Member Policies
Please take a moment to review the basic steps and reminders below. Understanding some simple guidelines makes for a better car sharing experience for you and your fellow members. If Enterprise CarShare 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 for car sharing.
Reserve
- CarShare at the speed of YOU. Go mobile with our new Enterprise CarShare app, available for iOS and Android. Use the app to manage your trip from start to finish.
- Log in to the app or desktop site using your member ID and password.
- Select the time you need and search for vehicles in your desired area. Reserve 15-minute increments with a one-hour minimum.
- Confirm your reservation. You will receive a confirmation email with details and directions to the vehicle.
Unlock and Go
- When you arrive at your reserved vehicle, select "Unlock" on your mobile app. The keys will be inside in the vehicle. Now you're ready to roll!
- You must use the mobile app to access the vehicle. Only you or another approved driver on the same Enterprise CarShare account is allowed to drive the vehicle during your reservation.
- Take 5 Before You Drive. Before you go, take a minute or two to check the vehicle for damage. You’ll find a Damage Evaluator and instructions in the glove box. Contact Us to report any damage or vehicle issues to our emergency line before driving away to avoid being held responsible.
- Remove the key from the key holder located inside the glove box.
- Bring the keys with you! Use your key to lock and unlock the vehicle during your reservation.
- Smoking in the vehicle is not allowed.
- Pets are required to be crated at all times while in the vehicle.* Please return vehicle free of pet hair.
- Let us know about any problems right away. If you believe the vehicle needs service, or in the unfortunate event that you are in an accident that requires vehicle or roadside assistance, please contact us immediately so we can assist you.
- In case of an accident, please refer to the Accident Checklist located in the vehicle’s glove box. Failure to immediately report and collect all accident information may result in additional damage charges, fees and/or termination of membership.
Return
- Fuel is included! You are required to return the vehicle with at least a ¼ tank or more. Use the pre-paid fuel card located in the vehicle. Simply swipe the card at the pump before fueling. When prompted, enter the unique fuel pin number and the odometer reading from the car. Please refer to your reservation confirmations and member messages for the new pin.
- If you experience trouble using the pre-paid fuel card, please Contact Us. You may be asked to pay for fuel and submit your receipt for quick reimbursement. Please note that receipt must include gallons purchased.
- Please return your vehicle on time.
- If you need more time, extend online or with our app prior to the end of your reservation. Late fees are incurred for returning or extending after your reservation has ended. If your extension or late return delays another member who has reserved the vehicle you are driving, additional costs may be incurred to accommodate them.
- Return the vehicle to its designated parking space (where you found it).
- Do not park your personally owned vehicle in the Enterprise CarShare space - unauthorized vehicles may be towed. If you are unable to return your reserved vehicle to its designated space because it is occupied or blocked, please Contact Us right away. 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 trash or spills, return seats to upright position, remove keys from ignition, and turn off the lights and engine. If the next member reports that the car has been left in an unacceptable condition, you may be charged a fee.
- Don’t forget your stuff. Enterprise CarShare is not responsible for the loss of items left behind.
- Place the key in thy key holder located in glove box. Make sure the fob “snaps” back into the holder.
- Exit the vehicle (do not manually lock the doors).
- Select “lock and end trip” on your mobile app to complete your reservation.
- Once the doors lock, your rental has ended.
Billing
Payment
- The credit card on file MUST be in the name of the primary member (account holder).
- The card on file must be a major credit card.
- The final cost of your reservation (including total time, mileage overages, and fees) will be charged to your pre-authorized credit card on file. You will receive an emailed payment receipt for any charge billed.
Reservation Cancellation Policy
- We know that plans can change. If you need to cancel or change a reservation, you can do so online or by phone (877.599.3227) before your reservation begins.
- Please cancel at least 3 hours before your reservation begins. If you cancel or shorten with less than 3 hours’ notice, you will be billed for the first 3 hours of your reservation or the cost of your reservation, whichever is less.
- If you do not cancel your reservation and do not drive, you will be billed for the full estimated cost of your reservation, including estimated mileage.
- If your account is suspended for non-payment, inability to validate your driver’s license or other violation of your terms of use, your standing reservations may be cancelled.
Returning Early
- If you plan to return your vehicle earlier than expected, simply shorten your reservation online or with our app.
- Starting at the time you notify us of your early return, you are responsible for 3 hours of your canceled time, or the remainder of your trip, whichever is less.
Fee Schedule
To ensure that everyone is doing their part to consider their fellow members, members who break the rules will be charged a penalty, not to exceed the following limits, plus costs incurred**:
Low Fuel
Returned the vehicle with less than ¼ tank
Up to $50
Late Extend
Extended your reservation after your end time
$25
+cost of additional time
Late Return
Returned the vehicle after your reservation end time
$50
+cost of additional time
Inconvenience Fee
Delayed or inconvenienced another member
$50
Vehicle Returned Improperly
Vehicle was returned in unacceptable condition, to the wrong location or without properly ending your trip. Includes but is not limited to: failure to remove personal items or trash, turn off lights or ignition, leave vehicle in clean condition, return key to key holder, close windows, return seats to passenger-ready position, return vehicle to the original assigned parking space, or properly end trip in the mobile app.
$50
+ Costs incurred
Smoking
Next driver reported evidence of smoking such as strong odor, ashes, etc.
$50
+ Costs incurred
Pet Occupancy
Next driver reported pet hair or mess in vehicle
$50
+ Costs incurred
No Reservation
Accessed or drove vehicle without a reservation (includes taking wrong car)
$50
+ Cost of additional time
Roadside Service as a result of member error or negligence
(When provided roadside assistance is a result of member error or negligence, such as lock out service, fuel delivery, jump start or flat tire, member will be responsible for fee and costs incurred.)
$50
+ Costs incurred
Vehicle Not Locked
For failure to return ignition key fob to holder in glove box and lock vehicle with mobile app at the end of your trip (reservation not ended properly)
$50
Missing Ignition Key
$50
+ Cost of key replacement
Missing Parking Pass / Fuel Card
$50
Unauthorized Driver
Allowed operation of vehicle by person other than approved driver on member account
Account Termination
+ Costs incurred
Equipment Tampering
Unauthorized contact with or modification to vehicle or car sharing technology
Account Termination
+ Costs incurred
Administrative Fee for:
Bounced Invoice/Payment
$25
Tolls/Citations
Transfer or payments of unpaid parking/toll violation incurred during your reservations (cost of ticket additional)