Rider FAQ

How will booking work?

Every ride must be requested through the app. Drivers can’t accept street hails or cash fares.

You must be 18 or older to create an account. We work to have drivers available, but we can’t promise a ride at every time or place.

How do fares and estimates work?

You see an itemized estimate before you confirm. The final fare uses the miles and minutes recorded 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.

The Ride Terms list $1.20 a mile for the first 30 miles, $1.25 a mile after 30 miles, and $0.25 per eligible driving minute throughout the trip. The time charge continues after mile 30. The full rate table also lists base, minimum, booking, assessment and demand-pricing charges.

When you book, the card hold is 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 are charged only the final amount, and the rest of the hold is released. Your bank may take a few days to release it.

What do the Ride Terms say about cancellation fees and timing?

Cancelling is free within 2 minutes after booking and any time before a driver accepts. More than 2 minutes after booking, once a driver has accepted and is on the way, the cancellation fee is 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.

You aren’t charged if your driver isn’t on the way. 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. You aren’t charged if your driver cancels or no driver can be found.

Scheduled rides can be cancelled at no charge within 2 minutes after booking, until 1 hour before pickup, or any time no driver has confirmed the ride. After that, cancelling costs the full trip fare.

What do the Ride Terms say about no-shows and waiting time?

Your driver waits 7 minutes from their GPS-confirmed arrival at no charge. After that, wait time is $0.51 a minute. If a Scheduled driver arrives early, the 7 free minutes start at your pickup time. Health rides that list medical equipment never carry a wait-time charge.

If you don’t come out within 7 minutes and your driver cancels, the no-show fee is the full trip fare, plus wait time for any minutes the driver waited past 7. A ride is never charged both a cancellation fee and a no-show fee.

Refunds and charge disputes

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.

Are tips required?

When rides are operating, tips are optional. Any tip added in the app within 72 hours after a ride goes 100% to the driver.

What safety features do the policies describe?

When rides are operating, before pickup 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, don’t get in.

When rides are operating, the Safety page describes a safety button that calls 911 and shows your location and trip details on screen, and a trip-sharing link you can text to someone you trust. Riders and drivers both have the right to end a ride that feels unsafe.

In an emergency, call 911. For safety concerns, email safety@lulalous.com or call (334) 487-6746. Reporting a safety issue in the app is coming soon.

What if I leave something in a car?

Use the app’s lost-item tool for anything left behind. LulaRoost will help you contact your driver, but isn’t responsible for items left in a car.

What do the accessibility policies provide?

Drivers must give rides to riders with service animals. Drivers accept folding wheelchairs, walkers, canes and scooters that fit safely in the car, and help stow them when asked. A companion or personal care attendant may ride at no extra charge.

There is no extra fee for a disability, service animal, mobility device, companion who helps the rider, or help needed because of a disability.

LulaRoost doesn’t offer wheelchair-accessible vehicles in Dothan yet. The policy refers riders who need one to the Wiregrass Transit Authority.

What are Business and Health accounts for?

The Business and Health Account Agreement describes Business accounts for an organization’s employees, clients and guests, and Health accounts for non-emergency rides that clinics and other health organizations book for their patients.

Health transportation is not medical care. Drivers don’t lift or carry riders, and Health rides aren’t for emergencies; in an emergency, call 911. A patient must be able to get in and out independently or with a companion’s help.

Where will LulaRoost operate?

LulaRoost isn’t providing rides yet. Dothan is the planned first launch city.

The Terms identify the City of Dothan as the service area where rides start. Rides can end anywhere in the United States. Rides over 30 miles, including rides ending in another state, must be booked as Scheduled rides.