What should I do if there is a billing problem?
Contact Cuddle promptly if a direct Cuddle purchase appears:
incorrect;
duplicated;
unrecognized;
unauthorized;
fraudulent;
refunded or reversed incorrectly; or
otherwise inconsistent with your receipt or purchase terms.
For billing support, contact:
You may also have rights through your bank, card issuer, payment provider, card network, or applicable law.
What information should I provide?
Include information reasonably available to identify the transaction, such as:
the email address associated with your Cuddle account;
the approximate charge date;
the amount and currency;
the transaction or receipt identifier, if available;
the billing descriptor shown; and
the last four digits of the payment card, where reasonably necessary.
The intended Cuddle billing descriptor is:
CUDDLE
Your bank or payment provider may abbreviate, reformat, delay, prefix, or suffix the descriptor.
Do not send your full payment-card number, card security code, password, authentication code, or bank credentials through ordinary email.
Can I contact my bank or card issuer?
Yes.
Nothing prevents you from exercising a good-faith billing-error, unauthorized-transaction, chargeback, payment-dispute, refund, or other consumer-protection right available through your bank, card issuer, payment provider, or applicable law.
Contacting Cuddle first may help resolve the issue, but it does not replace or limit a non-waivable right or deadline.
What happens during a review?
Cuddle may review information reasonably relevant to the disputed transaction, including:
checkout and payment-authorization records;
receipts;
Premium activation and usage records;
refunds or reversals;
account and support records; and
fraud-prevention or payment-risk information.
Cuddle may provide relevant transaction information to payment processors, banks, card networks, or other payment participants as permitted by applicable law and payment rules.
If a payment is refunded, reversed, charged back, or determined to be unauthorized, the associated Premium access may be adjusted or end as permitted by the applicable terms and law.
Can I request both a refund and a chargeback?
You may use the processes available to you, but you must not knowingly seek duplicate recovery for the same charge.
A refund request, statutory cancellation, chargeback, payment dispute, account deletion, and privacy request are separate processes.
Submitting one does not automatically complete or replace another.
Knowingly false, fabricated, altered, abusive, retaliatory, or bad-faith claims or evidence are prohibited. Good-faith disputes are permitted.
What if the payment was made to another member?
Money or value sent to another member through a payment application, bank transfer, gift card, cryptocurrency service, QR code, wallet, or external payment link is not a Cuddle purchase.
For a payment request, scam, or prohibited financial interaction involving another member, use Cuddle’s reporting tools or contact:
Learn more
Review Cuddle’s:
Need help?
For billing errors, duplicate or unauthorized charges, refunds, chargebacks, or payment disputes involving a direct Cuddle purchase, contact:
For a statutory cancellation or rescission right, contact: