At Runna we manage all of our refunds via the Apple Store & Google Playstore, on web via Paddle, or through Strava!
A common reason for refund requests is duplicate charges, which may occur if subscriptions are active on multiple accounts or platforms such as Apple or Paddle. Below, we talk through the process of issuing a refund.
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.
How Long Does a Refund Take to Process?
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.
Why Am I Seeing Multiple Charges?
Duplicate charges can result from multiple active subscriptions, often due to creating accounts with different email addresses or subscribing across different platforms. It's important to identify and resolve such issues early to ensure seamless refunds.
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 the 48-hour Period
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.
For refund issues outside 48 hours related to duplicate charges, it is recommended to follow the platform's refund policies or reach out directly to their support teams.
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!
What if I signed up through the Strava x Runna bundle?
If you signed up to Runna through the Strava x Runna joint subscription, we are unfortunately unable to issue a refund as your subscription is handled by Strava. Please note that these refunds will follow Strava's refund policy.
To request a refund, you’ll need to get in touch with Strava Support directly - they’ll be able to assist you with any billing concerns related to the bundle.
Please submit requests to Strava by following these instructions: Strava Support
It's Been Less Than 48 Hours and I Can't 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.
Duplicate Charges
Causes of Duplicate Charges
Duplicate charges can occur due to:
Subscribing through Apple and Runna's platform (Paddle) simultaneously.
Multiple accounts being created with different email addresses (e.g., using Apple’s "Hide My Email" feature).
Subscriptions being auto-renewed across bundles (e.g., Strava x Runna) while separate subscriptions are still active.
Diagnosing the Issue
If you suspect duplicate charges:
Check if you have subscriptions on both Apple and Paddle. Review billing statements or receipts for charges labeled as "paddle.net*runna" or from Apple.
For Apple subscriptions, navigate to Settings > [Your Name] > Subscriptions.
For Paddle, visit Paddle Customer Portal.
Confirm if you have multiple accounts possibly created with different email addresses (including private relay emails).
For Apple’s private relay emails, go to Settings > [Your Name] > iCloud > Hide My Email.
Investigate overlaps between ongoing trial periods and new subscriptions.
Preventing Duplicate Charges
To avoid being charged twice:
Cancel all trials or subscriptions not intended to renew before subscribing through another account or bundle.
On Apple, navigate to Settings > [Your Name] > Subscriptions > Select the subscription > Cancel.
Consolidate subscriptions under one account and ensure no overlapping subscriptions exist.
Contact Runna support if unsure which account to retain.
Recommended Steps for Account Review
Follow these best practices:
Ensure the active subscription profile reflects correct and up-to-date details.
Check all receipts and payment histories for discrepancies and timestamps.
If necessary, liaise with support teams respective to Apple, Paddle, or Strava. By following the steps outlined, duplicate charges can be resolved efficiently, and refunds processed promptly.