Last updated: April 08, 2026
This Payments & Wallet Policy explains how payments, security deposits, refunds, and wallet balances are managed on Runway Relay for both customers and wardrobe partners.
By using Runway Relay services, you agree to the terms outlined below.
1. Accepted Payment Methods
Runway Relay accepts approved digital payment methods available at checkout, which may include:
- debit cards
- credit cards
- supported digital payment providers
Available payment methods may vary depending on location.
2. Rental Payments
Customers must complete full payment at checkout to confirm a rental order.
Orders are not confirmed until payment has been successfully processed.
Runway Relay reserves the right to cancel unpaid reservations.
3. Security Deposits
Certain garments may require a refundable security deposit.
Security deposits help protect wardrobe partners and cover potential:
- late return charges
- repair costs
- cleaning recovery fees
- replacement value if items are not returned
Deposit amounts are displayed before checkout where applicable.
Deposits are released after garment inspection following return.
4. Deposit Release Timeline
Security deposits are returned after:
- the garment has been successfully returned
- inspection confirms acceptable condition
- no outstanding charges apply
Processing timelines may vary depending on payment provider requirements.
5. Additional Charges
Customers authorize Runway Relay to charge the payment method on file if additional charges arise, including:
- late return fees
- repair costs
- replacement charges
- failed return recovery costs
Customers will be notified where applicable.
6. Refund Processing
a. Approved refunds are issued to the original payment method (where possible).
Runway Relay will initiate refunds within three (3) to five (5) business days of approval.
b. Where a refund is approved by Runway Relay, Runway Relay will initiate the refund to the customer's original payment method within three (3) to five (5) business days of approval. Refunds will be issued to the same payment method used at checkout unless the customer's account is closed or the payment method is no longer valid.
c. Following Runway Relay's initiation of a refund, the time for funds to appear in the customer's account depends on the customer's bank or card issuer. Runway Relay cannot control this timeline and advises that bank processing may take a further five (5) to ten (10) business days.
d. Where Runway Relay cancels a confirmed rental order for any reason attributable to the platform, including garment unavailability, logistics failure not caused by the customer, or platform error, the customer is entitled to a full cash refund to the original payment method. The customer may also elect to receive platform credit in lieu of a cash refund, which will be processed within one (1) business day of approval.
e. In other eligible refund situations, Runway Relay may issue platform credit or customer-elected credit in lieu of a cash refund. Platform credit refunds can be used toward future rentals, are non-transferable, and cannot be converted into cash unless required by law.
7. Platform Credit
Runway Relay may issue platform credit instead of refunds where applicable.
Platform credit:
- can be used toward future rentals
- may have an expiration period where stated
- cannot be transferred to another account
- cannot be exchanged for cash unless required by law
8. Wallet Balances (Customers)
Customers may receive wallet balances through:
- promotional credits
- referral rewards
- approved compensation credits
- adjustment credits issued by support
Wallet balances can be used toward eligible rental transactions.
Wallet balances are considered non-withdrawable platform credits and cannot be redeemed for cash, except where required by applicable law.
9. Supplier Earnings (Influencers & Designers)
Wardrobe partners earn rental income based on the agreed commission structure outlined in their Supplier Terms agreement.
Supplier earnings are calculated after:
- successful rental completion
- garment return confirmation
- inspection clearance
Runway Relay reserves the right to delay payout processing if disputes or garment condition reviews are pending.
10. Supplier Wallet Accounts
Wardrobe partners may receive earnings through their Runway Relay wallet dashboard.
Supplier wallets display:
- completed rental earnings
- pending earnings
- payout eligibility status
- withdrawal requests where available
11. Supplier Payout Timing
Supplier payouts are processed after:
- rental completion
- garment inspection clearance
- return confirmation
Processing timelines may vary depending on:
- payout method
- banking provider
- verification status
Runway Relay reserves the right to adjust payout timelines where operational review is required.
12. Payout Eligibility Conditions
Supplier payouts may be delayed if:
- garments are returned damaged
- garments are returned late
- inspection is pending
- disputes are under review
Payout release occurs once the issue is resolved.
13. Payment Verification
Runway Relay may request additional verification before processing:
- high-value transactions
- wallet withdrawals
- supplier payouts
Verification helps maintain platform security.
14. Chargebacks & Payment Disputes
a. If a chargeback is initiated through a payment provider:
Runway Relay reserves the right to:
- suspend account access
- recover outstanding balances
- restrict future platform use
until the dispute is resolved.
b. Runway Relay acknowledges that customers have the right to raise payment disputes or chargebacks with their bank or card issuer under applicable financial consumer protection rules. The exercise of this right by a customer does not, of itself, constitute a breach of these Terms.
c. Where a chargeback is initiated in respect of a Runway Relay transaction, Runway Relay reserves the right to: (a) pause the customer's ability to make new bookings pending resolution of the chargeback; (b) submit evidence to the payment provider in defence of the charge, where Runway Relay believes the charge was valid; and (c) recover any outstanding balance directly from the customer where the chargeback is resolved in Runway Relay's favour.
d. Where a chargeback is resolved in favour of the customer, Runway Relay will close the matter without further action. Where a chargeback is resolved in favour of Runway Relay, the customer's account access will be reinstated upon payment of any outstanding balance. Where a customer initiates a chargeback in bad faith in respect of a valid and completed rental, Runway Relay reserves the right to permanently restrict platform access.
15. Currency Handling
Transactions are processed in the currency shown at checkout.
Currency availability may vary depending on service location.
International payment providers may apply additional processing fees outside Runway Relay’s control.
16. Policy Updates
Runway Relay may update this policy periodically to reflect operational improvements and payment system updates.
Continued use of the platform confirms acceptance of updated policy changes.
17. Supplier Payout Cycle and Maximum Hold Period
a. Supplier commissions for completed rentals are processed within seven (7) to fourteen (14) business days of rental completion and successful inspection clearance, subject to no pending disputes or compliance reviews affecting the relevant garment or account.
b. Where a payout is held pending resolution of a dispute, damage assessment, or compliance review, Runway Relay will endeavour to resolve the matter and release the payout within thirty (30) calendar days of the hold being applied. Where resolution requires longer than thirty (30) days, Runway Relay will notify the Supplier in writing with a revised release estimate.
c. Payouts are processed to the bank account or payment method registered in the Supplier's dashboard at the time of processing. Suppliers are responsible for ensuring their payout details are accurate and current. Runway Relay is not liable for delays caused by incorrect payout information provided by the Supplier.
d. Payouts will be processed once the Supplier's cleared balance reaches the minimum payout threshold, as stated in the Supplier's Onboarding Letter or as displayed in the Supplier dashboard. Balances below the threshold will be carried forward to the next payout cycle.
18. Contact us:
For any concern you may contact us at:
📩 hello@runwayrelay.net
