Billing

Billing

How is the total cost of a booking calculated?

A:

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.

How do I pay?

A:

When you apply, you provide us with card details (Mastercard or Visa only) which is your payment method.

Any charges to the account will be automatically debited from this card via Continuous Payment Authorisation, although you will receive extended notice of any unexpected charges, such as a fine. When you book a car online, payment will be taken two hours before your booking for the hire cost. Payment for your mileage, and any adjustments to the booking during it will be taken up to 24 hours after your hire ends.

Members who joined before 21st July 2014 will be billed monthly for their monthly minimum charge or car use and mileage. Members can elect to pay by direct debit, card payment over the phone, bank transfer, or cheque.

When will my card be charged?

A:

Hourly booking fees will be taken two hours before the booking start time. If you make a booking less than two hours before a booking starts, the fees will be taken immediately. Once you have ended your booking, and the vehicle has sent us information about your trip, your mileage charge will be billed along with any adjustments. If there were no problems with the booking, your card will usually be charged within 24 hours of the end of the booking. In the unlikely event of a delay in retrieving mileage data, you may be billed a few days after your hire has ended.

Your £5 minimum monthly spend is charged to your card on the first day of every month. This will be credited against any booking you make during that month.

Please note that we accept no responsibility for bank charges made due to bounced payments.

What if there is a problem with the trip?

A:

Our system automatically tells us if there was a problem with your booking. We can then contact you to ensure it is resolved, and refund any fees if necessary.

How is mileage calculated?

A:

Mileage is calculated automatically by an in-car odometer fitted into our cars.

What happens if my payment is unsuccessful?

A:

If we are unable to take payment for a trip, your account will be restricted, and you won’t be able to use any vehicles, or make future bookings, until the issue is resolved. When you log on to your member area, you will be prompted to pay the outstanding balance. You can either use your existing card details, or provide details of a new card. Once you have successfully paid the balance, any restrictions on your account will automatically be lifted.

How do I update my card details?

A:

You can update your payment details anytime under the 'Billing' section of the 'Booking' home page.

Are my account details safe?

A:

Your card details are held and processed by our secure payments partner, Stripe. As a leading provider of secure online payments, Stripe adheres to strict industry standards, and are fully Level 1 PCI DSS compliant, meaning that your card details are secure and protected.

Can I have more than one card linked to my account?

A:

At the moment, we only support one payment card per member.

I currently pay via Direct Debit. Can I pay by card?

A:

Yes! Please contact our head office to organise this. When changing over to card payments, you will have to clear any outstanding balances, and request Co-wheels to cancel your Direct Debit or alternative payment plan.

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

A:

If you book a vehicle, but only use it for a portion of the time originally booked, you are still charged for the whole reservation. We advise that you plan your journey to not incur any fees.

How can I view the payments I have made?

A:

You can view your full account history in the Member area. Once you have logged in, click on 'Accounts', and then 'All accounts'. Transaction history can be found at the bottom of this page.

What happens if I hire a car in London, but take it into the congestion charge zone?

A:

In order to make your journey as hassle-free as possible, we have registered the car with the Autopay facility, so if your trip takes you into the congestion zone, you don’t need to pay the charge during your trip. Instead, you will be billed for this by ourselves, once we receive notification from Transport for London.

What happens if I hire a car OUTSIDE of London, and take it into the congestion charge zone?

A:

If you hire a car outside of London, you will need to pay the congestion charge yourself, directly. Find out how to pay on TFL’s website. If you don’t pay, and we are served a fine, we will be required to pass this charge on to you.

Will I be charged if I cancel a reservation?

A:

We know that sometimes, plans change and cancellations will occur, and we are happy to offer a full refund if you cancel up to two hours before your booking is due to start:

  • If you cancel more than two hours before your booking starts, cancellation is free.
  • If you cancel less than two hours before your booking stars, or after it has started, you will be charged 100% of the booking cost.

 

Can I join if I'm already a member with another car club?

A:

You can! You can even do so for free. All you'll need to do is send a copy of a recent car club invoice to our Customer Services team, via e-mail or post:

Co-wheels Customer Service

3a Sunderland Road

Gilesgate

Durham

DH1 2LH

I want to cancel my account - how do I do this?

A:

Just e-mail info@co-wheels.org.uk with your full name and/or membership number. Your account will then be closed at the end of the month.

Why would you contact me for a deposit?

A:

If you're a new Co-wheels member, and have booked a car for more than 24 hours, we will require a deposit to be paid towards your reservation, equal to the cost of your estimated full trip time. You can find this information on your account, under 'My Bookings'.

Your deposit payment will typically be requested 1-2 working days before your reservation is due to begin. If you make a last-minute reservation on the same day as the booking, please call 0191 375 1050 during working hours, in order to pay your deposit amount.

After your journey has finished, our booking system will record the mileage you have driven, and charge your account accordingly, in order to request payment once the booking has ended.

Please note that this deposit is fully-refundable in the event of a cancellation up to two hours before your booking is due to start. After this time, our usual cancellation fees will apply.

What if I receive a Penalty Charge Notice?

A:

If you receive a parking ticket, speeding notification, or bus lane/toll charge, Co-wheels will receive notification of this at our Head Office. We will contact you on the same day that we receive the PCN, with further instruction on how to proceed.

Please note that you are liable for full charge of any PCN, and in addition, any subsequent administrative charges from leasing companies.

Co-wheels 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-wheels.

 

What is driving credit?

A:

Driving credit is added to your account by Co-wheels, and can be used against hourly car hire charges. Any driving credit available can be viewed in your account. Hire charges are automatically deducted from your driving credit before your usual billing method. Driving credit does not count toward monthly minimum spends, and cannot be used to pay for mileage, which is billed separately.

Driving credit can typically be accrued via the use of promotional codes upon application to Co-wheels, 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.

What is the monthly minimum spend?

A:

This is taken from your account at the start of the month, and is credited toward any booking you make in that month. If you make a one-hour booking per month, you'll effectively not pay anything!

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