Refunds and Failed Video Generations
Learn when a failed Caught at the Window task returns your generation, how completed videos are counted, and how to ask about a payment refund.
Failed tasks return your generation
When a video task is recorded as failed, the generation spent on that attempt is restored automatically. Check the task status and your remaining generations in the dashboard. A waiting or running task has not failed just because its progress has paused.
Returning a generation lets you try again. It does not send money back to your payment card.
Completed videos
A successfully delivered video uses one generation. AI-generated faces, clothes and movement can vary, so a different creative result does not automatically qualify as a failed task. Preview examples and follow the photo guide before creating a video.
Payment questions and refund requests
If you believe you were charged incorrectly, paid twice or did not receive your purchased generations, email support@caughtatthewindows.com. Include your account email and order details, but never your full card number or password.
Cash refunds are reviewed through support; they are not issued automatically when a video fails. We do not promise a refund outcome or processing deadline before reviewing the payment. Nothing in this policy limits your rights under applicable consumer law.
One-time packs
Solo costs USD 5.99 for one generation. Crew costs USD 15.99 for three. There is no subscription, and unused generations do not expire. Check pricing and the Terms of Service for the purchase details.