LulaRoost Safety Policy

Every LulaRoost ride is booked in the app, with a screened driver, an inspected car and a way to get help at every step. This policy sets the safety rules for drivers and riders, and how LulaRoost responds when something goes wrong.

1. Scope

• Who it covers. Every LulaRoost driver, rider and staff member, and anyone riding with a rider, on every ride booked through the LulaRoost app.

• Who owns it. LulaLou's Ltd Liability Co., doing business as LulaRoost. Antonio Robinson, Operations Manager, is responsible for this policy and for every safety decision made under it.

• How it fits with other policies. This policy brings together the safety rules in the Driver Agreement, the Terms of Service and the Community Guidelines. It works alongside three detailed policies: the Zero Tolerance Policy for impaired driving (lularoost.com/zero-tolerance), the Nondiscrimination and Accessibility Policy (lularoost.com/accessibility), and the Law Enforcement Request Procedures (lularoost.com/law-enforcement). If two documents conflict on a safety matter, the stricter rule applies.

• Where it's posted. The full policy is posted at lularoost.com/safety-policy, a summary is at lularoost.com/safety, and both are in the app's Help menu.

2. Driver safety standards

Who may drive

• Age and experience. At least 25 years old, with at least 5 years of licensed driving.

• Background checks before the first ride, through Checkr, as Alabama law requires (Code of Alabama §32-7C-29): a multistate criminal search, a National Sex Offender Public Website search and a driving-record check. LulaRoost checks again at least once a year and monitors criminal and driving records in between.

• Who can't drive. Anyone with:

  • more than 3 moving violations in the past 3 years

  • in the past 3 years, any eluding police, reckless driving, or driving on a suspended or revoked license

  • in the past 7 years, a felony, DUI, reckless driving, hit-and-run, violent misdemeanor or sexual battery conviction

  • a listing on any sex offender registry

• New charges. Drivers tell LulaRoost within 24 hours if they're arrested for, charged with or convicted of any crime.

Vehicles and insurance

• Age. Model year 2016 or newer, and never more than 15 years old.

• Inspections. An ASE- or AATI-certified mechanic inspects every vehicle on Form LR-VSI-1 before its first ride and every year after that. No vehicle is exempt.

• Repairs. Drivers fix manufacturer recalls promptly and keep the car in good repair. A rider's report of an unsafe car pauses that car until staff review it, and until it passes a new inspection if staff find a problem.

• Insurance. Drivers carry their own full coverage auto policy, and LulaRoost's rideshare insurance covers them while they use the app. Drivers who decline their insurer's rideshare coverage must tell LulaRoost.

• The decal. Drivers display the LulaRoost decal whenever they're logged in (PSC Rule 770-X-12-.08).

On every ride

• Zero tolerance for impairment. No amount of alcohol or drugs while logged in, including legal medicine that affects driving, and no open containers in the passenger area. The Zero Tolerance Policy, at lularoost.com/zero-tolerance, sets out the full rules.

• Driving-hour limits. After 11 hours of driving, a driver takes a 6-hour break before going online again. No driver is ever logged in for more than 14 hours in any 24-hour period (PSC Rule 770-X-12-.12). The app enforces both limits.

• Phones. Hands-free navigation only while driving.

• App rides only. No street hails, cash fares or rides arranged outside the app. These are crimes in Alabama (Code of Alabama §32-7C-31).

• Confirm the rider. Check the rider's name before pickup, and the PIN on every Health ride.

• The route. The app sets a safe, efficient route, and drivers take riders directly to their destination.

• Weapons. No weapons are allowed on a LulaRoost ride, for anyone. Drivers, riders and anyone riding with them may not carry a firearm or any other weapon, even where Alabama law allows carrying.

• Recording. Only with a mounted dash camera, and only while the LulaRoost recording notice is displayed where riders can see it. Recordings may be shared only with LulaRoost, insurers, the police or a court.

• Conduct. No harassment, sexual comments or advances, or physical contact without consent. Drivers use a rider's information only to complete that ride and never contact a rider outside the app afterward.

• Ending a ride. A driver may end a ride that feels unsafe, once the car is stopped in a safe place.

3. Rider safety

• Check your ride. Before getting in, riders match the driver's photo and first name, and the car's make, model, color and plate, with what the app shows. If anything doesn't match, they don't get in and report it.

• Seatbelts. Everyone wears a seatbelt, and a car never carries more riders than it has seatbelts.

• Children. Riders bring a car seat for any child who needs one under Alabama law. A driver may decline the ride if the right seat isn't there.

• Riders under 18. They ride only with an adult on the same ride. A driver may cancel if a rider appears to be an unaccompanied minor. Once LulaRoost offers teen accounts, teen rides follow the Teen Account Terms, including the PIN check and live tracking for the parent.

• Health rides. The driver confirms the rider's PIN before the ride starts. The rider must be able to get in and out of the car on their own or with a companion's help; drivers don't lift or carry riders. Health rides aren't for emergencies.

• Conduct. Riders follow the Community Guidelines: no harassment, threats, violence, weapons, smoking, vaping or open alcohol, and no damage to the car.

• Ending a ride. A rider may end a ride that feels unsafe at any time and get out as soon as it's safe.

4. Safety features in the app

5. Reporting a safety concern

What to report

Any crash or injury; threats, harassment or violence; sexual misconduct; discrimination; impaired or unsafe driving; an unsafe car; weapons; a driver or car that doesn't match the app; and fraud.

How to report

1. In an emergency, call 911 first, or use the app's safety button.

2. In the app: Help > Report a safety issue, or the report button on any trip receipt.

3. By email: safety@lulalous.com.

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

Drivers must report any crash, injury, property damage, threat or rider complaint within 24 hours of the ride.

What reporters can expect

• A reply within 24 hours. LulaRoost acknowledges every report within 24 hours.

• Privacy. LulaRoost doesn't tell the other person who made the report.

• No retaliation. No one is penalized for a report made in good faith, and lowering someone's rating because they reported a problem breaks the Community Guidelines. A person who knowingly makes a false report may lose access to LulaRoost.

6. How LulaRoost responds

LulaRoost reviews every report and acts based on how serious it is. The same steps apply to riders and drivers.

The steps

1. Acknowledge the report within 24 hours.

2. Pause the account when the table calls for it. The person is told within 24 hours, with the reason, without naming who reported it.

3. Investigate. Staff hear from both people and review the GPS trip data (speed, hard braking and route), the receipt, any dash camera footage a driver shares, any police report and earlier reports.

4. Decide. The person receives a written decision with the reason, in the app and by email.

5. Appeal. 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 reviews the appeal and decides within 14 business days.

Repeat problems

A first confirmed act of discrimination brings a written warning and a required review of the Nondiscrimination and Accessibility Policy; a second means permanent removal. Two serious violations of any kind within 12 months also mean permanent removal. Someone permanently removed may not open a new account.

7. Emergencies and crashes

Safety-button presses

• 911 comes first. The button connects the rider or driver to 911 and shows their location and trip details on screen.

• LulaRoost follows up. Every press alerts the Operations Center. Staff reach out to the person within 1 hour, any time of day, once they're safe.

• Every press is logged with the time, the location and the follow-up.

• LulaRoost may call the police itself when the button is pressed, or when a report describes a threat to someone's safety.

If a driver is in a crash

1. Stop, check for injuries and call 911 if anyone is hurt or a car can't be moved. Move to a safe place if you can.

2. Exchange information with the other driver. Don't discuss who was at fault.

3. Take photos of the cars, the scene, and the other car's plate and insurance card.

4. Get the police report number if there is one.

5. Show the digital insurance card in the app (Driver > Insurance) to police, or to anyone in the crash, when asked.

6. Report the crash in the app within 24 hours, or email safety@lulalous.com. LulaRoost opens the insurance claim.

If anyone was hurt, or the car isn't safe to drive, the driver stays offline until LulaRoost reviews the crash.

If a rider is in a crash

Get to a safe place, call 911 if anyone is hurt, and report the crash in the app or at safety@lulalous.com as soon as you can.

8. Police, records, training and review

Working with the police

LulaRoost releases rider and driver information to law enforcement only with valid legal process, or in an emergency involving danger of death or serious injury. Officers email emergency@lulalous.com, and LulaRoost answers emergency requests within 1 hour, any time of day. The Law Enforcement Request Procedures, at lularoost.com/law-enforcement, give the full rules.

Records

Records involved in a lawsuit, subpoena, audit or investigation are kept until it ends. Only staff who need a record can open it, and every access is logged.

Training

• Drivers review and accept this policy, the Community Guidelines, the Zero Tolerance Policy and the Nondiscrimination and Accessibility Policy before their first ride, and again at each yearly re-check.

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

Review and changes

The Operations Manager reviews this policy at least once a year and after any severe incident. LulaRoost gives at least 14 days' notice in the app before changing it, unless a change is needed right away for safety.

Contacts

This policy is effective October 13, 2026.