Refund Policy

Every purchase on hotellobbby.com is a one-time payment for a fixed number of video generations. There are no subscriptions and nothing renews.

Before you pay

The still preview is free, so you can see how both guests look in the room before buying anything.

If a video fails

If a paid video fails to generate, it is returned to your pass automatically and you can try again. You are never charged for a video that was not delivered.

Unused videos

Videos you have not used are refundable within 14 days of purchase. Email hello@hotellobbby.com from the address you paid with, and we will refund the unused part of your order.

Used videos

A video that was generated and delivered is not refundable, because the generation cost is incurred the moment it is made. AI results vary, which is why the preview is free. If a technical fault on our side prevented delivery or produced an unusable file, contact us and we will return the video to your pass or refund it.

How refunds are paid

Refunds go back to the original payment method through our payment partner, Creem, which is the merchant of record for all purchases. Banks usually take 5 to 10 business days to show the refund.