Refund Policy

Hotel Lobby AI Generator sells credits in one-time packs. There are no subscriptions, so there is nothing to cancel and nothing renews. Each second of generated video costs 10 credits, and the cost is shown before you generate. Purchased credits are valid for 365 days.

This policy is part of our Terms of Service.

Failed renders: automatic credit refund

If a video fails to render, the credits charged for it go back to your balance automatically. You do not need to ask. This is a credit refund, not a cash refund.

If the credits from a failed render do not come back, tell us through the takedown form, choosing "Other".

Refused requests: no refund

• If our safety check blocks your uploads before generation starts, a 3-credit refusal fee is charged.
• If a request is refused for content-policy reasons during generation, the credits charged for it are not returned.

See the Content Policy for what we refuse. If you believe a refusal was a mistake, tell us through the takedown form, choosing "Other". If we agree, we will return the credits.

Refunds of credit packs

You can get a full refund of a credit pack within 14 days of purchase if none of its credits have been used. To ask, use the takedown form, choose "Other", and include:

• the email address on your account;
• the date and amount of the purchase.

When we refund a pack, its credits are removed from your balance.

What is not refundable

Unless the law requires otherwise, we do not refund:

• credits you have used, including for completed videos you are not happy with (AI results vary, which is why your first 5 seconds are free);
• packs after any of their credits have been used, or more than 14 days after purchase;
• expired credits;
• free credits;
• credits on an account closed for breaking our Terms of Service or Content Policy.

How refunds are paid

Approved refunds go back to your original payment method through Stripe. We start them promptly, but your bank or card issuer decides when the money appears, which often takes 5 to 10 business days.

Chargebacks

Please contact us before you dispute a charge with your bank. We would rather fix the problem directly. If you open a chargeback, we may pause the account and remove the disputed credits while the dispute is open. This does not limit your right to dispute a charge.

Your legal rights

Nothing in this policy limits any consumer rights you have under the law where you live.

Contact

We do not offer email support yet. For refunds and billing questions, use the takedown form and choose "Other".