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FAQs
Help for Companies
FAQ
What is the difference between the voucher and online Ticket Guardería options?

They are two ways to administer the same nursery care money. Each company chooses the method that best suits its needs. The two solutions provide the same tax breaks and the only difference is the way in which the nursery receives payment. In the first case, nurseries receive a nursery voucher for each monthly period, while, payment through the online system takes place via a direct transfer to the nursery. 

How can I place new Ticket Guardería orders?

Log in to your online account with your company passwords and manage your orders quickly and easily.

Have you not created your company account yet? Fill out this form and follow the instructions.

How quickly will the vouchers be delivered to me?
Your order will be delivered within 48 working hours once we receive payment. If you have paid by transfer, you’ll receive them between 24h and 48h later.
I have received a damaged order. What should I do?

First of all, you should not remove the security plastic from the vouchers. Then get in touch with our Customer Service Department (900 300 333) to report the incident and process a solution.

Are there any limits to the Personal Income Tax (IRPF) exemption?

In the case of Ticket Guardería, employees will enjoy a tax exemption for the full amount. However, the following limits apply:

- In the provinces of Alava, Vizcaya and Guipuzcoa, there is a maximum limit of €1,000 per year. In these cases, any amount over and above this figure must be taxed as payment in kind.

- In any event, the amount received as flexible remuneration cannot exceed 30% of the gross annual salary of the employee.

FAQ
Where can I use Ticket Guardería?
You can use the search tool to find nurseries that accept Ticket Guardería. If the nursery you need is not included, you can ask us to get in touch with them to discuss joining our network.
What happens if the child changes nursery?
If you use online Ticket Guardería, you only have to tell us about the change of nursery the day before payment is due.

If you have paper Ticket Guardería, you can use the voucher at any nursery in our partner network as it includes the names of the parent and child, but not the nursery.
What happens if the child stops going to nursery?
If the child stops going to nursery, the company must simply stop placing orders (allowances) for that parent. Edenred only makes payments to the nursery when it receives a purchase order from the client company, so there’s no problem if a child stops going to the nursery during the year.
If the nursery I want is not part of your network, do I need to change the nursery I send my child to?

We can add your nursery to our network. You just need to inform its manager and send us their details via our membership request form. If you don’t know whether your nursery is a member or not, you can easily find out by using our nursery search tool.

When will I receive the money and who will give it to me?

In the case of nursery vouchers, the Human Resources Department of your company (or equivalent) will give them to you.

In the case of the online Ticket Guardería system, the money will be available immediately. As soon as your company deposits the money into your account, you will receive an email telling you that you have a balance available for allocation to the nursery.

Can I receive Ticket Guardería at no cost to my company?
Yes, via a flexible remuneration plan with a tax break on the full monthly cost of your nursery care. Ask your company how you can join the flexible remuneration system or, if your company is unaware of this scheme, they can get in touch with us so we can provide some advice.
Can the nursery apply conditions when accepting Ticket Guardería?

The partner business must accept Ticket Guardería while charging the same amount as it would for any other payment method.

The nursery did not accept payment with Ticket Guardería. What can I do?

Check that the nursery is listed on our nursery search tool. If it is, send us an email with its details and we will get in touch with them to resolve the problem.

Are there any limits to the Personal Income Tax (IRPF) exemption?

In the case of Ticket Guardería, employees will enjoy a tax exemption for the full amount. However, the following limits apply:

- In the provinces of Alava, Vizcaya and Guipuzcoa, there is a maximum limit of €1,000 per year. In these cases, any amount over and above this figure must be taxed as payment in kind.

- In any event, the amount received as flexible remuneration cannot exceed 30% of the gross annual salary of the employee.

What can I do if I have any expired vouchers?

Any refunds or reimbursements for expired vouchers should take place via the contracting company. We cannot issues any replacements or refunds to individuals directly. If you have any expired vouchers, the HR department of your company will tell you how to organise a replacement or refund.

What should I do if my nursery tells me they have not received payment from Edenred?

Firstly, check that your company has deposited money in the account. If so, check that the money has been allocated correctly to ensure that the details of the nursery and the amount allocated are correct.

If everything is correct, get in touch with us.

What is the difference between the voucher and online Ticket Guardería options?

The two methods provide the same tax breaks and the only difference is the way in which the nursery receives payment. In the first case, nurseries receive a voucher for each monthly period. Meanwhile, payment via Ticket Guardería® online takes place by transfer.

Can I exchange the vouchers for cash?

They cannot be exchanged for cash. Furthermore, the nursery is not required to give you change if the amount due is less than the value of the vouchers.

When do the vouchers expire?

Each voucher is printed with an expiry date.

How are nursery care payments managed via the online system and what is an allocation?

In order to pay your nursery using this method, you will need to do so via My Account. On the website, you can allocate your payments to a nursery, and check or modify your details.

Once your company has deposited money into your account (you will be notified by email), you can access the tool and allocate funds to your nursery directly.

What age group does Ticket Guardería cover?

Ticket Guardería is valid for the first cycle of pre-school education, which covers from birth to the end of the school year in the year of the child’s third birthday. Hence, parents can use Ticket Guardería until the child is 2 or 3 years old, depending on their date of birth.

FAQ
I have vouchers that have expired. What should I do?

Remember that you can return expired vouchers to us up to two months after the expiry date. For example, if you received a voucher on 30 December 2015 that expires on 31 December 2015, you have until 28 February 2016 to send it to us.

I need stickers and/or envelopes and Ticket Guardería guides for my business. How can I get them?
You can order material from My Account or, if you prefer, by contacting us here.
I have not received my Ticket Guardería payment yet. What should I do?

Edenred processes payments on the 1st, 5th or 12th of each month based on the day chosen by the parents or their selected companies.

How do I send you the vouchers?

Stamp the back or front of all the vouchers without covering the bar code. 

Count the vouchers and group them together by value (for example: five €9 vouchers, making €45) and make a note on the white delivery form. Then make a note of the overall total. 

Place all the vouchers into the laminated security envelope. 

Deliver the envelope to any branch of BBVA or Banco Santander (you do not need to be a customer yourself). 

Keep the delivery receipts (the envelope flap and the yellow delivery form stamped by the bank) for any future claims.

I need an invoice. Can you send me one?
You can get your invoices via My Account  or, if you prefer, by contacting us here.

Any questions?

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