Refunds

Operated under the name Hotel Lobby Video.

Failed and uncertain jobs

A confirmed failed video job releases its credit hold. This returns video credits; it is not a refund to your payment card. A job with an uncertain outcome is reviewed before its hold is released or settled.

Payment refund requests

Contact supper@hotellobbyvideo.org with your order number and a description of the issue. Do not send card numbers or passwords. We review duplicate charges, unused credits and delivery problems individually, subject to applicable consumer rights. Sending a request does not confirm a refund or a payment processing date.

Refunded or disputed payments

When a payment refund is confirmed, its corresponding credits are removed. Partial refunds remove a proportional amount rounded up to a whole credit. If those credits were already spent or held, an account adjustment may remain and future credits cover it first. Payment disputes require review; contact support if an adjustment is incorrect.