Refund Policy

Failed generations are refunded automatically

If a preview or a video fails, or takes far longer than it should (10 minutes for a preview, 60 minutes for a video), it is marked as failed and its credits go straight back to your balance. You don't need to contact us. Refunds show up in your credit history.

Results that come out wrong

The AI sometimes finishes but gets it wrong: only one person is replaced, a face is not recognizable, or the wrong people appear. The system cannot always detect this on its own, so those videos are charged normally.

If that happens, email us within 7 days with a link to the video (from My videos). We review each case by hand and return the credits when the result is clearly wrong. Checking the preview before you make the video is the best way to avoid this.

Credit purchases

Credit packs are one-time purchases. Credits never expire, and they are not refunded as money, except:

• if you were charged twice or charged the wrong amount, or
• where the law where you live gives you a right to a refund.

In those cases, email us from the address you sign in with and include the date and amount of the charge.

Contact

Refund questions: support@hotellobbyai.org.