Frequently asked questions

What is WhizzGo and how do I join?

What is WhizzGo?

WhizzGo is a pay-by-the-hour car club that allows members to use a national network of WhizzGo cars for as little as an hour or as long as you want. WhizzGo cars are conveniently located in their own dedicated parking spaces in city centres across the UK. Members can book a car instantly online or over the phone and access the cars via a smart card and PIN. With WhizzGo you only pay for the time you use the car, which can save you money on car ownership.

What does WhizzGo offer me, and why is it different from hiring a car?

Our cars are dotted around the city and can be booked and accessed within minutes. We take care of all bills, so our members can enjoy a car when they want one without the hassle and high expense of car ownership. There's no need to travel to a hire company depot, no queuing for service, no '9 till 5' restricted office hours - nor the inconvenience of 24-hour minimum rentals when you only need a car for a few hours!

What other benefits does WhizzGo offer me?

We aim to help you live without owning a car, so we've negotiated some significant discounts and savings on your behalf on public transport and other nice things. See the main website for more details.

Who is eligible to join WhizzGo?

To be able to join WhizzGo, you must satisfy the insurance criteria specified by our insurance company:

• You must have held a valid driving licence to drive manual gear box cars for at least 12 months
• You must not have too many points on your licence – but don’t worry, most people are accepted even with points for speeding and similar offences
• You must be at least 18 years old
• You must not have had more than three insurance claims in the last three years
• You must have no medical condition that the DVLA has ruled makes you ineligible to drive. This includes requiring special vehicle controls, taking strong medication or having restricted movement which may present a high risk when driving.

Additionally, very occasionally our underwriters might refuse to cover you depending on your job. In any case, WhizzGo's decision upon your eligibility is final.

Foreign driving licences are generally acceptable if the DVLA says you are allowed to drive in the UK - just call the WhizzGo team on 08444 77 99 66 to check.

How much does WhizzGo cost?

Being a WhizzGo member costs just £5 a month (minimum membership term of 12 months). This fee includes your registration, DVLA check, smart card, access to any WhizzGo car throughout the UK, 24 hour telephone support plus exclusive member offers and discounts. Once a member, you are charged by the hour for using one of our cars. Our hourly rates start from £5.99 an hour and include everything from fully comprehensive insurance through to fuel. You also get 40 miles inclusive fuel per booking per day. Once this entitlement has been used up there is an additional mileage charge, which is around 25p per mile. We also have special day rates for when you need a car for a bit longer. Still got some questions about our prices? Just give one of our team a call on 0844 77 99 66.

How do I apply for WhizzGo membership?

Go to the Join page and fill in the online form or call the WhizzGo team on 08444 77 99 66. We aim to process your application within one working day and then send you your WhizzGo smart card in the post. Once you have your smart card you are ready to WhizzGo!

Do I have to apply online?

No. You can ring us on 08444 77 99 66 and we'll either take you through the application form over the phone or send you an application form in the post. Similarly, you don't need to have an email address to be a member - you can book over the phone, and ask for your bills to be posted to you at an additional charge of £2 per month.

How long does it take for me to be accepted as a member?

Generally, you can be behind the wheel of a WhizzGo car within a day or two of submitting your application. Once we receive your application, we confirm your identity with Experian and check your driving licence records with the DVLA. If you meet all the qualifications, we'll send you an email confirming your approval and put your WhizzGo smart card in the post straightaway.

Can WhizzGo cancel my membership?

Yes. Our business only works if everyone follows the rules, so we reserve the right to cancel your membership. We'll only do this if you repeatedly break the rules, for example: leave cars dirty, return late, leave cars in the wrong place or fail to report accidents. We aim to keep rules to a minimum; they are designed to ensure that each member finds the car just as they would like it and are not inconvenienced by another member.

Can I cancel my WhizzGo membership?

Of course! Your WhizzGo membership is an annual membership, which is paid monthly over the course of 12 months. You can cancel your membership at any time after your first 12 months have elapsed by writing to us explaining that you wish to cancel your membership and sending your smart card back to us. If you wish to cancel your membership before the end of your first year’s membership you will be required to pay the remaining balance of your annual membership fee.

Do you offer household membership?

Yes we do. And the best thing of all is that each household only pays one annual membership fee. There is a small administration fee for the additional smart card or registration. Please call the WhizzGo team on 08444 77 99 66 for more details.

Does WhizzGo offer corporate rates?

Yes. Please see our WhizzGo for Business page, or ring our corporate team on 08444 77 99 66 for our latest corporate offers. Many companies and organisations, big and small, use car clubs to provide a convenient option for business trips. Any organisation preparing a green travel plan should consider asking us to place WhizzGo cars in the car park; the organisation gets conveniently placed pay-as-you go cars at special rates and the employees get the benefit of cars they can use for personal trips, helping reduce the desire to commute by car.

No problem! We have special 24 hour rates for those occasions that you need the vehicle for longer. All our prices can be found here.

How far in advance can I make a booking?

Our online reservation system allows you to book a car up to a year in advance.

Will there really be a car when I want one?

It's natural for new members to worry that cars won't be available when and where they want them. We monitor usage very closely, adding more cars as needed and keeping availability high. Another beauty of the system is that WhizzGo members are entitled to use any of the cars in our fleet. So even if one of the WhizzGo cars right around the corner isn't available, you'll still be able reserve another one located just a few streets away.

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Using a WhizzGo car

Can non-members drive WhizzGo cars?

No, as they won't be covered by our insurance. This is a breach of our contract and we will cancel the membership of anyone who allows non-members to drive a WhizzGo car and, in the event of an accident, hold the member who allowed a non-member to drive liable for all costs incurred.

Can WhizzGo members drive a car during another member's booking?

Yes. All our members are covered when driving any WhizzGo car so you can share driving with other members. We will bill the member who made the reservation and only that member's smart card will open the car.

How do I find a WhizzGo car?

You'll find detailed directions to each location on the Locations page.

Where are the WhizzGo cars parked, and will I find them easily?

You'll find directions to each parking place on the Locations page. On-street parking places have "CAR CLUB ONLY" painted on the road, and a "PERMIT HOLDERS ONLY" sign with our logo beneath. Off-street spaces normally have a WhizzGo sign in a prominent place. This means that you will always know where to find the car and always have a parking spot to come back to.

How do I get into a WhizzGo car?

As a member, you will be sent a WhizzGo smart card which is the size of a credit card. When you arrive at a parking place to pick up your booked car, hold the smart card over the reader in the screen for a second or two until you see the green light and hear the doors unlock. Get in the car and then type your PIN number into the on-board computer

What happens if I lose my WhizzGo smart card?

Without your WhizzGo smart card you cannot get into the car, so you will need a replacement card. Email or ring us and we'll send you a replacement WhizzGo smart card by return post. Smart cards are smart but expensive so sadly we will have to charge a £10 fee.

What happens if I lose the car keys during a booking?

Try not to do this! We have spare keys for every car, but we’ll have to meet you at the car to hand them over and order a replacement key from Citroen. We will have to pass on the cost of the replacement key to you, and charge a £25 fee for our time. You may also be liable to pay the costs incurred by any member unable to use the car for their booking as a result.

How can I retrieve something I left in the car?

If the time you booked has not yet expired, just open the car again using your WhizzGo smart card as you did at the beginning of your booking. If your has expired, you will not be able to do this so call us on 08444 77 99 66 or email us to let us know. We can either extend your booking or make a half hour booking for you to retrieve your belongings.

What do I do with something I've found in a car?

Call us from the car to tell us and then leave it in the car. We'll track down the owner and let them know.

Will the cars be clean?

We clean and service the cars regularly, inside and out, but you're responsible for taking away your own rubbish and personal items. Disasters do happen, and if they do, please call us from the car and clear up as much as you can. We'll race round and get the car ready for the next member. A cleaning fee of £25 will be charged. Members who leave the car excessively dirty without informing us will be charged £50. Remember the golden rule: do unto others as you would have others do unto you.

What counts as excessively dirty?

If the next person to use the car complains, we'll clean the car. And then charge you if we agree that the car was excessively dirty.

Can I get the car cleaned myself?

Yes, you can and if you have got the car very dirty we would like you to. We'll reimburse you up to £7.50 for a carwash or valet. You can use the fuel card in the on-board computer to pay for this.

How are the WhizzGo cars maintained?

One of the joys of joining WhizzGo is not having to worry about oil levels, tyre pressures, windscreen washer fluid, brake pads and all the other time-consuming aspects of car ownership. We service our cars following the manufacturer's suggestions and check all fluids and tyre pressures every time we clean the car

What happens when the car runs low on fuel?

Should the fuel gauge drop below two units full, we ask members to fill the tank using the fuel card in the onboard computer. You can use this card at over 90% of all petrol stations, including supermarket garages. If by chance you are at a garage which doesn't accept the card, keep the receipt and send it to us for reimbursement.

Who pays for fuel?

We do! There is a fuel card in every car. When the car needs refueling, simply pay using the fuel card. Who fills up with fuel?

Members are required to leave the car with at least 2 units of fuel. There is a fuel card in the on-board computer, and you can use it to buy fuel for the car and car washes. It won't get you snacks though - you have to pay for those yourself!

What happens if I return late?

As you can imagine, this is likely to inconvenience the next member. We really mean it when we say that this is a pain, and to reinforce that message, we'll charge you £25 as well as any taxi fares we incur whilst sorting out the following member. When you make your booking, ensure that you book an extra half-hour or hour if you have any doubt about making your return time. You can also extend your booking by ringing us from the car during office hours at least 15 minutes before the end of your booking, but bear in mind that if another member has booked the car, extending may not be possible. What if the reserved space is occupied when I return the car? All our on-street spaces are covered by 24-hour restrictions (enforced by local authorities) so this situation is unlikely. If this happens, please park the car in the nearest legal space either on-street or in a council run car park (please not in a privately-owned car park as we then have to pay quite a lot to recover the car), then ring us to let us know where to find the car.

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Insurance

What are the terms of WhizzGo's insurance?

WhizzGo members are covered whilst using a WhizzGo car by a comprehensive insurance policy. Coverage is provided for damage to vehicles and other property in the event of an accident. It does not cover theft of personal property from inside a WhizzGo car or personal injury to the member driving the car.

You're not covered by WhizzGo insurance when you're driving someone else's car, and non-members are not covered if they drive a WhizzGo car. We'll cancel your membership if we find you've allowed a non-member to drive. If you have any questions about the WhizzGo insurance, please contact us.

Am I responsible for any of the cost of damage to a WhizzGo car?

The reserving member is responsible for all WhizzGo fees and costs from the time of pickup until the car is returned to its reserved space. Members will also be liable, up to the applicable excess, if they fail to close all the windows, doors, hatches and sunroofs which results in damage being caused to the car. Members are required to report any condition that makes the car unsafe or unserviceable, including (but not limited to): poor driving feel, damage, missing or broken lighting, missing or broken rear-view mirrors and broken windscreen glass.

What happens to theft or vandalism insurance claims when it wasn't my fault?

WhizzGo will charge you up to the applicable excess. The standard excess is £500, members can choose to reduce this to £250 and £50 by paying a 5% and 10% premium respectively. No excess reduction is available to members under 21. All members under 21 are subject to the standard £500 insurance excess.

What if there is an accident?

Clear, simple instructions about what to do after an accident are set out in the A5 members' booklet kept in the car. You should do as you would if it were your own car. Exchange information with the other driver, if there is one. Under no circumstances make any admissions yourself. You should call us immediately either from the car or on 08444 77 99 66 and we will help you with the details. We'll also take care of the other bookings we have for the car and arrange for the car to be removed if you can't drive it. If you are at fault for any damage, you are responsible for any repair bills up to the applicable excess.

What happens if the damage was not my fault?

Try to gather proof at the time of the accident, preferably a written admission by the other party. Prepare a written statement with a picture describing what happened before you leave the scene or as soon as you get to your destination or home. Full instructions about what to do if you're in an accident are contained in the A5 members' booklet in the passenger glovebox of each car.

How do I report damage or breakdown?

Please call us from the phone in the car or ring 08444 77 99 66 as soon as possible. Roadside recovery is free, so we'll do everything we can to get you on your way quickly.

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Payments and fees

How do I pay my WhizzGo monthly charges?

At the end of each month we'll email you a statement giving details of each trip and the total amount owed, which will include your £5 monthly membership fee.  A few days later, we'll deduct the amount owed from the credit or debit card you gave us when you signed up.

I'm worried about online security. Is it safe to enter my personal details into this website?

Yes it is. We use the highest legal level of encryption, and we do not share your personal information except when it is needed to process your application, or if you have chosen to receive special offers.

Do you send me a bill?

We normally send your bills as a PDF attachment to an email, but we can print and post your bills for a £2 monthly charge. What are the rates for using WhizzGo? Please see what it costs page for detailed information.

What other charges might I get?

We don't like doing this, but we will charge penalties if you break certain rules set out in our terms and conditions. These can be for things such as bringing the car back late without informing us, leaving the car excessively dirty, leaving the car with less than two bars of fuel.

What if I get caught by a speed camera?

You pay the fine and get the points! When we get the notice from the police, we'll look up who had booked the car at that time and inform you if it was you. We'll send your details to the police, and the notice to you so that you can contest it if you want to. We will have to charge any administrative charges passed on to us by our car leasing company to you.

What if I get a parking ticket?

You’ll have to pay it! Don't be tempted to ignore it. If you don't pay on time, the notice will come to us. We will forward any notices we receive on to you (in case someone kindly removed it before you got back to your car) and tell the relevant authority who was using the car at the time. If we have to pay any fines because you do not, we will add the amount of the fines to your bill and charge you a £25 administrative fee to cover our time.

What if I get towed away or clamped?

Please try not to let this happen! You will be charged the cost of releasing the car plus an administration fee and any costs associated with inconvenienced members.

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General

What type of cars do you have?

We use a fleet of Citroën cars. More details can be found in the Our Cars section of the website.

Can I drive abroad in a WhizzGo car?

Yes, provided you obtain our written consent in advance. We will ask our insurance company to prepare the appropriate documentation to enable you to drive overseas. You may need to organise your own European breakdown cover so please contact us for more details.

What happens if I make the battery go flat?

Again, try not to let this happen. Not only will you inconvenience yourself, but you might inconvenience another member - and that's bad WhizzKarma! If we have to visit the car due to your negligence, we'll charge you £50. Avoid this happening by turning off all interior and exterior lights. Avoid leaving the hazard lights on for long periods, and take the key out of the ignition when you turn the engine off.

Do WhizzGo cars have baby seats?

No. Please bring your own.

Do WhizzGo cars have roof racks?

No, but the Citroën C3 has a very versatile load area so you can fit most things inside.

Can I smoke in the car?

Sorry, we don’t allow smoking in any of our cars. And that includes with the window open!

Can I take pets in the car?

No, unfortunately not. Although we’re big animal fans, some of our members are allergic to pet hairs and so for the benefit of all of our members our cars are no-go areas for your furry friends.

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