Help Centre

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Help Centre

  • Accounts & Joining

  • 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.

     

    For more information on the types of membership plans available click here.

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  • How do I join?

    Join today in just a few minutes by completing our online application form here. To enrol, you must live in the UK and will need your email address, postcode, contact number, driving license and a credit/debit card registered in your name to a UK address. The Clubhouse team will then call you to finalise your application. Please note we do not accept pre-paid cards. You may be required by your bank to complete a secure two factor authentication. If so, a new window will open where the additional authorisation steps must be promptly completed before proceeding with your application. Upon submission The Clubhouse Team will contact you to finalise your application.  

    We have over 1,300 vehicles nationwide in 180+ towns, cities and communities. Click here to find one near you.

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  • 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.

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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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  • 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.

     

    For information on how we can support members with disabilities, click here.

     

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  • I have a disability, how can Enterprise Car Club support me?

    For information on how we can support members with disabilities, click here.

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  • I have a disability and would like to nominate surrogate drivers, can I still join?

    If the proposed surrogate driver has a current, valid driving licence, absolutely. You can become a (non-driver) member with up to 3 appointed people as the driver on your account, and we will remove the standard membership fee for these drivers. The surrogate driver will be issued with their own membership ID and any usage fees relating to their reservations will be debited from the payment source you provide as the account owner. 

     

    To arrange, please email surrogate@enterprisecarclub.co.uk for details of how to apply for a surrogate account and what information we will require from you to verify your qualification for the scheme.  

     

    For more information on how we can support members with disabilities, click here.

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  • What if I am a member of another car club?

    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.

     

    For more information, please click here.

     

    We would be more than happy to have you! Please be aware that this offer is not applicable if you are joining our ‘Under 22’ membership plan. For more information contact our Clubhouse team on 0345 266 9290.

     

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  • How do I use my promotion code?

    Promotion codes can be used upon signing up. To use a promotion code, simply enter the code on the application form. Only one promo code can be used per application.

     

  • Can I add an additional driver to my account?

    Yes, you can add an additional driver to your account for half price annual membership. Also, if you decide to reduce your excess, all drivers on the account will be covered. Please note that you must both reside at the same address and that any usage/fees relating to either yourself or your additional driver's reservations will be debited from the same payment source. To get your half price additional account membership, simply email our Clubhouse team at membership@enterprisecarclub.co.uk or phone them on  0345 266 9290. Please note that this offer is not applicable if you are joining our ‘Under 22’ membership plan.

  • 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 fill in this form and we'll contact you to cancel your membership.

     

  • How do I change my password?

    When you first sign-up to Enterprise Car Club, you'll be asked to create a password. The password is for you to log in to your account to view, amend and create bookings.

     

    You can change your password at any time in your account preferences. Click here to watch our easy How to change your Password guide.

     

    If you have any questions, the Clubhouse are available on 0345 266 9290 to provide assistance.

  • Vehicle Locations

  • 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 the UK. Members can access vehicles in any location 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.

     

    To find one near you, click here.

     

  • 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, easy to park small vans and larger vans. Members on our Under 22 plan have access to small and medium category vehicles only.

     

    Click here to find out more. 

     

  • 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 complete this online form.

     

     

  • Can I park my vehicle in the Enterprise Car Club parking space made vacant during my booking?

    No – unfortunately this isn’t something we can permit. Enterprise Car Club’s insurance and parking permits do not extend to any vehicle parked in the designated parking space, or wider Enterprise Rent-A-Car branch, only to the specific car club vehicle. Should you leave your personal vehicle in the Car Club parking space it may get a ticket, be clamped or even towed away. 

     

  • Pricing

  • How does the pricing work?

    You pay a simple hourly/daily rate for the time you reserve the vehicle plus a mileage charge which varies between vehicles and locations. We’ll take care of the breakdown cover, insurance, MOT’s, servicing, and cleaning, 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 charge you the daily rate if it is lower than your combined hourly rate. This daily cap will only be applied to one reservation per day.

     

    You can find out more about our pricing and membership plans here.

  • 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. You will receive an invoice at the end of each month outlining your total costs for the month passed.

    You need to ensure you keep your card details up to date to avoid any account restrictions. Updating these online is simple, click on “Account” after you log in and enter your new card details. You may be required by your bank to complete a secure two factor authentication. If so, a new window will open where the additional authorisation steps must be promptly completed to confirm the update. 

    For further help and information on your invoice, click here

  • 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.

     

  • How do I pay the London Congestion charge?

    If you use one of our Enterprise Cars whose bay is inside the zone, we will cover the full cost of the Congestion Charge. Vehicles based in London but located in bays outside of the Congestion Zone are now charged £15 if the car is driven in to the Congestion Zone during charging hours. Any such charges are paid by Enterprise Car Club and invoiced to the member.

     

    Enterprise Car Club vehicles based outside of London that are driven into the zone during charging hours will need to pay the TFL Charge. For more information, click here.

     

    You are required to directly 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.

     

  • Who pays for a traffic ticket?

    The member is responsible for paying for all tolls, traffic or parking tickets while using an Enterprise Car Club vehicle. For more information on charges, click here.

     

  • How much does under 22 membership cost?

    At Enterprise Car Club you can join from the age of 19 (as long as you have had your licence for at least a year). You can join our Under 22 membership plan for just £6 a month and just pay the hourly rate and mileage fee. This varies on different locations and vehicle sizes.

     

    Please visit your location page for more information.

     

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

    All of our vehicles are equipped with a fuel card found inside the glovebox or on the side of the dashboard, to the right of the steering wheel (this is only visible when the driver’s side door is open). Please note you can not use Pay At Pump with our cards. 

     

    You’ll find the unique 4-digit PIN number in your booking confirmation email. For optimised security these codes will regularly change so please refer to this email with each new booking.

     

    Check whether the vehicle takes petrol or diesel and fill up the vehicle as normal using standard fuel where possible. We ask our members to return the vehicles with at least a quarter tank of fuel for the convenience of the next member.

     

    After you have refuelled the vehicle, take a note of the current mileage on the dashboard, and use the fuel payment card at the payment kiosk to pay. Members will need to enter a unique 4-digit PIN when using the card at petrol stations.

     

    Once paid, return the fuel payment card to the key holder in the glovebox, or the holder on the dashboard, along with the receipt.

     

    Please note the fuel card has a limit of £80 per transaction and there is a daily limit of £150. If you exceed this limit (even slightly) when refuelling at a petrol station, you will not be able to use the card.

     

    Click here to watch our easy guide on How to Refuel the Vehicle.

     

    If you have any further questions, please do not hesitate to contact the Clubhouse on 0345 266 9290 or email .

     

    If your vehicle still features the PIN-pad, click here for guidance.

  • I don't understand my invoice.

    For further information on your invoice please click here.

  • Do I need to pay a deposit?

    There are a small number of instances where a deposit is necessary to become a member. If this applies to you, we will notify you in during the processing of your application. In the event that you haven’t been able to pay off a charge, this deposit will be used to cover the outstanding cost, and we will refund any remaining balance back to your nominated debit or credit card if possible. 

    For our terms and conditions relating to Deposits, please find Section 10 here.

  • Damage Protection

  • Damage protection - is this included?

    If you have a personal membership (with your own personal payment details), all of our vehicles are covered by damage protection so you do not need to take any insurance out to drive our cars or vans. Third party and passenger liability cover is in place. A damage waiver excess of £1,000 for cars & £1,250 for vans 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. For more information, click here. 

     

    If you are a member of a corporate account, please check with your employer or Enterprise Car Club account manager for details about your insurance cover.

     

    If you have any questions about our damage protection and damage waiver options please call the Clubhouse team for further details on 0345 266 9290.

     

  • What is damage waiver?

    Damage Waiver reduces the liability you are responsible for in the event of damage to and or theft of the vehicle, including any towing, storage and impound fees reasonably incurred by us as a result of the damage to and loss or theft of, the Vehicle. Damage Waiver is included in your reservation and comes with an excess (as standard, this amount is £1,000 for cars & £1,250 for vans, per incident). This is the money you are liable for in the event of accidental damage to, or theft of, the vehicle.

     

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

     

  • Can I reduce my excess?

    We give our members the option to reduce their excess for extra peace of mind. If you are 22 or over, you may be able to reduce your excess to just £100 per incident for just £150/year or £15/month*, meaning you’ll never pay more than £100 for a claim for any particular incident, we call this ‘Excess Protection’

     

    Simply enter your member ID on this form or call the Clubhouse on 0345 266 9290.

     

    Alternatively, you can reduce your excess for a particular reservation to £100 per incident by paying an hourly fee of £2.00/hr (up to £16.00/day)*. You can select this option at time of making your reservation.

     

    If you are a member of a corporate account, please check with your employer or Enterprise Car Club account manager for details about your damage protection.

     

    If you have any questions about our damage protection and damage waiver options, please call the Clubhouse team for further details on 0345 266 9290.

  • What if I wish to cancel or change my excess reduction plan?

    To cancel or change you existing excess protection plan, please contact the Clubhouse on 0345 266 9290. This phoneline is open 8am- 8pm Monday to Friday; 8am-6.30pm Saturday and 9am-6.30pm Sunday. 

  • What does excess protection not cover?

    Please note that none of the above listed excess protection options exempt you from liability for damage caused by the use of the wrong fuel or any failure to take all reasonable measures to look after the vehicle keys or any other device which unlocks the vehicle and/or enables the vehicle to be started. Excess protection will be voided if damage is caused by: failure to secure the vehicle keys and failure to lock the vehicle, unauthorised repairs on the vehicle, failure to stop using the vehicle once a fault becomes known, use by an unauthorised driver, use by an unlicensed driver, use for hire and reward, use of vehicle for any illegal purpose or deliberately causing injury or damage to property, racing, pacemaking, or teaching someone to drive, use whilst under the influence of alcohol or drugs, use of the vehicle outside of the United Kingdom without our written permission, overloaded with more passengers than seatbelts, towing, use off road, transporting dangerous or noxious substances, use of vehicle in a reckless manner, or use of vehicle on an aerodrome, airfield, airport or military installation, or any breach of your obligations under the Enterprise Car Club member terms and conditions Enterprise Car Club member terms and conditions

  • Can I use the vehicle for business use?

    Yes. Our damage protection 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. Please note, Enterprise Car Club vehicles cannot be used for Taxi purposes. 

     

  • 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 see the in-car handbook for more information and practical advice.

     

    Please note – dependent upon the circumstances you may be liable for any costs incurred.

  • Driving

  • How do I get into the vehicle?

    You unlock the vehicle from your phone by using the Enterprise Car Club app. Log-in to the app and navigate to ‘Reservations’. Locate your upcoming reservation and click ‘Unlock & Drive’ to start your trip. The app will notify you that ‘The vehicle will unlock momentarily’, and you will also hear the door mechanism unlock.

     

    Then follow the prompts on the app to mobilize the vehicle. The vehicle keys can be found in the keyholder located in the glovebox. During your reservation, make sure you lock and unlock the vehicle with the vehicle keys as you would in any other vehicle.

     

    If your vehicle still features the PIN-pad, click here for guidance.

  • How do I turn on the engine with a keyless fob?

    For security reasons, we've adjusted the proximity limits between the keyless fob and the engine start/stop button in our keyless vehicles. This means that for the vehicle to detect the key, the key must be held closely to the engine start/stop button. This will allow the engine to start up.

     

    Click here to watch our easy guide on How to Start your Reservation.

     

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  • I've accessed the vehicle and got the keys... why won't it start?

    The vehicle will not start if you have not followed the prompts on the mobile app yet. These must be completed to deactivate the immobiliser and allow you to start the ignition using the key. This applies to both manual keys and electronic key-fobs.

     

    Please see the vehicle guide in your reservation details. This is found in the 'Important Information' section.

     

    If you are still experiencing issues, please call the Clubhouse on 0345 266 9290.

     

    If your vehicle still features the PIN-pad, click here for guidance.

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  • Where do I collect the vehicle from?

    Each Enterprise Car Club vehicle has its own designated bay. You can find details of this on the application and your confirmation booking. If the vehicle is not in the bay, then please contact the Clubhouse who can direct you to an alternative vehicle. Please call the Clubhouse on 0345 266 9290.

     

  • 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 using the app.

     

    If in doubt, please call the clubhouse team on 0345 266 9290 to prevent any other members being inconvenienced. If members are late or extend causing an inconvenience to another member, the below fees apply:

    • If you are going to be late and are still within your reservation time but the vehicle is unavailable to extend in the app (due to another members reservation) a £10 ‘Inconvenience Fee’ is charged. (plus the cost of additional time and mileage used at the normal rate).
    • If you are running late, and it has already passed your reservations’ original end-time, but you manage your lateness in the app or by calling the Clubhouse, a £10 ‘Late Extend Fee’ is charged (plus the cost of additional time and mileage used at the normal rate).
    • If you extend your reservation outside (after) your original reservation end-time AND impede another member’s booking, both the £10 ‘Inconvenience Fee’ & £10 ‘Late Extend Fee’ are charged - totalling £20 (plus the cost of additional time and mileage used at the normal rate).
    • If you do not manage your lateness at all you will be charged a £30 ‘Late Return Fee’ (plus the additional time and mileage used at the normal rate).

     

    All late fees and other charges can be viewed here.

     

    Click here to watch our easy guide on How to Extend Your Reservation.

     

    If your vehicle still features the PIN-pad, click here for guidance.

  • Is there a way I can start my reservation early if I get the vehicle ahead of time?

    Absolutely – so long as the vehicle is in the bay and not out with another member you can gain early access. You can start your reservation as normal up to 5 minutes before your allocated booking time. However, if you’d like to access the vehicle earlier than that, you’ll need to more formally modify the start time of your booking. To do this on the app, go to your reservation under the ‘Reservation’ tab, and tap ‘modify’. Then where it says ‘Start’ choose the selectable 15 minute slot which holds the current time. Once you have confirmed the changes you can simply enter the vehicle there and then. Please note that you will be charged accordingly for an extended booking if you modify a reservation in this way.

  • Where in the UK can I drive my Enterprise Car Club vehicle?

    You can drive your vehicle anywhere across the UK. However you must not use the vehicles, or allow them to be used, to go to countries or places outside of the mainland where your rental originated, unless we give you written permission. This means you should seek permission if you, for example, wanted to take a vehicle based on mainland England to the Isle of Wight; or a vehicle based in North Wales to Northern Ireland; or a vehicle based in England to France. To obtain prior written authorization to make such a trip please contact the from Clubhouse by clicking here.

     

    At the end of the reservation, the vehicle must always be returned to its designated bay unless otherwise instructed by the Clubhouse. If your original bay is blocked upon your return, please contact the Clubhouse as soon as possible on 0345 266 9290.

  • What if the vehicle is damaged before I drive?

    To ensure you are not charged for any damage you have not caused, before you start your journey, you must check the vehicle’s condition using the Damage Evaluator Tool found in the glovebox. This is very important as you may be held accountable if you don’t inform us of any pre-existing damage.

     

    The app will ask you if you have any damage to report.  If you select ‘yes’ you will be presented with email details to which you should send time-stamped images.

     

    If you select ‘no’ you can proceed to start your journey.

     

    Please note that the vehicle will be immobilised until this step is complete. 

     

    Click here to watch our guide on How to Check the Vehicle for Damage.

     

    If your vehicle still features the PIN-pad, click here for guidance.

  • Do I need to add fuel to the vehicle?

    Refuelling the car club vehicle is the responsibility of our members, however our members are not charged themselves; we take care of that!  You will find a fuel payment card in the keyholder located in the glovebox or on the side of the dashboard, to the right of the steering wheel.

     

    We ask our members to refuel the vehicle when it drops below ¼ tank during their reservation for ease and convenience for the following member. Our members must ensure they are refuelling with the correct fuel type.

     

    You'll find the unique 4-digit PIN number for the fuel card in your booking confirmation email. 

     

    After you have refuelled the vehicle, take a note of the current mileage on the dashboard, and use the fuel payment card at the payment kiosk to pay. Members will need to enter the unique 4-digit PIN when using the card at petrol stations.

     

    For optimised security these codes will regularly change so please refer to this email with each new booking. Once paid, return the fuel payment card to the keyholder in the glovebox, or the holder on the side of the dashboard, along with the receipt.

     

    Please note that fuel card has a limit of £80 per transaction. Numerous transactions are permitted, however there is a daily limit of £150. If you exceed this limit (even slightly) when refueling at a petrol station, you will not be able to use the card. Instead you’ll be required to claim back the cost. You can do this by uploading a photograph of the fuel receipt via the “My Fuel Receipts” menu option on the app.  If you are not an app user you can email the photograph to the Clubhouse helpdesk@enterprisecarclub.co.uk along with your name, member ID and booking reference.

     

    Click here to watch our easy guide on How to Refuel the Vehicle.

     

    For more information, click here.

     

    If your vehicle still features the PIN-pad, click here for guidance.

  • 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).

     

    Please check the Enterprise Car Club website for any parking benefits in your area. This can be found on the page designated to your location.

     

  • Can I take a van to the tip/recycling centre?

    Yes, you can take a van to the tip/recycling centre to drop off any residential household waste. 

     

    Each local authority is different, so please make sure you check the permit requirements with your local council prior to booking the vehicle.

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  • Are members responsible for cleaning the vehicle?

    When it comes to cleanliness, both Enterprise and members play a role. We visit our vehicles every 7 - 14 days for cleaning. The rigour of this cleaning process is backed by our 'Standard of Care.  In between our cleaning visits, in line with the ‘Car Club Code’, our members are responsible for leaving the vehicles clean, removing rubbish/mess, ensuring all windows are up, seats are passenger-ready etc. Given this shared responsibility for cleanliness, the level to which a vehicle is cleaned may vary. That is why we ask members to take every reasonable measure to ensure vehicles are left as they’d expect to find them. As a result, you may get into a car we have fully valeted one day, and the next you’ll use a vehicle that, since its Enterprise valet, has been used by a number of fellow members. Understanding this is part and parcel of joining a vehicle sharing club.

    Bearing this in mind, if you find that a vehicle is in an unacceptable condition, please report it to the Clubhouse on 0345 266 9290 or email photos to helpdesk@enterprisecarclub.co.uk before you start your reservation. The previous renter may be liable to pay a fine and, if necessary, the cost of any specialist cleaning – click here to find out more. Similarly, please do get in touch if you have any questions about this or the wider Enterprise Car Club service.

  • 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. All damage cases are handled by a dedicated damage recovery unit. To contact the damage recovery unit about an accident, please email dru.uk9z@ehi.com.

     

    You must also report any traffic accident which includes personal injury, loss, damage or theft to the police. The police reference number allocated must be provided to Enterprise Car Club. You must not admit liability or guilt in the event of an accident or promise to pay any third party or attempt any repair. Please see the in-car handbook for more information and practical advice.

  • Are pets allowed in the vehicle?

    To ensure our members with pet allergies stay safe driving our vehicles, we ask you not to transport animals in our cars/vans.

     

    If you need to travel with a service animal, we are happy to help. Please contact the Clubhouse team at helpdesk@enterprisecarclub.co.uk.

     

  • What happens if there is a breakdown during the reservation?

    In the event of a breakdown, flat tyre or other problem, call us immediately so we can dispatch our 24 hour roadside assistance.

  • What do I do if the Car Club bay is blocked upon return?

    If the car club bay is blocked when you return the vehicle, please contact the Clubhouse on 0345 266 9290 who will advise you on a safe and legal location to park the vehicle.

     

    The vehicle must always be parked in a safe and legal location. Any penalty charge notice (PCN) obtained as a result of illegal parking will be the responsibility of the member.

     

  • 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.

  • How do I end my reservation?

    Start by turning the engine off and removing the keys from the ignition (if applicable). Then open the glove box and place the key fob, which is attached to the keys, into the key holder. It should illuminate from blue to green.

     

    Once outside the vehicle click lock & end trip on the mobile app. Listen out for the door mechanism locking then check the door handles to ensure the vehicle is secure before leaving.

     

    Click here to watch our easy video guide on How to End a Reservation.

     

    If you have any issues with any stage of this process, please give the Clubhouse a call on 0345 266 9290 whilst you are still with the vehicle and one of the team will be able to assist you.

     

    If your vehicle still features the PIN-pad, click here for guidance.

  • Do I have to put the vehicle on charge at the end of my reservation?

    Yes, it’s important that the vehicle is placed back on charge at the end of your hire. Once the engine is switched off please follow the instructions inside the vehicle which will guide you through ending your reservation and placing it back on charge.  

     

    Failure to put the vehicle on charge at the end of your reservation can impact the next user as there may not be enough charge for them to complete their journey or even use it all.  If you have any issues please give the Clubhouse a call on 0345 266 9290.

     

    Failure to put the vehicle back on charge may result in a staff call out to resolve which could result in a £30.00 fine.

     

    Click here to watch our easy guide on How to Charge an Electric Vehicle.

     

    For more information on recharging our electric vehicles, click here.

  • What vehicle models do you have available?

    We have a list of all the available vehicles here. Please note that this list is subject to change, and that not all vehicles are available in all locations. To see which vehicles are accessible in a specific area, please click on the appropriate location page here.

  • I am struggling with the parking brake. What can I do?

    Lever Parking Brake (for Manual Vehicles)

    Release the handbrake by pushing the button located at the top of the lever down and lowering it to a horizontal position. Pressing the button while pulling the lever upwards will re-engage the handbrake.

    Foot Parking Brake (for Automatic Vehicles)

    This is only relevant to automatic vehicles, where a small foot pedal will be located to the left of the brake pedal instead of a standard handbrake lever. To use this type of parking brake, press firmly on the footbrake pedal to release it whilst holding down the brake pedal and clutch. Repeat this action to re-engage it.

    Electric Parking Brake (for Electric Vehicles)

    This is only relevant to electric vehicles. To release the parking brake, press firmly on the brake pedal and simultaneously hold down the electric ‘P’ switch located on the centre console. To re-engage it, use the brake pedal as before and pull the electric ‘P’ switch upwards. 

  • I am struggling with the ignition. What can I do?
    • After unlocking your reservation on the mobile app, check that you have followed the on-screen prompts. The vehicle will not mobilise until you have confirmed whether the vehicle is damaged or not.
    • For various Toyota, Lexus and Vauxhall models you will need to hover the keyless fob over the start button for 3 seconds to stop the immobiliser. You can then attempt to start the vehicle with your foot on the brake and pressing the start button with the key fob.
    • You will be unable to engage the ignition if your booking has expired. You can check the status of your booking through the mobile app.
    • To start various manual vehicles, firmly press both the clutch and brake pedal while turning the key or pressing the start button.

     

    If you need any additional support, a vehicle specific guide can be found in the ‘Important Information’ section in your reservation on the mobile app.

     

    If your vehicle still features the PIN-pad, click here for guidance.

  • I am struggling with the fuel cap release. What can I do?

    Here are the current fuel cap opening types which may apply to your vehicle: 

    • Electric button located to the right of the steering wheel
    • Electric button located in the lower centre console area
    • Hand lever located below the driver's seat on the right-hand side
    • In select electric vehicles, you press the fuel cap in to release
  • I am struggling with the electric cable. What can I do?
    • The cable is released from the vehicle by pressing the fuel cap button to the right of the steering wheel.
    • The cable is released from the charging station by using the same charge card on the post again.
  • Can you take a van to the local tip or recycling center?

    In the most part yes. However, all councils operate slightly differently, but many local councils that allow vans will only let them on site if they have the required permit. Permits are often free to local residents who want to dispose of household junk, but you will need to apply in advance of your trip.

  • Booking & Reservations

  • How do I reserve a vehicle?

    Our members can reserve on the go or in advance, at any time, using the website or mobile app. Extensions can also be made through the mobile app, online or by calling our Clubhouse. Charges apply.

     

    For more information on app bookings, click here.

    Click here to watch our easy guide on How to Make an Mobile Reservation.

    For more information on website bookings, click here.

    Click here to watch our easy guide on How to Make a Web Reservation.

     

    Members can also contact our Clubhouse to create a reservation, however, as this is predominantly an emergency line the following charges will be incurred. Reservations made by telephone between 08:00 and 21:00 are charged at £4.00 per call (irrespective of the number of reservations made). Reservations and extensions made by telephone between 21:00 and 08:00 are charged at £8.00 per call. Extensions of reservations made over the telephone at any time on a public/bank holiday will be charged at £4.00 per call. For more information on our charges, click here.

     

    If your vehicle still features the PIN-pad, click here for guidance.

  • Will a vehicle be available when I need it?

    Covid-19: Enhanced cleaning protocols are in place at this time. Find out more here.

    We have more than 1,300 vehicles available across the UK, so whether it’s by the hour or day we are more than likely going to have a vehicle available for you. Once you have made a booking, the vehicle will be ready and waiting for you.

     

    If demand picks up in one area, we simply add more vehicles. If you would like a vehicle near you, please click here.

     

  • 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 11 months in advance – we won’t charge you if you need to cancel just as long as you give at least 5 hours’ notice.

  • 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.

     

  • Can I cancel my reservation?

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

     

    If you cancel more than 5 hours in advance of your booking then you won't be charged. However, 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. For more information on our charges, click here.

     

  • Where is my fuel card pin?

    If you've made a reservation using our app, you can find your fuel card PIN number in the 'messages' section under your reservation information. You will have also received this information in your booking confirmation email.

    If you're still unable to find your pin number, please email helpdesk@enterprisecarclub.co.uk.

  • How do I start my first reservation?

    To start your first reservation you simply need to make sure you have the Enterprise Car Club app downloaded on your mobile device. Once logged into your account on the app you can then use the 'unlock and start trip' button to start your reservation.

  • For Business

  • 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.

     

    Enterprise Car Club is a great compliment to an existing travel policy, especially if you have a lot of short duration (1-2 day) trips. Car club, or automated rental, is often more convenient and has a lower cost per journey compared to some daily rental programmes. In fact with Enterprise Car Club, we can also provide a dedicated booking tool; ETD, that will tell your employees when Car Club is the best choice and book it for them right there and then

     

    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 contact us here.

  • 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.

  • Are there special memberships for business accounts?

    Yes, we develop custom programs for businesses, governments and universities based on your organisation’s size, needs and goals. These memberships range from placing a few cars vehicles near your building, to offering a private fleet for your employees only.

     

    Reach out to us today and learn about how we can help your organisation save money, reduce emissions and be a leader in your community to be more efficient.

  • How do I sign up as a member on my employer's account?

    You can join by visiting your organisation’s location page or via a link provided by your employer.

  • I'm moving offices, where there isn't an Enterprise Car Club vehicle. What do I do?

    Contact your account manager or fill out a 'Request a car near me' form – we will then be able to discuss your options and how best we can accommodate you in your new space.

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

    Absolutely. Simply complete this form and someone will get in touch with you to see how best we can accommodate your needs.

  • What types of vehicles can be shared?

    We will evaluate your organisation’s needs and suggest specific car models for you to share. We offer a large and diverse fleet of newer vehicles, including fuel-efficient city cars, vans, electric and hybrid models.

     

  • Who can use the vehicles that are near our building?

    It depends on what type of program we have developed for you. Some organisations elect to have us place a few cars near their office but anyone in the city can use them. Other organizations organisations have us set up an entire private fleet just for their employees and/or clients to use.

     

    Contact us today to learn more about what’s best for your organisation.

     

  • Does an organisation’s car sharing program include damage protection?

     

    It can do, or you can provide your own insurance. Please contact us and we will discuss the full program and services available. 

     

  • What happens if one of our members damages the vehicle?

     

    Business and Government Liability and Damage Waiver coverage varies by program. Please review your location details page or contact us for more information.

     

  • How do I remove a member from our business or government account?

    The account administrator can contact us to remove a member from the account.

  • 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 membership@enterprisecarclub.co.uk or by calling 0345 266 9290.

     

  • When can I contact the Clubhouse?

    You can contact the helpdesk 24/7 for support with a reservation. For more information on opening hours and contact information, please click here.

     

    Please only contact the helpdesk 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
    •    You need to report a dirty vehicle
    •    You have left property in the vehicle
    •    The vehicle’s home bay is blocked and you have parked legally
    •    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).
    •    If you accidentally leave the lights on and your reservation has ended

     

    The membership opening hours are as follows:

    •    Mon to Fri 09:00am to 17:00pm
    •    Sat 09:00am to 18:00pm
    •    Sun & Bank Holidays 09:00am to 14:00pm
    •    Emergency hours are 24/7
    •    Please refer to other charges section for out of hours reservations/extension costs

     

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

  • Other

  • Enterprise Holdings Safety Recall Policy

    Policy: When Enterprise Holdings receives such a safety recall notice and the corresponding Vehicle Identification Numbers (VINs), it is Enterprise Holding’s policy to not rent such vehicles until the manufacturer’s specified remedy or authorized interim repair has been implemented.

     

    Process: After receiving the safety recall notice, Enterprise Holdings identifies affected vehicles by VIN and then places a “mandatory hold” on them in our rental management system. This “hold” directs the recall work be completed before renting the vehicle. Sometimes manufacturers advise that certain recalled vehicles can be safely operated once an authorized interim repair has been completed. In such cases, Enterprise Holdings may rent vehicles after the interim repair has been completed – but only until the final remedy is available.

     

  • E10 Petrol and Enterprise Car Club Vehicles

    In September 2021, the standard petrol grade in Great Britain changed to E10. All petrol Car Club Vehicles can accept this fuel, and there are no changes to the way that the in vehicle fuel card is used.

  • What to do if the vehicle is dirty when I collect?

    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 to helpdesk@enterprisecarclub.co.uk.

     

    When you arrive at the vehicle, use the mobile app to unlock the vehicle. The app will then prompt you to check the interior and exterior of the vehicle. If you find that the vehicle is in an unacceptable condition of cleanliness, following the prompts, please email time-stamped photos to operations@enterprisecarclub.co.uk.

     

    If your vehicle still features the PIN-pad, click here for guidance.

  • What is Driving Credit?

    Driving credit is a non-transferable monetary discount that would be applied to your rental invoice. It is important to note that in most instances, especially where driving credit is awarded as part of a new member enrolment offer or other promotion, it can be used only against the hourly/daily vehicle rental charges. It does not discount the per mile fee (mileage).

  • How do I earn Driving Credit?

    Driving credit can either be added to your account by the Clubhouse team or awarded as part of a promotional initiative (for example a new member enrolment offer, driving incentive or as a ‘thank you’ for participating in a survey). Please be aware that driving credit can take time to be applied to your account if part of a promotional initiative (it may be applied up to 14 days after the end of the promotional period). Please refer to the terms and conditions of the specific promotion to best understand these timings.  

    In order to be kept up to date on when Enterprise Car Club are running promotional initiatives where you may obtain free driving credit, make sure you are opted-into receiving marketing messages by completing this form.

  • Where can I see my Driving Credit?

    Driving Credit does not appear on the rental estimate when you reserve a vehicle as our system is waiting for the vehicle to be physically driven before it applies the value against the hourly rental of the vehicle.

    However, Driving Credit will show within your member’ s account balance which you can access online here. Once you have logged on, go to ‘New Reservation’ where Driving Credits can be seen on the bottom left. Alternatively, the tab ‘My Account’ shows under ‘Invoices’ available driving credits.

  • How do I use my Driving Credit?

    Once you have booked and used a vehicle within the time limit set out in your terms and conditions, the driving credit will be automatically applied to the first qualifying reservation within this set time period. For example, if you get £10 driving credit added to your account on March 1st set to expire after 30 days, to take advantage of the driving credit, you must reserve a car or van and drive it by March 31st. The driving credit will be deducted once you end driving an Enterprise vehicle for the first time within the 30 days.

  • If I don’t use all of my driving credit in one reservation, will it carry over?

    Yes. The difference in driving credit will be stored on your account until the assigned expiry date. So, if you do not use it at once, do not worry, you will be still available to redeem it the next time you drive, provided you book and drive a vehicle in the set-out time period.

  • How long is Driving Credit valid for?

    Depending on which promotion you have earned it through, driving credit is typically valid for 30-90 days although there are some exceptions. To confirm how long your driving credit is valid for, please refer to the promotional terms and conditions from which you received this credit.

    Please note that most driving credit earned through new annual membership expires after 90 days. Exceptions to this is driving credit acquired through Clubhouse for goodwill or through government funded mobility schemes who get longer expiry dates.

  • I have an hearing impairment, how can Clubhouse provide assistance to me?

    The Clubhouse team are aware of the free “relayuk app” and service which can provide a way to assist hearing impaired members requiring assistance.

  • I want to use car club vehicles with a Child Seat and/or booster. Can I?

    Yes, we have lots of members who use the service using their own child seats and/or boosters.  The member concerned is responsible for the appropriate selection and safe installation of the equipment in the vehicle, and its removal at the end of their booking.  Please visit https://www.gov.uk/child-car-seats-the-rules for more information.

  • How do I protect myself from fraud/scams?

    Keeping your data and personal details safe and secure is incredibly important to us. To support these efforts we ask that members, and those considering membership, also take precautions. Find out more here.

  • Electric Vehicles

  • My Nissan Leaf has an e-Pedal. What is it, and how do I use it?

    The Nissan LEAF has an e-pedal which allows the driver to start, accelerate, decelerate and stop using only the accelerator pedal. This means it is perfect for stop and start traffic driving. The e-Pedal is activated and deactivated by a switch in the centre console.

     

    Check out this video for more information on the e-Pedal.

  • Where’s the nearest charging point and how can I find charging points during my reservation?

    Please check the brand of charge card provided with your vehicle to see which charge points are available for you to use. You can then check out ZapmapEcotricityCharge Your Car or Google Maps to locate your nearest applicable charging post; perfect for pre-planning your pit stops!

  • What happens if the charge point is free?

    We cover the cost of recharging our electronic vehicles (EV). All of our electronic vehicles are equipped with a charging card (you’ll find it inside the glovebox). Some charge points may be free to use. However, please be aware that you will still be charged for mileage.

  • How can I get the best out of the battery life?

    The vehicles driving range all depends upon your own personal driving style. Here's how you can increase your driving range:

    1.       Maintain a steady speed.

    2.       Choose routes which are flatter - even if they are longer.

    3.       Use less heating and air conditioning.

    4.       Heat up or cool down your car before your journey, while it is still plugged into the mains.

  • What do I do with the charging cable?

    If the EV charging point does not have a tethered (attached) cable, the cable belongs to the Electric Vehicle you are unplugging. It is important to always take this cable with you once you have taken the vehicle off charge as the cable belongs to the car and not the charging point. Please note that every Electric Vehicle has its own cable, so always check that one is stowed correctly under the rear floor storage cover in the boot compartment before setting off (for more information, follow the instructions in the guide which you will find inside each vehicle). If you lose or damage the cable beyond use, please report it immediately to our Clubhouse team at membership@enterprisecarclub.co.uk or phone them on 0345 266 9290

     

    Click here to watch our easy guide on How to Unplug an Electric Vehicle.

     

    For more information on How to charge an Electric Vehicle, click here.

  • Where do I find the charge card?

    The charge card is kept inside the car and can be found in the glovebox. We recommend that the card remains there when not in use to help ensure it does not go missing during your reservation. They are expensive to replace so please make sure it is present at the end of your reservation.

     

    Click here to watch our easy guide on How to Charge an Electric Vehicle.

  • How long do our electric vehicles take to charge?

    Below shows the approximate times to charge our electric vehicles. Please note that the times shown are only a guide as our electric vehicles will rarely be charged from 0%. Other factors that vary the charge time include ambient temperature, in-vehicle energy loads, any upper and lower charge restrictions to extend battery life and protect against potential damage, and charging rates slowing down as the maximum charge is reached.

     

    Rapid 50kW – Approximately 0-80% in 40 minutes

    Fast 22kW – Approximately 0-100% in 6 hours

    Fast 7kW – Approximately 0-100% in 6 hours

    Slow 3kW – Approximately 0-100% in 14 hours

  • How accurate is the battery percentage and mileage range on electric vehicles?

    The Enterprise Car Club booking system displays the battery percentage and mileage range information for all of our Electric Vehicles. While on charge, the battery readings will update every 15 minutes. While NOT on charge, the values will update every hour. The vehicle will not update while being driven. Please note that the readings are estimates. The true range will depend on drive style.

  • Where can I see the battery percentage of the electric vehicles?

    You can view the battery percentage and mileage range levels on the app and desktop when reserving our Electric Vehicles. You will see the vehicles battery percentage under the vehicle information section. Additionally, you can look for your battery percentage on the dashboard of the vehicle where the fuel gauge is.

  • Where can I get help using hybrid and electric vehicles?

    We have a set of vehicle guides which can be found here. If the vehicle you are looking for does not appear in this list, or you require further assistance, please do not hesitate to contact the Clubhouse on 0345 266 9290.

  • How do I charge my electric vehicle outside of the bay during my reservation?

    All our electric vehicles have a charge card located in the glovebox. This can be used when charging at the bay and at other charge points of the same brand. If you use a charging post from a different operator, simply pay, and claim back the cost via our mobile app.

  • How do I end my electric vehicle reservation?

    As with ending your reservation with non-electric vehicles, once you have turned the engine off, simply open the glove box and place the key fob which is attached to the keys in to the in-car pin pad. You must then make sure to put the vehicle on charge. Each charging post works differently, so please reach out to the charging provider if you are unsure whether the vehicle is charging (check the post for contact details). Next, follow the on-screen prompts on the pin-pad. Once you have completed this step and you have collected all of your belongings, simply lock the car by using our mobile app.

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