Refund Policy

We built HotelLobby.me so that you only pay for videos that actually finish. This page explains, in plain English, when you get your credits or your money back, how long it takes and how to ask. It is part of our Terms of Service and applies to every credit pack and subscription.

Why you rarely need a refund

1. Your photos are checked first. If a photo cannot be used, you are told right away and nothing is charged. See the photo check messages.
2. You see the price before you start. The Generate video button shows exactly how many credits the video costs for the quality and length you picked.
3. Credits are held, not lost. When you tap Generate video the credits are set aside for that video. If anything goes wrong on our side, from building the booth scene to rendering the video, they go straight back to your balance.

Automatic refunds

These happen on their own. You do not need to contact us, and the credits go back to the same balance they came from.

You can see every video, including failed ones marked "Failed, credits returned", in My Videos. Your credit balance and full history are in your account settings.

Refunds of unused credit packs and subscriptions

Changed your mind? You can ask for a full refund of a credit pack within 7 days of purchase, as long as none of the credits from that pack have been used.

Pack credits stay valid for 12 months. We do not refund credits that expired unused, so we remind you of the validity period on the pricing page before you buy.

Subscriptions follow the same rule: you can get a full refund of a subscription payment within 7 days, as long as none of the credits from that period have been used. Once credits from a period are used, that period's payment is not refundable. You can always cancel to stop the next renewal, and you keep your credits until the current period ends.

Credits are spent in order of expiry. Monthly and quarterly subscription credits usually expire first, so they are normally used before your pack credits.

Broken results

AI output is never exactly the same twice, and a video that is not quite what you pictured is not a fault. But a result that is clearly broken is on us. We return the credits for a video when, for example:

• one performer's face is missing, cut off or badly distorted;
• the video file will not play or download;
• the video shows something you did not upload, such as a third person;
• the audio is missing entirely.

Write to us within 14 days of making the video and include the date it was made. We check the video and return the credits, usually within one business day.

Most likeness problems come from the photo rather than the tool. Before you try again, our photo tips show what gives the most accurate faces.

What we cannot refund

To keep prices low for everyone, we do not refund:

• credits spent on a video that was generated correctly but is not to your taste;
• credit packs bought more than 7 days ago, or packs where some credits have been used;
• subscription payments older than 7 days, or periods where some credits have been used;
• subscription credits that expired unused at the end of their billing period;
• credits that expired after 12 months;
• accounts closed for breaking our Terms of Service, for example by uploading photos of children or creating extra accounts for free credits.

If your situation does not fit these rules, write to us anyway. We read every message and decide fairly.

How to ask for a refund

1. Email support@hotellobby.me from the address on your account, with the subject Billing.
2. Include the date of the purchase or of the video, and for a broken video, a short description or screenshot.
3. We reply within 2 business days, usually the same day.

The contact page lists everything else that helps us answer in a single reply.

How long it takes

Payments are processed by our payment partner Waffo. We never see or store your full card details, as explained in our Privacy Policy.

Chargebacks

Please contact us before opening a dispute with your bank. We can almost always solve the problem faster, and a refund from us reaches you sooner than a chargeback. Accounts with an open chargeback may be paused while it is reviewed, and are restored once it is resolved.

Your legal rights

This policy does not limit any rights you have under the consumer protection laws of the country you live in. If those laws give you more than this page does, they apply.

Questions

HotelLobby.me is run by a small, independent team. You can read more about us, and if anything on this page is unclear, contact us and a real person will answer.