Refund Policy

Last updated: September 29, 2026

Failed renders are never charged

If a video fails to render, the credits it used go back to your balance automatically, and if it was your free preview, you get the free preview back. 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 free preview exists so you can see the style first);
• 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.