FAQs

Accounts & Joining

How do I join?

Join today in just a few minutes by completing our online application form. The Clubhouse team will then call you to finalise your application.

Who can join?
  • In order to join Enterprise Car Club you must be 19 or over
  • You must have had your full driving licence for 1 year if under the age of 22. If you’re over 22, you can join as soon as you have a full licence!
  • There are no upper age limits
I have a non-UK driving licence, can I still join?

Absolutely. We can accept any nationality of driving licence for the duration that they are valid in the UK.

I have some driving offenses, can I still join?

Yes, as long as your driving licence is valid in the UK and you meet our other requirements, you are welcome to join Enterprise Car Club.

What if I am a member of another car club?

We would be more than happy to have you! We actually offer £1 membership for the first year if you are coming from another car club. To ensure you get your £1 membership enter code COMP600 when prompted on our online application form. All we ask is that you provide proof of your other membership, for example a recent invoice.

Please be aware that this offer is not applicable if you are joining our ‘Under 22’ membership plan. For more information call our Clubhouse team on 0345 266 9290.

I’m a disabled driver, can I still join?

Absolutely – just as long as you have a current, valid driving licence. Please contact our Clubhouse team on 0345 266 9290 if you have any further questions.

Can I add a partner to my account?

Yes, you can add a partner to your account for just £30 per year. They will be issued with their own membership card. Please note that you must both reside at the same address and that any usage/fees relating to either yourself or your partner’s reservations will be debited from the same payment source.

How do I cancel my membership?

If for some reason you believe that Enterprise Car Club isn’t right for you, cancelling your membership is easy. Simply email us at membership@enterprisecarclub.co.uk or call the Clubhouse team on 0345 266 9290.

I am a young driver can I use Enterprise Car Club?

Yes, if you are between the ages of 19 and 21 and have held your full licence for a minimum of 1 year, you can become a member on our ‘Under 22‘ membership plan. On the Under 22 plan, you can use any of our small and medium vehicles from 5am to 10pm.

Vehicle Locations

There isn’t a car or van near me – can I request one?

We’re always expanding our network of vehicles so do keep checking our website for the latest updates. To let us know that you would like a vehicle near you please email our locations team at locations@enterprisecarclub.co.uk.

Will I have access to all of your vehicles across the UK?

Of course, this is a major benefit of being a member of Enterprise Car Club as we have the largest network of club vehicles across 19 cities. Members can access vehicles in any city in which we operate. Off on business? Travelling to see family and friends? Reserve your Enterprise Car Club vehicle online and pick it up at your destination.

What types of vehicle are available?

Members have a wide range of vehicles to choose from – small city cars, medium hatchbacks, larger estate vehicles, electric vehicles, passenger friendly seven seat cars, easy to park small vans and larger vans. Members on our Under 22 plan have access to small and medium category vehicles only.

Pricing and Insurance

How much does Under 22 membership cost?

Our ‘Under 22’ membership plan is £6 a month (no one off annual membership fee) with a minimum 12 month contract. Our rates are slightly different with younger drivers – standard hourly rates increase by £1 and daily rates are not applicable.

How does the pricing work?

You pay a simple hourly/daily rate for the time you reserve the vehicle plus a mileage charge. We’ll take care of the breakdown cover, insurance, MOT’s, servicing, cleaning etc leaving you to just enjoy the drive. The estimated cost of your trip (less any mileage charges) will be displayed before you confirm each reservation.

How is mileage calculated?

The in-car computers calculate exactly how many miles have been driven during your reservation so we can charge you accurately for your trip.

How do I work out my mileage?

The on-board computers calculate exactly how many miles have been driven during the reservation so we can charge your account accordingly.

How do I pay you?

Payments will be taken from your card the morning after your reservation ends via Continuous Payment Authorisation. You can keep track of all your reservations, payments and invoices online by clicking ‘Account’ after logging in. Keeping control of your transport budget has never been easier. We will always give you at least 14 days’ notice of any other charges to be applied to your account such as parking tickets, Congestion Charges or excess payments.

Existing members if you would like to move to our daily payment system please contact us by email or calling 0345 266 9290.

Fuel costs – do I pay this?

No, we pay for your fuel. There is a handy little fuel card slotted in to PIN pad found in the glovebox - if you need to refuel, simply use this to pay at the station counter. We ask that you always keep the tank over a quarter full.

What happens when I need to fill the vehicle with fuel?

All of our vehicles are equipped with a fuel card (you’ll find it tucked into the PIN pad in the glovebox). Simply fill up the vehicle as normal (check whether the vehicle takes petrol or diesel) and hand the fuel card over to the cashier along with the current mileage of the vehicle.

We ask our members to return the vehicles with at least a quarter tank of fuel for the convenience of the next member.

What is Continuous Payment Authorisation (CPA)?

Continuous Payment Authority transactions are a form of regular payment. When you provide Enterprise Car Club with your card details you in turn are authorising us to take payments for using our service via our daily payment system.

How do I track my payments?

It’s easy to keep track of your account by simply logging in and viewing your ‘Account’ area online.

London Congestion charging – do I have to pay this?

Unfortunately, car club vehicles are not yet exempt from the Congestion Charge in London – but we are working on it!

If the Enterprise Car Club vehicle lives outside the Congestion zone but still within London and you drive into the zone, we will pay the charge and add the cost onto your account at the normal rate of £11.50 (unless the car is sub-100g CO2 as mentioned above).

All London vehicles that are exempt from the congestion charge can be identified by a red Congestion Charge exempt symbol on our locations page. Don’t forget, the Congestion Charge is only applicable Monday to Friday between 07:00 and 18:00.

If you enter the charging zone in a vehicle from one of cities outside London (including all cars with emissions of under 100g CO2), you are required to pay the charge directly yourself, as non-London cars are not registered with Transport for London. Failure to do so will incur additional penalties levied by TfL for late payment and an administration charge of £30.

Insurance – is this included?

Yes, all our vehicles are insured for our members to drive. Third party and passenger liability cover is in place. A damage waiver excess of £750 applies if you do have a bump, but you’ll only have to pay this if the accident is deemed to be your fault or a third party can’t be traced.

If the repair cost is less than the applicable excess, you’ll only need to pay that amount.

If you are over 22 you can choose to reduce your excess to just £100, simply enter your member ID on this form or by calling the Clubhouse team on 0345 266 9290.

How does insurance work?

All our vehicles are insured for our members to drive. A damage waiver excess of £750 applies which cannot be lowered.

What happens if I have an accident?

Hopefully you will never have a bump but if you do, you only have to pay the damage waiver excess if the accident is deemed to be your fault (or a third party cannot be traced).If the repair cost is less than the applicable excess, you’ll only need to pay that amount .

If you have an accident, refer to the in car handbook for information on what to do at the scene. If in doubt – the Clubhouse team are available on 0345 266 9290.

Driving

Do I have to bring the vehicle back to the same location that I picked it up from?

Yes, at the end of your reservation you must return the vehicle to the same bay that you picked it up from.

What happens if the bay I need to return the vehicle to is blocked?

If you return from your journey and the bay is blocked by another vehicle please call the Clubhouse for instructions on where you can legally park nearby. Once you’ve parked the vehicle we will then report the offending vehicle to Parking Services and arrange for our vehicle to be moved back into the bay.

Where can I park during my reservation?

During your reservation you are responsible for parking the vehicle legally and safely, as you would your own. Any parking fees/fines are your responsibility and need to be paid directly by yourself. You cannot park in other car club bays or leave your own vehicle in a car club bay whilst on your reservation (civil enforcement officers will think you’re blocking the bay and will decorate your vehicle with an unattractive yellow ticket – no one wants that).

What if I’m running a bit late?

Don’t worry; this happens to us all, which is why we make it as easy as possible to extend your reservation.

You can extend your reservation from within the vehicles themselves by 15 minute increments. To do so simply press menu on the PIN pad in the glovebox and follow the instructions on screen. If you have a smartphone you can also extend your reservation via our mobile reservation site.

If in doubt, please call the clubhouse team (for free from the PIN pad) to prevent any other members being inconvenienced. If members are late and do not let us know they’ll be charged a £30 late fee plus 20p per minute for the duration over their original reservation. Additionally, any costs accrued by any member who is kept waiting may be passed on.

How do I get into the vehicle, don’t I need a key?

Members access our vehicles with a membership card that carries similar technology to a contactless bank card. Placed over the card reader on the windscreen during a reservation the vehicle will unlock.

Alternatively you can use the unlock feature on our iPhone app. Once inside members tap their PIN into the PIN pad in the glovebox, grab the keys and go.

What should I do if I have an accident?

You must report any traffic accident involving personal injury, loss, damage, or theft to the police immediately and to Enterprise Car Club (on 0345 266 9290) as soon as practically possible.

The police reference number allocated must be provided. You must not admit liability or guilt in the event of an accident or promise to pay any third party or attempt any repair.

Do your vehicles have breakdown cover?

 As our vehicles are all new, reliable and serviced on a regular basis, a breakdown is unlikely. However all cars and vans are covered for breakdown and recovery assistance. In the event of a breakdown please call our 24/7 Clubhouse line on 0345 266 9290.

Please note – dependent upon the circumstances you may be liable for any costs incurred ie misfuelling a petrol vehicle with diesel.

Booking & Reservations

Will a vehicle be available when I need it?

This is extremely important to us – our latest survey shows that our member’s first choice of vehicle was available in more than 80% of cases.

In addition to this, our on-going survey shows that on the rare occasion that our members’ first choice of vehicle isn’t available, 99% of members are able to book an alternative vehicle close by for the time they wanted. Ensuring that members can reserve a vehicle whenever they need one, whether it’s right at the last minute or well in advance, is something we monitor on a very regular basis.

If demand picks up in one area, we simply add more vehicles.

How quickly can I use the vehicle after reserving online?

You can reserve a car or van a few minutes in advance (if available) and go to the vehicle straight away. Equally you can reserve up to one year in advance – we won’t charge you if you need to cancel just as long as you give at least 5 hours’ notice.

Can I cancel a reservation?

Of course! You may cancel a reservation at any time.

If you cancel within 5 hours of its start time you will be liable for the cost of the reservation up to a maximum of £30.00.

If you change or shorten a reservation (including cancelling a reservation after the start time) you may be charged up to the full cost of the reservation.

If I finish my reservation early will I still be charged for the full time I reserved?

If you reserve a vehicle for 5 hours but only use it for 3.5 hours, you are still charged for the whole reservation. This is because the vehicle is unavailable to other members during your reservation.

We advise you are realistic as possible when making a reservation as to avoid unnecessary costs.

For Business

Can I use the vehicle for business use?

Yes. Our insurance covers you for personal and business usage. Take a look at our ‘car clubs for business‘ page to see how Enterprise Car Club could save your business money as well as being a more convenient and cost optimal travel solution.

How does Enterprise Car Club work for businesses?

Enterprise Car Club saves hundreds of businesses all over the country time and money by replacing expensive and time consuming company cars, taxi and grey fleet with almost instant access to hundreds of vehicles nationwide. Say goodbye to processing mileage and expenses claims, arranging safety checks for grey fleet and reserving taxis – just reserve online, unlock and go.

Once your business account has been set up, we will then contact the drivers you would like adding to the account. You then receive one monthly invoice which details all reservations by driver. Simple.

Larger businesses can benefit from our bespoke solutions – take a look at our business page or email business@enterprisecarclub.co.uk for more information.

What’s the difference between a personal and a business membership?

When it comes to reserving and accessing our vehicles there is very little difference.

Business membership typically includes several employees and can sometimes attract discounted membership and usage charges especially where the account requires dedicated support from an Enterprise Car Club account manager.

We specialise in building bespoke travel solutions for our business members – guaranteeing their staff access to specific vehicles at certain times of day, using technology to make an existing fleet of pool vehicles more efficient or by building a suite of options combining car club access and daily rental from Enterprise Rent-A-Car’s 400+ branches nationwide.

For details view our business page or contact business@enterprisecarclub.co.uk

Can I request an Enterprise Car Club vehicle near my office?

Absolutely. Just send an email to locations@enterprisecarclub.co.uk and someone will get in touch with you to see how best we can accommodate your needs.

I’m moving offices, where there isn’t an Enterprise Car Club vehicle, what do I do?

Contact your account manager or business@enterprisecarclub.co.uk – they will then be able to discuss your options and how best we can accommodate you in your new space.

About Us

Where are your full terms and conditions?

You will find a link to our Terms and Conditions on the footer of our website or by clicking here.

This also outlines our other charges (including fines) and we strongly recommend reading this before joining. As much as we hate ‘rules’ too, we have to enforce them to ensure the smooth running of the club and for the benefit of all members.

What do I do if I want to make a complaint?

If you are not satisfied with the service provided by Enterprise Car Club you can complain by e-mailing complaints@enterprisecarclub.co.uk. Details of how your complaint will be handled are set out in our complaints policy which you can find here.

Can I contact you out of normal working hours?

Of course. You can contact us outside of normal hours when:

  • You arrive at a vehicle and find damage that would make it unsafe or illegal to drive, e.g. driver’s side wing mirror glass missing, flat tyre, smashed window
  • You are involved in an accident that requires roadside assistance
  • The vehicle breaks down
  • A fuel station is unable to accept the fuel card and you do not have the means to pay yourself to submit receipt for a refund/credit
  • You are unable to access or start a vehicle after following the standard instructions

 

If you accidentally leave the lights on and your reservation has ended, we ask you to make a new 30 minute reservation to re-access the car and switch them off; this can be credited retrospectively if you then contact us in office hours.

 

Please leave a voicemail if;

  • You notice cosmetic damage that has not previously been reported on the damage card inside the vehicle
  • You need to extend your reservation (these will be chargeable at £5.00 per reservation if you call out of hours so use the on board handset if you can as using this is free of charge).*
  • The vehicle’s home bay is blocked and you have parked legally. Please leave a detailed message advising type of space, location, and approximate distance from the bay.
  • You need to report a dirty vehicle
  • You have left property in the vehicle (if you need this immediately you can make a 30 minute reservation to re-access the car and this can be credited retrospectively the next day if you get in touch with the Clubhouse team).
  • You have an account, invoice or membership queries, please contact during standard office opening hours.

 

The Clubhouse opening hours are as follows:

  • Mon to Fri 0800 to 2000 (from 2000 to 0800 following morning out of hours emergency only)
  • Sat 0800 to 1830 (from 1830 to 0900 following morning out of hours emergency only)
  • Sun 0900 to 1830 (from 1830 to 0800 following morning out of hours emergency only)

 

Bank/Public Holidays operate on Sunday hours unless specified.

 

* Please refer to other charges section for out of hours reservations/extension costs.