ResolveMyAIHow to get a refund from Runway
Paid Runway for a plan or credits you never got, or got billed after you cancelled? Here's what Runway's own policy says, where to ask, and how to write a request that actually gets handled.
What Runway's refund policy says
Refunds are at Runway's discretion. It may refund a subscription purchased or renewed within the last 30 days that is unused or close to unused (plan terminated when refunded), or a credit purchase within 30 days where the credits are unused, or a plan-choice mistake (e.g. annual instead of monthly) via switching plans. Generation credits are only automatically returned when a generation ends in an error. Apple/Google Play purchases cannot be refunded by Runway. If a suspension appeal is denied, no refund.
How to request it: Help icon in the top-right corner of the Runway app (AI Assistant checks eligibility or escalates to support), or reply to any billing receipt.
Bought it through the Apple App Store or Google Play? Those purchases are refunded through Apple or Google, not Runway directly.
- Runway's official page — “In our discretion, we may provide a refund upon request under the following circumstances”
- Runway's official page — “You purchased or renewed your subscription within the last 30 days”
- Runway's official page — “we are unable to manually initiate a refund for you and do not have control over authorization of one”
- Runway's official page — “Credits are only automatically returned when a generation ends in a generation error.”
Checked against Runway's official pages on 2026-09-29. Policies change; the official page is always the final word.
Where to ask
Help center / support formstart here
https://help.runwayml.com — submit a request (structured ticket system)
Support channels change. If one of these doesn't work, check Runway's own help center.
How to write your request
- Lead with the facts: what you paid, the date, the amount, and the plan or credits you bought.
- Say exactly what you didn't get — the plan never activated, credits are missing, or you were billed after cancelling.
- Include your order or invoice number and any ticket number you already have.
- Ask for one clear outcome: a refund of a specific amount, or the plan/credits applied to your account.
- Keep it calm and short. Organized requests get resolved; angry ones get routed to the back of the line.
If they don't answer
- Reply on the same ticket or email thread instead of starting a new one, so your history stays attached.
- Keep a record of every message and every reply (screenshots help).
- If a week passes with no real answer, send a short, firm follow-up that restates the facts and gives a clear deadline.
Want help with your Runway case?
ResolveMyAI organizes your proof, writes the message in the right format for Runway, and reminds you when to follow up. Free to start, no subscription.
If a platform has banned your account or permanently closed it, ResolveMyAI cannot help you get it reinstated. That isn't a service we offer, and our tools will not draft reinstatement requests or ban appeals. ResolveMyAI is for billing and service problems: money you paid for something you didn't receive. This guide is general self-help information, not legal advice. ResolveMyAI is independent and not affiliated with Runway.