Refund Policy

This policy explains how refunds work for artist bookings and event tickets bought through Crackerjack. It supplements our Terms of Service, which govern the booking contract itself, and our Trust & Safety policy, which governs disputes.

Review notice: This policy has not yet been reviewed by qualified counsel. It should be, before it is relied on in production — particularly its description of how funds are held before payout, which depends on a confirmation from our payment processor that has not yet been obtained.

1. How payment works before a refund is even possible

When an Organizer confirms a booking, the full quoted amount is collected through our payment processor and held by Crackerjack — it is not paid to the Artist upfront. To be precise about what that means: the funds are received into a Crackerjack-controlled account with our payment processor and recorded against your booking. They are not held by an independent third-party escrow agent, and we do not describe this arrangement as escrow.

We hold the full amount until the Artist marks the set complete and the Organizer confirms it happened. It is then released to the Artist's Crackerjack balance in a single release, less Crackerjack's commission — 12 hours after the scheduled end of the set, or 5 minutes after it where the Artist is on Crackerjack Pro. The Artist can then cash that balance out to their saved payment method.

Nothing is released before both confirmations, and nothing is held back beyond that release time. This means a refund before the performance can return the entire held amount, subject to the cancellation tiers below; once the amount has been released, it is no longer available to refund.

2. Cancelling before the event

Either party can cancel a confirmed booking from the Platform before the event. If the Organizer cancels, the refund depends on how much notice was given, measured against the scheduled event date and time:

• 48 hours or more before the event: 100% refund of any amount we are still holding.
• 24–48 hours before the event: 50% refund — the remaining 50% compensates the Artist for holding the date.
• Less than 24 hours before the event: 0% refund — the full held amount is treated as earned by the Artist.

If the Artist cancels, the Organizer is refunded the full held amount, whatever the notice period. The tiers above apply only when the Organizer cancels.

This tier is shown to whoever is cancelling, with the exact refund percentage for that specific booking, before they confirm the cancellation. Crackerjack's commission (see Section 5) is only ever deducted from amounts actually paid out to an Artist — never from a refunded amount.

3. When the Artist cannot make it

An Artist who cannot perform can hand the booking to other Artists near the venue rather than cancelling it. The original booking stays in place while this happens, the Organizer is notified immediately with the Artist's stated reason, and the Organizer is free to accept or decline whoever steps in.

• If a replacement is accepted: the booking continues on the same date, time and quoted amount. The funds we hold are unaffected. Crackerjack charges the replacement Artist a reduced commission of 5% instead of 10%.
• If no replacement is found or the Organizer declines: the Organizer is refunded the full held amount, regardless of how much notice was given. The cancellation tiers in Section 2 do not apply — the Organizer did not cancel.

Repeatedly handing on confirmed bookings without good reason is treated as a conduct matter under our Trust & Safety policy.

4. Disputed bookings

If a booking doesn't go as agreed (e.g. the Artist doesn't show, or the Organizer disputes what was delivered), either party can raise a dispute instead of relying on the cancellation tiers above. Crackerjack reviews the evidence submitted by both sides and resolves it one of three ways:

• Refunded — the funds we are still holding are returned to the Organizer.
• Denied — the dispute is resolved with no refund; the held funds proceed to the Artist as scheduled.
• Withheld — the held amount is frozen pending further review, rather than being automatically released to the Artist or refunded to the Organizer.

Crackerjack's dispute decision is final on the Platform. It does not limit either party's other legal rights.

5. Crackerjack's commission

Crackerjack takes a commission only on amounts actually released to an Artist — never on refunded amounts, and never upfront. If a booking is fully refunded, no commission is charged on it at all.

6. How a refund is paid

Refunds are returned to the Organizer via the same payment method and processor used to pay for the booking, and follow that processor's standard settlement timeline (typically 5–10 business days) once approved. Crackerjack does not charge a separate refund-processing fee.

6A. Event tickets

Tickets for events listed on Crackerjack follow the same notice tiers as a booking, measured from the event's start time.

• If the host cancels the event: every paid ticket is refunded in full, automatically, and every ticket holder is notified.
• If you cancel your own ticket from My tickets: 48 hours or more before the event is a full refund, 24–48 hours is 50%, and inside 24 hours nothing is refunded. The exact amount is shown before you confirm.
• Crackerjack does not add a booking or convenience fee to a ticket. The price shown at checkout is the total you pay.
• Ticket refunds are paid back to the method you paid with, on the timeline in Section 6.

7. Requesting a refund outside these tiers

Cancellations and disputes raised through the Platform are handled automatically per Sections 2–4. For anything else — a payment issue, a booking made in error, or a situation this policy doesn't clearly cover — contact us and we'll review it manually.

8. Changes to this policy

We may update this Refund Policy from time to time. Changes apply to bookings confirmed after the update; a booking already paid for is governed by the policy in effect when it was confirmed.

9. Contact

Questions about a specific refund or this policy can be sent to admin@crackerjackj.live or +91-8757850115.