Trust & Safety

Crackerjack connects Artists and Organizers who often haven't worked together before. This page explains the standards we hold everyone to, how we verify profiles, how money is held and released, and what happens when a booking doesn't go as planned. It works alongside our Terms of Service, which remain the binding legal agreement, and our Refund Policy, which governs money moving back to an Organizer.

1. Community standards

All Artists and Organizers on Crackerjack agree to:

• Represent themselves accurately — real portfolio, real experience, real availability.
• Communicate and negotiate in good faith through the Platform.
• Honor confirmed bookings, and cancel only as set out in our Refund Policy, which applies the same notice tiers to every booking.
• Treat every counterparty — Artist, Organizer, or crew — with respect. Harassment, discrimination, or threats of any kind are not tolerated.
• Never solicit payment for a Crackerjack-sourced booking outside the Platform to avoid commission — this breaks the payment protections that keep both sides safe.

2. Identity verification

Artists and Organizers may complete profile verification — an identity check, past event references, or agency accreditation for managers. Verified profiles display a badge, which tells you that we checked the person is who they say they are. It is a trust signal about identity only: it is not a rating of someone's work, and it does not make Crackerjack a guarantor of any user's performance or conduct.

You can see whether a profile is verified before you send a booking request, on the profile itself. If a badge appears on a profile that you believe is impersonating someone, report it using the channels in section 6 — we treat impersonation as a safety issue, not a content dispute.

Pending product-owner review — The exact document set accepted for identity verification, how long verification lasts before it must be renewed, and whether verification is mandatory for Artists above a given booking value are not yet fixed. Treat the description above as the current intent rather than a committed standard.

3. How we hold booking money

Funds for a confirmed booking are collected through our payment processor and held by Crackerjack in an account we control — not by an independent third-party escrow agent, and we do not describe this as escrow. Release requires both sides: the Artist marks the set complete and the Organizer confirms it happened. The money is then released to the Artist's Crackerjack balance automatically, in full, less commission — 12 hours after the scheduled end of the set, or 5 minutes after it for an Artist on Crackerjack Pro. Confirming early does not skip that wait. Nothing needs to be requested, and the Artist is notified when it goes.

This protects Organizers from paying for a no-show, and protects Artists from chasing an invoice after the show. Neither side can release the money alone.

Crackerjack deducts its commission from the held amount at payout. Card details are handled by the payment partner and are never stored on our servers.

Pending product-owner review — Release to your balance is settled, as described above. What is not yet fixed is the settlement window for the bank transfer that follows it, and the treatment of currency conversion and payment processing fees. Released to your balance and arrived in a bank account are two different steps, and we do not publish a figure for the second one.

4. Cancellations

Every booking follows the same cancellation schedule, set out in our Refund Policy and shown with the exact figure before anyone confirms a cancellation. If the Organizer cancels: 48 hours or more before the event is a full refund, 24–48 hours is 50%, and inside 24 hours nothing is refunded. If the Artist cancels, the Organizer is refunded in full whatever the notice, and the Artist must give a reason.

If an Organizer cancels late, the Artist may be entitled to a partial or full payout of the held funds. If an Artist cancels late without a valid reason, repeated instances may result in account restrictions. Amounts returned to an Organizer follow our Refund Policy.

5. Disputes

If a booking doesn't go as agreed, here's the process:

1. Direct resolution — we ask both parties to first attempt to resolve the issue via the in-Platform messaging thread for that booking.
2. Escalation — if unresolved within 5 business days, either party can escalate to Crackerjack support with evidence (messages, contract terms, event details).
3. Review — our team reviews the booking contract and evidence and makes a determination on any disputed funds, typically within 10 business days.
4. Outcome — funds are released, refunded, or split according to that determination. This process does not limit either party's legal rights.

Disputed funds stay held while a review is open. Neither side can withdraw them, and the review does not begin until both parties have had the chance to submit evidence.

6. Reporting a safety problem

If you encounter unsafe, fraudulent, or abusive behavior, report it immediately to admin@crackerjackj.live or +91-8757850115. Reports are reviewed confidentially, and we may suspend an account while an investigation is ongoing.

You do not need to be the person who was harmed to file a report, and you do not need to have a booking with the person you are reporting. If you believe someone is in immediate physical danger, contact your local emergency services first — Crackerjack is not an emergency service and cannot dispatch help.

Pending product-owner review — Target response times for a safety report, the criteria that trigger an immediate precautionary suspension, and whether a reporter is notified of the outcome are not yet fixed.

7. Privacy & your controls

What we collect, why, and how long we keep it is set out in full in our Privacy Policy. In summary, the controls you have over your own data are:

• Profile visibility — an Artist profile is public only when you set it to public. A private profile is not indexed and does not appear in search.
• Location — you choose the location precision shown on your profile. See the location section of the Privacy Policy.
• Contact details — phone numbers and email addresses are not shown to a counterparty; messaging runs through the Platform thread for the booking.
• Cookies — analytics and marketing cookies are opt-in, and you can change your choice at any time from the Cookie Preferences link in the footer.
• Access and deletion — you can request a copy of your data, or delete your account, from your account settings.

Deleting an account does not erase records we are required to retain — booking contracts and payment records tied to a completed transaction, for example. Those are covered in the retention section of the Privacy Policy.

8. Content rights

You keep ownership of everything you upload — photos, video, audio, press material and copy on your profile. We do not use it for anything beyond running the Platform. It is not used in advertising, it is not licensed to anyone else, it is not used to train anything, and it is not pushed to or pulled from Instagram or any other service. We host it so that Organizers can see your work. That is all we do with it.

Your content stays on the Platform until you remove it. You can delete any post or video yourself at any time, and if something has to come out of our storage entirely, ask us and we will delete it from where it is stored — not just hide it from the app.

Deleting your account deletes your content with it, automatically: profile, posts, video and uploaded media are removed rather than retained. The only exceptions are the records we are legally required to keep, which are set out in the retention section of our Privacy Policy — booking contracts and payment records tied to a completed transaction. Those contain no uploaded media.

Only upload material you have the right to use. Uploading someone else's recording, photography, or artwork without permission is grounds for removal and, on repetition, for account termination. If you believe content on Crackerjack infringes your rights, send a notice to admin@crackerjackj.live identifying the material and your basis for the claim, and we will review it.

9. Enforcement

Violations of these standards can result in a warning, temporary suspension, or permanent removal from the Platform, at Crackerjack's discretion, depending on severity and history.

10. Support & escalation

Use whichever of these fits the problem you have:

1. Self-serve — start at the Help Center for how bookings, held funds and payouts work.
2. The booking thread — for anything specific to one booking, message the other party in that booking's thread. It keeps the record in one place, which is what a dispute review reads from.
3. Support — email admin@crackerjackj.live for account, payment or verification problems.
4. Urgent safety — call +91-8757850115 for anything involving someone's safety, or a live event going wrong right now.

If you have gone through support and are not satisfied with the outcome, reply to the same thread asking for the decision to be escalated for a second review, and state what you think was missed.

Grievance Officer. If that still does not resolve it, you can escalate to our Grievance Officer, NIKHIL GUPTA, at admin@crackerjackj.live or +91-8757850115. This is the route required by the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021: grievances are acknowledged within 24 hours and resolved within 15 days. It covers content removals, account suspensions and strikes, and any decision you believe was made wrongly — including one made by automated screening.

Pending product-owner review — Support operating hours, the timezone they run in, and a target first-response time are not yet fixed. Until they are, do not assume the urgent-safety line is staffed around the clock.

11. Changes to this policy

We may update these standards as the Platform and community grow. Material changes will be reflected in the "Last updated" date above.