At Runna, refunds are handled directly through the platform where the subscription was purchased:
Apple App Store
Google Play Store
Web (via Paddle)
Strava
Regardless of whether a customer is on a Monthly or Annual plan, they can cancel their membership and request a refund within 48 hours of subscribing. If the request falls within this timeframe, refunds are typically granted, but it’s important to note that approval is at the discretion of Apple, Google, and Paddle and not all refund requests will necessarily be accepted.
Requesting a refund via Paddle, the Google Play Store or the App Store must be carried out within 48 hours of subscribing. Although most refunds will be granted if they are within this timeframe, it's important to note that not all refund requests will be approved by Paddle, Apple & Google.
How to request a refund
Apple
Sign in to reportaproblem.apple.com.
Tap or click “I’d like to”, then select “Request a refund”
Choose the reason for your refund request, then select Next
Select the app, subscription, or item you’d like refunded, then choose Submit.
If you’ve been charged for a subscription you no longer want, you can also cancel the subscription to prevent future charges.
Google Play
Go to play.google.com.
In the top right, click your profile icon
Select Payments & subscriptions → Budget & order history
Find the order you’d like to refund
Select Request a refund or Report a problem
Choose the option that best describes your situation
Complete the form and mention that you’d like a refund
After submitting, you’ll see a message confirming your request, and you’ll also receive an email from Google with their refund decision.
Paddle (web)
Head to https://paddle.net/
Select Look up my purchase
Enter the email address used to subscribe (this is usually the email linked to your Runna account)
Paddle will locate your purchase and send you a verification email
Verify your email and submit your reason for requesting a refund
Paddle will then review your request and confirm whether you’re eligible for a refund, along with the next steps.
Common Refund FAQs
How Long Does a Refund Take to Process?
Refund processing times can vary depending on the platform your subscription was purchased through. In most cases, refunds take around 3–5 working days to appear back in your account - although in some instances, they may be processed instantly.
Apple, Google Play and Paddle are generally very reliable with refunds. However, because refunds are handled directly by these platforms, we’re not able to guarantee that every request will be approved or how quickly the funds will be returned.
Can I request a refund outside of the 48-hour period?
Because Runna subscriptions are processed through the Apple App Store, Google Play, Paddle (web), or Strava, refund decisions are ultimately managed by those platforms. If your request is made outside of the 48-hour window, you’ll need to follow the platform’s refund policy or contact their support team directly.
We’ve seen mixed experiences when refund requests fall outside this timeframe, but it’s still worth trying - especially in cases of duplicate charges. If you believe you’ve been charged more than once, we strongly recommend contacting the platform(s) as soon as possible and explaining the situation clearly.
It's been less than 48 hours and I can't click 'Refund'
Please don't worry! When you make a purchase, the payment often needs time to fully process and settle. This is the period where the money is being authorised and confirmed by your bank or the payment platform. While it often happens quickly, it can sometimes take a few hours to complete.
Once the payment has finished processing, you should be able to select “Refund” and continue with your refund request. If it’s still not available after several hours, please reach out to our Support Team and we’ll be happy to help!
What happens if I'm on an Annual Plan?
If you’re on an Annual Plan, you can still cancel and request a refund within 48 hours of subscribing. Unfortunately, we’re not able to offer pro-rated refunds once the 48-hour period has passed.
If you need help managing your Annual Subscription due to an injury or pregnancy, please reach out to our in-app Support Team - we’ll do our best to help you!
What if I signed up through the Strava x Runna bundle?
Unfortunately, your subscription and payments are managed by Strava so we're unable to issue refunds directly. Any refund request will need to follow Strava’s refund policy and must be submitted through Strava Support.
To request a refund or raise a billing concern, please contact Strava Support directly.
Duplicate Charges
Why am I seeing multiple charges?
The most common reason customers see multiple charges is duplicate subscriptions. This can happen if you have more than one active subscription across different accounts or purchase platforms, such as Apple, Google Play, Paddle (web), or Strava.
Duplicate charges are usually caused by one of the following:
You’ve created multiple Runna accounts using different email addresses (e.g., using Apple’s "Hide My Email" feature).
You’ve subscribed on more than one platform (e.g., Apple and the web)
You’ve signed up again without realising you already had an active subscription
Subscriptions being auto-renewed across bundles (e.g., Strava x Runna) while separate subscriptions are still activ
If you think you’re being charged more than once, it’s important to check and resolve this as soon as possible so we can help identify the extra subscription and guide you through the correct refund process!
Diagnosing the Issue
1) Check where you’re subscribed
Look at your receipts or bank statements for charges such as:
Apple
Google Play
Paddle (often shows as“paddle.net*runna”)
Strava
2) Check your Apple subscription
On your iPhone: Settings → [Your Name] → Subscriptions
3) Check your Paddle subscription (Web)
Visit the Paddle Customer Portal and look up your purchase using the email address used to subscribe.
4) Check for multiple accounts
Duplicate charges can happen if you’ve created multiple Runna accounts using:
Different email addresses
Apple “Hide My Email” / Private Relay emails
To check Private Relay emails: Settings → [Your Name] → iCloud → Hide My Email
5) Check for overlap between trials and new subscriptions
Sometimes a new subscription is started while an older trial or subscription is still active, creating an overlap.
Preventing Duplicate Charges
To avoid being charged twice, we recommend:
Cancel any trials or subscriptions you don’t want to renew before subscribing through another account or platform. If you’re unsure which subscription or account to keep, please contact us via the in-app Support Tab before subscribing again.
Avoid subscribing through multiple platforms at the same time (e.g., Apple + Web)
Recommended Steps for Account Review
To keep everything consistent and avoid future billing issues:
Confirm your active subscription is linked to your correct Runna profile
Check receipts and payment history for discrepancies (especially timestamps and purchase platforms)
If needed, contact the relevant platform support team:
Apple
Google Play
Paddle
Strava (for bundle purchases)
Following the steps above helps resolve duplicate charges quickly and ensures refund requests (where eligible) can be processed smoothly.