Summary
| Situation | Outcome |
|---|---|
| Generation fails | Credits are returned to your balance automatically |
| Credit pack unused, within 7 days of purchase | Full refund |
| First subscription payment, within 7 days, ≤ 20% of plan credits used | Full refund |
| Duplicate or erroneous charge | Full refund |
| Verified outage caused by us lasting more than 72 hours | Pro-rata refund or credit compensation |
| Credits already used for completed videos | Not refundable |
| Subscription renewals after the first payment | Not refundable; cancel anytime to stop future charges |
| Accounts closed for violating our Terms | Not refundable |
1. Why refunds are limited
Hotel Lobby AI is a digital service. Credits and plan benefits are delivered to your account immediately after payment, and each video generation incurs real AI computing costs. For this reason, credits that have been used cannot be refunded, except as described below.
2. Failed generations
If a generation request fails or cannot be queued, the credits reserved for it are returned to your balance automatically. You can see each charge and return in your credit history.
3. Credit packs
You may request a full refund of a credit pack within 7 days of purchase if none of its credits have been used. Credit packs never expire, so there is no need to use them quickly.
4. Subscriptions
- First-time subscribers can request a full refund of their first payment within 7 days, provided no more than 20% of that month’s plan credits have been used.
- Later renewals are not refunded, but you can cancel at any time and you will not be charged again. Your plan stays active until the end of the paid period.
How to cancel: see Section 6 of our Terms. You can cancel online from your account or by emailing billing@hotellobbyaidesign.com.
5. Statutory rights
Nothing in this policy limits rights you have under applicable consumer law. Consumers in the EU, UK and Australia keep their 14-day right of withdrawal for first-time purchases; because digital content is delivered immediately, this right ends once you begin using the purchased credits, where the law permits.
6. How to request a refund
Email billing@hotellobbyaidesign.com from your account email with your transaction ID (shown in your receipt) and the reason for the request. We confirm within 2 business days, and approved refunds are returned to the original payment method within 5–10 business days through our payment processor, Waffo Pancake.
Please contact us before opening a dispute with your bank — we can usually resolve billing issues faster.