LulaRoost Terms of Service

Key points

These terms govern every use of LulaRoost. The short version:

• What we do. LulaRoost connects riders with independent drivers in the Dothan area, under a permit from the Alabama Public Service Commission.

• Who can ride. You must be 18 or older to have an account. Riders under 18 must ride with an adult.

• Price. You see an itemized estimate before you book. The final fare uses the actual miles and minutes.

• Card hold. When you book, we place a temporary hold on your card for the estimate plus $5. You're charged only the final amount, and the rest of the hold is released.

• Damage is your responsibility. If you, or anyone riding with you, damages or soils the driver's car, you'll be charged a damage fee of up to $250, depending on the extent of the damage (Section 4.3).

• Fees. These include:

  • a $5 cancellation fee after the first 120 seconds (Scheduled rides are free to cancel until 1 hour before pickup)

  • wait time of $0.51 a minute after 7 free minutes

  • a no-show fee

• Charges are final. We don't give refunds, except for confirmed billing errors and where the law requires.

• Tips. Tips are optional and go 100% to your driver.

• Disability. We never ask about disabilities and never charge more because of one.

• Arbitration. Contact us first. If we can't resolve a dispute within 30 days, it goes to individual arbitration instead of court, and class actions aren't allowed. Small claims court is still available, and you can opt out of arbitration within 30 days of accepting these terms.

Please read Section 15. It requires individual arbitration and gives up jury trials and class actions.

1. About these terms

1. Who you're agreeing with. These terms are an agreement between you and LulaLou's Ltd Liability Co., an Alabama limited liability company doing business as LulaRoost ("LulaRoost," "we" or "us"). They apply to everyone who uses the LulaRoost app or website.

2. What's included. These documents are part of these terms:

   • the Community Guidelines, at lularoost.com/community-guidelines

   • the Privacy Policy, at lularoost.com/privacy

   • the Nondiscrimination and Accessibility Policy, at lularoost.com/accessibility

   • the Zero Tolerance Policy, at lularoost.com/zero-tolerance

   • the Ride Terms & Cancellation Policy and rates, at lularoost.com/ride-terms

   • the Text Messaging Terms, at lularoost.com/sms-terms

   • the Referral and Promotion Terms, at lularoost.com/promo-terms

3. Drivers. Drivers also accept the Driver Agreement. If it conflicts with these terms on a driving matter, the Driver Agreement controls.

4. Business and Health accounts. If you ride or book through an organization's account, the Business and Health Account Agreement at lularoost.com/business-terms also applies.

5. Changes. We'll tell you about changes in the app or by email at least 14 days before they take effect. If you keep using LulaRoost after that date, the new terms apply. If you don't agree, you can close your account.

6. Accepting. You accept these terms when you tap "I agree" or use LulaRoost. We record which version you accepted, and when.

2. What LulaRoost is

1. A connection service. LulaRoost is a transportation network company permitted by the Alabama Public Service Commission. Our app connects riders with independent drivers who use their own cars.

2. Drivers are independent. Drivers aren't LulaRoost employees. Each driver decides whether to accept a ride request.

3. App bookings only. Every ride must be requested through the app. Drivers can't accept street hails or cash fares.

4. Service area. Rides must start inside the LulaRoost service area, which is currently the City of Dothan. Rides can end anywhere in Alabama. Rides that end in another state aren't available yet, and rides over 30 miles must be booked as Scheduled rides.

5. Availability. We work to have drivers available, but we can't promise a ride at every time or place.

3. Who can use LulaRoost

1. Age. You must be 18 or older to create an account.

2. Riders under 18. A rider under 18 may ride only with an adult who is on the same ride. A driver may cancel a ride if the rider appears to be an unaccompanied minor. Teen account enrollment is not currently active. Any teen accounts activated by a parent will be governed by the Teen Account Terms at lularoost.com/teen-terms.

3. One account each. Each person may have one account. Don't share it, sell it or let anyone else use it. If your account is deactivated, you may not open a new one.

4. Accurate information. Keep your name, phone number and payment details current. On Health rides, your driver checks a PIN made from the last 4 digits of your phone number.

5. Security. Keep your login private. Tell us right away at support@lulalous.com if you think someone else is using your account.

4. Fares, fees and payment

4.1 What a ride costs

Our current rates are posted at lularoost.com/ride-terms and shown in the app before you book.

4.2 Estimate and final fare

1. Before you book. You see an itemized estimate before you confirm.

2. Final fare. The final fare uses the miles and minutes your driver's phone records by GPS. If the signal drops, we use the best data available from the ride.

3. Why it can change. The final fare can differ from the estimate when you change the destination, add stops, wait past the free time, or traffic or the route changes.

4. Receipt. Your receipt shows every charge. It arrives in the app and by email at drop-off.

4.3 Other fees

Damage is your responsibility. You're responsible for any damage to the driver's car, and any mess beyond normal use, caused by you or anyone riding with you, including children and guests. That includes spills, vomit, stains, and torn, broken or scratched parts.

1. The fee. When a driver reports damage with photos, LulaRoost reviews the photos and charges a damage fee of up to $250 to your payment method on file. The amount depends on the extent of the damage and the cost of repair or cleaning.

2. Notice. We send you the photos and a receipt when the fee is charged.

3. Disputes. You can dispute the fee within 7 days. After that, it's final.

4. You've been told. You confirm that you understand this rule when you create your account, and the app shows it again before you confirm each ride.

Normal shedding from a service animal is never treated as damage.

4.4 Card hold

1. When you book. We place a temporary hold on your card for the estimated total plus $5. For a scheduled ride, the hold is placed 2 hours before pickup, or when you book if pickup is less than 2 hours away.

2. The hold isn't a charge. We charge only the final amount and release the rest of the hold. Your bank may take a few days to release it.

3. Your available balance. A hold reduces your available balance until it's released. LulaRoost isn't responsible for overdraft fees your bank charges because of a hold.

4. If the final fare is higher. If the final amount is more than the hold, we charge the difference to the same card.

4.5 Paying

1. Payment processor. Payments are processed by Stripe. We don't store your full card number.

2. No cash fares. Fares are paid in the app only. Cash tips are fine.

3. Failed payments. If a charge fails, we may try another card on your account. Your account may be paused until the balance is paid.

4. Paying us pays the driver. Your payment to LulaRoost covers your ride. Drivers may not ask you for more.

4.6 Tips

Tips are optional. You can add one in the app for up to 72 hours after a ride. Every cent of a tip goes to your driver.

4.7 Promotions and credits

Promo codes and credits have no cash value, can't be transferred, and can't be combined unless the promotion says so. We may cancel a promotion, or reverse a credit, that was used in error or by fraud. The Referral and Promotion Terms at lularoost.com/promo-terms give the details.

4.8 Business and Health accounts

Rides booked on an organization's account are billed to that organization under the Business and Health Account Agreement. That includes a 5% service fee on Business accounts and $2.00 a ride on Health accounts. Your personal card isn't charged unless the organization declines the ride.

5. Refunds

All charges are final and non-refundable, with two exceptions:

1. Billing errors. You may have been charged for a ride you didn't take, charged twice, or charged a fee that didn't apply. If so, report it in the app (Help > Report a trip issue) within 30 days. We answer within 7 days and reverse any charge we confirm was made in error.

2. Where the law requires a refund.

Everything else is final, including:

• fares for completed rides

• cancellation and no-show fees

• damage fees after the 7-day dispute window

We may sometimes offer ride credit instead. Credit has no cash value.

• Card disputes. Please contact us before disputing a charge with your bank. While a bank dispute is open, we may pause your account.

• Lost items. We'll help you contact your driver. LulaRoost isn't responsible for items left in a car.

• The PSC. You can also contact the Alabama Public Service Commission's Utility Enforcement Division at psc.alabama.gov.

6. Health rides

Health rides are booked by a clinic or other health organization for its patients.

1. Transportation only. LulaRoost drivers aren't medical professionals and don't provide medical care. They don't lift or carry riders, and they don't carry stretchers. Health rides aren't for emergencies; in an emergency, call 911.

2. Getting in and out. The rider must be able to get in and out of the car on their own, or with help from a companion who rides along. One companion may ride along at no extra charge.

3. Equipment. Only the person booking the ride can list the medical equipment the rider will bring, such as a folding wheelchair, a walker or portable oxygen, so the driver is ready. Equipment must fit safely in the car.

4. What we collect. For a Health ride, we keep only the equipment listed and the pickup and drop-off times. We never ask for a diagnosis or the reason for the visit.

5. PIN. Before the ride starts, the driver confirms a PIN: the last 4 digits of the rider's phone number. If the PIN can't be found, the driver may skip it with the rider's approval.

6. No wait-time charges. Health rides that list medical equipment never carry a wait-time charge.

7. Rules for using LulaRoost

The Community Guidelines give details and examples. Breaking these rules can lead to a warning, a pause or deactivation (Section 14).

1. Respect. Don't harass, threaten, stalk or touch anyone without consent. Don't make sexual comments or advances.

2. No discrimination. Treat everyone equally, as the Nondiscrimination and Accessibility Policy requires.

3. Weapons. No weapons are allowed on a LulaRoost ride, for anyone. Riders, drivers and anyone riding with them may not carry a firearm or any other weapon, even where Alabama law allows carrying. A driver may decline or end a ride if a rider has a weapon.

4. In the car.

   • Everyone wears a seatbelt.

   • No more riders than there are seatbelts.

   • No smoking or vaping.

   • Follow open-container laws.

   • Don't damage or soil the car.

5. Children. 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.

6. People, not packages. LulaRoost is for riders. Don't book a ride just to send an item or package with no rider.

7. Honest use. Don't:

   • give false information or pretend to be someone else

   • abuse promotions or referrals

   • resell rides

   • use LulaRoost for a business without an agreement with us

8. The app. Don't hack, scrape, copy, reverse engineer or overload the app, website or systems, or help anyone else do so.

8. Safety and accessibility

1. Check your ride. Before pickup, the app shows your driver's photo and first name, and the car's make, model and plate. Don't get in if they don't match.

2. Safety button. The app's safety button connects you to 911 and shares your location and trip details.

3. Impaired drivers. If you think a driver is impaired by alcohol or drugs, end the ride and report it. Under our Zero Tolerance Policy, the driver is suspended right away while we investigate.

4. Accessibility. Service animals are always welcome. Folding wheelchairs, walkers and scooters that fit safely are accepted. We never ask about disabilities and never charge more because of one. Wheelchair-accessible vehicles aren't available yet.

5. Driver checks. Every driver passes criminal, sex-offender registry and driving-record checks before their first ride, and again at least once a year. No check is perfect, so use the steps above on every ride.

6. Reporting. Report any safety concern in the app or at safety@lulalous.com. We may share information with police as our Law Enforcement Request Procedures, posted at lularoost.com/law-enforcement, allow.

9. Texts, calls and emails

1. Ride messages. When you give us your phone number, you agree that LulaRoost and your driver may text or call you about your rides and account. These messages cover pickups, arrivals, receipts, safety and payment problems.

2. Marketing. We send promotional texts only if you opt in separately. You don't have to agree to marketing to use LulaRoost.

3. Opting out. Reply STOP to any LulaRoost text to stop texts, or HELP for help. Message frequency varies, and message and data rates may apply. Carriers aren't liable for delayed or undelivered messages. If you opt out of ride texts, you'll still get updates in the app. The Text Messaging Terms at lularoost.com/sms-terms give the details.

4. Changing your number. If your phone number changes, update it in the app so we don't text the new owner of your old number.

5. Email. Marketing emails include an unsubscribe link. Receipts and account emails are always sent.

10. Your information

1. Privacy Policy. Our Privacy Policy explains what we collect, why, and the choices you have.

2. What you share with us. You keep ownership of what you give us: your photo, ratings and comments. You let us use it to run and improve LulaRoost.

3. Location. The app uses your location when you request a ride and during the ride. GPS isn't always exact.

4. Ratings. Riders and drivers rate each other after each ride. We use ratings to keep LulaRoost safe and courteous.

5. Other people's information. You see a driver's or rider's name, photo and pickup details only so you can complete the ride. Don't save them, share them, or contact that person outside the app afterward.

6. Recording. Drivers may record rides with a mounted dash camera. A LulaRoost notice in the car tells you the ride may be recorded on audio and video, and riding in that car means you agree to be recorded. Drivers may share recordings only with LulaRoost, insurers, the police or a court.

11. The app and the LulaRoost brand

1. Your license. We give you a personal, limited license to use the LulaRoost app and website for their intended purpose. We may end it if you break these terms.

2. Our brand. The LulaRoost name, logo and decal belong to LulaLou's Ltd Liability Co. Don't use them without our written permission. Drivers may display only the decals LulaRoost provides, and only while they're active drivers.

3. Feedback. If you send us ideas or suggestions, we may use them without paying you.

4. Copyright complaints. Send them to legal@lulalous.com.

12. Disclaimers and limits of liability

1. The app. We work to keep LulaRoost running and accurate, but we provide the app and website "as is." We can't promise they'll always be available or error-free. Maps, routes and arrival times are estimates.

2. Other users. We screen drivers as Alabama law requires and act on every report we receive. Except as the law provides, LulaRoost isn't responsible for what other riders or drivers do.

3. Limits. To the extent the law allows, LulaRoost isn't liable for indirect, incidental, special, punitive or consequential damages, or for lost profits or data. Our total liability to you for all claims is limited to the greater of $100 or the amount you paid LulaRoost in the 12 months before the claim.

4. What these limits don't affect. Nothing in these terms limits claims for injury or property damage covered by the insurance LulaRoost carries under Alabama law. Nor does it limit any right the law doesn't allow us to limit.

13. Indemnity

If someone makes a claim against LulaRoost because you broke these terms or the law, or violated someone else's rights, you'll cover LulaRoost's resulting losses, including reasonable attorneys' fees. This doesn't apply to the extent the loss was caused by LulaRoost's own negligence or misconduct. Drivers' obligations are set out in the Driver Agreement.

14. Ending your account

1. You can leave any time. Delete your account in the app (Settings > Delete account) or by emailing support@lulalous.com. We delete your information as the Privacy Policy describes. We keep the records Alabama law requires, generally for 2 years, and financial records for 7.

2. When we may pause or deactivate an account. We may do so:

   • for breaking these terms or the Community Guidelines

   • for a safety concern, fraud or an unpaid balance

   • when the law requires it

3. Notice. Unless safety requires immediate action, we'll tell you why and give you a chance to respond or fix the problem first.

4. Appeals. Riders can appeal a deactivation at safety@lulalous.com within 30 days. A staff member who wasn't involved in the decision reviews it within 14 business days. Drivers appeal under Section 11 of the Driver Agreement.

5. What continues. If your account closes, unpaid charges, Sections 10.5 and 12–17, and anything else meant to continue still apply.

15. Resolving disputes

1. Talk to us first. Before filing any claim, send a written notice to legal@lulalous.com or the address in Section 17. Describe the problem and what you want. We'll have 30 days to try to resolve it with you.

2. Individual arbitration. If we can't resolve it, you and LulaRoost agree that any dispute goes to binding arbitration instead of court. That covers disputes about LulaRoost, these terms, your account, payments and rides. There is no judge or jury.

3. How it works.

   • Rules. The American Arbitration Association handles the arbitration under its Consumer Arbitration Rules.

   • Location. The hearing is in Houston County, Alabama, or by video.

   • Fees. LulaRoost pays all arbitration fees beyond what a court filing fee would cost you.

   • Relief. The arbitrator can award you the same individual relief a court could.

4. No class actions. Claims may be brought only individually. They can't be brought as a class, collective or representative action, in arbitration or in court.

5. Exceptions. Either of us may:

   • bring an individual claim in small claims court

   • take a sexual assault or sexual harassment claim to court, as federal law allows

   • ask a court to stop misuse of LulaRoost's name, logo or app

Nothing here stops you from contacting the Alabama PSC or another government agency.

6. Opting out. You can opt out of arbitration within 30 days of first accepting these terms. Email legal@lulalous.com, with "Arbitration opt-out" in the subject line, and include your name, phone number, the email on your account, and a statement that you're opting out. Opting out doesn't affect the rest of these terms.

7. If a claim isn't arbitrated. It goes, individually, to the state courts of Houston County, Alabama, or the federal court for the Middle District of Alabama.

8. Governing law. The Federal Arbitration Act governs this section. Alabama law governs everything else.

16. App store terms

If you downloaded the LulaRoost app from the Apple App Store or Google Play:

1. Who's responsible. These terms are between you and LulaRoost, not Apple or Google. LulaRoost alone is responsible for the app, its content, support, maintenance and any claims about it, including product, legal and intellectual-property claims.

2. Apple. Apple has no duty to provide support or warranties for the app. Apple and its subsidiaries are third-party beneficiaries of these terms and may enforce them against you.

3. Eligibility. You confirm you aren't in a country under a U.S. embargo, and you aren't on a U.S. government list of prohibited parties.

17. General terms

1. The whole agreement. These terms, with the documents listed in Section 1, are the whole agreement between you and LulaRoost about using LulaRoost.

2. If part is invalid. If any part of these terms can't be enforced, the rest still applies.

3. Assignment. We may transfer these terms to a company that takes over LulaRoost, after telling you. You may not transfer them.

4. Waiver. If we don't enforce a term right away, we can still enforce it later.

5. Events beyond our control. We're not responsible for delays caused by storms, outages or other events beyond our reasonable control.

6. Notices. We send notices through the app or to your email. Send notices to us at:

   • LulaLou's Ltd Liability Co., PO Box 65, Dothan, Alabama 36302

   • legal@lulalous.com

7. Contact. Questions: support@lulalous.com.

8. Version. These terms are effective January 1, 2027.