Refund Policy

Summary

• Unused credit packs: full refund within 14 days of purchase.
• Failed renders: credits are returned to your balance automatically.
• Rejected photos: no credits are taken in the first place.
• No subscriptions: every pack is a one-time payment that never renews, so there is nothing to cancel.

What you buy

LobbyVideo sells one-time credit packs: Starter ($9.90, 20 credits), Popular ($19.90, 60 credits) and Creator ($49.90, 200 credits). A Standard 10-second video uses 10 credits. Credits do not expire while your account is active. See pricing.

Full refunds for unused packs

If you have not used any credits from a pack, you can get a full refund within 14 days of purchase. Email support@lobbyvideo.com from your account email with the order number or the date and amount of the charge.

Partially used packs

Once you have used credits from a pack, the pack is no longer refundable, except for the cases below or where consumer law requires a refund. Credits used for completed videos are not refundable.

Failed or stuck renders

Credits are reserved when you submit a video. If the AI model fails, or the task does not finish within 40 minutes, the task is marked failed and its credits return to your balance automatically. This is a credit refund, not a cash refund; you can use the credits again or include them in a refund request for unused credits.

If returned credits do not appear within an hour, email us with the time of the attempt.

Results you do not like

AI results vary. If a video completed but has an obvious technical defect (for example a frozen or black video, or one of the two people missing entirely), email us within 7 days with the video and we will return the credits. We cannot refund a completed video only because of personal taste in how it looks.

Duplicate, incorrect or unauthorised charges

If you were charged twice, charged the wrong amount, or did not receive the credits you paid for, contact us and we will fix it or refund the charge. For a charge you did not authorise, contact us first; we will review it with our payment partner.

When refunds are refused

We may refuse a refund for credits used to break our Acceptable Use Policy, or for accounts closed because of serious violations. This does not affect any rights you have under consumer law.

How refunds are paid

Approved refunds go back to the original payment method through our payment partner Waffo, usually within 5–10 business days depending on your bank. The refunded credits are removed from your balance.

Contact

support@lobbyvideo.com, subject “Refund request”. We reply within 2 business days.