Refund & Cancellation Policy

No charges apply

The Runway platform is free of charge for startup founders. There is nothing to refund for free plan accounts. This policy applies only to paid subscription plans purchased by investors, accelerators, and incubators.

Who is charged

Paid plans are available to investors, venture capitalists, angel investors, accelerators, incubators, and other institutional users who require advanced portfolio management, cohort management, risk dashboards, LP report generation, or other Pro features.

Billing cycle

Subscriptions are billed either monthly or annually, in advance. The billing period begins on the date your first payment is successfully processed. Subsequent billing dates fall on the same calendar date each month or year.

Automatic renewal

Subscriptions renew automatically at the end of each billing period at the then-current price. You will receive an email reminder at least 7 days before each renewal. You may cancel at any time before the renewal date to avoid being charged for the next period.

How to cancel

You may cancel your subscription at any time by navigating to Settings → Billing within your Runway dashboard, or by emailing us at support@lvl1accelerator.com with the subject line "Cancel Subscription".

Effect of cancellation

Cancellation takes effect at the end of your current billing period. You retain full access to your paid features until then — we do not cut off access mid-period. After the period ends, your account reverts to the free plan.

Data retention after cancellation

Your account data (portfolio companies, cohorts, reports) is retained for 90 days after cancellation in case you wish to resubscribe. After 90 days of inactivity on the paid plan, data associated with Pro features may be archived.

General rule — no refunds for used periods

We do not provide refunds for subscription fees already paid for a period during which you had access to the service, regardless of whether you used the features during that period.

Refunds within 7 days of first payment

If you subscribed for the first time and have not used the paid features (portfolio additions, cohort creation, risk dashboard, LP report generation), you may request a full refund within 7 calendar days of your first payment. Refund requests after 7 days are not eligible, regardless of use.

Duplicate charges

If you were charged more than once for the same billing period due to a technical error, we will refund the duplicate charge in full within 5 business days of verification.

Service outages

If the paid service is unavailable for more than 72 consecutive hours due to reasons within our control, you may request a pro-rata credit for the affected period. This credit will be applied to your next billing cycle. Credits are not redeemable for cash.

Annual plans — change of mind

For annual subscriptions, if you cancel within 30 days of the annual renewal and have not used any Pro features during the new annual period, we will refund the unused portion of the annual fee (prorated from the date of your cancellation request, minus a processing fee of ₹499).

No refunds in other circumstances

Except as described above, all subscription fees are non-refundable. This includes (but is not limited to): dissatisfaction with the service after the 7-day window, failure to cancel before an automatic renewal, or partial use of a billing period.

Step 1 — Email us

Send an email to support@lvl1accelerator.com with the subject line "Refund Request — [your registered email]". Include: your registered email address, the Razorpay payment ID (visible in your billing history under Settings → Billing), the reason for the refund request, and the date of the payment.

Step 2 — Verification

We will review your request within 3 business days and confirm eligibility. We may ask for additional information to verify your identity and the transaction.

Step 3 — Processing

Approved refunds are processed via the original payment method through Razorpay. Refunds typically appear in your account within 5–10 business days, depending on your bank or card issuer. We have no control over the time your bank takes to process the credit after we initiate the refund.

We encourage you to contact us at support@lvl1accelerator.com before initiating a chargeback with your bank or card issuer. Chargebacks filed without first contacting us may result in the immediate suspension of your account and may affect your ability to use the platform in the future. We will respond to any chargeback dispute with full documentation of the subscription agreement and service delivery.

All payments are processed by Razorpay Software Private Limited ("Razorpay"), a PCI-DSS Level 1 certified payment gateway. Runway / lvl1 Accelerator does not store your card details, UPI credentials, or any sensitive payment information. Razorpay's own terms and privacy policy apply to the payment processing transaction. For issues with the payment itself (declined transactions, gateway errors), contact Razorpay support at razorpay.com/support.

We may update this Refund & Cancellation Policy from time to time. Material changes will be notified by email at least 14 days before taking effect. Continued use of the paid service after changes take effect constitutes acceptance of the revised policy.

For refund requests, billing questions, or any other queries related to this policy, please contact us at: support@lvl1accelerator.com | lvl1 Accelerator, Chennai, Tamil Nadu, India. We aim to respond to all billing-related emails within 2 business days.