Support

This is where to get help with PACKRUN.

Contact us

For general support and account questions, email hello@packrun.run. We aim to respond within two working days.

How do I enter a race?

Browse or search races in the app, open the race you want, and follow the booking steps. You pay in the app and your entry is confirmed with the race organiser. Where the organiser has specific terms for their event, you’ll be asked to agree to them before completing your booking.

What is the platform fee and why is it charged?

The entry price goes to the race organiser in full, and PACKRUN adds a 6% platform fee, shown at checkout before you pay. The fee is how we fund the platform — there are no hidden charges.

How do refunds and cancellations work?

Race entries are subject to the race organiser’s own event terms, which you agree to when booking — cancellations and refunds for an event are handled in accordance with those terms. If an event is cancelled, the organiser will inform you and the cancellation will be handled under the applicable event terms. If you need help with a refund request, contact us at hello@packrun.run.

How do I manage or cancel my membership?

Runner+ and PRO memberships are purchased through your app store. To manage or cancel, use the subscription settings of the app store you used to download the app (Apple App Store or Google Play Store). You also have a statutory right to cancel a paid subscription up to 14 days after purchase (or, for annual subscriptions, up to 14 days after each renewal), as set out in our Terms of Service.

How does the race itinerary work?

Your race itinerary brings your whole race trip together in one timeline. Travel, accommodation, transport and recovery options are booked with partner providers and saved to your race itinerary, alongside your race entry — one timeline for everything, with each booking made with the relevant provider.

Who do I contact about a problem with a race?

If your question is about the event itself, contact the race organiser — their contact details are in the event terms you agreed to when booking. If the app is faulty or you have any other problem using it, email us at hello@packrun.run.

How do I delete my account?

See our account and data deletion page for how to delete your account and what happens to your data.

For more detail on how we look after you and your data, see our Privacy Notice, Terms of Service and Cookies Notice.