Frequently
Asked Questions (FAQs)

To become a PSW on our platform, you will typically need to upload copies of your PSW certificate, current background check, driver's license, and proof of vehicle insurance.

Approval typically takes between 1-3 business days, depending on document verification. You will be notified via email once your profile is active.

Yes, you have full control and can choose to accept or decline any trip requests sent to you.

Please attempt to contact the client. If they are more than 15 minutes late, you may cancel the trip with a nominal fee applied.

Payments are processed weekly and deposited directly into your designated bank account.

Prioritize safety. Contact emergency services (911) first, and then immediately notify our support line with the details.

Depending on the cancellation window, you may still receive a portion of the fare as a cancellation fee.

You can report issues directly through the app's 'Report Issue' feature, or contact our dedicated support team via phone or email.

You will be charged once the trip is successfully completed. A pre-authorization hold may be placed on your card when you book.

Refund eligibility depends on our cancellation policy and the timing of your cancellation. Please review the terms of service for details.

We track all our PSWs. If your ride is delayed, you will be notified via the app. You can contact support for assistance.

Your PSW's profile photo, name, and vehicle details (make, model, license plate) will be displayed in the app before they arrive.

All PSWs undergo rigorous background checks and continuous monitoring. We offer in-app safety features including trip sharing and 24/7 support.

Contact 911 immediately. Our PSWs are trained to handle emergencies, but your safety is paramount.

You can reach our support team 24/7 via the in-app chat feature or by calling the dedicated support number listed in the help section.

Please use the 'Report Issue' option after the trip or contact support directly with the PSW's name and trip details.

Your fare is made up of three parts: • Ride Charge — based on the distance of your trip ($1.00 per km by default, though individual care providers may have their own rate). • Time Charge — based on how long the service takes ($0.33 per minute by default). • Platform Fee — 15% of the total, which covers app operations and support. Tax (HST or GST, depending on your province) is then added on top of all three.

Every care provider has a minimum fare — this is the lowest amount they can earn for a completed appointment, regardless of how short the trip is. If the calculated cost of your ride comes in below that minimum, the base fare is applied instead. When this happens, you'll see a tooltip on the Time Charge line explaining that the minimum fee has been applied.

When the minimum kicks in, the platform first deducts its 15% fee from the base fare, and the care provider receives the rest as their time payout. The ride charge is then added on top for both sides. Example — 25.79 km trip, service lasted only 1 minute, base fare is $79.00 (Ontario, 13% HST): • Ride Charge: 25.79 km × $1.00/km = $25.79 • Time Charge: Minimum applied — base fare ($79) minus platform fee ($11.85) = $67.15 • Platform Fee: 15% of base fare ($11.85) + 15% of ride ($3.87) = $15.72 • Tax (HST 13%): Applied to $108.66 subtotal = $14.13 • Total Fare: $122.79 • PSW Earning: $67.15 (time) + $25.79 (ride) = $92.94 Without the minimum fee, the time charge for 1 minute would have been $0.33 — far below the $79 base fare. The minimum ensures the care provider is fairly compensated, and the platform fee is recalculated accordingly on the adjusted amounts.

Possibly. The fare displayed at booking is based on your estimated trip details. If your actual trip turns out longer or takes more time than estimated — and the real cost ends up higher than the minimum — you will be charged the actual cost, not the minimum. If the actual cost stays below the minimum, you pay the minimum.

Tax is applied to your full fare (ride + time + platform fee) at the rate for the province where your pickup is located. Common rates: • Ontario: 13% HST • Nova Scotia: 14% HST • NB, NL, PEI: 15% HST • Quebec: 14.975% (GST + QST) • BC: 12% (GST + PST) • Manitoba: 12% (GST + RST) • Saskatchewan: 11% (GST + PST) • Alberta, Territories: 5% GST

A temporary hold is placed on your card approximately 48 hours before your appointment. The actual charge is processed once your appointment is completed. No payment is taken if the appointment is cancelled or expires.

The platform fee (15%) is Gate2Gate's service charge — it covers the technology, support, and matching services. It is separate from what your care provider earns.

For Full Travel Assistance and Escort Only service types, no distance charge applies. You are only charged for the time and any applicable minimum fare.

Each leg of the trip (outbound and return) is calculated separately, then the two fares are added together for the total.

Documents are only required for our PSW partners. Clients only need a valid payment method.

The client sign-up process is instant. For service partners, see the 'About PSW' section.

Clients select their desired service level when booking, which dictates the type of assistance they receive.

As a client, you can extend your booking time through the app if you are running late, or contact your PSW directly.

Clients pay via the app before or after the service, depending on the chosen payment method.

Contact 911 immediately. Your assigned PSW will also follow emergency protocols.

Client cancellations are subject to our refund policy, which is based on the time remaining before the scheduled service.

PSWs should use the in-app reporting tool. Clients should use the customer support contact methods.

Your earning is the fare minus the platform's 15% fee. Specifically: • You keep 85% of the combined ride and time charge. • Gate2Gate retains the 15% platform fee. Your earnings are shown on the fare breakdown as "Your Earning" before tax is added.

Your base fare is the minimum you are guaranteed to earn for a completed appointment. If the calculated ride + time cost comes in below your base fare, the system automatically adjusts so that your time payout meets the minimum. Your ride charge is always paid on top of that.

When the minimum kicks in, here is how the numbers work: 1. Platform fee is taken from the base fare first (15%). 2. You receive the remaining 85% of the base fare as your time payout. 3. Your ride charge is added on top — you keep 85% of that too (the other 15% goes to platform fee as well). 4. Your total earning = time payout + ride charge. Example (base fare $79, ride 25.79 km, service 1 minute): • Platform takes 15% of $79 = $11.85 • Your time payout = $79 − $11.85 = $67.15 • Ride charge = $25.79 → your portion = $25.79 (100% of ride goes to you; platform takes 15% of ride separately) • Your Earning = $67.15 + $25.79 = $92.94 • Platform fee total = $11.85 + $3.87 = $15.72 • Tax (HST 13%) = $14.13 • Client's Total Fare = $122.79

Your rates are set on your profile. If no custom rate has been set, the platform defaults apply ($1.00/km for ride, $0.33/min for time). Your base fare is also set on your profile.

Payments are processed weekly and deposited directly to your designated bank account.

No. Tax is charged to the client on top of the fare. Your "Your Earning" figure is pre-tax and is paid to you in full — tax is a client-side charge collected for remittance purposes.