1) Purpose & scope

This policy explains your rights and our approach to refunds, cancellations, returns, exchanges, deferrals and transfers for:

• Event entries (virtual running events including dated events and “Anytime” challenges); and

• Physical goods we send you (e.g., finisher medals, apparel).

Nothing in this policy affects your statutory rights under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“Consumer Contracts Regulations”). Legislation.gov.uk+1

2) Summary at a glance

• Event entries:

  • Anytime challenges (no fixed event date): you can cancel within 14 days of purchase if you haven’t asked us to start supplying the service (for example by starting the challenge or submitting evidence). If you ask us to begin within those 14 days and we fully perform the service, the statutory cancellation right ends. 

  • Dated events (a specific date or performance window): the statutory 14-day cooling-off right may not apply.   Legislation.gov.uk

• Physical goods (e.g., medals/apparel): you can cancel within 14 days of delivery for change-of-mind returns, then have another 14 days to send items back. We refund the item price and standard UK delivery (not any premium delivery paid). You pay return postage unless we’re at fault. GOV.UK+2GOV.UK+2

• Faulty or not-as-described goods: you have strong rights to a repair, replacement or refund (including a 30-day short-term right to reject). Legislation.gov.uk

• Refund timing: once eligible, we refund within 14 days. Legislation.gov.uk

3) Definitions

• “Event Entry” – your paid place in a virtual event (dated or “Anytime”).

• “Goods” – any physical products we dispatch (e.g., medals, apparel).

• “Started” – you asked us to begin supplying the service or you began participation (for example: starting your challenge in our system, accessing event materials provided as part of the service, or submitting evidence).

• “Evidence” – proof of completion (e.g., app screenshot, device data).

4) Contact us

Email: support@the-running-bug.com
Returns address: 70 Waterloo Grove, Pudsey, Leeds, LS28 7PS, UK

When you contact us, please include your order number, full name, and a brief summary of your request (refund / return / deferral / other).

5) Prices & currency

All prices and refunds are processed in GBP (£) to your original payment method. International customers acknowledge any exchange-rate differences or bank fees are outside our control.

6) Your statutory cancellation rights (distance sales)

6.1 Services with no fixed date (e.g., an “Anytime” challenge)

If you buy an Event Entry that is not tied to a specific date or period, you have 14 days from the day after purchase to cancel for any reason (the “cooling-off period”) provided we have not fully performed the service and you did not ask us to start supplying it before the 14 days end. If you asked us to start and we have partially supplied the service, we may deduct a proportionate amount for what has been provided. Legislation.gov.uk

7) Our goodwill (on top of your legal rights)

Beyond your statutory rights, we aim to be runner-friendly:

• Change of mind (Event Entries) within 7 days of purchase: if you haven’t received your medal, we will offer to send a replacement free of charge. Should you not receive the replacement, or are unhappy with our service, we will refund in full as a gesture of goodwill.

• If a medal has already been dispatched, then you decide to cancel your order, then you’ll need to return it unused for a refund (you cover the return postage unless we’re at fault).

• If the medal is damaged, we require photos of the medal before we can issue a refund. 

(This goodwill sits alongside your legal rights set out above.)

8) Returns of goods (change-of-mind)

For eligible items bought at distance (e.g., apparel):

• Tell us within 14 days of delivery that you are dissatisfied and provide a valid reason. 

• Return costs: you pay the return postage unless the item is faulty, damaged or we failed to tell you you’d have to pay; please obtain proof of postage.

• Delivery refund: we refund partial or full amount of the order. The refund will be processed on the payment method originally made to book onto the race. 

9) Faulty, damaged or not-as-described goods

If your medal or apparel is faulty, damaged or not as described, you are entitled to remedies under the Consumer Rights Act 2015, including a repair or replacement, or a refund where appropriate. You also have a 30-day short-term right to reject faulty goods for a full refund. Contact us promptly and include photos of the issue; we’ll provide a prepaid label when we request a return for a fault. Legislation.gov.uk

10) Deferrals, transfers & substitutions (entries)

• Deferrals: if you cannot complete a challenge, contact us. We will be able to make alternative suggestions such as allowing you to complete the race on a different date. Where possible we’ll defer you once to a comparable event (subject to availability).

• Transfers: we don’t routinely allow name transfers for safeguarding/results integrity reasons, but we may approve a transfer at our discretion—please email support.

• Distance changes: if available, you may switch to another distance. If the replacement is cheaper, we issue a partial refund for the difference; if it’s more expensive, you pay the difference.

(These options are discretionary and do not limit your statutory rights.)

11) Evidence & medal dispatch

• Evidence submission instructions are stated on the product pages, on our FAQ pages. and on emails. 

• Medal dispatch usually happens after an event has concluded. Evidence is required to be submitted and approved unless stated otherwise. If you cancel after the medal has been dispatched,  you must return it (unused) if a refund is due.

• Our submission form on our website to send evidence is safe and secure. The required fields are your name, race entered, email address and file attachment. Your personal details are not shared. 

12) Shipping, delivery & lost items

• We ship across the UK and to many international destinations. International customers are responsible for any local duties or taxes.

• Please ensure your delivery address is correct at checkout. We cannot refund items shipped to an incorrect address supplied by you.

• If your parcel hasn’t arrived within the stated timeframe, contact us within 30 days of dispatch; we’ll investigate with the carrier and replace or refund where appropriate.

13) How to cancel or request a return/deferral

1. Email info@the-running-bug.com with subject “Refund/Return/Deferral – Order #xxxx”.

2. Tell us whether you want to cancel, return, defer or transfer, and the reason.

3. We’ll confirm once processed. Refunds are to the original payment method in GBP (£).

4. Refund timing:

   • Services: within 14 days of your valid cancellation (or of our agreement where goodwill applies).

   • Goods: within 14 days of receiving the goods back or your proof of sending, whichever is earlier. Standard delivery is refunded where applicable. Legislation.gov.uk+1

14) Processing times & method

We aim to process eligible refunds within 14 days. Funds may take additional time to show in your account depending on your bank or payment provider. Refunds are issued to the original payment method in GBP (£). Legislation.gov.uk

15) Event changes or cancellation by us

If we amend, postpone or cancel an event for reasons beyond our reasonable control, we will offer:

• a free deferral to a comparable event; or

• conversion to a suitable Anytime challenge; or

• a refund where neither is reasonable.

16) Complaints

If you’re unhappy with our response, please reply to the same thread so a senior team member can review. This does not affect your right to seek independent advice (e.g., Citizens Advice) or legal remedies under the Consumer Rights Act 2015 and Consumer Contracts Regulations. Citizens Advice

17) Changes to this policy

We may update this policy from time to time. The version and effective date appear at the top of the page.

Legal references (key provisions)

• Consumer Contracts Regulations 2013: right to cancel distance contracts; leisure-services exception (Reg 28); refund timing & delivery cost (standard only) (Reg 34); consumer bears return costs unless told otherwise & 14-day return deadline (Reg 35); starting/fully performing services within the cooling-off period (Reg 36). Legislation.gov.uk+3Legislation.gov.uk+3Legislation.gov.uk+3

• Consumer Rights Act 2015: remedies for faulty goods and 30-day short-term right to reject; repair/replacement; price reduction/final right to reject. Legislation.gov.uk+1