LulaRoost Nondiscrimination and Accessibility Policy

LulaRoost serves every rider on equal terms. We never ask about a disability, and we never charge more because of one. This policy covers every LulaRoost employee, every driver and every ride. It is LulaRoost's nondiscrimination policy under Code of Alabama §32-7C-32, and it is posted at lularoost.com/accessibility and in the app.

1. Equal service for everyone

LulaRoost does not discriminate against riders, potential riders or drivers based on:

• race, color, religion, sex or national origin, as protected by Title VII of the Civil Rights Act of 1964

• disability, as protected by the Americans with Disabilities Act of 1990

• any other trait protected by federal or Alabama law

2. What drivers may not do

• Refuse, cancel or end a ride because of a rider's protected trait.

• Refuse a rider because of a service animal or a mobility device.

• Avoid pickups or destinations in an area because of who lives there.

• Treat a rider differently, or rate a rider lower, because of a protected trait.

• Make comments or gestures about a rider's protected trait.

3. Riders with disabilities

• Service animals. Drivers must give rides to riders with service animals. Allergies, fear of animals and religious objections aren't reasons to refuse, and drivers may not ask for proof or certification. Normal shedding is never treated as damage or charged a cleaning fee.

• Mobility devices. Drivers accept folding wheelchairs, walkers, canes and scooters that fit safely in the car, and help stow them when the rider asks.

• Companions. A rider may bring a companion or personal care attendant to help, at no extra charge.

• Time to get to the car. Every rider gets 7 free minutes from the driver's arrival. Health rides that list medical equipment never carry a wait-time charge.

• Messaging. Riders who are deaf or hard of hearing, or who prefer not to talk by phone, can message their driver in the app.

• No questions about disability. LulaRoost never asks riders whether they have a disability: not at sign-up, on profiles, or anywhere else in the app. Drivers don't ask either.

4. Wheelchair-accessible vehicles

LulaRoost doesn't offer wheelchair-accessible vehicles in Dothan yet. The app says so before booking. For a ride in a wheelchair-accessible vehicle, LulaRoost refers riders to the Wiregrass Transit Authority, Dothan's public demand-response transit service.

5. No extra charges

LulaRoost charges no extra fee for a disability, a service animal, a mobility device, a companion who helps the rider, or help a rider needs because of a disability.

6. The app and website

LulaRoost aims to meet the Web Content Accessibility Guidelines (WCAG) 2.1, Level AA. That means screen-reader labels, large tap targets, readable color contrast and text that can be enlarged. If any part of the app or website doesn't work for a rider, they can email support@lulalous.com, and LulaRoost will help them book the ride another way.

7. How to report discrimination

• In the app: Help > Report a safety or discrimination issue, or from any trip receipt.

• By email: safety@lulalous.com.

• To the state: the Alabama Public Service Commission's Utility Enforcement Division, at psc.alabama.gov.

8. How LulaRoost responds

• Acknowledgment. LulaRoost acknowledges every report within 24 hours.

• Review. LulaRoost hears from both people, reviews the trip record and earlier reports, and finishes its review within 7 days.

• Service-animal refusals. A driver reported for refusing a service animal is taken offline during the review.

• Decision. The person reported receives a written decision with the reason, in the app and by email.

• Riders. Riders who discriminate against drivers face the same steps.

• Appeals. Riders and drivers may appeal within 30 days at safety@lulalous.com, and drivers may also appeal in the app. A staff member who wasn't part of the original decision decides within 14 business days.

• No retaliation. No one is penalized for making a report in good faith.

• Records. Reports, investigation notes and outcomes are kept for 2 years after the report closes.

9. Training and notice

• Drivers review and accept this policy before their first ride, and again at each yearly re-check.

• Staff who handle reports review this policy before they start, and every year after that.

• This policy is posted at lularoost.com/accessibility and in the app's Help menu.

10. Contacts

This policy is effective October 13, 2026.