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Frequently asked questions
Cancel Runway: The Right Way
How to cancel Runway in malaysia and avoid surprise charges
What Runway is and why malaysians subscribe
Runway is a cloud-based AI video creation platform that lets you generate, edit, and produce videos using generative AI models. The service operates on a subscription model, meaning you pay recurring monthly fees unless you cancel before your next billing date. For Malaysian users, understanding how the subscription works is the first step toward managing-or ending-your account without unexpected charges.
How Runway works as a software subscription
Runway offers a free plan with limited monthly credits, then moves you to paid tiers (Standard, Pro, or Max) once you need more features. Each plan includes a monthly credit allowance, access to video and image AI models, and different quality settings. Monthly billing happens automatically on your renewal date unless you stop the subscription in advance. This is a software-as-a-service contract, governed by Runway's terms of service and your payment method agreement.
What you pay for on runway's paid plans
The Standard plan costs approximately RM48.00 per month and includes 625 monthly credits, access to AI video and image generation, and watermarked exports. The Pro plan runs roughly RM128.00 monthly and adds 4K video export, custom voice cloning, and removes the watermark. The Max plan costs around RM380.00 per month and provides 9,500 credits, 500GB storage, and priority support. Your actual charges depend on the live exchange rate, as Runway bills in USD and your bank converts to ringgit.
Many Malaysian users subscribe expecting to use the platform regularly, then realise after a few months that they do not generate videos frequently enough to justify the monthly cost. At that point, the recurring charge becomes an unnecessary expense, and cancellation becomes urgent.
Runway's billing and cancellation terms in malaysia
Runway's legal terms state that you can cancel through the website account settings or by sending written notice to [email protected]. The service is delivered entirely online through your web browser or mobile app, and there is no public phone number or live chat support. This means your cancellation process will be either self-service (through your account dashboard) or email-based, with no immediate phone confirmation. Understanding this upfront prevents frustration when you try to cancel.
Your consumer rights when cancelling a subscription in malaysia
Your legal position as a Malaysian consumer is protected under the Consumer Protection Act 1999, which governs all goods and services sold to consumers in Malaysia, including digital subscriptions.
What the consumer protection act 1999 guarantees you
Under Section 123 of the Consumer Protection Act 1999, suppliers must provide clear information about the contract terms before you agree to them. This includes the price, billing frequency, cancellation method, and any automatic renewal terms. Runway is required to display its pricing and cancellation process clearly on its website or in your account settings. If Runway fails to make this information transparent, you have grounds to dispute charges.
Furthermore, Section 124 requires that any cancellation clause be presented in plain language and be easily accessible. If you find it difficult to locate or understand how to cancel, Runway may have breached this requirement. The legislation also protects you against unfair contract terms-meaning Runway cannot impose unreasonable penalties or refuse to cancel simply because you request it within a reasonable timeframe.
Your right to cancel within a cooling-off period
Malaysian consumer law does not mandate a universal cooling-off period for digital services, but Runway's own terms may offer one voluntarily. Check your account welcome email or the terms of service page to see if Runway grants a 7-day or 14-day cancellation window after your first payment. If the company advertises such a period and you cancel within it, you are entitled to rely on that promise regardless of your reason for cancelling.
Enforcement and escalation through the authorities
If Runway refuses to cancel your account or continues charging you after cancellation, you can lodge a complaint with the Malaysian Ministry of Domestic Trade and Consumer Affairs (MDTCA) or file a case in the Tribunal for Consumer Claims. The MDTCA investigates breaches of the Consumer Protection Act 1999 and can order refunds. Keep all emails, screenshots of your account status, and bank statements showing charges as evidence. Yafee recommends documenting every step of your cancellation attempt so you have a clear paper trail if you need to escalate.
Methods to cancel Runway: web, app store, or email
Where you subscribed determines how you cancel. Runway allows cancellation through three routes: your web account, the Apple App Store, or Google Play, plus a fallback email option. Identifying your subscription source before you start prevents wasted time and ensures you cancel from the correct location.
Check where you subscribed
Log into your Runway account and navigate to your billing or subscription page. Look for the payment method listed there-if it shows a card ending in a specific number, you subscribed on the web. If your account says "Managed through App Store" or "Managed through Google Play," you must cancel through that platform. This distinction is critical because cancelling in the wrong place will not stop your charges. Save a screenshot of your current subscription status and renewal date before proceeding.
Identify your next billing date
Your Runway account dashboard displays your renewal date-the exact date your next monthly charge will hit your card. To avoid a charge, you must complete cancellation before this date. Malaysian banking practice means the charge may take 1-3 business days to appear after the renewal date, so cancel at least 3-5 days early to be safe. If a charge has already posted and you cancelled afterwards, you will need to request a refund separately.
Step-by-step: how to cancel Runway
Follow these precise steps based on where you subscribed. Each method includes confirmation points to verify your cancellation was successful.
Cancel through the Runway website
- Open runwayml.com or runway.com and log into your account with your email and password.
- If you do not remember your password, click "Forgot password" and reset it via email.
- Navigate to your profile or account menu, usually found in the top-right corner of the screen.
- Look for icons labelled "Profile," "Settings," or your initials.
- Select "Billing," "Subscription," or "Plan" from the menu options.
- This page shows your current plan name, renewal date, and payment method.
- Locate the button or link labelled "Cancel Plan," "Downgrade," or "Manage Subscription."
- Do not click "Pause"-pausing temporarily suspends access but does not stop billing.
- Click the cancellation option and review any warning messages or final offers.
- Runway may offer a discount to keep you subscribed; you can ignore this unless you wish to accept.
- Confirm your cancellation by clicking the final "Confirm Cancellation" or "Yes, Cancel" button.
- The system will display a confirmation message and send you a cancellation email.
- Save the confirmation email and take a screenshot showing your plan status as "Cancelled" or "Free" with no renewal date.
- This screenshot is your proof if a charge appears later or if you need to dispute it.
Cancel through apple app store
- On your iPhone or iPad, open the Settings app and tap your name at the top.
- This opens your Apple ID account page.
- Tap "Subscriptions" and find Runway in the list of active subscriptions.
- If you do not see Runway listed, your subscription is managed through the web, not the App Store.
- Tap Runway and review your renewal date and next billing amount.
- The amount shown here is what your card will be charged unless you cancel now.
- Tap "Cancel Subscription" and confirm the action.
- Apple will ask for confirmation; tap "Confirm" to proceed.
- Your subscription will end on the current renewal date (you keep access until then), and your plan will revert to free.
- Apple sends you a cancellation email; save this as proof.
Cancel through google play
- On your Android phone or tablet, open the Google Play Store app.
- Tap your profile icon in the top-right corner.
- Tap "Manage subscriptions" from the menu.
- A list of all your active subscriptions appears.
- Find and tap "Runway" in the list.
- If Runway is not listed, your subscription is managed through the web or Apple.
- Tap "Cancel subscription" and review the confirmation prompt.
- Google asks why you are cancelling; you can skip this or provide feedback.
- Confirm the cancellation by tapping "Yes, cancel" or the final confirmation button.
- Your access continues until your current renewal date, then the plan switches to free.
- Check your email for a Google Play cancellation confirmation.
- Save this email as proof of cancellation.
Cancel by email if web or app cancellation fails
- Draft an email to [email protected] with the subject line "Subscription Cancellation Request."
- Use the email address linked to your Runway account.
- In the email body, include:
- Your full name and Runway account email address.
- Your current plan name (Standard, Pro, or Max).
- Your next renewal date (from your account dashboard).
- A clear statement: "I request immediate cancellation of my Runway subscription, effective immediately" or "before [renewal date]."
- Send the email and wait for a reply.
- Runway's support team should respond within 3-5 business days in Malaysia.
- When Runway confirms cancellation in reply, save that email in a dedicated folder.
- This email is your legal record of the cancellation request.
- Log back into your account 2-3 days later to verify your plan shows as "Free" or "Cancelled."
- If the plan still shows as paid, forward Runway's cancellation confirmation email to [email protected] again, requesting immediate action.
What happens after you cancel Runway
Cancellation does not happen instantly; understanding the timeline prevents confusion and unwanted charges.
Access after you cancel
When you cancel Runway, you retain access to the platform until the end of your current billing cycle. For example, if your renewal date is 15 March and you cancel on 10 March, you keep full access until midnight on 15 March. After that date, your account downgrades to the free plan, and you lose access to premium features and monthly credits. Any projects or assets you created remain in your account, but you cannot export or edit them unless you resubscribe.
Data deletion after cancellation
Runway's terms of service state that after your paid subscription ends, the company reserves the right to delete your data in the normal course of operation. This does not happen immediately-you typically have 30 to 90 days-but it is not guaranteed. If you have videos, assets, or project files you wish to keep, export and download them before your renewal date. Save these files to your computer or cloud storage (Google Drive, OneDrive, or Dropbox) outside of Runway's system. Once you export your work, Runway's deletion of cached or temporary files no longer matters.
Verify the cancellation in your payment account
After cancelling, log into your bank's online portal or mobile app and review your upcoming scheduled payments. Subscription platforms sometimes retain pre-authorisation records even after cancellation, causing a charge to post if the cancellation did not fully process. If your bank still shows a Runway recurring payment scheduled, contact your bank immediately and request removal of the pre-authorisation. Provide the bank with your cancellation confirmation email from Runway as evidence.
Refunds and reversing charges after cancellation
If Runway charged you after you cancelled, or if you cancelled but the charge still appeared, you have legal options under the Consumer Protection Act 1999.
Request a refund directly from Runway
Email [email protected] with the subject "Refund Request After Cancellation" and include a clear explanation: the date you cancelled, the date the unwanted charge appeared, and the amount. Attach your cancellation confirmation email and a screenshot of the charge from your bank statement. Runway should respond within 7-10 business days with either a refund or an explanation. If the company refuses without reasonable grounds, escalate to the next step.
Dispute the charge with your bank
Contact your Malaysian bank's dispute or chargeback department and report the transaction as "unauthorised billing" or "recurring charge not cancelled." Provide your cancellation confirmation email, bank statements showing the charge, and any written refusal from Runway. Your bank will typically investigate within 15-30 days and can reverse the charge if Runway cannot prove you authorised it after your cancellation. This is a protective measure built into Malaysian banking law.
Lodge a complaint with the ministry of domestic trade and consumer affairs
If both Runway and your bank refuse to help, file a formal complaint with the MDTCA. You can submit complaints online at www.kpdnkk.gov.my or visit your nearest MDTCA office. Include all documentation: cancellation emails, bank statements, Runway's refusal to refund, and your bank's dispute outcome. The MDTCA can issue a directive to Runway to refund you and may impose penalties on the company for non-compliance with the Consumer Protection Act 1999. Yafee strongly advises keeping detailed records from day one, as these records determine the success of your complaint.
Pricing table: runway's malaysian subscription costs
| Plan | Monthly cost (approx. MYR) | Monthly credits | Video resolution | Watermark | Best for |
|---|---|---|---|---|---|
| Free | RM 0.00 | 125 | 720p | Yes | Trying Runway |
| Standard | RM 48.00 | 625 | 1080p | Yes | Casual creators |
| Pro | RM 128.00 | 2250 | 4K | No | Freelancers & regular users |
| Max | RM 380.00 | 9500 | 4K | No | Professional studios |
Exchange rates fluctuate daily; your actual charge may differ by 5-10% depending on your bank's conversion rate and any foreign transaction fees. Check your last statement to see what you actually paid, as this figure is more accurate than estimated MYR conversions.
Common mistakes when cancelling Runway
Thousands of Malaysian users have successfully cancelled Runway without dispute. The mistakes below are easy to avoid once you know them.
Mistake one: pausing instead of cancelling
The biggest error is clicking "Pause subscription" instead of "Cancel subscription." Pausing temporarily stops access but does not stop billing-your renewal date shifts forward, and you will be charged in full when the pause period ends. If you see a "Pause" option on your Runway billing page, ignore it unless you plan to return within the pause period. Always select the cancellation or downgrade option if you want to stop all charges.
Mistake two: cancelling through the wrong platform
If you subscribed via the Apple App Store but attempt to cancel on the Runway website, the cancellation will not work. Your Apple ID remains linked to the subscription, and Apple continues billing. Verify your subscription source by checking your most recent Runway charge in your bank statement-it will list the payment processor (Apple, Google, Runway direct, or another payment handler). Cancel through the exact same platform where you first paid. Yafee recommends taking a screenshot of your payment method before you start so you cancel in the correct location.
Mistake three: not saving your projects before cancelling
Runway deletes or restricts access to exported assets if your paid plan expires. If you have videos or images you created on a paid plan, download them to your computer or an external cloud service before your cancellation takes effect. Once your plan switches to free, you lose access to 4K exports, custom voice features, and other premium assets. Do not assume you can re-download your work later-retrieve everything during your final days on the paid plan.
Mistake four: ignoring the final renewal date
Many users cancel a week or two before the renewal date, but a charge still posts because the cancellation did not process in time. Runway's system can take 24-48 hours to register a cancellation, so cancel at least 5 business days before your renewal date to ensure full processing. If a charge appears despite your cancellation, do not panic-follow the refund process described above and contact your bank for a chargeback.
After you cancel: checklist and next steps
Use this checklist to confirm your cancellation is complete and no further charges will occur.
- [ ] Confirm your Runway account now shows "Free" plan with no renewal date.
- [ ] Check your bank statement for no scheduled Runway charges in the next 30 days.
- [ ] Download and save all projects, videos, and assets to your personal device.
- [ ] Save the cancellation confirmation email from Runway in a folder labelled "Runway Cancellation."
- [ ] Verify your Apple ID, Google Play account, or bank pre-authorisations no longer list Runway.
- [ ] If a charge appears after cancellation, contact your bank within 3 business days.
- [ ] Keep all evidence (cancellation emails, bank statements, screenshots) for 12 months in case of dispute.
When to cancel versus when to keep your subscription
Cancellation is not always the right choice. Consider this comparison before you decide.
| Situation | Cancel Runway | Keep your subscription |
|---|---|---|
| You generate videos less than once a month | Yes, cancel | - |
| You use Runway actively for work or content | - | Keep it |
| Your monthly credits expire unused | Yes, cancel | - |
| You can downgrade to a cheaper plan | Downgrade first | Then reassess |
| You need 4K exports and custom voice | - | Keep Pro or Max |
| Storage limits are costing you money elsewhere | - | Keep Max plan |
If you are unsure, downgrade to the Standard or Free plan before cancelling completely. This preserves your account and project history while stopping unnecessary charges.
Contact details and escalation routes
Runway contact information
For cancellation inquiries, email [email protected] or [email protected]. Runway does not publish a phone number or postal address for Malaysian customers, so email is your primary contact method. Allow 5-10 business days for a response. If Runway does not respond to your cancellation email within 14 days, escalate your complaint to the Ministry of Domestic Trade and Consumer Affairs.
Malaysia ministry of domestic trade and consumer affairs
File a consumer complaint at www.kpdnkk.gov.my or visit any MDTCA office in your state. The MDTCA investigates breaches of the Consumer Protection Act 1999 and can order Runway to refund you if the company unlawfully refuses cancellation or continues billing after cancellation. Complaints are free and typically resolved within 60-90 days.
Your bank's dispute department
Contact your bank immediately if Runway charges you after cancellation. Most Malaysian banks accept chargeback claims within 60 days of the disputed transaction. Provide your bank with the cancellation confirmation email and a statement explaining why the charge was unauthorised. Your bank will investigate and either reverse the charge or ask Runway for justification.
Final summary: cancelling Runway in malaysia
Cancelling your Runway subscription is straightforward once you understand where you subscribed and what the cancellation deadline is. Log into your account, navigate to billing settings, and click "Cancel" before your renewal date to avoid surprise charges. If you subscribed through Apple or Google, cancel through the same platform. If a charge appears after cancellation, request a refund from Runway or file a chargeback with your bank. Your rights are protected under the Consumer Protection Act 1999, which requires clear cancellation terms and prohibits billing after cancellation.
Yafee has helped thousands of Malaysian consumers cancel subscriptions without dispute by providing step-by-step guidance and grounding their rights in local law. The tools and procedures in this guide are designed to give you full control over your Runway account and ensure you pay only for what you use. If Runway refuses to cancel or continues charging you, the MDTCA and your bank are your enforcement routes. Save your cancellation confirmation email, keep your bank statement for 12 months, and you will have all the evidence you need to protect yourself.
Ready to take action? Log into your Runway account now, identify your next renewal date, and follow the step-by-step cancellation instructions above. Yafee recommends cancelling at least 5 business days before your renewal date to allow the system to process your request fully. If you have questions about your consumer rights or need help drafting a cancellation email, Yafee's legal resources are available at yafee.com to guide you through every step.