FAQs for parents & pupils

On this page, you’ll find quick answers to common questions about your order, payment, insurance, service and more.
Click on the relevant category to read further.

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Payment

Have questions about payments, rental deposits or invoicing?

Here you’ll find everything you need to know about direct debit, refunds, outstanding balances and how to request or amend an invoice.

The role of the rental deposit depends on the type of rental plan you’ve chosen. You can find the exact terms in your rental agreement.

You’ll pay the deposit online after signing the rental agreement.

If the payment fails, you can simply place a new order. A new payment link will be sent automatically.

 

 Once the rental agreement is signed, you automatically give consent for the direct debit to be set up. It usually begins around the 5th of each month. No action is needed on your part. 

If the direct debit fails, you’ll need to transfer the amount manually.

Please use the correct bank account number:

  • For orders in Belgium: BE70 7360 4491 6825
  • For orders in the Netherlands: NL28 KRED 0633 0250 62

Be sure to include your rental agreement number as the payment reference.

 

You can transfer the amount to the following account:

  • Belgium: BE70 7360 4491 6825
  • Netherlands: NL28 KRED 0633 0250 62

Don’t forget to include your rental agreement number as the payment reference.

As soon as the device has been delivered, the invoice will be sent to the email address you provided during the order process.

Would you like a copy of your invoice?
Please email info@signpost.eu and include the details of the person who placed the order and is responsible for the payment:

  • Full name of the parent/guardian (legal representative)
  • Email address
  • Full address: street, house number, flat/unit (if applicable), postal code and town/city
  • Full name of the child (first and last name)
  • Order number (if available)

Soon, you'll also be able to easily access your invoices, rental agreements and other documents via the My.Signpost user portal.

Send an email to info@signpost.eu and include the details of the person who placed the order and is responsible for the payment:

  • Full name of the parent/guardian (legal representative)
  • Email address
  • Full address: street, house number, flat/unit (if applicable), postcode and town/city
  • Full name of the pupil
  • Order number or rental agreement number (if available)

Soon, you'll also be able to easily access your invoices, rental agreements and other documents via the My.Signpost user portal.

 

No. Our webshop is designed specifically for schools and pupils.

We cannot issue invoices to businesses or self-employed individuals.

The rental agreement remains active until the device is returned and officially processed by our team.

Please contact info@signpost.eu and include a return confirmation or proof of hand-in, if possible. We’ll look into it right away.

 

No, rental payments already made will not be refunded, even if the device is no longer used.

The deposit may be used to cover:

  • Outstanding fees
  • Early termination charges
  • Any repair or damage costs

Always request a return confirmation or proof of hand-in when handing back the device. This serves as proof of your return date.

Delivery

Still waiting for your device or have questions about the delivery?

Here you’ll find information about delivery times, what happens if you ordered after the cut-off date and what to do if your device hasn’t arrived yet.

Delivery depends on your school’s arrangements. Your laptop will either:

  • be delivered directly to the school, or
  • be shipped to a home address of your choice.

➡ You don’t need to take any action. We follow the delivery method agreed upon with your school.

 

Once we’ve received your signed (rental) agreement and, if applicable, the rental deposit, we’ll get to work straight away.

Your device will then be:

  • carefully prepared,
  • pre-installed with the correct software (imaged),
  • packed in a protective sleeve (and/or shockproof case),
  • and shipped to your school or home address, depending on what your school has arranged.

This preparation and delivery process can take up to 2 weeks.

➡ Ordering for the next school year? Your laptop will be delivered at the time agreed with your school.

Once your laptop has been dispatched, you’ll receive a confirmation email with the delivery date and a tracking link. Want to check the status later? You can always do so via My.Signpost.be.

If you placed your order after the school's finalisation date, delivery may take up to 2 weeks after the main school delivery.

No need to follow up — your device will be shipped to the agreed location automatically once it’s ready.

My account and user portal

Need to update your details or noticed something wrong in your account?

This section explains how to submit changes to your personal information and what to do if they haven’t been processed yet.

The rental agreement is a direct contract between you (the renter) and Signpost. The school is considered a third party and does not have the authority to update your personal details.

This means that if you inform the school of any changes, they will not automatically be reflected in your rental agreement.

Have you moved house, changed bank accounts, or has your child left school?
As the renter, you’re responsible for notifying us.

 Please send all updates in writing to:
finance@signpost.eu

We cannot accept changes over the phone.

Repairs and service

Is your laptop damaged or not working properly?

Here you’ll find how to request a repair, what information to provide and how our technicians will get you back up and running as quickly as possible.

If your device is faulty or damaged, please submit a repair request:
  Submit a repair ticket

Describe the issue clearly

  • Where and when did the damage take place?
  • Include photos or a video if possible

This helps our technicians assess and fix the problem more quickly.

You’ll soon be able to create a ticket via the user portal My.Signpost.be.

Loss and warranty

What if your laptop is stolen, lost, or damaged outside of warranty?

This section explains what steps to take, what’s covered by our insurance, and how you can extend your device’s warranty.

Has your purchased laptop been stolen or lost? Depending on the circumstances, different rules apply. Below, you'll find what is and isn't covered by the insurance, and how to request a replacement device.

  1.  Theft with forced entry or under threat
    Report the incident to the police and upload the official report via this link. Here you can upload the police report (PV).
    After paying a fixed fee of € 39.00, you’ll receive a replacement device.
  2. Loss or theft without forced entry or threat
    Loss is not covered by our insurance. Only out-of-warranty damage and theft involving forced entry outside school premises are covered.

Has your rented laptop been lost or stolen? Depending on the situation, we’ll help you get a replacement device as quickly as possible. Below, you’ll find the steps to take and what costs may apply.
  1. Theft with forced entry or under threat
    ➡ Report the incident to the police and send us the official report at finance@signpost.eu 
    After paying a fixed fee of € 39.00, you’ll receive a replacement device.
  2. Loss or theft without forced entry or threat
    You’ll need to pay 80% (or 85%) of the remaining rental amount, with a minimum of €150.
    After that, you’ll receive a similar replacement device.

In both cases, your rental agreement remains unchanged — the duration and terms continue as agreed.

 You can find full warranty conditions here:  byod-shop.signpost.eu/garantie 

Yes, you can extend your device’s warranty for up to 5 years (as long as the current warranty is still active).

garantie.signpost.eu 

Returns and cancellations

Want to cancel your order or return your device?

Here you’ll find the conditions for cancellations and returns, whether you rented or purchased, and what your options are if your child leaves school. You’ll know exactly what you’re entitled to and what steps to take.

 

✔ You can cancel or change your order free of charge, as long as production hasn’t started.

If production has begun, the following rules apply:

  • Purchased device: You can return the device unused within 14 days of delivery, but a 100 configuration fee will be deducted.
  • Rented device: Cancelling the contract will incur a cancellation fee, as stated in the rental agreement.

Always contact finance@signpost.eu for any cancellation.

  1. Contract not signed, but deposit paid
    Sent an email to info@signpost.eu
    We’ll refund your deposit in full.
  2. Contract signed, device not yet received
    You can cancel within 14 days of signing your agreement (right of withdrawal). Please contact us at finance@signpost.eu in this case.
    • If production hasn't started: free cancellation
    • If production has started: standard return rules apply (see above)

Yes. You have 14 calendar days to withdraw your purchase, if:

  • the device is unused
  • it is returned in its original packaging
  • return costs and risk are covered by you

💸 A € 100 setup fee will be deducted from the refund amount.

 

Option 1: Keep the device and pay the remaining rent in full

  • No cancellation fee
  • Continued support until the end of the agreement
  • The deposit is applied to the outstanding balance

Option 2: Return the device and end the contract

  • Hand in the device at school with a signed return form
  • Our technician will inspect it
  • € 39 will be charged for each damage case
  • Deposit may be used to cover costs and cancellation fees

Option 3: Continue the agreement

  • The device stays in use
  • Monthly rental payments continue

No, previously paid rental fees will not be reimbursed, even if the laptop is no longer in use.

The deposit can be used to:

  • Offset the cancellation fee
  • Cover any repair costs

Always request a return receipt when handing in your laptop. This serves as proof of return date.

 

Product info

Just got a new laptop?

In this section, we’ll guide you step by step through the setup process and show you where to find practical info to get started right away.

Brilliant, you’ve got your new school laptop!

Before you can start using it in class or at home, you’ll need to set it up.

No worries: it only takes 4 easy steps and you’re all set for school.
Open the setup guide

Still have questions about other Signpost solutions?

Be sure to check their dedicated support pages and FAQs. That way, you’ll get the right help straight away.

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Contact our dedicated support team


Still have questions or need a hand?
Our support team is here to help.

03 327 30 75

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