How to cancel Runna and avoid unexpected charges in new zealand

What is Runna and why runners cancel

Runna is a running training app built by The Run Buddy Ltd, a UK-based company that delivers personalised training plans, race-specific workouts, and device integrations for runners at all levels. You access Runna on iOS, Android, or the web, choosing between a free plan or a paid Premium subscription that unlocks structured coaching and advanced analytics. The app syncs with Garmin and Strava, tracks your VO2 max, and customises workouts based on your race goals. In New Zealand, you pay in NZD through Apple App Store, Google Play, or Paddle (Runna's web payment processor), with support handled via email by Runna's UK team.

Runners cancel Runna for several reasons: you have completed your training plan, prefer a different fitness app, want to reduce monthly expenses, or find that the features do not align with your running style. Whatever your reason, Yafee is here to guide you through the cancellation process step by step, ensuring you avoid unexpected charges and understand your consumer rights under New Zealand law.

When cancellation makes sense

You should cancel Runna if your training block has ended, you have switched to a competitor app like Strava or Nike Run Club, your subscription no longer offers value, or you are experiencing technical issues that support has not resolved. Cancelling promptly stops future recurring charges and preserves your consumer rights, particularly if you are within the 48-hour refund window.

Runna subscription pricing in new zealand

Understanding Runna's pricing structure and billing cycles is essential to cancelling at the right time and claiming a refund if you qualify.

Current subscription plans and costs

Runna offers two paid subscription tiers in New Zealand, each with a 7-day free trial. The trial period is crucial: you must cancel at least 24 hours before the trial expires to avoid automatic charges to your payment method.

How your plan affects cancellation timing

If you subscribe to the monthly plan at NZ$24.99, cancelling stops future charges after your current month ends; you keep access until the renewal date. Annual subscribers pay NZ$199.99 upfront for 12 months of access. Cancelling your annual plan does not refund the full year, but it prevents automatic renewal the following year, provided you cancel before the anniversary date.

Yafee recommends checking your billing date in the Runna app or on your payment receipt. Note the exact date your subscription renews so you can plan your cancellation window accordingly and avoid being charged for a period you no longer want.

Your consumer rights under new zealand law

New Zealand law gives you specific protections when you cancel a digital subscription service, and these rights take precedence over Runna's own refund policy in most cases.

Consumer guarantees act 1993 and your position

The Consumer Guarantees Act 1993 is the primary legislation protecting your purchase of Runna's subscription service. Under this Act, you have the right to receive services that are fit for purpose, of acceptable quality, safe, and delivered within a reasonable timeframe. Even though Runna is a digital service provided from the UK, New Zealand consumer law applies to you as a consumer resident in New Zealand.

Your legal position: If Runna fails to deliver the promised service (for example, the app crashes repeatedly, workouts do not load, or features advertised in the Premium plan are unavailable), you may request a refund or cancellation under consumer law, separate from Runna's 48-hour refund window. If Runna refuses to resolve the fault within a reasonable time, you can escalate your complaint to the Consumer Protection Authority (part of Commerce Commission New Zealand). Furthermore, if you discover the service does not match the product description, you have grounds to cancel without penalty.

Runna's standard refund window

Runna's own refund policy allows you to request a refund within 48 hours of subscribing, regardless of how much (or how little) you use the app. This 48-hour window begins when your payment is processed through Apple App Store, Google Play, or Paddle. After 48 hours, Runna does not offer refunds unless the service is unavailable or faulty on their side.

Note: Runna does not offer pro-rata refunds for unused time once the 48-hour period expires. If you cancel on day 50, you forfeit the remaining value in your subscription, even if you have not opened the app. The only exception is if Runna itself terminates your subscription without cause; in that scenario, they may offer a pro-rata credit at their discretion.

How to cancel Runna on iOS

Cancelling Runna on iPhone or iPad requires you to use Apple's Settings app, not the Runna app itself, because Apple manages all App Store subscriptions through its own system.

Step-by-step cancellation via apple app store

1. Open the Settings app on your iPhone or iPad.
2. Tap your Apple ID profile picture at the top right of the screen.
3. Select Subscriptions from the menu.
4. Find and tap Runna in the list of active subscriptions.
5. Tap Cancel Subscription (the button label may say "Edit" or "Manage" depending on your iOS version).
6. Confirm your cancellation by tapping the final Cancel button and selecting your reason for cancelling (optional feedback).
7. Apple will display a confirmation screen showing your cancellation is complete. You keep access to Runna until your current billing cycle ends.

Yafee advises taking a screenshot of the confirmation screen as proof of your cancellation date. This is especially important if you are within the 48-hour refund window and plan to request a refund from Runna.

How to cancel Runna on android

Android users cancel Runna through the Google Play Store, using a similar method to Apple but with slightly different navigation steps.

Step-by-step cancellation via google play store

1. Open the Google Play Store app on your Android device.
2. Tap your profile icon in the top right corner.
3. Select Manage subscriptions or Payments and subscriptions (depending on your device).
4. Find Runna in your active subscriptions list and tap it.
5. Tap Cancel subscription at the bottom of the screen.
6. Select your reason for cancelling (optional) and confirm by tapping Cancel subscription again.
7. Google Play will show a final confirmation. Your access continues until the end of your current billing period.

Retain your confirmation details, as Google Play sends a cancellation email to your account. If you do not receive this email within 24 hours, return to Google Play and verify that your cancellation processed successfully.

How to cancel Runna via web (Paddle)

If you subscribed to Runna on the web, your payment is processed through Paddle, a third-party payment processor. Cancellation on the web follows a different procedure than the app stores.

Step-by-step cancellation via paddle or email

1. Log into your Runna account on the web at runna.com.
2. Navigate to your Account settings or Subscription settings (usually found in the user menu or profile area).
3. Look for an option to manage your subscription or view billing. This section may be labelled Billing, Payments, or Subscription Plan.
4. If a Cancel subscription button is visible, click it and follow the on-screen prompts to confirm cancellation.
5. If no cancellation option appears in the app, or if you encounter any issue, contact Runna support directly via email at [email protected].
6. In your email, state your full name, the email address associated with your account, and request subscription cancellation effective immediately.
7. Runna's UK-based support team typically replies within 24 to 48 hours with cancellation confirmation.

Include your Paddle transaction ID (found in your payment receipt) in your support email. This helps Runna's team locate your account quickly and process your cancellation without delay.

Claiming a refund within 48 hours

If you are within the 48-hour refund window, you can request a refund directly from Runna or through the payment platform where you subscribed.

Refund eligibility and how to apply

You are eligible for a full refund if you request it within 48 hours of your subscription charge, regardless of whether you have used the app. After 48 hours, Runna's policy does not provide refunds, though you may still have grounds under consumer law if the service is faulty or unfit for purpose.

To request a refund within the 48-hour window, follow these steps:

• If you subscribed via Apple App Store: Request the refund directly from Apple by visiting apple.com/support, selecting your region (New Zealand), and reporting a problem with your subscription. Apple may refund you within three to five business days. Alternatively, contact Runna support at [email protected] with proof of your charge and request a refund from their side.
• If you subscribed via Google Play Store: Request the refund from Google Play by opening the Google Play Store app, selecting your profile, and choosing Play Points or Payments and subscriptions. Report the Runna charge as problematic. Google typically refunds within 48 hours for first-time refund requests.
• If you subscribed via Paddle (web): Email [email protected] with your Paddle transaction ID, the date and amount of your charge, and a clear statement that you are requesting a refund within the 48-hour window. Runna will refund to your original payment method.

In all cases, retain your order confirmation email, payment receipt, and cancellation confirmation as evidence of your entitlement to a refund. Yafee has helped thousands of consumers navigate refund disputes by keeping clear records of these communications.

What happens after you cancel Runna

Cancelling your subscription does not instantly remove your data or delete your account, so it is important to understand what access you retain and what you lose.

Access after cancellation

After you cancel, you keep access to Runna until the end of your current billing cycle. For example, if you pay monthly on the 15th of each month and cancel on the 20th, you keep full Premium access until the 15th of the following month. On that date, your account automatically downgrades to the Free plan.

The Free plan includes basic features such as limited workouts and fundamental progress tracking, but you lose access to personalised coaching plans, advanced analytics, and race-specific workouts available only to Premium subscribers.

Retention of your data and account

Runna retains your account data (training history, workouts completed, device integrations) indefinitely, unless you request full deletion. If you want Runna to permanently delete your account and all associated data, you must submit a formal deletion request to [email protected]. Include your full name, email address, and a clear statement that you request complete account deletion under data protection principles. Runna should respond within 30 days with confirmation that your data has been deleted.

Common mistakes to avoid when cancelling

Cancelling a subscription can be straightforward, but several mistakes often trap consumers and result in unexpected charges or lost refunds.

Cancelling in the app instead of via settings

The most frequent error is looking for a Cancel button inside the Runna app itself. Apple App Store and Google Play subscriptions cannot be cancelled from within the app; you must use your device's Settings (iOS) or the Google Play Store app (Android). Runna's app has no built-in cancellation feature for app store subscriptions. If you only look in Runna and do not find a cancel option, you might assume your cancellation has been processed when it has not.

Missing the 48-hour refund deadline

Runna's 48-hour refund window is strict and non-negotiable under their policy. If you subscribe on Monday at 10 a.m. and request a refund on Wednesday at 11 a.m., you are just outside the window. Once 48 hours have passed, Runna will refuse a refund unless the service is faulty. Mark your cancellation or refund deadline in your phone calendar immediately after subscribing to avoid this trap.

Failing to cancel before the trial ends

Runna offers a 7-day free trial, and you must cancel at least 24 hours before the trial expires to avoid automatic subscription charges. If your trial ends on a Sunday, you should cancel by Saturday at the latest. Many consumers wait until the last moment, forgetting to cancel, and then discover they have been charged for a full month they did not anticipate.

Not saving cancellation confirmations

If a dispute arises regarding your cancellation or refund, you will need proof that you cancelled within the correct timeframe. Screenshots of your confirmation screen, cancellation emails from Apple or Google, and support responses from Runna are all valuable evidence. Do not assume that cancelling leaves a permanent trail in your app; many users later cannot confirm they actually cancelled.

Runna cancellation checklist

Use this checklist to ensure your cancellation is processed correctly and your refund claim (if applicable) is complete.

When to escalate your cancellation or refund

Most Runna cancellations and refunds process without issue, but occasionally you may need to escalate your complaint if Runna refuses to honour your rights.

Escalation steps under consumer law

If Runna denies your refund request despite you being within the 48-hour window, or if you believe the service is faulty and you are entitled to a refund under the Consumer Guarantees Act, you can escalate to the Commerce Commission's Consumer Protection Authority. New Zealand's Commerce Commission has jurisdiction over digital services and subscription disputes, even when the service provider is based overseas (in Runna's case, the UK).

To escalate, contact the Commerce Commission at [email protected] or visit their online complaints portal. Provide the Commission with proof of your subscription charge, your cancellation or refund request email, Runna's response (if any), and any evidence that the service was faulty or did not match the description. The Commission will investigate on your behalf and can direct Runna to refund or cancel your subscription.

Yafee recommends keeping all correspondence with Runna and payment platforms in one folder so you can submit everything to the Commerce Commission if needed. Response times vary, but the Commission typically provides guidance within four to eight weeks.

Runna contact information and cancellation address

Although Runna is a UK-based company, they have no physical mailing address listed for New Zealand customers. Subscription management and cancellations are handled exclusively through the app stores, Paddle, or email.

Contact channels for Runna

Email support: [email protected] (response time: 24 to 48 hours). Include your full name, account email, and subscription platform (Apple, Google Play, or Paddle) in any support request. Yafee recommends this as your first point of contact for refunds, cancellations via web, or service complaints.

Billing disputes or payment issues: If your issue relates to a charge from Paddle, contact Paddle's support at [email protected] with your transaction ID. For Apple App Store charges, visit apple.com/support and submit a report. For Google Play charges, visit play.google.com/support.

New Zealand regulatory escalation: If Runna does not respond or refuses to honour your consumer rights, contact the Commerce Commission at [email protected] or call 0800 943 600.

Final guidance on cancelling Runna

Cancelling Runna is a straightforward process when you follow the correct platform-specific steps and act within key timeframes. iOS users must navigate to Settings and select Subscriptions to cancel via Apple, while Android users access Google Play Store to manage their subscription. Web subscribers contact Runna's support team via email. The 48-hour refund window is your critical deadline; act within this period if you want to recover your full subscription cost, and mark this deadline in your calendar before the trial period begins.

New Zealand law protects you under the Consumer Guarantees Act 1993, which grants you rights beyond Runna's own refund policy. If the app fails to deliver the promised features or service quality, you can request cancellation and a refund regardless of whether Runna's 48-hour window has passed. The Commerce Commission enforces these protections on your behalf if Runna refuses to cooperate.

Yafee has helped thousands of consumers cancel subscriptions with confidence, understanding their legal position, and securing refunds they deserve. Save your cancellation confirmation, retain all payment receipts, and do not hesitate to escalate to the Commerce Commission if Runna disputes your cancellation or refund. Your consumer rights are clear, and Yafee is here to ensure you exercise them fully.