Refunds, cancellations and failed tasks.
HotelLobbyAI uses the ReelMuse shared credit and payment service. Its official refund policy governs purchases. This page explains where to go when a generation fails or a charge looks wrong.
Updated October 7, 2026
Payments are generally non-refundable except where law requires otherwise. Report a billing error within 14 days so the provider can review it. Subscription cancellation stops future renewals but does not automatically refund an earlier charge.
Failed generation
A queued or processing task is not yet a confirmed failure. If the service returns a final failed status, keep the task ID and contact support so the credit outcome can be checked against the account record and current policy.
Billing error or refund request
Email support@reelmuse.ai with the account email, transaction date, charge amount and task ID if relevant. Do not send passwords, full card numbers or private source images.