Legal
Customer Terms of Use
Effective: 1 June 2026
These terms apply when you use the Camel Global platform as a customer to request and book a hire car. Please read them — they explain how the platform works, what we're responsible for, and what we're not. If anything isn't clear, use our contact form.
1. Who we are
NTUK Ltd (trading as Camel Global) ("Camel", "we", "us") is registered in England & Wales (company number 08765474), registered address Office 7, 35-37 Ludgate Hill, London, England, EC4M 7JN.
2. What Camel Global actually is
Camel Global is a platform intermediary, not a car hire company.
When you accept a bid and confirm a booking, you are entering into a car hire contract directly with the partner (the car hire company). Camel Global facilitates that transaction — we connect you with available partners, process the booking, and manage the job from request to completion — but the rental agreement is between you and the partner.
This means the partner is responsible for the condition of the vehicle, the insurance, and the fulfilment of your hire. Camel Global is responsible for the platform and the booking process described in these terms.
3. Creating an account
You need to create an account to make a booking. You must provide accurate information and keep your login details secure. You're responsible for any activity on your account.
You must be 18 or over to create an account. By registering you confirm this.
4. Making a booking
When you submit a request, it's sent to verified partners within range of your pickup location. Partners may or may not place a bid — we can't guarantee that any specific partner or number of partners will respond.
When you accept a bid, your booking is confirmed. At that point, a contract is formed between you and the partner for the hire of that vehicle on the agreed terms. Camel Global is not a party to that contract.
You'll receive a confirmation by email. Please check the details carefully and contact us immediately if anything looks wrong.
5. Driver age requirements
The minimum age to hire a car through Camel Global is 21 years old.
All drivers — including the main driver and any additional drivers — must be at least 21 years old at the time of collection. Bookings cannot be made for drivers under 21.
Drivers aged 21 to 24 may be subject to a young driver surcharge. Where a partner applies a young driver surcharge, it will be included in their bid price — the total you see on the bid already reflects this charge. The full amount is paid through Camel Global at the time of booking in the same way as the car hire fee.
All drivers must have held a full, valid driving licence for at least one year. It is your responsibility to ensure all drivers listed on the booking meet these requirements.
6. Documents required at collection
All drivers must bring physical copies of the following documents. Digital copies on a mobile phone may not be accepted.
The following must be presented for every driver listed on the booking at the time of vehicle collection:
- 1
Valid driving licence
Must be a full licence held for at least one year. EU licences in Roman alphabet are required. If your licence is not in Roman alphabet (e.g. Arabic, Chinese, Cyrillic), you must also bring a valid International Driving Permit alongside your original licence.
- 2
Passport or national identity document
A valid passport or government-issued photo ID is required for all drivers listed on the booking.
- 3
Credit card — only if a security deposit applies
Most Camel Global bookings require no payment at collection. However, if the car hire company requires a security deposit, this will be clearly stated on their bid before you accept. In that case, a credit card in the lead driver's name must be presented at collection. Debit cards cannot be used for deposit blocking. The deposit is handled directly between you and the car hire company — it is not collected by Camel Global.
- 4
Booking confirmation receipt
Your booking confirmation receipt is emailed to you immediately after payment. Print a copy or have it ready to show on your device at collection.
⚠ Important
Failure to present the required documents for all drivers at the time of collection may result in the vehicle being withheld by the car hire company. In this circumstance, Camel Global cannot be held responsible and cancellation terms will apply.
7. Security deposit
The car hire company may place a security deposit hold on the lead driver's credit card at the time of collection. This is separate from the fuel deposit paid through Camel Global. The security deposit is held as a guarantee against damage or loss during the hire period and is released when the vehicle is returned in satisfactory condition.
Where a security deposit applies, the partner is required to state the amount and method on their bid before you accept it. You should review this before confirming your booking.
Camel Global does not collect or hold security deposits. Any security deposit is handled entirely between you and the car hire company.
8. Mileage
Some hire rates include unlimited mileage; others impose a daily or total kilometre limit. Where a mileage limit applies, the partner is required to state it clearly on their bid. You should review the mileage terms before accepting a bid.
Exceeding a stated mileage allowance may result in additional charges payable directly to the car hire company. Camel Global is not responsible for excess mileage charges.
9. Fuel charges
Fuel is recorded by the driver at delivery and again at collection. You are charged only for the fuel you have used during your hire, rounded to the nearest quarter tank. The partner sets the fuel rate, which is shown clearly before you accept a bid.
Both you and the driver independently confirm the fuel level at each stage. If you disagree with a recorded reading, contact us within 48 hours of collection.
10. Payments
The hire price shown in the bid is the price you pay through Camel Global (plus any fuel charge calculated at the end of the hire). All prices shown include any applicable taxes unless otherwise stated.
Any young driver surcharges or security deposits stated on the bid are payable directly to the car hire company at the time of collection — these are not collected by Camel Global.
Payments through the platform are processed securely. Camel Global collects payment on behalf of the partner. Your payment to Camel Global satisfies your obligation to pay the partner for the amounts collected through the platform.
10b. Booking receipt and VAT invoices
The booking confirmation receipt issued by Camel Global is not a VAT invoice for car hire services.
When you make a payment through the Camel Global platform, you will receive a booking confirmation receipt issued by NTUK Ltd (trading as Camel Global). This document confirms that Camel Global has received your payment as a marketplace intermediary — it is a platform payment receipt, not a VAT invoice for the car hire service itself.
The car hire service is provided directly by the partner (the independent car hire company named on your booking). The partner is the supplier of that service for tax and invoicing purposes. If you require a VAT invoice for the car hire — for example for business expense purposes — you must request one directly from the car hire company.
Camel Global is not responsible for issuing VAT invoices for car hire services and cannot do so on behalf of any partner.
11. Cancellations and refunds
Cancellation policy summary
The refund you receive depends on when you cancel relative to your scheduled pickup time. This policy is fixed and applies to all bookings on the platform.
More than 48 hours before pickup — Full refund
If you cancel more than 48 hours before your scheduled pickup time, you will receive a full refund of everything you paid — including the car hire fee and the fuel deposit.
Within 48 hours of pickup — Partial refund
If you cancel within 48 hours of your scheduled pickup time, the car hire fee is non-refundable. The fuel deposit will always be refunded in full.
Once the hire has started — No refund
Once the vehicle has been delivered and the hire is underway, the car hire fee is non-refundable. Fuel is settled based on actual usage at the end of the hire.
Partner cancellations: If the car hire company cancels your booking for any reason, you will receive a full refund of everything paid through Camel Global, regardless of timing.
How to cancel: You can cancel a booking directly from your bookings page, provided the hire has not yet started. Refunds are processed automatically within 5–10 working days.
12. Insurance and your responsibilities
Every vehicle delivered through Camel Global is covered by insurance arranged by the partner with zero excess. Insurance documents are confirmed on handover — you'll be asked to confirm receipt on the platform before driving away.
You are responsible for driving the vehicle legally — with a valid licence, within the terms of the insurance, and in accordance with local road laws. All drivers listed on the booking must hold a valid licence. Any damage, fines, or liabilities incurred during the hire are your responsibility unless caused by a fault with the vehicle.
Camel Global does not provide insurance and is not liable for incidents arising during the hire period.
13. Our liability
Camel Global is a platform intermediary. We are responsible for:
- Operating the platform and booking system
- Verifying that partners have completed our onboarding process
- Processing your payment correctly
- Communicating booking details accurately
We are not responsible for:
- The condition or suitability of the vehicle provided by the partner
- A partner failing to deliver or collect as agreed
- Incidents, accidents, damage, or loss during the hire period
- Charges payable directly to the partner (security deposits, young driver surcharges, excess mileage)
- Delays caused by circumstances outside our control
- Issuing VAT invoices for car hire services — these are the responsibility of the car hire company
Nothing in these terms limits our liability for death or personal injury caused by our negligence, fraud, or anything else that cannot be excluded by law.
14. Reviews
After a booking completes, you may be invited to leave a review of the partner. Reviews must be honest and based on your actual experience. We reserve the right to remove reviews that are abusive, false, or in breach of these terms.
15. Your account and data
You can delete your account at any time from your settings page. We'll remove your login access immediately. Booking and financial records are retained as required by law. See our Privacy Policy for full details.
16. Changes to these terms
We may update these terms from time to time. The version in force when you made your booking applies to that booking. For future bookings, the current version applies. We'll notify you of significant changes by email.
17. Governing law
These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
18. Contact
Questions or complaints? Use our contact form.