At this time you use the app and website to make and cancel bookings in the large part as normal. However we’ve made some small tweaks to the booking system which allows us to accommodate our enhanced cleaning protocols. This means that when searching for available vehicles you’ll only be shown vehicles that are available for your selected reservation dates/ times, plus a subsequent 24 hours. This extra 24 hours is automatically identified, giving us time to clean the vehicle for the next member. You do not need to include this timing buffer in your search criteria, and the cost of the time isn’t included in your rental fees.
If you want to amend your trip you’ll need to call the Clubhouse. Unless you’ve already started the reservation in which case the app will allow you to end your reservation early or extend for up to an hour, after which again you’ll need to call the Clubhouse. For more information see the ‘Other Information’ section below.
Cleaning vehicles between each rental: Our enhanced cleaning regime ensures that all vehicles are cleaned and wiped with a sanitising disinfectant between each reservation. Find out more about our Complete Clean Pledge here.
Keeping others safe: Prior to renting that please make sure that you;
(a) are not currently under quarantine for COVID-19
(b) have not been diagnosed as having COVID-19
(c) are not displaying any of the symptoms of the COVID-19 virus
(d) Are not living with or in close contact with someone who is currently quarantined or who has tested positive for the virus.
Caution: do not leave hand sanitiser in hot vehicles: The NHS has warned that leaving your hand sanitiser in a vehicle can become a fire risk. Most hand sanitisers contain an element of alcohol which is highly flammable and when combined with high temperatures can cause a fire. For this reason, we strongly advise you to take your hand sanitiser with you every time you leave a vehicle.
Amending your reservation
The Clubhouse phoneline is open 8am- 8pm Monday to Friday; 8am-6.30pm Saturday and 9am-6.30pm Sunday. Though emergency calls are taken 24/7. Please note that if you change or shorten a reservation (including cancelling a reservation after the start time) you will be charged up to the full cost of the reservation.
Getting into your vehicle
You can access your vehicle via the app or the contactless card connected to your account. You can use most contactless cards (except for Monzo), unless you joined Enterprise Car Club after 29.07.20. In which case you will only be able to use the branded contactless card that we have provided you with.
Reducing your excess
If you have not previously opted for a reduced excess, when making a reservation you will be presented with a new per trip damage waiver reduction option enabling you to reduce your excess to £100/incident for that reservation for an hourly fee of £1.50/hr (up to £12.00/day). Click here to find out more about our per trip damage waiver.
Searching for 'non match' vehicles
Great news! Now, when you search for a vehicle you’ll only be presented with results that meet your exact search criteria., however when you click on ‘show non matches’ you'll also be presented with a list of all other available vehicles.
Normally when booking via the website you can search for 'non-matches' which provides you with results of all the vehicles that are available in your selected location, even if they are not available within your chosen time-frame. However as we work towards enhancing the temporary booking process whilst maintaining our commitment to cleaning vehicles between each rental, this functionality has been disabled temporarily. If you would like to view all of the vehicles available in your selected location, you can do so by selecting the option 'my time is flexible' - see image below.
Or, request a call back if you have questions.
Our Clubhouse team will call you back within 24 hours.