Refund Policy

You may request a refund for an unused video credit purchase within 14 days. A purchase is unused if no video from it has been generated successfully. Approved refunds go to the original payment method through the payment provider.

Processing time depends on the payment provider and your bank. Currency conversion or payment-network fees may be handled according to the provider's rules.

Credits spent on a completed generation are not refundable because the model, storage, and processing costs have already been incurred. If a render fails and no usable output is delivered, the job is eligible for automatic credit restoration or a refund where required by law.

A render is considered delivered when a playable output is shown in your job result, even if you decide not to publish or download it. AI output can contain imperfections; an unexpected artistic result is not by itself a failed job.

Email support@hotellobbyai.com within 14 days and include your payment email, purchase date, and generation ID if the issue relates to a render. Do not send full payment card numbers. We may ask for additional details to verify the transaction and protect customers from fraud.

If a refund is approved, we may remove the corresponding unused credits from the account. Chargebacks initiated without contacting support may result in account and service restrictions while the transaction is reviewed.

The same 14-day refund request window applies to the separate US$2.99 Couple Back Tattoo photo purchase. A purchase is unused when it has not produced a completed portrait. Once a usable portrait is delivered, model and processing costs have been incurred; artistic preference or expected likeness alone does not guarantee a cash refund. Mandatory consumer rights still apply.

A confirmed technical generation or image-delivery failure makes that paid portrait available again without another payment. This is separate from a cash refund. If a submission is uncertain, keep the task ID and contact support; do not pay again. Approved cash refunds go to the original payment method through Waffo and revoke access to the associated photo and phone link.