Policies

Provider: The following booking and service policies apply to all journeys arranged through Farnborough Taxi Cabs, the executive Mercedes-only brand of Dinez Taxis and Airport Transfers, Farnborough GU14, licensed by Rushmoor Borough Council. These policies are designed to be clear, fair and free of hidden conditions.

Booking Confirmation

A booking is confirmed when you receive written or verbal confirmation from our dispatch team. At confirmation, a named driver and Mercedes vehicle are allocated to your journey. For pre-booked airport, port and long-distance work, you will receive the driver’s name and vehicle model the day before pickup.

Fixed Pricing

Every Farnborough Taxi Cabs journey is quoted as a fixed price at the point of booking. There is no per-minute meter, no surge multiplier, and no undisclosed additional charges. The price quoted is the price paid at the door. The only permitted additions are parking charges (billed at actual cost) and waiting time beyond the complimentary grace period.

Cancellations

Cancellations are accepted at any time. The refund applicable depends on the notice given relative to the confirmed pickup time:

• 7 or more days before pickup: 80% refund. A £15 administration fee applies to local bookings; £25 for airport, port or long-distance work.
• 48 hours before pickup: 50% refund, less the applicable administration fee.
• 24 hours before pickup: 20% refund, less the applicable administration fee.
• Under 12 hours before pickup: No refund is available. The vehicle and driver are fully committed to your slot at this point.

Administration fees are waived in full if you choose to hold the refund as a travel credit for a future booking. Credits remain valid for 12 months.

Waiting Time

Local pickups: A five-minute complimentary grace period applies. Waiting beyond this is charged at £9.00 per 15-minute period, billed pro-rata.

Airport inbound pickups: A 45-minute complimentary waiting period applies from the confirmed aircraft landing time (not the original pickup time). After 45 minutes, the following rates apply per 15-minute period: Mercedes E-Class — £9.00; Mercedes V-Class, Vito, S-Class — £15.00.

No-Show Policy

If a passenger cannot be reached after 90 minutes from the confirmed pickup time — following multiple contact attempts by phone, SMS and WhatsApp — the booking is recorded as a no-show and the fare becomes non-refundable. Our dispatch team makes every reasonable effort to make contact before this status is applied.

Vehicle Policy

Farnborough Taxi Cabs operates a Mercedes-only fleet. On rare occasions where demand exceeds fleet availability, a vetted third-party licensed vehicle of equal or higher specification may be dispatched. Fixed pricing, DBS-checked drivers and our service standards apply without exception in these circumstances.

A cleaning charge of £100 applies for any soiling or internal damage requiring remediation. We reserve the right to decline or terminate a journey where a passenger’s conduct presents a safety risk to the driver or vehicle.

Luggage and Passenger Capacity

Vehicle choice must reflect the actual passenger count and luggage volume of the journey. Where the booked vehicle proves insufficient on arrival, the journey may need to be rescheduled in a larger vehicle. We recommend confirming luggage volume at the time of booking, particularly for cruise and airport transfers.

Flight and Journey Tracking

For all inbound airport transfers, the driver schedule is adjusted to the actual landing time, not the original booking time. If your flight lands early, we move with it. If your flight is delayed, your waiting period begins from landing, not from the original confirmed time. Please supply your flight number at the time of booking to enable tracking.

How to Contact Us

For any query regarding a booking, cancellation or these policies, our dispatch team is available 24 hours.

Phone: 01252 265051
Provider: Dinez Taxis and Airport Transfers — Farnborough, Hampshire GU14 — Licensed by Rushmoor Borough Council