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Cancel Runwayml: The Right Way
How to cancel RunwayML in malaysia: your legal rights and step-by-step guide
What RunwayML is and why you might need to cancel
RunwayML is a cloud-based software-as-a-service platform that generates video, images, and audio using artificial intelligence. Unlike a traditional editing tool, RunwayML operates on a subscription model with automatic renewal, meaning your account charges you each month or year until you explicitly cancel. Understanding how this service works-and your rights as a Malaysian consumer-is the first step toward cancelling without unexpected charges.
RunwayML operates as a freemium AI creation suite
The platform gives you free access to 125 one-time credits, then sells three paid tiers that renew automatically. Each tier grants you monthly credits, access to newer AI models, higher resolution exports, and increased storage. The service runs entirely online through the RunwayML web dashboard or mobile apps, with no Malaysia-specific billing office or physical address. This means all cancellations happen through your account settings or third-party app stores.
Pricing tiers for malaysian users
RunwayML displays prices in Malaysian Ringgit. The current standard monthly rates are RM48.00 for Standard, RM140.00 for Pro, and RM380.00 for Max. Annual billing typically offers a 20% discount. Importantly, each subscription renews automatically on your billing date until you cancel. No minimum contract period is enforced by RunwayML, so you can stop at any time-but only if you cancel before the next renewal date.
| Plan | Monthly price (RM) | Annual price (RM) | Monthly credits | Key feature |
|---|---|---|---|---|
| Free | 0 | 0 | 125 one-time | Test the platform |
| Standard | 48.00 | 384.00 | 625 | Basic exports |
| Pro | 140.00 | 1,120.00 | 2,250 | Higher resolution, 4K |
| Max | 380.00 | 3,040.00 | 9,500 | Full access, priority support |
Your consumer rights and what they mean for you
As a Malaysian consumer, your right to cancel a subscription is protected by the Consumer Protection Act 1999. This law gives you strong grounds to dispute unauthorised charges, demand refunds for defective service, and cancel subscriptions that do not match their advertised terms.
Legal framework: the consumer protection act 1999
Under Malaysia's Consumer Protection Act 1999, any goods or services sold to you must be of merchantable quality, fit for purpose, and accurately described. If RunwayML charges you after cancellation, fails to honour your cancellation request, or continues billing despite your explicit instruction, you have grounds to lodge a complaint with the Ministry of Domestic Trade and Consumer Affairs (MDTCA). The MDTCA enforces consumer law and can compel refunds.
Furthermore, the Act requires subscription providers to give you clear cancellation instructions before you subscribe. If RunwayML's cancellation process is deliberately obscured or the company makes it unreasonably difficult to cancel, that breaches the law. Yafee recommends documenting every step you take-screenshots, email confirmations, and billing records-because this evidence is critical if you need to file a complaint with MDTCA.
Your legal position if RunwayML refuses to cancel
If you submit a cancellation request and RunwayML continues to charge you after your billing date has passed, you have three legal remedies. First, you can request a chargeback through your credit card company or bank; most Malaysian banks offer dispute resolution for unauthorised recurring charges. Second, you can send a formal written notice to RunwayML's legal address (see below) demanding a refund within 14 days. Third, if RunwayML ignores your demand, you can file a formal complaint with the MDTCA, which has the power to investigate, fine the company, and award you compensation.
In practice, this means RunwayML cannot legally hold you to a subscription you have cancelled. If the company claims you owe payment after you cancelled, that claim is likely unenforceable under Malaysian law. Consequently, you should never feel pressured to pay charges that arrived after you cancelled.
How to cancel RunwayML before your next charge
Cancellation on RunwayML requires precision, because the process spans multiple screens and many users miss the final confirmation step. This section walks you through each method in sequence.
Gather your account details and billing information
Before you start cancelling, log in to your RunwayML account and open the billing page. Write down your current plan name, your exact billing date (the day you are charged each month), and your current credit balance. Take three screenshots: one of your active plan, one of your billing date, and one of any unused credits. This protects you if RunwayML disputes your cancellation claim later or if you need to prove you owned an active subscription.
- Log in to your RunwayML account at app.runwayml.com
- Navigate to Settings, then select Billing
- Screenshot your current plan tier and renewal date
- Note whether you subscribed via web, Apple App Store, or Google Play Store
- Download any project files you wish to keep
This step is not optional. Many users cancel successfully but then face a surprise charge two weeks later because they did not verify the exact billing date. Yafee recommends keeping these screenshots for at least 90 days after cancellation.
Cancel via the RunwayML web dashboard
If you subscribed directly through the RunwayML website, cancel through your account settings. This is the most common and fastest cancellation method.
- Go to app.runwayml.com/settings/billing
- Locate your active subscription and select "Cancel plan"
- RunwayML may ask you a feedback question (e.g., "Why are you cancelling?"). Answer it or skip
- Click "Continue to cancel plan"
- A Stripe payment gateway screen appears. This is the critical step. Select "Confirm cancellation"
- Wait for a confirmation message. Screenshot it
- Check your email for a cancellation confirmation from RunwayML or Stripe within 5 minutes
The Stripe confirmation step is where most cancellations fail. If you close your browser after step 3 without completing the Stripe step, your subscription remains active. You will be charged on your next billing date. Always wait for the final confirmation message before you close the page.
Cancel if you subscribed via apple app store
If you signed up for RunwayML through an Apple device and subscribed via App Store billing, you must cancel through Apple's settings, not through the RunwayML website.
- Open the Settings app on your iPhone or iPad
- Tap your name at the top
- Select "Subscriptions"
- Find RunwayML in the list
- Tap RunwayML and select "Cancel subscription"
- Confirm the cancellation
- Apple sends an immediate confirmation email
Important: cancelling in Apple Settings does not automatically cancel your account on RunwayML's website. You may need to cancel on both platforms if you want to fully deactivate your account. Check your RunwayML billing page 24 hours later to confirm the subscription shows as "inactive".
Cancel if you subscribed via google play store
Android users who signed up through Google Play billing must cancel through the Play Store app, not the RunwayML website.
- Open the Google Play Store app on your Android device
- Tap your profile icon in the top right corner
- Select "Subscriptions"
- Find RunwayML
- Tap "Cancel subscription"
- Follow the prompts to confirm
- Google sends a cancellation confirmation email within minutes
As with Apple, cancelling through Google Play does not automatically delete your RunwayML account. Log in to the RunwayML website within 24 hours to verify that your subscription status has changed to "inactive".
Cancellation by email (written request)
If you cannot access your account or if the online methods fail, you can send a formal written cancellation notice by email. This method creates a legal record of your request and is your strongest protection if a dispute arises.
- Send an email to [email protected]
- Use the subject line: "Subscription Cancellation Request"
- Include your account email address, account ID (if available), current plan name, and the date you are requesting the cancellation to take effect
- Request written confirmation of cancellation within 5 business days
- Save the email you sent and any reply
- If you receive no reply within 7 days, escalate to the Ministry of Domestic Trade and Consumer Affairs
Written cancellation requests are slower than online methods but they create documented proof that you submitted a cancellation instruction on a specific date. Yafee recommends using this method if you believe RunwayML has charged you in error or if you have had difficulty cancelling through the standard web or app store routes.
What happens after you cancel RunwayML
Cancellation does not happen instantly. Understanding the timeline after you submit your cancellation request will help you track whether the process worked and whether to expect a final charge.
Access and billing after cancellation
Once you cancel, your subscription status changes immediately. However, RunwayML does not interrupt your access until your current billing period ends. This means if you cancel on the 15th of a month and your billing date is the 30th, you retain full access to your paid plan until the 30th. After the 30th, your account downgrades to the Free plan with 125 one-time credits.
Your projects and assets remain on your account after cancellation unless you delete them manually. However, on the Free plan you cannot create new projects if you already have more than three. Consequently, if you plan to keep using RunwayML after cancellation, export any important project files before your billing date passes.
| Timing | What happens |
|---|---|
| Immediately after cancellation | Subscription marked as "cancelled". You retain paid access until end of billing period |
| On your billing date | No charge. Subscription ends. Account downgrades to Free |
| After billing date | You can use Free plan features. Paid models and higher resolution exports are locked |
| If you resubscribe | You can purchase a new subscription at any time. Your projects remain accessible |
Refund policy and how to request your money back
RunwayML's standard policy is non-refundable for monthly subscriptions once the billing period has started. However, if you cancel before your billing date, you will not be charged again. In Malaysia, the Consumer Protection Act 1999 gives you the right to a refund if the service is defective, misrepresented, or if the company fails to honour your cancellation request.
If RunwayML charged you after you cancelled, you have a legal claim for a refund. Send a formal refund request to [email protected], referencing the unauthorised charge and the date you submitted your cancellation. Request a refund within 14 days. If RunwayML refuses, contact your bank to initiate a chargeback, then file a complaint with the Ministry of Domestic Trade and Consumer Affairs (MDTCA).
Furthermore, if you cancel a monthly subscription within 3 days of the billing date (for example, you cancel on day 28 of a 30-day month), Yafee recommends requesting a prorated refund for the unused portion. While RunwayML may not be legally obligated to refund under its terms, Malaysian consumer law can compel a refund if the company's refund policy is unreasonably one-sided.
Common mistakes that prevent cancellation
Most RunwayML cancellation failures happen because users follow 90% of the process correctly, then miss one crucial step. You can avoid these traps entirely by knowing them in advance.
Mistake 1: stopping before the stripe confirmation screen
The most common error is closing your browser after the feedback screen, assuming the cancellation is complete. The Stripe confirmation screen appears after the feedback question. If you do not see Stripe or do not click "Confirm cancellation", your subscription stays active and you will be charged on your next billing date. Always wait for the final confirmation message before closing the page.
Mistake 2: cancelling only in the app store, not on the website
If you subscribed through Apple App Store or Google Play, cancelling in the app store only cancels your app store billing. Your RunwayML account subscription may remain active on the website. You must cancel in both places to fully deactivate the subscription. Check app.runwayml.com/settings/billing 24 hours after cancelling in the app store to confirm the website subscription also shows as cancelled.
Mistake 3: not noting your exact billing date
Many users cancel on the 20th of a month, assuming the cancellation takes immediate effect. If your billing date is the 25th, you will still be charged on the 25th. Your cancellation only prevents charges after your current billing period ends. Write down your billing date before you cancel, and calculate the exact date your final charge will occur.
Mistake 4: not keeping screenshots or confirmations
If a dispute arises, you will need proof that you cancelled. Save screenshots of your cancellation confirmation and any emails from RunwayML or Stripe. Keep these for 90 days. If RunwayML charges you after cancellation and you have no proof you cancelled, your bank may refuse to issue a chargeback.
Escalation: what to do if RunwayML refuses to cancel
If you have submitted a cancellation request and RunwayML continues to charge you, escalate to Malaysia's consumer protection authority. This authority has the power to compel refunds and levy fines against the company.
Step 1: send a formal written demand
Write to [email protected] with the subject "Formal Demand for Cancellation and Refund". Include your account email, the date you requested cancellation, the date of each unauthorised charge, and the total amount you demand back. Request a response within 14 days. Keep a copy of this email.
Step 2: file a complaint with the ministry of domestic trade and consumer affairs
If RunwayML does not reply within 14 days or refuses to refund, visit the MDTCA website (kpdnkk.gov.my) or call the Consumer Complaint Bureau hotline at 1300-88-5959. File a formal complaint with these details:
- Your name and contact information
- RunwayML's legal address (79 Walker St, Floor 5, New York, NY 10013, USA)
- Your account email and account ID
- Dates you subscribed, requested cancellation, and were charged
- Total amount claimed
- Copies of screenshots, cancellation confirmations, and billing statements
The MDTCA will investigate and may compel RunwayML to refund your money. Consequently, filing a formal complaint is your strongest legal remedy if the company refuses to cooperate.
Step 3: initiate a chargeback through your bank
Contact your Malaysian bank and request a chargeback for any charge that arrived after your cancellation date. Provide your bank with copies of your cancellation confirmation and your billing statements. Most Malaysian banks will reverse unauthorised recurring charges within 30 days. Yafee advises filing a chargeback in parallel with your MDTCA complaint for maximum protection.
Contact information and escalation address
If you need to contact RunwayML directly or escalate a dispute, use these official addresses:
| Contact method | Address or email | Use for |
|---|---|---|
| Email support | [email protected] | Cancellation requests, refund demands, formal complaints |
| Web dashboard | app.runwayml.com/settings/billing | Direct online cancellation |
| Physical address | 79 Walker St, Floor 5, New York, NY 10013, USA | Certified mail, formal legal notices |
| Malaysia consumer authority | MDTCA (kpdnkk.gov.my) or 1300-88-5959 | Complaints, refund disputes, enforcement action |
No Malaysia-specific billing office or phone number is published by RunwayML. All Malaysian users manage cancellations online through the web dashboard or via email to [email protected]. If you prefer written communication in English (Malaysia), send your cancellation request by email with a read receipt requested so you have proof of delivery.
Your cancellation checklist
Use this checklist to ensure you have completed every step before your next billing date:
- Logged in to your RunwayML account and noted your exact billing date
- Taken three screenshots: active plan, billing date, and credit balance
- Downloaded or exported any important project files
- Confirmed whether you subscribed via web, App Store, or Google Play
- Submitted your cancellation (web, app store, or email)
- Waited for the Stripe confirmation screen and clicked "Confirm cancellation"
- Received a confirmation email from RunwayML or Stripe
- Logged back in 24 hours later to verify subscription status shows "inactive"
- Set a reminder for your billing date to confirm no charge appears
- Saved all screenshots and confirmation emails for 90 days
Summary: cancel RunwayML safely and within the law
Cancelling RunwayML in Malaysia is straightforward if you follow the steps in sequence and allow time for the process to complete. Your legal position is strong: the Consumer Protection Act 1999 protects you against unauthorised charges, defective services, and unfair cancellation practices. RunwayML cannot legally hold you to a subscription after you have submitted a valid cancellation request.
Yafee recommends using the web dashboard method if possible-it is the fastest and generates an immediate confirmation. If you subscribed through an app store, cancel through that platform as well as the website. Most importantly, wait for the final confirmation screen and screenshot everything. These steps take fewer than five minutes but they protect you against unexpected charges and create legal proof of your cancellation if a dispute arises.
If RunwayML refuses to honour your cancellation or charges you after cancellation, escalate to the Ministry of Domestic Trade and Consumer Affairs. This authority enforces consumer law in Malaysia and can compel refunds. Yafee has helped thousands of consumers cancel subscriptions safely and recover unauthorised charges by following these clear, legal procedures. Document your actions, stay patient, and know that Malaysian law is on your side.
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