Frequently Asked Questions

We will not hold any reservation unless we receive a deposit. All deposits are non refundable. We can make exceptions to this policy solely at our discretion.

Weddings are the main reason for limousine companies having the larger more expensive cars. These cars cost in excess of $100,000.00 dollars and are very expensive to maintain and operate. Operators must make sure their costs are recovered and a reasonable profit margin is maintained in order to stay in business. Therefore this type of service must be priced at a level that reflects the cost of providing good service and the more expensive cars.

Generally we will not rent out the larger limousines for less than the minimum 5 hour wedding package for Saturday weddings. As most weddings take place on a few Saturdays during the summer we can not afford to rent out the limousine for less than that minimum.

Airport procedures are different for each terminal at Pearson Airport and often change due to the construction of the new terminal. Our office will explain the procedure at the time of booking and your chauffeur will confirm this with you when you are dropped off at the airport.

Stretch limousines provide no more trunk space than non stretched limousines. We can usually fit 4 large suitcases and 3 or four carry on pieces. If you feel you will exceed this or if you have large items such as golf clubs or skis please make sure you make our office aware of this when making your reservation. In order to prevent damage to the limousine we do not allow luggage inside the passenger compartment of the limousine.

Yes. Extra stops, even if on route are chargeable. Our office can quote you a rate based on the details of your reservation.

Gem limousine reserves the right to cancel any reservation under the following circumstances.

• Clients endanger themselves or the chauffeur.
• Excessively inappropriate behavior.
• Verbal or physical abuse of the chauffeur.
• Non Payment.
• Smoking inside the Limousine.
• Damages caused by clients to any property of Gem Limousine.
• Clients can not be located within ½ hour of pre arraigned pickup.

If reservation is cancelled for any of the reasons listed above, full payment is still required.

The rate charged for Limousine service is based on several factors. The distance traveled, the vehicle overhead/detailing costs/safety compliance, the amount of time needed, the distance to and from initial pickup and final drop off, the date and time of reservation are all taken into consideration.  The size of the vehicle will determine the min number of hours required for it to go out for service.  For example a 20 passenger limo bus isn’t booked out for an hour of service as we have approximately 2 hours invested before it even leaves our shop.  We charge a minimum flat rate plus an additional hourly charge based on the time required.  The hourly rate goes down slightly the more hours you book.  With hourly services you aren’t limited to the number of pickups/drop offs or individual trips made throughout the booking.  Some examples of hourly services are: Weddings, Wine Tours, Craft Beer Tours, Sporting Events, and Concerts.

If you are calling several different companies for price quotations you will undoubtedly get a wide range of prices. Usually you will find that several companies will be about the same price with one or two being significantly lower and one or two being higher. All professional reputable companies have similar expenses such as proper insurance, licenses and maintenance costs. Therefore in order to run a quality service and provide a living for themselves and their employees these companies will end up with similar pricing. The only way to cut costs and still make a reasonable profit is to cut something. This always translates to poorer service levels. This can equate to inferior limousines, poorly trained chauffeurs, unlicensed or uninsured operators, or part time operators who run their business at their own convenience.

Some companies will give a lower price to book a limousine in advance and then quote the same reservation to other clients for a much higher price. If someone is foolish enough to book at the inflated rate they will call and cancel the other client in favour of the better paying run.

A reservation will not be charged out at more than the quoted rate except under the following situations.

• If additional pick up or drop off addresses are added.
• If client is not ready at the arraigned times causing the limousine additional waiting time.
• If damage is done to the limousine or any property of Gem Limousine due to accident or misuse by the client or anyone in the clients party. This includes broken glasses, cigarette burns, damage to bar or any interior surface of the limousine.
• Additional time is requested above and beyond the original reservation.

Yes. All prices are subject to HST.

A gratuity for the driver is required for all reservations. 15% of the total bill is recommended. If requested the gratuity can be added to the invoice. In the unlikely event you feel that the chauffeur did not provide you with good service you may contact our office and we would be happy to refund you any gratuities paid.

We accept Visa, MasterCard, American Express, Cash, or Certified Check. Payments by non certified check can be arraigned one week before reservation date. For prime reservation dates a non refundable deposit may be required to hold your reservation. Payments must be made at the beginning of your reservation.

Yes. Even if you are paying by cash we require a credit card imprint in case additional charges apply. Gem Limousine will not put through any unjustified charges on your credit card. If requested the chauffeur will return the slip to you at the end of your booking once it has been determined no additional charges were incurred.

Gem Limousine is a reputable business. We honour all reservations as contracts. We can provide references if requested. We are a member of the Oakville Chamber of Commerce and both co owners are members of local Rotary Clubs. Our personal and professional reputations are on the line with every reservation. It is not in our best interest to break contracts with our clients without cause.

We require all reservations be made by someone 21 or older. If the vehicle will be used by someone under the age of 21 we require a signed credit card slip and signed agreement of responsibility authorizing Gem Limousine to hold the card holder responsible for damages or overage charges. If all passengers are under the age of 18 we require someone over the age of 21 be in the limousine as a guardian.

If you bring it on board and open it, you do so at your own risk and are subject to any fines.

Section 32(1) of Ontario’s Liquor Licence Act (LLA) states that no one is permitted to drive or have control of a motor vehicle while there is opened and readily available liquor in the vehicle. The LLA falls under the purview of the Ministry of the Attorney General, and questions about the enforcement of this section are referred to the police.

So what about limousines with a partition between the driver and passengers?

“Technically, it still remains a motor vehicle, no matter how you cut it. So when you look at the designation under 32(1) of the Liquor Licence Act, it designates a car, moving or not, and says no.

For weddings and night out service Gem Limousine will automatically supply ice and clean glassware for clients use. For all other services we supply ice and glassware at the client’s request.

Under no circumstances are clients allowed to stand up through the sunroof of the limousine once the vehicle is under way. If clients would like to take a picture standing through the sunroof we will allow this only before the trip begins. Our client’s safety is our number one concern. Should the vehicle be struck from behind or become involved in any other type of accident while someone is standing through the sunroof serious injury is almost guaranteed.

Under no circumstances do we allow smoking in our limousines. Local bylaws prohibit smoking in limousines and in order to provide a clean fresh interior for all our clients we strictly prohibit smoking. We reserve the right to cancel any reservation if clients smoke inside our limousines.