Refund Policy

Last updated: October 1, 2026

Failed renders are never charged

If a video fails to render, the credits it used go back to your balance automatically. You do not need to ask.

Refunds

We refund:

• Unused credit packs within 14 days of purchase.
• The first payment of a subscription within 14 days, if none of its credits have been used.
• Duplicate or mistaken charges and credits you paid for but did not receive.
• Extended outages on our side that stop you using credits you bought.

We do not refund:

• credits that have already been used to unlock or create a video;
• renewals of a subscription you forgot to cancel, once credits from that period have been used;
• dissatisfaction with a result that rendered successfully (the example videos on the site show the style before you buy);
• problems caused by inputs that break our Terms of Service.

This does not limit any rights you have under consumer law where you live.

Cancelling a subscription

Cancel any time from Orders in your account. Cancelling stops the next renewal. Credits you already received stay usable until they expire.

How to ask for a refund

Email support@hotellobbyvideo.net from the address on your account, with your order number and a short description. We reply within 5 business days. Approved refunds go back to the original payment method; your bank may take 5 to 10 business days to show them.