Welcome to our FAQ's

Joining

Joining

How do I join?

Quite easily actually, 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
  • Members aged 21 and under pay a compulsory £500 refundable deposit, which you will get back in full once you turn 22, think of it as an untouchable savings account.
Joining

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. Please be aware that once a non-UK licence 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. In most cases we can accept up to six points on your licence – sometimes up to nine. This will be checked and confirmed to 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 on 0845 330 1234.

Joining

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

Of course! As long as you have a current, valid driving licence. 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?

Of course! You can add a partner to your account for just £30 per annum and he/she 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 one bank account.

Joining

There isn’t a car or van near me – can I request one?

We’re always expanding our network of cars, so do keep checking our website for the latest news. To let us know that you would like a car near you please take a minute to tell us (click here). The more people requesting a car near them, the sooner we will try to get one in place.

And if you have an off-road parking space that you?d like to offer as a home for a City Car, please let us know by emailing home@citycarclub.co.uk

Joining

Will I have access to any 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 cars across 14 cities; Members can access every single one of our cars in any city where we operate. Off on business? Travelling to see family and friends? Book your City Car Club car and pick it up at your destination.

Joining

How much could I save?

To find out whether you could save money by joining City Car Club, check out our savings calculator.

Pricing

Pricing

How does the pricing work?

We keep our pricing as simple as possible, you can rent our vehicles by the hour, the cost of which covers: M.O.T, Insurance, Tax, Maintenance, Breakdown Cover and Parking costs; there is also a small cost per mile driven during your reservation to cover the cost of fuel. You can visit our ‘What it costs‘ page to see our current rates and take a look at our cost calculator to work out the cost of a trip.

Pricing

Discount card – what is this?

Our Discount Card is an optional membership plan which allows members to receive a 20% discount off hourly and daily rental rates for a cost of just £15 per month. This brings the hourly rate down to just £3.96 for our small cars!

The Discount Card can be selected when you sign up to City Car Club, or at any stage during your membership. Existing members wishing to take up this option simply need to send an email to membership@citycarclub.co.uk or call us on 0845 330 1234 telling us you would like to take up the discount. You won’t need to be issued with a new membership card.

If you wish to change back to the regular pay-as-you-go tariff (with no monthly fees) just let us know. You can do this at any time after three months of being on the Discount Card tariff.

Pricing

London Congestion charging – do I have to pay this?

Unfortunately, Transport for London does not yet exempt car club cars – but we are working on it!

All London City Car Club vehicles which are exempt from the congestion charge can be identified by a red congestion charge exempt symbol on our locations page. The only vehicles which are exempt are the vehicles which are already based in the congestion zone.

If you drive into the congestion zone in one of our London vehicles we will pay the charge and pass the cost onto you at the normal rate of £10.00, you don’t need to worry about paying the charge yourself, we do this on your behalf and add it to your monthly bill.

If you enter the charging zone in a City Car from one of our Clubs 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. Don’t forget, the Congestion Charge is only applicable Monday to Friday between 07:00 and 18:00.

Pricing

How do I pay you?

We will send you a bill at the end of every month. You can then pay this via direct debit, or you can choose to pay over the phone.

Pricing

How is drive time applied?

The in-car computers calculate exactly how many miles you have driven during the reservation so we can calculate the relevant mileage charge.

Pricing

Fuel costs – do I pay this?

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

Pricing

Insurance – is this included?

Yes, fully 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.

If you’d like to reduce your excess to £100 you can do so by paying £10 per month or a £90 annual payment. Meaning you get 12 months discounted cover for the price of 9. Simply click here to make this change.

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

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.

Driving

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

If when you return from your journey the bay is blocked by another vehicle, please call the Clubhouse for instructions on where the car or van can be legally parked. Once you’ve parked the vehicle, we’ll then report the offending vehicle to Parking Services and arrange for the City Car to be moved back into the bay.

Driving

What types of car or van 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 cars we have.

Driving

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

All of our cars are equipped with a fuel card. Members simply fill up the car as normal (check whether the car takes petrol or diesel!) and hand the fuel card over to the cashier along with the current mileage of the car.

We ask our members to return the cars with at least a quarter tank of fuel for the convenience of the next member.

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 computer in the glove box and follow the instructions. If you have a smartphone you can also extend your reservation via our mobile site.

However, if you run late without letting us know or extending, you will be charged for the next 15 minutes at the standard rate of the vehicle plus 20p per minute. An additional £30 charge will apply if you run late by 15 minutes or more. Additionally, any costs accrued by any member who is kept waiting may be passed on.

In the event you accidentally make a back to back reservation on the same vehicle instead of extending, please email us so we are able to manually adjust your reservation. (Please don’t make another reservation following your first) Contact us if you are unsure.

Driving

How do I work out my mileage?

You don’t have to. The in-car computer will calculate exactly how many miles you have driven during your reservation and display it to you whilst you’re ending your reservation.

We also allow you to work out your estimated mileage for each journey during the reservation process, meaning you will know roughly how much your journey is going to cost.

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 car doors will unlock. 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.)

Driving

What should I do if I have an accident?

You must report any traffic accident involving personal injury, and any 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 surveys show that on the rare occasion that our members’ first choice of car isn’t available, 99% of members are able to reserve an alternative car close by for the time they wanted.

Ensuring that members can reserve 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 cars!

Never has this been truer than this year! By the end of 2013 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 little city car.

Booking

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 car straight away. Equally you can reserve up to one year in advance. If you cancel a reservation more than 5 hours in advance there is no charge.

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.

During Bank Holidays you may be required to give more notice of a cancelation.

Booking

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 when making a reservation as to avoid unnecessary costs.

Business

Business

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

Quite simply yes!

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.

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

Flexible Invoicing?

At the end of each month, you will receive an itemised invoice detailing all trips made. You can even add a remark when making a reservation so you can see the purpose of each trip.

Businesses can choose between having invoices sent to each individual driver, or a designated account manager can request to receive a single consolidated invoice for peace of mind and convenience.

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 by having access to more than 600 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 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 trips by driver. Simple!

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 penalty charges 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?

We use an ’0845′ number so you can still find us easily if we were to move office. However if you wish to avoid the cost of calling an 0845 number you can call the 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 read by clicking here.

About Us

Do you have an ‘out of hours’ facitlity?

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.
  • Breakdown
  • A fuel station is unable to accept the fuel card and you do not have the means to pay yourself and 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 don’t connect to person but leave a voicemail when you;

  • Notice cosmetic damage that has not previously been reported on the damage card.
  • Small extension to reservation between the hours of 2300 to 0500. (please remember you can always extend from the on-board computer). As it is unlikely a back to back reservation will affect other members in these hours. you can leave a message and the reservation will be amended retrospectively.) *
  • Booking extensions (these will be chargeable at £5.00 per reservation if you call out of hours).*
  • If the bay is blocked and you have parked legally you can leave a detailed message advising type of space, location, approximate distance from the bay.
  • For any account, invoice, membership queries, please contact in standard office opening hours.
  • Reporting cleanliness.
  • 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. Otherwise please speak to the Clubhouse in normal office 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.

It works for me, I get the car I want, when I want, without the hassle. John, Bath

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