1. Quote requests, payment, and confirmations
Submitting an unpaid website form, email, telephone request, or WhatsApp message does not by itself confirm transportation. For an eligible instant-fare trip, the reservation is confirmed when Stripe reports successful payment. Trips marked for manual review are confirmed only after Gate & Mile sends written confirmation. Customer-requested changes, cancellations, charge disputes, and refunds are handled under the policies below.
Optional post-trip gratuity: Stripe may securely save the payment method used for a reservation so the customer can later add an optional chauffeur gratuity without re-entering card details. Gate & Mile does not automatically add or charge a tip. A post-trip gratuity is charged only when the customer opens the private completed-ride page and presses a tip button displaying the percentage and dollar amount. Apple Pay, the card issuer, or Stripe may require an additional identity confirmation. Only one post-trip gratuity is accepted per order, and a combined receipt is emailed after successful payment.
2. Cancellations, no-shows, and refunds
- Airport and point-to-point: 4 or more hours before pickup: no fare cancellation charge; 1–4 hours: 50% of the confirmed fare; under 1 hour or no-show: 100% of the confirmed fare.
- Hourly and corporate: 24 or more hours before pickup: no fare cancellation charge; 4–24 hours: 50% of the quoted minimum; under 4 hours or no-show: 100% of the quoted minimum.
- Wedding and event reservations: event-specific deposit or cancellation terms are stated in writing before confirmation. If no separate terms are provided, the hourly schedule applies.
To avoid a no-show charge, contact Gate & Mile immediately if you cannot locate the chauffeur. A ride is treated as a no-show only after the applicable complimentary waiting period expires and at least two contact attempts have been made using the phone number supplied with the reservation. Eligible refunds are returned to the original payment method, normally within 5–10 business days.
Payment-processing costs: When a customer requests a cancellation or refund, the refund is reduced by the actual nonrefundable card-processing cost incurred for that transaction, as shown in the payment record. This deduction does not apply to duplicate or unauthorized charges, a cancellation by Gate & Mile, or when applicable law requires a full refund. Gate & Mile does not add an estimated or hidden refund fee; only the actual processor cost is retained.
3. Waiting time and flight delays
Non-airport pickups include 15 complimentary minutes. Domestic airport arrivals include 30 complimentary minutes and international arrivals include 60 complimentary minutes, measured from the flight's actual arrival time when a valid flight number is provided. Additional waiting is $12.50 per started 15-minute period. Gate & Mile monitors the flight information provided with the reservation; airline delays adjust the pickup plan without a rebooking charge. Customers must contact Gate & Mile promptly if flight information changes or a flight is cancelled.
4. Airport pickup
For curbside pickup, collect luggage and contact Gate & Mile with the terminal pillar number or other requested pickup detail. Pre-arranged meet-and-greet service is available for an additional $40. Airport fees are included in the confirmed rate and gratuity is optional.
5. Hourly service and itinerary changes
Mercedes-Benz S580, Chevrolet Suburban, GMC Yukon Denali, and Cadillac Escalade hourly service has a three-hour minimum. Known stops should be listed in travel order. Added stops, extra waiting, route changes, parking, tolls, or approved itinerary revisions may require a revised final amount. The customer is responsible for reviewing the confirmed schedule.
6. Vehicle, passenger, and luggage information
Successful payment confirms the selected vehicle category. If an unexpected safety or operational issue affects the assigned vehicle, Gate & Mile will provide an equivalent or upgraded vehicle at no added charge. Passenger and luggage capacities are planning estimates and may vary by bag size. The customer must disclose oversized luggage, child-seat needs, mobility requirements, or special items before confirmation so a suitable vehicle can be assigned.
7. Contact and acceptance
Questions, changes, or cancellations should be sent to reservations@gateandmile.com or handled by calling (626) 898-6999. The time Gate & Mile receives the request determines the applicable cancellation window. By approving a written confirmation or using the confirmed transportation service, the customer acknowledges these Booking Terms.
