Aldershot, Farnborough, Farnham, London, Heathrow, Gatwick, United Kingdom
This policy governs the operations of Dinez Taxis and Airport Transfers, a provider of local taxi services, executive travel, airport transfers, chauffeur-driven cars, and limousine services. It is established to ensure the highest standards of safety, service quality, financial accountability, and full legal compliance. This policy applies directly to company-employed drivers. Independent suppliers and contractors are responsible for complying with all applicable UK laws and licensing requirements, while also adhering to Dinez Taxis and Airport Transfers’ operational standards when delivering services on its behalf.
Customer Care Policy
We are committed to delivering a safe, reliable, and comfortable travel experience for every passenger. Our licensed private hire and airport transfer services are designed to be professional, efficient, and customer-focused at every stage of the journey. With DBS-checked drivers and chauffeurs, well-maintained vehicles, and transparent fixed pricing, we ensure peace of mind and exceptional service from booking to drop-off. Our brand promise is to deliver comfortable, reliable, and efficient travel experiences.
1. Professional and Courteous drivers and chauffeurs
We partner with licensed and insured local drivers, professional chauffeurs, and trusted suppliers. Each is trained in customer service and committed to being polite, respectful, and helpful at every stage. Our team ensures a seamless, positive customer experience across all touch points of the journey.
2. Timeliness and Reliability
Punctuality is our top priority. Our licensed drivers and chauffeurs plan ahead for traffic and route conditions to ensure passengers reach their destination safely, efficiently, and on time. We have invested in a state-of-the-art taxi and limousine dispatch system that provides automated notifications, keeping customers fully informed about booking status and driver location for complete peace of mind. To further enhance the experience, clients and drivers receive advance journey updates, while our 24/7 customer support team monitors live bookings and manages all communication channels to ensure a seamless travel experience.
3. Clean and Well-Maintained Vehicles
Our fleet of Mercedes vehicles and executive cars, along with standard cars, are cleaned after every journey, regularly serviced, and safety-inspected to ensure maximum comfort and reliability. Passengers can always expect a professional, comfortable, and well-presented, highly organised ground transportation services.
4. Safety and Security
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All our licensed and insured drivers and chauffeurs operate fully compliant vehicles that undergo regular scheduled maintenance and safety inspections. We ensure strict adherence to United Kingdom (UK) road regulations, supported by advanced GPS tracking for added passenger security and peace of mind.
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For additional safety measures, please see our dedicated policy for Unaccompanied Minor Transfer Services
5. Transparent Pricing
We maintain a transparent and upfront pricing policy with no hidden charges. Fares are calculated based on distance, time, service type, and specific customer requirements. For local journeys, rates can be agreed using a council-approved meter, ensuring fairness and compliance with licensing regulations. Here is the current metered taxi fares in Farnborough and Aldershot areas only.
6. Communication Channels
We provide 24/7 support via WhatsApp and e-mail communications. Our team is available at all times to assist with bookings, changes, and customer queries. We also have a dedicated page for Frequently Asked Questions (FAQ)
7. Continuous Improvement
We encourage customer feedback and we have an automated feedback system and conduct regular service reviews. Insights are used to refine our services and maintain high industry standards.
Passenger Safety & Service Quality
All passengers must wear seatbelts provided.
Chauffeurs will always use the safest and most efficient routes.
Courtesy, professionalism, and respect must be maintained at all times.
Staff Training Policy
All drivers must hold a valid licence and must immediately notify management or the relevant licensing authority of any penalties, endorsements, or suspensions.
Drivers are required to remain fully up to date with UK road regulations, company policies, and customer service standards.
Mandatory training for administrative support staff includes professionalism, safeguarding, disability awareness, emergency handling, GDPR compliance, and operational workflow procedures.
All new employees undergo comprehensive onboarding to ensure alignment with company policies, legal requirements, and service standards. The training are delivered online and some were on video learning files, we are utilising the latest learning and communications technology. The video training was prepared by Mr. Dinez Carnay.
Employee performance is reviewed on a regular basis, with incentives and career progression opportunities available for those who consistently demonstrate excellence and compliance.
Vehicle Safety, Maintenance and Fitness to Drive Policy
At Dinez Taxis and Airport Transfers, the safety of our passengers, drivers, and the general public is paramount. To ensure the highest standards of safety, compliance, and reliability, the following requirements apply to all company vehicles and licensed drivers:
By accepting a trip, the driver and/or supplier affirms their immediate and ongoing compliance with our fitness-to-drive policy. This includes confirming that they are adequately rested and free from any impairing substances, that their vehicle is roadworthy and has been inspected, and that all their required legal documents, including driver's license, commercial insurance, and vehicle registration, are valid and current.
A failure to meet these requirements constitutes a breach of contract and places full liability on the driver or supplier.
1. Daily Vehicle Safety Checks
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Drivers must complete a daily vehicle maintenance form before commencing any shift.
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The form must record:
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Date and time of inspection
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Driver’s name and signature
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Vehicle mileage at start of shift
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Condition of key safety components (tyres, brakes, lights, indicators, mirrors, wipers, bodywork, seatbelts, warning lights, fluids).
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Any defect must be reported immediately to management, recorded in the log, and rectified before the vehicle is used for passenger transport.
2. Ongoing Maintenance & Inspections
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Vehicles undergo routine servicing in line with manufacturer guidelines and licensing authority requirements.
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Licensed mechanics must carry out regular safety inspections to maintain roadworthiness.
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All vehicles must display valid licence plates and windscreen tags issued by the licensing authority (unless exempt).
3. Fuel & Cleanliness Standards
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Vehicles must be sufficiently fuelled before accepting bookings.
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Vehicles must be kept clean, smoke-free, and presentable at all times, both inside and outside.
4. Driver / Supplier Responsibilities
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Only licensed and authorised drivers may operate company vehicles.
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Drivers must immediately notify management / licensing authorities of any motoring offences, penalty points, or licence suspensions.
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Follow the guidelines, policies, terms and conditions set by the licensing office / regulator.
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Seatbelts must be available and functional for every passenger.
5. Record Keeping & Compliance
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Completed daily maintenance forms must be submitted either electronically or in hard copy at the end of each shift and retained for inspection.
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Failure to complete required checks, report defects, or comply with safety standards may result in disciplinary action, suspension, or removal from duty.
Shift and Fatigue Management Policy
At Dinez Taxis and Airport Transfers, we recognise that driver fatigue poses significant risks to passenger safety, service quality, and regulatory compliance. This policy outlines the standards and procedures designed to minimise fatigue, maintain driver alertness, and promote safe working practices.
Company-Employed Drivers
This policy applies directly to all drivers employed by Dinez Taxis and Airport Transfers. Company drivers must adhere to scheduled rest periods, shift rotations, and all relevant working time regulations. Management reserves the right to suspend or reassign bookings if a driver shows signs of fatigue or fails to comply with this policy.
Independent Drivers, Chauffeurs, Suppliers, and Contractors
By accepting bookings via different means of communications / platforms through Dinez Taxis and Airport Transfers, all independent drivers, chauffeurs, suppliers, and contractors confirm that they comply with UK working time and fatigue regulations. While they are responsible for maintaining their own fatigue management policies, it is the company’s responsibility to ensure they are aware of the applicable regulations and demonstrate compliance when operating on our behalf, moreso before commencing in the job.
Enforcement and Accountability Failure to adhere to
fatigue management standards may result in corrective measures:
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For company drivers: disciplinary action, suspension, or termination.
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For independent drivers and contractors: suspension from bookings, removal from approved supplier lists, or termination of contracts.
1. Shift Scheduling & Rotation
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Shifts are scheduled in defined rotation patterns to allow drivers sufficient rest between duties.
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No driver may commence a shift without a proper rest since their previous duty.
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Drivers must not accept back-to-back jobs that compromise rest requirements.
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Longer trips must be allocated to a driver with enough rest.
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By accepting the jobs, all drivers and suppliers affirmed that they are fit to drive and the vehicle is declared as safe to drive , confirming adequate rest, compliance with legal requirements, sobriety, and roadworthiness of the vehicle; failure to comply places full liability on the driver or contractor.
2. Maximum Working Hours
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Drivers must have a well-spaced job allocations
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All driver working hours and bookings are meticulously logged through our electronic system. This data is reviewed on a weekly basis by our management team to ensure complete accuracy and transparency in the payment process.
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Any breaches are investigated and corrective action taken immediately.
3. Breaks & Rest Periods
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Drivers are entitled to regular breaks especially for longer trips.
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Breaks must be taken away from the vehicle whenever possible to encourage proper rest.
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Adequate overnight rest is required before starting early morning or long-haul airport journeys.
4. Monitoring & Responsibility
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Electronic scheduling systems are used to track driver hours, rest periods, and availability.
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Drivers, suppliers or contractors must self-report any signs of fatigue and may decline a booking if they feel unsafe to drive.
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Management reserves the right to suspend a shift or reassign bookings if fatigue is suspected.
5. Health, Well-being & Support
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Drivers are encouraged to maintain a healthy lifestyle including good sleep hygiene, hydration, and nutrition.
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Guidance is provided on managing shift work, including the risks of caffeine overuse and late-night driving.
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Any medical conditions or medication that may affect alertness must be reported confidentially to management or the licensing office.
6. Incident & Fatigue Reporting
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Any incident where fatigue is suspected to be a factor must be reported immediately.
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Reports are reviewed by management and may result in revised schedules, additional training, or health referrals.
7. Compliance & Enforcement
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This policy applies to all drivers solely employed by Dinez Taxis and Airport Transfers, including company employees.
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Repeated breaches of working time limits or failure to report fatigue may result in corrective measures, including disciplinary action, suspension, or termination of employment or contracts.
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It is the responsibility of self-employed drivers, suppliers and contractors to ensure that their drivers and chauffeurs are aware of, and adhere to, the relevant fatigue management policies and legal requirements that apply to them when operating on behalf of Dinez Taxis and Airport Transfers.
Complaints & Lost Property
Complaints
Our commitment to your satisfaction is being dedicated in providing an exceptional travel experience. If you have a concern or complaint, we've made the process simple and transparent.
For a swift resolution, please provide your booking reference when you contact us via our LIVE Customer Support chat or by Email. A booking reference is a unique, 6 to 7-digit numeric identifier. It serves as the primary lookup tool for a customer's travel itinerary and associated details. Use this reference to quickly locate and manage all aspects of their booking.
Upon receiving your complaint, our team will conduct a thorough investigation using all relevant booking history and communication records (including email, WhatsApp, and phone logs). Every issue is documented and tracked for a prompt and fair resolution, ensuring we meet our high standards for customer service. For serious or unresolved issues, we have clear escalation procedures in place to guarantee timely and accountable action.
All complaints are documented, and corrective actions are tracked electronically to ensure continuous improvement and compliance with company standards. Escalation procedures are in place for any unresolved or serious issues, ensuring timely resolution and accountability.
Lost Property
At Dinez Taxis and Airport Transfers, we are committed to handling all lost property in a secure, transparent, and compliant manner. This policy sets out clear procedures for storing, recording, returning, and disposing of lost property, ensuring passenger trust, safety, and accountability at all times.
If You've Lost an Item 🔎
Step 1: Contact Us Immediately
As soon as you realize an item is missing, please contact us with the following details:
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Booking Reference: Your unique 6 or 7-digit booking number.
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Detailed Description: Provide as much detail as possible about the item (e.g., brand, color, contents).
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Contact Information: Your name and phone number.
Step 2: Proof of Ownership
To protect your property, we require proof of ownership before an item can be released. This can be your booking reference, a photo, a receipt, or a valid ID.
Step 3: Arrange Collection
We will contact you to arrange a time for collection. A reasonable administrative fee may apply to cover operational costs; you will be notified of any fees in advance.
If a Driver Finds an Item 🔑
Immediate Return (Driver is still in the vicinity): If a customer reports a lost item while the driver is still in the area, the driver will make an immediate return.
Standard Procedure:
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Handover: The driver will hand the item to management at the earliest opportunity.
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Record: Management will log the item in our secure system, including the date, time, vehicle, and a description of the item. High-value items (e.g., jewelry, electronics) will be stored in a separate, secure location.
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Retention Period: The item will be securely held for a maximum of 14 days.
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Unclaimed Items: After 14 days, any unclaimed items will be surrendered to the local Police Station in compliance with the Rushmoor Borough Council taxi licensing policy. All transfers to the authorities will be documented in our records.
Important Note: Perishable or hazardous items will be disposed of immediately and responsibly to ensure safety.
Other relevant issues:
(a) Secure Storage of Lost Property
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All items found in company vehicles must be reported immediately and handed to management
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Items will be stored securely in a locked facility with restricted access.
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High-value items (e.g., jewellery, electronics, passports) will be kept in a separate secure location with enhanced logging requirements.
(b) Identification and Reuniting with Owner
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Reasonable steps will be taken to identify and contact the rightful owner.
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Methods may include:
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Reviewing booking records or passenger communications.
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Contacting the passenger directly using verified booking details.
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Ownership must be proven through evidence such as a detailed description, booking reference, receipt, ID, or other confirmation of travel.
(c) Records of Lost Property and Claims
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Every item must be recorded in the Lost Property Register or electronic dispatch system, including:
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Date and time the item was found.
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Vehicle or location of discovery.
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Description of the item.
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Name of the driver/staff who submitted it.
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Actions taken to contact the owner.
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- When returned, records must also include:
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Date and time of collection.
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Full name, contact details, and signature of the claimant.
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Proof of ownership provided.
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Records will be retained for audit and compliance purposes.
(d) Uncollected Lost Property
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Un-collected lost property will be securely retained from 7-14 days, or sooner / longer as required by law or regulatory authority.
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Perishable or hazardous items may be disposed of immediately in a safe and responsible manner.
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After the retention period:
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All items will be handed to the local licensing authority or law enforcement.
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All disposals or handovers must be documented in the Lost Property Register.
Safeguarding, DBS and Equality
Staff Vetting and Equal Opportunity Policy
All staff are required to undergo a full Disclosure and Barring Service (DBS) check and complete mandatory taxi safeguarding training prior to commencing their duties.
In addition, any virtual assistants employed abroad must obtain a stringent vetting clearance approved by the National Bureau of Investigation (NBI) before starting work. This ensures that all personnel, whether local or remote, meet our high standards of integrity, safety, and compliance.
Any safeguarding concerns must be reported immediately and will be managed confidentially, in line with statutory guidance and company safeguarding policies.
We are an equal opportunity employer, committed to diversity, inclusion, and disability awareness, ensuring that our workplace and services remain fair, respectful, and accessible to all. We are fully aware of:
REQUIREMENTS OF THE EQUALITY ACT 2010
All private hire operators are legally required to accept bookings for or on behalf of any disabled person if they have a suitable vehicle available under the Equality Act 2010.
Financial Responsibility
Private Hire Fares
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All private hire drivers licensed with Rushmoor Borough Council Taxi Licensing may use a taximeter calibrated and sealed by a council-approved provider.
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When we use licensed Hackney Carriage drivers as suppliers, we may fixed the fare and agreed by the client.
Company Pricing
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All fares are charged in line with our company pricing policy and legal requirements.
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Passengers will always receive clear information on fare during booking or within the booking confirmation.
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No hidden charges are ever added.
Chauffeur & Limousine Services
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Specialised services (chauffeur-driven or limousine hire) are charged based on value based pricing commensurate to the following criterias:
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The type of vehicle used
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The nature of the service requested
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Prices must be pre-agreed with clients before the journey begins, usually included in the quote or booking confirmation.
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Pricing can be sent via any electronic confirmation or notifications.
Driver Responsibilities
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Drivers must check that their taximeter is working, accurate, and sealed before starting duty.
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Any faults or calibration issues, do not use the meter and must be reported to the licensing immediately.
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Fares must only be charged in line with approved rates and agreed terms.
Company Commitment
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Fares are reviewed regularly to ensure:
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Compliance with taxi licensing rules and regulations
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Fairness to passengers
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Transparency in all transactions
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Compliance Obligations and Corrective Actions
Company Drivers & Chauffeurs
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Compliance with Standards
All company-employed drivers and chauffeurs must adhere to company procedures and meet all legal and licensing requirements, ensuring every journey is safe, professional, and fully compliant with UK private hire and chauffeur regulations. -
Reporting Responsibilities
Any incidents, accidents, or customer concerns must be reported immediately through company channels. Prompt reporting ensures high service quality, passenger safety, and regulatory compliance. -
Policy Enforcement
Failure to comply with company policies or legal obligations may result in corrective measures, including retraining, suspension, or termination, in accordance with employment and licensing regulations. -
Accountability for Damage
If a vehicle or company property is damaged due to negligence, the responsible employee may be required to contribute to repair or replacement costs.
Additional Best Practices
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Completion of mandatory training, including safeguarding, disability awareness, and fatigue management.
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Daily vehicle checks and maintenance logs.
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Participation in continuous improvement programs based on feedback and service reviews.
2. Independent / Self-Employed Drivers, Suppliers & Contractors
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Compliance with Standards
Independent drivers, suppliers, and contractors are responsible for maintaining and following their own policies while operating in line with UK legal and licensing requirements. They must also be aware of and respect Dinez Taxis and Airport Transfers’ operational requirements when providing services on our behalf.
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Reporting Responsibilities
Incidents, accidents, or customer complaints involving independent drivers or contractors must be reported promptly to both their own management and Dinez Taxis, to ensure accountability and transparency.
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Policy Enforcement
Non-compliance may result in contractual consequences, such as temporary suspension from bookings, removal from the approved supplier list, or termination of the agreement.
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Accountability for Damage
Independent drivers and contractors are responsible for any damage caused through negligence to vehicles or company property during the provision of their services.
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The use of Public Service Vehicle (PSV) and Passenger Carrying Vehicles (PCV) drivers for a private hire booking is not permitted without the informed consent of the booker, who must be told that the checks are not the same and do not include an enhanced DBS check.
- Where third row seats are included in the licensed seating capacity of a vehicle, passengers must be notified in advance that some seats have restricted access and so may be unsuitable for those with mobility difficulties.
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Punctuality
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Punctuality is the sole responsibility of all independent licensed drivers, chauffeurs, suppliers, and contractors. All personnel must make every reasonable effort to arrive on time for scheduled bookings.
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Delays caused by circumstances beyond the driver’s control, such as traffic or adverse weather, will be reviewed on a case-by-case basis. However, negligence, failure to plan adequately, or failure to communicate delays promptly remains the responsibility of the driver or contractor and may result in liability for any costs, compensation, or contractual consequences incurred.
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Additional Best Practices
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Verification that all drivers hold valid licenses, insurance and right to work in the United Kingdom
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Ensure drivers complete relevant safeguarding and safety training as required by law.
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Regular communication to reinforce company standards and UK licensing compliance.
Policy Statement: Taxi Operator Licensing
This policy document has been developed to ensure full compliance with the requirements for obtaining a Taxi Operator's License. The licensing authority for our operations is Rushmoor Borough Council.
For comprehensive details regarding the 2024 current taxi licensing policies and guidelines, including requirements for drivers, vehicles, and operators, we direct all interested parties to the official policies published by Rushmoor Borough Council. These documents provide the definitive legal framework and are essential reading for anyone involved in the taxi and private hire trade within the borough.
Policy Statement Updates
This online policy was last updated on September 12, 2025.
Please note that the frequency of policy updates may vary. We regularly review our procedures to ensure full compliance with all regulatory requirements and to reflect changes in our services or operations. We recommend checking this page periodically for the most current information.
A Backstory of Compliance and Trust The story of Dinez Taxis and Airport Transfers is rooted in a deep respect for the law and a firm belief that true professionalism starts with compliance. For founder Dinez Carnay, a veteran of the private hire industry, the journey began not with a business plan, but with a decision to operate a taxi company that would set a new standard for legality and accountability. In the highly regulated world of taxi and chauffeur services, securing an operator’s license from a licensing authority like Rushmoor Borough Council is a complex and demanding process. Dinez knew that simply meeting the minimum requirements wasn't enough to build a company clients could trust. He embarked on a mission to build a company that would not only be compliant on paper but would embody the spirit of the regulations. This meant going beyond standard procedures to implement a robust framework for every aspect of the business. The company's core policies on driver vetting (including DBS checks), vehicle safety and maintenance, and transparent pricing were meticulously designed to exceed licensing office expectations. The development of the company's detailed Fatigue Management Policy and Lost Property Policy was a direct response to the need for a comprehensive, auditable system. For Dinez, this wasn't just about ticking boxes; it was about ensuring every passenger was in safe hands and that every part of the operation could stand up to the most rigorous inspection. This unwavering commitment to legal and operational excellence is the foundation of Dinez Taxis. It's the reason the company operates with an operator’s license, ensuring that every journey is fully insured, every driver is vetted, and every process is in line with UK law. The company’s promise to its clients is simple: when you book with Dinez Taxis, you're choosing a service that has been built from the ground up to be safe, reliable, and, most importantly, fully legal.
Commitment Statement
Dinez Taxis and Airport Transfers: Your Premier Fixed-Price Taxis and Chauffeur Services
Experience stress-free, fixed-price airport transfers and executive chauffeur services across London, Farnborough, Farnham, and the entire UK.
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24/7 Service: We're available around the clock for your convenience.
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Professional Drivers: Our fully licensed, DBS-checked drivers / chauffeurs ensure a safe, reliable, and comfortable journey.
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Comprehensive Coverage: Serving all major UK airports, including Farnborough, Heathrow, Gatwick, Luton, and Southampton, with complimentary flight monitoring and meet-and-greet services.
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Tailored to You: Choose from our standard, executive, or VIP transfer options.
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