Refund Policy

Every render costs us real money, so instead of free trials each order comes with a free redo and a clear way to get your money back. All of this happens on your order page; you don't need an account.

1. One free redo

If a face looks wrong in your finished video, press "Face looks off? Redo free" on the order page. We render the same order again at no charge. Each order includes one redo.

2. Refund after the redo

If the redo still looks wrong, press "Still looks off? Request a refund" on the same page. We refund the full price to the card you paid with.

3. Refund when rendering fails

If a render fails, we retry it once automatically. If the retry fails too, the order page offers a refund.

4. Automatic refund when the content check stops a clip

If our content check stops the finished video, we refund you automatically. You don't need to do anything.

5. Photos rejected before payment

If a photo doesn't pass the check before checkout, nothing is charged.

How long it takes

Refunds go back to the card you paid with through Stripe and usually show up within 5–10 business days, depending on your bank.

Anything else

If something went wrong that isn't covered here, email hello@hotellobby-ai.online with your order number before opening a dispute with your bank, so we can sort it out directly.

Last updated Oct 1, 2026