Refund Policy

An unused credit pack can be refunded within 14 days of purchase. A pack counts as unused if none of its credits went into a successful render. Money is returned to the original payment method via the payment provider.

How long it takes depends on the provider and your bank. Currency conversion and network fees follow the provider’s rules.

Credits used on a finished render can’t be refunded, since model, storage and processing costs are already incurred. When a render fails and no usable clip is delivered, its credits come back automatically, or are refunded where the law requires.

A render counts as delivered once a playable video appears in your result, whether or not you download or post it. AI output can be imperfect; a surprising creative result alone doesn’t make a render failed.

Email support@hotellobbyai.co within 14 days with your payment email, purchase date and, for render problems, the generation ID. Never send full card numbers. We may ask for extra details to verify the payment and prevent fraud.

When a refund is approved, the matching unused credits are removed. Filing a chargeback without contacting us first may lead to restrictions while it is reviewed.