Introduction
This article outlines common questions regarding our refund policies. Please also review the refunds section in our Terms of Use.
When can I request a refund?
In our discretion, we may provide a refund upon request under the following circumstances:
- You purchased or renewed your subscription within the last 30 days, and since the time of initial purchase or renewal, your subscription to the Services is unused, or close to unused (as determined by Runway in its discretion). The plan will be terminated as soon as the refund is initiated.
- You made a purchase of credits within the past 30 days, and the credits have not yet been used.
- You signed up for a different plan than what you intended, such as choosing annual instead of monthly, in which case you can switch to the correct plan and receive a refund for the difference.
For more information on how to convert your plan, please follow these instructions.
How can I request a refund?
You can initiate a refund request by using the help icon in the top-right corner of your Dashboard or generative session:
From here, our AI Assistant will determine if you're eligible for an automatic refund, or escalate your request to support for further review.
Alternatively, you can reply to any billing receipt and your response will be automatically routed to an agent for handling. Please submit a support request here.
What if I purchased through Apple?
Apple maintains its own payments ecosystem that our web payment processor does not have access to, so we are unable to manually initiate a refund for you and do not have control over authorization of one.
To request a refund for a purchase made in our iOS app, you'll instead need to follow this quick tutorial from Apple.
What else should I know about refunds?
Service fees
While we presently don't charge any service fees on our end, any service fees charged by a payment provider, your banking provider, or any other third party are not controlled by us; thus, we are not able to choose whether these are refunded.
Account suspensions
If your suspension appeal is denied, your plan will be canceled and you will not receive a refund. You will no longer be able to access your account or assets. For more information, please review our Usage Policy.
Credit refunds
For more information on credit refunds, please see Can I have credits refunded?