LulaRoost Ride Terms and Cancellation Policy

October 15, 2026

lularoost.com/ride-terms · Last updated October 15, 2026

These are LulaRoost's published rates and ride rules for Dothan. They're part of the LulaRoost Terms of Service.

Rates

LulaRoost Standard, Airport and Scheduled rides all use these rates. Dothan has no airport access fee.

We give at least 14 days' notice in the app before changing these rates.

Estimate and final fare

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

• The final fare uses the miles and minutes your driver's phone records by GPS. It can differ from the estimate if you change the destination, add stops or wait past the free time, or if traffic or the route changes.

• Your receipt shows the trip ID, pickup and drop-off, time and distance, and every charge.

Where rides can go

• Rides start inside the LulaRoost service area, which is currently the City of Dothan.

• Drop-offs outside the active area, including interstate drop-offs, are permitted only where applicable insurance and regulatory requirements allow.

• Book rides over 30 miles, including rides that end in another state, as Scheduled rides.

Card hold

When you book, we place a temporary hold on your card for the estimate 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. You're charged only the final amount, and the rest of the hold is released. Your bank may take a few days to release it.

Cancellations

• Free for 2 minutes. You can cancel at no charge within 2 minutes after you book.

• Free before a driver accepts. Cancelling is also free any time before a driver accepts your ride.

• After that, the full trip fare. If you cancel more than 2 minutes after you book, once a driver has accepted and is on the way, you pay the full trip fare: the base fare plus the mileage and time charges in your estimate, after demand pricing and the minimum fare. The app shows the exact amount before you confirm the cancellation.

• If your driver isn't on the way, you aren't charged. That includes a driver who hasn't moved toward your pickup in the last 2 minutes, or whose arrival time is more than 5 minutes later than when they accepted.

• If your driver cancels, you aren't charged.

• If we can't find you a driver, you aren't charged either.

• Scheduled rides are free to cancel until 1 hour before pickup, as explained below.

Wait time and no-shows

• 7 free minutes. Your driver waits 7 minutes from their GPS-confirmed arrival at no charge. After that, wait time is $0.51 a minute.

• Health rides that list medical equipment never carry a wait-time charge.

• No-shows. If you don't come out within 7 minutes and your driver cancels, you pay a no-show fee equal to the full trip fare, plus wait time for any minutes your driver waited past 7. The app shows the fee and a 7-minute countdown once your driver arrives. A ride is never charged both a cancellation fee and a no-show fee.

Scheduled rides

• Booking. You can schedule a ride from 1 hour to 30 days ahead. If a pickup time is fully booked, the app suggests other times.

• Your driver. The app shows your driver once one confirms. If no driver has confirmed 1 hour before pickup, we'll tell you and keep looking.

• No guarantee. We work to find a driver for every Scheduled ride, but we can't promise one. If we can't find a driver, we'll tell you, you won't be charged, and any hold on your card is released.

• Cancelling. You can cancel at no charge within 2 minutes after you book, until 1 hour before pickup, or any time no driver has confirmed your ride. After that, cancelling costs the full trip fare.

• Price. Your ride keeps the demand pricing shown when you booked. If our rates change before pickup, we'll show you the new estimate, and you can cancel at no charge.

• Early drivers. If your driver arrives early, the 7 free minutes start at your pickup time.

Stops and extra help

Damage

You're responsible for damage to the driver's car, and for any mess beyond normal use, caused by you or anyone riding with you, including children and guests. When a driver reports damage with photos, LulaRoost reviews the photos and charges a damage fee of up to $250, depending on the extent of the damage. We send you the photos and a receipt. You can dispute the fee within 7 days; after that, it's final. Normal shedding from a service animal is never treated as damage.

Tips

Tips are optional. You can add one in the app for up to 72 hours after a ride, and 100% of it goes to your driver.

Refunds

All charges are final, with two exceptions:

• Billing errors. If you were charged for a ride you didn't take, charged twice, or charged a fee that didn't apply, 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.

• Refunds the law requires.

Everything else is final, including fares for completed rides, cancellation and no-show fees, and damage fees after the 7-day dispute window. Please contact us before disputing a charge with your bank.

Questions

Email support@lulalous.com. You can also contact the Alabama Public Service Commission's Utility Enforcement Division at psc.alabama.gov.