Unlock and Go

• Locate your reserved vehicle.
• Use the Enterprise Car Club app to unlock the vehicle from your phone. Alternatively place your Enterprise Car Club contactless card over the windscreen reader and wait for the green light to appear. 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.
• Take 5 before you Drive. Before you go, take a few minutes to check the vehicle for damage. You'll find a Damage Evaluator and instructions in the glovebox. Report any damage or vehicle issues to our Clubhouse team on 0345 266 9290 before driving away to avoid being held responsible. If you cannot get through on the phone, it is imperative that you take a time stamped image on your mobile device. Please then email the photos, with a description of the damage, to helpdesk@enterprisecarclub.co.uk
• To get the vehicle keys, enter your PIN number into the PIN pad located in the glovebox. Remove the key.
• During your reservation make sure you use the ignition key to lock and unlock the vehicle.
• Let us know about any problems right away. If you are unable to locate or access your reserved vehicle, believe the vehicle needs a service, or in the unfortunate event that you are in an accident that requires vehicle or roadside assistance, please contact us immediately on 0345 266 9290 so we can assist you.
• In the event of an accident, please refer to the Accident Checklist in the information pack located in the vehicle's glovebox. Failure to immediately report and collect all accident information may result in additional damage charges, fees and/or termination of membership.

Return

• You are required to return the vehicle with at least a ¼ tank or more of fuel. Use the prepaid fuel card located in the back of the PIN pad. Simply hand the fuel card at the kiosk after filling up.  
  • If you experience trouble using the prepaid fuel card, please call for assistance on 0345 266 9290. You may be asked to pay for fuel and submit your receipt within 30 days for quick reimbursement. Please note that the receipt must include litres purchased.
• Please return your vehicle on time.
  • If you need more time, you can extend online or via the app prior to the end of your reservation. Late fees may be incurred for returning late or extending after your reservation has ended. 
  • Return the vehicle to its designated parking space (where you found it).
• Do not park your personally owned vehicle in the Enterprise Car Club space - unauthorised vehicles may be towed or parking tickets issued by local authorities.
• If you are unable to return your reserved vehicle to its designated space because it is occupied or blocked, please contact us right away on 0345 266 9290. We will ask you to find nearby legal/unrestricted parking and to let us know the location so we can notify the next member.
• Please remember to leave the vehicle ready for the next member. Clean up any litter, remove keys from the ignition, and turn off the lights and engine. If the next member reports that the vehicle has been left in an unacceptable condition, you may be charged a fee.
• Don’t forget to take your personal belongings with you before you leave and lock the vehicle.
• Place the key in the key holder located in the glovebox. Make sure the fob snaps back into the holder and the PIN pan confirms 'end of trip'.
• Exit the vehicle, and do not manually lock the doors.
• Use your app to lock the vehicle for the final time and end the reservation. Alternatively place your contactless card over the windscreen reader and wait until the light turns red. 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.
• Once the doors lock, your reservation has ended.

Billing

Payment

• The credit or debit card on file must be in the name of the primary member/account holder.
• Time & mileage charges from any rental will be charged within 24 hours of you returning the vehicle. 
• Monthly and annual memberships renew automatically. When applicable, membership fee will be charged upon the anniversary month of your join date.

Reservation Cancellation Policy

• We know that plans can change. If you need to cancel or change a reservation, you can do so online, via the app or by phone on 0345 266 9290 before your reservation begins.
• Please cancel at least 5 hours before your reservation begins. If your cancellation is more than 5 hours before your start time, there will be no charge incurred. If you cancel or shorten with less than 5 hours' notice, you will be liable for the cost of the reservation up to a maximum of £30.
• 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.
• If your account is suspended for non-payment, inability to validate your driver’s licence or other violation of your terms of use, your standing reservations may be cancelled.

Reserving and reservation extension fees

• Reserving over the internet, or directly from the vehicle's on-board computer, can be made at any time and are totally free of charge.
• Reservations made by telephone between 08:00 and 21:00 are charged at £1.50 per call (irrespective of the number of reservations made).
• Extensions of reservations made by telephone between 08:00 and 21:00 are free of charge.
• Reservations and extensions made by telephone between 21:00 and 08:00 are charged at £5.00 per call. It is preferred if reservations were not made during these hours as it is predominantly an emergency line
• Extensions of reservations made over the telephone at any time on a public/bank holiday will be charged at £1.50 per call.
   

London Congestion Charge

Congestion charges for our London based Enterprise Cars are paid for by the club and the relevant charge will be added to your monthly invoice. Charging hours are 07:00-22:00, every day, except Christmas Day (25 December).

• If you rent one of our vehicles that is parked within the London Congestion Zone area, the charge will be factored into your rental cost.
  
• When you rent a vehicle from a bay outside of the Congestion Zone, but within the M25, we will add the charge on to your bill as a seperate charge.
• For any vehicles based outside of the M25, a fee of £15 is payable in advance - or £17.50 if paid before midnight the following day (after entry to the congestion zone) - to Transport For London if the car is driven into the Congestion Zone during charging hours.
• If you are in one of our vehicles based outside of London and enter the Congestion Charge zone during charging hours, you are required to pay the charge directly yourself. Failure to do so will incur additional penalties levied by TfL for late payment and an administration charge of £30. Please remember to pay the charge on the day in this circumstance.
   

Return of cars

It is essential to return cars on time to ensure other members are not inconvenienced. If you are running late (it happens to the best of us at times!), please inform us as early as possible, so that we can make alternative arrangements for any other member who may be affected.

• If you are going to be late and you advise us at least 30 minutes before your reservation was due to end and no other member is inconvenienced, there is no charge (except for the additional time used at the normal hourly rate).
• If you do not return the car on time and we have to make alternative arrangements for another member, you will be charged the cost of alternative transport for the other member plus an administration fee of £5 (unless the other member can be transferred to another Enterprise Car in which case just the administration fee of £5 will be charged).
• If you run late without letting us know or extending, you will be charged for the next 15 minutes at the standard rate of the vehicle plus 20p per minute. An additional £30 charge will apply if you run late by 15 minutes or more, plus the costs of alternative arrangements of any member inconvenienced.
   

Cancellation and changes to reservations

If you need to cancel or change a reservation, please give as much notice as possible to ensure maximum availability for other members. You can change or cancel reservations directly through the website up to 30 minutes before the scheduled start time or by telephoning the Clubhouse.

If you cancel, change or shorten a reservation:

• More than five hours before your scheduled start time, there is no charge.
• If you cancel within 5 hours of it’s 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.
   

Parking

The vehicle must be returned to the bay from where it was collected. In the unlikely event you cannot park the car in its designated bay, you must let us know immediately. This will ensure we can get the vehicle moved at a later date and advise anyone reserving the car after you where the car is. If the car is left illegally parked, failure to contact us inevitably will lead to a parking ticket, wheel clamp or being towed away. If you have not contacted us to let us know of the problem, all costs will be passed on to you with a £30 administration charge. Costs can be extremely high so please do ensure you let us know immediately.
 

Car Club Code

As a courtesy to your fellow members you must not:

• Smoke in the car (which is also now required to comply with legislation).
• Transport pets in the car (allergies and smell – sorry).
• Return a car at the end of your reservation with less than a quarter tank of fuel (fuel cards are in each car to top the fuel at Enterprise Car Club’s expense).
• Leave the car excessively dirty for the next member, or dirty on the inside including litter in the car.
• If the vehicle rented is an electric vehicle, at the end of your reservation you must put the vehicle back on charge, using the cable and charging card provided.

Failing to follow the above Club Rules carries a penalty of £30 plus, if necessary, the cost of specialist cleaning.
 

Keys and fuel cards

Lost keys or fuel cards (including charge cards for electric vehicles) are charged to members at cost plus £30 administration per item. Failure to leave the keys in the car at the end of the reservation will incur a charge of £30 plus any inconvenience costs incurred by the next member to use the car.

Throughout your reservation, please keep the keys with you at all times and ensure they are left in the vehicle at the end of your reservation.
 

Lost membership cards

Replacement membership cards are charged at £20. Please let us know as soon as possible so that we can cancel your membership card and issue a new one to ensure you can keep using the cars.
 

Staff call outs

If lights are left on inside or outside of the car and causes the battery to flatten, or performs some other action requiring a member of the Enterprise Car Club team to go to the car to rectify the situation, a fee of £30 will be charged.

If you require assistance from a member of the Enterprise Car Club team to change a wheel during your reservation, you may be charged up to a maximum of £75.
 

Parking tickets

Parking tickets are your responsibility and must be paid for directly by you. If the ticket has to be processed by the club, an administration fee of £30 will be added (we are often charged more by our leasing companies – as they receive the tickets and forward to us).
 

Speed cameras and other traffic offences

Enterprise Car Club are required by law as the registered keeper of the car, to pass on driver details to the relevant authorities. Any offences committed are the driver’s responsibility and not the club’s. An administration fee of £30 will be chargeable on all tickets processed by us.

See our terms and conditions for more information.

Insurance and Road-Tax

All our drivers are fully insured. Members are covered to drive our vehicles with a damage waiver excess of £750. All the statutory requirements are covered, including unlimited third party injury and passenger liability cover. Hopefully you will never have a bump but if you do, you only have to pay the excess if our insurers deem the accident to be your fault (or the third party can not be traced).

Please see full terms and conditions for more details.

Terms and Conditions

Explore our Terms and Conditions