extra hours. If you do not have enough credit, these hours will be charged afterwards.

BSO
If your child goes to after-school care, you can use absence credit or flexible holiday hours for these extra hours. If you do not have enough absence credit or flexible holiday hours, the hours will be charged afterwards.

Within Elorah we do not work with exchange days. Instead, you will receive absentee credit for a canceled childcare day, which you can use as you wish. This works as follows:

1. You register your child for the day on which you do not need childcare, this is possible from a maximum of 6 weeks before the planned day of care. Please note: register your child in time to receive absence credit. This means that you must unregister your child from daycare before 8:30 am, from pre-school care before 8:00 am and from after-school care before 9:00 am.
2. You will receive absence credit for the canceled hours. You can use this credit in hours during the entire calendar year, with the exception of the Holiday Mix when you have after-school care. The remaining credit expires at the end of the year.
3. You can request additional childcare up to 10 working days in advance via the 'agenda' button. When making your payment request, choose to use your absence credit.
The branch assesses whether your application fits within the occupancy and approves or rejects it.

Please note: A number of conditions apply to the absence credit. You can read more information about the absence credit in our requirements.

During a school study day, you can go to the after-school care center if there is room for your child. We do ask that you register your child in advance, so that we know whether we can expect children. You can register up to one week in advance via the parent portal. If you already have after-school care on that day, only the extra hours of care will be deducted from your holiday hours or charged afterwards.

All national holidays have been taken into account in the rate. Therefore, you will not receive any absence credit for these days and no refund will be given for childcare on this day.

Our IBAN number is: NL93RABO0387389512

You cannot change your account number yourself via the parent portal. You must notify Customer Relations of any changes by sending an email to: [email protected]. We will then send you a digital request by email.

If you choose Elorah, you will receive an agreement for the care of your child by email. You will receive a SEPA form with the agreement. Using such a form, you authorize Elorah to debit the monthly childcare invoice. Complete this digital form completely and sign the agreement, then you give permission to debit the invoice monthly. Have you lost the SEPA form or do you still want to issue an authorization? Request this via [email protected].

If you do not want to issue a direct debit, that is possible. We expect you to pay your invoice on time every month.

The childcare invoice is collected in the last week of the month. We collect prior to the care month. We do this to align with the time when you receive childcare allowance, as you will also receive this prior to the month.

Have you recently issued a direct debit? If you have sent your fully completed SEPA form to [email protected] before the 10th of the month, it will be in time for the next direct debit. If this is not the case, we ask you to transfer the invoice yourself one last time.

You will find the annual statement of your childcare for the previous year in the parent portal under Account > Documents & annual statements. This is published annually before March 1.

View your invoice in the parent portal, perhaps you have recently purchased additional childcare on an incidental basis? If it is not correct, please contact the Customer Relations department by emailing: [email protected] or call (0113) 760 250.

We understand that you have many things to arrange in this situation. We therefore try to make it as easy as possible for you. What we need to know is who will be the paying partner. We require confirmation from both parents by email. Will the paying parent change in the new situation? We will then send a new request for direct debit authorization. If there are other changes, such as a new home address, you can inform us by sending an email to [email protected].

When your child turns 4, the Elorah care will automatically end. You do not have to report this. If you wish to cancel prematurely, you can do this via the Customer Relations department [email protected]. You can cancel the contract on the 1st or 16th day of the month. You have one month's notice period. Please let us know why you are canceling, for example, was something not to your liking? We would like the opportunity to improve our services in this regard.

You return the tag to your child's pedagogical employee. The employees at the branch will inform you that you have handed it in. When all tags have been returned, you will receive the deposit back the following month.

Are you following a course and looking for a fun and challenging internship in childcare where you can learn a lot and have fun? We are happy to train you! Take a look at werkenbijkibeo.nl for great internship vacancies or contact [email protected] or call (0113) 760 399. Requests are always welcome!

Are you looking for great vacancies at Elorah? Then take a look werkenbijkibeo.nl.

You will find the contact details of your child's branch on the branch page on elorah.nl. Go to the location overview.

All branches are closed on Saturdays, Sundays, generally recognized Christian and national holidays. There may also be additional closing days.

Study day(s) for employees
Elorah may close two days a year for a study day for our employees. We usually only use this for one (afternoon) day. We do this to promote the expertise of our employees. We announce the dates of study days at least two months in advance, so that you have sufficient time to arrange an alternative. You will be informed about this via the newsletter on the parent portal. There will be no refunds for these days.

Organization-related closing days
Furthermore, Elorah closes a maximum of two organization-related days per year. These are days that connect a public holiday with the weekend. If you have childcare on organization-related closing days, you will receive absence credit for these two additional closing days. This will be automatically added to your credit at the beginning of the month in which the closing day falls. The hours for the two extra closing days are in addition to the maximum credit that you can accrue annually as absence credit.

We continuously try to improve our services. Do you have a point for improvement? Then we would like to hear that. Fill us improvement form in.

It may happen that you are less satisfied. Do you have a complaint? Please discuss this with your Branch Manager first. If you are unable to resolve your complaint, please let us know about your complaint complaint form and let us know who the branch manager is. We will handle your complaint according to it interne klachtreglement.

If you cannot reach an agreement with Kibeo, you can contact the dispute committee. The industry's general terms and conditions contain more information about the external complaints procedure.