Croft

FAQs

My race pack hasn't arrived, what should I do?

Don't worry, you don't need to email us. Posted race packs usually arrive by the Friday before race day. If yours hasn't come by then, go to the registration desk on race day, give your full name (you can show your confirmation on your phone) and the team will give you a race number there.

If you entered after the postal cut-off, your pack won't be posted, just collect it at registration on the day.

Can I get a refund?

Race entries aren't refundable, but if you can't make it you have options:

- **Transfer to another RunThrough event**, £10, at least 5 days before your race (any difference in entry fee applies).
- **Change distance**, £5.
- **Give your place to a friend**, £15.
- **Race credit**, turn your entry into credit with no expiry, for a £5 admin fee.
- **Run it virtually**, complete the distance in your own time and we'll post your medal (£3.50 postage).

Start a transfer or distance change at our transfer portal. If you bought a Flexi package, you can make unlimited changes up to 24 hours before the race.

I can't make my race (injury, illness, a clash), what are my options?

Sorry to hear that. You can:

- **Transfer to another RunThrough event** for £10, do this at least 5 days before your race; any difference in entry fee applies.
- **Switch to race credit** with no expiry, for a £5 admin fee, and use it on a future booking.
- **Change distance** for £5, or **pass your place to a friend** for £15.
- **Run it virtually**, complete the distance whenever and wherever suits you, send us proof and we'll post your medal (£3.50 postage).

Transfers and distance changes start at our transfer portal. For race credit, email info@runthrough.co.uk with your booking reference.

Will my race pack be posted, or do I collect it on the day?

If you received an address-check email from us, your race pack (race number, timing chip and baggage label) is posted to you and should arrive by the Friday before race day.

If you didn't get an address-check email, or you entered after the postal cut-off, nothing is posted: collect your race pack at the registration desk on race day with your full name. All the race information (start times, parking, the event guide) is emailed to you in the week before the race.

It's less than 5 days until my race, can I still transfer?

Within 5 days of the race your race pack, medal and goodies have already been prepared, so we can't transfer the entry to another event. You can still **run it virtually**: complete the distance in your own time (there's no deadline), then email a screenshot from Strava, Garmin or your running app with your postal address to info@runthrough.co.uk and we'll post your medal (£3.50 postage).

How do I change my distance?

You can switch to another distance at the same event for a £5 admin fee. Start the change at our transfer portal; once you've completed the form and paid, we'll update your entry and confirm by email.

My race result is wrong or missing, who do I contact?

Our timing partner, Race Timing Solutions, can fix it. Email results@racetimingsolutions.co.uk and copy in info@runthrough.co.uk, with the event, your race number and your approximate finish time (a screenshot from your watch or running app helps).

Can my race pack be posted to an address outside the UK?

No, race packs are only posted to UK addresses. If you live abroad, collect your race number at the registration desk on race day: give your full name and show your confirmation on your phone.

How do I run my race virtually and get my medal?

Complete the race distance at a time and place that suits you, there's no deadline. Then email info@runthrough.co.uk with proof of your run (a screenshot or photo from Strava, Garmin or any tracking app) and your full postal address, and we'll post your medal (£3.50 postage).

What is race credit and how do I use it?

Race credit is your entry fee held on your account to spend on a future RunThrough booking. It doesn't expire. Converting an entry to credit costs a £5 admin fee, which is taken from the credit. To convert an entry, email info@runthrough.co.uk with your booking reference.

To use it, book your next race with the same email address, the credit is applied automatically at checkout.

I won my age category, do I get a discount code?

Congratulations! Age-category and podium winners are emailed their prize discount code 10 to 14 days after the event. Keep an eye on your spam or junk folder too. If it hasn't arrived after two weeks, email info@runthrough.co.uk with the event and your race number.

2-person Entry - Adding your second Participant

If you have not already added your second participant, please send this link to them. Following this,
please select the distance you have purchased.

Continue to fill out the registration form and when at the 'Team Info' stage make sure to select your team name & enter the team password (this would have been created by the lead participant)