Refund Policy
Last updated: July 21, 2026
1. Scope and Operator
The Service at hoty-ai.com ("Service") is operated by ALLSTREAM LTD, a company registered in England and Wales, company number 15304620 ("Hoty", "we", "us"). The Service provides AI-generated photo and video content and AI companion chat, and is intended for users aged 18 and over. This Refund Policy applies to purchases made on the Service and operates together with our Terms of Service.
2. What You Are Buying
All purchases on the Service are one-time purchases of virtual coins, an in-service credit used to pay for individual generations and chat messages. The Service does not offer subscriptions, and no purchase results in a recurring or automatically renewing charge. Coins have no monetary value outside the Service, cannot be transferred to another user or account, and cannot be exchanged for cash except as described in Section 5.
3. Coins Are Digital Content Delivered Immediately
Coins are credited to your account balance immediately after a successful payment. Because this is digital content supplied with your consent and delivery begins immediately, coins that have already been spent (used to pay for a generation, a video extension, or a chat message) are non-refundable, regardless of whether you were satisfied with the result, except where Section 4 applies.
4. Automatic Refunds for Failed or Rejected Generations
If a generation fails for a technical reason, times out, or is rejected by our moderation system, the coins charged for that attempt are automatically returned to your balance without any action on your part. This applies whether the failure is detected at the time of the request or discovered later through our automated reconciliation checks. You do not need to contact support for this type of refund — it happens as part of normal Service operation.
5. Refunds of Unused Coins
If you have unused coins remaining on your balance and wish to receive a refund of the amount paid for them, you may request one by contacting [email protected] within 14 days of the relevant purchase. Please include the email address associated with your account and, where possible, the date and amount of the purchase. We calculate the refundable amount based on the coins from that purchase that remain unspent at the time of your request. Coins already spent, as described in Section 3, are excluded from the calculation.
6. How Refunds Are Paid
Approved refunds are returned using the same payment method used for the original purchase, wherever the payment provider allows this. Processing time depends on your payment provider and payment method and is typically completed within the timeframes set by that provider once we have approved the refund; we are not able to guarantee times set by third-party providers or banks.
7. Cryptocurrency Purchases
Purchases made with cryptocurrency are subject to the irreversible nature of blockchain transactions. Where a refund of a crypto purchase is approved, it is returned to the wallet address used for the original payment, in the equivalent amount of cryptocurrency calculated at the prevailing exchange rate at the time the refund is processed, less any network (miner) fees. We are not responsible for exchange rate movements between the time of purchase and the time of refund, or for funds sent to an incorrect or no-longer-controlled wallet address.
8. Account Termination for Violations
If your account is suspended or terminated for violating our Terms of Service — including uploading content depicting a minor, uploading someone's likeness without their consent, or attempting to defraud the Service — any remaining coin balance is forfeited and is not refundable, whether or not it was previously eligible for a refund under Section 5.
9. How to Request a Refund
To request a refund, email [email protected] from the email address registered to your account. We aim to respond to refund requests within 14 days. We may ask for additional information to verify your identity or the purchase before processing a refund.
10. Language and Governing Law
This Policy is governed by the laws of England and Wales. Where this Policy is provided in a language other than English, the English version prevails in the event of any conflict or inconsistency.