Refund policy
When credits come back on their own, and when you can get your money back.
Last updated October 1, 2026
Failed renders: automatic
If a video fails or times out, the credits it used go back to your balance automatically. A failed free preview is restored the same way. You do not need to contact us.
Unused credit packs
If you have not spent any credits from a pack, write to us within 14 days of the purchase for a full refund of that pack. Packs with credits already spent are not refundable, unless the law where you live says otherwise.
A video that came out broken
If a render finished but is clearly broken, for example with missing faces or a frozen clip, send the video ID from your account page. We review it and return the credits when the problem is on our side.
How to ask
support@hotel-lobby.net. Write from the email you sign in with, and include the order ID from your account page.
How long it takes
Approved refunds go back to the original payment method through Creem, our payment processor. Banks usually take 5 to 10 business days to show the money.