Mobile Locker NV

General terms and conditions of use

    General terms and conditions of use - Mobile Locker – B2C

    Last update: 16/10/2026

    1. Background and scope
    1. These general terms and conditions of use (the “Terms”) apply to access to and use of lockers installed and operated by Mobile Locker at venues including, without limitation, festivals, events, concerts, hotels, amusement parks, railway stations, airports, bus stations and other public or semi-public locations (the “Locker System”). Mobile Locker NV is a public limited company incorporated under Belgian law, with its registered office at Nijverheidsstraat 94, 2160 Wommelgem, Belgium, and registered with the Crossroads Bank for Enterprises under company number 0643.621.922 (“MobileLocker”, “we”, “us” or “our”).
    2. Through the Locker System, Mobile Locker allows consumers acting outside their trade, business or profession (“End Users” or “you”) to store items and/or baggage and, where applicable, to charge devices in lockers.
    3. These Terms apply to B2C transactions only. They are made available before use or booking. By ticking the designated acceptance box at a self-service terminal or online booking platform, or by otherwise completing the prescribed rental process, you confirm that you have read, understood and accepted these Terms.
    4. If you do not accept these Terms, you may not use the Locker System.
    2. Formation of the agreement and use of the locker system
    1. You must have the legal capacity to enter into an agreement with Mobile Locker. Where you reserve or use a locker through an online platform, self-service terminal or other booking process, you represent and warrant that all information provided by you, including your identity, contact details, booking details and payment information, is accurate, complete and up to date. You may not provide false or misleading information or misrepresent your identity.
    2. Each rental agreement is formed when you obtain control over a locker in accordance with the prescribed terminal procedure or, for online reservations, when a booking confirmation is sent to the email address provided by you.
    3. Any arrangements with, or commitments made by, Mobile Locker staff are binding on Mobile Locker only if confirmed in writing by Mobile Locker.
    4. You owe the price clearly communicated before conclusion of the agreement, either during online registration, at the terminal or other booking process. Prices are inclusive of VAT and include the full amount payable for the use of the relevant locker, unless additional fees expressly stated in these Terms become due.
    5. Unless the locker type or booking process expressly allows multiple openings, interim opening of a locker is not possible. If, after opening and emptying a locker, you wish to use a locker again, a new rental agreement will be concluded and a new payment may be due. The Locker System may allocate a different locker.
    6. Access to the locker is granted only after payment of the applicable price, unless Mobile Locker has expressly agreed otherwise in writing. Mobile Locker may refuse access to, or prevent the opening of, a locker until all amounts due in relation to that locker have been paid in full.
    7. You must collect your items during the stated opening hours and no later than the expiry of the rental period.
    8. For festivals and events, items must be collected before the end of the event or upon expiry of the rental period, whichever is earlier.
    9. For railway stations, airports, hotels and other venues, items must be collected no later than the expiry of the reserved rental period.
    10. After expiry of the rental period, an hourly surcharge may apply and is due at the start of each hour. This surcharge will amount to a maximum of EUR five hundred (500) per locker. The locker will only open once all outstanding fees have been paid. If Mobile Locker staff must attend on site for a reason not attributable to Mobile Locker, the call-out fees communicated in advance will apply, including EUR twenty-five (25) for assistance by appointment on the next working day and EUR fifty (50) for urgent assistance without appointment. If you legally qualify as a minor, Mobile Locker may not charge surcharges or call-out fees that are disproportionate to the rental price and the circumstances.
    3. Online reservations, cancellation and withdrawal
    1. This article applies to lockers reserved or purchased in advance through an online platform or booking system.
    2. Free cancellation policy: An online reservation may be cancelled free of charge within fourteen (14) days following the booking confirmation date, unless the statutory exception for leisure services on a specific date applies as set out below. Additional free cancellation periods may apply and will be communicated during the booking process:
    3. Festival and event bookings: cancellation free of charge up to ten (10) business days before the start of the reservation.
    4. Train stations, airports, hotels, venues, and bus stations: cancellation free of charge up to two (2) working days before the start of the reservation.
    5. Cancellations after the applicable deadline are not refunded, subject to mandatory statutory withdrawal rights and the force majeure provisions below. You are responsible for selecting the correct event, zone and location. Incorrect bookings are not refundable except where required by mandatory law.

    6. Any request for a refund or financial compensation following the expiry of the rental period or the end of an event, including a request based on serious medical circumstances affecting you or a close family member, must be submitted in writing to help@mobilelocker.eu within five (5) working days after the expiry of the rental period or the end of the relevant event, whichever is later. Mobile Locker may grant a full or partial refund in such circumstances at its reasonable discretion. Requests received after this five (5)-day period will no longer be eligible for processing or refund, without prejudice to mandatory statutory consumer rights.

      If a locker is defective, you must, depending on the circumstances, immediately inform a Mobile Locker or event/venue staff member, call the Mobile Locker hotline or send an email to help@mobilelocker.eu. A full or partial refund may be granted for a defective locker only if the defect is reported immediately. Defects which are reported after the end of an event will not be eligible for a refund, without prejudice to mandatory statutory consumer rights.

    7. Festival and event bookings - no statutory withdrawal right: Where the locker rental is linked to a specific leisure event on a specific date, the statutory fourteen (14)-day right of withdrawal does not apply in accordance with Article 16(l) of Directive 2011/83/EU. Mobile Locker will clearly communicate this during booking and may request your explicit acknowledgement.
    8. Non-event bookings in stations/airports – fourteen (14)-day statutory withdrawal right: Where the rental is not linked to a specific leisure event, you may have a statutory right to withdraw within fourteen (14) calendar days of the booking confirmation. To exercise this right, notify Mobile Locker clearly, for example by email to help@mobilelocker.eu, within that period. Mobile Locker will refund eligible payments using the original payment method within fourteen (14) calendar days of receiving the withdrawal notice.
    9. This right applies in addition to -- and does not replace -- the free cancellation right in Art. 3.2.
    ‍4. Uncollected items, lost and found and return by post
    1. At festivals or events: after rental period expiry, uncollected items will be bagged, documented, and stored by Mobile Locker or the event organisation. User will be notified by email where provided.
    2. At railway stations, airports, hotels, bus stations or other venues: forty eight (48) hours after rental period expiry, Mobile Locker may remove items and store them at its premises. User will be notified where contact details were provided.
    3. After expiry of the rental period, uncollected items may be removed, documented, bagged securely and stored by Mobile Locker or, where applicable, by the event organiser. Where contact details have been provided, the End User will be notified.
    4. Items uncollected for six (6) weeks after expiry of the rental period are deemed abandoned, provided that
    5. Mobile Locker has sent written notice by email or post at least fourteen (14) calendar days before sale or destruction; and
    6. the End User has not responded.

      Mobile Locker may then sell or destroy the items in accordance with the following lost and found procedure.

    7. Lost and found procedure: Upon removal of uncollected items, Mobile Locker will document the locker contents (written inventory and where appropriate photographic record), bag the items securely, and store them in a designated Lost and Found area.
    8. Documentation will be retained for the full six (6) weeks period, after which they will be destroyed securely in a manner compliant with applicable data protection law;
    9. Passports, identity cards and driving licences will not be destroyed or sold but will, after a reasonable period not exceeding seven (7) calendar days, be transferred to the local police or the competent public authority;
    10. Smartphones, laptops and other electronic devices or data carriers that may contain personal data will, after expiry of the six (6) weeks storage period, be destroyed securely or permanently erased in a manner compliant with applicable data protection law;
    11. Standard items found in a locker after expiry of the rental period will be removed from the locker and stored in a secure area for a maximum period of six (6) weeks from expiry of the rental period;

    12. Notwithstanding Article 4.4, perishable foodstuffs, liquids, flammable or hazardous substances and items presenting a hygiene risk may be destroyed or disposed of immediately and without prior notice.

      Subject to the notice requirements in Article 4.4, if the items have not been collected within the six (6)-weeks storage period, you will be deemed to have irrevocably waived and abandoned any ownership rights in those items. From that time, Mobile Locker may, at its discretion, destroy, recycle, sell or donate the items to charity.

      To the fullest extent permitted by applicable law, Mobile Locker will not be liable for loss of or damage to items left behind during the storage period, except in the event of Mobile Locker’s wilful misconduct or gross negligence.

      Upon destruction or sale, a record of the method of destruction/disposal will be kept for a maximum of 1 year.

      Items will be destroyed in a manner appropriate to their nature (e.g., shredding for documents, certified disposal for electronics, waste disposal for food).

      When uncollected items are sold, the proceeds thereof will be allocated to Mobile Locker. You agree that these proceeds constitute fair compensation for the additional storage following the agreed rental period and the subsequent organisation of the sale.

    13. Upon written request within the abovementioned term of six (6) weeks, Mobile Locker may return items by post. You must pay in advance the outstanding rental fee, an administration fee of EUR fifty (50) (for events, stations, airports, hotels and other venues), and the applicable shipping costs. If you are a minor, Mobile Locker’s discretion, the administration fee may not be applied. You remain responsible for the applicable shipping costs and the original rental price.
    5. Prohibited items and inspection
    1. You may not misuse, damage, interfere with or attempt to interfere with the Locker System, its software, hardware, terminals, payment systems, access mechanisms or any related infrastructure. In particular, you may not redistribute, rent out, lease, sell, transfer, assign, decompile, disassemble, reverse-engineer, bypass, circumvent or otherwise make unauthorized use of the Locker System or any part of it, except where expressly permitted by these Terms or by mandatory applicable law.
    2. You may not use the Locker System for any purpose that is unlawful, fraudulent, unsafe, harmful or contrary to applicable laws or regulations. Any consequences of such irregular or unlawful use are solely for your account, without prejudice to Mobile Locker’s mandatory legal obligations. Mobile Locker may cooperate with competent authorities where required or permitted by law.
    3. You may not use the Locker System in a manner that may harm, endanger, harass, threaten, defame or otherwise adversely affect Mobile Locker, its staff, venue operators, event organizers, other users or third parties. You may not attempt to access restricted, protected or non-public parts of the Locker System or any systems connected to it without Mobile Locker’s express authorization. You represent and warrant that you are the owner of all items stored by you in the Locker System. If you store any item in the Locker System that is owned by a third party, you shall indemnify and hold Mobile Locker harmless against any claim brought by the rightful owner in relation to that item.
    4. Lockers fitted with electrical outlets are intended for device charging only. Appliances such as irons, hairdryers, power strips and kettles are strictly prohibited. Any breach may result in immediate termination of the rental and removal of the contents at your risk.
    5. Items with a value exceeding EUR five hundred (500) may not be stored in a single locker. The following categories are expressly prohibited regardless of value:
      • jewellery, watches and other precious items;
      • artworks and collectibles;
      • cash, banknotes and negotiable instruments;
      • passports, identity documents and official travel documents;
      • electronic devices with a replacement value above EUR five hundred (500);
      • lithium-ion batteries and e-bike or e-scooter batteries unless used in a charging locker specifically designed for that purpose;
      • flammable, explosive, corrosive or otherwise hazardous substances;
      • illegal drugs and controlled substances;
      • weapons, ammunition and sharp objects capable of causing injury;
      • food, open beverages and perishable goods; and
      • any item whose loss or damage cannot be adequately compensated within the EUR five hundred (500) liability cap.
    6. If prohibited or higher-value items are nevertheless placed in a locker, the agreement covers only goods with a collective value up to EUR five hundred (500). Storage of prohibited or higher-value items is entirely at your own risk.
    7. Where Mobile Locker has reasonable cause to do so, including a suspicion of prohibited items, public safety concerns or a request by competent law enforcement authorities, Mobile Locker staff may open a locker and inspect its contents. Upon request, you must show the contents of items to Mobile Locker staff. Mobile Locker may refuse any item without giving reasons.
    8. When inspecting uncollected or abandoned lockers for the purpose of identifying the owner or contact details, Mobile Locker staff may search the contents to a reasonable extent. Any personal data found during such search will be processed solely for contacting the owner and in accordance with the privacy provisions below and applicable data protection law. Items will not be read, copied or retained beyond what is strictly necessary.
    9. Dangerous or prohibited items (drugs, explosives, flammable substances, perishables, living beings, etc.) may be removed and, where necessary, destroyed at the user's expense. Mobile Locker will, where safe and practicable, notify the user and/or authorities before taking such action.
    6. Liability, damage reporting and refunds
    1. Mobile Locker is liable only for damage or loss directly attributable to a technical malfunction of the locker, meaning a failure to operate in accordance with its specifications, and subject to the limits set out in this article.
    2. To the fullest extent permitted by applicable law, Mobile Locker provides the Locker System on an “as available” basis and does not give any guarantee that the functionalities of the Locker System will be uninterrupted, error-free or suitable for storing any particular item. Nothing in this article affects your mandatory statutory rights as a consumer.
    3. You are solely responsible for verifying before use that the locker is empty, clean and in proper working order, ensuring that the locker door is fully and securely locked after closing, and not using a locker that is already open or visibly damaged. Mobile Locker may take failure to comply with these obligations into account when assessing a claim, and it may result in forfeiture of your right to claim for any resulting damage or loss. If you are a minor, Mobile Locker may also take that factor into account.
    4. Mobile Locker is not liable for damage or loss caused by user error, prohibited items storage, theft, break-in, vandalism or other third-party acts, lack of reasonable evidence of the contents or value of items, damage covered by your own insurance, or indirect or consequential loss such as missed transport connections, accommodation costs, rebooking fees or other travel or logistical expenses.
    5. Where Mobile Locker is liable, its liability is limited to EUR five hundred (500), including VAT, per locker per rental period.
    6. In order to make a claim, you may be required to substantiate the existence and value of the stored items by providing proof of purchase, photographs or other reasonable evidence. Mobile Locker may reduce or reject a claim where reasonable evidence is not provided.
    7. In the event of damage or loss, immediately inform Mobile Locker staff or contact help@mobilelocker.eu. Where theft is suspected, report it to the local police immediately and obtain a police report number. You must notify Mobile Locker in writing within five (5) business days of discovering the damage or loss, with a description of the circumstances, evidence of contents and any police report.
    8. For festivals and events, this period starts at the end of the rental period or the end of the event, whichever is later.
    9. If you require urgent assistance with a locker, for example because it will not open, call the Mobile Locker hotline immediately on the hotline number defined under the info button on the terminal. Any unauthorised attempt to open, force or otherwise interfere with the locker without first contacting Mobile Locker may be deemed a waiver of any right to a refund or compensation for that incident. If you are a minor, Mobile Locker may also take this into account.
    10. Mobile Locker will pay agreed compensation within four weeks of final liability determination. If missing items are subsequently recovered, the user must return them and repay any received compensation.
    11. Nothing in these Terms limits or excludes liability that cannot lawfully be limited or excluded under mandatory applicable law, including liability for death or personal injury caused by Mobile Locker’s own negligence, fraud or fraudulent misrepresentation.
    7. Data protection and privacy
    1. Mobile Locker processes personal data in connection with the locker services in accordance with Regulation (EU) 2016/679 (GDPR), the Belgian Data Protection Act and its privacy policy. The privacy policy sets out the relevant data categories, legal bases, retention periods, user rights and contact details and is available at https://www.mobilelocker.eu/privacy-policy . By using a locker, you acknowledge that you have been informed of this processing.
    2. Mobile Locker may send you service-related communications by SMS, email, telephone or post in connection with your booking or use of the Locker System, including booking confirmations, access information, reminders, expiry notices, payment requests, incident notifications and information regarding uncollected items. Such communications are necessary for the performance and administration of the locker service and are not marketing communications.
    3. Locker-use-data recorded in the management system is decisive for determining facts relating to usage, without prejudice to evidence to the contrary. You may request this data from Mobile Locker, and it is retained in accordance with the privacy policy.
    8. Force majeure and complaints
    1. Mobile Locker will use reasonable efforts to keep the Locker System operational and available. However, temporary interruptions, restrictions or malfunctions may occur as a result of maintenance, repairs, technical issues, connectivity problems, power failures or other circumstances affecting the Locker System or third-party infrastructure on which it depends.
    2. Mobile Locker is not liable for failure or delay caused by circumstances beyond its reasonable control, including natural disasters, terrorism, pandemics, government measures, power failures, cyberattacks, event cancellations by the organiser, actions of third parties including theft, vandalism and break-in, or other genuinely unforeseeable events of force majeure.
    3. Where force majeure prevents you from using a reserved locker entirely, Mobile Locker will notify affected users as soon as reasonably practicable and offer an appropriate remedy, such as a refund, credit or alternative locker where available. Where force majeure only partially affects the service, Mobile Locker may offer a pro rata refund or equivalent remedy at its reasonable discretion.
    4. Complaints should first be submitted to Mobile Locker at help@mobilelocker.eu or by post to its registered office. Mobile Locker will acknowledge receipt within five (5) business days and aim to provide a substantive response within thirty (30) calendar days. If a complaint remains unresolved, you may refer it to a competent alternative dispute resolution body where applicable. (Consumentenombudsdienst, Koning Albert II-laan 8 bus 1, 1000 Brussel)
    9. Final provisions
    1. These Terms do not affect Mobile Locker’s right to rely on any other statutory, contractual or factual remedies available to it.
    2. If Mobile Locker does not immediately enforce any provision of these Terms, this does not constitute a waiver of that provision or of any other right. Any waiver is valid only if made expressly and in writing.
    3. You may not transfer your rights or obligations under a rental agreement to another person without Mobile Locker’s prior written consent. Mobile Locker may return stored items only to the person who rented the locker or to a person who can, to Mobile Locker’s reasonable satisfaction, demonstrate that they are authorized to receive the items. Mobile Locker may require reasonable proof of identity, booking confirmation, access credentials or written authorization before releasing any items.
    4. Nothing in these Terms limits statutory consumer rights under the mandatory law of your country of habitual residence or the country where the locker is located, whichever affords greater protection.
    5. The agreement between you and Mobile Locker is governed by Belgian law. Mandatory consumer protection provisions of the law of the country where you habitually reside always apply and cannot be excluded by any choice of law.
    6. Disputes shall be submitted to the competent courts of Antwerp, Belgium. Consumers may also bring a claim before the courts of their country of habitual residence where mandatory consumer law grants that right.
    7. If any provision of these Terms, or any part of a provision, is invalid or unenforceable, this does not affect the validity or enforceability of the remaining provisions. The invalid or unenforceable provision shall, to the extent possible, be replaced by a valid provision or interpretation that most closely reflects Mobile Locker’s original intention.
    8. Mobile Locker may amend these Terms where appropriate. The most recent version will be made available at the lockers or through the relevant online platform. Material changes will be communicated where required by applicable law.