Frequently Asked Questions
I would like to register my child with CompaNanny. How does this work?
Thank you for considering CompaNanny! You can easily register your child using the registration form on our website. In the form, you can tell us which type of childcare you are looking for, your preferred location(s), the days you require and your preferred start date. You will also be asked to provide your personal details. Is your baby not yet born? You can still register. The earlier you register your child, the greater the chance of securing a place.
Registering means that you are applying for childcare at one or more CompaNanny locations of your choice, free of charge and without obligation. It does not commit you to anything, but it does increase your chances of securing a place.
What happens after I register using the form above?
By registering, you are submitting a non-binding application for your child(ren) at one of our locations. You are not committing to anything at this stage. After completing and submitting the digital registration form, you will receive an immediate confirmation from us by email. Within one to three working days, our Planning & Placement team will contact you by phone to discuss your preferences and answer any questions you may have. You will then receive a registration confirmation by email, after which our Planners will begin processing your application.
If the requested childcare can be scheduled immediately, our Planners will contact you and you will receive a contract proposal by email. If there is no immediate availability on all preferred days, we will make you an offer based on current availability and place you on the waiting list for your preferred days. As soon as a place becomes available, we will let you know.
If we are not yet able to make you an offer because your preferred start date is further ahead than we currently plan, you will still receive confirmation of your registration and be placed on the waiting list.
Are there any costs associated with registration?
No, registration is free of charge and without obligation.
I would also like to register my second or another child with CompaNanny. How does this work?
We are happy to welcome another child from your family to CompaNanny! If your family is growing, or if you are interested in a different type of childcare (for example, moving from daycare to after-school care), you can register directly through our website using the online registration form. You can also contact our Planning & Placement team at info@compananny.nl or on 020 - 417 01 17.
I would like to make a change to my contract. How do I do this?
Would you like to change something in your contract? Please send your request by email to info@compananny.nl. Our Planning & Placement team will look into the options for you straight away. You will receive a response to your request within 1 to 3 working days.
Would you like to use fewer childcare days? You can also let us know through our digital cancellation form. In the form, you can indicate which days you would like to cancel.
I would like to transfer to another location. Is that possible?
If there is a place available, then yes, of course! Please send an email to info@compananny.nl and let us know which location you would like to transfer to, from which date and your preferred days. The Planning & Placement team will look into the options straight away and contact you within 1 to 3 working days.
If there is no place available at the other location straight away, we can then place you on the waiting list.
Can I pause my contract?
No, it is not possible to temporarily pause your contract. Unfortunately, we cannot hold a childcare place until a later date. Of course, we will be happy to think along with you. We could, for example, place you on the waiting list. As soon as there are opportunities to start again, we will let you know.
Can I extend the contract when my child turns 4 years old?
A contract for daycare or kindergarten automatically ends on the day before your child’s 4th birthday. Would you like to continue using childcare after this date? In that case, the contract needs to be extended.
This can be helpful, for example, if your child turns 4 shortly before or during a school holiday and will start primary school after the holiday. You can request an extension from the Planning & Placement team via info@compananny.nl or 020 - 417 01 17. Within 1 to 3 working days, they will let you know whether an extension is possible.
Tip: Request an extension as soon as possible. This gives you the best chance of a place being available.
Will my daycare contract automatically become an after-school care contract?
No, this does not happen automatically. Are you interested in a place at one of our after-school care locations? We recommend registering your child well in advance. You can do this easily and without obligation through our digital registration form.
Each after-school care location works with specific primary schools nearby. When completing the registration form, you will immediately see which schools we work with and which locations you can register for. The location page of each after-school care location also shows which schools we work with.
The general terms and conditions of the ‘Branchevereniging Kinderopvang’ (the Dutch Childcare Sector Association) apply to the agreement we enter into together. In addition, we have our own Supplementary Terms and Conditions, so everything is set out clearly and transparently. You can find both documents on our terms and conditions page. Is your child’s primary school not listed? Please contact our Planning & Placement team via info@compananny.nl or 020 - 417 01 17. They will be happy to look into the options with you.
My child will soon be starting primary school. Do I need to end the contract myself?
A contract for daycare or kindergarten automatically ends on the day before your child’s 4th birthday. This means you only need to end the contract yourself if you would like to stop childcare earlier. You can do this easily through our digital cancellation form. Please take into account a notice period of 1 month.
My child will soon be starting secondary school. Do I need to end the contract myself?
A contract for after-school care automatically ends on the day before your child’s 12th birthday. This means you only need to end the contract yourself if you would like to stop after-school care earlier. You can do this easily through our digital cancellation form. Please take into account a notice period of 1 month.
Would you like to continue after-school care after your child’s 12th birthday? In that case the contract needs to be extended. You can request an extension from the Planning & Placement team via info@compananny.nl or 020 - 417 01 17. Within 1 to 3 working days, they will let you know whether an extension is possible.
Tip: Request an extension as soon as possible. This gives you the best chance of a place being available.
How can I end my contract?
We are sorry to hear that you are considering ending your contract. You can end your contract with a notice period of 1 month. You can find more information about this in our terms and conditions. You can partially or fully end your contract through the digital cancellation form on our website.
I would like to cancel my contract before the childcare start date. Is that possible?
Yes, you can do this using the digital cancellation form. You can cancel free of charge up to 4 months before the start date. Are you cancelling your agreement less than 4 months before the start date? Then costs will apply.
If you cancel up to 1 month before the start of the childcare, we will charge €250 in administration costs. If you cancel less than 1 month before the start of the childcare, we will charge the full cost of the first month of childcare, based on 31 days. You can find more information about this in our terms and conditions.
I just signed my contract, but I would like to withdraw it. Is that possible?
Yes, as the main contract parent, you may withdraw the agreement free of charge within 14 days after signing. You can use our digital cancellation form for this. The withdrawal period ends 14 days after signing the agreement.
For example: if you sign the agreement on 8 January, the cooling-off period ends on 22 January. Does the final day fall on a weekend or public holiday? Then the period ends on the next working day at 11.59 pm.
Are you withdrawing before the start date and have you already paid?
In that case you will receive a full refund of the amount paid, no later than 14 days after the withdrawal. We will use the same payment method for this, unless we have agreed otherwise with you.
Are you withdrawing after the childcare has already started?
In that case we will charge a proportionate amount for the childcare days already used. We always ask for permission in advance if childcare starts within the cooling-off period.
What is the notice period?
You can end your contract with a notice period of 1 month. You can use our digital cancellation form for this. You can find more information about this in our terms and conditions.
What are CompaNanny’s general terms and conditions?
The general terms and conditions of the ‘Branchevereniging Kinderopvang’ (the Dutch Childcare Sector Association) apply to the agreement we enter into together. In addition, we have our own Supplementary Terms and Conditions, so everything is set out clearly and transparently. You can find both documents on our terms and conditions page. You can find our terms and conditions on the terms and conditions page.
What services do you offer?
Daycare (0-4 years), after-school care (4-12 years), kindergarten with or without VVE (2-4 years). Flexible care and before school care (VSO) is also available at some branches.
What is the difference between kindergarten and pre-school care (VVE)?
Both are a type of care for toddlers (2-4 years) during the mornings of school weeks (40 weeks per year). We only offer VVE at CompaNanny 7th Montessori and 2nd Open Air School. The Early and Preschool Education (VVE) programme is a care programme specifically aimed at preparing for primary school. Some children receive a referral for the VVE from the JGZ (Youth Healthcare). This gives you priority for a place. A referral is not necessary to register for the preschool. However, there is a minimum purchase of 2 mornings (or 3 if there is a referral).
For how many weeks per year do you offer childcare?
Most branches offer childcare for 52 weeks per year. Some branches for 51 weeks a year (closed between Christmas and New Year). Kindergarten is always for 40 weeks per year. Each location page lists in the FAQ how many weeks of childcare that location offers.
Do BSO contracts include full-day care during study and/or school holidays?
Your child can also visit our after-school care for whole days on holidays or study days. The holidays are therefore included. With every BSO contract you also receive a 50 hour card per school year to use freely. You can use these hours, for example, to purchase childcare on the other days when school is closed, such as strike days.
The 50 hour card is not included at CompaNanny Mariënberg, Paasberg and Postpad. At these locations, childcare on study days is included in the contract.
Which schools do you work with for BSO?
Each BSO works together with specific schools. These are listed per branch on the branch page.
Do you offer flexible contracts?
At the CompaNanny Schiphol Centrum branch, we offer flexible contracts. With flexible care, the care day changes at least every 2 weeks.
Do you offer bilingual childcare?
Yes. We have a bilingual group at a number of branches for international families and expats. Here we speak both Dutch and English with the children. CompaNanny Amsterdamseweg, Texelstraat, WFC, Zuidas, Atlas Arena, Archipel and Benoordenhout.
Where can I find my invoice?
You can find all invoices in the parent portal under ‘Me’ → Invoices. Depending on your family situation, access rights may be assigned to view the invoices. The parent who signed the agreement with CompaNanny has the rights to view the invoices.
Where can I find my annual statement?
You can find your annual statements in the parent portal under ‘Me’ → Documents and annual statements. Depending on your family situation, access rights may be assigned to view the annual statements. The parent who signed the agreement with CompaNanny has the rights to view the annual statements. The annual statements (for the previous year) are published in the parent portal each year around February.
What should I do if my invoice is incorrect?
Have you carefully read the FAQ and are you still unsure whether your invoice is correct? Please contact the Planning and Placement team via info@compananny.nl.
I have a question about a payment. Where can I ask this?
Questions about a payment, payment reminder, or payment arrangement can be directed to our Accounts Receivable department via debiteuren@compaNanny.nl. Please include your debtor number (R..), which can be found on your invoice.
If you have a question about how the invoice was calculated, the Planning and Placement team can assist you via info@compananny.nl.
When is the invoice amount debited?
The direct debit takes place on the first working day of the month.
Why do I receive my invoice two months in advance?
At CompaNanny, we send invoices two months in advance, around the 15th of each month. The amount is then automatically debited from your account on the first working day of the following month.
Example:
Around January 15th, you will receive the invoice for March. This will be collected from your account on the first working day of February.
Hours for the tax authorities – explanation
When you need to report your childcare hours to the tax authorities, you can use the “WK hours” listed in the invoicing schedule of your most recent contract. If you have occasionally used an extra day of care, you can report this separately to the tax authorities. For a full day of daycare, you should count 11 hours. This can be done retroactively, but we recommend submitting it in time.
Please note:
It is important to apply for childcare allowance (KOT) on time. Always use the start date of your contract when applying. You will only receive childcare allowance from the moment the childcare has actually started.
If you have any questions about the tax authorities, you can find answers in the frequently asked questions to help you further.
How are the hours on the invoice calculated?
The invoice amount is the same every month, even if you do not use the same number of hours each month. We do this to ensure that your childcare allowance remains the same each month. If we were to invoice different amounts daily or monthly, you would also have to report changes to the Tax Office every month.
We aim to make this as easy as possible so you do not have to account for hours, rates, and allowances every month. Therefore, we charge a fixed monthly amount, calculated precisely based on the childcare days spread over 12 months. How this calculation is made is explained in the question: “How are the hours on the invoice calculated?”
Do I pay for kindergarten (peuterspeelzaal) during holidays when it is closed?
You do not pay for school holidays at the playgroup. The playgroup rate is based on 40 weeks of childcare per year.
During the 12 weeks that we are closed, invoices are still issued, because you receive a monthly invoice (with the amount based on 40 weeks of childcare per year).
When is a credit invoice paid out?
A credit (refund) is always offset against the invoice of the following month. If there are no outstanding invoices, the amount will be refunded within 6–8 weeks after receipt of the credit note.
What are strip card hours (BSO / after-cchool care)?
Every agreement* for after-school care (BSO) includes a strip card with 50 hours per school year. Parents receive these 50 hours in full on 1 September. If a contract starts during the school year, parents receive a proportional number of hours.
These hours can be used for after-school care on school study days or for additional after-school care during school weeks or holidays. Each year, a maximum of 20 unused hours can be carried over to the next year.
The costs are invoiced monthly. In some cases, fewer or more hours may be required than planned in advance. Unused hours cannot be credited. Any additional hours used will be charged afterward.
* The strip card does not apply to CompaNanny Mariënberg, Paasberg, and Postpad. At these locations, care on study days is included in the contract.
BSO invoicing times
At all our BSO locations, we invoice the same number of childcare hours for all parents. BSO time starts from the closing time of the earliest-closing school, using the lower grades’ closing time as the guideline. From that moment, costs are charged, even if the school and/or upper grades close later.
Because we work with multiple schools at our locations, we apply one uniform method with fixed BSO times for all locations. You can of course apply for childcare allowance for the calculated hours.
When using the strip card or when your school has a study day, the childcare hours are also calculated based on the earliest school closing time. This means you are not disadvantaged: if your school closes later, you do not pay for additional childcare hours that would normally apply. We therefore do not charge double hours.
The costs are invoiced monthly. In practice, fewer or more hours may be required than planned. Unused hours cannot be credited. Additional hours used will be charged afterward.
Do I receive compensation if my childcare day falls on a public holiday?
CompaNanny does not offer financial compensation for public holidays on which childcare is closed, because childcare costs are calculated on an annual basis. Please note that you will still receive childcare allowance from the Dutch Tax Office for that day.
I want to change my bank account number. How can I request this change?
It is possible to change your bank account number. Please send the change by email to info@compananny.nl. Please note that only the parent who signed the agreement is authorized to request this change. Unfortunately, it is not possible to change the bank account number via the Parent Portal.
What are the costs for childcare?
We use a fixed hourly rate per service. The costs are calculated per month based on the number of days that your childcare is purchased. Costs may vary by branch. You can find the rates on the branch page of the branch.
How can I calculate my costs?
Using our calculation tool you can calculate your personal situation directly and anonymously. This gives you a clear picture of your gross and net childcare costs.
Do I get a discount for a second or subsequent child?
No, there is no discount for a second or subsequent child. As a parent, you will receive a relatively higher childcare allowance via the Tax and Customs Administration for a second child. A brother or sister gets priority for a place.
When do the rates change?
The rates change every year on 1 January. In November you will receive a message about the annual rate adjustments for the following year.
There may be an interim increase during the year. You will be informed of this in a timely manner.
Am I entitled to childcare allowance?
Whether you are entitled to childcare allowance depends on a number of conditions. These conditions are:
The children living at home are registered at your home address.
You as a parent or your allowance partner pay the costs for childcare.
You and your partner both work or receive a contribution from the municipality or UWV under the Childcare Act.
Find out whether you are entitled to childcare allowance and how much at www.belastingdienst.nl/rekenhulpen/toeslagen.
How can I calculate my childcare allowance?
You can make a test calculation of the childcare allowance for your specific situation at www.belastingdienst.nl/rekenhulpen/toeslagen. This way you know exactly how much allowance you can expect to receive.
(How) Can I have the childcare allowance transferred to CompaNanny directly?
For a number of locations it is possible to have the childcare allowance transferred directly. Unfortunately, this is not (yet) possible at the other locations. Below is an overview of the locations for which this is possible:
CompaNanny 2e Openluchtschool
CompaNanny 7e Montessori
CompaNanny Amstelveen
CompaNanny Atlas Arena
CompaNanny Bachzaal
CompaNanny Benoordenhout
CompaNanny Burggravenlaan
CompaNanny Dintelstraat
CompaNanny Kralingen
CompaNanny Maanplein
CompaNanny Oegstgeest
CompaNanny Potgieter
CompaNanny Prinsenhof
CompaNanny Rembrandtlaan
CompaNanny Ruysdaelkade
CompaNanny Schinkelkade
CompaNanny Schiphol Centrum
CompaNanny Schiphol Rijk
CompaNanny Schoterbos
CompaNanny Statenkwartier
CompaNanny Texelstraat
CompaNanny Titiaan
CompaNanny Viandenlaan
CompaNanny Westerpark
CompaNanny WFC
CompaNanny WFC BSO
CompaNanny Zaaijerplein
CompaNanny Zuidas
If this is possible for your location, you can inform CompaNanny via the website surcharges.nl that the Tax and Customs Administration may transfer your childcare allowance directly to CompaNanny.
To pass this on, log in with your DigiD at Allowances.nl. Under the heading Submit changes – children, you will find the option: I want to have the childcare allowance paid to the childcare provider. For this you need the LRK number of the relevant location. You can find this in your contract or on the location page of the branch on our website. Once you have passed on the LRK number to the Tax and Customs Administration, it will take approximately 6 to 8 weeks before the change takes effect. Please note that during this period it is possible that we still collect the full invoice amount. From the moment we receive the first surcharge, we will settle this with your invoice amount.
How can I report that my child is not coming?
Go to 'calendar' in the parent portal and then click on 'report absence'. You can let us know that your child will not be coming for one or more days.
Can I exchange days?
If you want to exchange a day occasionally, you can request this via the parent portal. Are you sure you won't come on the absent day? Please cancel this day first. This prevents you from cancelling too late and losing the option to exchange. You request the exchange day via 'calendar' and then 'request exchange day'.
When can I exchange a day?
Any day that you cancel before 4:00 PM the day before will automatically become available as an exchange day.
When will my exchange day be approved?
If a place is available for your child, the day will be approved. In practice, this usually means that another child must be deregistered before an exchange day can be approved.
I am on holiday, can I make up for these day(s)?
If you do not use your contract day, you lose these days. However, all days that you cancel before 4 p.m. the day before, you can request as an exchange day. Exchange days can be used 30 days before and 30 days after the absent day, provided there is room available in the group. Please note that not all exchange days will be approved.
Can I exchange a holiday?
Holidays cannot be exchanged or deducted from the invoice.
How long is my exchange day valid?
Exchange days can be used 30 days before and 30 days after the absent day.
My exchange day is about to expire, what happens now?
If it cannot be used within the period of 30 days before and 30 days after the absent day, the exchange day expires.
Are exchange days or credits transferable?
No, exchange days and credits are personal.
When will I receive a credit?
There are contract forms where you get credit that you can use. This is different per location and service, if this is the case it will always be included in the contract.
How can I use my credit?
You can use credit by choosing the option 'request extra day' and then 'pay with credit'. Choose the credit you want to use here.
My credit is about to expire, what happens now?
If your credit is not used within the set period, it will expire without refund.
Can I request an extra day?
Yes, with the exception of kindergarten at CompaNanny 7e Montessori and 2e Open Air School, you can request incidental extra care via the parent portal. You do this via the option 'request extra day'. If the request is approved, you will receive an additional invoice. Only use this option if you have no more exchange days or credits left. Once approved, the extra day cannot be changed to an exchange day or credit day.
My request for an extra day has been rejected, what now?
Unfortunately, there is no place available at the moment. You can try to request another day.
My request for an extra day of care has been approved. How do I pay?
You will receive an invoice for the extra day around the 15th of the month. This will be debited with the next direct debit on the 1st working day of the month.
I want to submit my request for all my children, is that possible?
Yes you can. Choose the option 'assess as a whole' in the application.
I don't need the extra day of childcare (anymore). What now?
You can cancel the extra day via the parent portal. If you do this before 4 p.m. the day before, you can use the day as an exchange day.
How do I file a complaint?
If you have concerns about something, would like to discuss something or make a complaint, we ask you to contact the (deputy) Branch Manager. We will be happy to sit down with you to find a solution together. Often a personal conversation is enough to clear the air.
You may not be able to work it out at the branch or still prefer to file a complaint directly. You can read about how this process works in our complaints procedure.
Please note that a formal complaint must be in written form.
How do I request a new username?
When your child starts at CompaNanny, an account for the Parent Portal is created using the email address you provided. If it no longer works or you’re unable to log in, please send an email to info@compananny.nl, and we’ll help you further.
I haven’t received an email with login details. What should I do?
As a new parent, you will receive your login details for the Parent Portal 6 weeks before the start date. Before this 6-week period, it is not yet possible to log in. If you have not received your login details within 6 weeks before the start, please send an email to info@compananny.nl, and we will send you a new activation email.
I forgot my password. What should I do?
You can request a new password on the login screen of the app or via the web version. Your username is the email address you are registered with.
Where can I find a user manual?
A detailed user manual can be found on the KidsKonnect website.
You can also find the manual in the Parent Portal under My location → General information → The CompaNanny Parent Portal.
Who can I contact with questions about my child?
For questions about the daily reports, photos, documents, or messages in the Parent Portal, you can contact the Pedagogical Employees in your child’s group.
How long will I still have access to the Parent Portal after my contract has ended?
As a parent, you will still have access to the Parent Portal for 8 weeks after your contract has ended to download your photos, daily reports, and invoices.
In accordance with GDPR guidelines, we are allowed to store the content (photos, observations, and daily reports) for up to 1 year after your child’s last day of care. If you no longer have access to the Parent Portal and would like to receive this content within 1 year after the end of your contract, please send an email to info@compananny.nl.