Manage Runna

How to cancel runna and get a refund in new zealand

What is runna and should you cancel

Overview of runna

Runna is a running training app built by The Run Buddy Ltd, a UK-based company that helps runners build fitness with guided training plans, race-specific workouts, and device integrations. You access Runna on iOS, Android, or the web, and choose between a free plan or paid Premium subscription for full access to structured coaching.

The app tracks your VO2 max, syncs with Garmin and Strava, and customises workouts based on your race goals. If you've subscribed to Runna in New Zealand, you're paying in NZD and billed through Apple App Store, Google Play, or Paddle (for web purchases). Support comes from Runna's UK team via email, and all subscription management happens through the platform where you originally subscribed.

Why runners cancel runna

You might cancel Runna because you've completed your training plan, prefer a different app, want to save money, or find the features don't suit your running style. Whatever your reason, Stopee is here to help you navigate the cancellation process smoothly and without unexpected charges.

Runna pricing in new zealand

Current subscription plans and costs

Runna offers two paid tiers in New Zealand, both with a 7-day free trial. You need to cancel before the trial ends (at least 24 hours beforehand) or you'll be charged automatically.

How pricing affects your cancellation

If you're on the monthly plan, cancelling stops future charges after your current month ends. Annual plan holders pay the full year upfront, so cancellation doesn't reduce what you've already paid, but it prevents auto-renewal next year. Stopee recommends checking your billing date in the app or on your payment receipt so you know exactly when charges renew.

Consumer rights and refund policies in new zealand

Your rights under the consumer guarantees act

New Zealand's Consumer Guarantees Act 1993 protects your purchase even though Runna is a digital service. You have the right to cancel within a reasonable time if the service doesn't work as promised, though Runna's own refund window is much tighter than legal protection allows.

Runna's standard refund policy allows you to request a refund within 48 hours of subscribing, regardless of whether you use the app. If you subscribe via Apple, Google Play, or Paddle (the web processor), the 48-hour clock starts when your payment processes. After 48 hours, Runna does not offer refunds unless the service is unavailable due to a fault on their side.

Refund eligibility and exceptions

Warning: Once the 48-hour window closes, Runna does not offer pro-rata refunds for unused time, even if you cancel immediately. This applies to both monthly and annual plans.

The only exception is if Runna terminates your subscription for reasons other than a breach of their Terms; in that case, they may offer a pro-rated refund at their discretion. For subscriptions purchased through Apple, Google Play, or Paddle, you may need to request the refund through that platform's support rather than Runna directly.

How to cancel runna on iOS (Apple app store)

Step-by-step cancellation for apple users

Cancelling Runna on your iPhone or iPad is straightforward, but you must use Apple's Settings app, not the Runna app itself. Deleting Runna won't cancel your subscription.

1. Open the Settings app on your Apple device.
   • Look for the grey gear icon on your home screen.
2. Tap your name at the top of Settings.
   • This opens your Apple ID menu.
3. Select Subscriptions.
   • You'll see all active and expired subscriptions linked to your Apple ID.
4. Find Runna in the list and tap it.
   • The Runna subscription card shows your next billing date.
5. Tap Cancel Subscription or Delete.
   • Apple asks you to confirm; select Confirm.
6. Check that cancellation is complete.
   • You should see "Expired" or "Cancelled" next to Runna in your Subscriptions list.

Pro tip: Cancel at least 24 hours before your renewal date. If Apple has already renewed your subscription, you'll still have access until the end of the current billing period, and auto-renewal won't happen again after cancellation.

Warning: Turning off auto-renewal does not cancel your current subscription; it only stops future charges. You must tap Cancel Subscription to stop payments immediately if you want a refund within 48 hours.

How to cancel runna on android (Google play)

Step-by-step cancellation for android users

Android users cancel through the Google Play app or website. Like Apple, deleting the Runna app does not cancel your subscription.

1. Open the Google Play Store app on your Android device.
   • Tap the profile icon in the top right corner.
2. Select Subscriptions.
   • This shows all your active subscriptions.
3. Tap Runna.
   • Your subscription details and next billing date appear.
4. Tap Cancel subscription.
   • Google Play asks you to confirm your reason for cancelling (optional).
5. Confirm the cancellation.
   • You'll see a confirmation message and a cancellation date.
6. Verify cancellation by returning to Subscriptions.
   • Runna should no longer appear in your active list, or show as "Cancelled".

Pro tip: If you want an immediate refund within 48 hours, submit a refund request through Google Play at the same time. Google Play processes refunds faster if you act within the window.

How to cancel runna on the web (Paddle)

Step-by-step cancellation for web subscribers

If you subscribed to Runna via the website (using Paddle as the payment processor), you cancel through your Paddle customer portal, not within the Runna app.

1. Visit the Paddle customer portal by logging in at paddle.com or via Runna's website link.
   • Use the email address linked to your Runna account.
2. Enter your email address and click Continue.
   • Paddle sends a login link to your inbox.
3. Check your email and click the Paddle login link.
   • This takes you directly to your subscriptions without needing a password.
4. Find Runna in your active subscriptions.
   • You'll see your subscription status, next billing date, and payment method.
5. Click Cancel subscription or the menu icon next to Runna.
   • Paddle shows a confirmation prompt.
6. Confirm your cancellation.
   • Paddle notifies you by email; keep this confirmation for your records.

Warning: Do not just log out of the Runna app or delete your Runna account. Neither action cancels your Paddle subscription. You must use the Paddle portal to formally cancel.

Pro tip: If you don't remember your email or can't access it, contact Runna support at their UK email address with your subscription details, and they can help you locate your Paddle account.

What happens after you cancel runna

Access and features after cancellation

Cancelling Runna stops future charges, but you don't lose access to your Premium features immediately. After you cancel, you retain full Premium access until the end of your current paid period (the day before your next renewal date would have occurred).

This means if you cancel mid-month on a monthly plan, you'll use Premium features until the end of that month. If you cancel mid-year on an annual plan, you'll have Premium access until the anniversary of your subscription start date. On the first day after your paid period expires, Runna downgrades you to the free plan automatically.

Your account data and re-subscribing

Your Runna account, training history, progress, and workout data remain in your account after cancellation. You don't need to delete your account to stop being billed; cancellation and account deletion are separate actions. If you want to re-subscribe later, your data is still there.

However, if you delete your Runna account, you lose all your training data permanently. Account deletion does not automatically cancel your subscription, so if you want to delete your account and stop payments, cancel first via Apple, Google Play, or Paddle, then delete the account separately.

How to request a refund from runna

Refund eligibility and the 48-hour window

You can request a refund within 48 hours of your subscription purchase, regardless of how much you've used the app. Runna's refund policy is clear: if you're within 48 hours, submit a request and your refund is likely to be approved.

To request a refund, contact Runna support with your subscription email and transaction date. For app store subscriptions (Apple or Google), Stopee recommends contacting the app store platform directly as well, since they process the actual refund. Paddle subscriptions can be refunded by Runna or by Paddle customer support.

Refunds after 48 hours and escalation options

After 48 hours, Runna does not offer refunds for unused time or unused access. This is final; there is no grace period or exception for annual plans.

If Runna's support team refuses a refund within the 48-hour window, you can escalate to your payment provider (Apple, Google Play, or Paddle) or to the Commerce Commission New Zealand if you believe the service was not provided as advertised. Your Consumer Guarantees Act rights allow you to pursue a refund if the service is faulty or misleading, though this requires proof.

Pro tip: Save your subscription confirmation email and screenshots of your first charge. These documents prove your purchase date and are essential if you need to dispute a refund denial.

Common mistakes when cancelling runna

How to avoid cancellation traps

We understand cancellation can feel frustrating when you're paying for something you no longer want. The mistakes below are easy to make, but Stopee is here to help you avoid every trap.

Mistake 1: Deleting the app instead of cancelling the subscription. Many runners delete the Runna app thinking it cancels their subscription. It doesn't. You'll still be charged when your renewal date arrives. Always cancel through Apple Settings, Google Play, or the Paddle portal first.

Mistake 2: Missing the 48-hour refund window. Once 48 hours pass, you cannot get a refund, even if you cancel immediately after. Mark your calendar the moment you subscribe if you might want to return it.

Mistake 3: Cancelling too close to renewal. If your renewal date is tomorrow and you cancel today, Apple or Google may have already processed the charge. Cancelling stops the next renewal, but doesn't refund a charge that's already posted. Cancel at least 24 hours before renewal to be safe.

Mistake 4: Assuming free trial cancellation is automatic. Runna's 7-day trial requires manual cancellation. If you don't cancel within 7 days, you'll be charged for a month or year. Set a reminder for day 6 of your trial.

Mistake 5: Not checking which platform you subscribed through. If you subscribed on iOS, cancelling on Android won't work. You must cancel through the same platform you used to subscribe. Stopee recommends checking your subscription confirmation email to confirm which one it was.

Cancellation checklist for runna

Step-by-step verification before and after

Use this checklist to confirm your cancellation is complete and that you won't be charged unexpectedly.

Should you keep or cancel runna

Reasons to keep your runna subscription

Keep Runna if you are actively training for a race, value personalised coaching through AI-generated plans, want to track VO2 max improvements, or integrate workouts with Garmin or Strava. Runna excels at structure and holds you accountable. If you're a runner who thrives on guided plans and doesn't like building your own workouts, the subscription pays for itself in motivation alone.

Reasons to cancel runna

Cancel Runna if you've finished your race training cycle, prefer free alternatives like Strava or Nike Run Club, want to save NZ$24.99 monthly (or NZ$199.99 yearly), feel the app is too prescriptive, or prefer coaching from a real human. You're not a bad runner for cancelling; sometimes the app simply isn't the right fit for your goals or budget. Stopee is here to support whichever choice you make.

Contacting runna support and your consumer rights escalation path

How to reach runna and what to include in your request

Runna support operates from their UK headquarters via email. You don't have a New Zealand postal address or phone number for Runna. When you contact them, provide your subscription email, the date you subscribed, your current subscription status, and a clear description of your issue (cancellation, refund request, access problem, etc.).

Response times typically range from 24 to 48 hours. Stopee recommends keeping copies of your emails and any responses for your records, especially if you're requesting a refund or disputing a charge.

Escalation to app stores and consumer authorities

If Runna support doesn't respond or refuses your refund request within the 48-hour window, escalate to your payment platform:

• Apple App Store: Log into your Apple ID, find the Runna transaction, tap "Report a Problem," and request a refund. Apple reviews refund disputes within 7 days.
• Google Play: Open Google Play, tap your profile, then tap "Manage My Google Play," find the Runna charge, and request a refund. Google reviews these within 3 to 5 business days.
• Paddle: Contact Paddle support directly through their customer portal with your subscription ID and refund reason.

If you've exhausted these avenues and Runna or the payment platform continues to refuse a legitimate refund, contact the Commerce Commission New Zealand (comcom.govt.nz) or file a dispute with your bank. Your bank can reverse a charge if you provide evidence that the service was faulty, misleading, or that you cancelled within the allowed window.

Stopee has helped thousands of consumers cancel subscriptions, recover refunds, and hold companies accountable. You have rights in New Zealand, and Stopee's guides are designed to empower you to exercise them confidently.

Final summary and next steps

What you've learned about cancelling runna

Runna is a solid running app with great features, but it's not right for everyone. Cancellation is free and straightforward if you follow the correct platform-specific steps. The key is to cancel through Apple Settings, Google Play, or Paddle, not by deleting the app. You keep Premium access until the end of your paid period, and you can request a refund within 48 hours of subscribing.

Remember: New Zealand's Consumer Guarantees Act protects you, Runna's 48-hour refund window is final, and deleting the app does not cancel your subscription. If Runna refuses to cancel or refund you after you've followed these steps, escalate to the app store or Commerce Commission.

You're in control of your subscription, and Stopee empowers you to make that cancellation count. Whether you cancel today or keep training, you now have the knowledge to manage your Runna subscription with confidence. If you have questions about your cancellation, Stopee's guides are always here to support you.