FAQ

NOTE: If Enterprise CarShare is on your university or corporate campus, your rules and policies may differ from those listed below. Please refer to your program page for details.

FAQ Topics

  • Mobile Requirements

  • How do I use my Mobile App to start and end my trip?

    For a quick tutorial watch our how -it-works video.

    Pick Up

    1. Arrive at your vehicle no more than 5 minutes prior to your reservation start time.

    2. Unlock the vehicle. Select “Unlock & Drive” on your mobile app. The doors will unlock. Enable Bluetooth to help ensure the fastest, and most reliable connection to your vehicle.

    3. Complete the checklist and select "Start Trip" to begin driving. This includes checking for interior and exterior damage.

    4. Remove key fob from the glovebox keyholder inside the glove box. 

    5. When you reach a destination, take the keys with you. During your trip use the keys to lock and unlock, just like you would a normal vehicle. 

    Return

    1. When you're ready to lock and secure the vehicle, turn off the ignition.

    2. insert the circular fob on the keys back into the glovebox keyholder.

    3. Exit the vehicle and shut all doors but DO NOT manually lock them.

    4. Select “Lock & End Trip” on your mobile app. You’ll know you’ve successfully ended your trip when the doors lock.

    5. Our dynamic checklist ensures you've secured the vehicle and ended your trip properly.

  • I don’t have a smart phone. Can I still be a member?

    The only way to start and end a trip is with the CarShare app downloaded on a smartphone or tablet that has a data plan or Bluetooth capabilities. 

    To learn about other Enterprise Mobility transportation solutions available in the Toronto area, visit the Enterprise Rent-A-Car and Enterprise Truck Rental websites. 

    smartphone, smart phone, no smart phone.
  • What kind of phone do I need?

    The Enterprise CarShare mobile app requires iOS 14.0 or later or version 11 Android devices.

  • Can I use a tablet?

    Yes, the mobile app is compatible with most tablet devices.

  • What if my phone dies or breaks during the reservation?

    If you’re unable to use your personal device, please contact Member Services for assistance at 1-844-341-7888 so we can assist you with securing the vehicle.

  • What if the car is parked in a garage and you don't have signal?

    Enabling Bluetooth at all locations helps ensure a faster, more reliable connection to your vehicle and is required at some locations. You will be prompted to do so at the start of your trip. We recommend confirming your reservation details in the mobile app before visiting any “Bluetooth Required” locations.

  • Do I need cellular data to access a car?

    No, but you must book your reservations while connected to Wi-Fi. Follow these steps to access vehicles without a data connection:

    1. Download the Enterprise CarShare mobile app on a compatible smart phone or tablet.
    2. Enable your device’s face/fingerprint authentication to unlock the Enterprise CarShare mobile app when not connected with Wi-Fi or data.
    3. Connect to Wi-Fi and reserve your trip. Wait until the mobile app confirms your booking is complete before disconnecting.
    4. At the vehicle, use the app to start and end your trip without a Wi-Fi or data connection. If you’re logged out of the app, use face/fingerprint authentication to log back in.
    5. Important! You'll need to connect to Wi-Fi one more time during your reservation to enable the “Lock and End Trip” option in the mobile app.

     

     

  • General

  • What is car sharing?

    Car sharing is a membership based program where, once you join, you can rent a vehicle 24/7. Cars are parked in designated spots on the street or in a lot, close to where you live and work. Members can rent a vehicle for an hour, a day, or overnight.

    how does car sharing work
  • How much does it cost?

    There’s a one-time application fee and an annual or monthly membership fee, depending on your program and rate plan. Rates vary by city, location and time. Check your program page for more information.

  • Where are the cars located?

    Cars are parked in designated spots on the street or in a lot, close to where you live and work. Locations vary by city. See your program page for more information.

    where are the vehicles, locations
  • How do I know if it’s for me?

    Car sharing is the perfect complement for your on-the-go lifestyle. We know you could use a variety of public transportation options such as taking the train, the bus, walking, or biking. But, sometimes you need a car.

  • Join

  • I’m ready to join. How do I become a member?
    • It’s easy to get started! First, choose a car sharing program near you and review our member eligibility policy carefully. You’ll need a valid driver’s license, and in most cases, a valid major credit card in your name. Next, fill out the online application.
    • International Drivers’ Licenses Accepted! If you have a qualified driver’s license from another country and/or an international permit, you’ll just need to show it to a local Enterprise CarShare representative.  (We’ll contact you with further instructions upon application.)
    • Once your membership has been approved, you’ll receive an email confirmation. We’ll mail you a membership card* and welcome brochure with your member ID number—you’ll need this to log in and reserve. Please note it may take up to 7 business days to receive your membership materials.
    • Ready to get started? Join now
    registration, register, how do I join, how do i get started, started, joining, want to join
  • How can I ensure my application is approved quickly?

    Be sure you’ve entered the following correctly on your application:

    • Name as it’s shown on your license
    • Credit card is in your name with correct billing address (on your credit card statement)
    • Local address listed on your application (no PO BOX)
    • A valid university or college email address when applying to a university rate plan
  • I applied. Where is my member ID?

    When your membership is approved, we will send you your membership ID to the email address you applied with.  Once you have that you can login and manage your trips!

  • Do you offer corporate or school affiliated programs?

    Yes. Check our program locations page to see if your company or school is already an Enterprise CarShare member.  If we’re not on your campus yet, you can request information to start a program online by submitting an RFP

  • Are there special family memberships?

    Family and multi-driver memberships are available in some locations.  Visit your program page or contact us today to learn more about this special membership offer. 

  • Reserve

  • Do you have an app?

    Go mobile with our Enterprise CarShare app! Manage your on-the-go rental needs, directly from your mobile device.

     

    Once you log-in to the app, you’ll enjoy the following:

    - Automatic geolocation to find vehicles closest to you

    - Create, modify or cancel reservations in just a few clicks

    - Unlock the vehicle and end your trip with the click of a button

    - View current rental or extend your reservation

    - Upload gas receipts on-the-go

     

    Download now for Android or iPhone.

    mobile app, android app, ios, cell phone, application, cellular device, iphone app
  • How do I make a reservation?

    Use your member ID and personally selected password to log in online via your desktop or mobile device. Select the time you need and search for vehicles in your desired area.  Reserve and use 24/7 with an hour minimum, with as little notice as you like.  You’ll receive a confirmation email with details and directions to the vehicle. You can also call us 24/7 to make or extend your reservation (a booking charge may apply).

  • What type of car can I reserve?

    We have an assortment of vehicles ranging in class from Economy to Luxury, with availability varying by location. Cargo vans for hauling are available in most major cities.  To see what vehicles are available in your neighborhood, visit your program page.

  • How long can I book a reservation for?

    Reservations can be as short as 90 minutes and increase by 15 minutes as required. Maximum reservation length is typically fourteen days, but can vary based on your program. If you need a car longer than fourteen days, give us a call and we’ll do our best to accommodate your driving needs.

  • How long in advance must I reserve a vehicle?

    You can book on the spur-of-the-moment, or up to 6 months in advance. There is no standard or required time frame to arrange for a vehicle. It is always a good idea to book as soon as you know that you want to drive.

  • What is the reservation cancellation policy?

    To maximize availability for all members, we ask for notice when canceling your reserved time, or a fee may apply. Your reservation cancellation policy may differ depending on your program and location. Please visit your program page for exact details.

  • Can I pick up a car from one place, and drop it at another?

    No. Vehicles must be returned to the lot they were picked up at.

  • Can I drive out of province or into the U.S.?

    Yes. Please refer to the Terms and Conditions on your program page for restrictions.

  • Unlock & Go

  • How do I unlock the vehicle?

    When you arrive at your reserved vehicle, select "Unlock & Drive" on your mobile app. The doors will unlock. Enable Bluetooth for the fastest and most reliable connection to your vehicle.

     

    Complete the checklist and select "Start Trip" to begin driving. This includes checking for interior and exterior damage.

     

    The keys will be inside in the vehicle. Now you're ready to roll! 

  • What if I cannot find the vehicle when I go to begin my reservation?

    Before heading to pick up a vehicle, it’s important to check your online account to ensure your reservation has been booked properly and review your confirmation email, which will include details about your reserved vehicle and location. If you get to the Enterprise CarShare parking area and your car is not there, call us and we will assist you by locating the vehicle or switching your reservation to another available vehicle.

  • Who can drive the cars?

    Only you or another driver approved on your Enterprise CarShare account can drive the vehicle during your reservation.

  • Who is responsible for filling the gas tank?

    Fuel is included! One of the responsibilities of membership is to refill the gas tank when it drops to ¼ full during your car sharing period. Be sure to return the fuel card to the same place you found it after you've filled the tank. Failure to return the vehicle with a minimum ¼ tank of fuel or a lost fuel card could result in a fee. If the station you visit does not accept our fuel card, you can send in your receipt and we will reimburse you.

    fuel, gas
  • How do I refuel the vehicle?

    Use the fuel card located in the vehicle. You’ll need to provide a unique fuel PIN when paying. Review member policies on your program page for more details. Fill the tank with regular fuel and replace the gas cap, then return the fuel card where you found it. If you experience trouble using the fuel card, contact Member Services for assistance. You may be asked to pay for fuel and submit your final (not prepay) receipt within 30 days for your account to be credited.  

    We are making changes to the Enterprise CarShare user experience.

     

    By the end of January, all fuel cards will be changed so they can be used at any pay-at-the-pump station. Please review the fueling process here.

    We are making changes to the Enterprise CarShare user experience.

     

    By the end of January, all fuel cards will be changed so they can be used at any pay-at-the-pump station. Please review the fueling process here.

    We are making changes to the Enterprise CarShare user experience.

     

    By the end of January, all fuel cards will be changed so they can be used at any pay-at-the-pump station. Please review the fueling process here.

    We are making changes to the Enterprise CarShare user experience.

     

    By the end of January, all fuel cards will be changed so they can be used at any pay-at-the-pump station. Please review the fueling process here.

  • Are pets allowed in the vehicles?

    First, avoid vehicles labeled as “pet-free.” Pets are required to be crated at all times while in non-pet-free vehicles. (Service animals used by members or passengers with disabilities are allowed in the vehicle without a carrier.) Please return the vehicle free of pet hair. Pet hair on the seats may result in a cleaning fee.

  • Can I smoke in a car?

    No—there is a fine for smoking in our vehicles.

  • Am I responsible for cleaning the vehicle?

    You are responsible for picking up trash and taking personal belongings upon exiting the vehicle.  If you find the vehicle in less than acceptable condition at the start of your reservation, call Member Services immediately to avoid a fee. Be sure to leave the vehicle in good condition for the next member. If the member using the vehicle after you reports that the vehicle was left in an unacceptable condition, you may be assessed a fee

  • What happens if the vehicle breaks down during the reservation?

    In the event of a breakdown, flat tire or other problem, call us immediately so we can dispatch our 24-hour roadside assistance.

  • What if I need a vehicle equipped with a Mobility Device?

    Enterprise CarShare is committed to providing mobility options for our customers with disabilities. Mobility devices including left hand controls with spinner knobs, left foot accelerators and pedal extenders are available at no additional charge.

    Due to the unique nature of our services and the fact that mobility devices require installation, please contact a service representative by phone, 24 hours a day at 866-225-4284 to reserve a vehicle with such devices. Please note mobility device-equipped vehicles will be provided by Enterprise Rent-A-Car. 48 hours advanced notice is required. Visit our Customers with Disabilities page for more information.

  • How do I use my Mobile App to start and end my trip?

    For a quick tutorial watch our how -it-works video.

    Pick Up

    1. Arrive at your vehicle no more than 5 minutes prior to your reservation start time.

    2. Unlock the vehicle. Select “Unlock & Drive” on your mobile app. The doors will unlock. Enable Bluetooth to help ensure the fastest, and most reliable connection to your vehicle.

    3. Complete the checklist and select "Start Trip" to begin driving. This includes checking for interior and exterior damage.

    4. Remove key fob from the glovebox keyholder inside the glove box. 

    5. When you reach a destination, take the keys with you. During your trip use the keys to lock and unlock, just like you would a normal vehicle. 

    Return

    1. When you're ready to lock and secure the vehicle, turn off the ignition.

    2. insert the circular fob on the keys back into the glovebox keyholder.

    3. Exit the vehicle and shut all doors but DO NOT manually lock them.

    4. Select “Lock & End Trip” on your mobile app. You’ll know you’ve successfully ended your trip when the doors lock.

    5. Our dynamic checklist ensures you've secured the vehicle and ended your trip properly.

  • Why won't the Mobile App unlock my vehicle?

    Locations underground/ low mobile signal will require Bluetooth for a reliable connection. These locations are marked "Bluetooth Required" in the lot name. We recommend enabling Bluetooth to help ensure a faster more reliable connection at all locations.

     

    If you are experiencing problems unlocking the vehicle for your reservation, please call for assistance.

  • Return

  • How do I end my reservation?

    Return the vehicle to its designated parking space. 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 (if applicable), and turn off the lights and engine.
    • Take all your personal belongings. Don’t forget your stuff!

    End of Trip Experience:

    • Turn off the vehicle.
    • Return the circular fob on the ignition key to the glovebox keyholder. 
    • Exit the vehicle, close the doors but do not manually lock them. 
    • Select “Lock & End Trip” in the mobile app. 
    • Our dynamic checklist ensures you’ve secured the vehicle and ended your trip properly.

    Please note: Simply returning the car to its designated parking space will not notify us that the car has been returned—you must also complete the steps above to ensure your reservations ends, or late fees may apply. If you decide to end your trip early, please consider using the "Return Early" feature on the app or website to make the car available for other members.

  • What if I am running late bringing the vehicle back?

    Returning the vehicle late or extending after your reservation has ended will incur a fee. If you know you're going to be late, extend online, with our app, or by phone before the end of your reserved time. If there's no reservation right after yours, we can extend your reservation without a problem. If your extension or late return delays another member who has reserved the vehicle you are driving, an inconvenience fee may apply.

  • Do I get credit for returning my car early?

    Sometimes. If you plan to return your vehicle earlier than expected, simply shorten your reservation online, with our app, or by phone. Your reservation cancellation policy may differ depending on your program and location. Please visit your program page for exact details.

  • What happens when I return the vehicle and there is an unauthorized vehicle in the reserved parking area?

    Contact us immediately so we can make arrangements to remove the unauthorized vehicle and give you directions on where to park.  We may ask you to find another parking space close by and provide location details to us so we can move the vehicle or direct the next member to the car.

  • How can I retrieve personal belongings I left in the car?

    Always check the vehicle before exiting to ensure you have all of your belongings and that the vehicle is clean and fueled. If you do leave behind an item, contact Member Services for temporary access to the car as long as it isn’t on reservation with another member. Please be aware that Enterprise is not responsible for any personal belongings left behind. 

  • Billing

  • How do I pay?

    You’ll keep a credit card on file to pay for your reservations.  Depending on your program location and membership, reservations may be charged when you book or at the time of your reservation.  Additional time, mileage and fees will be charged as they are incurred and applied to the total cost of your trip.  The card on file must be a major credit card and must be in the name of the primary member (account holder). 

    Annual memberships renew automatically and any applicable membership fee will be charged upon the anniversary month of your join date.  For more details on payment, review member policies on your program page.

  • Is mileage included in my hourly rate?

    Depending on the plan you choose, your rate may also include a limited amount of kilometres per reservation, reserved day or hour.  Any kilometres over your limit will be charged at a low per-kilometre rate. Check your program page for your rate plan’s mileage limit and per-kilometre charge.

  • How do overnight charges work?

    If you would like to keep the car overnight, discounted overnight rates may apply. Check your program page or contact us for more information.  If you reserve a car for a full 24 hours, overnight hours will be included as part of your daily rate.

  • What is “driving credit”?

    Driving credit can be applied toward reservation time and mileage.  It is automatically applied to eligible costs and cannot be transferred, applied to previous rentals or balances owed or other fees/charges,and has no actual cash value or surrender value.

  • How do I cancel or unsubscribe from my CarShare membership?

    Please contact us by phone or email to cancel your membership so that we can review your account and provide further instructions.

    cancelling, delete, account, stop, cancel, quit, unsubscribe, terminate
  • Insurance & Damage

  • Am I covered to drive?

    Physical damage and liability protection is included in your low, hourly rate and coverage levels vary by program. In some markets, you may purchase additional coverage options for your hourly or daily rental to cover you for the year, or use your credit card coverage (where applicable). Review your program page for specific information.

  • What if I get into an accident?

    Call 911 if there is personal injury or criminal activity. Please call us to notify us of the accident immediately so that we can create a report of the information you collect and assist you in any way possible.  We’ll be sure to make alternate arrangements for the next Enterprise CarShare member that has a reservation for that vehicle.

    If you are in an accident with another vehicle, we will respond to claims from other parties up to the limits required by the province and as described in the terms and conditions of your application.

  • What happens if I damage the vehicle?

    If the vehicle is damaged during your reservation, you may be responsible for a damage fee. Liability and Damage Waiver coverage varies by program or location.  Please review your program page or contact us for more information.  Please do not attempt to repair a vehicle on your own. Report any damage or vehicle issues to Member Services before continuing to drive to ensure your safety and avoid further damage or cost. 

  • What if the vehicle is damaged when I arrive for my rental?

    You’ll find a Damage Evaluator and instructions in the glove box. Before driving away, please take a few minutes to check for any damage or vehicle issues and report to our emergency line (phone number) immediately to avoid being charged fees for damages that may have existed prior to your use of the vehicle. Failure to report damage could result in suspension or termination of membership.

    We don't want to hold you responsible for damage that existed prior to your use of the car. Please take a few minutes before you drive to inspect the car prior to each rental. In the glove box, you’ll find a damage evaluator and instructions for reporting damage or vehicle issues at the time of pick up. Please call us immediately to report any problems so that we can document the vehicle’s condition prior to your use and, if needed, make other arrangements for you. 

  • Business/Government

  • If Enterprise CarShare is on your work site for business use, your rules and policies may differ from those listed below. Please refer to your program-specific page for more details.

     

  • How do I sign up as a member on my employer's account?

    You can join by visiting your organization’s location page or via a link provided by your employer.

  • How do I remove a member from our business or government account?

    The account administrator can contact us to remove a member from the account.  We’ll provide instructions for returning membership card or fob. 

  • Are there special memberships for business accounts?

    Yes! We develop custom programs for businesses, governments and universities based on your organization’s size, needs and goals. These memberships range from placing a few cars near your building, to offering a private fleet for your employees only.

    Contact us today and learn about how we can help your organization save time, save money, reduce emissions and be a leader in your community.

  • Who can use the vehicles that are near our building?

    Because business accounts are customizable, it depends on your specific program. Some organizations elect to have us place a few cars near their office but are open to anyone in the city to use them. Other organizations have us set up entirely as a private fleet just for their employees and clients to use. Contact us today to learn more about the best and cost-effective transportation solution for your organization.

     

    See how other companies did it by viewing our case studies. 

  • Does an organization’s car sharing program include physical damage or liability protection?

    Business and Government physical damage and liability protection coverage vary by program. Options are available. Contact us for details.

    insurance
  • What types of vehicles are available?

    Enterprise has the world’s largest and most diverse fleet of vehicles. When you rent from Enterprise CarShare, you can choose from a variety of newer model and well-maintained vehicles. We will evaluate your organization’s needs and suggest specific car models that best fit your business. We offer a large and diverse fleet, including fuel-efficient vehicles, SUVs, cargo vehicles, electric and hybrid models.

  • Who pays for a traffic ticket?

    The member is responsible for paying for all traffic or parking tickets while using an Enterprise CarShare vehicle.

  • How do I pay for tolls?

    Members are responsible for paying any tolls they incur when traveling on toll roads. Toronto vehicles do not have toll passes and members should NOT attempt to use their personal toll accounts. Tolls are managed via cameras; if a CarShare vehicle travels through a toll, a photo is taken of the license. You will then be billed $3.95 per trip, plus the 407 toll cost. Please note that toll charges occur monthly, so you will be billed separately from your reservation.

  • Who is responsible for filling the gas tank?

    Fuel policies will vary by business account.

     

    If sharing cars with the city, please refill the gas tank when it drops to ¼ full during your car sharing period. Be sure to return the fuel card to the same place you found it after you've filled the tank. Failure to return the vehicle with a minimum ¼ tank of fuel or a lost fuel card could result in a fee. If the station you visit does not accept our fuel card, you can send in your receipt and we will reimburse you.

      

    If your program is exclusive to those only within your company, please refer to your company’s travel policy. 

  • How do we refuel the vehicle?

    If sharing cars with the city, use the fuel card located in the vehicle. If you program has an in-car keypad, the fuel card is located in a slot on the left side of the keypad; if not, it can be found in the glove box. You’ll need to provide a unique fuel PIN when paying. Review member policies on your program page for more details. Fill the tank with regular fuel and replace the gas cap, then return the fuel card where you found it. If you experience trouble using the fuel card, contact Member Services for assistance. You may be asked to pay for fuel and submit your final (not prepay) receipt within 30 days for your account to be credited.

     

    If your program is exclusive to those only within your company, please refer to your company’s travel policy. 

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