Taxi booking conditions — what every quoted fare actually covers
These taxi booking conditions explain what a confirmed quote covers, how cancellations are handled, what waiting time is included, and the limits on luggage and passenger numbers per vehicle class. The conditions apply to every Farnborough Taxis EU booking unless varied in writing for corporate account holders.
Plain-English terms for our bookings.
No legalese gymnastics. The rules below apply to every Farnborough Taxis EU booking, local or executive.
1. Quotes
All quotes are fixed at the time of booking. Quotes assume reasonable luggage and direct routing. Diversions, additional stops or excessive luggage may incur a supplement, agreed verbally before journey.
2. Bookings
All bookings advance only — meaning forward-dated, not retroactive. ASAP local taxi requests are accepted as advance bookings for the next available slot. Executive chauffeur bookings require a minimum of four hours’ notice.
3. Cancellations
Local taxi: cancel any time before driver dispatch at no charge. Airport transfers: cancel up to 2 hours before pickup at no charge. Executive chauffeur: cancel up to 12 hours before pickup at no charge; inside 12 hours, 50% may apply.
4. Late arrival by passenger
The driver waits 10 minutes free at any local pickup. Airport pickups include 60 minutes’ free waiting after wheels-down. Beyond that, waiting is charged at our published hourly rate.
5. Money-back-if-late
If a booking error or driver-side delay causes you to miss a check-in window, the fare is refunded in full. Refunds do not extend to delays caused by traffic incidents, weather, or the passenger’s own actions.
6. Vehicle damage
The passenger is liable for cleaning costs caused by spillage, sickness, or pets not declared at booking. Standard cleaning fee: £75. Heavy cleaning: £150.
7. Lost property
We hold lost property at HQ for 28 days. Return by post chargeable at cost.
8. Licensing
Farnborough Taxis EU is a brand of Dinez Taxis and Airport Transfers, licensed by Rushmoor Borough Council. The licensee is responsible for driver and vehicle compliance.
9. Complaints
Email customer.support@dinez.co.uk or write to 151 Grosvenor Road, Aldershot, GU11 3EF. We respond within 5 working days. Unresolved complaints can be referred to Rushmoor Borough Council Licensing. How the personal details attached to a booking are stored and used is set out in the privacy notice.
10. Passenger numbers and luggage by vehicle class
Every quote is priced against a named vehicle class, and that class sets the limit. The Mercedes E-Class carries three passengers with three cases; the S-Class carries three with two, because the boot is shallower; the Tesla matches the S-Class at three and two. The Lexus takes four passengers with four cases. Above that, the V-Class seats six with six full-size cases (or seven travelling light), the Vito eight with eight, and the Sprinter Jet sixteen with sixteen. Tell dispatch the real case count when you book. A group that arrives with more luggage than the booked class can legally carry has to be re-allocated to a larger vehicle at the larger vehicle’s rate, and on airport runs that reallocation is rarely instant.
11. Fares, quotes and
Quotes are given as one total for the vehicle, not per seat, and they are held for the journey as booked. If a route involves a toll, a congestion or clean-air charge, or an airport drop-off fee, ask whether it sits inside your quoted total when you book — dispatch will confirm it in writing so there is no doorstep arithmetic on the day.
12. Child seats, mobility aids and assistance dogs
Tell us at the time of booking if you need a child or booster seat, if a wheelchair or walker is travelling, or if you are bringing an assistance dog. Assistance dogs travel with you as a matter of course. Child seats and wheelchair-accessible vehicles depend on which vehicle is allocated, so we confirm what is available for your booking before the day rather than promising it at the kerb.
13. Your booking reference
Every confirmed booking carries a reference. You can check the live state of that reference on the booking status page without phoning dispatch — it returns the stage the job has reached, the route, the time, the vehicle class and when the record last changed, and nothing else. If you need a person rather than a status, the office line is 01252 265051.
14. Governing law
These conditions are governed by the law of England and Wales. Nothing in them removes a statutory right you hold as a consumer, and nothing in them displaces the conditions attached to the operator licence issued by Rushmoor Borough Council.