Welcome to our FAQ's

Joining

Joining

How do I join?

Easy peasy – you can join in seconds by completing our online application. One of our Clubhouse team will then call you to finalise your application.

Joining

What are the restrictions to joining?

  • Unfortunately we have a minimum age restriction. In order to join City Car Club you must be over the age of 19
  • You must have had your full driving licence for 1 year
  • There are no upper age limits
Joining

I have a non-uk driving licence, can I still join?

Absolutely! We can accept any nationality of driving license for the duration that they are valid in the UK. Please be aware that once a non-UK license has expired it is your responsibility to let us know, as you will no longer be covered by our insurers.

Joining

I have some driving offences, can I still join?

Maybe, it all depends on the nature of your offences. We can accept up to six points on your license – sometimes up to nine. This will be checked and confirmed with you during the joining process.

Joining

What if I am a member of another car club?

We would be more than happy to have you! We know that you will have already paid a membership fee for your other car club, which is why we offer £1 membership if you’re coming from another club. To find out more call the Clubhouse team on 0845 330 1234.

Joining

I’m a disabled driver, can I still join?

Absolutely – just as long as you have a current, valid driving license. Please note that as a stipulation by our insurers when you apply for membership we will have to ask you some general information about any medical conditions that may affect your driving.

Joining

Can I add a partner to my account?

Yes, you can add a partner to your account for just £30 per annum and they will be issued with their own membership card. Please note that you must both reside at the same address and that any usage/fees for both yourself and your partner will be debited from the same payment source.

Joining

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 take a minute to tell us (click here). The more people requesting a vehicle near them, the sooner we will try to get one in place.

Joining

Will I have access to all of your vehicles across the UK?

Yes you will. This is a major benefit of being a member of City Car Club as we have the largest network of club vehicles across 17 cities. Members can access every single one of our vehicles in any city in which we operate. Off on business? Travelling to see family and friends? Book your City Car Club vehicle and pick it up at your destination.

Joining

How do I cancel my membership?

If for some reason you believe that City Car Club isn’t right for your lifestyle, cancelling your membership is easy. Simply email us at membership@citycarclub.co.uk or call the Clubhouse team on 0845 330 1234.

Young drivers

Joining

I am a young driver can I use City Car Club?

Yes, if you are over the age of 19 and have held your full license for more than a year you can become a member with our ‘Under 22‘ membership plan.

Joining

How much does it cost?

Our ‘Under 22′ membership plan is £6 a month (no one off annual membership fee) with a minimum 12 month contract. Our rates are slightly different with younger drivers – standard hourly rates increase by £1.00 while daily rates increase by £10.

Joining

How does insurance work?

You will be covered by comprehensive insurance and have a standard excess of £750 that cannot be lowered.

Joining

What happens if I have an accident?

Hopefully you will never have a bump but if you do, you only have to pay the excess if our insurers deem the accident to be your fault (or the third party cannot be traced). If the repair cost is less than the applicable excess, you’ll only need to pay that amount.

Pricing

Pricing

How does the pricing work?

You can visit our ‘What it costs‘ page to see our current rates. You pay a simple hourly/daily rate for the time you reserve the vehicle plus a mileage charge while we pay for breakdown cover, insurance, MOT’s, servicing, cleaning etc.

Pricing

London Congestion charging – do I have to pay this?

Unfortunately, car club vehicles are not yet exempt – but we are working on it!

If the City Car Club vehicle lives outside the Congestion zone but still within London and you drive into the zone, we will pay the charge and add the cost onto your account at the normal rate of £11.50 (unless the car is sub-100g CO2 as mentioned above).

All London vehicles that are exempt from the congestion charge can be identified by a red congestion charge exempt symbol on our locations page.

Don’t forget, the Congestion Charge is only applicable Monday to Friday between 07:00 and 18:00.

If you enter the charging zone in a vehicle from one of cities outside London (including all cars with emissions of under 100g CO2), you are required to pay the charge directly yourself, as non-London cars are not registered with Transport for London. Failure to do so will incur additional penalties levied by TfL for late payment and an administration charge of £30.

Pricing

How do I pay you?

Payment will be taken from the credit or debit card you applied online with the morning after your reservation ends via Continuous Payment Authorisation. You can keep track of all your reservations, payments and invoices online in your member’s area. Keeping control of your transport budget has never been easier.

We will always give you at least 7 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 0845 330 1234.

Pricing

What is Continuous Payment Authorisation (CPA)?

Continuous Payment Authority transactions are a form of regular payment. When you provide City Car Club with your card details you in turn are authorising us to take payments for using our service via our daily payment system.

Pricing

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. Our online portal allows you to have greater control over your travel costs.

Pricing

How is mileage calculated?

The in-car computers calculate exactly how many miles have been driven during the reservation so we can charge you accurately for your trip.

Pricing

Fuel costs – do I pay this?

No, we pay for your fuel. There is a handy little fuel card slotted in to the on-board computer found in the glove box if you need to refuel, simply use this to pay at the station. We ask that you always try and keep the tank over a quarter full.

Pricing

Insurance – is this included?

Yes, comprehensive insurance with unlimited third party injury and passenger liability cover is included in the cost of your membership.

Driving

Driving

Do I have to bring the vehicle back to the same bay that I picked it up from?

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

Driving

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).

Driving

What happens if the bay I need to return the vehicle to is blocked?

If when you return from your journey and the bay is blocked by another vehicle please call the Clubhouse for instructions on where you can legally park nearby. Once you’ve parked the vehicle we will then report the offending vehicle to Parking Services and arrange for our vehicle to be moved back into the bay.

Driving

What types of vehicle are available?

We categorise our cars into five types, ‘Small’ , ‘Medium’ , ‘Large’, ’7 seat’ and ‘Vans’. See table below for how we have categorised our vehicles:

Take a look at our ‘What it costs‘ page to see the current range of vehicles we have.

Driving

Insurance – is this included?

Yes comprehensive insurance is included in your membership no matter your age or disability, with a standard excess of £750. All the statutory requirements are covered on a comprehensive basis including unlimited third party injury and passenger liability cover.

We have a number of different membership plans that include different perks depending on how you use our service. For instance the ‘Protect’ membership plan will allow you to reduce your excess to £100 (not available to drivers under 22) for £15 per month with no recurring annual membership fee.

See our pricing section for more information – click here

Hopefully you will never have a bump but if you do, you only have to pay the excess if our insurers deem the accident to be your fault (or the third party cannot be traced). If the repair cost is less than the applicable excess, you’ll only need to pay that amount.

Driving

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

All of our vehicles are equipped with a fuel card (you’ll find it tucked into the in-board computer where you enter your PIN). Members simply fill up the vehicle as normal (check whether the vehicle takes petrol or diesel) and hand the fuel card over to the cashier along with the current mileage of the vehicle.

We ask our members to return the vehicles with at least a quarter tank of fuel for the convenience of the next member (you wouldn’t want to get in an empty vehicle now would you)!

Driving

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 on-board computer in the glove box and follow the instructions. 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 on-board computer) as you may be inconveniencing another member.

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.

Driving

How do I work out my mileage?

The on-board computers calculate exactly how many miles have been driven during the reservation so we can charge your account accordingly.

Driving

How do I get into the vehicle, don’t I need a key?

All our vehicles are accessed with a smart-enabled membership card. You simply place it over the card reader on the windscreen and the vehicle will unlock (magic)! Alternatively you can use the unlock feature on our iPhone app. Once inside members tap their PIN into the on-board computer and grab the keys from the designated key storage area.

Driving

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 City Car Club could save your business money as well as being a more convenient and cost optimal travel solution.

Driving

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 0845 330 1234. (Please note – dependent upon the circumstances you may be liable for any costs incurred).

Driving

What should I do if I have an accident?

You must report any traffic accident involving personal injury, loss, damage, or theft to the police immediately and to City Car Club (on 0845 330 1234) 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.

Booking

Booking

Will a vehicle be available when I need it?

This is extremely important to us – in our last annual survey over 90% of members told us that their first choice of vehicle is ‘always’ or ‘almost always’ available.

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 book 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!

Never has this been truer than this year! By the end of the year we will have added over 100 new vehicles to our fleet, including our new small city car – the Toyota Aygo. Ensuring that everyone has access to this perfect (and great value) city car.

Booking

How quickly can I use the vehicle after reserving online?

You can book a car or van a few minutes in advance (if available) and go to the vehicle straight away. Equally you can book 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.

Booking

Can I cancel a reservation?

Of course! You may cancel a reservation at any point between making it and 5 hours before it’s due to begin.

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.

Booking

If I finish my reservation early will I still be charged for the full time I booked?

If you book 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 when making a reservation as to avoid unnecessary costs.

Business

Business

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. Usage charges (for mileage and time) are the same for personal and business memberships. Business membership typically includes several employees and can sometimes attract discounted membership and usage charges especially where the account requires dedicated support from a City Car Club account manager. For details contact business@citycarclub.co.uk

Business

Can I request a city car club vehicle near my office?

Absolutely. Just visit our request a car page and someone will get in touch with you to see how best we can accommodate your needs.

Business

I’m moving offices, where there isn’t a city car club vehicle, what do I do?

Contact your account manager – they will then be able to discuss with you your options and how best we can accommodate you in your new space.

Business

Can I use a vehicle for business?

Yes. Our insurance covers you for personal and business usage. Take a look at our ‘car clubs for business‘ page to see how City Car Club could save your business money as well as being a more convenient and cost optimal travel solution.

Business

How does City Car Club work for businesses?

City Car Club saves hundreds of businesses all over the country time and money by replacing expensive and time consuming company cars, taxi services and grey fleet with access to more than 750 vehicles at a moment’s notice. Say goodbye to processing mileage and expenses claims, arranging safety checks for grey fleet and reservation taxis – just reserve online and jump in!

Once your company 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 – email business@citycarclub.co.uk for more information.

About us

About Us

Where are your full terms and conditions?

You will find a link to our Terms and Conditions on the footer of each page on our website .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.

About Us

Can I avoid calling you on an ’0845′ number?

Absolutely. We use a 0845 number to avoid reprint costs when we move office and to provide an easier to remember number. However if you wish to avoid the costs of calling a 0845 number you can call Clubhouse on 0113 394 3999.

About Us

What do I do if I want to make a complaint?

If you are not satisfied with the service provided by City Car Club you can complain by e-mailing complaints@citycarclub.co.uk. Details of how your complaint will be handled are set out in our complaints policy which you can find here.

About Us

Do you have an ‘out of hours’ facility?

Yes we do! You should use it 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) otherwise, please call the emergency line.

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.

As a fairly new driver it's a great way to get experience in a variety of vehicles. Rob, Brighton

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