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Frequently Asked Questions

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

The most frequently asked questions about:

Absence credit is a credit that you accrue when you report your child absent on time. This means that you must sign your child off before 8.30 am at day care, before 8 am at pre-school care and before 9 am at after-school care. You can deregister your child from a maximum of 6 weeks before the planned childcare day. You will then receive absence credit for the hours you have deregistered. You can use this credit in hours throughout the calendar year, with the exception of the HolidaymiX when you have BSO. At the end of the year, the remaining credit expires.
Please note: A number of conditions apply to the absence credit. For example, it depends on your childcare package how many hours you can deregister at most per year in exchange for absence credit. In addition, the credit is child and contract-related, which means that you cannot, for example, transfer it to the next calendar year or from the toddler care to the BSO. You can read more information about the absence credit in our requirements.

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

1) You deregister your child for the day on which you do not need childcare, this can be done a maximum of 6 weeks before the planned day of childcare. Please note: sign your child off in time to receive absence credit. This means that you must check out your child before 8.30 am at day care, before 8 am at pre-school care and before 9 am at after-school care.
2) You will receive absence credit for the hours you have signed off. You can use this credit in hours throughout the calendar year, with the exception of the HolidaymiX when you have BSO. At the end of the year, the remaining credit expires.
3. Via the button 'agenda' you can request extra childcare up to 10 working days in advance. When applying for payment, 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.

You request extra care via the parent portal. You can request additional care from a maximum of 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 these extra hours of absence credit. If you have insufficient credit, these hours will be charged afterwards.

 

BSO
If your child goes to after-school care, you can use absentee credit or flexible holiday hours for these extra hours. If you have insufficient absence credit or flexible holiday hours, the hours will be charged afterwards.

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

 

It is possible that the location of your preference does not have a place and your child cannot be placed. Please indicate in your online registration which alternative day(s) and location are also possible. It is also important that you pass on any allergies or special dietary requirements of your child when registering.

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 is possible that there is no room at the location of your choice. Therefore, do not wait too long to register and state as many alternative childcare days and locations as possible with 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 the name and date of birth of your child.

It may happen that it is not possible to register your child. Please contact Customer Relations about this by sending an email to [email protected] or to call (0113) 760 250. We are happy to help you.

Before you choose childcare for your child, it is nice to first take a look at a location without obligation. You can request a tour at www.kibeo.nl/rondleiding or on to the location page from your desired reception location. Here you can request a tour at the location. They will contact you to schedule the tour.

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

 

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

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

Registering with Kibeo is completely free!

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

Your desired start date and the days on which you need childcare determine when your child can go to a location. So don't wait too long to register. You can register via registration form on our website. Is your child already registered? Then send an email to [email protected] and provide the name and date of birth of your child.

It is possible that there is no room at your preferred location. Therefore, state as many alternative childcare days and locations as possible with your request for childcare. We are happy to think along with you to find the best option for you.

This is possible, your application will be placed on the (dormant) registration list, which means that you will not be actively approached for the care of your child. You can contact us yourself if you need shelter. [email protected] or call (0113) 760 250. Keep in mind that you contact us in time, so that you are sure of a place for your child.

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We understand that it can be quite exciting for you and your child to come to the daycare for the first time. Your child can therefore come and get used to (maximum) twice before the contract starts. This is coordinated with the branch. They will contact you to schedule a settling-in moment. This way you can see if Kibeo suits you. To get used to is a service we only offer at day care.

Kibeo works with many schools, we are often in the school. We think it is important to take care of 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, but it is safe. linked schools page you will find an overview per municipality of primary schools and the Kibeo branches that are linked to them.

Do you want childcare at Kibeo and we are not in the school, let us ([email protected]) and know the school. Kibeo is always open to making an inventory of 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 their well-known pedagogical staff work. Your child may be taken care of in a different group than his or her regular group. You give permission for this by signing the reception agreement.

 

Exceptions
At times there are fewer children at your location. We will then take care of 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 is possible that the pedagogical staff member of your child's group is not yet or no longer present. In that case, another known pedagogical employee of 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 Kibeo you only pay for diapers when your child needs them. When you register your child for childcare, you choose whether you purchase diapers. The price for diapers is on top of your hourly rate. The moment your child is potty trained or when you bring diapers from home, you can cancel the diapers by going to [email protected] to email. The diapers will then no longer be counted from the following month.

If you and your partner both work or study, you are often eligible for childcare allowance. This is a contribution towards the costs of childcare. The amount of allowance you receive depends on your income, the number of hours you work and the number of children you need care for. The rates at Kibeo are gross rates, for which you will receive childcare allowance. When we talk about net costs, the childcare allowance has been deducted from this. For more information and to apply for a allowance, visit toeslagen.nl.

What is the LRK number?
Childcare facilities that comply with laws and regulations are inspected by the GGD. If the location 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 in this.

 

Where can I find the LRK number?
All branches of Kibeo comply with the laws and regulations and can be found in the register. Each type of childcare per location has a unique number. You can find this number on your agreement, on the location page, on kibeo.nl at contact information or on its site 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 employed. You are then entitled to childcare allowance over the gross hourly rate.

If you have a partner and one of them is not employed or if you or your partner work on the basis of zero hours, you may still be entitled to childcare allowance. To find out if you are eligible for a supplement or if you want to apply for it, please go to 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 you have time to look for another job. Report this change to the Tax and Customs Administration within 4 weeks after you become unemployed. The best thing to do is to call the Tax and Customs Administration (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 the childcare hours in the three-month period? Then your hours are up and you stop the childcare allowance. Do you have any spare hours left? Then you can use it until the end of the year. After that, you can stop the childcare allowance via Allowances.nl 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 the daycare. In addition, you can easily arrange your administrative affairs here.

When you become a customer of Kibeo, an account for the parent portal is automatically created for you. You will receive an email with which you can activate your account. It is possible that this email ends up in your spam. If we have two e-mail addresses of parents/carers, both will receive a separate e-mail.

Have you not received an e-mail or are you having problems logging in? Please contact us at [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, handy! You can download the app on your smartphone or tablet Google Play or the AppStore. You may be asked to enter a URL the first time. This is kibeo.ouderportaal.nl. In the handleiding read more about the ParentApp.

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 employee 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.

Every holiday several branches per region are open. See which branches be open.

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

 

You choose on which days your child comes to the VakantiemiX. Therefore, always register your child for the HolidaymiX via the parent portal, even if you use the BSO package including flexible holiday hours. Do you want to go to a different branch during the holidays or is the branch where you have BSO 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). If the location of your preference is full, we will look at the other options together with you. As long as there is room, you can always register your child via the parent portal during the holidays. We check applications every day.

The branches that are open during the holidays are open as standard from 07:30 to 18:30. If there are branches with different opening hours, you can see this on this page. You can book VakantiemiX in half-days of 5.5 hours or in whole 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 won't have childcare for a few 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.

Did you run out of holiday hours during the year? Let us know and have your holiday hours increased for the coming year, then the costs of these hours will be spread over the year right 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. 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 sign your child off before 8.30 am at day care, before 8 am at pre-school care and before 9 am at after-school care. You can deregister your child from a maximum of 6 weeks before the planned childcare day. You will then receive absence credit for the hours you have deregistered. You can use this credit in hours throughout the calendar year, with the exception of the HolidaymiX when you have BSO. At the end of the year, the remaining credit expires.

 

Please note: A number of conditions apply to the absence credit. For example, it depends on your childcare package how many hours you can deregister at most per year in exchange for absence credit. In addition, the credit is child and contract-related, which means that you cannot, for example, transfer it to the next calendar year or from the toddler care to the BSO.

You can read more information about the absence credit in our requirements.

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

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

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

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 these extra hours of absence credit. If you have insufficient credit, these hours will be charged afterwards.

 

BSO
If your child goes to after-school care, you can use absentee credit or flexible holiday hours for these extra hours. If you have insufficient absence credit or flexible holiday hours, the hours will be charged afterwards.

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

1) You deregister your child for the day on which you do not need childcare, this can be done a maximum of 6 weeks before the planned day of childcare. Please note: sign your child off in time to receive absence credit. This means that you must check out your child before 8.30 am at day care, before 8 am at pre-school care and before 9 am at after-school care.
2) You will receive absence credit for the hours you have signed off. You can use this credit in hours throughout the calendar year, with the exception of the HolidaymiX when you have BSO. At the end of the year, the remaining credit expires.
3. Via the button 'agenda' you can request extra childcare up to 10 working days in advance. When applying for payment, 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 study day at school you can contact the BSO, if there is room for the child. We do ask you to 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 BSO on that day, only the extra hours of childcare will be settled with your holiday hours or charged afterwards.

All national holidays are taken into account in the rate. That is why 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 pass on a change to Customer Relations by sending an email to [email protected]. We will then send you a digital request via email.

When you choose Kibeo, you will receive an agreement for the care of your child by e-mail. You will receive a SEPA form with the agreement. With such a form you authorize Kibeo to collect the invoice for childcare on a monthly basis. Complete this digital form completely and sign the agreement, then you give permission to debit the invoice every month. Have you lost the SEPA form or do you still want to issue a mandate? 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.

In the last week of the month, the invoice of the childcare is collected. We collect prior to the childcare month. We do this to align with the moment you receive childcare allowance, which you will also receive prior to the month.

 

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

You can 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 1 March.

View your invoice in the parent portal, perhaps you have occasionally purchased extra childcare lately? If it is not correct, please contact the Customer Relations department by sending an email to [email protected] or call (0113) 760 250. We are happy to help you!

We understand that you have to arrange a lot of things 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 need an email confirmation from both parents. Does 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].

If your child turns 4 years old, Kibeo childcare will automatically end, you do not have to report this. If you want to cancel prematurely, you can do this at the Customer Relations department via [email protected]. You can cancel the contract on the 1st or 16th day of the month. You have one month notice period. Please let us know why you are canceling, for example was something not to your liking? We welcome the opportunity to improve our services.

You return the tag to your child's pedagogical staff member. The employees of the location will let you know that you have handed it in. When all tags have been returned, you will receive the paid deposit back the following month.

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

Are you looking for great vacancies at Kibeo? Then take a look at werkenbijkibeo.nl. If you have any questions, you can contact us by email [email protected] or call (0113) 760 399. We are happy to help you!

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

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

 

Study day(s) for employees
Kibeo is allowed to close two days a year for a study day for our employees. Usually we only use this for one (mid) 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 enough time to arrange an alternative. You will be informed about this via the newsletter on the parent portal. No refunds will be made for these days.

 

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

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

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

If you cannot find a solution with Kibeo, you can contact the Disputes Committee. The general terms and conditions of the sector contain more information about the external complaints procedure.