01
More than 72 hours before delivery
Full Refund
Cancel more than 72 hours before your scheduled delivery time and receive a full refund to your original payment method.
CLEAR. FAIR. DISCREET.
Cancellation, Refund & Rescheduling Policy
Every CUDOLLA reservation is prepared individually around your selected companion, scheduled delivery window, requested accessories, and private reservation details.
This policy explains what happens if you need to cancel, reschedule, or modify your reservation. We designed it to be clear, fair, and easy to understand while protecting the preparation time and delivery availability reserved specifically for you.
Clear cancellation timelines
Flexible advance rescheduling
Secure refund processing
Private customer support
Effective date
July 11, 2026
QUICK OVERVIEW
Know your options before your reservation.
The amount refunded or credited depends on how early we receive your cancellation or rescheduling request.
02
24 to 72 hours before delivery
$50 Cancellation Fee
Cancel between 24 and 72 hours before your scheduled delivery time and receive a refund of the amount paid, less a $50 cancellation fee.
03
Less than 24 hours before delivery
Non-Refundable
Cancellations made less than 24 hours before the scheduled delivery time are non-refundable because preparation, scheduling, and delivery resources have already been committed.
04
After preparation or dispatch
No Refund
Once the companion has been fully prepared, dispatched, delivered, or delivery has been attempted, the reservation is not eligible for a refund.
All cancellation periods are calculated using the scheduled delivery time shown in your reservation confirmation.
CANCELLATIONS
When plans change, contact us as early as possible.
We understand that unexpected situations can happen. To protect both our customers and the preparation time reserved for each booking, cancellation eligibility is based on when CUDOLLA receives your request.
72+
More than 72 hours before delivery
Cancellations received more than 72 hours before the scheduled delivery time qualify for a full refund to the original payment method.
24-72
Between 24 and 72 hours before delivery
Cancellations received between 24 and 72 hours before the scheduled delivery time qualify for a refund of the amount paid, less a $50 cancellation fee.
The cancellation fee helps cover reservation administration, scheduling, payment processing, and preparation time already assigned to the booking.
<24
Less than 24 hours before delivery
Cancellations received less than 24 hours before the scheduled delivery time are non-refundable.
At this stage, the companion may already be undergoing final preparation, accessories may have been organized, and delivery time may have been reserved specifically for the customer.
AFTER PREPARATION OR DISPATCH
When a reservation is no longer eligible for a refund.
No refund will be issued after any of the following has occurred:
- The companion has been fully prepared for the reservation.
- The delivery team has departed for the delivery address.
- Delivery has been attempted.
- The companion has been delivered.
- The scheduled reservation period has started.
- The customer is unavailable at the confirmed delivery location.
- Entry, identification, age verification, or required acceptance cannot be completed.
RESCHEDULING
Move your reservation without losing the experience.
Rescheduling may be available when requested early enough and when the selected companion and delivery schedule remain available.
First rescheduling request
One rescheduling request may be made without a rescheduling fee when:
- The request is received at least 24 hours before the scheduled delivery time.
- The new requested date is available.
- The reservation is moved within 60 days of the original reservation date.
- The same customer remains responsible for the reservation.
Additional rescheduling requests
A $50 rescheduling fee applies to each additional approved date change.
Requests made less than 24 hours before delivery
Rescheduling requests received less than 24 hours before the scheduled delivery time are treated as late cancellations and are generally non-refundable.
CUDOLLA may approve an exception at its discretion when a documented emergency or significant event prevents the customer from accepting delivery. Approval is not guaranteed.
AVAILABILITY
Rescheduled dates remain subject to availability.
Rescheduling is subject to companion availability, delivery-zone availability, staffing, and the selected reservation duration.
If the original companion is unavailable for the new date, the customer may:
✓
Select another available companion of equal value.
✓
Pay the difference for a higher-priced option.
✓
Receive an account credit for the eligible amount.
No refund is guaranteed solely because the original companion is unavailable on a newly requested date.
RESERVATION CHANGES
Need to adjust your reservation details?
Changes are not confirmed until approved by CUDOLLA. Contact us as early as possible if any reservation detail needs to be updated.
Requests may include:
- Delivery address
- Delivery time
- Return time
- Rental duration
- Selected accessories
- Companion selection
- Contact information
- Special preparation requests
Additional charges may apply when a change increases the reservation duration, delivery distance, product value, staffing requirements, or preparation requirements.
A lower-priced selection does not automatically create a cash refund after the standard cancellation window has passed. Any approved difference may be issued as an account credit at CUDOLLA's discretion.
Major changes made close to the scheduled delivery time may be treated as a rescheduling or cancellation request.
DELIVERY READINESS
Please be available during your confirmed delivery window.
The customer or approved reservation holder must be available at the confirmed delivery address during the scheduled delivery window.
The customer is responsible for:
- Providing a complete and accurate delivery address.
- Ensuring the delivery location is safe and accessible.
- Being available by phone or text.
- Presenting any required identification.
- Meeting all age and eligibility requirements.
- Completing any required agreement or waiver.
- Providing reasonable access for delivery.
15
MINUTES
Arrival waiting period
CUDOLLA may wait up to 15 minutes after arrival. After that period, the delivery may be marked unsuccessful and the reservation may be canceled without refund.
If the customer is unavailable or delivery cannot be completed for reasons outside CUDOLLA's control, the delivery may be treated as unsuccessful. An unsuccessful delivery caused by the customer does not qualify for a refund. Additional delivery or rescheduling fees may apply if another attempt is approved.
EARLY RETURNS
Unused time is not refundable.
Customers may request an early pickup, but returning the companion before the scheduled end of the reservation does not qualify for a partial refund.
Reservation pricing covers the companion's full reserved period, preparation, delivery scheduling, pickup scheduling, and the time removed from availability for other customers.
An approved early pickup request does not reduce the original reservation price.
Additional fees may apply if the customer requests an unscheduled or urgent pickup outside the confirmed return window.
ADD-ONS & FEES
How additional reservation charges are handled.
Add-ons, accessories, upgraded delivery options, distance fees, special preparation fees, and other reservation services follow the same cancellation timeline as the main reservation unless stated otherwise.
Consumable, opened, used, customized, or specially prepared items may be non-refundable once preparation begins.
The following charges may be non-refundable after they have been incurred:
Extended-distance delivery fees
Rush preparation fees
Special delivery-time fees
Additional delivery attempts
Last-minute reservation fees
Custom or specially prepared accessories
Third-party payment or financing fees
Approved late-return or recovery fees
Refund eligibility for bundled reservations will be calculated based on the items and services that remain eligible at the time of cancellation.
SECURITY & DAMAGE CHARGES
Cancellation refunds do not replace other reservation obligations.
Any refundable security deposit, temporary authorization, damage deposit, or separately collected security amount is handled independently from the reservation payment.
Canceling a reservation does not eliminate responsibility for:
- Damage already caused
- Missing accessories
- Excessive cleaning
- Late return
- Unauthorized relocation
- Failed recovery or pickup
- Breach of the Rental Agreement
- Other valid charges authorized under the Rental Agreement
Separate processing
Unused security deposits or authorizations will be released or refunded according to the applicable Rental Agreement and payment-provider processing times.
Review the CUDOLLA Rental AgreementUNEXPECTED EVENTS
We review genuine emergencies with care.
CUDOLLA understands that medical emergencies, family emergencies, severe weather, and other significant events may occur unexpectedly.
Customers should contact us as soon as possible and provide reasonable supporting information when requesting an exception.
Exceptions are reviewed individually and are not guaranteed.
CUDOLLA may, at its discretion, offer:
- A one-time reschedule.
- A partial account credit.
- Waiver or reduction of a cancellation fee.
- Another reasonable accommodation.
Personal schedule changes, forgotten appointments, transportation issues, changes of mind, unavailable guests, or failure to prepare the delivery location generally do not qualify as emergencies.
WEATHER & SAFETY
Safety comes before scheduling.
CUDOLLA may delay, reschedule, modify, or cancel a delivery when severe weather, flooding, hurricanes, unsafe roads, government restrictions, property-access issues, or other hazardous conditions make service unsafe or impractical.
✓
When CUDOLLA postpones a reservation for safety reasons, the customer may reschedule without a rescheduling fee.
✓
If CUDOLLA cancels the reservation and cannot provide a reasonable replacement date, the customer will receive a full refund of the eligible reservation amount.
Weather-related refunds are not issued when service remains safely available but the customer chooses not to proceed.
OUR COMMITMENT
If we cannot fulfill your confirmed reservation.
Although uncommon, CUDOLLA may need to modify or cancel a reservation because of unexpected companion maintenance, safety concerns, operational issues, vehicle problems, staffing limitations, or other circumstances outside reasonable control.
When the selected companion becomes unavailable before delivery, CUDOLLA may offer:
A comparable available companion
An upgraded companion at no additional charge
A new reservation date
An account credit
A full refund
If no suitable replacement or rescheduling option is accepted, CUDOLLA will issue a full refund of the amount paid for the unavailable reservation.
CUDOLLA is not responsible for indirect losses, event expenses, hotel expenses, travel costs, lost income, guest costs, or other expenses beyond the amount paid directly to CUDOLLA.
REFUND PROCESSING
Where and when your refund will appear.
Approved refunds are issued to the original payment method whenever possible.
01
Eligibility confirmed
CUDOLLA reviews the cancellation timing and confirms the amount eligible for refund.
02
Refund submitted
CUDOLLA generally submits approved refunds within 3 to 5 business days after confirming eligibility.
03
Bank processing
Most refunds appear within an additional 5 to 10 business days, but timing may vary by financial institution.
A refund confirmation does not mean the funds will appear immediately. Processing time begins after CUDOLLA submits the refund.
CUDOLLA cannot control processing delays caused by banks, card issuers, financing providers, or payment platforms.
Original third-party financing charges, interest, installment fees, currency-conversion charges, or payment-provider fees may not be refundable by CUDOLLA.
CUDOLLA CREDIT
An alternative when you are not ready to select a new date.
12
MONTHS
Credit validity
When an account credit is approved, it must be used within 12 months of issuance.
When offered, a CUDOLLA account credit:
- May be used toward a future eligible reservation.
- Is associated with the original customer.
- Is not transferable.
- Has no cash value.
- Cannot be resold.
- Cannot be combined with another credit unless approved.
- May require payment of any price difference.
Any unused portion expires at the end of the stated validity period. Account credits are not issued automatically. They must be approved and confirmed in writing by CUDOLLA.
PROMOTIONAL RESERVATIONS
How discounts and gift balances are refunded.
01
Refund amount
Refunds are based on the amount actually paid after discounts, promotional codes, credits, or gift-card balances were applied.
02
Promotional codes
Promotional codes are not returned as cash and may not be reissued after cancellation.
03
Gift cards and credits
Amounts paid with a gift card or store credit will generally be returned to the same gift card or credit balance.
If a canceled reservation no longer meets the requirements of a bundle or promotion, the refund may be recalculated using the regular price of any services or items retained.
Free promotional items may need to be returned or may be deducted from the refund amount when applicable.
NO-SHOWS
Reservations require an available and eligible customer.
A reservation is considered a no-show or refused delivery when:
The customer is not present.
The customer cannot be reached.
The customer refuses delivery.
The customer does not provide required identification.
The customer does not meet eligibility requirements.
The customer refuses to complete the required agreement.
The address is inaccurate, unsafe, inaccessible, or unauthorized.
Delivery cannot be completed because of circumstances controlled by the customer.
No-shows and customer-caused refused deliveries are non-refundable.
Additional transportation, recovery, rescheduling, or delivery fees may apply.
PAYMENT DISPUTES
Please contact us before opening a payment dispute.
Customers should contact CUDOLLA directly regarding any cancellation, refund, or payment concern before submitting a chargeback or payment dispute.
CUDOLLA maintains reservation confirmations, customer communications, policy acceptance records, delivery records, signed agreements, and other documentation related to each transaction.
Submitting a chargeback does not automatically cancel contractual responsibilities or valid charges under the reservation and Rental Agreement.
Fraudulent, abusive, or duplicate disputes may result in denial of future service and recovery of applicable costs where permitted by law.
REQUEST A CHANGE
Contact CUDOLLA as soon as your plans change.
A cancellation or rescheduling request is not complete until CUDOLLA receives it and confirms the request.
Please include:
- Full name used for the reservation.
- Reservation or order number.
- Scheduled delivery date and time.
- Phone number.
- Whether you are requesting cancellation or rescheduling.
- Preferred new date, when applicable.
The time CUDOLLA receives the request determines which cancellation or rescheduling rule applies. Sending a text or email does not guarantee immediate approval. Requests will be processed according to their received timestamp.
FREQUENTLY ASKED QUESTIONS
Questions about cancellations and refunds.
Find quick answers to the most common questions about changing or canceling a CUDOLLA reservation.
How is the cancellation deadline calculated?
Cancellation deadlines are calculated backward from the scheduled delivery time listed in your reservation confirmation.
Can I cancel by text message?
Yes. You may contact CUDOLLA using an approved customer-service method. Your request is not finalized until we confirm it.
Can I move my reservation to another date?
Yes, subject to availability. One qualifying reschedule may be approved without a fee when requested at least 24 hours before delivery.
What happens if I cancel less than 24 hours before delivery?
Reservations canceled less than 24 hours before delivery are non-refundable because preparation and delivery resources have already been committed.
What happens if CUDOLLA cancels my reservation?
We will first try to provide a suitable replacement or new date. If we cannot fulfill the reservation and no acceptable alternative is arranged, we will issue a full refund.
Will I receive a refund if I return the companion early?
No. Early returns do not qualify for partial refunds because the full reservation period was held exclusively for you.
Can cancellation fees be waived for an emergency?
CUDOLLA may review documented emergencies individually and may offer a reschedule, credit, or fee adjustment. Exceptions are not guaranteed.
How long does a refund take?
Approved refunds are generally submitted within 3 to 5 business days. Banks and payment providers may require an additional 5 to 10 business days to post the funds.
What happens to accessories and add-ons if I cancel?
Most add-ons follow the same cancellation timeline as the main reservation. Customized, consumed, opened, or specially prepared items may be non-refundable.
Does this policy replace the Rental Agreement?
No. This policy explains cancellations, refunds, and rescheduling. The Rental Agreement contains additional responsibilities concerning use, care, damage, return, and other reservation requirements.
IMPORTANT INFORMATION
Your reservation confirms acceptance of this policy.
By completing a reservation, the customer confirms that they have reviewed and accepted the cancellation, refund, and rescheduling terms in effect at the time of booking.
This policy should be read together with the CUDOLLA Rental Agreement, CUDOLLA Care & Hygiene Policy, CUDOLLA Privacy Policy, CUDOLLA Terms of Service, and any product-specific or reservation-specific terms shown before payment.
If a reservation-specific written term conflicts with this general policy, the reservation-specific written term will control for that reservation.
CUDOLLA may update this policy from time to time. Changes apply to reservations placed after the updated policy becomes effective unless the customer agrees otherwise.
Nothing in this policy limits rights that cannot legally be waived under applicable law.
NEED HELP?
Questions about an existing reservation?
Our team is available to review your reservation details privately and explain the options available based on your scheduled delivery time.
