FAQ

FAQ Topics

  • 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.

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  • 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 22 and over, you can join as soon as you have a full licence.

    There are no upper age limits.

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  • I have a non-UK driving license, can I still join?

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

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  • I have some driving offences, 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.

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  • 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.

  • What types of vehicles 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 & 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 30 day 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. To give you peace of mind our price guarantee means we always charge you the daily rate if it is lower than the hourly rate.

  • 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 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 fuel card located in the back of PIN pad found in the glovebox. If you need to refuel, simply use this card to pay at the station counter. We ask that you always keep the tank over a quarter full before returning the vehicle.

  • 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?

    If you use one of our Enterprise Cars whose home is inside the zone, we will cover the full cost of the Congestion Charge. Enterprise Car Club vehicles based outside the London Congestion Zone, driven into the zone during charging hours, will need to pay the TFL Charge of £11.50. The Congestion Charge is applicable Monday to Friday between 07:00 and 18:00.

    You are required directly to pay the charge yourself as the vehicles are not registered with Transport for London. Failure to do so will result in TFL penalties plus an admin charge of £30.

  • Driving

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

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

  • 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?

    Use the Enterprise Car Club app to unlock the vehicle from your phone. Alternatively place your contactless card over the windscreen reader and wait for the green light to appear. To get the vehicle keys, enter your PIN number into the PIN pad located in the glovebox. During your reservation make sure you use the ignition key to lock and unlock the vehicle.

  • What should I do if I get into 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 my 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 the 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 and 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

  • 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.

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