Hotel Lobby AI Refund Policy
Effective: October 5, 2026
Hotel Lobby AI Refund Policy: purchases and credits
The one-time guest preview does not require payment. For paid plans, the exact price, billing interval, renewal terms, included credits, and payment provider are shown at checkout.
Failed generations
Hotel Lobby AI is designed to return internal credits or release the free allowance when a task fails before a deliverable is produced. A credit restoration is not a cash refund.
Refund requests
Unless mandatory law requires otherwise, used generation credits and completed billing periods are generally not refundable because AI processing incurs immediate third-party cost. Duplicate charges, billing errors, or material service failures will be reviewed case by case. Submit requests to lisheng@gmail.com with the account email, order number, date, and reason.
Cancellations
Subscriptions can be cancelled through account billing settings where available. Cancellation stops future renewal and normally does not retroactively refund the current period. Mandatory consumer cancellation and refund rights always prevail.
The available payment method and renewal terms are shown at checkout before you confirm a purchase. Contact support if the account billing page does not let you complete a cancellation or if a billing record appears incorrect.
How to identify the issue before contacting support
A generation, a credit reservation and a payment are separate records. Start with the account used for the purchase and the relevant task or order. The steps below help you describe what happened without making another purchase or repeatedly submitting the same video. They explain how to use the existing policy; they do not promise a refund or change any mandatory consumer rights.
The video is still processing
Check the current task status before submitting it again. A queue, a slow provider response or an interrupted browser connection does not by itself establish a confirmed failure. Credits may remain reserved while the system is waiting for the task result. If the status appears stuck, contact support with the task identifier and approximate creation time. Avoid creating duplicates merely to check whether the first request was received; separate submissions may incur separate processing costs.
The task failed and credits appear missing
Compare the failed task with your credit history. A confirmed failure can release a reservation or restore eligible internal credits; this is different from reversing a payment through PayPal. Include the task identifier, model, selected duration, displayed status and approximate time in a support request. Check the MiniMax H3 balance and the task credit history.
A completed clip does not match my expectations
AI results can contain visual defects or differ from a prompt. Review the whole clip and describe the specific problem when requesting help. A completed generation used third-party processing, so a creative revision is not automatically treated as a failed task or a refundable charge. The provisions above apply, including case-by-case review for material service failures and any mandatory rights. Before spending more credits, simplify the prompt and check that the selected model supports the intended task.
PayPal shows a payment but my balance has not updated
Check the order using the account that started checkout. Returning to Hotel Lobby AI, opening PayPal or clicking a payment button is not by itself confirmation that payment completed. If PayPal records a completed transaction but the site order or credit balance has not caught up, send the order number, transaction reference, amount, currency and date to support. Do not send your PayPal password, full card number or security code. Avoid paying again while the first transaction is being checked.
Subscriptions and one-time credit packs
Review the billing interval and included credits before confirming checkout. A monthly subscription, an annual subscription and a one-time credit pack have different payment schedules. Annual plans release their included allowance monthly under the displayed plan rules; an annual payment does not mean every month's allowance becomes available immediately. One-time H3 credit packs do not create a recurring subscription. Their purchase also does not cancel an existing subscription.
Cancelling a subscription concerns future renewal. It is not the same action as requesting a refund for an earlier charge, deleting an account or reporting a failed video. Check the resulting billing status and contact support if you cannot confirm the cancellation. Questions about unused credits, duplicate charges or an incorrect billing period should identify the relevant purchase so the existing refund rules can be applied to the correct record.
Information to include in a refund request
Send your request to lisheng@gmail.com. Include the purchasing account email, order number, purchase date, amount and currency, a concise reason, and relevant task identifiers if the issue concerns generation. State whether you are asking about a credit restoration, a cash refund or future subscription renewal. If a screenshot helps explain the problem, hide unrelated personal information and payment credentials first.
Support reviews the details against the recorded transaction and the policy above. No approval or processing deadline is guaranteed by submitting a request. For general account and content obligations, read the Terms of Service; for the handling of support and payment records, read the Privacy Policy.