Frequently asked questions
Table of contents
Reservations
Car renter requirements
General inquiries about renting
Payments, charges and invoices
Roadside assistance and technic
Protips
Reservations
How do I make a reservation with Enterprise?
You can make a reservation in Enterprise by contacting our Reservation Center at (+48) 22 250 02 16 or by sending an email to reservations@ehiglobal.pl. Our consultants will be happy to help you choose the right car and guide you through the entire reservation process. By booking by phone, you have the option to pay only when you pick up the car, and at no extra charge! You can also make a reservation through our official website - https://www.enterpriserentacar.pl/pl/home.html.
How do I add extra's to my reservation and see their prices?
Contact our reservation center by email at customerservice@ehiglobal.pl or by phone at +48222500216. You can also do this yourself when setting up your booking, once you have selected a car, all the options for extras appear in front of you along with their prices.
Can I book a specific car model?
Enterprise does not offer rentals of specific car brands, but only rentals of cars in a specific class. The class includes vehicles of similar sizes and types (e.g. SUV, station wagon, etc.). Unfortunately, we are not able to guarantee that a specific car will be available, as vehicles are constantly on the move. Therefore, there is a risk that the reserved car will not be ready for your next booking.
If you make a reservation through our hotline at +48 22 250 02 16 we will be able to suggest to the agents which car best suits your preferences. While we can't give a 100% guarantee that you will get exactly the car you want, it certainly increases the chance of availability of the vehicle you are interested in.
How to cancel or change a reservation?
- Bookings made and paid for through a third party website must be cancelled or modified directly by the third party - either through their website or direct contact.
- If the booking was created through the Reservation Centre (+48 22 250 02 16) or the Enterprise website, please contact us to make changes.
- If the vehicle has already been collected and you wish to extend the rental period, you should contact the branch where you collected the vehicle at least 48 hours before the scheduled return date and time.
How do I cancel an existing reservation?
If the reservation was made by contacting our customer service, you can cancel it free of charge by writing to customerservice@ehiglobal.pl or calling us directly at +48 22 250 02 16
If the reservation was paid on our website, free cancellation is available up to 3 days before the rental.
If, on the other hand, the reservation was made through an intermediary website, you can cancel it only by contacting the company through which the rental was booked.
Does Enterprise offer 4-wheel drive cars?
Yes, some of our branches offer 4WD or AWD vehicles, but a specific vehicle option such as four-wheel drive cannot be guaranteed. Availability should be checked with the branch upon arrival.
Can I rent a car with a roof rack in Enterprise?
We do not currently have this type of car available in our fleet, but if you have more luggage, we can find a larger car or van.
Does Enterprise offer cars with an opening roof?
We currently have no such cars available in our fleet.
Car renter requirements
What are the age requirements for car rentals in Poland?
- The minimum age for renting a vehicle in Enterprise is 21.
- Any driver aged 21-24 will be charged an additional “Young Renter Fee” of EUR 8 gross per day.
- Young renters aged 21-24 are not allowed to rent the following vehicle classes:
- Premium Cars, Premium SUVs, Premium SUV Elite Cars, Luxury SUVs and Special Coupe Cars;
- Premium Pickup Cars;
- Luxury SUV Elite Cars; Fullsize Electric SUV A8.
What are the requirements for renting a car in Poland?
To rent a car from Enterprise Rent-A-Car in Poland, all drivers must meet the following requirements:
- Be at least 21 years old.
- Have held a valid driver's license for at least 12 months (including time spent on a temporary license).
- Have a valid credit card in physical form.
- Have a physical identification document.
Can my documents be in online version?
Driver's license and identity documents must be presented in physical form to verify authenticity and validity date.
Can the credit card belong to another person, or does it have to be mine?
The credit card, like the driver's license and ID card, must be issued in the name of the primary driver.
General inquiries about renting
Is it possible to travel abroad with your cars?
Yes, you can go abroad with our car. The one-time fee is only 92,25 € gross, and then you can travel to as many countries as you want! There are countries that are not allowed. Here is the list:
- Albania,
- Belarus,
- Bosnia and Herzegovina,
- Montenegro,
- Macedonia,
- Kosovo,
- Moldova,
- Russia,
- Serbia,
- Turkey,
- Ukraine,
- And other non-European countries.
Warning: There is a penalty of 2500EUR for crossing the border of these countries.
Can I add an extra driver to my rental?
An additional driver can be added for a fee of €6.4 per day. This option is available both when you pick up the vehicle and at a later date - just contact our helpline or via email at customerservice@ehiglobal.pl . The additional driver must meet the following conditions:
- Meet the age requirements specified in the General Rental Conditions,
- Have a valid driver's license for a minimum of one year,
- Have a driver's license that allows driving in Poland.
Do you offer extras, e.g., child seat, GPS?
Sure we do! We offer child seats, child stands, GPS, cross-border card or packages that limit your own liability for damages.
How can Enterprise protect me from potential damage charges?
Protection packages are available for purchase prior to rental, at car pick-up or by contacting customer service at (+48) 22 250 02 16 and at customerservice@ehiglobal.pl
- SCDW (Super Collision Damage Waiver) - exempts you from liability for damage to the vehicle, except for damage to the interior, windows, tires, rims, burning and theft.
- TWP (Tires and Windows Protection) - waives liability for damage to windows, tires and rims.
- SCDW+ (Super Collision Damage Waiver Plus) - waives liability for damage to the vehicle, except for interior damage, burnout and theft.
- SCDW/TP+ (Super Collision Damage Waiver/Theft Protection Plus) - waives liability for theft and damage to the vehicle, except for interior damage and burning.
- SCDW/TP+ Safe Travel - Exempts you from liability for theft and damage to your vehicle, except for interior damage and burning, plus extended Accident Insurance. Requires the submission of a Declaration of Enrollment for group life insurance. Insurance documents will be sent separately to the indicated e-mail address.
Packages must be purchased prior to rental. If you wish to purchase a package at the time of booking, you must come to any Enterprise branch to verify the condition of the car.
Can I return the car at a different Enterprise branch than the one where I picked it up from?
It is possible to return the car in another city in Poland - you only need to pay a small fee of 30 € gross. If you want to add the service to your booking, let us know by email customerservice@ehiglobal.pl or by phone +48 22 250 02 16 , and we will arrange everything.
I would like to keep the rental vehicle for a few days longer. Is this possible?
By all means, it is possible. Please email or call us to inform us of your intention to extend the rental no later than the last day of the current rental period. Once approved by Enterprise, the rental fee will be charged according to the actual price list. Failure to charge the card for the extended rental period will result in the contract not being renewed, of which Enterprise will notify you immediately.
If I come from America, can I drive a car with an American license in Poland?
You must have an international driver's license (IDP). Other countries requiring this document are: Afghanistan, Algeria, Angola, Antigua and Barbuda, Argentina, Australia, Bangladesh, Barbados, Belize, Bhutan, Bolivia, Botswana, Brunei, Burkina Faso, Burundi, Cambodia, Cameroon, Canada, Czad, China, Colombia, Comoros, Cyprus, Dijbouti, Dominica, Dominican Republic, Eastern Timor, Equatorial Guinea, Eritrea, Eswatini, Fidji, Gabon, Gambia, Grenada, Guatemala, Guinea, Haiti, Iceland, India, Ireland, Côte d'Ivoire, Jamaica, Japan, Jordan, Kiribati, Laos, Liban, Lesotho, Libya, Madagascar, Malawi, Malaysia, Mali, Malta, Marshall Islands, Mauritania, Mauritius, Micronesia, Mongolia, Mozambique, Namibia, Nauru, Nepal, New Zealand, Nicaragua, Palau, Panama Papua New Guinea, Paraguay, Rwanda, Saint Kitts and Nevis, Saint Lucia, Saint Vincent and the Grenadines, Sierra Leone, Singapore, Solomon Islands, Somalia, South Sudan, Sri Lanka, Sudan, Suriname, Syria, Tanzania, Togo, Tonga, Trinidad and Trobago, Tuvalu, United States, Vanuatu, Vatican City, Yemen, Zambia
Can I return a car outside of Poland?
Yes, our cars can be returned outside Poland, but it must be at an Enterprise branch. The cost of such return is €1.85 gross for each kilometer between the branch from which you rent the vehicle and the return branch.
What documents do I need to have with me upon pickup?
When picking up the car, we need from you:
- a physical driver's license - you must have had it for at least a year, in the case of the premium class for 2 years or longer
- a physical ID card - Are you under 25? No problem, you can rent a car from the Enterprise fleet except for the premium class. A small young driver fee applies for the 21-25 age range.
- a physical credit card - The deposit is blocked in your account on the day of the rental, and agents will need a physical credit card for this. Remember that the card must be issued in the name of the primary driver.
Where can I find the Enterprise desk at the airport?
All of our desks are located inside the airport on arrivals in the car rental area.
What are the opening hours of Enterprise?
Branch hours depend on the location. For current schedules, please visit www.enterpriserentacar.pl
What kind of car can I rent under the age of 25?
The classes of cars you can rent before the age of 25 are as follows:
- economy-class cars,
- compact-class cars,
- standard-class cars,
- mid-size SUVs,
- full-size cars.
Premium-class cars are available for customers over the age of 25.
Can Enterprise deliver the car to me?
Enterprise can deliver the car to the address of your choice, but you will need to notify the branch early enough. Car drop off/pick up - 36,9€ gross for the first 20 km from the nearest Enterprise office, above 20 km 1,85€ gross per kilometer (the fee is calculated in both directions).
Does the additional driver have to be present when the car is picked up?
No, the additional driver does not have to appear in person when picking up the car.
Does Enterprise have branches in the city center?
Naturally, Enterprise has branches in the center of three major cities. In Gdansk you will find us in Olivia Tower, in Cracow in Unity Center, and in Warsaw in Varso Tower. You are welcome to use our services in convenient locations in the center of these cities.
Why didn't I receive the car's registration certificate when I rented it?
In Poland, as of 2020, there is no requirement to have car documents while driving. If the police want to carry out a standard inspection, they will read all the information about the car by number.
Does Enterprise have a lost-and-found office?
Enterprise does not have a lost and found office. For lost items, please contact our customer service at customerservice@ehiglobal.pl
Can I return a rental car if the Enterprise office is closed?
Obviously. You should leave your keys and documents in the box located in our office or in our parking lot. In addition, if a parking ticket is collected at the entrance, you should also drop it in the box along with your keys.
Can an additional driver pick up the car for me?
The additional driver cannot pick up the car on behalf of the main renter. At the time of pickup, we must personally verify the tenant's documents and block the deposit on the credit card assigned to the person making the rental.
Do I need to refuel my vehicle before returning? Can I pay for fuel in advance?
All cars are delivered with a full tank of fuel. You can choose how to pay for fuel:
- Option 1 - Prepayment for fuel. This option allows you to pay for fuel at the time of booking and return the car with an empty tank. Remember to purchase only as much fuel as you will need, as no refunds are provided for the unused portion.
- Option 2 - Refueling by the rental company. With this option, the renter pays Enterprise for the used fuel, which has not been refilled, at the time of return. The refueling fee is €3.69 per liter gross.
- Option 3 - Refueling by the renter You must refuel the car to full before returning it to avoid additional fuel charges.
Who is responsible for the car when it is returned outside of Enterprise office hours?
According to our General Rental Conditions, the renter is fully responsible for the car until our employee picks up the vehicle.
What if my flight is delayed?
The moment you receive information about the delay, please contact us. Agents keep track of flights, but a message from you will certainly make the whole process easier. Please note that if the delayed flight arrives after Enterprise's business hours, the booking will be rescheduled for the next morning.
Can I smoke cigarettes in a car with Enterprise?
There is a total ban on smoking tobacco products in Enterprise cars.
Does the security package from the intermediary company remove the deposit amount? Does Enterprise consider such a security?
Insurance purchased from a rental broker is an external service. The damage deposit is waived only when the SCDW/TP+ package is purchased directly from Enterprise. If you choose the insurance offered by the intermediary, the customer is still liable for damages up to the amount specified in the rental agreement.
Does Enterprise offer loyalty programs?
As an Enterprise customer, you can take advantage of the program with Enterprise Plus®. The more you rent, the more rewards you earn. You earn points for each qualifying rental payment at participating Enterprise locations worldwide. Points never expire as long as you remain an active member and make at least one qualifying rental every three years. Points can be redeemed for free rental days on any available car on any day - no off days - at thousands of participating locations worldwide. The free rental day includes only the base rate (time and mileage) and excludes taxes, fees, surcharges and optional products that are the responsibility of the renter. For more on this topic, visit www.enterpriserentacar.com
I type the last 4 characters of the driver's license and the document does not open. What is the password?
Sometimes when typing or scanning a driver's license, an error will occur and the last 4 digits do not match the real document. Write to us at customerservice@ehiglobal.pl, we will help you with the unlocking!
Can my pet ride with me?
Enterprise is pet-friendly. However, customers transporting pets are asked to provide them with appropriate carriers and to return the rented vehicle clean and free of hair marks to avoid additional cleaning or detailing fees. Renter who transports animals in a rented vehicle is fully responsible for any damage or destruction.
Does Enterprise offer unlimited mileage when renting a car?
Indeed, Enterprise offers rental cars with unlimited mileage.
I would be happy to establish a partnership with you. How can I contact you?
To establish a corporate contract with us, please email us at sales@ehiglobal.
Enterprise offers a simple corporate rate plan for profitable rentals to your employees.
Guaranteed rates for short term rentals at airports or other city locations.
Rates include CDW/TP package, third-party liability and 24-hour roadside assistance, as well as the ability to deliver and pick up your car at your private and business addresses.
Payments, charges and invoices
Why are the funds in my account being blocked?
Enterprise pre-authorizes on the payment card issued to the Renter prior to the commencement of rental in the amount of the rental cost, deductible or security deposit for damage claims, deposit for missing fuel and administrative fee.
When will the deposit be available in my account again?
On the day we sign the contract, we lock the deposit in the account. This money is not collected by us, but blocked. On the day of invoicing, that is, about two working days after the end of the rental, we take from the total amount of the deposit the amount shown on the invoice received by email. We settle the deposit on the day the customer receives the invoice, then it is up to the bank to reprocess this blockage and return the funds. This usually takes from 5-8 business days, but sometimes it takes longer. We suggest you contact your bank for more details as to when the funds will be available.
How can I get a copy of the invoice?
Text us at customerservice@ehiglobal.pl. Include your booking details in the message and our team will be happy to assist you and send you a copy of the invoice.
I have unexpected charges on my card, what do I do now?
If unexpected charges appear on your credit card, we recommend comparing the rental agreement with the invoice and reviewing the vehicle return protocol. The rental agreement is the document you receive when you pick up the car, which contains the terms, conditions and included charges; the invoice and the return protocol are sent when you return the car. If your credit card is charged with other charges, we always notify you via email, so we recommend checking your inbox or spam folder. If it is still unclear where the charges came from, please send a PDF confirmation from your bank along with your booking details in an email to customerservice@ehiglobal.pl.
The amount on my invoice differs from the amount on my bank statement. Why is that?
If the rental costs on your invoice differ from the amount appearing on your bank statement, this is most likely due to transaction fees and/or foreign exchange fees charged by your bank. We are not responsible for such fees, as they are automatically added to the transaction and their amount depends on the terms and conditions of your credit card provider.
If you have any questions, please email customerservice@ehiglobal.pl
Why was the money charged to me after the car was returned, if I paid on delivery?
The payment process is customized to the customer's needs, so that he can easily extend the rental or shorten it. For this reason, at the time of collection we only block on the card the funds needed for the rental fee + deposits, and only after the final return do we charge the card with the amount corresponding to the days used, and unblock the remaining funds. In this way, during the rental at the request of the customer, we can increase the blockade and thus extend the rental.
How do I get an invoice for my business?
In the case of a sale to a business entity, an invoice can be issued only if the purchaser's TAX is on the document confirming the sale. Remember to remind agents of your intention to receive an invoice for the company. NOTE: Once the lease ends, it will not be possible to change the data.
Are highway and other tolls covered by the Enterprise?
Freeway tolls and other tolls shall be paid on your own.
How can I pay the fine?
The fee should be paid directly to the law enforcement agency that issued the fine. Please read the details in the documents and follow the instructions given by the concerned institution.
Will I receive a full refund if I cancel the reservation?
A full refund is available for cancellations made at least 3 days before the rental start date. For reservations set up using email or phone with our customer service, cancellation is free. If the reservation was made through a third party, please contact the broker in question for information.
Do you accept payment in cash?
All major credit cards are accepted. All should be in the name and surname of the renter. Cash payments are not accepted.
How much is the car rental deposit?
The deposit and estimated rental cost will be blocked at the time of rental. A deposit of EUR 500 is required for car categories from mini to standard. A €950 deposit is required for cars and vans, luxury SUVs, full-size vehicles and premium vehicles. A €2,500 deposit is required for luxury and premium electric vehicles.
Is a car rental deposit required?
Yes, a deposit is required to rent a car in Enterprise. The amount of it depends on the class of the car and the additional services purchased.
Which forms of payment are accepted for car rental?
All major credit cards are accepted. Debit cards and cash are not accepted. All cards presented must be in the name of the renter. Revolut debit cards are aswell not accepted.
I want to return the car early, is there any extra charge?
You may shorten the rental period indicated in the rental agreement, but in this case Enterprise reserves the right to recalculate rental rates taking into account the reduced rental period.
Will I be charged an additional fee if I am late to return the rental vehicle?
If you are late, you must inform the branch or the customer service centre. If you are more than 59min late, an extra rental day will be charged. If there is no prior notification of lateness, a double charge will be made.
Roadside assistance and technic
My car won't start. What should I do now?
- Do you have your doors closed and seat belts fastened?
- Is the transmission set to P? (If it displays D1, that means you need to set to P).
- Is the clutch/brake depressed?
- Do you have an immobilizer at the key, does it light up? If you have an immobilizer, press the START button and/or click the immobilizer button a few times.
- Is there an LED light on the immobilizer? If it doesn't light up, it most likely means that you need to replace the battery in it.
- Do the clocks light up? Or has the car lost power and nothing lights up? (If there is no signal, the battery is probably dead).
- Get in and out, lock and unlock the vehicle.
If you still can't start the car, contact us! +48 22 250 02 16
I collided with someone, but it was that person's fault. Will I pay for the damage?
If the Renter provides Enterprise with full documentation and details of the at fault party, the Renter will not be liable for damage to the car resulting from a traffic accident caused by a third party. In such a situation, the police must be called, Enterprise must be notified immediately and the location of the accident must be indicated. The Renter must cooperate with Enterprise and the insurer in settling the damage. If he fails to fulfill his obligation to call the police or other formalities, he will be held fully liable for the damage, regardless of the chosen insurance package.
What should I do if I pour the wrong fuel?
If you realize that you have poured diesel into the gasoline tank before starting the engine, do not turn on the engine's ignition and start the vehicle. Diesel has completely different properties than gasoline and can seriously damage the engine, especially if it is introduced into the fuel system. Information about what fuel should be poured into the car can be found on the filler. Contact our hotline +48 22 250 02 16 if the wrong fuel has been poured in, we will organize roadside assistance.
What will happen if I get a fine?
If you receive a fine, you can pay it immediately according to the instructions on it or the instructions of the municipal guard/police officer. If the fine is not paid and Enterprise will be involved in resolving the case, under these circumstances it involves an additional cost of €30. In the case of speed camera fines, there is always an additional fee of €30 from Enterprise.
Protips
How to avoid speeding fines in Poland?
Pay close attention to road signs indicating permitted speeds. In Poland, the speed depends on the type of road and conditions.
- In built-up areas: Usually 50 km/h, unless another sign indicates otherwise.
- Outside built-up areas: 90 km/h.
- Expressways: 100 km/h.
- Highways: 140 km/h.
There are many roads in Poland with sectional speed measurement. Be extra careful in such places.
Are there any toll roads in Poland?
Tolls apply on certain sections of highways. In Poland, toll highways include sections of the A1, A2 and A4. The toll can be paid at toll booths (so-called gates). Note that Enterprise does not cover the cost of toll roads, you have to pay them yourself. For passenger vehicles, in addition to the above mentioned highways, some national roads may also be subject to tolls. However, a large part of the road network in Poland is free of charge. Before travelling, we suggest checking which roads are toll roads.