Gem Worldwide - TERMS, CONDITIONS & FAQ's

You can create a profile online. But if you've used our services in the past, there's a likelihood that you already have a profile saved in Gem's database. Please try the "Forgot Password" function on the Login Page. If the email is not recognized, you can create a profile on this page.

Yes, you can support multiple profiles but this must be setup by an employee from Gem. If interested in this setup, please visit https://www.gemlimo.com/online-booking-agent and fill out the short form and someone from Gem's office will reach out promptly. If you already have been setup to book for others, please email websupport@gemlimo.com providing your name

This could mean that the reservations were booked without a profile associated with them, or they are under a profile not associated with your login. If you received a confirmation, your trip is active. Please reach out to Websupport@gemlimo.com to address this issue promptly.

Gem services every major city around the world. Due to the countless city-pair combinations, Gem's system may not have a rate loaded. Please proceed with your booking and a reconfirmation will be sent with the actual price. From there, we load the rate to be available for future transport needs.

If you company has an agreement with Gem, your business email & domain name is loaded into Gem's database. This will ensure when your profile is created it will automatically associate your new profile with the corporate account. If you have any questions please reach out to websupport@gemlimo.com

Yes, you can use both Gem's website portal and mobile application in conjunction with each other. If you already use the website for booking, simply download the Gem Limousine Worldwide Mobile App and register as a "New User." You should see your active and historical bookings within once successful. If you have any issues, please reach out to websupport@gemlimo.com.

Yes, you can use the website and access your existing profile by simply selecting "Forgot Password" on the login page. If you are new to Gem, create a profile here.

Gem may be experiencing some capacity issues at the approximate time and/ or location you specified on the reservation. This does not mean that Gem can't accommodate, Gem's office needs to assess the logistics prior to confirming the booking. Please either email: reservations@gemlimo.com or call 732-596-0900 to confirm availability. Thank you for your understanding!

Gem Worldwide tracks incoming flight arrivals and auto-adjusts your reservation pickup time to the "true in-gate time." This allows Gem's dispatch team to properly plan your scheduled pickup and minimizes the risk of being billed for waiting time.

In the settings portion of Gem's web portal, you have the option to store multiple locations such as "Home", "Office", etc. When booking a trip, you can simply type "Home" for the address to populate. This is convenient when booking for multiple travelers with one set of login credentials. If you book for multiple people at once, and are not yet setup as a booking agent. Visit this link and apply today.

You can download the instructions on the link attached.

Please reach out to info@gemlimo.com and someone will walk you through the process and terms of direct billing to a corporation.

Please contact info@gemlimo.com to discuss opening up a corporate account. Gem Limousine is integrated with corporate booking tools such as but not limited to Concur, Groundspan, Deem, Sabre & Ground Exchange. We are very interested in streamlining your travel program through these tools that maximize travel volume efficiency.

We would love the opportunity to discuss further, contact info@gemlimo.com

Billable Cancels are canceled trips after the pickup date and time threshold set-fourth for each vehicle type specified below unless otherwise noted by a staff member at the time of booking. Due to special circumstances, Gem's cancellation policies can differ from those stated below: Sedans & Vans: NJ, NY & PA 2 Hours, other locations 2 hours unless otherwise specified Vans & Sprinters: 48 Hours Mini-Buses: 1 Week Motor Coaches & Weddings: Extended cancellation policies that will be discussed at the time of booking International (outside of US & Canada): 48 Hours

Gem provides non-billable waiting time or "Grace Periods" that vary depending on the pickup locations. After the Grace period is exhausted, Gem charges the vehicle hourly rate in 15 minute, rounded intervals. Gem's Grace Periods can be defined below: Commercial Airport Pickups: 1 Hour Home, Office, Hotel, FBO Pickups: 15 Minutes

No shows are considered when Gem's chauffeur is unable to get in contact with the passenger. In events like these Gem's accounting department charges the card on file in full plus any applicable waiting-time that occurs.

Gem provides hourly services globally whereas the chauffeur remains in service for the passenger at their discretion. Trips are sometimes converted to hourlies when the trip falls outside of the normal scope of business. Hourlies are also useful when the passenger has a dinner or meeting and are unsure of the approximate end time at the stop location. Some vehicles are restricted to hourly only with minimums such as Mini-Buses and Motor Coaches. Hourlies begin and end from "portal to portal", which means the client is billed en-route to the pickup and during his return to the local base.

Pet and Service Animal Policy Gem Worldwide is dedicated to providing accessible and accommodating transportation for all passengers, including those with disabilities who require service animals. However, if the chauffeur feels unsafe at any time due to the animal interfering with their ability to provide safe and reliable transportation, the chauffeur reserves the right to abort the trip. In such cases, the client will remain fully responsible for the fare and any applicable cleaning fees. Below is our policy regarding pets and service animals in our vehicles. 1. Service Animals We welcome passengers with disabilities who rely on service animals. Service animals are defined as dogs or other animals individually trained to perform tasks for people with disabilities. Passengers with service animals will not be refused service or charged additional fees. Service animals are permitted to ride in the back seat of the vehicle, but not in the front passenger seat. Passengers are responsible for the behavior and supervision of their service animal. If the service animal becomes disruptive (e.g., excessive barking, jumping on other passengers, or posing a safety risk), the driver may request that the animal be controlled. Service animals must be harnessed, leashed, or tethered unless these devices interfere with the animal's tasks. If such devices interfere, the handler must control the animal by voice, signal, or other effective means. 2. Emotional Support and Therapy Animals Emotional support and therapy animals are not considered service animals under the Americans with Disabilities Act (ADA). However, Gem Worldwide will make accommodations for emotional support animals, provided they are leashed or harnessed and remain in the back seat. Special approval must be obtained prior to the trip. 3. Pets Pets that are not service animals are not allowed in our vehicles unless securely placed in an appropriate carrier. All pet transportation requests must be approved in advance and are subject to applicable fees. 4. Cleanliness and Responsibility Passengers are responsible for ensuring their service animal or pet does not cause damage or hygiene issues inside the vehicle. A minimum cleaning fee of $250 will be applied if cleaning is required due to excessive shedding, vomit, urine, or fecal matter. If the animal causes any damage to the vehicle, such as scratching or tearing seats, chewing interior components, etc., the passenger and/or their company may be held responsible for restoring the vehicle to its original condition. Any additional stops required for animal care during the trip will be charged at the vehicle's hourly rate in 15-minute intervals.