Welcome to Enterprise CarShare

 

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

  • Go mobile with our new Enterprise CarShare app, available for iOS and Android. Make, change, cancel, or extend your reservations right from your smartphone.
     

  • Don’t have a smartphone? Visit our mobile-friendly site! (You may also call our Reservation Hotline 24/7 at 416.840.4444. A $2.50 booking charge applies to all new and change reservation transactions made through an operator, including extending or returning your reservation early.)
     

  • Log in using your member ID and password.
     

    • If you’ve forgotten your password, select “Forgot Password” on the login page. Enter your Member ID and select click “Recover Password” – a link will be emailed to you.
       
  • Select the time you need and search for vehicles in your desired area. Reserve 15-minute increments with a 45 minute minimum. 
     

    • You can save addresses to your profile, such as your home or work, or search locations by address, neighbourhood or TTC stop.
       
  • Confirm your reservation. You will receive a confirmation email with details and directions to the vehicle. 

Unlock and Go

  • Locate your reserved vehicle. Every vehicle is numbered – you will find the vehicle number in the front window.
     

  • Place your membership card over the reader on the windshield. The doors will unlock when the light turns green.
     

    • A red light could mean that you are too early or at the wrong vehicle. Give us a call if you continue to see a red light or no light and the car is not unlocking.
       

    • You must bring your membership card with you to the car. It is the only way 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. If you find any damage or vehicle issues, please use the below guidelines to assess the need to report to our Reservation hotline (416.840.4444) before driving away to avoid being held responsible. We’ll document the vehicle’s condition prior to your use and, if needed, make other arrangements for you.
     

    • Exterior body damage larger than 2” damage evaluator circle, or hole/tear of any size.
       

    • Bumper damage larger than 6” (size of damage evaluator edge), or hole/tear of any size. Scratches along underside of bumper do not need to be reported.
       

    • Any cracks or chips in headlights, side lamps, mirrors or glass
       

    • If you see our “Damage Reported” sticker placed on the middle of any damage you find, there is no need to report it. If you’re unsure, always call our Reservation Line so you’re not held responsible for the damage.
       

  • Find the key tethered by the ignition to start the car.
     

  • Use your membership card to lock and unlock the vehicle during your reservation.
     

    • Every time you exit the vehicle during your reservation and at the end of your trip, ensure that you remove the keys from the ignition. Hold your membership card to the reader until the doors have locked and the light flashes green.
       

    • Automatic log out: If you turn off the engine but do not use your membership card to log out, you may need to hold your card over the reader on the windshield to lock and unlock in order to start the vehicle again.
       

  • Inside the car, you will find insurance, registration, our member guide and collision checklist. In the winter, we’ll include a scraper and/or shovel.
     

  • 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, if you require roadside assistance, or in the unfortunate event that you are in an accident, please contact us immediately (416.840.4444) so we can assist you.
     

    • In case of an accident, please refer to the Collision 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.
       

*Service animals used by members or passengers with disabilities are allowed in the vehicle without a carrier.

Return

  • Fuel is included! You are required to return the vehicle with more than a ¼ tank. Use the pre-paid fuel card located in the vehicle.
     

  • Turn off the car and remove key from ignition. While still logged in, remove the fuel card from the keypad. A four-digit PIN will display on the keypad screen next to “PIN 1.” Fill tank and replace gas cap.

  • Logout and pay with fuel card at cashier using PIN – the cashier may refer to the PIN as the “Driver Number".

  • Login and return card to the keypad. (There is a $75 fee for forgetting to return the card.)
     

  • If you experience trouble using the pre-paid fuel card, please call for assistance (416.840.4444).  You may be asked to pay for fuel and submit your receipt within 30 days for quick reimbursement. Take a photo of your receipt and upload it via our app or email to infocanada@enterprisecarshare.ca or mail it to us. Please note that receipt must be final (not prepay) and include litres 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, an additional inconvenience fee may apply
     

  • Return the vehicle to its designated parking space or lot.
     

  • 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 (416.840.4444).  We will guide 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 key 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.  
     

  • Hold your membership card over the reader on the windshield until the light turns green and the doors lock.
     

  • 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 valid credit card. Prepaid and debit cards are not accepted.
     

  • Your credit card will be billed the complete cost of your trip, including total time, kilometres and fees, after your trip, and additional fees, such as tolls or parking tickets, will be charged as they are incurred.
     

  • Unsuccessful credit card payments may be assessed a fee and a security deposit may be required.
     

  • Members who wish to pay with a cash equivalent form of payment (no credit card) may do so by presenting qualifying payment information in person. For details, click here.
     

  • Monthly fees, when applicable will be charged on your monthly invoice.
     

  • Annual memberships renew automatically. When applicable, your annual 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 or with our app before your reservation begins.
 

  • A cancellation is defined as cancelling a whole reservation or any portion of reserved time (by changing the reservation, including shifting, shortening or returning early).

If...

Then...

Quick Change

You cancel less than 1 hr from making a new reservation (and as long as the reservation has not started).

Cancellation fees are waived

6 hours or more

You cancel any reserved time (or your whole reservation) more than 6 hours prior to the reservation start time.

$1 flat fee will be charged*

Less than 6 hours

You cancel any time (or your whole reservation) less than 6 hours prior to the reservation start time.

Charged for the first 6 hours of your reservation, or the cost of your reservation, whichever is less. 

If...

Quick Change

You cancel less than 1 hr from making a new reservation (and as long as the reservation has not started).

6 hours or more

You cancel any reserved time (or your whole reservation) more than 6 hours prior to the reservation start time.

Less than 6 hours

You cancel any time (or your whole reservation) less than 6 hours prior to the reservation start time.

Then...

Quick Change

Cancellation fees are waived

6 hours or more

$1 flat fee will be charged*

Less than 6 hours

Charged for the first 6 hours of your reservation, or the cost of your reservation, whichever is less. 

* Any cancelled time that is re-booked by another Member will not be charged to you. Call charges from your initial reservation transaction may apply.
 

  • you do not cancel your reservation and do not drive, you will be billed for the estimated cost of your reservation.
      

  • 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.


Fuel Surcharge

  • Rates include the cost of gas, based on an average fuel cost of $1.20 / litre. To avoid constantly changing our rates simply due to fluctuations in the price of fuel, we add a small rebate or surcharge to each kilometre travelled based on the average price of gas.

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

$20

Late Return/Early Pick-up/Forgot Logout

Returned the vehicle late without notice. Fee is discounted -$15 if you call to notify us before your end time.

Up to 15 minutes - $25

16 to 30 minutes - $35

31 to 45 minutes - $45

46 minutes+ - $55

Maximum - $55

+cost of additional time

Vehicle Unlocked / Windows Left Open

$25 

Dead Battery/Key left in ignition

$75

Messy Interior (garbage in car, seats down, etc.) or failure to report mess

$50

plus cleaning costs

Dirty Car: Pet Hair, Smoking, etc.

Next driver reported evidence of smoking such as strong odor/ashes or pet hair/mess in vehicle.

$200

plus cleaning costs

Failure to report damage, accident, theft, tire change (in addition to other applicable fees/costs)

$50

(plus staff time and cost to repair or replace vehicle or fix damage)

No Reservation

Accessed or drove vehicle without a reservation (includes taking wrong car)

$50

membership cancelled at 3rd infraction

Roadside Service – member-responsible

(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.)

$25

Missing Parking Pass, Fuel Card, Ignition Key

Plus cost of replacement if lost or damaged. Ignition key replacement and programming can cost $50 - $300, parking card/fob replacement is $75.

$50

plus cost of replacement

Vehicle returned to wrong location

Parked out of position/wrong spot/wrong lot

$75

Unauthorized Driver

Allowed operation of vehicle by person other than approved driver on member account

$250

+ membership termination

Equipment Tampering

Unauthorized contact with or modification to vehicle or car sharing technology

$250

+ membership termination

Membership Card Replacement

Members in good standing ONLY

$15

Booking Charge

When you call an operator to make a new reservation, make changes to the reservation, extend your time or return your reservation early. No charge when you call to ask a question or report and issue with your reservation.

$2.50

Unpaid Parking Tickets/Fines/Liens

$18

+ ticket cost

407 Toll Road Charges

$3.95 

per trip + 407 fees

Unsuccessful Payment

$10

*$10 for credit cards
*$25 for PAD & Cheque

Insurance Experience Letter

$25

per letter request

Still have questions?

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