Refund Policy

One-time video purchases

Video packs are one-time purchases. The 6-second 480p packs contain 1, 3 or 8 videos for $3.99, $10.99 or $26.99. The 15-second 480p packs contain 1, 3 or 8 videos for $6.99, $18.99 or $49.99. Both formats include audio and do not add a HotelLobbyMaker watermark. The 1-, 3- and 8-video packs expire 60, 120 and 180 days after confirmed payment respectively. There is no subscription or automatic renewal.

The selected duration determines the number of videos covered. Each 6-second video uses one 6-second allowance, and each 15-second video uses one 15-second allowance. Changing duration changes the number of available videos. Existing video balances and their original expiry dates are preserved. Downloading a completed result does not use another allowance; a new generation request does. No free generation trial is included. We do not promise rights to third-party music or audio.

Payment is confirmed only after a signed provider success event matches the local order. Payment does not start generation automatically: return to the workspace, prepare your photos, and submit when ready.

If a render fails

Failed renders are not charged for. A confirmed generation error, safety-filter refusal or finished video withheld by our safety checks puts that video's allowance back once, automatically, so you can generate that video again — one retry, no second payment and no support ticket. A photo our check refuses before generation does not use an allowance: upload a different photo, up to three tries; if none of them pass, email us and we refund that order. A timeout with an unknown outcome stays on hold for manual verification; we do not submit another generation on our own while the outcome is unclear. If nothing is delivered it is treated as a failure, and the allowance comes back the same way.

If the result does not look like you

AI output varies with the photo. A finished video that looks different from you is not a failed render, so it is not refunded or remade. A clear, front-facing photo of one adult in good light usually gives the closest likeness — the samples on this page are real outputs, not guarantees. If something actually went wrong with the video (it froze, cut off, or the wrong scene was made), email us with your order reference and we check it.

Unused purchases

Within 7 days of purchase, a completely unused video pack is eligible for a full refund. Once any video from the pack has been delivered, the pack is no longer refundable in cash: the remaining videos stay available until their original expiry date.

This site sells one-off packs and does not offer a subscription.

Billing errors and disputes

If you were charged twice or charged an incorrect amount, email us within 30 days with your order reference and we will correct it.

Please contact us before disputing a charge with your bank. Most issues are resolved within 5 business days. Fraudulent chargebacks after using the service may lead to account or service-access suspension. This does not restrict a legitimate dispute or your legal rights.

Requesting a cash refund

Email hello@hotellobbymaker.com, no sign-in needed; signed-in users can also use the support form.

Email hello@hotellobbymaker.com with your order reference. Cash refunds are handled manually through Stripe and returned to your original payment method. Your bank normally posts the refund within 5–10 business days. Do not email card details.

Statutory rights

This policy does not limit refund rights provided by the law of your country.