Member Policies

Please take a moment to review the basic steps and reminders below. Understanding some simple guidelines makes for a better car club experience for you and your fellow members. If Enterprise Car Club is at your work site for business use, your policies may differ from those listed below.

Click here to view your Member Guide, an on-the-go quick reference guide.

Reserve

• Go mobile with our Enterprise Car Club app, available for iOS and Android. Make, amend, cancel, or extend your reservations right from your smartphone.
• Don’t have a smartphone? Visit our website or call our friendly Clubhouse team on 0345 266 9290.
• Log in using your member ID and password.
• Select the time you need and search for vehicles in your desired location. Reserve 15-minute increments with a half hour minimum reservation required.
• Confirm your reservation. You will receive a confirmation email with details and directions to the vehicle.

Unlock and Go

• Locate your reserved 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. 
• Take 5 Before You Drive. To ensure you are not charged for any damage you have not caused, you must check the vehicle BEFORE your rental journey starts using our easy-to-use ‘Damage Evaluator’ tool. This is tool is located inside the glovebox, click here for a video on how to use the tool. If the tool indicates the damage should be reported, please email a description with time-stamped photos to helpdeskstaff@enterprisecarclub.co.uk. We will then make a note on your account. If for whatever reason emailing in photos is not possible, please call the Clubhouse team on 0345 266 9290 or call for free from the in-car PIN pad – again, making sure you do so before you drive away from the vehicle’s designated parking bay.
• 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 (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. 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 (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 (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. (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. 
• 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 twenty four 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 (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.