/refund-policy
Refund policy.
Failed generations return their credits automatically. Cash refunds are handled case by case.
Last updated Oct 4, 2026
Failed generation
Credits return to your balance automatically.
No request needed.
Cash refund
Handled case by case.
Write to hello@hotellobby.live.
When credits come back automatically
If a video fails to generate, the credits it used return to your balance on their own. The video appears in History as Failed, refunded, and the progress page shows how many credits came back.
Asking for a cash refund
Email hello@hotellobby.live from the address you signed in with. Tell us what happened and include the reference from the video or the order. We review each request on its own.
Payment problems
If a payment did not go through but you were charged, write to us with the order reference and we will look into it.