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Frequently Asked Questions

Booking

Our booking system allows you to book a car immediately, up to 12 months. For immediate bookings, be aware that the start time will automatically default to the closest quarter of an hour interval, unless manually adjusted – for example, if you make an immediate booking at 09:20, the booking hire period will begin at 09:15.
Yes, you can cancel or change a booking at any time, by logging into the booking portal – all your bookings (past present and future) will be listed there. The charges to cancel are as follows:
  • Within 30 minutes of entering your booking on the system - No charge
  • More than 5 hours from your scheduled ‘start time’ - No charge
  • Less than 5 hours from your scheduled ‘start time’ - 50% of your booking hire charge*
  • After the scheduled ‘start time’ - 100% of your booking hire fee
*Cancelling 'within 30 mins of booking' overrides 'less than 5 hours'
Your PIN would originally have been emailed to you upon successful registration to Co Cars. If you cannot remember it, please contact us via email drive@co-cars.co.uk or call if urgent.  
All new members must wait until they have received their Co Cars membership smartcard before they can book and access a vehicle for their first hire.
No. You must return the car you have booked to its original bay at the end of your booking. If you are returning an electric vehicle, please make sure to plug in the vehicle via the charge point once parked and ensure the vehicle is charging. Failing to do so may result in the receipt of a penalty charge notice.
Car hire is charged for the time period of the entire booking (not just driving time), plus mileage. Our system automatically works out the cheapest rate for you – either per hour, overnight, day rate, or a combination.
You can use our online booking system to make, change or cancel a booking at any time.
Yes, but not entirely. If you book a vehicle, but only need it for a portion of the time originally booked, you are still charged for the whole reservation.  However, we only charge 50% of unused part of the reservation. If you make a booking and return the car earlier than anticipated, you will be charged a “cancel or part cancel charge”.  This charge is 50% of the booking hire rate for the remainder of the booking period, rather than the full rate. For example: If you book a band 2 car for 4 hours, but return the car after 3 hours, you will be charged:
  • 3 hours at £4.25 (100%), booking hire rate = £12.75
  • 1 hour at £2.13 (50%), cancel or part cancel charge = £2.13
We encourage members to only book the vehicle for the time they require to use it.  
You can view and download (as csv file) your full booking history via the booking portal.
You can book a car for a minimum of 30 minutes. There is no maximum booking time, although you will need to contact us for any booking lasting longer than 7 days. Bookings can be allocated to within 15 minute increments. We encourage members to only book the vehicle for the time they require to use it.

Joining

All new members must wait until they have received their Co Cars membership smartcard before they can book and access a vehicle for their first hire.
'Drivers credit' refers to currency which is added to your Co Cars account, typically via a promotional offer. Any driving credit which has been applied to your account can then be used to pay for the hours you book when using a Co Cars vehicle. It will not be used for covering costs associated with our joining fee, mileage or monthly minimum spend. Driving credit can typically be accrued via the use of promotional codes upon application to Co Cars, or by referring a friend to the car club. It is possible to accumulate driving credit over time, provided that you fulfil the requirements to receive further credit.
Yes. We can only accept members aged between 21 and 75. Persons aged 76 or over must be individually assessed by our insurers. If you are 76 or over and wish to join, please complete the application process and we will contact our insurers on your behalf. Due to the increased insurance premiums associated with younger drivers, drivers aged under 25 are required to pay a £200 security deposit plus £5 administration fee, which will be held by Co Cars.  It is the responsibility of the User to request the return of the deposit should the User reach the age of 25 or ceases to be a User of Co Cars (less any outstanding payments).
Yes, you can. Welcome to the UK! We accept full driving licences that have been valid for 12 months or more from any country within the European Union. Any country within the European Economic Union. From the USA, Canada, Australia, New Zealand or South Africa. Foreign Service Personnel must hold a full valid UK or EU licence for 2 years or more. If you have a non-UK licence, you will need to confirm:
  • if you are a UK resident or a student
  • how long you have been living in the UK
  • if you have any penalties on your licence.
1. Driving licence (both front and back) 2. Proof of address – please provide a copy of any one of the following documents:
  • Council Tax bill (dated within the current finance year)
  • Tenancy Agreement
  • Council Tax bill (dated within the current finance year)
  • Broadband/TV package contract **
  • Bank Statement **
  • Mortgage Statement **
  • HMRC correspondence **
** Must be dated within the last 90 days We can accept files in any of the following formats: JPG, JPEG, PNG, PDF and TIFF.  A good quality scan of the document is preferable, but a clear photo of the document in good light is also acceptable.
Yes. If the club is not working for you, or your circumstances change, you can cancel your membership with immediate effect. Please e-mail your request to cancel to drive@co-cars.co.uk with your full name and membership number.
Household membership is an opportunity to add two individuals residing under the same residential address under one membership account. The cost is the same as joining as an individual - you get two for the price of one! Both members will have separate membership cards, and both able to make separate bookings and separate use of the vehicles. The Primary Household member is the principal member under the Co Cars Household membership, and as such, is liable for payment of all invoices generated. Please see our Household Membership Application page for more information
Yes, so long as they share your residential address, they can be added as a secondary driver onto your account for a one-off fee providing, they meet our insurance requirements. Please see Household Membership Application page for more information. Businesss Account holders can register any employees that you want to be able to drive our cars for a one-off fee per new driver.
During your application, you will need to enter your promotional code in the Promotions field - please remember to verify your code using the "Validate promotional code" button next to the field. Please note that only one promotional offer can be used when applying, and that promotions cannot be retroactively applied.
The number for our emergency helpline is 07848 008 024 We operate a 24hr helpline, which you can call if you need emergency assistance outside of normal office hours. You can call us on this number if:
  • You have a breakdown
  • You are in an accident
  • You can’t return the car, as there is another vehicle in its bay, or the Co-car car is not parked in its bay
  • You are unable to get into a car (this does not include lost smart cards, unless it is mid-booking)
  • You need to extend a booking if late (a charge may be applied)

Driving

No. You must return the car you have booked to its original bay at the end of your booking. If you are returning an electric vehicle, please make sure to plug in the vehicle via the charge point once parked and ensure the vehicle is charging. Failing to do so may result in the receipt of a penalty charge notice.
No. Fuel is included in the final cost of the booking. If you do need to refuel, use the fuel cards provided. Co Cars will cover the refuelling costs. We ask all members to leave the car with at least a quarter of a tank of fuel at the end of their booking. Full instructions on fuel card use are provided in the User guide kept in the glove compartment.
Yes! Just be sure to return the Co Car to its dedicated parking bay at the end of your booking. If you are using one of our electric vehicles, please be mindful that you are responsible for any costs of the recharging of the car at non Co Cars EV charging point. See our Electric Vehicles page for more information regarding charging.
No. You are not permitted to take a Co-car outside of the mainland UK.
The Keys or Keyfobs are found in the car glove box. Always leave the keys in the car during your booking and use your smartcard to lock and unlock the car.
Yes, but not entirely. If you book a vehicle, but only need it for a portion of the time originally booked, you are still charged for the whole reservation.  However, we only charge 50% of unused part of the reservation. If you make a booking and return the car earlier than anticipated, you will be charged a “cancel or part cancel charge”.  This charge is 50% of the booking hire rate for the remainder of the booking period, rather than the full rate. For example: If you book a band 2 car for 4 hours, but return the car after 3 hours, you will be charged:
  • 3 hours at £4.25 (100%), booking hire rate = £12.75
  • 1 hour at £2.13 (50%), cancel or part cancel charge = £2.13
We encourage members to only book the vehicle for the time they require to use it.  
If you need to refuel, use the fuel card provided, and we’ll cover the costs. The fuel cards can be found in the glove compartment. We ask all members to leave the car with a quarter of a tank of fuel at the end of their booking. Please note that the fuel card can be used at most major cashier-operated garages. Do not use at pay-at pump stations. The cashier will ask for the registration of the vehicle and the current mileage. The vehicle registration is noted on the fuel card. You do not need to give the mileage. You do not need to take a receipt. If for whatever reason you are unable to use the fuel card (whether it be damaged or missing) and you require fuel. Please purchase the fuel with your own credit or debit card, keep the receipt and contact us to be reimbursed.  Should you discover the fuel card missing or damaged, contact us immediately.
Yes please! It really helps us out and keeps the cars looking their best for the next member. The fuel card in the glove compartment will permit you free car washes at most major cashier-operated garages. Although we check and clean the vehicles regularly, during the booking the car is your responsibility. If you are unfortunate enough to be driving in miserable conditions and the car has gotten filthy, cheer yourself and the car up with a free car wash!
If you discover the inside of the car in poor condition (e.g. rubbish left behind, stained upholstery, dirt in boot or footwells) please email a photo to drive@co-cars.co.uk as soon as possible, preferably before you start your journey. We will investigate with the previous user(s) and potentially the cost of a professional cleaning service could be recovered from the member responsible. The inside of the car should be clean and free from rubbish or dirt. You should expect each journey to begin and end with a clean car. Please ensure you leave the car in the condition you would wish to find it. In the boot is a dust pan and brush, and in the door side pockets; a cloth for the windows. In the example above, should you find rubbish in the car at the start of the journey, please report it to us then remove and dispose of it responsibly for the next member. We, and the next user will really appreciate it. Unlike a normal car-hire we rely on the community of members to keep us informed about the vehicles. Although we check and clean the vehicles regularly, the cars are not checked after every single journey. We need you help us look after the cars as if it were your own. This enables us to continue to keep our costs low.  
Please report any damage, or markings - however minor or insignificant you feel it might be - to us as soon as possible, preferably before you begin your journey. The ideal method would be to email a photo to drive@co-cars.co.uk or you can give us a call. We will have our Fleet Support Team investigate and rectify. Please do not carry out any repairs yourself.
No. Non-members are not covered by our insurance. You as the member that booked the vehicle will be liable for any damages, repairs and associated costs. Unless the other driver is part of your household membership account.
No. Pets are not allowed in the vehicles, as this could cause problems for other members (e.g. those with allergies). However, we understand that, on certain occasions, pets may need to be transported. If this is the case, please contact the office before making a booking.
Our dedicated Co Cars electric car parking bays have a charging post which is free for our members to use. However, you will be responsible for costs associated with non Co Cars charging points. For more information please see our Electric Cars page. When returning an electric vehicle to its bay once parked, please ensure that it is plugged in and charging. Failure to do so may result in the receipt of a penalty charge notice.
You are wholly responsible for the car throughout the booking. You may park wherever you like! Just be aware that you are responsible for any parking tickets, the security of the car and abiding by the highway code. The car must returned to it’s designated bay at the end of your booking.
You, the user, are responsible for paying for any permits to park the vehicle during the hire period, as well as any tolls or charges levied as a result of using the vehicle. Co Cars is required by law to pass on the details of offending drivers to the relevant authorities. Any offences committed by one of our drivers are solely the responsibility of the driver, and not that of Co Cars.
We have roadside assistance cover which protects all our members. All the necessary details required are kept in the user guide, located in the glove compartment. Once you are safe and the necessary calls to emergency services / roadside assistance have been made – please contact us to let us know of the situation.
Your own safety is paramount.  Make yourself safe then contact the emergency services / roadside assistance as you see fit.  All the necessary details required are kept in the user guide, located in the glove compartment. Once you are safe and the necessary calls to emergency services / roadside assistance have been made.   Please contact us to let us know of the situation.
This shouldn’t happen as the Co Cars bays are clearly marked “car club” and are dedicated for the use of the location specific Co Cars vehicle. However, if there is a car in the Co Cars bay please park legally, as nearby as possible, and give us a call to inform us of where you have parked the Co Car.    

How It Works

No. You must return the car you have booked to its original bay at the end of your booking. If you are returning an electric vehicle, please make sure to plug in the vehicle via the charge point once parked and ensure the vehicle is charging. Failing to do so may result in the receipt of a penalty charge notice.
Yes. As a Co Cars member, you will be covered by our fully-comprehensive motor insurance policy which covers personal and business use. If you have an accident that is your fault, the excess is £500 plus VAT for drivers over 25, and £800 plus VAT for drivers 25 and under. Insurance Excess Waiver: Co Cars does not offer an insurance Excess waiver. However, there are products available termed, “excess reimbursement insurance”, which can cover some or all of our excess charges. An Internet search of this term will render offers of such products.  Co Cars cannot endorse any particular insurance product. Users are also advised to read the terms and conditions of such products carefully to ensure suitable cover. The responsibility for full and timely payment of our excess charges to Co Cars lies solely with the User or Business Account, even if such a product has been obtained.
Drivers aged under 25 are required to pay a £200 security deposit plus £5 administration fee, which will be held by Co Cars. It is the responsibility of the User to request the return of the deposit should the User reach the age of 25 or ceases to be a User of Co Cars (less any outstanding payments).
Car hire is charged for the time period of the entire booking (not just driving time), plus mileage. Our system automatically works out the cheapest rate for you – either per hour, overnight, day rate, or a combination.
You can use our online booking system to make, change or cancel a booking at any time.
No. Fuel is included in the final cost of the booking. If you do need to refuel, use the fuel cards provided. Co Cars will cover the refuelling costs. We ask all members to leave the car with at least a quarter of a tank of fuel at the end of their booking. Full instructions on fuel card use are provided in the User guide kept in the glove compartment.
Yes! Just be sure to return the Co Car to its dedicated parking bay at the end of your booking. If you are using one of our electric vehicles, please be mindful that you are responsible for any costs of the recharging of the car at non Co Cars EV charging point. See our Electric Vehicles page for more information regarding charging.
No. You are not permitted to take a Co-car outside of the mainland UK.
'Drivers credit' refers to currency which is added to your Co Cars account, typically via a promotional offer. Any driving credit which has been applied to your account can then be used to pay for the hours you book when using a Co Cars vehicle. It will not be used for covering costs associated with our joining fee, mileage or monthly minimum spend. Driving credit can typically be accrued via the use of promotional codes upon application to Co Cars, or by referring a friend to the car club. It is possible to accumulate driving credit over time, provided that you fulfil the requirements to receive further credit.
Please see our full Terms & Conditions here

Billing

'Drivers credit' refers to currency which is added to your Co Cars account, typically via a promotional offer. Any driving credit which has been applied to your account can then be used to pay for the hours you book when using a Co Cars vehicle. It will not be used for covering costs associated with our joining fee, mileage or monthly minimum spend. Driving credit can typically be accrued via the use of promotional codes upon application to Co Cars, or by referring a friend to the car club. It is possible to accumulate driving credit over time, provided that you fulfil the requirements to receive further credit.
Please see our full Terms & Conditions here
For Residential Members our monthly billing is paid through the secure online payment system, GoCardless.  As part of the membership application process you will be required to set up a Direct Debit with GoCardless by completing a mandate for Co Cars Ltd. Business Members will be required to select their preferred invoice and method of payment options when completing the Organisation application form.
We generate your bill in the first week of the month for bookings made during the previous month. You will be given time to check the invoice and raise any queries, if you have any. We will then submit a request to GoCardless to collect payment for the invoiced amount via your Direct Debit. GoCardless will notify you, via email, before the payment is collected.
Mileage is calculated automatically by an in-car odometer fitted into our cars.
You can view and download (as csv file) your full booking history via the booking portal.
You, the user, are responsible for paying for any permits to park the vehicle during the hire period, as well as any tolls or charges levied as a result of using the vehicle. Co Cars is required by law to pass on the details of offending drivers to the relevant authorities. Any offences committed by one of our drivers are solely the responsibility of the driver, and not that of Co Cars.

Issues

E-mail your request to cancel to drive@co-cars.co.uk with your full name and membership number.
You, the user, are responsible for paying for any permits to park the vehicle during the hire period, as well as any tolls or charges levied as a result of using the vehicle. Co Cars is required by law to pass on the details of offending drivers to the relevant authorities. Any offences committed by one of our drivers are solely the responsibility of the driver, and not that of Co Cars.
Yes. If the club is not working for you, or your circumstances change, you can cancel your membership with immediate effect. Please e-mail your request to cancel to drive@co-cars.co.uk with your full name and membership number.
We have roadside assistance cover which protects all our members. All the necessary details required are kept in the user guide, located in the glove compartment. Once you are safe and the necessary calls to emergency services / roadside assistance have been made – please contact us to let us know of the situation.
Your own safety is paramount.  Make yourself safe then contact the emergency services / roadside assistance as you see fit.  All the necessary details required are kept in the user guide, located in the glove compartment. Once you are safe and the necessary calls to emergency services / roadside assistance have been made.   Please contact us to let us know of the situation.
In the unlikely event that the car isn’t in its bay when you arrive to pick it up, contact us immediately we’ll locate the car via GPS or find an alternate vehicle you can use. If an alternative vehicle is required, we will only charge the rate as per your original booking.
This shouldn’t happen as the Co Cars bays are clearly marked “car club” and are dedicated for the use of the location specific Co Cars vehicle. However, if there is a car in the Co Cars bay please park legally, as nearby as possible, and give us a call to inform us of where you have parked the Co Car.    
If you have misplaced your smartcard, you will need to contact us to receive a replacement. Please note that there is a charge of £15.00 for replacing smartcards.
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