The Dinez Service Protocol

Aviation-Grade Excellence | Voted TripAdvisor Choice (2009–2025)

Dinez provides a "Stress-Shield" for travelers across Farnborough, Aldershot, and Nationwide. By engaging our services, you agree to the professional standards outlined below.

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IMPORTANT: FUEL ADJUSTMENT POLICY (DUE TO THE SITUATION IN THE MIDDLE EAST)

Should the price of fuel increase by more than 5% between the date of your quote and the commencement of the hire, we reserve the right to apply a fuel surcharge to cover this increase. This ensures we maintain our operational standards and reliability for your journey.

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I. Dinez Local Taxi Service (Hampshire Hub)

 

This section applies to local journeys within Farnborough, Aldershot, and surrounding towns.

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Flexibility & Timings: We understand that plans shift. While we allow changes to pick-up times, these are subject to the next available slot in our logistics chain.

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The Dispatch Rule: Once a driver has departed our base (typically 30 minutes before local pickups or 45 minutes for neighboring towns), the journey is considered active. If pick-up times are repeatedly extended, we reserve the right to cancel the booking with a 50% refund to prevent a "domino effect" on our other scheduled passengers.

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NO SHOW STATUS

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Unaccompanied Minor (UM) Safeguarding Notice

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At Dinez, the safety of younger passengers is our paramount priority. For all unaccompanied minor transfers, we implement an Enhanced Safeguarding Protocol that exceeds standard transportation requirements. This includes the assignment of Enhanced DBS-checked chauffeurs, real-time GPS journey tracking, and a strictly enforced Verified Handover Policy to authorized guardians only.

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Please note that due to our legal Duty of Care, specific 'No Show' and waiting time conditions apply to ensure the minor's continuous supervision.

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Read our Full Unaccompanied Minor Transfer Policy & Safeguarding Terms

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Local Waiting Time: We provide a complimentary 5-minute grace period. Beyond this, waiting time is billed at £12.00 per 15-minute increment (pro-rata).

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II. Airport & Executive Chauffeur Services

 

This section applies to FBO Private Jet transfers, Commercial Airport arrivals (LHR/LGW etc.. ), and Long-Distance Chauffeur hire.

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Punctual Arrivals: Why 515+ Clients Trust Our Meet & Greet.

We provide 45 minutes of complimentary waiting time after your commercial aircraft has landed. To maximize efficiency and reduce parking costs, we highly recommend nominating a specific pick-up time.

• Parking Charges: We charge parking at the actual airport tariff cost only. (Note: Farnborough TAG currently has no parking fees).

• Extended Waiting Rates: After the initial 60 minutes, fees apply per 15-minute increment:

  • Saloon Cars: £12.00

  • MPV / Vans: £15.00

  • Executive S-Class / Luxury Fleet: £15.00

 

The "Arrivals" Priority Protocol (Unpaid Last-Minute Requests) For passengers who have landed without a pre-paid reservation:

• To ensure your immediate safety and service, please contact our support team. If you do not receive a reply within 5 minutes, please call us directly at +44 1252 265363.

• Payment & Dispatch: To secure your chauffeur and vehicle, a secure payment link will be sent to your mobile.

• Our Commitment: Upon receipt of payment, we can typically have an executive chauffeur-driven vehicle at your terminal within 15–20 minutes. Please note that a chauffeur is only officially allocated and dispatched once the secure payment is confirmed.

 

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III. Cancellation & Refund Policy (All Services)

When a booking is confirmed, we block that vehicle and driver, declining all other requests. Our tiered policy reflects this commitment:

• Cancellation Admin Fees: £15 for Local / £25 for International (Applies to all standard refunds).

• 1 Week+ Notice: 80% Refund.

• 48 Hours Notice: 50% Refund.

• 24 Hours Notice: 20% Refund.

• Under 12 Hours Notice: No refund is available as the driver and vehicle are fully committed to your slot.

 

The "Dinez Credit" Benefit: We will waive all administration fees if you choose to keep your eligible refund amount as a "Travel Credit" on your account for future use (valid for 12 months).  Note that on special events, we hold the vehicle and driver and once paid, the hold driver will have the allocation to protect his earnings. On this occassion, there will be no refund.

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Special Event Bookings — Cancellation & Refund Policy

Certain high-demand dates (including but not limited to the Farnborough International Airshow, and other events we identify as "Special Events" at the time of quoting) require us to reserve your specific vehicle and driver exclusively for you. Doing so means we turn away other work for that date and guarantee the driver's earnings.

Because of this, the following applies to any booking we confirm in writing as a Special Event booking:

1. Payment secures your vehicle and driver. Your booking is confirmed and your vehicle and driver are allocated to you only once full payment is received.

2. Non-refundable once paid. As your vehicle and driver are held exclusively and other work is declined, payments for Special Event bookings are non-refundable if you cancel, amend to a shorter duration, or do not travel.

3. Rescheduling. Where operationally possible, we will try to transfer your payment to an alternative date or booking. This is offered as a goodwill gesture and cannot be guaranteed.

4. If we cannot fulfil the booking. If we are unable to provide the vehicle or driver for reasons within our control, you will receive a full refund of all sums paid. Nothing in this policy limits your statutory rights under the Consumer Rights Act 2015.

5. Your agreement. By making payment for a Special Event booking, you confirm you have read and accepted these terms.

6. Special events cancellation terms - Special Event cancellation. Because a Special Event booking commits a named driver, vehicle, accreditation and sub-contracted resources from the moment it is confirmed — all of which we pay for and cannot re-sell inside the event window — the following applies and is a genuine pre-estimate of our loss, not a penalty: a 50% deposit secures the booking and is non-refundable from confirmation; the balance is due 21 clear days before the first journey; and any cancellation, date change or reduction notified 21 days or fewer before the first journey is charged at 100% of the fee for the cancelled element, however it arises (including cancellation or postponement of the event itself, or non-attendance of your party). Consumers cancelling inside 21 days receive no cash refund but the 80% sum is held as a transferable credit only valid 3 months against any Dinez service; no credit is given for a no-show. Outside 21 days: 50% refunded up to 60 days before, 40% from 60–29 days, 25% from 28–22 days. Passenger transport is exempt from the 14-day cooling-off right (Consumer Contracts Regulations 2013, reg. 6(1)(b)). We advise event or travel cancellation insurance.

 

 

IV. Professional Standards & Safety

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• Vehicle Continuity: To ensure zero disruption, we may utilize vetted third-party partners or substitute vehicle types of an equal or higher standard.

• The No-Show Protocol: We allow a 90-minute grace period after the scheduled time. If there is no communication via WhatsApp/SMS/Call after multiple attempts, the job is marked as a "No-Show" and is non-refundable.

• Vehicle Integrity: A legal fouling fee of £100.00 applies for any internal damage or cleaning required. We reserve the right to refuse carriage to any passenger posing a safety risk.

• Mechanical Delay: While we maintain our fleet to the highest regulatory standards, we are not liable for delays caused by unforeseen mechanical issues, though we will make every effort to source a replacement vehicle immediately.

 

 

V. Stay Connected

 

Our success in "Meet & Greet" relies on active communication. Please ensure your mobile is charged. Our system sends real-time status updates: En-Route, On-Site, On-Board, and Cleared.

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Emergency & Dispatch Support:  LIVE WhatsApp Concierge +44 7778 356571