Refunds, Cancellation & Credits | Hotel Lobby AI Video

Purchases and credits

Hotel Lobby AI Video is operated by John Yan, Hong Kong. Use the support channel on Contact for purchase questions. Available pack prices, included credits and the generation cost are shown before purchase or submission. Taxes and the final payable amount appear at checkout.

Our one-time credit packs are valid for 365 days after purchase. They do not include a subscription or automatic renewal.

Unused packs

If you purchased a pack by mistake and have not used any of its credits, contact us within 7 days of purchase to request a refund. Provide your account email and order reference. We check the payment and unused balance, then reconcile the refund with removal of the corresponding credits.

Partly used packs and concerns about completed generations are reviewed individually. This policy does not limit mandatory cancellation or refund rights under applicable law.

Photo selection and task submission

Selecting a photo in the active generator uploads it for processing but does not create a paid task. Selecting sample photos only fills the inputs. A task starts when you submit with the displayed credit cost. Leaving the page, closing the browser or signing out does not cancel processing already underway.

Check the final task status before submitting again. An interrupted browser response does not prove that generation failed.

Technical failures and visual quality

Tasks confirmed as technically failed follow the credit-restoration process. Contact support with the task ID if the final status and credit balance disagree. A restored balance is different from a refund to a payment card.

A successfully completed video may still contain AI imperfections. Describe a specific quality concern and the affected part of the clip so we can review whether the service was delivered as described and what remedies apply. We do not promise unlimited free regenerations.

Missing credits or duplicate payments

Report an unexpected charge, missing credits or duplicate payment with the order reference, date, amount and currency. Do not send sensitive card information. Approved refunds are checked against order and credit records to avoid duplicate adjustments. Your payment provider determines when a processed refund appears on your statement.

Read the Terms and Privacy Policy for the wider service conditions.