Refund Policy

Hotel Lobby AI is operated by Nitor as an individual. This policy covers cash-refund requests and account-credit returns. Contact support@hotellobbyai.me or use Support tickets.

Cash refunds for completely unused orders

You may request a refund within 14 days of payment only if all credits from that order remain unused. This applies to one-time credit packs, subscriber top-ups and each paid subscription billing order. A partially used order is not eligible under this voluntary policy; we do not offer a proportional refund for its remaining credits.

Contact support@hotellobbyai.me from your account email and provide the order number. We review the payment and credit-use records before approving a request. Do not use the order's credits while a request is being reviewed. An approved refund cancels the corresponding credit entitlement and is returned through the payment processor to the original payment method. A request or an account-credit adjustment alone does not confirm that a cash refund has been completed. Bank or processor posting times may vary; no unverified processing deadline is promised.

Mandatory consumer rights that apply to a transaction take priority over this voluntary policy. It does not restrict remedies for duplicate or unauthorized charges or other rights required by applicable law. Payment and refund processing are subject to the payment processor's applicable terms.

Failed jobs and credit returns

If a charged video job fails, times out or is rejected during generation, the service returns eligible account credits through its ledger. The same job can be refunded at most once. The creation page reads the actual refund state: a pending return is not displayed as complete, and a job with no charge has no video credits to return.

A failed still preview normally has no video-credit charge. Preview quota and payment credits are separate controls. Service failures may release preview quota under the server’s rules; content-policy rejections can still count toward the daily limit.

Catalog purchase credits are configured without an expiry. Some older or other grants can have an expiry, and expired credit lots may not be restorable. The page can therefore distinguish a full eligible return, a partial return or an expired-credit outcome. Check My credits for the ledger rather than assuming every failure adds the same amount.

Retrying a generation

Retry starts a new attempt after the original task has reached a valid state. It is subject to the available balance, current template rules and any active-job limit. A refund for the previous failed job and a charge for the new job are separate entries. Reopening the page or replaying a callback does not entitle you to duplicate credits.

If input photos have expired after 24 hours, you may need to start a new creation. A retry does not extend every asset’s retention period. Save a ready output within its 7-day window.

Completed results and quality

A completed render with unwanted visual details is different from a technical failure. Identity drift, anatomy errors or a result you simply prefer to change are not automatically classified as failed jobs by the current code. A completed result is not an aesthetic guarantee.

Credit returns are not cash refunds

An account credit adjustment does not send money back through a payment processor. A payment-card refund, cancellation, dispute or chargeback is a separate financial process. Cash refunds require review and payment-processor confirmation; they are not automatic account-credit returns.

Restoring credits after a failed job does not automatically make an order eligible for a cash refund. Eligibility under the voluntary policy above requires a completely unused order, not merely a remaining balance. Statutory remedies remain unaffected.

Requests and contact

For billing or refund questions, contact Nitor at support@hotellobbyai.me. The email address has been configured, but delivery testing remains pending; see the contact status. Describe the issue and, if applicable, provide your order number. Do not send card numbers, passwords, verification codes or personal photos.

Read Pricing for the catalog and Terms for acceptable use and availability.

Last updated: October 2, 2026. The voluntary refund policy was confirmed by the operator on this date.

Subscription cycles

Credit returns restore their original still-valid lots once. An expired cycle allowance is not converted into permanent purchase credits. Canceling automatic renewal leaves the paid period available until its end; purchased credits remain. Failed renewal does not grant a new allowance. Subscriptions renew monthly until canceled. Subscriber top-ups require an active paid subscription at checkout.