LuluCare Community Standards & Acceptable Use Policy

Last Updated: 2026-07-19

Lulu Staffing LLC d/b/a LuluCare · support@trylulucare.com · https://mylulucare.com

1. Purpose and Scope

These Community Standards and Acceptable Use Policy (the "Standards") govern conduct by all users of the LuluCare website, applications, technology platform, communications tools, and marketplace services (collectively, the "Platform"). They apply to Healthcare Professionals, Facilities, Facility representatives, account administrators, applicants, visitors, and any other person or entity accessing or using the Platform.

These Standards are incorporated into the LuluCare Marketplace Terms of Service and supplement the Healthcare Professional Agreement, Facility Services Agreement, Privacy Policy, Facility Pricing Addendum, and other applicable LuluCare policies. Capitalized terms not defined here have the meanings assigned in those documents.

The purpose of these Standards is to promote safety, honesty, professionalism, reliability, lawful conduct, fair marketplace participation, and appropriate use of LuluCare technology. Violations may result in warnings, restrictions, suspension, termination, payment review, referral to authorities, or other action permitted by law or contract.

2. Core Community Expectations

All Users must:

• act honestly and in good faith;

• provide accurate and current information;

• communicate professionally and respectfully;

• protect patient, Facility, User, and LuluCare confidential information;

• comply with applicable laws, licensing requirements, Facility rules, and professional standards;

• fulfill confirmed commitments or provide required notice when unable to do so;

• use the Platform only for legitimate marketplace purposes;

• cooperate with reasonable safety, compliance, payment, and fraud investigations;

• avoid conduct that threatens patient safety, workplace safety, or marketplace integrity.

3. Safety and Patient Protection

Patient safety is paramount. Users must not engage in conduct that creates an unreasonable risk of harm to patients, residents, coworkers, visitors, or the public.

Prohibited conduct includes:

• patient abuse, neglect, exploitation, abandonment, or mistreatment;

• practicing outside the scope of licensure or competence;

• performing duties while impaired by alcohol, illegal drugs, misused medication, fatigue, or another condition that makes performance unsafe;

• falsifying patient-care records or directing another person to do so;

• ignoring required safety procedures, infection-control practices, or emergency protocols;

• bringing weapons into a Facility except where expressly authorized by law and Facility policy;

• threats, violence, stalking, intimidation, or credible threats of harm;

• concealing a material safety incident from LuluCare or the Facility;

• retaliating against a person who reports a good-faith safety concern.

The Platform is not an emergency service. Users must contact appropriate emergency services or Facility leadership when immediate assistance is required.

4. Professional Conduct and Respectful Treatment

Users must maintain professional, respectful, and lawful interactions. LuluCare does not tolerate:

• harassment, bullying, humiliation, or abusive language;

• unlawful discrimination based on a protected characteristic;

• sexual harassment, unwanted sexual conduct, or sexually explicit communications;

• retaliation for reporting misconduct or exercising legal rights;

• threats, coercion, extortion, or intimidation;

• deliberate interference with another User's work or marketplace participation;

• repeated hostile, disruptive, or demeaning behavior;

• misuse of reviews, ratings, complaints, or reports to punish or pressure another User.

Legitimate performance feedback, compliance reviews, workplace supervision, and good-faith reporting are permitted when conducted lawfully and professionally.

5. Accuracy, Identity, and Account Integrity

Users must provide complete, accurate, authentic, and current information. Users may not:

• create an account using false or misleading information;

• impersonate another person or entity;

• permit another person to use their account or credentials;

• access another User's account without authorization;

• create duplicate accounts to avoid restrictions, investigations, payment holds, or termination;

• falsify identity documents, photographs, contact information, business records, or account details;

• misrepresent authority to act for a Facility or other entity;

• conceal ownership, affiliation, or control when disclosure is required.

Users must promptly report suspected unauthorized account access and maintain the security of passwords, devices, and authentication methods.

6. Credentials, Licenses, and Screening

Healthcare Professionals must maintain all licenses, certifications, registrations, training, health documentation, and other Credentials required by law, LuluCare, or the applicable Facility.

Users may not:

• submit forged, altered, borrowed, expired, suspended, or revoked Credentials;

• misrepresent the status, scope, expiration, or issuing authority of a Credential;

• conceal disciplinary action, exclusion, sanction, criminal history, or loss of eligibility when disclosure is legally required;

• interfere with identity, license, sanction, exclusion, or background screening;

• submit another person's test result, certification, vaccination record, or health document;

• perform an Assignment after losing a required Credential or eligibility status;

• coach another person to evade verification requirements.

Facilities must not knowingly permit a Healthcare Professional to perform duties beyond the professional's verified scope or required eligibility.

7. Shift, Assignment, and Attendance Integrity

Users must treat confirmed Assignments as serious commitments.

Healthcare Professionals must:

• report on time and prepared to perform the confirmed Assignment;

• review Shift requirements before accepting;

• promptly communicate material delays, emergencies, or inability to attend;

• comply with applicable cancellation and attendance procedures;

• remain for the agreed Shift unless released, unsafe conditions require departure, or another lawful exception applies;

• not send an unauthorized substitute or allow another person to perform under their account.

Facilities must:

• provide accurate Shift dates, times, roles, requirements, locations, instructions, and rates;

• avoid bait-and-switch postings or materially changing duties without appropriate communication;

• provide a reasonably safe workplace and required orientation;

• communicate cancellations or changes promptly;

• not repeatedly post Shifts they do not reasonably intend to fill;

• not direct Healthcare Professionals to perform unlawful or out-of-scope work.

Repeated late cancellations, No-Shows, abandonment, or unreliable posting practices may result in account review or restrictions.

8. Timekeeping and Documentation Integrity

All Timecards, Clock Events, meal records, attestations, corrections, approvals, and supporting documents must accurately reflect what occurred.

Prohibited conduct includes:

• clocking in or out for another person;

• asking another person to record a Clock Event;

• recording time not actually worked;

• altering hours, meals, breaks, or approvals to obtain improper payment or avoid lawful billing;

• falsifying signatures, attestations, photographs, timestamps, or supporting records;

• using GPS spoofing, location-masking tools, remote-access tools, or other methods to defeat location verification;

• directing a Healthcare Professional to work off the clock;

• knowingly approving an inaccurate Timecard;

• withholding approval to pressure a User in an unrelated dispute;

• submitting patient-identifying information through timekeeping or dispute features.

Good-faith correction requests are permitted and must be supported by accurate information.

9. Payments, Billing, and Financial Integrity

Users must use payment and billing features honestly and lawfully. Users may not:

• submit false billing or payout information;

• use a stolen, unauthorized, or fraudulent payment method;

• initiate an improper chargeback for a valid charge without first attempting to resolve the matter through LuluCare;

• manipulate payouts, refunds, credits, bonuses, promotions, or incentives;

• conceal duplicate payments or knowingly retain an overpayment;

• collude to create fake Shifts, false hours, or sham transactions;

• demand or accept off-platform payment to avoid LuluCare fees or safeguards;

• provide false tax information or payment-account ownership information;

• interfere with a payment processor's verification or compliance procedures.

LuluCare may review, delay, adjust, reverse, or recover payments where permitted by law and reasonably necessary to investigate fraud, errors, disputes, or policy violations.

10. Marketplace Circumvention and Off-Platform Conduct

Users may not use LuluCare to identify one another and then intentionally move a LuluCare-sourced relationship off the Platform to avoid fees, contractual obligations, verification, payment processing, timekeeping, insurance requirements, or other safeguards.

Prohibited circumvention includes:

• soliciting direct off-platform payment for a LuluCare-sourced Assignment;

• asking a User to cancel a Platform Assignment and recreate it privately;

• sharing personal contact or payment information primarily to bypass LuluCare;

• entering sham cancellations or false records to conceal off-platform work;

• encouraging another User to violate a non-circumvention obligation;

• using an affiliate, staffing company, family member, or other intermediary to evade Platform requirements.

Nothing in this Section prohibits relationships expressly authorized by LuluCare, pre-existing relationships properly disclosed where required, or conduct protected by applicable law.

11. Facility-Specific Prohibited Conduct

Facilities and their representatives may not:

• maintain unsafe, unlawful, abusive, or discriminatory work environments;

• knowingly provide materially false information about a Shift or workplace;

• require unpaid work, off-the-clock work, or unlawful waiver of compensation;

• falsify, alter, or improperly reject Timecards;

• pressure a Healthcare Professional to work outside scope, without required supervision, or without legally required breaks;

• misuse Credentials, identity documents, photographs, or personal information;

• retain copies of sensitive documents beyond legitimate business or legal need;

• ask for patient information to be transmitted through LuluCare;

• retaliate against a Healthcare Professional for reporting safety, wage, discrimination, harassment, or compliance concerns;

• recruit or pay Healthcare Professionals off-platform in violation of applicable agreements;

• repeatedly fail to pay amounts properly due;

• allow unauthorized representatives to access the Facility account.

12. Healthcare Professional-Specific Prohibited Conduct

Healthcare Professionals may not:

• work under another person's identity or account;

• permit an unverified or unlicensed person to perform an Assignment;

• report to work without required Credentials or while knowingly ineligible;

• misrepresent experience, skills, competency, availability, or work history;

• abandon patients or leave without appropriate handoff when one is legally or professionally required;

• remove, steal, misuse, or intentionally damage Facility property;

• photograph, record, or disclose patients or confidential Facility information without authorization;

• solicit patients, residents, families, or Facility staff for unrelated commercial activity;

• use Facility systems or property for unlawful purposes;

• accept unauthorized cash or off-platform compensation;

• engage in repeated No-Shows, avoidable late arrivals, or bad-faith cancellations;

• provide services while impaired or otherwise unable to perform safely.

13. Communications and User Content

Platform messaging, reviews, profiles, uploads, and other User Content must be lawful, accurate, relevant, and professional.

Users may not transmit or upload:

• patient names, medical record numbers, diagnoses, treatment information, clinical photographs, or other PHI;

• threats, harassment, hate speech, discriminatory content, or sexually explicit material;

• defamatory, knowingly false, fraudulent, or misleading statements;

• spam, unauthorized advertising, chain messages, or mass solicitations;

• malware, malicious code, corrupted files, or harmful links;

• content that infringes intellectual property, privacy, publicity, or contractual rights;

• another person's identity documents, Credentials, private messages, or confidential information without authorization;

• content intended to manipulate ratings, investigations, or marketplace decisions.

LuluCare provides operational and shift-related communications through in-app messaging, notifications, email, and SMS. Marketing or promotional messages, if any, are subject to separate opt-in or opt-out mechanisms as required by applicable law. LuluCare may remove or restrict access to content that violates these Standards, the Terms, applicable law, or another person's rights.

14. Technology and Platform Security

Users may not misuse or interfere with the Platform. Prohibited activity includes:

• hacking, probing, scanning, or testing Platform vulnerabilities without written authorization;

• bypassing authentication, access controls, rate limits, or security features;

• introducing malware, ransomware, spyware, bots, or harmful code;

• scraping, harvesting, copying, or extracting Platform data without authorization;

• reverse engineering, decompiling, disassembling, or attempting to derive source code except where non-waivable law permits;

• using automated tools to create accounts, apply for Shifts, send messages, or manipulate activity without authorization;

• overwhelming the Platform through denial-of-service activity or excessive requests;

• accessing information not intended for the User;

• using the Platform to build, train, or support a competing service without authorization;

• concealing malicious activity through VPNs, proxies, spoofed devices, or falsified technical information.

Users who discover a potential security issue should report it to support@trylulucare.com and must not exploit, disclose, or retain data obtained through the issue.

15. Confidentiality and Privacy

Users must protect confidential and personal information obtained through the Platform or during Assignments.

Users may access, use, and disclose such information only as reasonably necessary for lawful marketplace participation, Assignment performance, Facility operations, or legal compliance. When a Healthcare Professional is booked (confirmed) for a shift at a Facility, that Facility may view and download the credential and compliance documents that Healthcare Professional has provided to LuluCare, including government-issued identification, for the Facility's licensing, compliance, credentialing, and recordkeeping purposes; a Facility may access these documents only for Healthcare Professionals booked on one of that Facility's shifts, each access is recorded, and these documents are not made public. Facilities must protect those documents and must not use them for unrelated purposes. Users must not:

• disclose another User's personal information for unrelated purposes;

• publish private Platform communications without lawful authorization;

• use contact, credential, payment, location, or Facility information for harassment, marketing, identity theft, or competitive intelligence;

• store sensitive information in insecure personal accounts or devices;

• submit patient-identifying information to LuluCare;

• retain information after the legitimate purpose has ended when deletion is legally or contractually required.

16. Reporting Concerns

Users should promptly report suspected safety threats, fraud, Credential issues, harassment, discrimination, patient abuse, account compromise, payment manipulation, or other serious violations.

Reports should be made through Platform support tools or by emailing support@trylulucare.com. Reports should include enough factual information to permit review and should not include patient-identifying information unless LuluCare specifically provides a lawful and secure method for submission.

Users must make reports honestly and in good faith. Knowingly false, retaliatory, or fabricated reports may themselves violate these Standards. LuluCare may keep the reporter's identity confidential when reasonably possible but cannot guarantee confidentiality where disclosure is required for investigation, fairness, safety, or law.

17. Investigations and Cooperation

LuluCare may investigate suspected violations using reasonably available information, including account records, Credentials, Clock Events, location records, Timecards, payment records, Platform communications, User reports, Facility records, public records, and information from service providers or authorities.

Users must cooperate with reasonable investigations and may be required to provide statements, identification, Credentials, payment documentation, communications, photographs, or other relevant information. Users must not destroy evidence, coach witnesses, retaliate, submit fabricated evidence, or interfere with an investigation.

LuluCare's marketplace decisions are administrative decisions regarding Platform participation and do not constitute judicial, regulatory, licensing, employment, or clinical determinations. LuluCare operates a technology marketplace as an intermediary; it is not the employer of Healthcare Professionals and not a traditional staffing agency that employs them, and it is not liable for the acts, omissions, or dealings between Healthcare Professionals and Facilities, including wages, employment claims, worker classification, or clinical or malpractice acts.

18. Enforcement Actions

Depending on severity, frequency, risk, evidence, and applicable law, LuluCare may take one or more actions, including:

• education, coaching, or a warning;

• requiring correction, updated documentation, or additional verification;

• removing content or restricting features;

• cancelling, pausing, or reassigning Assignments;

• placing an Account under review;

• temporarily suspending or permanently terminating an Account;

• restricting future Marketplace participation;

• delaying, adjusting, reversing, or recovering payments where permitted by law;

• assessing contractual fees or pursuing amounts owed;

• notifying an affected Facility or Healthcare Professional;

• reporting conduct to a payment processor, insurer, licensing board, regulator, law-enforcement agency, or other authority where permitted or required;

• pursuing contractual, civil, or criminal remedies.

LuluCare may act immediately without prior notice when reasonably necessary to address safety, fraud, security, legal, payment, or marketplace-integrity risks.

19. Reconsideration Requests

A User may request reconsideration of certain enforcement decisions by contacting support@trylulucare.com and providing relevant information. LuluCare may decline repetitive, abusive, untimely, or unsupported requests.

Unless required by law or expressly stated otherwise, submission of a reconsideration request does not stay an enforcement action. LuluCare retains discretion over Platform access and marketplace participation, subject to applicable law and written agreements.

20. Changes to These Standards

LuluCare may update these Standards to reflect changes in the Platform, marketplace risks, legal requirements, or business operations. Material updates may be communicated through the Platform, email, or another reasonable method.

Continued use of the Platform after updated Standards become effective constitutes acceptance of the revised Standards unless applicable law requires additional consent.

21. Contact Information

Questions, reports, or concerns regarding these Standards may be directed to:

Lulu Staffing LLC d/b/a LuluCare

Email: support@trylulucare.com

Website: https://mylulucare.com

For urgent threats to life, patient safety, or public safety, contact emergency services or appropriate Facility leadership before contacting LuluCare.

ACKNOWLEDGMENT

BY ACCESSING OR USING THE PLATFORM, EACH USER ACKNOWLEDGES THAT THEY HAVE READ, UNDERSTOOD, AND AGREED TO COMPLY WITH THESE COMMUNITY STANDARDS AND ACCEPTABLE USE POLICY.