At Runna we manage all of our refunds via the Apple Store & Google Playstore, or on web via Paddle!
It's important to note that requesting a refund via Paddle, the Google Play Store & App Store must be carried out within 48 hours of subscribing. Whilst most refunds are granted within this timeframe, not all refund requests are approved by Paddle, Apple & Google.
Regardless of whether you're a Monthly or Annual subscriber, you'll have the option to cancel your membership and have the money returned to your bank account if this falls within the 48 hour window. From experience, we've seen this take between 3-5 working days to process, but it can sometimes be instant! Whilst most Paddle/Apple/Google are normally quite good at refunding our Customers, we can't promise that they'll be able to return the money back to your account.
How to request a refund through Apple
Sign in to reportaproblem.apple.com.
Tap or click "I'd like to", then choose "Request a refund".
Choose the reason why you want a refund, then choose Next.
Choose the app, subscription or other item, then choose Submit. If you've been charged for a subscription that you no longer want, you can also cancel the subscription.
How to request a refund through Google Play
Go to play.google.com.
At the top right, click your profile icon.
Select Payments and subscriptions > Budget and order history.
Find the order that you want to return.
Select Request a refund or Report a problem.
Choose the option that describes your situation.
Complete the form and note that you'd like a refund.
You'll get a message that says 'Thank you for sharing your concerns'. You'll also receive an email with a refund decision.
How to request a refund through Paddle (web)
Head to https://paddle.net/
Tap or click Look up my Purchase
Enter the email address used to create your Runna account
Paddle will locate your purchase and send you a verification email
Verify your email and then share your reason for refund request
The Paddle team will then advise your eligibility for a refund and next steps
Requesting a refund outside of 48 hours
We've seen our customers have mixed experiences with this, but it's always worth trying! We manage all of our payment processes via the App & Google Playstore, hence why all refunds need to be processed via them directly.
What happens If I'm on an Annual Plan?
If you're on an Annual Plan, you'll still be able to cancel this within the 48 hour window. Unfortunately we don't have the ability to do pro-rated refunds! Please get in touch with our support team if you need help figuring out how to manage your Annual Subscription whilst carrying an injury or becoming pregnant!
It's been less than 48 hours and I can click 'refund'
Please don't worry! When you make a payment you normally have what's called a 'processing' time. This is the time it takes for the money to come out of your bank account and settle. This can sometimes take several hours to complete. Please be patient, you'll soon be able to select 'refund' and proceed with having the money returned to your account.