Frequently Asked Questions
Welcome to Secure Lockers. Below you will find answers to the most common questions about our lockers, payments and service.
1. About the Lockers
• How does the locker system work?
Scan the QR code at the lockers with your phone to open the online portal.
Select a locker size, complete the payment and you will immediately receive digital access to your locker via your phone.
You can then operate your locker easily via your phone.
• How do I access my locker?
You can access your locker via the link sent to your email or through the portal if your browser session is still active. Access is tied to your registered email address and a completed payment
• How do I pay?
All payments are processed digitally via debit card, credit card, or mobile payment.
Cash payments are not possible.
• How long can I rent a locker?
Each locker is rented for a fixed period of 24 hours.
You may empty the locker earlier if you wish.
Ending the rental early does not result in a refund.
• Can I extend my rental period?
At this moment, it is not possible to extend an active rental.
If the locker is emptied before the end of the 24-hour period, it becomes available for a new rental.
• What if I didn’t receive my confirmation or can’t access my locker?
No worries, you can access your locker via the link in your confirmation email.
If you no longer have access to this email, please contact customer service.
To protect your security, we can only assist via the email address used during booking.
• Are my belongings insured?
The lockers are secure and monitored, but the contents are not automatically insured.
Please check with your personal insurance provider whether your items are covered.
2. Rental Period & Exceeding the Time Limit
• What happens if I don’t empty the locker on time?
If the locker is not emptied within the 24-hour rental period, access will be restricted.
The locker can only be accessed again after payment of additional charges.
From the moment the rental period expires, a new 24-hour rental period starts automatically.
If the locker remains occupied, Secure Lockers may remove and store the items after a certain period.
Additional administrative and storage fees will apply.
Please contact customer service to arrange retrieval of your items.
3. Malfunctions & Safety
• The locker won’t open or isn’t working properly. What should I do?
First try accessing the locker again via the online portal on your phone.
If the issue continues, please contact our customer service.
We aim to resolve technical issues within one business day.
• What if someone else claims that my locker is theirs?
Don’t worry, each locker is linked to the email address and payment used during booking.
Only the original renter can receive support.
This ensures your belongings remain protected from misuse.
• Can someone else access my locker?
No. Locker access is secured via your personal online session
and is valid only for the duration of your rental period.
We recommend not sharing your access link with others.
• What happens in case of misuse or suspicious behaviour?
If misuse, illegal activity, or a security risk is suspected, Secure Lockers may temporarily block or access the locker in accordance with the Terms & Conditions.
This is done to protect users, property, and the proper operation of the lockers.
4. Location & Accessibility
• Where are the lockers located?
Our lockers are located in Hoog Catharijne on the first floor in the Gildenkwartier area,
against the wall between the lift and Amazing Oriental.
• When are the lockers available?
The lockers are accessible daily during the shopping centre’s opening hours.
• Is the location secure?
Yes. The lockers are located within the monitored area of Hoog Catharijne,
equipped with surveillance cameras and security personnel.
5. Customer Service
• Who can I contact if I have an issue or question?
Call us at 085-0432426 or send a mail to info@secure-lockers.com
• How quickly are malfunctions resolved?
We aim to resolve technical issues within one business day.
• How do I receive an invoice or payment receipt?
After payment, you automatically receive a confirmation email with your receipt.
Didn’t receive it? Please contact us at info@secure-lockers.com.
6. Privacy & Data
• How do you handle my personal data?
We process personal data in accordance with applicable data protection laws.
Data is used solely for payment processing, locker access, and customer support.
For more information, please refer to our Privacy Policy.
• Who has access to my locker?
Only the person who made the booking has access, via the provided email and payment.
In exceptional cases (such as technical issues, safety concerns, or exceeding the rental period), Secure Lockers may gain access in accordance with the Terms & Conditions.
• Are the lockers inspected?
Yes, our lockers are regularly checked for safety, functionality and cleanliness.
7. About Us
• Who is behind this service?
Secure Lockers is an independent Dutch company providing smart locker solutions in various locations.
• Are you part of Hoog Catharijne?
No, we operate independently.
However, we work closely with Hoog Catharijne for safety and service coordination.
• I want lockers at my location - how do I get in touch?
Email us at info@secure-lockers.com or call 085-0432426.
We’re happy to discuss the possibilities.
Still have a question?
Email us at info@secure-lockers.com or call 085-0432426.
We’re here to help.