Confirmed technical failures
If a submitted generation fails technically and its failure is confirmed, we return the reserved credits to your account once. This is a credit return rather than a cash refund of a purchase.
A queued or processing task is still in progress. If a submission’s outcome is unclear, we hold it for investigation rather than submitting another paid task. Contact support with the task reference in My Videos.
Completed AI outputs
AI generation varies in likeness, movement, lyrics and lip sync. A successfully completed clip consumes credits. Personal preference alone does not automatically trigger a refund; check our examples before purchasing. Tell us about a clearly broken delivery so we can investigate.
Safety rejections and unsafe outputs
If a request is refused before credits are reserved, it does not use generation credits. A submitted task confirmed as rejected or failed returns its reserved credits once. Pending or uncertain tasks keep their reservation until their status is resolved. Returned credits do not permit another attempt to generate prohibited content.
If a completed output unexpectedly contains NSFW sexual content, graphic violence, hateful abuse or another prohibited category, do not share it. Report its task reference under the Content policyso we can investigate delivery and any appropriate remedy. A content report does not automatically refund the purchase, and statutory remedies for a defective service remain available where applicable.
Credit purchase requests
Contact supportto request a refund for an unused credit pack, duplicate charge or payment error. Include your sign-in email and purchase reference. Requests involving used credits are reviewed individually, taking account of usage and any applicable consumer rights.
Approved cash refunds are processed through Waffo to the original payment method. Arrival time depends on your payment provider. Refunded credits are revoked; credits already spent can create a deficit that later credit grants must offset. Applicable statutory rights take precedence over this policy.
Cancellation and consumer rights
Generating a video uses credits to start processing immediately. This statement does not itself waive any statutory cancellation or withdrawal right. Where local law provides a withdrawal period or a remedy for a defective digital service, those rights apply and take precedence over our discretionary unused-credit review. A required waiver or request for early performance must be obtained through an applicable purchase flow; it is not assumed from this policy alone.
Confirmation delays
If you paid but your balance has not updated, keep the purchase reference and contact us. Do not purchase again solely because confirmation is delayed. We verify the payment record and apply a confirmed credit grant once.
Request help
Email support@hotellobby.sitewith your sign-in email, purchase or task reference and the reason for your request. We will investigate the payment and usage records. Do not include passwords, full card numbers or prohibited media.