Runway Reviews, Complaints & Contacts

Contacts & Login

EmailAddress

• Official websiterunway.com ↗

Customer service & general contact

• Help Centerhelp.runwayml.com/hc/en-us ↗

Cancel, billing & returns

• Plans and billing pageapp.runwayml.com/settings/billing ↗

Privacy requests

• Privacy requests (privacy policy)[email protected]

Other contacts

• Copyright notices (Terms section 12)[email protected]

Locations

• Headquarters79 Walker St Fl 5 New York NY 10013
• Mailing address800 North State Street Suite 304 Dover DE 19901

Is Runway Legitimate?

BBB, Trustpilot

Legal name

Runway AI, Inc.

Business type

AI video and image generation subscription service operated by Runway AI, Inc., with the BBB-listed address in New York, NY; plans are managed at runway.com and app.runwayml.com

Website

runway.comSource: Terms of Use page on runway.com, checked 2026-10-21

Headquarters

New York, NYSource: Address listed on the BBB profile for Runway AI, Inc., checked 2026-10-21

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Complaint record: BBB and Trustpilot

BBB (profile 'Runway', Runway AI, Inc., New York, NY), as displayed on 2026-10-21: not BBB accredited; BBB Rating F. BBB lists as reasons for the rating 'Failure to respond to 14 complaint(s) filed against business' and '30 complaint(s) filed against business.' The complaints tab shows 30 complaints in the last 3 years and 22 in the last 12 months. The reviews tab shows an average of 1 customer review at 1 out of 5 stars. BBB page data gives a file-opened date of 2024-09-06.

Trustpilot (runwayml.com), as displayed on 2026-10-21: 1.2 from 367 reviews, 208 of them in the last 12 months according to the page data; the star bars show 93 percent one-star and 1 percent five-star. The profile is shown as unclaimed, with the notices 'No history of asking for reviews' and 'This company hasn't invited their customers, so reviews may not be representative.' Trustpilot also shows an AI-generated summary of recent reviews; we do not reproduce it and have not counted themes ourselves. Reviews are consumers' statements and Trustpilot says it does not fact-check them.

These two sources are shown separately and are not added together. Neither measures how many customers are satisfied. Trustpilot also has a separate, unclaimed listing for runway.com, showing 2.3 ('Poor') from 7 reviews as displayed on 2026-10-21 (page data: 6 reviews in the last 12 months); it is shown apart from the runwayml.com listing and is not combined with it. This site has no archive complaints about Runway AI, Inc. (0 approved posts) as of 2026-10-21; earlier posts that contain the word 'runway' concern unrelated businesses.

Runway complaints: cancel, refund, credits and billing

This page was checked on 2026-10-21 against Runway's own Terms of Use (last updated September 15, 2026), its Help Center (help.runwayml.com), BBB and Trustpilot. Runway is a subscription and credit-based service; the steps on this page are quoted or paraphrased from the company's pages, and the BBB and Trustpilot figures are in the complaint-record section.

• Cancel. The Help Center article 'Managing your subscription' says you can cancel at any time by downgrading to a Free plan, and that after cancellation 'you keep access to paid features until the end of your current billing cycle.
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  The subscription will not renew.' The article 'Why was I charged after cancelling my subscription?' (updated 2026-05-07) says 'Runway's cancellation flow has two steps: experience feedback and the cancellation itself,' and lists these actions: go to the billing page (app.runwayml.com/settings/billing), click Cancel plan, give feedback and select 'Continue to cancel plan', then click 'Confirm cancellation' in Stripe. It says the subscription 'isn't cancelled until step 3 is complete and Stripe returns the cancellation confirmation,' and that if you stopped before the Stripe confirmation the subscription 'remained active and renewed as scheduled.' It also says deleting your account does not cancel the subscription, because the Stripe subscription exists independently of the Runway account. The same article lists two workspace causes of unexpected charges: a workspace owner's workspace 'may have its own subscription that bills independently from your personal plan,' and 'All members added with Admin or Editor roles are subject to an additional charge upon invitation.' 'Managing your subscription' (updated 2026-10-17) also says that 'When you downgrade mid-cycle, the unused balance is applied as a credit toward your next billing cycle.'

• Automatic renewal. The Help Center says 'Both monthly and annual subscriptions renew automatically.' Terms section 8.4 says that if you buy a subscription the company 'will automatically charge your payment method each renewal period' until you cancel, that trial or promotional rates end and the subscription then renews at the then-current fee, and that 'we do not provide price protection or refunds in the event of a price drop or promotional offering.' It adds: 'To cancel and avoid being charged the full rate, you must notify us before the discount or promotional period ends.'
• Refund. The article 'Requesting a refund for your plan or payment' says that 'in our discretion' Runway may provide a refund on request if you purchased or renewed a subscription within the last 30 days and it is 'unused, or close to unused (as determined by Runway in its discretion)'; if you made a purchase of credits within the past 30 days and the credits have not yet been used; or if you signed up for a different plan than you intended (for example annual instead of monthly), in which case you can switch plans and receive a refund of the difference. The quickest route, per the article, is the AI assistant under the help icon on the Plans and Billing page, which checks eligibility and 'passes' cases it cannot resolve to the support team. Terms section 8.5 says fees 'are non-refundable' except as stated in the Terms or required by law, and that if a refund is granted 'your subscription to the Services will be terminated as soon as the refund is initiated.' The refund article adds that if a suspension appeal is denied, 'your plan will be canceled and you will not receive a refund,' and that when a refund is granted, 'the feature access included with the previous plan, including any unused plan credits, is immediately lost and the account is downgraded to free.' A second company article, 'Why was I charged after cancelling my subscription?' (updated 2026-05-07), words credit purchases differently: 'You're generally not eligible if you've used a significant portion of your credits, or if the charge is for a one-time credit purchase.' We show both statements as published and do not reconcile them. Terms section 8.5 also says: 'If we are unable to refund money to your original payment method ... we reserve the right to refund via other means (such as check, gift card or digital credit) in our sole discretion.'
• Apple or Google Play purchases. The refund article says Runway cannot manually initiate or authorize refunds for purchases made through Apple or Google Play and points to Apple's and Google's own refund requests.
• Credits. The article 'Can I have credits refunded?' (updated 2026-09-24) says credits 'are only automatically returned when a generation ends in a generation error,' and that if a generation completes, even if the result is unsatisfactory, 'credits are consumed and cannot be automatically reinstated.' 'Managing your subscription' (updated 2026-10-17) says: 'Plan credits reset within 24 hours of your billing day. On Max and Team, up to one month of unused credits rolls over; on Standard and Pro plans, unused credits don't carry over. Purchased credits never expire.'
• Unlimited plan change. The article 'Unlimited plan is switching to Max' (updated August 27, 2026) says a Max plan was rolled out on June 1, that the Unlimited plan is being phased out in favour of a credit-based model, and that Unlimited access for eligible legacy Unlimited subscriptions was extended through November 30, 2026.
• Getting help. The Help Center says billing, refund and account questions go through the AI assistant from the help icon on the Plans and Billing page (profile icon, Plans and Billing, help icon), which hands anything else to the support team.
• If the company does not resolve it. You can file with BBB, the FTC (reportfraud.ftc.gov) or your state attorney general, and a card issuer or payment-app provider has its own dispute process. Terms section 16 contains an arbitration agreement with a 30-day opt-out window (see the legitimacy section).

Court cases: copyright suits over video-model training

Court records

The cases on this page concern copyright claims about how Runway's video models were trained, not consumer billing. They are allegations. Sources are CourtListener dockets and the consolidated complaint, read on 2026-10-21. Runway's legal arguments are not stated beyond the docket entries.

Court & Public Records

Who operates Runway

The Terms of Use Agreement (last updated September 15, 2026) says the websites and Services 'are controlled by' Runway AI, Inc. (the 'Company'). The Privacy Policy (effective May 11, 2026) is also issued by Runway AI, Inc. BBB lists Runway AI, Inc. in the category Artificial Intelligence at 79 Walker St Fl 5, New York, NY 10013-3981, with Cristóbal Valenzuela, CEO, as business management. BBB's page data gives an incorporation date of 2018-10-29, a business-start date of 2021-10-06 and a BBB file-opened date of 2024-09-06; BBB does not say what the business-start date represents, so we do not treat it as the date the product launched.

Section 4.4 of the Terms ('User Inputs and Outputs') says: 'The Company does not claim ownership of any of your Inputs or Outputs.' It says the Company does not restrict your commercial use of Outputs subject to your compliance with the Agreement, that 'Inputs and Outputs may be used by the Company to train and improve its AI models, algorithms and related technology, products and services,' and it grants the Company a 'non-exclusive, irrevocable, perpetual, worldwide, royalty-free, fully paid, transferable, sublicensable right and license' to use Inputs and Outputs for those purposes. Section 4.3 says: 'Subject to any applicable account settings that you select, you grant Company a fully paid, royalty-free, perpetual, irrevocable, worldwide, non-exclusive and fully sublicensable right (including any moral rights) and license to host, use, license, distribute, reproduce, modify, adapt, publicly perform, and publicly display ... Your Content' for operating and providing the Services. The Terms also say the Services are 'offered by Company from its facilities in the United States' and that New York law governs (section 18.6).

The company's website moved from runwayml.com to runway.com; the Help Center, the app and the privacy and copyright e-mail addresses still use runwayml.com domains.

Frequently Asked Questions