Last updated: April 08, 2026

This Cancellation Policy explains how order cancellations are handled on Runway Relay, including refund eligibility based on cancellation timing and order status. Nothing in this Cancellation Policy limits customers’ rights under applicable UAE consumer protection laws, including the right to a refund for items that are not delivered, misdescribed, or defective.

By placing an order on Runway Relay, you agree to the terms outlined below.

1. Cancellation Before Shipment

Customers may cancel their rental order before the item has been prepared for dispatch.

If cancellation occurs before shipment confirmation:

Customers are eligible for a full refund to the original payment method.

2. Cancellation After Shipment Preparation

Once an item has been prepared for shipment, cancellation requests may no longer qualify for a full refund.

Depending on timing, Runway Relay may offer:

• platform credit, or
• partial refund where applicable

Preparation includes:

• garment inspection
• cleaning
• packaging
• courier scheduling

Notwithstanding the above, customers retain their rights under applicable UAE consumer protection laws for cases where the rental item does not meet advertised description or quality standards.

3. Cancellation After Dispatch

If an order has already been dispatched:

the rental is considered active and may not be eligible for cancellation.

Refunds are generally not guaranteed after dispatch. However, customers retain statutory rights to a refund under applicable UAE consumer protection law where the item is damaged, misdescribed, or delivery fails due to platform error.

However, customers may contact support for assistance where exceptional circumstances apply.

4. Same-Day Event Rentals

For rentals scheduled close to the delivery date:

cancellations made within a short notice window before delivery may not qualify for refunds.

This applies especially to:

• urgent bookings
• last-minute reservations
• same-week rentals

This does not limit the customer’s statutory rights under UAE law in the event of non-delivery, defective items, or misrepresentation

5. Platform-Initiated Cancellations

Runway Relay reserves the right to cancel orders if:

• the item fails quality inspection
• the item becomes unavailable
• delivery cannot be completed safely
• unexpected operational issues occur

In these cases, customers will receive either:

• a replacement option, or
• a full refund

6. Incorrect Delivery Information

If cancellation becomes necessary due to incorrect address details provided by the customer:

refund eligibility may be affected depending on order status.

Customers are responsible for providing accurate delivery information.

7. Refund Processing Timeline

Approved refunds will be initiated within three (3) to five (5) business days of approval.

Following initiation, the time for funds to be credited to the customer’s account depends on the relevant bank or payment provider and may take an additional five (5) to ten (10) business days.

Processing timelines may vary depending on:

• payment method
• banking provider
• international processing requirements

Customers will receive confirmation once the refund has been initiated.

8. Platform Credit

Where applicable, Runway Relay may issue platform credit instead of refunds.

Platform credit:

• remains valid for future rentals
• may have an expiration period where stated
• cannot be exchanged for cash unless required by law

Where applicable, platform credit is issued for convenience. However, customers are entitled to a cash refund if mandated under applicable UAE consumer protection law.

9. Repeated Cancellations

Accounts associated with repeated cancellations may be reviewed or restricted at Runway Relay’s discretion.

This helps maintain fairness across wardrobe availability for all users.

10. Exceptional Circumstances

Customers experiencing exceptional situations may contact:

📩 hello@runwayrelay.net

Runway Relay will review requests on a case-by-case basis where appropriate.