FAQ

Kamera-Express Rental has 2 types of locations; shops and pick-up points.

Shops

In shops we have rental employees that have experience with the gear we rent. In these locations you can adjust your reserverings due to the available inventory on-site. In these shops we also have more available physical space to check the equipment. Every day, with the exception of sunday, we transport gear in and out of these locations, making it much more possible to book or adjust reservations within short notice.

Pick-Up Points

A Pick Up Point is a Pick up & Return location inside a Kamera Express store. Kamera Express employees issue the gear at a Pick Up Point. It has no own stock. Your reservation will need to be made longer in advance. Our booking system shows your options when you finalize your reservation on the website. Last minute changes to your reservations are not possible if you selected the Pick Up Point method.

The General Terms and Conditions apply to all our reservations. You can view them here: https://rental.kamera-express.be/en/general-terms-and-conditions-d4e9a5bb-7487-48b5-afa0-2514177055f4

We love to hear about your experience with us! That is why we regularly ask you to write a review. This helps us keep our service optimal! If you encountered an issue during your shooting day, please let us know by e-mail or telephone first and allow us to reach a satisfactory solution.

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Rental is inherently circular and sustainable. We strongly believe in the future of a share economy, where customers own less and less themselves and rent what they need. Our ex rentals are resold through Kamera Express for reuse. Click here to go to Kamera Express' “Pre-owned” page.

Sponsorship requests should be made at least 3 weeks prior to the start of the project and can be sent to marketing@budgetcam.nl.

We consider each sponsorship request individually and test it against certain criteria. For this, please contact our marketing department at the above e-mail address.

When you create an account online as a new customer, we would like some additional information, so we know who we are renting to. This process is usually fairly quick (1-3 hours), but in some cases (large reservations, for example), processing your first rental request can take up to 24 hours due to extra required information. The earlier we receive the additional information, the faster we can confirm your account and reservation.

Unfortunately, this isn't possible in stores. You can create an account and make your reservation online through our website. If you would like additional information, you can contact our planners: (+32) 78 70 01 07.

After making your first rental request our planners will send you an email with further instructions

Certainly. Our onboarding team will guide you through the required steps. It's possible you may need to pay a deposit for your reservation when you rent privately.

Onfido is the external platform we use to perform an identity check for all our new customers. This platform verifies the authenticity and validity of the uploaded document, allowing us to approve your new account more quickly.

After creating your account and entering your personal details, you will be redirected to the Onfido Identity Check. In just a few short steps, your identity will be verified so that we can confirm your order as quickly as possible.

The process works as follows:

• After adding all products to your shopping cart, selecting the desired rental period, and choosing any delivery and/or Limited Liability options, click on Reserve.Next, log in (or create an account) and fill in all your personal details as completely as possible.After clicking Next, you will be redirected to the Complete Order page, where the Onfido check takes place.
• Do not close the Onfido window before the full verification is completed. Closing it prematurely will result in a failed check. If the check is accidentally closed, please contact our customer service.
• Before starting the Onfido check, make sure you have a valid identification document (ID card, passport, or driver’s license) of the person registered as the primary user of the account.
• Ensure that you can take a selfie of the person shown on the ID. If the person in the selfie does not match the ID, the check will be rejected.
• Click Start Verification and enter the requested details.
• Select the type of document you want to use for the identity check.
• Click Continue on phone to generate a QR code that allows you to proceed on your phone to take the required photos of the ID and the selfie.
• Alternatively, you can upload a photo of the front and back of the ID (not a copy or scan!) and a stored selfie via the link below the button.
• Once all steps have been completed on the phone or in the browser, you will see a confirmation screen indicating that the upload was successful. In the browser where you started the check, you will see that the request has been submitted.
• Now, you can safely close the screen, and we will process and confirm your request as soon as possible. Our customer service may contact you for additional information if necessary.

Onfido is a market leader in identity verification, used worldwide by banks, government agencies, and other major companies that handle personal data.

Privacy protection is one of the key advantages of using Onfido. Their processing fully complies with current GDPR and European privacy regulations and holds all certifications related to digital data processing and security.

For more information, visit: https://onfido.com/company/certifications/

Sometimes, a step in the Onfido process may not work. Below, we go through the most common issues and possible solutions. If you are still unable to complete the Onfido check, please contact our customer service.

I don’t see my identity document listed as an option?

For certain nationalities, we can only accept a limited number of options for the identity check. Try using one of the available options, or contact our customer service.

My camera stays black while scanning via phone?

In this case, your mobile browser might not have permission to access the camera. Check your phone settings (usually under Privacy -> Camera) to ensure that camera access is enabled.

Alternatively, you can enable permissions directly in your mobile browser:

• Apple: In Safari, tap aA in the URL bar (left side) → Website Settings → Camera → Allow
• Android: In Chrome, tap the three dots (top right) → Settings → Under Advanced, go to Site settings → Camera → Enable camera access for websites.

I don’t have access to the required documents right now. Can I complete the check later?

Yes, you can! However, please contact our customer service so they can send you a link to resume the check. Keep in mind that if the check has already been completed with the wrong documents, it cannot be resumed. In this case, a manual verification may be necessary, which could take longer.

The Onfido check doesn’t start on my phone?

This may be because your browser settings are blocking pop-ups and redirects. To fix this, follow these steps:

• Safari: In your phone settings, scroll down and tap Safari → Under General, toggle off Block Pop-ups. You can re-enable this setting after completing the Onfido check.
• Chrome: Tap the three dots (top right) → Settings → Under Advanced, go to Site settings → Pop-ups and redirects → Enable the setting. You can disable it again after completing the Onfido check.

A rental day is calculated per 24-hour period or a full shooting day. For a rental period of 24 hours, you can select a pickup time and simply return the equipment one of our locations 24 hours later. Does your shooting day last from early in the morning until late at night? You can pick up the equipment on the day before your shooting day from 16:00. You can return it the day after your shooting day before 11:00. The timeblocks we use are shown when placing a reservation.

Certainly! Please contact us by phone or email before your rental period is over so we can see if it's possible to extend your reservation. If the equipment has not yet been booked for an other customer, you can use your reservation for a longer period of time without issues. If the equipment (or part of it) has been reserved for another customer, you will have to return your reservation at the originally planned timeslot. Of course, we will gladly help you with finding an alternative to finish your shoot. Extension costs must be paid in-store when returning the reservation or through the payment link.

If for any reason you should not need the reserved equipment anymore, you can cancel your reservation without cost up to 24 hours before the start of your rental period. If you cancel within this 24-hour period, we will bill 75% of the daily rental price of your reservation as cancellation costs.

Unfortunately, this isn't possible. The best thing to do in this case is make separate reservations for the different rental periods.

Unfortunately, this is not possible. You can place new reservations via the website or via our planners. You also need to create an account to rent equipment. This can only be done via the website. Therefore, it is unfortunately not possible to place new orders in the shop.

Certainly. When you pick up your reservation, we will give you a packing slip with all the serial numbers of the equipment you have rented. This may be requested at customs, so make sure you take it with you when you travel abroad. By the way, we always love getting a photo of our equipment abroad for our instagram page! https://www.instagram.com/kameraexpressrental_be/

Due to the large amount of equipment we rent out, it is unfortunately not possible to arrange a carnet for every item in our range. Of course, we can provide you in advance with the serial numbers of the equipment you will be taking with you, if they are already known to us. Please indicate this when placing your reservation, so we can take this into account in the planning.

We are continuously working to expand our product range, so please let us know if you would like to rent something that you cannot find on our website! If the product is interesting to us, we are happy to include it in our range and we will make sure you can use it for your shoot.

We are happy to help you find the right equipment for your project. You can call or email us for this.

If you ordered the wrong product or cannot handle the rented camera, unfortunately we cannot give you a refund. If you are not satisfied with the rented equipment, please contact us immediately and we will be happy to help find a suitable solution.

High-end equipment and large orders sometimes require additional information, even if you are already an existing customer. Should this be the case, we will contact you as soon as possible.

It is always best to place your order as early as possible. The earlier you reserve, the more likely requested products will be available. Our website does not show live inventory status, so an early reservation is the best way to avoid disappointment. While it is possible to order on the day, we cannot guarantee that the specific products requested will be in stock. In such case, we will do our best to find a suitable alternative.

𝐍𝐨𝐭𝐞: Reservations at a Pick-up Point must be made at least 24 hours in advance.

If your reservation is confirmed then it will be ready from the time you reserved the equipment with us. In some cases, however, your reservation could be available earlier. You will then automatically receive an e-mail from us informing you that everything is ready. You can then come and pick up your equipment at no extra cost.

There is a QR code in the confirmation e-mail that allows you to pick up your reservation directly in the shop. If you don't have this with you, please tell us your reservation number or your account name.

To verify that we give a reservation to the right person, we sometimes ask for a valid ID, for example when you come to rent for the first time.

Yes indeed! When placing your reservation, please indicate who will pick it up for you and make sure the person picking it up brings proof of identity and, for convenience, the reservation's QR code.

Although we check the equipment carefully and give it to you tiptop, we do not check reservations for compatibility by default and we sometimes overlook something. So always check carefully that you get everything complete from us.

Minor adjustments to your reservation are often no problem. Of course, we do depend on the availability of equipment at the pick-up location. Please note that only Shops have their own stock. So at Pick-Up-Points we unfortunately cannot add products to your reservation.

When you rent a camera from us, you can start using it right away! So everything comes in a good bag, including charged batteries, memory card, card reader/USB cable, and a charger. On the product page of each product, you will see a full list of accessories included. If you need specific accessories that are not included as standard (e.g. a neckstrap), please indicate this when placing your reservation and we will do our best to arrange this for you!

As standard, we do not provide physical manuals with our equipment. For almost all products we rent, you can download the manual directly from our website. Should you have a brief question about the operation of the equipment while you are running, please get in touch on (+32) 78 70 01 07, we are ready to answer your questions.

Please keep to the confirmed time slots. This is because we need time to check the equipment thoroughly and make it ready for the next renter.

Yes, if you return the reservation outside the agreed rental period without consulting us we will charge an extra rental day(s).

You certainly can. You can specify when placing your reservation where you want to return the equipment. This does not have to match the location where you pick up the reservation. Would you like to change the return location after picking up your reservation? If so, please contact our planning department to look into the possibilities.

No, unfortunately this is not possible. You can only pick up and return your reservation during our opening hours.

If your shoot goes quicker than you expected, it is no problem at all to return your reservation earlier.

Your tripod plate is still under the camera, or your own memory card is still in the camera... it happens. Please contact our customer service as soon as possible, and we will do our best to set everything aside for you. However, we are not responsible for any loss of your own equipment; we do our best to intercept everything, but small parts can slip through. We keep the items for one month.

Memory cards are formatted when the equipment is checked afterwards. We do this for your privacy. If you have not made a backup, please contact us as soon as possible, we may not have erased the memory cards yet. We unfortunately have no way to recover lost data.

You can pay online with us via Sofort, Bancontact or credit card as soon as you receive your booking confirmation. Would you rather pay in-store? No problem! You can pay via PIN and credit card in all our stores. Unfortunately, it is not possible to pay cash in store.

Unfortunately, we are sometimes forced to charge a deposit because we rent out valuable equipment. To determine a reasonable deposit amount as accurately as possible, we ask for additional details about: your project, relevant work experience or client. The deposit is also linked to the value of the equipment you rent.

After returning all items at 1 of our locations, it may take up to 6 working days for the deposit to be credited to your account.

Please note: should damage and/or loss be detected within 3 days of return, the deposit may be (temporarily) retained.

Yes. If you return later than the end time agreed with us without consultation, we will charge an extra rental day. Also, if the rental period is exceeded, we will charge the applicable additional rental fee. In the event that Budgetcam has to incur courier costs because the Customer returns Equipment late, these 'may' be charged.

For government bodies and large media companies, it is possible to rent on invoice. A request for renting on account should be submitted to us by e-mail at least 7 days before the start of your rental period. If account rental is approved, you will be notified in writing.

If Sunday falls in the middle of your rental period, we count it as a rental day. If your rental period starts or ends at a location where we are closed on Sunday, we do not count that Sunday.

Yes, there is a student discount of 20%. This discount is valid for as long as the duration of a college card. So make sure you forward your college cards every year so that you can continue to benefit from the student discount. If no end date is indicated on your college cards, we may ask you for proof of the date of enrolment.

Yes, there is a 50% discount on follow-up days. So the first rental day you pay 100% and every follow-up day after that is 50% discount. For longer rental periods, you get an even higher discount. The website automatically calculates this graduated discount when you indicate your rental period.

Yes you can. If you want to rent equipment for a longer period (more than 1 month), request a quote via e-mail. Please send an e-mail to rental@kamera-express.be. Clearly state the equipment and period, and we will send you a quote as soon as possible.

Our quotes are valid for 14 days, after that no rights can be derived from them.

User-marks and wear-and-tear on the equipment isn't marked as damage by us. If there are scratches and/or damage on the equipment that are the result of unsecure use, this will be marked as damage and the following costs for repairs or replacements will be billed to you. The equipment must be returned in the same state as it was while picking up the reservation. If the equipment gets dirty during your rental period, additional cleaning costs will be billed.

Contact us directly. We always check all equipment carefully before we rent it out, but very occasionally we do overlook something. We advise you to always check your equipment when you pick it up. If you find this out during your shoot, please contact us immediately so we can help you find a suitable solution.

Please contact us immediately. Depending on your situation, we can arrange replacement equipment for you. In other cases, it is more practical if you come directly to our shop. Once the equipment is returned to us, we will have a damage report drawn up. You will be charged the full cost of the repair. If you have opted for limited liability before the start of your rental period, you will be charged a maximum of 20% of the repair or replacement costs.

Our limited liability option is not insurance. By choosing this service, you limit your financial liability for damage to your rented equipment to 20% of the damage amount plus a €150 deductible excluding VAT. You pay a premium for this of 7% of the total rental amount excluding discount.

Almost all accidental damage to equipment is covered under our optional limited liability. The service applies to events in Europe only.

Loss, theft and water damage are not covered. When careless use occurs, even if you use our limited liability, you remain fully liable for the damage.

Yes of course! With our Delivery Service your reservation will be delivered to or picked up from an address of your choice. We deliver throughout Belgium.

Please note that our courier can only deliver or pick up the equipment to/from a point accessible by car.

The cost of delivering or picking up your reservation depends on two factors:

- The delivery/pickup address;
- How far in advance you make your reservation with us.

The cost of the delivery service (one way) is between €86 and €160. For the exact cost, please contact us. 

The delivery service is available Monday through Friday.

To use the Delivery Service your reservation must be made at least 24 hours before the delivery time. For reservations that need to be delivered within 24 hours, please contact us by phone and we'll see what's possible.

Follow the next steps to add Delivery Service to your reservation:

1. In your shopping cart, choose the option 'have order delivered'.
2. Choose as pick-up and return location the branch that is closest to the delivery your pick-up address. (Our staff might modify this later, but this won't affect your order.)
3. Choose a time period for pickup and return.
   - The courier always delivers the order before the end of the chosen pickup block.
   - The courier always picks up the order at the beginning of the chosen return block.
4. Press reserve and in the next screen, enter the following information under 'Note':
   - The delivery or pickup address
   - A phone number our courier can reach you on

No, you can only pay for your reservation in advance online. You can use the payment link in the email you receive to confirm your reservation.

To ensure our equipment always arrives or is picked up at the correct location, a handover with the courier must always be done in person. The courier will ask for a signature for reception or delivery of the equipment at this time.

Yes, you can extend your reservation up to 24 hours before the agreed pick-up time. With the exception of the additional rental fee, there are no additional charges for this.

In exceptional cases it is also possible to extend your reservation within 24 hours of the agreed pickup time. In this case, however, additional costs may be charged, as changes have to be made in the courier's schedule.

If you have a complaint about one of our products or services, you can contact us through rental@kamera-express.be

We try to process complaints within 14 days of it being submitted. In busier periods this could take somewhat longer, so feel free to call us if you have not received a response from us.