LuluCare Payment & Payout Policy

Version 1.1 · 2026-07-19

Last Updated: July 19, 2026

Company: Lulu Staffing LLC d/b/a LuluCare · Support: support@trylulucare.com

1. Purpose and Scope

This Payment & Payout Policy (the "Policy") explains how Lulu Staffing LLC, doing business as LuluCare ("LuluCare," "we," "our," or "us"), processes Facility charges, Healthcare Professional payouts, fees, refunds, reversals, disputes, taxes, and related financial activity through the LuluCare marketplace.

This Policy applies to Healthcare Professionals, Facilities, Facility representatives, account administrators, and other Users involved in payment or billing activity. It supplements the LuluCare Marketplace Terms of Service, Healthcare Professional Agreement, Facility Services Agreement, Facility Pricing Addendum, Timekeeping & Attendance Policy, Electronic Communications & E-Sign Consent, and other applicable agreements and policies.

LuluCare uses Stripe and Stripe Connect as its Payment Processor, together with banks, card networks, automated clearing house providers, tax-service providers, fraud-prevention vendors, and other third parties, to process payments. Those providers may impose separate terms, eligibility requirements, limits, holds, verification procedures, and fees.

2. Definitions

For purposes of this Policy:

• "Approved Hours" means hours approved through the Platform or otherwise accepted by LuluCare after review.
• "Ready for Billing" means Approved Hours that have been finalized on an approved Timecard and staged for the Facility billing workflow.
• "Facility Charge" means an amount charged or invoiced to a Facility for services, fees, taxes, adjustments, or other amounts due.
• "Healthcare Professional Earnings" means the amount payable to a Healthcare Professional for Approved Hours, subject to authorized adjustments, reversals, taxes, holds, and fees.
• "Instant Pay" means an accelerated payout capability that has been built into the Platform but is not enabled or offered in the current version. It is described in this Policy as a possible future feature only and is not currently available.
• "Payout" means a transfer of available Healthcare Professional Earnings to an approved bank account, debit card, or other supported destination, treated as completed only when the Payment Processor confirms settlement.
• "Payment Method" means an authorized bank account, card, or other payment source maintained for Facility billing.
• "Payment Processor" means Stripe (including Stripe Connect) or another third-party provider used by LuluCare to process payments or payouts.
• "Pricing Addendum" means the Facility-specific document stating rates, premiums, fees, and related commercial terms.

3. Marketplace Payment Structure

LuluCare operates a marketplace that connects Facilities with independent Healthcare Professionals. LuluCare may collect Facility payments through the Platform, retain applicable marketplace fees or other amounts, and facilitate transfers or payouts to Healthcare Professionals.

Facility billing and Healthcare Professional payouts are administratively gated. The Platform stages and assembles invoices and payouts, but a LuluCare administrator reviews and releases them. No Facility charge and no Healthcare Professional payout occurs automatically; each is initiated only after administrative review and release.

The exact payment flow may vary by Payment Method, Payment Processor configuration, Facility agreement, timing, risk review, and applicable law. Use of a Payment Processor does not make the Payment Processor a party to the Healthcare Professional Agreement or Facility Services Agreement.

4. Facility Billing Obligations

Facilities must pay all amounts due under the Facility Services Agreement, applicable Pricing Addendum, approved Timecards, and other authorized charges.

Facility Charges may include:

• charges for Approved Hours;
• overtime, holiday, weekend, NOC, PM, rush, or other applicable premiums;
• cancellation, sent-home-early, minimum-hour, late, administrative, or other agreed fees;
• taxes, assessments, or government charges when applicable;
• payment-processing, returned-payment, chargeback, collection, or recovery costs where permitted;
• corrections, credits, refunds, or prior-period adjustments.

Facilities are responsible for reviewing invoices and Timecards promptly and for maintaining sufficient funds in an authorized Payment Method.

5. Facility Payment Methods

Facilities may be required to provide and maintain a valid ACH-enabled bank account, payment card, or other supported Payment Method before becoming billing-ready or posting Shifts.

By adding a Payment Method, the Facility represents that it is authorized to use that method and authorizes LuluCare and its Payment Processor to verify, store, tokenize, and charge or debit it for amounts due.

LuluCare does not store raw card or bank-account numbers. Payment credentials are stored and tokenized by the Payment Processor, and LuluCare retains only limited, non-sensitive display information (such as the card brand and last four digits) needed to identify the Payment Method.

LuluCare may require bank-account verification, microdeposits, card verification, identity verification, account-owner confirmation, or additional documentation before activating billing.

A Facility must promptly update expired, closed, replaced, unauthorized, or otherwise unusable Payment Methods.

6. Billing Cycle and Invoicing

LuluCare generally bills Facilities weekly for Approved Hours and related charges, unless another cadence is stated in the applicable agreement or Pricing Addendum.

Invoices are assembled weekly from Approved Hours that have been marked "Ready for Billing." An assembled invoice is reviewed by a LuluCare administrator and is charged only after the administrator releases it. When a released invoice is processed, the Payment Processor charges the Facility's saved Payment Method. Hours are marked billed only after the Payment Processor confirms the charge has succeeded; a submitted or pending charge is not treated as billed until confirmed.

Invoices may be generated electronically and may identify the Facility, Shift, Healthcare Professional role, Approved Hours, applicable rate, premiums, fees, credits, taxes, and amount due.

The invoice date, debit date, due date, and settlement date may differ. Processing times depend on the Payment Method and Payment Processor.

A delay in invoice generation does not eliminate the Facility's obligation to pay amounts properly due.

7. Authorization to Charge or Debit

Each Facility authorizes LuluCare and its Payment Processor to charge or debit the Facility's Payment Method for:

• invoices and Approved Hours;
• pricing premiums and agreed fees;
• corrections and adjustments;
• payment failures, returned-payment fees, and collection costs where permitted;
• chargeback or dispute amounts attributable to the Facility;
• other amounts authorized by the Facility Services Agreement or Pricing Addendum.

Charges are initiated only after a LuluCare administrator releases the applicable invoice. Where recurring authorization is required, the Facility agrees that electronic acceptance of the applicable agreement or Platform authorization may serve as authorization to initiate charges or debits when invoices are released.

8. Failed, Returned, or Declined Facility Payments

A Facility payment may fail because of insufficient funds, account closure, card expiration, bank rejection, incorrect information, fraud controls, revocation, or other reasons.

When payment fails, LuluCare may:

• retry the Payment Method;
• request another Payment Method;
• suspend the Facility's ability to post or fill Shifts;
• pause new Assignments;
• delay future billing privileges;
• apply agreed late or returned-payment fees;
• offset credits or other amounts owed to the Facility;
• refer the balance for collection or legal recovery;
• take other action permitted by contract or law.

A failed Facility payment does not eliminate a Healthcare Professional's entitlement to amounts otherwise properly due. As described in Section 12, a Healthcare Professional's earning is created when the Facility approves the Timecard and is not conditioned on whether the corresponding Facility invoice has been collected.

9. Facility Billing Disputes

A Facility must review invoices and promptly report a good-faith billing dispute through the Platform or support channel.

A dispute should identify:

• the invoice or Shift;
• the specific amount disputed;
• the factual basis for the dispute;
• supporting records or communications;
• the amount, if any, that the Facility agrees is due.

Facilities must not withhold undisputed amounts while disputing another portion. LuluCare may continue collecting undisputed amounts and may separately review the disputed portion.

A billing dispute is not a substitute for the Timecard dispute process. Facilities should raise hour or attendance issues through the Timekeeping & Attendance Policy procedures.

10. Chargebacks and Bank Disputes

Facilities should contact LuluCare before initiating a card chargeback, ACH return, bank dispute, stop-payment request, or similar reversal for a valid charge.

Improper or bad-faith payment disputes may result in suspension, recovery efforts, additional fees where permitted, or termination of Facility access.

LuluCare may submit Timecards, agreements, electronic acceptances, invoices, messages, device records, and other relevant evidence to a bank, card network, Payment Processor, or dispute-resolution provider.

11. Healthcare Professional Payout Eligibility

Healthcare Professionals must complete applicable identity, tax, payment-account, and Payment Processor verification before receiving Payouts.

Healthcare Professional payout onboarding is completed through a Stripe-hosted Connect onboarding flow (Stripe Express, configured for transfers only). Stripe collects and verifies identity, tax, and bank information — including Social Security number, tax details, and bank-account information — directly through its own hosted process. LuluCare does not collect or store this payout onboarding information; it is held by the Payment Processor.

Payout eligibility may depend on:

• verified identity and Account ownership;
• an active and eligible Payment Processor (Stripe Connect) account;
• a valid supported bank account or debit card;
• completion of required tax information;
• Approved Hours;
• absence of a material payment, fraud, safety, or compliance hold;
• satisfaction of applicable Payment Processor requirements.

LuluCare does not guarantee that every Healthcare Professional or external account will qualify for every payout method.

12. Standard Weekly Payouts

A Healthcare Professional's earning for an Assignment is created when the Facility approves the Timecard. That earning is not conditioned on whether the corresponding Facility invoice has been collected; Healthcare Professional payout is decoupled from Facility invoice collection.

LuluCare's default payout schedule is generally weekly for eligible Healthcare Professional Earnings associated with Approved Hours. Weekly payouts are staged by the Platform and released by a LuluCare administrator; no payout is transferred automatically.

Amounts are treated as paid only when the Payment Processor confirms settlement to the recipient's account. Initiating or submitting a transfer is not itself a completed payout; a transfer becomes a payout only upon confirmed settlement. Bank holidays, weekends, bank processing, Payment Processor review, account verification, and technical issues may affect timing.

A weekly payout may combine earnings from multiple Assignments or may be divided into separate transfers depending on system configuration.

13. Instant Pay (Not Currently Offered)

Instant Pay is an accelerated-payout capability that has been built into the Platform but is not enabled or offered in the current version. It is described here as a possible future feature and is not currently available to any Healthcare Professional. References to Instant Pay in this Policy or elsewhere describe how the feature would operate only if LuluCare enables it in the future.

If LuluCare enables Instant Pay in the future, it would be expected to:

• be optional and not guaranteed;
• be subject to a disclosed per-transfer fee (anticipated to be $2.99 per Instant Pay transfer);
• require an eligible supported debit card or bank account;
• be unavailable for certain transactions, amounts, Accounts, or locations;
• be limited by LuluCare or the Payment Processor;
• be pausable during a dispute, investigation, compliance review, or technical outage.

If enabled, any Instant Pay fee would be shown before confirmation, and by confirming Instant Pay the Healthcare Professional would authorize deduction of the disclosed fee from the amount otherwise payable.

Even where a Payment Processor describes a payout as instant, actual receipt may depend on the recipient's financial institution.

14. Payout Calculation

Healthcare Professional Earnings are generally calculated using Approved Hours and the applicable Healthcare Professional rate frozen onto the approved Timecard for the Assignment.

The amount payable may reflect:

• regular hours;
• overtime or premium amounts where applicable;
• bonuses or incentives;
• authorized corrections;
• accelerated-payout fees, if any such feature is enabled and used;
• payment reversals or duplicate-payment recovery;
• legally required withholding or backup withholding;
• other deductions expressly authorized by agreement or law.

Facility bill rates may differ from Healthcare Professional rates. LuluCare may retain a marketplace margin, service fee, or other agreed amount. A Facility's total charge is not necessarily the amount payable to the Healthcare Professional.

15. Payout Holds and Delays

LuluCare or the Payment Processor may place a Payout or Account under review when reasonably necessary to address:

• a disputed Timecard or correction;
• suspected fraud, account sharing, identity theft, or GPS manipulation;
• duplicate or erroneous payment;
• chargeback, ACH return, or Facility payment failure;
• incomplete identity, tax, banking, or credential verification;
• sanctions, exclusion, licensing, or compliance concerns;
• patient-safety or serious misconduct investigations;
• a court order, legal process, government request, or regulatory obligation;
• Payment Processor risk controls or account restrictions;
• technical or operational errors.

LuluCare may release an undisputed portion while holding a disputed portion when operationally available and legally appropriate.

A temporary hold is not necessarily a final determination of wrongdoing.

16. Corrections, Reversals, and Overpayments

Users must promptly report duplicate payments, incorrect transfers, misapplied credits, or other financial errors.

Where permitted by law, LuluCare may correct an error by:

• adjusting a future invoice or Payout;
• reversing or recalling a transfer;
• debiting an authorized balance or Payment Method;
• requesting repayment;
• applying a credit;
• using another lawful recovery method.

A User may not knowingly retain funds that the User knows were paid in error.

LuluCare will not knowingly require a Healthcare Professional to return compensation that is lawfully theirs, but disputed entitlement may be reviewed under the applicable agreements and law.

17. Refunds and Credits

LuluCare may issue a refund or credit when required by law, authorized by agreement, or approved after review.

Refunds or credits may relate to:

• billing errors;
• duplicate charges;
• Timecard corrections;
• cancelled Shifts;
• service failures;
• promotional credits;
• negotiated resolutions.

A refund to a Facility does not automatically require recovery from a Healthcare Professional. Responsibility will depend on the reason for the refund, applicable agreements, evidence, and law.

Credits may be applied to future invoices instead of returned in cash when permitted and reasonably disclosed.

18. Fees

LuluCare may charge fees stated in the Marketplace Terms, Healthcare Professional Agreement, Facility Services Agreement, Pricing Addendum, Platform, or transaction confirmation.

Potential fees may include:

• marketplace or service fees;
• accelerated-payout fees, if and when such a feature is enabled;
• cancellation or sent-home-early fees;
• returned-payment or late fees;
• payment-processing fees;
• collection or recovery costs;
• other agreed charges.

Fees will not be imposed where prohibited by law. LuluCare may change prospective fees with appropriate notice and, where required, additional consent.

19. Taxes and Tax Information

Healthcare Professionals are responsible for their own federal, state, and local tax obligations except to the extent LuluCare or a Payment Processor is legally required to report, withhold, or remit amounts.

The Payment Processor (Stripe) collects the taxpayer identification number, tax classification, certification, address, and other information needed for tax reporting directly from the Healthcare Professional through its hosted onboarding, separately from initial marketplace onboarding. LuluCare does not prepare, issue, or store tax-form details, taxpayer identification numbers, or 1099s.

The Payment Processor (Stripe) issues any applicable tax form — such as Form 1099-NEC, Form 1099-K, or another form depending on the payment structure, applicable thresholds, and law — directly to the Healthcare Professional. LuluCare does not prepare or issue these forms and does not guarantee which form will apply in every case.

A Healthcare Professional who fails to provide required tax information may be subject to payout restrictions or backup withholding where legally required.

Facilities are responsible for taxes, assessments, and reporting obligations assigned to them by law or contract.

LuluCare does not provide tax advice. Users should consult their own tax professionals.

20. Independent Contractor Status

LuluCare operates a technology marketplace and is not the employer of Healthcare Professionals and not a traditional staffing agency that employs them. Healthcare Professionals participate as independent contractors (1099). Facilitation of payments does not by itself create an employment relationship between LuluCare and a Healthcare Professional.

LuluCare is not a party to, and is not liable for, wages, compensation, employment claims, worker classification, or the clinical or malpractice acts of any Healthcare Professional or Facility; those matters are solely between the Healthcare Professional and the Facility.

The parties' classification and responsibilities are governed by the Healthcare Professional Agreement and applicable law. No wording in this Policy overrides non-waivable worker-classification, wage, tax, or labor protections.

21. Payment Processor Accounts

A Healthcare Professional or Facility may be required to create or maintain an account with the Payment Processor and accept that provider's terms. For Healthcare Professionals, this is a Stripe Connect (Express) account established through Stripe's hosted onboarding.

The Payment Processor may request identity, ownership, tax, bank, debit-card, business, or other verification information directly. LuluCare may not control the timing or outcome of the Payment Processor's review, and LuluCare does not store the sensitive information collected by the Payment Processor.

The Payment Processor may suspend, limit, reject, or terminate processing based on its own rules. LuluCare may require a User to resolve Payment Processor issues before further marketplace participation.

22. Security and Unauthorized Transactions

Users must protect payment credentials, bank information, devices, passwords, authentication codes, and Account access.

Users must promptly report suspected unauthorized financial activity. LuluCare may require identity verification and supporting documentation before changing payout destinations or processing a fraud claim.

A User may not add a bank account, card, or other Payment Method belonging to another person without authorization.

LuluCare may delay changes to payout information or apply additional security checks to reduce account-takeover and diversion risk.

23. Records and Electronic Statements

LuluCare may maintain invoices, receipts, Timecards, transfer records, payout records, fee disclosures, credits, refunds, reversals, tax records, dispute evidence, and audit logs. LuluCare maintains only safe display fields for payment instruments and does not retain raw card or bank-account numbers.

Users may access certain records through the Platform. Users should review records promptly and retain copies needed for their own accounting, tax, or legal purposes.

Electronic records and approvals may be relied upon as described in the Electronic Communications & E-Sign Consent.

24. No Guarantee of Processing Availability

Payment and payout services may be temporarily unavailable because of maintenance, outages, bank closures, network failures, fraud review, legal restrictions, Payment Processor limitations, or events beyond LuluCare's reasonable control.

LuluCare will use commercially reasonable efforts to address processing issues but does not guarantee uninterrupted or same-day availability.

25. Investigations and Cooperation

Users must cooperate with reasonable payment, billing, tax, fraud, and compliance investigations.

LuluCare may request invoices, bank records, identity documents, Timecards, communications, proof of authority, tax information, or other relevant evidence.

Users may not submit fabricated evidence, conceal a material payment error, interfere with an investigation, or retaliate against a person who reports a good-faith concern.

26. Enforcement

Depending on the circumstances, LuluCare may:

• require updated payment or tax information;
• restrict accelerated-payout or other financial features where offered;
• place a payment, payout, invoice, or Account under review;
• suspend new Shifts or Assignments;
• reverse or correct transactions where permitted;
• recover overpayments or unpaid balances;
• suspend or terminate Account access;
• refer unpaid balances for collection;
• report suspected fraud or unlawful conduct to a Payment Processor, financial institution, insurer, regulator, tax authority, or law-enforcement agency when permitted or required.

27. Changes to This Policy

LuluCare may update this Policy to reflect changes in the Platform, Payment Processor requirements, payout methods, fees, tax rules, operational procedures, or applicable law.

Material updates may be communicated electronically. Where affirmative consent is legally required, LuluCare may request a new acceptance before continued use of affected services.

28. Contact Information

Questions, billing disputes, payout concerns, or payment-error reports may be directed to:

Lulu Staffing LLC d/b/a LuluCare

Email: support@trylulucare.com

Users should also contact their bank, card issuer, or Payment Processor when an issue concerns an external financial account or provider-controlled restriction.

ACKNOWLEDGMENT

BY ADDING A PAYMENT METHOD, ACCEPTING OR PERFORMING AN ASSIGNMENT, APPROVING A TIMECARD, REQUESTING A PAYOUT, OR OTHERWISE USING LULUCARE'S PAYMENT FEATURES, EACH USER ACKNOWLEDGES THAT THEY HAVE READ, UNDERSTOOD, AND AGREED TO THIS PAYMENT & PAYOUT POLICY.