Refund Policy

Automatic credit refunds (always)

Credits are reserved when a generation task is accepted and charged only when it succeeds. Credits are returned automatically and in full when:

• the AI provider fails to generate your video;
• the task times out or is cancelled;
• the generated video is rejected by our content-moderation check.

No action is needed — the credits reappear in your balance as soon as the failure is confirmed.

Credit packs (one-time purchases)

• Unused credits: refundable within 14 days of purchase. Email us from your account email and we refund to the original payment method, deducting any credits already used at their proportional value.
• Used credits: not refundable. A successfully generated and delivered video counts as used, even if the artistic result differs from your expectation (AI output is probabilistic).

Subscriptions

• You can cancel anytime; cancellation stops the next renewal and you keep access until the end of the current paid period.
• The current, already-started billing period is not refundable, except where required by law.
• If you were charged in error (duplicate charge, charge after confirmed cancellation), contact us within 30 days for a full refund of that charge.
• Unused subscription credits expire at the end of each billing cycle and are not refundable or transferable.

Result-quality concerns

If a delivered video has a clear technical defect (corrupt file, no audio, heavy face blending that makes the subjects unrecognizable), email support@hotellobbyaifree.com within 14 days with the task reference. We review case by case and may return the credits for that generation at our discretion.

How to request

Email support@hotellobbyaifree.com from your account email with your order ID or task ID. Approved refunds are issued to the original payment method via Stripe, typically within 5-10 business days.