Terms of Use

By creating an account, accessing Loulu, or arranging pet care through Loulu, you agree to these Terms of Use. You must be legally able to enter into a binding agreement and to take responsibility for the pets and care arrangements associated with your account. If you do not agree, do not use Loulu.

Loulu is a neighborhood platform that helps members find one another, communicate, and coordinate pet care using Lu points. Loulu does not employ, supervise, certify, or endorse members, does not provide pet care itself, and is not a party to care arrangements made between neighbors. Members decide for themselves whether another person, household, and resident pets are a suitable match.

You are responsible for your account and for keeping your profile, contact details, pet information, health needs, vaccination status, behavior history, care instructions, and emergency information accurate and current. Do not impersonate another person, create misleading profiles, or conceal a known safety risk. Notify us promptly if you believe your account has been accessed without permission.

Pet care involves risks that cannot always be predicted, including bites, animal fights, illness, injury, escape, loss, and property damage. Owners must disclose known health and behavior concerns and provide the information needed for safe care. Sitters must provide reasonable, attentive care, follow the owner's instructions, and act promptly in an emergency.

We strongly encourage neighbors to communicate clearly and arrange a meeting or playdate before care begins. Each time you request or accept care, the Care Agreement and Liability Waiver shown in the Loulu app also applies and forms part of these Terms.

Owners are responsible for providing usable emergency contact and veterinary information. If urgent action is reasonably necessary to protect a pet, a sitter may seek veterinary assistance consistent with the owner's instructions and the information available at the time. Unless neighbors agree otherwise, the pet owner remains responsible for veterinary and other costs associated with their pet.

• Lu is a platform point used only in ways Loulu makes available. It is not cash, cryptocurrency, stored value, a gift card, or a bank balance.
• Lu cannot be redeemed for cash or transferred outside Loulu's available features.
• Loulu may provide promotional Lu, including a one-time welcome bonus, subject to eligibility and abuse-prevention limits.
• Point rates, earning rules, and available uses may change. We will provide reasonable notice before a material change that negatively affects an existing balance, when required by law.
• Loulu may offer limited drops, partner benefits, or other optional ways to use Lu. Availability is not guaranteed and additional terms may apply.

Luwards items are limited in quantity and offered on a first-come, first-served basis while supplies last. Loulu may open, pause, end, or cancel a drop at any time without notice; listing an item is not a guarantee it will remain available or that a given order can be fulfilled. A drop may be supplied and shipped directly by Loulu or by a third-party partner — whichever applies will be indicated for that drop — and Loulu does not guarantee the quality, safety, or timely delivery of goods offered through a drop. Redeeming a drop requires providing a shipping address, which is used only to fulfill that order (see our Privacy Policy). Redeeming with Lu is not a cash purchase and Lu is never sold for cash; depending on the drop, Loulu may separately charge for shipping and applicable tax, or absorb those costs itself — any charge will be shown before you redeem. All Luwards redemptions are final. Once you redeem a drop, the Lu spent is not refunded to your Lu balance and there is no cash refund, except as required by law. Returns, exchanges, and defect claims are otherwise handled according to the specific policy shown for that drop at the time of redemption, or, if none is shown, directly with Loulu.

Loulu charges a flat matching fee of $3.99 per confirmed booking for use of the platform. Sending requests is free, however many neighbors you ask. This fee is real money and is separate from Lu. It is paid to Loulu, not to the sitter — neighbors never pay each other, and care itself is always exchanged in Lu.

You add a payment method when you send a request, but nothing is charged until you confirm a booking. A neighbor saying they can help does not charge you — you may have asked several, and the fee is charged once, at the moment you confirm the one you want. Confirming also withdraws your other open requests for those dates. The exact amount is shown before you confirm, and we may change the fee in the future — any change applies only to bookings confirmed after it takes effect.

If a booking is cancelled — by either member, at any point before care is completed — the matching fee is refunded in full to the original payment method. Payments are processed by Stripe; Loulu does not store your full card details.

A care request becomes a booking in two steps: a neighbor indicates they can help, and you then confirm them. Nothing is committed — no Lu held, no fee charged, and no dates reserved for that neighbor — until you confirm. Current point costs and cancellation treatment are shown in the app. When a confirmed booking is cancelled before care begins, held Lu is returned according to the app's current cancellation flow. Members should communicate changes promptly and should only mark care complete when the agreed care has been provided.

You retain ownership of the profiles, photos, messages, reviews, and other content you submit. You give Loulu a limited, non-exclusive license to host, process, reproduce, and display that content as needed to operate, secure, and improve the service.

You may not use Loulu to harass, threaten, deceive, discriminate, violate another person's privacy or intellectual property, publish unlawful or dangerous material, manipulate reviews or Lu, spam members, or arrange illegal activity. Use the reporting and blocking tools when appropriate. We may review reports and remove content or restrict accounts that violate these Terms or create a safety risk.

Unless Loulu expressly offers a separate written program stating otherwise, Loulu does not provide pet, veterinary, property, liability, renters, homeowners, or other insurance. Loulu does not guarantee a member's identity, background, experience, conduct, home, pets, or suitability. You are responsible for deciding what insurance, verification, meetings, and precautions are appropriate for you.

Members should first try to resolve concerns directly and respectfully. Loulu may receive reports and take platform-level action, but it is not required to mediate or resolve private disputes, reimburse costs, or determine fault between neighbors. Contact emergency services or the appropriate authorities when a person or animal is in immediate danger.

To the fullest extent permitted by law, Loulu is provided on an “as is” and “as available” basis without warranties of any kind. Loulu and its operators are not liable for the acts or omissions of members or for injury, illness, loss, escape, property damage, veterinary costs, or other harm arising from a care arrangement. Nothing in these Terms excludes rights or liabilities that cannot legally be excluded.

To the extent permitted by law, you agree to defend and hold Loulu and its operators harmless from third-party claims, losses, and reasonable costs arising from your content, your violation of these Terms, your pet, or your care arrangements.

You may stop using Loulu or delete your account through the app. We may suspend or terminate access, remove content, reverse activity obtained through abuse or error, or take other reasonable action to protect members and the service. Account deletion and data retention are also described in our Privacy Policy.

Loulu is still evolving. Features may be added, changed, paused, or discontinued. We may update these Terms and will post the revised version with a new effective date. If a change is material, we may provide additional notice or request renewed acceptance. Continued use after the updated Terms take effect means you accept them.

If one part of these Terms is unenforceable, the remaining parts remain in effect. A failure to enforce a provision is not a waiver. These Terms, the in-app Care Agreement, and the Privacy Policy form the agreement between you and Loulu concerning the service. Applicable consumer protections and other mandatory laws continue to apply.

Questions about these Terms? Email devby.kc@gmail.com.