These transportation policies match the policies published in our MOOVS booking system. Please review them before booking with White Glove Transportation Services.

Billing

CANCELLATIONS AND PAYMENTS

SEDANS AND SUVS
Cancel at least 24 hours before your scheduled pickup for a full refund. If you cancel less than 24 hours before pickup, or do not show up, the full trip price is due.

VEHICLES WITH 14 OR MORE PASSENGER SEATS
This includes 14-passenger Sprinters, minibuses and charter buses. The rule is based on the vehicle's passenger capacity, not how many people ride.

PAYMENT DEADLINES
- Book more than 14 days before pickup: pay a 30% nonrefundable deposit when you book. We do not hold the vehicle until the deposit is paid.
- Pay the remaining 70% no later than 14 calendar days before the scheduled pickup time.
- Book 14 days or less before pickup: pay 100% when you book. We do not hold the vehicle until full payment is received.
Calendar days include Saturdays, Sundays and holidays. These are not business days. Deadlines use the local time at the pickup location.

IF THE BALANCE IS NOT PAID ON TIME
If the remaining 70% is not paid by the 14-day deadline, your reservation will be canceled. You lose the 30% deposit, and the vehicle is released for other bookings. A late payment does not restore your reservation unless we confirm it in writing.

IF YOU CANCEL
- More than 14 days before pickup: you lose the 30% deposit. Any amount paid above the deposit will be refunded.
- 14 days or less before pickup, or a no-show: the full price of each canceled vehicle is due.
The deposit is part of the total price, not an extra fee. All payments already made count toward what you owe. There is no separate $150 cancellation fee.
If we cancel solely because your balance was not paid by the deadline, the missed-payment rule above applies.

HOW TO CANCEL
Text 404-832-5668 or email [email protected]. Include your name, pickup date and a clear request to cancel. Tell us which trips or vehicles you are canceling.
Your cancellation time is when your message reaches us, not when we reply. We will send written confirmation. If you do not receive confirmation, contact us again. A missed call, dropped call or message that does not reach us does not cancel your trip. If we accept a cancellation by phone, we will send written confirmation.
All deadlines use the scheduled pickup time and the local time at the pickup location. Days mean calendar days, including weekends and holidays.

EMERGENCIES
Contact us as soon as possible. We review exceptions individually. An exception is not guaranteed.

PAYMENTS AND QUESTIONS
A credit card is required to reserve your trip. For sedan and SUV trips, the card may be charged before travel, usually during the week of your trip. Group-vehicle payment deadlines are listed above.
For billing questions, email [email protected].

Car Seats

CHILD SEATS AND BOOSTER SEATS

Request seats when you book. Child-seat service is available in SUVs and larger vehicles that we confirm can safely fit the requested seat. Car seats and booster seats may not be installed in our sedans, including seats you bring yourself.

Tell us each child's age, height and weight, and how many seats you need. We will confirm the right seat and availability before travel. We offer seats that face backward or forward, and booster seats. The child's size and the seat's instructions determine which seat and position can be used.

PRICE
Each WGT-provided car seat or booster seat costs $30 each way. One seat on a round trip costs $60. Cleaning and handling are included.

INSTALLATION
You do not need to bring your own seat if we have confirmed one for your trip. The accompanying parent or guardian must install the seat and buckle the child in, following both the seat and vehicle instructions. Allow time for installation before departure.

The trip cannot begin unless the child is properly secured. Parent installation does not remove the driver's safety responsibilities.

Damages

CLEANING AND VEHICLE DAMAGE

You are responsible for damage or excessive mess caused by you or anyone in your party, inside or outside the vehicle. This includes spills, bodily fluids, broken equipment, damaged seats, and exterior damage.

You must pay the full, reasonable, documented cost of the cleaning or repairs needed. If an item cannot reasonably be cleaned or repaired, you must pay its reasonable replacement cost.

White Glove Transportation Services alone selects and hires reputable, qualified cleaning and repair companies. Customers do not select, hire, direct, or arrange these services.

We will document the damage and provide an itemized explanation of the charge, supported by photos and the provider's estimate or invoice. Charges based on an estimate will be adjusted to the final cost.

PAYMENT FOR CLEANING OR DAMAGE

By accepting these terms, you authorize White Glove Transportation Services to charge your card on file for reasonable, documented cleaning, repair, or replacement costs covered by this policy.

We will send you an itemized notice before charging the card and a receipt after payment. If the payment is declined, the amount owed remains due, and we will send an invoice for payment by another method.

Miscellaneous

VEHICLE CLEANLINESS

Vehicles are cleaned at the start of each service day and freshened up between rides. Please tell your driver promptly about any spills or cleanliness concerns so we can address them.

Overages & Wait Times

TRANSFER WAITING
Non-airport: 10 minutes of waiting are included, starting at scheduled pickup or when the driver is ready at the pickup location, whichever is later. Early arrival does not start the clock early.
Airport: 30 minutes are included for domestic arrivals and 45 minutes for international arrivals, starting at actual gate arrival or driver readiness, whichever is later. Provide the correct flight number.
After that, waiting costs $30 per vehicle for each additional 15 minutes or part of 15 minutes: 1-15 extra minutes costs $30; 16-30 costs $60.

NO-SHOWS: PLEASE STAY IN TOUCH
Provide a working mobile number and keep your phone available. You may list an alternate booking contact, such as an executive assistant.
If we cannot find you, we will call and text the numbers on your reservation and try any listed alternate contact before releasing the driver.
Non-airport: respond within 15 minutes of scheduled pickup or driver readiness, whichever is later.
Airport: you have 15 minutes to respond after the included waiting time ends. With no response, the driver may leave after 45 minutes total for domestic arrivals or 60 minutes for international arrivals. Time starts at actual gate arrival or driver readiness, whichever is later.
After these contact attempts and deadlines, we may mark the trip as a no-show and release the driver. The full booked trip price is due, less payments already made. No separate waiting fee is added to a no-show charge.
If you or your booking contact responds, we will agree on the next steps and how long the driver can stay. If the trip continues, normal waiting charges apply. The response window is not extra free waiting.

HOURLY SERVICE: TRAVEL TIME COUNTS
For all hourly vehicle classes, including partner vehicles, time starts when the vehicle leaves the dispatch base stated in your quote and ends when it returns after your final drop-off. Your quote will show estimated travel time.
Travel to you, service time and travel back count toward billed hours. We round the combined total up once to the next whole hour, subject to the vehicle minimum. We do not round each leg separately. Five hours and one minute is billed as six hours.
Example: 30 minutes to reach you, four hours serving you and 30 minutes back equals five billable hours, not five hours with the passenger.
Hourly waiting counts toward billed hours, with no separate waiting fee or free waiting period. Personal stops, unrelated jobs and unnecessary early dispatch are not charged.

CHANGES AND EXTRA TIME
Added stops, distance or time may increase your price. Extensions depend on availability. We will explain extra charges as soon as practical and list them on your bill. You authorize payment of charges due under these terms using your payment method on file.

Passenger Behavior

PASSENGER SAFETY AND CONDUCT

Treat the driver and other passengers with respect. Threats, harassment, violence and damage to the vehicle are not allowed.

Wear seat belts where provided and follow the driver's safety instructions. Do not interfere with the driver or the safe operation of the vehicle.

Food and beverages require prior approval from White Glove Transportation Services.

If passenger behavior puts anyone in danger, the driver may end the trip at a safe location. No refund will be given when the trip is ended for unsafe passenger behavior. Any cleaning or damage charges are handled under our Cleaning and Vehicle Damage policy.

Seating Capacity

PASSENGERS AND LUGGAGE

Our sedans carry a maximum of two passengers for executive comfort. For three or more passengers, book an SUV or larger vehicle with enough capacity for your group.

Each passenger may bring one standard-size suitcase and one carry-on bag. All passengers and luggage must fit safely within the selected vehicle's listed limits.

Tell us your passenger count and luggage when booking. Tell us about extra bags, oversized luggage or special items before booking so we can confirm the right vehicle. Unusually large bags may require a larger vehicle.

Luggage must be safely stored without blocking seats, seat belts, doors or aisles. We cannot exceed the vehicle's listed passenger capacity or carry luggage that cannot be safely secured.

Smoking

Smoking, vaping and the use of smokeless tobacco products are not allowed in any vehicle. Any cleaning or damage charges are handled under our Cleaning and Vehicle Damage policy.

Trip Updates

You may receive reservation and pickup updates from our booking system. Your chauffeur may also call or text you to coordinate your ride.

Message frequency varies. Message and data rates may apply. Reply HELP for help or STOP to stop text messages.

Read the full MOOVS booking terms, including messaging and data-handling terms. See also our Privacy Policy and Refund Policy.