Frequently asked questions
Exchange credit is child-related and per type of care and is not transferable to other children. If your child is transferred to another type of care, the previously accrued hours will be cancelled. However, if your child changes to another Solidoe childcare centre, the accumulated credit (per type of care) will remain valid.
You can use your credit if you request extra care through the parent app, by placing an order (see also the instruction video). This allows you to use your accumulated credit. Orders can be placed from 1 month to 3 days in advance.
If you have not built up enough credit, you will receive an invoice for the extra care you planned.
You can report absence for your child via the parent app or the parent portal. This will be immediately visible to staff at the childcare centre. You will only receive credit if you unbook your child at least 4 days in advance. Fixed childcare days can be cancelled up to 3 months in advance.
Example: you want to report absence for the 20th of January; if you report absence for the booking no later than on 16 January (before midnight), you will accrue credit.
You can check your accrued credit balance and its validity on your parent portal and parent app. Credit remains valid for 365 days as from the date you reported absence. Credit can now be accrued as of 1 January 2020. Unused credit expires after 365 days. This credit is not exchangeable for money.
You can check the status of your application in your parent app under ‘Verzoeken’ (requests).
You also receive notifications about the status from the app (if you’ve made the right settings on your phone).
Flexible-Childcare does not fall under the exchange credit arrangements. If you would like to exchange a flex day, please contact the planning & placement department.
If you have not accrued any credit (yet), you will receive an invoice for the extra care that you scheduled. If you have requested over and above the credit you have accrued, you will automatically be invoiced for the entire extra care. It is not possible to use part of the credit and be invoiced for the remaining hours.
Once an application for extra care has been approved, it can no longer be cancelled. If your order has not been approved as yet, you can still cancel it up to 3 days in advance.
If you have reported absence for your child, your right to this place lapses and we can offer it to another child. If you still need care on this day, you can apply via the parent app for extra care (and use the credit you have accrued for this day).
The PIN code for the app is 3789.
On the login page, select ‘forgot password’. Enter here your e-mail address to which your account is linked. You will then receive an e-mail enabling you to create a new password.
Previously, it was possible to apply for an exchange day, requesting Solidoe to change date A to date B. As of 1 January 2020, this is no longer possible. Instead, exchange credit can now be built up. This must be done in a timely manner by reporting absence for your child via the parent app or the parent portal. You can then use this credit to apply for extra care. Requests for childcare must be made via the parent app. To see how this works, see the instruction video.
If an application is refused, it will not be reviewed. If necessary, you can notify the group that you are still interested in childcare on that particular day. They will inform you if there happens to be room on that particular day.
You only accrue credit if you report absence for your child at least 4 days in advance. This can be done up to 3 months in advance. Reporting absence within these 4 days will not accrue any credit, even if your child is ill.
My child’s prebooked care day falls on a day that Solidoe is closed. Do I get exchange credit for this?
Solidoe is closed on national holidays. If one of your care days falls on any of these days, credit is automatically accrued. You will receive this credit afterwards. You cannot use it before the relevant public holiday.
In addition to national holidays, Solidoe is closed on the Friday after Ascension Day. You will also accrue exchange credit for this day afterwards.
After the last day of the contract, you will no longer be able to use any credit. Unused credit is not exchangeable for money.
Credits are valued as follows: 4 points for a whole day (KDV or BSO)*, 2 points for part of the day (toddler care, half a day KDV or afternoon BSO) and 1 point for Preschool Childcare (VSO) or lunch.
This applies both to the accrual of credit and the use of credit.
* NOTE: KDV = day care BSO = after-school care