Refund Policy | Hotel Lobby AI

One-time credit purchases

The public pricing page offers one-time credit packs. These purchases do not start a recurring subscription. Review the pack price, credits and any tax shown at checkout before paying. Per-video dollar estimates describe the value of credits used, rather than a separate per-video charge.

Failed generations

When a generation is recorded as failed, the credits reserved for that task are restored to the account. Processing or storage-pending tasks are not yet failed: check the task status in My videos. If credits appear missing after a failure, contact support with the task ID.

Requesting a payment refund

Used credits are non-refundable. Credits consumed by a completed generation are not eligible for a payment refund. AI output can vary in appearance or likeness; dissatisfaction with a completed result does not make its used credits refundable. The failed-task credit restoration described above remains a separate process.

Requests concerning unused credits are reviewed individually, as described in our Terms of Service. Contact support with the account email, order reference, purchase date, reason for the request and whether any of the purchased credits have been used. Duplicate charges, missing credit delivery and service errors should be reported with the relevant transaction details.

Submitting a request does not automatically approve a cash refund. A completed generation's appearance or likeness can vary; review the examples and product limitations before buying. Support will review the order and credit usage before deciding the request.

Payment handling

If a payment refund is approved, support will confirm the amount and payment route. Bank and payment-provider processing times can vary; no fixed settlement time is promised here. Returning credits after a failed task is not a refund to your payment method.

Contact

Email support@hotellobbyai.one for billing requests and include the order reference. You can also use the contact page. This policy does not limit any mandatory consumer rights that apply to your purchase.