Dallas Gate LLC Policies

SERVICES

• Dallas Gate, LLC reserves the right to subcontract services out to other licensed and insured ground transportation providers without notice to the client.
• Dallas Gate, LLC is not responsible for items left in the vehicle.  Chauffeurs will inspect the vehicle to make sure that no items are left behind at the end of the service.
• Wheelchair-accessible vehicles are available upon advanced notice.

AIRPORT PICK-UP POLICIES

• Dallas Gate, LLC will automatically adjust the scheduled pick-up time based on a flight's scheduled arrival.  If a plane is delayed significantly, the company will make every effort to arrive upon landing but may be slightly delayed in these cases.
• COMMERCIAL FLIGHT TRACKING - All flights will be tracked via multiple flight tracking software options and your airline’s website.  Pick-up time for airport arrivals will be adjusted to match the expected flight arrival time.  It is the responsibility of the booker to provide accurate flight information.  In the event the client changes flights, they must inform Dallas Gate, LLC immediately or possible wait time/late cancellation fees will be incurred.  Dallas Gate, LLC is not responsible for inaccurate reporting of flight arrival times from any flight tracking software or commercial airline website.  Please note that Dallas Gate, LLC is not responsible for missing any connecting flights and/or major airline cancellations.  Rescheduling a new flight and/or date will be considered a new reservation.  Dallas Gate, LLC recommends you purchase travel insurance to protect all your travel.
• PRIVATE FLIGHT TRACKING - All private flight arrivals that have a trackable tail number will be held to the commercial flight tracking policy.  Private flight arrivals where no tail number is available, or the tail number is blocked, will have the vehicle staged 15 minutes prior to the flight’s scheduled arrival.  Wait time after the flight’s scheduled arrival will be billed at the standard wait time policy.  In order to minimize wait time charges, please update Dallas Gate, LLC immediately with any known changes to private flight arrival times or possible delays.

AIRPORT PICK-UP PROCEDURES

• Shortly after the plane arrives at the gate, please expect a text from the chauffeur providing you with directions to our designated pick-up location at the airport.
• In the event the passenger is unable to contact or locate the chauffeur, immediately call dispatch at 972-900-3340.

RATES

• ALL-INCLUSIVE - The rate you are quoted shall remain the same rate billed except for additional time used and possible additional charges.
• GRATUITY - Chauffeurs are paid an appropriate wage and 100% of the gratuity for the service(s) they perform.  If a chauffeur asks for gratuity or says that he/she doesn’t get a gratuity, please call our office immediately at 972-900-3340.  Additional gratuities for exceptional services are always welcome at the customer’s discretion but are not expected.
• ADDITIONAL CHARGES - Additional charges may apply for wait times, additional stops, tolls/parking, and damages.
• SPECIAL EVENTS/HOLIDAYS - Prices are subject to increase depending on events, games, holidays, etc.
• DEPOSITS - A deposit may be required if a requested service requires more than one chauffeur or vehicle.
• POINT-TO-POINT vs HOURLY - When a client requests both a drop-off and pick-up on the same day, and the drop-off and pick-up times are less than 2 hours apart, the job will billed as an Hourly service.
• HOURLY SERVICES - Hourly services are billed from the scheduled pick-up time until the final drop-off time, or the vehicle's minimum number of hours, whichever is greater.  Hourly services will be billed in full for the total number of hours reserved regardless of usage.  Hourly services that start or end outside of the home operating area will be charged garage-to-garage.
• STOPS - Stop charges apply to point-to-point transfers.  Stop charges include up to 15 minutes at the respective stop.  Stops exceeding 15 minutes may incur wait time or cause for services to be converted to an hourly charter.  Mileage fees may apply if stops are out of the most direct route of the transfer.  One 15-minute courtesy stop is provided on trips exceeding 90 minutes.  There are no stop charges on hourly services.
• TOLLS AND PARKING - Tolls and parking are billed based on actual usage and necessity.
• SPECIAL REQUESTS - In the event the client wishes to have additional amenities stocked in the vehicle that are not regularly provided, Dallas Gate, LLC may be able to provide such items.  Please note that a fee will be added to the final bill to cover the cost of the item(s) plus an additional surcharge for time and resources spent purchasing said item(s).

WEATHER AND OTHER UNFORSEEN CONDITIONS

• WARM WEATHER CONDITIONS - Please note, that large vehicles (Sprinters, Limos, Buses, etc.) are built with additional compressors to properly cool down vehicles during hot summer months.  These vehicles will cool the inside 20-30 degrees below the outside temperature.  When filled with passengers and extremely hot weather/sun is present, the vehicle may feel less cool than expected.  We always will make every effort to ensure a comfortable service but will not discount or refund services due high temperatures.
• COLD WEATHER CONDITIONS - Dallas Gate, LLC is not responsible for delays or the termination in winter caused by unsafe road conditions (e.g., not salted, accidents, road closures, etc.)
• Dallas Gate, LLC reserves the right to terminate services without notice, prior to the scheduled pick-up time, in the event that the weather would provide unsafe road conditions for the vehicle to be able to safely transport passengers.  In the event of unsafe road conditions, Dallas Gate, LLC will make every effort to provide a replacement vehicle with similar seating capacity for the service.
• All chauffeurs preplan the trip to ensure on-time arrival to all reservations.  Dallas Gate, LLC, its' chauffeurs and/or its affiliates shall not be held responsible for late arrival caused by (but not limited to) acts of nature, traffic delays, breakdown, incorrect pick-up and drop-off information, and any situation beyond our control.  Dallas Gate, LLC dispatch will notify you immediately via phone call or text message(s) with any updates regarding late arrival(s).

CANCELLATION POLICY

• 48-hour cancellation notice required for all services.  Cancellations within 48 hours will be charged the full price.
• Failure to notify Dallas Gate, LLC of a change in plans or cancellation will result in a full charge.
• Deposits are non-refundable.
• Dallas Gate, LLC is not responsible for missed connecting flights.
• Dallas Gate, LLC is not responsible for any major airline cancellations.  Dallas Gate, LLC recommends that you purchase travel insurance to protect all your travel.

DAMAGE POLICY

• The client will be liable for any damages that he/she or any passenger(s) make to any vehicle during a charter.  This includes but is not limited to smoking in a vehicle, vomiting in a vehicle, excessive spills/messes, burns, tears, broken glassware, etc.
• In the event of damages, you agree to pay the following charges associated with such damages:
  • Smoking in Vehicle - $500 + out-of-service cost
  • Vomiting in Vehicle - $500 + out-of-service cost
  • Rips, Tears, Burns - Actual cost to repair + out-of-service cost
  • Excessive Messes/Spills - $200 + out-of-service cost
  • Broken Fixtures - Actual cost to repair + out-of-service cost

ALCOHOL, INTOXICATION AND BEHAVIOR POLICY

In the event any passenger(s) do not follow the below policies, services may be terminated immediately without notice.  Dependent on the severity of the infraction, passenger(s) may be dropped off at the nearest safe location or police station.  If the chauffeur feels that the action(s) of any passenger is an immediate threat to the safety of any person or property, the chauffeur will call the police for assistance.  Terminated services are billable in full and no refund will be made.

• INTOXICATION - Dallas Gate, LLC is committed to providing a safe and enjoyable experience during every occasion, including ones where passengers may consume alcohol.  To ensure the safety of all passengers, the chauffeur, and property, passengers will not be permitted to enter the vehicle, or will be asked to exit the vehicle, in the event they have become overly intoxicated to the point of being belligerent, sick, or unable to walk by themselves.  This decision will be made at the discretion of the chauffeur and Dallas Gate, LLC.
• BEHAVIOR - For the safety of all passengers, the chauffeur, and the vehicle, the following behaviors are not permitted while in the vehicle:
  • Smoking of any kind (to include e-cigarettes and vape options)
  • Standing while the vehicle is in motion
  • Putting body parts or foreign objects out any windows or sunroofs
  • Aggressive behavior (including yelling, excessive arguments, fighting, threatening, etc.)
  • Throwing items
  • Being destructive towards property or the vehicle itself
  • Creating excessive messes and spills
  • Obstructing the chauffeur’s ability to drive safely
  • Any actions that break a local, state, or federal law

ZERO-TOLERANCE POLICY FOR INTOXICATING SUBSTANCES (CHAUFFEURS)

Dallas Gate, LLC does not tolerate the use of alcohol and/or illegal drugs by chauffeurs while performing services.  The use of alcohol, illegal drugs and misuse of prescribed and over-the-counter drugs subjects chauffeurs and clients to unacceptable safety risks that undermine the Dallas Gate, LLC's ability to operate safely, effectively and efficiently.

COMPLAINTS

Dallas Gate, LLC seeks to provide the highest level of services to our clients.  Should any service not meet your expectations, we encourage you to contact us at 972-900-3340 to allow us the opportunity to resolve any concerns.

Complaints to the City of Dallas: If you wish to submit a complaint to the City of Dallas, please dial 311 on your phone (local), call 214-670-3111, or visit www.dallascityhall.com.