Frequently Asked Questions

Please always notify the school and the on-site care team, either by phone or in person. This portal is only for questions concerning the childcare contract — a message sent here will not reach the on-site care team in time.

Please notify the on-site facility. This system is used by the administration and not on-site. You do not need to submit an application for the journey home: all children walk home independently after care ends. You only need to submit an objection at the facility if you do not agree with this.

At most schools, you book lunch directly with the caterer and not in this portal. Therefore, the contract may say "Lunch: no" even though your child is eating. At schools where lunch is included in the module price, it is booked anyway. Please speak to the on-site facility — they will tell you what applies to your school.

Create an account, click "Start Registration", select the school and fill out the registration form in 7 steps. You will receive a confirmation email.

Yes, as long as no contract has been signed. Go to "My Children", select the child, switch to the "Contract Changes" tab and click "Cancel Registration". The cancellation takes effect immediately.

Processing time depends on the respective school. You will receive an email once your registration has been processed.

No, unfortunately, it is not possible to order meals only. Children must be registered in the school's respective program (e.g., "Pakt für den Ganztag", Profile 1 or Profile 2) to be able to participate in the meals.

This information is contained in the contract and therefore cannot be changed by yourself. Please write to us via the contact form specifying which detail is incorrect and what the correct information is, along with the child's name and date of birth. We will correct this and get back to you. You can update your own contact details yourself in your profile.

This information cannot be changed by yourself after registration. Please send us the new details via the contact form, along with the child's name and date of birth — we will update them for you.

Go to "My Children", select your child and open the "Care" tab. There you can see all contract details.

Go to "My Children", select the child, switch to the "Contract Changes" tab and click "Cancel contract". Select the desired end date (notice period: 6 weeks before January 31st or July 31st of a year). In case of relocation or change of school, there is a special right of termination. The cancellation must be reviewed and approved.

Yes, on February 1st or August 1st of each year. Go to "My Children" → Select child → "Contract Changes" tab → "Change module". Select the new module and the next February 1st or August 1st as the start date. Processing time: 1–3 business days.

The administration no longer issues certificates for tax returns: The obligation to submit receipts to the tax office has been abolished since the 2017 assessment year. We only issue certificates if the tax office explicitly requests them. You will still receive certificates for childcare or meal costs for an application to an office (e.g. Jobcenter). In both cases, send us your request via the contact form, along with the child's name and date of birth and the year — if requested by the tax office, please also include their letter. You can find your contract under "My Children" → Child → "Care" tab.

A change request is a request to modify your contract — e.g. module change, lunch change or contract cancellation. Everything online, no paper forms.

Yes, as long as it has not been approved or rejected. Go to "My Children" → child → "Contract Changes" tab and click "Cancel".

Processing time depends on the specific request. You will receive an email once your request has been processed.

By SEPA direct debit (automatic debit collection), at the beginning of each month.

We always debit the childcare fee at the beginning of the month. A different date cannot be selected.

The contract will continue until the end of the notice period — so the fee will also be collected for the final month of the contract. If a debit was made after the contract ended, please write to us via the contact form, including the child's name and date of birth, and the date of the debit. We will investigate the case and get back to you.

Yes. Go to "My Children" → child → "Contract Changes" tab → "Change Bank Details".

No, currently only German accounts are possible. When registering and changing bank details, the portal exclusively accepts German IBANs (starting with "DE"). A foreign IBAN (e.g., AT..., PT..., NL...) will be rejected.

Go to "Holiday Care" in the menu, select your child, the desired holidays and weeks. The booking will be confirmed by email.

No. Holiday care is booked on a binding basis and cannot be cancelled. A special right of termination only exists if the service at your location is cancelled and your child is to be cared for at another location. In this case, please contact the care team at your school.

No, holiday care is booked by the week. However, you can select only the weeks you want.

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