Frequently Asked Questions

About Homie

What does Homie offer?

Homie currently offers washing machines and dryers with a sustainable subscription. You only pay per use, so the appliance, delivery and (if necessary) repairs are for free.

Why should I order a Homie?

With Homie you receive an energy efficient device without having to buy it or rent 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.

How can I contact Homie?

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.

Homie contracts

What is the minimum contract duration?

We know for sure that our service is of high quality and that customers therefore like to stay with us. Yet we understand that a home situation can change and that Homie may no longer be needed. That is why you can cancel your Homie contract already after a minimum of six 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.

Can I switch between the light and heavy users contract?

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.

Can I keep the device at the end of the contract, or can I buy it over?

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.

Can I conclude a contract with Homie with a BKR registration / bad credit?

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.

How can I use my right of withdrawal?

As soon as Homie has your order confirmed the legal right of withdrawal of power. This means that the agreement may be cancelled within two weeks, without charging for costs. Additional form can be used for this or the European standard form. However, the right of withdrawal is void as soon as Homie delivered and installed the appliance in question.

Where can I find an example of the Homie contract?

click here for our “Homie Service Agreement”.

Ordering and delivery

How can I order a Homie?

You can only order your Homie on our website, please click here . 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. Would you like to order one of our washing or drying machines, or our dishwasher?
2. Personal details. Here we ask for your contact details so we know where to deliver your device and how to reach you.
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. Finally, 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. Then 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, we will contact you as soon as possible to arrange a suitable delivery time. As soon as your delivery date has been confirmed, you will receive a welcome email from us containing your Homie contract and other useful information.

How can I order multiple devices from Homie?

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!

Is the delivery and connecting the machine for free?

Yes, this is for free! You really only pay for the usage of the appliance.

How long does the delivery take?

After you have ordered a Homie, we will contact you within 1 working day.
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.

Which days and times do you deliver?

We deliver Monday through Friday between 9:00 AM and 6:00 PM.

I live higher than the first floor, can you deliver there?

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

Can you take my old device with you?

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.

Payments

Do I have to pay a deposit?

No, we do not charge a deposit. We want to help people with getting a good and energy-efficient device without large upfront purchase costs. This is why we do not ask our customers to pay a deposit.

How can I pay for Homie, how does it work?

With Homie 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.

Can I conclude a contract with Homie with a BKR registration / bad credit?

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.

Changing customer data

Can I take Homie with me when I move?

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.
If you need our help with moving your Homie and connecting it, we will gladly do this, but we will charge €75.-.

I have a new email address / telephone number,
where can I change this?

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

Other products

Do you have any other products besides the washing machine?

Yes, you can also order our Homie dryer! Autumn 2020 we will also add a dishwasher to our assortment.

Do you have a drip tray for the washing machine?

We do not offer drip trays.

Do you also have detergent?

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.

Terminate Homie contract

What happens if I cancel my Homie contract?

After youtold us that you want to cancel the Homie contract, we will contact you to schedule the pick-up. Make sure that the device is ready to be taken on the agreed date. We will then visit you, disconnect the device and take it back with us.
After the device is picked up, Homie will send a final invoice within 14 days. This invoice include any credit or shortage on the user account, along with any additional charges.

How can I cancel my Homie contract?

Have your circumstances changed at home or is there another reason why you want to cancel your Homie contract? Send us an email on info@homiegroup.com. We will then contact you to pick-up the device within one month.

Do I have to pay anything when I cancel my Homie contract?

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.

Questions about connecting to your WiFi network

Why do I have to have wireless internet for Homie?

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.
Homie appliances can be connected to a 2.4 GHz WiFi network and to a hotspot on the customer's smartphone. The customer must ensure that our devices are online at least once a month.

How do I know if I have a 2.4 GHz WiFi 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.

How do I know if my Homie appliance is online or offline?

Login to your Homie account and on the left next to your usage overview you see if the machine is online or offline. If your machine has been unable to connect to your WiFi network for a longer period of time (2 weeks), you will receive an automatic email notification to warn you.

Can I connect my Homie appliance to any WiFi network?

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.

Can I still use my Homie appliance when my internet connection is temporarily down?

Yes, you can. Your Homie appliance will then save your usage data locally in your machine, until it can reconnect. It will then send your saved data to our server. Please note, your machine will have to be reconnected within a month, otherwise Homie can apply an additional offline fee.

Other questions

Why is Homie sustainable?

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.

I have a complaint, how can I report it?

We do our utmost best to keep all our homies happy, but it cannot be excluded that something will go wrong. If that would be a reason to submit a complaint, we would like to receive this attached form. Please know, you can also contact us via the contactform on the website, e-mail or phone.

Can I transfer my Homie device to someone else?

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.

Questions about the washing machine

What are the dimensions of the washing machine?

The washing machine is 85 centimeters high, 60 centimeters wide and 56 centimeters deep.

How do I know if I have a proper drain?

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.

How do I know if I have a proper water tap?

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.

How do I know if I have the right energy supply?

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.

Water comes out of the washing machine, what should I do?

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.

The washing machine door does not open, what should I do?

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 gives an Errorcode, what does this mean?

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.

What is the price per use? Or price per wash?

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.
 

How many kilograms can I put in the washing machine?

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.

Questions about the dryer

What are the dimensions of the dryer?

The dryer is 85 centimeters high, 60 centimeters wide and 60 centimeters deep.

What do I need, so the dryer can be connected?

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

How do I know if I have the right energy supply?

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.

What is the price per use? Or the price per drying cycle?

All prices include VAT.
Prices per drying cycle vary with the selected usage, the selected dryness level and the use of the ECO-function:
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.

How many kilograms can I put in the dryer?

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.

Is the Homie dryer a condensation dryer or heat pump dryer?

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?"

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.

Can the Homie dryer be on top of the Homie washing machine?

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)