Manage Runtastic

How to cancel your runtastic subscription and avoid common pitfalls in new zealand

What runtastic is and why new zealanders use it

Runtastic (officially branded as adidas Running) is a fitness tracking app that logs your runs, walks and workouts using GPS technology. It delivers real-time statistics, voice guidance and integration with devices like the Apple Watch - making it popular with runners and fitness enthusiasts across New Zealand.

The app works on both iOS and Android, and you can subscribe through the app itself, the Apple App Store, Google Play, or directly via the Runtastic website. The free tier gives you basic tracking, but Premium unlocks advanced training plans, detailed performance metrics and personalised coaching features.

Where you can manage your runtastic account

You can access Runtastic on your smartphone (iOS or Android), tablet, or through the web platform at Runtastic's official website. The subscription you purchase determines where you manage cancellation - and this is crucial, because cancelling in the wrong place is the most common mistake New Zealand users make.

Pricing at a glance

Your consumer rights under new zealand law

As a New Zealand consumer, you have protections that apply even when dealing with overseas companies like Runtastic (which is based in Austria). Understanding your rights is your strongest tool when cancelling.

The consumer guarantees act and what it means for you

Under New Zealand's Consumer Guarantees Act 1993, digital services (including fitness app subscriptions) must be of acceptable quality, fit for purpose, and match what the company promised you. If Runtastic fails to deliver these guarantees - for example, if the app consistently crashes or features don't work as advertised - you may be entitled to a refund, even if the company's standard terms say refunds are non-refundable.

If you believe Runtastic has breached these guarantees, you can lodge a complaint with the Commerce Commission or seek assistance through your local citizens advice bureau. Stopee recommends documenting any service failures (screenshots, error logs, dates) before you cancel, because this evidence strengthens your position if you need to escalate.

The 14-day withdrawal right for online purchases

Runtastic's terms reference a 14-day withdrawal period for consumers in the European Union and Austria. New Zealand law does not automatically grant this same period, but Stopee advises checking Runtastic's full terms and conditions - some companies extend this courtesy to all customers regardless of location. If you cancel within 14 days of purchase and have barely used the service, you may have a reasonable argument for a refund based on fairness and the Consumer Guarantees Act.

How to cancel your runtastic subscription step-by-step

The cancellation process depends entirely on where you bought your subscription. You must cancel in the same place you subscribed, or the request will not go through.

Cancel if you subscribed directly through runtastic's website

This is the simplest cancellation route and can be completed from any device with internet access.

1. Visit Runtastic.com or the adidas Running website and sign in with your email and password.
   • If you have forgotten your password, use the "Forgot password?" link to reset it before proceeding.
2. Navigate to your account settings. Look for a menu option labelled "Account", "Profile", "Settings" or "Subscription".
   • On mobile web, this is often hidden under a hamburger menu icon (three horizontal lines) at the top-left or top-right of the screen.
3. Find and select "Subscription" or "Billing" within account settings.
   • You should see your current Premium plan listed with the next renewal date.
4. Click the "Cancel subscription" button or link. Runtastic may ask you why you are cancelling - this feedback is optional.
   • Pro tip: Even if feedback is optional, briefly note any issues (too expensive, not using it, features missing). This data helps Stopee and consumer advocates understand where companies are failing.
5. Confirm your cancellation on the final screen and take a screenshot or note down any confirmation number shown.
   • Warning: Do not close the page until you see a final confirmation message. If you see "An error occurred", wait 30 seconds and try again.
6. Check your email for a cancellation confirmation from Runtastic within 24 hours.
   • If you don't receive one, log back into your account to verify that the subscription status shows "Cancelled" or "Active until [date]".

Cancel if you subscribed via the apple app store (iOS)

Apple controls subscriptions purchased through its App Store, so Runtastic cannot cancel your subscription for you. You must manage this directly in your Apple ID settings.

1. Open the Apple App Store app on your iPhone or iPad.
   • Alternatively, you can do this on a Mac by opening the App Store or through a web browser at appleid.apple.com.
2. Tap your profile picture or initials at the top-right of the screen to open your account menu.
   • If using a web browser, sign in to your Apple ID account and go to the "Subscriptions" section directly.
3. Tap "Subscriptions" from the menu.
   • You will see all active and recently expired subscriptions linked to your Apple ID.
4. Find "Runtastic" or "adidas Running" in the subscription list and tap it.
   • If you don't see it, scroll down - it may be under a "Recently Cancelled" section if you have already cancelled.
5. Tap "Cancel Subscription" or "Edit" (depending on your iOS version) and then confirm the cancellation.
   • Pro tip: Some versions of iOS show a "Manage" or "View" button instead. Tap that, then look for a red "Cancel Subscription" link at the bottom of the screen.
6. You will see a date that says "Expires on [date]" - this is your final access date. Tap "Confirm" to complete the cancellation.
   • Check your email for a receipt confirmation from Apple within a few minutes.

Cancel if you subscribed via google play (Android)

Like Apple, Google Play manages these subscriptions independently, so you manage cancellation through Google Play itself.

1. Open the Google Play Store app on your Android device.
   • Alternatively, visit play.google.com in a web browser and sign in with your Google account.
2. Tap your profile picture at the top-right and select "Manage your Google Account" or "Payments and subscriptions".
   • If you're using the web browser, look for a "Subscriptions" menu on the left side of the screen.
3. Navigate to the "Subscriptions" tab or section.
   • You will see all active subscriptions charged to your Google Play account.
4. Tap on "Runtastic" or "adidas Running" from the list.
   • If it is not visible, check under "Expired" or recently cancelled subscriptions.
5. Tap "Cancel subscription" or "Unsubscribe".
   • You may be shown a retention screen asking why you are cancelling or offering a discount. Ignore these unless you want to keep the subscription.
6. Confirm the cancellation by tapping "Yes, cancel subscription" or the equivalent button.
   • Google Play will send you an email confirmation to the address linked to your Google account.

What happens immediately after you cancel

Cancelling your Runtastic subscription triggers a series of changes that you should understand to avoid surprises.

Your access and billing after cancellation

When you cancel, your Premium features remain active until the end of your current billing cycle. If your next payment was due on 15 February, you keep full Premium access until 14 February at 11:59 PM, then your account automatically downgrades to the free tier on 15 February. You will not be charged again.

This is called "active until the end of period" cancellation, and Stopee strongly recommends cancelling several days before your renewal date if you want an immediate stop to charges. If you accidentally cancel mid-cycle, contact Runtastic's support team immediately to ask about pro-rata refunds - New Zealand consumer law may entitle you to one even if their terms don't mention it.

Your account data and settings

Cancelling your subscription does not delete your account. Your profile, activity history, saved routes and personal data remain in Runtastic's system. You can log in at any time and reactivate Premium by subscribing again.

If you plan to delete your entire account and erase all your data, you must do this separately through account settings. Stopee recommends exporting your activity data first (check Runtastic's app for an export or backup feature) if you want to keep records locally on your device or computer.

Refunds and when you might qualify for one

Runtastic's refund policy is restrictive, but New Zealand consumer law creates exceptions that the company cannot legally override.

What runtastic's standard policy says

Runtastic's terms state that payments are generally non-refundable. However, they note exceptions: if the service is discontinued, if there is a service failure, or in certain geographical jurisdictions where local law requires it. Stopee has reviewed their terms, and they do acknowledge the possibility of refunds in "exceptional circumstances".

When new zealand law may override their policy

Under the Consumer Guarantees Act, if Runtastic fails to provide a service of acceptable quality or fit for purpose, you have the right to a refund regardless of what their terms say. For example:

• The app crashes repeatedly and support cannot fix it within a reasonable timeframe.
• GPS tracking is consistently inaccurate, making the core feature unusable.
• Features advertised as included in Premium are missing or broken.
• You purchased the subscription under misleading advertising or false claims.

If any of these apply to you, write to Runtastic's support team and explicitly reference the Consumer Guarantees Act 1993. State what went wrong, when it started, and ask for a refund. Keep copies of all correspondence. If Runtastic refuses, you can escalate to the Commerce Commission or a dispute resolution service.

The 14-day withdrawal period and your options

Although New Zealand law does not automatically grant a 14-day withdrawal period like the EU does, Runtastic's own terms reference this window for certain regions. Contact Runtastic's New Zealand support team within 14 days of purchase and politely ask whether they will honour a withdrawal refund, even if you are outside the EU. Some companies will, as a goodwill gesture or as a competitive practice.

Be clear in your email: "I purchased a Premium subscription on [date] and am requesting a withdrawal refund under your 14-day withdrawal policy. I have used the service minimally and am not satisfied with my purchase." Include your order number and the email address on your account. Stopee has helped thousands of consumers recover refunds by asking directly and being specific about the reason.

Common mistakes to avoid when cancelling

Cancelling a subscription sounds simple, but small errors can leave you charged for months longer than you intended.

Cancelling in the wrong place

The most frequent mistake is cancelling in the app rather than where you subscribed. If you bought your subscription through the Apple App Store and cancel inside the Runtastic app, your cancellation goes nowhere. The app may show a "cancel" button, but that often only hides the app from your home screen - it does not cancel your subscription. Always cancel in the platform where you purchased: Apple App Store for iOS, Google Play for Android, or the Runtastic website for direct subscriptions. Stopee advises double-checking your original purchase receipt to confirm which platform charged you.

Not saving your confirmation

After you cancel, take a screenshot of the confirmation page or email. If Runtastic charges you again by accident, you have proof of the cancellation date and can request a refund with evidence. Without documentation, disputes are harder to win. Keep your screenshot and confirmation emails for at least 12 months.

Cancelling too close to your renewal date

If you cancel on the exact date your subscription renews, the company may process the renewal charge first, then acknowledge the cancellation. Request a refund of the charge that went through. New Zealand law entitles you to this refund if you cancelled in good faith. Contact support within 24 hours of the unexpected charge and reference this guide from Stopee.

Deleting the app instead of cancelling the subscription

Uninstalling the Runtastic app from your device does not cancel your subscription. Your credit card will still be charged monthly or annually until you explicitly cancel through the app store or website. Thousands of New Zealanders delete apps and forget to cancel, then are shocked by charges on their bank statements weeks later.

Checklist before and after cancellation

Use this checklist to ensure you cancel smoothly and protect yourself from billing errors.

Should you cancel or keep runtastic?

Before you cancel, pause and ask yourself whether you really want to leave, or whether the issue is fixable.

Reasons to keep your runtastic subscription

• You use the app multiple times per week and the training plans are working for you.
• You value the Apple Watch integration and real-time audio feedback during runs.
• You are working towards a specific fitness goal (marathon training, distance milestone) that Premium features support.
• You have already committed to annual billing and are only a few months in - cancelling now loses your pro-rata refund opportunity.

Reasons to cancel runtastic

• You have not used the app in over a month and do not see yourself returning to regular running.
• A competitor app (Strava, Garmin Connect, MapMyRun) offers better features at a lower price.
• You are experiencing repeated technical issues (crashes, GPS failures, syncing errors) that support cannot resolve.
• The subscription cost is no longer affordable, and you prefer the free tier or a cheaper alternative.
• You signed up on impulse and have never used Premium features, and you are within the 14-day withdrawal window.

If your only issue is cost, reach out to Runtastic's support team first. Sometimes they offer discounts, loyalty rates, or temporary suspensions for loyal customers. Stopee recommends trying this before cancelling - you may find a solution that keeps you on the platform at a price you can afford.

After cancellation: addressing billing errors and disputes

If Runtastic charges you after you have cancelled, do not panic - this is recoverable, and you have legal protection.

What to do if you are charged after cancellation

1. Review your bank statement and confirm the date the unexpected charge appeared.
   • Note the exact amount and the merchant name (Apple, Google, or Runtastic).
2. Verify in your Runtastic account that the subscription is indeed marked as "Cancelled" or inactive.
   • If it still shows as "Active" or renews automatically, the cancellation may not have processed. Log out, wait 5 minutes, log back in and check again.
3. Contact Runtastic support immediately with your cancellation confirmation number or screenshot.
   • Explain the situation calmly and clearly: "I cancelled my subscription on [date] as confirmed by [confirmation number]. I was incorrectly charged on [date] for [amount]. Please refund this charge."
4. If Runtastic does not respond within 5 business days, contact the Commerce Commission or your bank to dispute the charge.
   • Your bank can reverse the transaction under "billing error" or "unauthorized charge" codes.
5. Keep all emails, screenshots and correspondence for your records. This is your evidence if the dispute escalates.
   • Stopee recommends storing this in a folder on your computer or in the cloud for at least 2 years.

Escalating a complaint if runtastic refuses to refund

If Runtastic ignores your refund request or claims they cannot reverse the charge, you have options:

• Commerce Commission: File a complaint at www.comcom.govt.nz. The Commission can investigate unfair contract terms and enforce the Consumer Guarantees Act on your behalf.
• Citizens Advice Bureau: Call 0800 800 254 or visit your local CAB office for free advice on how to proceed.
• Dispute resolution services: Some financial disputes can be resolved through free or low-cost arbitration services available in New Zealand.
• Chargeback through your bank: Ask your bank to reverse the transaction as a billing dispute. Provide your cancellation confirmation as evidence.

Stopee has worked with thousands of New Zealanders to recover unwanted subscription charges, and most cases are resolved within 30 days once the right channel is used. Do not accept the first "no" - your consumer rights are real and enforceable.

Key takeaways and final steps

Cancelling Runtastic is straightforward if you cancel in the right place using the right method. The three golden rules are: (1) cancel where you subscribed, not just in the app; (2) save your confirmation; (3) monitor your bank statement on the next renewal date.

Remember that New Zealand's Consumer Guarantees Act is your safety net. If the service is faulty, if you are unfairly refused a refund, or if you cancel within 14 days, you have legal recourse. Reference the law when you contact support - it changes how companies respond.

Stopee has helped thousands of consumers cancel subscriptions, dispute wrong charges and recover refunds. Whether you are cancelling Runtastic today or you just want to understand your rights before you subscribe to another fitness app, use this guide as your reference. Your money and your time matter. Do not let subscription companies make cancellation harder than it needs to be.

Contact information and postal address for formal cancellation requests

Runtastic does not maintain a New Zealand-specific support address. If you choose to send a formal written cancellation notice (for example, to start the 14-day withdrawal clock), address your letter to their Austrian headquarters:

Runtastic GmbH
Lassallestrasse 9
1020 Vienna
Austria

Include your full name, the email address linked to your account, your order number, the date you purchased the subscription, and a clear statement: "I hereby cancel my Premium subscription effective immediately. Please confirm this cancellation in writing within 7 business days."

Keep a copy of your letter and proof of postage. Allow 2-4 weeks for a response from Austria. This method is slower than cancelling online, but it creates a formal paper trail if you later need to dispute a charge or claim a withdrawal refund. For most New Zealand users, cancelling through the app or your app store account is faster and sufficient - but this postal option exists if you prefer a formal, documented approach.