Frequently asked questions

The Dockx App enables you to quickly and easily hire a utility car from one of our 19 Dockx Service Shops, from one of our partners or at an unattended location, without the need to involve one of our employees. The Dockx App makes it possible to reserve and collect a commercial vehicle outside of our opening hours (in the evening, at night or on Sundays). 

The Dockx App uses set locations. Your vehicle can be collected from the car park at one of our Dockx Service Shops, from one of our partners or at an unattended location and must be returned to the same location at the end of the rental period. 

The app currently only allows you to rent vans. The minimum rental period is four hours (half a day) and the maximum period is three months. When renting a vehicle from one of our partners, you also have the option to rent on an hourly basis.

1. Download the free app from the App Store or Google Play Store. 
2. Registration is quick and easy. Simply enter your personal details, driving licence and ID card. 
3. Reserve your vehicle. Select the required date, location and vehicle. 
4. Stay on top of all information. Avoid any nasty surprises thanks to our transparent rates. 
5. Rent worry-free. Accurately perform the damage check and start your rental worry-free. 
6. After the rental, refuel the vehicle and leave it in a clean state to avoid additional costs.
7. Arrange payment. Let us have your account details so we can refund any outstanding deposit amounts or pay the outstanding amount straight from the app. 
8. Receive your invoice as soon as you’ve made your reservation. 

Everyone over the age of 21 with a valid driving licence and a Belgian mobile number can use the app. Your smartphone will act as your key to open the vehicle. As such, your reservation will only work on your own smartphone. 

Registration via the app could not be easier. To create an account, simply enter your personal details, driving licence and ID card details. Make sure you have these documents to hand before you start. Complete your registration by agreeing to the statement of truth and general terms and conditions, and you’re all set to rent your first vehicle via the app.

I’m unable to register, what do I need to do?

If something goes wrong with your registration, contact your nearest Dockx Service Shop, call us on +32 3 830 88 88 or send an e-mail to app@dockx-rental.be. We’re here to help. 

I’ve created an account but I’m unable to log in, what do I need to do?

You can log in with your e-mail address or customer number. If you have forgotten your e-mail address, you can log in with your customer number and vice-versa. If you have forgotten both options, contact your Dockx Service Shop or send an e-mail to app@dockx-rental.be. 

If you have forgotten your password, click the ‘Forgot password?’ link. Enter your e-mail address and we will send an e-mail within a few minutes that can be used to create a new password. 

My driving licence has expired, what do I need to do? 

It is not possible to register using an expired driving licence. You can proceed with your registration as soon as you have received a new, valid driving licence. 

If you have already registered and your driving licence has expired since, send a photo of the front and rear of your new driving licence to app@dockx-rental.be and we will update your profile. 

Please note: it is your responsibility to notify us of any changes to your customer profile. In certain cases, if we do not hold the correct details, we will not be able to charge for extra costs if there are any problems with your account or rental.  

My driving licence or ID card has been stolen, what do I need to do? 

It is not possible to register if you do not have a driving licence or ID card. Documents issued by the police cannot be accepted. You can proceed with your registration as soon as you have received your new official documents. 

The rental price includes:

• Civil liability insurance
• Free mileage depending on the rental period.
• 24/7 assistance and, depending on the situation, breakdown assistance within Europe.
• Assistance, towing service and limited breakdown assistance. Breakdown assistance is only included if a technical fault occurs to the vehicle. For faults caused by the renter, a supplement will be charged for roadside assistance, depending on the location and time of the roadside assistance. 

Not included in the rental price: 

• Fuel: you will always set off with a full tank of fuel (a fuel card is only present in the vehicle for the hourly rental module) and you must always return the vehicle with a full tank of fuel. If you fail to do so, the price to fill the tank will be added to your final invoice. 
• Additional insurance chosen by the renter.
• Deposit: the amount is based on the duration of the contract and differs per vehicle type.
• Any extra costs for cleaning the vehicle. This cost will only be charged if you return the vehicle in a poor state or if you smoked in the vehicle. 

How can I pay? 

You can pay using a debit or credit card. When you make your reservation, you have the option to only pay the rental price, in which case we will charge a deposit when you pick up the vehicle, or to only pay the deposit. In case of the latter, no extra charges will be due when you pick up the vehicle. 

Do I need to pay a deposit?

A deposit must be paid for every rental. The amount of the deposit depends on the length of the rental contract and the type of vehicle. 

In exceptional situations, the deposit can be waived. This is only possible if the renter has a valid VAT number and following permission from Dockx Rental. 

When is payment due?

You will receive your invoice as soon as you drop off the vehicle. Any excess amount paid (the deposit) will be refunded to the account number you provided within five working days after your invoice is issued.  

Your invoice will be sent to your e-mail address when you return the vehicle. You can also view your invoices at any time under ‘My reservations’ in the Dockx App or via ‘My Account’ on the Dockx Rental website. 

You can pick up the vehicle in the car park of one of our 15 Dockx Service Shops, at one of our partners or at an unattended location. Simply view our pick-up point here and pick up your vehicle from the location closest to you. 

The Dockx App uses set locations. The vehicle must be returned to the pick-up point at the end of the rental. 

The shared key allows several people to pick up and drive the rented van. The shared digital key ensures smooth cooperation without complicated logistics.

How does the shared key work?

1. Add drivers to your business account: In the app, under 'Driver overview', you can add different drivers to your business account. This allows you to easily assign a driver from this list when making a reservation.
   If the driver himself does not yet have an account, he will receive an invitation via e-mail to create his own account in the app. This private account will then be linked to the business account.
    
2. Make your reservation: Reserve a vehicle via the Dockx Rental app.
    
3. Choose drivers for your reservation: During the reservation process, you can choose an already linked driver from the list or invite a new driver. This driver will then be added to the reservation.
    
4. Set off carefree with your vehicle: The added drivers can each use their private account to pick up the vehicle (with the digital key), drive the vehicle and return it.

It is not (yet) possible to return the vehicle to a different location using the Dockx App. The vehicle must be picked up and dropped off at the location you’ve selected.  

If the location you wanted to pick up your vehicle from is open, simply speak to one of our staff. They’ll be happy to assist you straightaway. 

If the location you wanted to pick up your vehicle from is closed, call us on +32 3 830 88 88 or send an e-mail to app@dockx-rental.be and we’ll find a solution together. 

Before starting your rental, you must check for any damage already present to the interior and exterior by taking a photograph of each side of the vehicle. This damage registration process is integrated into our app. Only photos taken via the app are accepted as valid proof. If you spot any additional damage, register it via a photo within our app. 

If the damage is too great and you do not want to use the vehicle, cancel the rental by clicking the ‘Cancel rental’ button and following the instructions. Alternatively, you can contact us on +32 3 830 88 88 or send an e-mail to app@dockx-rental.be. 

If you’ve caused or spotted new damage during the rental, you can register it at any time during your rental by using the ‘Noticed damage’ button. Take the time to perform the following steps accurately: 

• Check the damage already present on the basis of the four pictures you took at the start of your rental via the app 
• Register any new damage to exterior and/or interior in the app.
• If necessary, correctly fill in the European accident statement present in the vehicle. We recommended having an official report drawn up by the police.
• The final invoice for the new damage registered during or at the end of the rental is only issued after the necessary checks have been performed by our staff. 

You can simply lock and unlock the vehicle using your smartphone. To do so, click the ‘Lock vehicle’ and ‘Unlock vehicle’ buttons on the screen for your current rental. 

Do I need a key?

• Is the vehicle equipped with a start/stop button? You do not need a key. Simply press the start/stop button to start your trip. 
• If the vehicle is not equipped with a start/stop button, you can find the key in the glove compartment. Don't forget to put the key back in the glove compartment after your rental. 

You always need to make sure that the vehicle is returned in a clean condition at the end of your rental. Please also refuel the vehicle to avoid any extra costs. We recommend that you check for damage when you return your vehicle to avoid any issues afterwards. 

Feel free to travel anywhere in Europe in your rented vehicle. Before leaving, be sure to check the traffic rules, environmental legislation, and other local traffic information. When you rent a vehicle, we are always happy to offer advice for worry-free driving in Europe. For more information, you can also visit the VAB website.

If you plan to drive abroad, we recommend that you take out additional travel assistance insurance. Without travel assistance insurance there is no repatriation of the vehicle, the driver or other passengers in the event of a breakdown or accident. Dockx Rental only provides repatriation of the vehicle if it must be left behind for repairs in the event of a mechanical problem that falls under the liability of Dockx Rental. In the event of a breakdown or accident, Dockx provides telephone assistance 24 hours per day, 7 days per week.

Dockx rental vehicles can be used in the following countries: Andorra, Austria, Belgium, Bosnia-Herzegovina, Croatia, Czech Republic, Denmark, Germany, Estonia, Finland, France, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Montenegro, the Netherlands, North Macedonia, Norway, Poland, Portugal, Serbia, Slovakia, Slovenia, Spain, the United Kingdom, Sweden and Switzerland.

Unfortunately, you cannot do this via the app. If you’d like to obtain packaging materials or moving equipment before you rent your vehicle, you can order online via www.dockx-boxes.be. Orders placed before 13:00 will be delivered the next working day. 

Traffic fines

Traffic fines (police fines) are governed by criminal law. If you break a traffic law, then you, as the driver, will also be fully responsible for the fine. As the driver, you will be required to pay this fine yourself.

If you break a traffic law in Belgium or abroad then you, as the driver, will be required to pay the fine yourself. We recommend that you pay the fine within the specified period. The longer you wait, the higher the costs will become. As a final resort, a bailiff will be called in.

Parking fines

Parking fines (retributions) are governed by local legislation. As the driver, you will be required to pay this fine yourself. We recommend that you pay the fine on time in order to avoid additional costs.

Procedure for parking fines:

• If you’ve received a parking fine on the windscreen of your vehicle or in the post, please pay the amount owed by the deadline indicated. All information concerning payment can be found on the ticket.
• What happens if you do not pay this fine on time? Dockx will receive the first reminder (± €30). This will be transferred and charged to you, as the customer. If you fail to pay this on time, it will be followed by a second reminder (± €45) and possibly a third reminder (± €45 + costs of registered mail). If the third reminder is not paid on time, a bailiff will be called in. The costs will then become very high.

If you disagree with the parking fine, you can submit a notice of objection to the relevant municipality. To do so, consult the ‘retribution rules’ of the municipality where your parking ticket was issued. Please keep us informed in this case. Dockx will always immediately pass any amounts to be paid to the client, regardless of the status of the dispute application.

Please make sure you have the contract you’ve received via e-mail and the vehicle documents to hand during any police checks. 

On simple request, you can delete your account.

Delete your account via the app

• Open the Dockx Rental app and log in with your account details.
• In the top right corner, select the menu and choose 'My Account'.
• Select 'Delete Account'.
• Confirm the deletion of your account.
• Your account will be deleted, and all your private data will be anonymized.

Alternatively, you can request account deletion via gdpr@dockx.be. Be sure to include your email address or customer number.

Legal requirements

Dockx Rental, as a car rental company, is bound by legal requirements for the identification of drivers. Therefore, it is only possible to delete your account 6 months after your last rental. If your last rental was less than 6 months ago, your account will be automatically deleted once this period has passed. You do not need to make a new request.

For questions or comments, you can always contact app@dockx.be.