Refund Policy

Scope

This Refund Policy applies to one-time Hotel Lobby AI video passes purchased through Waffo: USD $4.99 for 768P or USD $9.99 for 2K, plus applicable tax. Each pass covers one 7-second video and is valid for 365 days. It should be read together with our Terms of Service.

Nothing in this policy limits any mandatory consumer right that applies in your country or region.

One-Time Purchases

Video passes do not renew automatically. Each resolution has a separate balance. A failed generation can restore a pass without creating a cash refund.

Each purchase also includes 2 image previews valid for 365 days. Accounts receive 2 introductory previews once, without a purchase or expiry. Image previews are still images; they do not guarantee identical final video results. Free and bonus previews have no separately redeemable cash value.

Requesting a Refund

Email zhao031119@gmail.com as soon as possible and preferably within 14 calendar days of the charge. Account holders may also use support tickets. This request window does not shorten any statutory right. Include:

• The email address associated with your account.
• The order or transaction number.
• The date and amount charged.
• A short explanation of the issue.

Submitting a request does not guarantee approval. We review the payment, service usage, passes, and circumstances of each request.

When a Refund May Be Approved

A full or partial refund may be approved when:

• You were charged more than once for the same purchase.
• The charged amount or product was incorrect.
• Purchased passes were not added to your account.
• A sustained technical failure prevented you from using the paid service and we could not resolve it.
• A payment was unauthorized, subject to reasonable account and payment verification.
• Applicable law requires a refund.

Items Generally Not Refundable

Except where required by law, refunds are generally not available for:

• Passes already used for completed video generations.
• Passes that expired according to the 365-day validity shown at purchase.
• Free, promotional, bonus, or manually granted passes.
• Dissatisfaction caused only by the subjective style or creative quality of a completed AI result.
• Requests concerning misuse that violates our Terms of Service, subject to applicable consumer rights.

Failed AI Tasks

A confirmed technical failure restores the reserved pass at the same resolution. This restoration is not a cash refund.

Input safety rejection or an unavailable input check does not consume an allowance. If a generated result is rejected by output screening or cannot be screened, it is not delivered and its reserved video pass or preview allowance is restored once, subject to expiry and refund status. Repeated or duplicate status checks do not grant extra allowances.

A confirmed image-preview failure restores its reserved preview once. No allowance is restored after its expiry or after its originating purchase was refunded. Pending or uncertain image submissions remain reserved during provider verification; please contact support with the task ID rather than resubmitting. Successful images and videos consume their respective allowances.

If the pass does not return within a reasonable time, contact support with the task or transaction number.

Approved Refunds

Approved refunds are normally sent to the original payment method. We may revoke the corresponding unused passes or paid benefits when a refund is issued.

Unused bonus previews from the refunded order are revoked along with its video pass. Later task failures cannot reinstate those refunded benefits. Introductory previews and benefits from other orders are unaffected. We consider usage of both video and bonus previews when reviewing refund requests, subject to mandatory consumer rights.

We initiate approved refunds promptly, but your bank or payment provider controls when the funds appear in your account. Currency conversion differences, bank fees, and payment-provider fees may not be refundable unless required by law.

Chargebacks

Please contact us before filing a chargeback so we have an opportunity to investigate and resolve the issue. This does not waive any right you have to dispute a charge with your payment provider.

Changes to This Policy

We may update this Refund Policy from time to time. Changes apply prospectively unless applicable law requires otherwise. The latest revision date appears at the top of this page.

Contact Us

For support, billing questions, privacy requests, or content reports, email zhao031119@gmail.com. Please include your order number or task ID when relevant.