Refunds
What happens when something is not right.
Last updated 2 October 2026.
Our guarantee
Don’t love it? One free redo. Still no? Your money back. Just reply to your receipt. Or write to hello@cracked.app. We redo the ad you don’t love, free, once. If the redo still isn’t right, we refund what you paid for it in full. This covers the full ad, the 3 more, and the songs you say yes to on a private page we made for your brand.
The free preview
It is free, so there is nothing to refund, and it never becomes a charge.
The 3 more
They are charged only when all 3 have arrived. If they have not all arrived within 3 days of your tap, they are free and nothing is charged.
Pick 3 reviews to sing
They are charged only when all 3 have arrived. If they have not all arrived within 3 days of your yes, they are free and nothing is charged.
3 more, pay only for the ones you keep
They are free to run. Any you’ve turned off by the day we check costs nothing. One still running is covered by the guarantee like any ad you paid for.
If an ad looks wrong
If your product looks wrong in any ad (the label, a color, the shape), tell us and we fix it free. That does not use up your redo.
After a refund
Once refunded, the ad’s files leave your song page or order page and your licence to use them ends, so take down any you have posted or are running. If a platform ever blocks or mutes one of your ads over its song, we make you a replacement free, and if we can’t, we refund that ad in full. If we cannot make your ads, we refund the full price.
Your reserve
The reserve you put down on cracked.app for your AI influencer, or for Gerard holding your product, buys a first video, made by our team and sent to the email you paid with within 3 days. Nothing else is charged unless you pick a monthly plan. Until you do, it is refundable in full: one tap on your reserve page (the page Stripe sends you back to after paying) and it goes back to your card, no questions, in 5 to 10 days. Once you pick a plan, it counts toward your first month. The video is yours to post; if you take the refund, take it down.
Monthly plan
How to end it is written into the plan you agree to by email before it starts.
Reel Engine
Reel Engine is a download, paid once. If it won’t run on your Mac, email hello@cracked.app with your order page or Stripe receipt. We help you set it up or refund the full payment through Stripe to the card you paid with. Once refunded, your order page’s download closes. A refund usually appears in 5 to 10 days, depending on your bank.
Videos
If a video fails to make, or the safety check refuses the photo, try again at no charge. If it comes out wrong, tap “Didn’t work?” under it within 72 hours and your payment covers another try, free. This works up to two times in any 30 days. You keep the clip, so sending it back gets you a free try, not money. Would you rather have the money? A video you paid for and have not made, including one that failed or was refused, can be refunded in full with one tap on its page or in My videos, no questions. The refund reaches your card in 5 to 10 days.
Anything else
Email hello@cracked.app. We look at every other request one by one. Refunds go back to the card you paid with, through Stripe.