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Refund Policy

Last updated: March 7, 2026

1. Overview

This Refund Policy applies to all paid transactions on the runway.ph platform (the “Platform”), including subscription payments and credit purchases. We want you to be satisfied with our service, and we offer refunds under the conditions described below.

2. Subscription Refunds

You may request a full refund of your subscription payment if both of the following conditions are met:

  1. Timing — the refund request is made within 7 calendar days of the payment date.
  2. No premium usage — you have not used any premium (PAID-tier) features since the payment was processed, including but not limited to:
    • Viewing full model identities or contact details (for agents)
    • Sending or initiating messages to other users
    • Posting casting calls
    • Accessing premium profile viewers data
    • Using premium portfolio features or templates
    • Any other feature restricted to the PAID tier

If both conditions are satisfied, you are eligible for a full refund of the subscription amount.

3. Credit Refunds

Credits purchased through the manual payment system (proof-of-payment upload) may be refunded if the refund is requested before the credits are applied to your account. Once credits have been approved by an administrator and added to your balance, they are non-refundable. Promotional credits granted at registration are non-refundable.

4. Non-Refundable Situations

Refunds will not be granted in the following cases:

  • More than 7 calendar days have passed since the payment date.
  • Any premium feature has been used after the payment was processed.
  • The payment was made with promotional credits or a special promotional discount.
  • The account has been suspended or terminated for violations of our Terms of Use.
  • The refund request is for a booking, casting call, or transaction between users (runway.ph is a marketplace and does not mediate user-to-user payments).

5. How to Request a Refund

To request a refund:

  1. Log in to your account and go to Dashboard > Support.
  2. Create a new support ticket with the subject line “Refund Request”.
  3. Include your payment date, payment method (GCash, Maya, card, PayPal, or manual transfer), and reason for the refund request.
  4. Our support team will verify your eligibility and respond within 24 hours.

6. Refund Processing

Once your refund is approved:

  • PayMongo payments (GCash, Maya, Visa, Mastercard) — the refund is processed through PayMongo and returned to your original payment method within 5 to 7 business days.
  • PayPal payments — the refund is returned to your PayPal account within 5 to 7 business days.
  • Manual payments (bank transfer, GCash transfer) — refunds are processed manually. We will coordinate the return through the same channel or an alternative agreed upon with you.

Your account will revert to the FREE tier immediately upon refund approval. Any premium features activated during the subscription period will be deactivated.

7. Subscription Expiry

Subscriptions on runway.ph do not auto-renew. When your subscription period ends, your account automatically reverts to the FREE tier. There is no charge upon expiry. If you wish to continue with premium features, you may purchase a new subscription at any time.

8. Disputes

If you believe your refund was incorrectly denied, you may respond to your support ticket with additional details. Our team will re-review your case. For unresolved disputes, you may contact us directly at [email protected].

9. Changes to This Policy

We may update this Refund Policy from time to time. When we do, we will revise the “Last updated” date at the top of this page. The policy in effect at the time of your payment applies to that transaction.

10. Contact

For refund inquiries, contact us at [email protected] or through the support ticket system in your dashboard.

For our full terms, see our Terms of Use. For information about data handling, see our Privacy Policy.