Unlock and Go

• Locate your reserved vehicle.
• Use the Enterprise Car Club app to unlock the vehicle from your phone. Once the green light appears, you can open the car.
• 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 carclubdamage@em.com.
• To get the vehicle keys, enter your PIN number sent to you in the reservation email 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. 
• 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.

Reservation call charges

• 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 £4.00 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 £8.00 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 £4.00 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 separate 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.
• For more information regarding the London Congestion Charge, including the area that it covers, please visit the Transport for London Website here.
   

Return of vehicles

It is essential to return cars on time, and back to their designated parking bay, 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 are still within your reservation time & the vehicle is available to extend in the app as no other member is inconvenienced, there is no charge (except for the additional time used at the normal hourly rate).
• 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 - totaling £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).
• If an extension does impede another member’s reservation you will be charged the cost of alternative transport for the other member on top of any of the above correlating fees.
• Where a vehicle in unavailable to extend due to conflicting member booking, the member can only amend their reservation by calling the Clubhouse. Please see the 'Reservation Call Charges' section above for more information on what charges may apply.
• If you fail to return the vehicle back to its designated parking bay You will incur a charge of £30, plus the cost to relocate the vehicle back to its bay. These charges can be in addition to any parking ticket a vehicle may attract when parked outside its designated parking bay.

For more information, read our useful blog here.

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.

Cleanliness Expectations

Please remember that Enterprise Car Club is exactly that, a club, where all members can use shared community-based vehicles which deliver a whole host of environmental and operational benefits. When it comes to cleanliness both Enterprise and members play a role. Enterprise has for a long time set the bar extremely high when it comes to safety. We visit our vehicles every 7 - 14 days for cleaning. The rigour of this cleaning process is backed by the ‘Standard of Care’. Between cleaning visits, in line with the ‘Car Club Code’ (see below), members are responsible for leaving the vehicles how they would like to find them – clean, with all rubbish removed. To monitor this we have a warning and fining system in place for any member leaving the vehicle in an unacceptable condition. Should you encounter this please report it to the Clubhouse 0345 266 9290 or email helpdesk@enterprisecarclub.co.uk.

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.
 

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.

Damage Protection and Road-Tax

All our drivers are covered by damage protection. Members are covered to drive our vehicles with a damage waiver excess of £1,000 for cars and £1,250 for vans. 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 damage protection team 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