Support

Need help with Loulu? Check the common questions below, or email us directly — we read every message.

Email devby.kc@gmail.com and we'll get back to you as soon as we can.

How do I delete my account?

In the app: My Profile → Edit My Profile → Delete account. This permanently removes your profile, pets, photos, and Lu history.

How do Lu points work?

You earn Lu by caring for a neighbor's pet, and spend Lu to request care for your own. Neighbors never pay each other — care is always traded in Lu, never cash.

What is the matching fee?

Loulu charges a flat $3.99 per booking to keep the app running. It goes to Loulu, not to your sitter — neighbors still never pay each other. You add a card when you send a request, but nothing is charged until a neighbor accepts your request and you confirm them. You can ask several neighbors; a neighbor accepting doesn't charge you, and you're charged once when you confirm the one you want. It's refunded in full if the booking is cancelled.

Can I get a refund for something I redeemed on Luwards?

No — Luwards redemptions are final sale. Once you redeem a drop, the Lu you spent isn't refunded and there's no cash refund, except as required by law. Double-check the item and your shipping address before confirming.

How do I report or block someone?

Open their profile in the app and tap the ⋯ menu in the top right — you can report an issue or block them from there. Reports go straight to us and are never shown to the other person.

A care request or message isn't going through — what do I do?

First check you have a signed-in internet connection and the latest version of the app from the App Store. If it's still stuck, email us below with your account email and what you were trying to do.

I found a bug or have feedback.

We'd love to hear it — email us below. Screenshots help a lot.