Refund & Cancellation Policy

This policy is part of our Terms of Service. All prices are in US dollars (USD).

What you can buy

• Plans. Monthly and annual plans that renew automatically. Each plan gives you a set number of credits for the billing period.
• Credit packs. One-time purchases that add credits to your balance. Packs are available to customers with an active plan and do not renew.

The price, the number of credits and when the credits expire are shown before you pay.

Cancelling a plan

• Cancel at any time in Settings → Billing. You do not need to email us.
• Cancelling stops the next renewal. Your plan and its remaining credits stay available until the end of the period you have already paid for: the end of the month for a monthly plan, the end of the year for an annual plan.
• We do not give partial refunds for the unused part of a billing period, except as described below.
• Before an annual plan renews, we send a reminder to your account email.

When you can get a refund

You can get a refund for a plan payment (monthly or annual, first purchase or renewal) or a credit pack if both are true:

1. You ask within 7 days of the charge, and
2. Since that charge, you have made no more than 3 completed videos. Videos that fail do not count.

How much you get back: the amount you paid, minus the value of the credits you already used from that purchase, calculated at the price per credit you paid. We do not charge a processing fee. For example, if you used one quarter of the credits from a purchase, you get three quarters of the price back.

When a payment is refunded, the remaining credits from that purchase are removed from your balance. If it was a plan payment, the plan is cancelled.

Always refunded

We refund these in full, at any time:

• Duplicate charges for the same purchase.
• Charges made after you had already cancelled.
• Charges we made in error.
• A charge you did not authorise. Tell us and we will refund it and secure the account.

Videos that fail or come out broken

• If a video fails or is refused, its credits are returned to your balance automatically. That is a credit return, not a money refund.
• If a finished video is technically broken (blank, corrupted or it will not play), email us within 7 days with the video and we will return its credits.

What is not refunded

• Credits used on completed videos, including videos you are not happy with. The result is generated by AI and varies; faces and movement will not always match what you expected.
• Plan credits that expired unused. Plan credits expire at the end of the billing period they were added for: the end of the month on a monthly plan, the end of the year on an annual plan (its credits are added in one go at the start of the year). Unused plan credits do not roll over.
• Credits already used on an account we closed for breaking the Acceptable Use Policy.

Credits from a credit pack do not expire. They stay in your balance and can still be used after you cancel your plan. When you make a video, the credits that expire soonest are used first and pack credits are used last.

Credits have no cash value and cannot be transferred or exchanged for money, except where the law requires it.

Promotional prices

If you start a plan at a promotional price, the plan keeps renewing at that same price until you cancel it. The price charged at each renewal is shown before you pay. If you cancel and subscribe again after the promotion has ended, the regular price applies. Promotions do not apply to credit packs unless we say so where the promotion is shown.

If we change or stop the service

If we materially reduce what you have paid for, or shut down a paid feature or the service, you can get a refund for the prepaid, unused part of your purchase.

EEA and UK customers

By buying a plan or a credit pack you ask us to make the service available immediately. Once credits are available in your account, the statutory 14-day right of withdrawal for digital content no longer applies to the credits you have used. The refund terms above still apply, and nothing on this page limits rights you have under the law of the country where you live.

How to ask for a refund

Email support@hotellobby-ai.app from your account email with the date and amount of the charge. We reply within 3 business days. Approved refunds go back to your original payment method; your bank may take 5–10 business days to show them.

Before you dispute a charge

Please contact us before opening a dispute with your bank. Disputes take weeks to resolve; we can usually fix a billing problem within a few days. If a payment is disputed, the unused credits from that payment are removed and, if it was a plan payment, the plan is cancelled.