Frequently asked questions

Frequently Asked Questions

Last updated: 5 September 2026. This page replaces the FAQ dated 5 November 2018.

Straight answers to the questions people actually ask. Where an answer touches money, the binding text is our Terms of Use and our Refund and Cancellation Policy; where it touches personal data, our Privacy Policy. Nothing here overrides those documents, and nothing here is meant to be cleverer than they are.

Joining and using the site

Is AnnaBrides free?

Joining is free, and a great deal of the site is free. Free of charge: creating an account and filling in your profile, browsing the members gallery, reading full profiles, using search, watching free video introductions, the members feed, likes and favourites, and reading every letter you receive. Nothing on that list is charged later.

Some actions cost credits: sending a letter, live chat, video calls, unlocking paid photos, videos and posts, and sending gifts. What each of them costs is on the pricing page and is shown again before you spend anything.

Who can register?

Adults only — 18 or over, or the age of majority where you live if that is higher. Your profile must be about you: your own photographs and reasonably accurate information. Do not create extra accounts to get round limits or enforcement, and accounts cannot be sold or transferred.

Do women pay?

No. Letters, live chat, video calls and gifts are charged to the man's balance.

Credits, prices and paying

What are credits?

Credits are the site's prepaid usage units. You buy them in a package with a single payment, and you spend them on the site: on letters, chat minutes, call minutes, unlocking paid content and gifts.

Credits are not money, not a deposit and not electronic money. They have no value outside the site, cannot be transferred to another member, and cannot be exchanged for cash except where a refund is due under our Refund and Cancellation Policy or applicable law.

Do credits expire?

Credits you have paid for do not expire, unless a particular package is clearly sold with a stated validity period before you pay. They stay on your balance until you spend them, and there is no inactivity charge. Bonus credits are different — see below.

What does everything cost?

Every paid action has a price in credits, listed on the pricing page and shown again before you act. A letter costs the same whether it is three lines or three pages. Live chat and video calls are charged per minute, and only while the conversation is open. If you hold a paid membership level your prices are lower, and those prices are on your membership page: you are never charged more than the figure you were shown, and where your level makes something cheaper, the lower amount is what is taken.

How do I pay, and what will my bank statement say?

On the website, payments are handled by our payment provider CentroBill: your card details are entered on their secure page and we never see or store your full card number. On your statement the charge appears as centrohelp.com, not as AnnaBrides. If you do not recognise a charge, please write to us before contacting your bank — we can usually resolve it faster. CentroBill's own cardholder support site is centrohelp.eu.

In our Android application, purchases are handled by Google Play and appear on your Google Play account. Prices in the application may differ from the prices on the website, because the store's own fees are included in them.

Is there a subscription? Will I be charged again automatically?

Not on this website. Every purchase you make here is a single, one-off purchase that you start yourself. There is no automatically renewing subscription, no recurring charge, no free trial that turns into a paid plan, and no automatic top-up of your balance. We do not keep your card in order to charge it again.

Because nothing runs in the background, there is nothing here to cancel. If you want another month of a membership level, you buy it yourself; if you do not, it simply ends.

The Android application is different, and this is the one place where the two really do differ. A membership level bought inside the app is a Google Play subscription: it renews automatically every month, and the payment method on your Google account is charged again, until you cancel it. Credits bought in the app are still one-off purchases.

What are bonus credits?

Bonus credits are credits we add to your balance free of charge — with a package, as part of a promotion, or for an optional account action such as confirming your phone number. They work like ordinary credits while they last, with three differences:

• They are spent first, before the credits you paid for.
• They expire. Bonus credits that you have not spent within 24 hours of their being added are removed automatically. Credits you paid for are not affected.
• They are limited per member. Within a period, bonus credits pay for only so much with any one woman — on the date at the top of this page, three minutes of live communication, one letter, and three credits' worth of gifts and paid content each day. When that runs out nothing is blocked and no conversation is cut off: the same action simply costs your ordinary credits at your usual price.

Bonus credits were not paid for, so they are never refunded in money.

Membership levels

What is a membership level, and what does it change?

A membership level is a month of a level. On this website you pay once, for that one month; in the Android application the same level is a Google Play subscription that renews every month until you cancel it. Either way, while it runs it changes what your credits buy:

• what one letter, one chat minute or one call minute costs you in credits;
• the discounts that apply to those prices and to gifts;
• how many of those actions each calendar month cost no credits at all;
• how much of that free allowance can go to any one woman.

Everything your level does is listed on your membership page, with the figures, before you buy, and what each level costs on this website is on the pricing page without signing in.

What does a level not do?

It does not add credits to your balance, and buying credits does not change your level: a level changes the price of what you do, credits are what you do it with. It does not change how your profile is shown to other people, does not move you up any list, and does not get you attention, replies or a result. It does not give you access to people — profiles are open to everyone.

Does a level renew? What happens when the month ends?

A level bought on this website does not renew. On the date and time shown on your membership page your account returns to the free level, and nothing is charged for that. Your credits, your letters, your contacts and your profile are untouched. Free allowances that came with the level belong to that month and do not carry over.

A level bought in the Android application does renew, every month, until you cancel it. See the next answer.

How do I cancel a membership bought in the Android app?

In your Google account, not here — and we cannot cancel it for you. In the application, the membership screen has a link that opens the subscription directly. In the Google Play app: tap your profile picture, then Payments and subscriptions → Subscriptions → AnnaBrides → Cancel subscription. Do it at least 24 hours before the renewal date; a later cancellation may not stop that renewal.

Deleting the application does not cancel the subscription. Cancelling is not a refund: the month you have already paid for runs to its end, and your account then returns to the free level. Refunds for anything bought through Google Play are asked of Google Play, from your order history, because the money never passes through us. The full terms are on the app subscription terms page, and purchases made on the website are covered by the Refund and Cancellation Policy instead.

Can I move up or down?

You can move up to a higher level at any time. The checkout screen shows the price of the new month, the credit for the days you have not used, and the exact amount to be charged, before you confirm. Moving down while a paid month is running is not possible — it would mean giving up days you have already paid for. When the month ends, every level is available again, including a lower one.

Letters, chat and calls

Do I pay to read letters?

No. Reading every letter you receive is free, including every reply. You pay to send.

I sent a letter and got no answer. Can I have the credits back?

No. The charge is for sending the letter, and the letter was delivered to her mailbox. We cannot promise that anyone will write back, and we say that plainly rather than hiding it. What we can say is that replies cost you nothing: you are never charged for a letter you receive.

If a fault on our side took credits for a letter that was not in fact sent, that is our mistake and we will put it right.

How is live chat charged, exactly?

Per minute, while the session is open, and only whole minutes are charged — a minute that has started but not finished is not charged at all. The price of a minute is fixed when the conversation opens and does not change part-way through. A video call has its own, separate per-minute price.

Am I charged twice if I write during a video call?

No. Messages you type during a video call are free. The call is charged per minute and what you write over it is not charged on top of it. When the call ends, that free chat session ends with it; if you keep writing afterwards, a new ordinary chat session opens and you are asked about credits before it starts.

Why did my chat close on its own?

A live session closes automatically after about a minute without a message from you — that is deliberate, so the meter stops when the conversation has actually stopped. The unfinished minute is not charged. It also closes if your balance will not cover the next minute; you are both told, and a video call is ended at the same time. Nothing is lost: your messages stay where they were, and writing again simply opens a new session.

What happens when my credits run out?

Paid actions stop until you buy more. Everything else keeps working — your mailbox, your letters, your contacts, the gallery — and your account is not touched.

Gifts

What can I send, and can it be taken back?

Stickers and virtual gifts, sent inside the site. They arrive instantly; some stickers are free and the rest cost credits, and a paid membership level gives a discount. Everything on this site is virtual — we do not sell or deliver physical goods.

A gift cannot be recalled or refunded once sent — it is delivered the moment you send it. If a technical fault on our side took credits for a gift that never arrived, tell us and the credits come back. The full position is in our Refund and Cancellation Policy.

Refunds and charges

How do I ask for a refund?

Email support@annabrides.com from the address on your account with the date and amount of the payment, the last four digits of the card (never the full number) and what happened. We aim to acknowledge during European business hours, normally within one working day, and to give an answer within 5 working days.

Consumers in the UK, the EU and the EEA have a 14-day right to change their mind, set out in the Refund and Cancellation Policy. Credits already spent on letters that were sent, conversations that took place, content that was unlocked or gifts that were sent are normally not refundable; duplicate charges, charges you did not authorise and faults on our side are.

Will asking for a refund get my account closed?

No. We will not restrict, degrade, suspend or close an account because someone made a good-faith refund request or disputed a charge with their bank, and we will not put anyone on a blacklist for it.

Safety, and who you are talking to

Are the profiles real people?

Yes — every profile belongs to an adult who registered it. A moderator reviews every new women's profile and can take it down — some before the profile appears, the rest once it is live — and a profile that turns out to be false is removed; a man's account is active as soon as he registers. If you want stronger confirmation of who is on the other side, ask for a video call inside the site — it is the fastest way to see and hear her yourself. What we check and what we do not is on the profile verification page.

Someone asked me for money. What should I do?

Do not send it, and report the profile. There is no feature on this site for sending money to a member, and a gift is a virtual item on the site, never cash. A request for money, cryptocurrency, a payment on someone's behalf, or help with a transfer is never legitimate here, whatever reason is given — an emergency, a visa, a ticket, a sick relative. The same goes for anyone who very quickly wants to move the conversation to an outside messenger. Our dating safety guide goes through this in more detail.

How do I block someone?

From her profile, from a conversation, or from the safety menu on her card in the list — in the Android application and on the website alike. Blocking works in both directions: while it is in place neither of you can write to, call or see the other. Everyone you have blocked is listed in your settings, and you can undo it there at any time. A letter to someone you have blocked, or who has blocked you, is not sent and you are not charged for it.

How do I report a profile or a message?

Use the report control on the profile, in the conversation, or on her card in the list — in the Android application and on the website alike — and pick a reason: a scam, harassment, a fake profile, inappropriate content, someone who may be under 18, or anything else you want to describe. It goes to our moderators. Reporting costs nothing, and the member is not told who reported her. Reports about someone who may be under 18 are put in front of the other reports in the queue. If you believe someone is in danger, or the matter involves a child, contact your local authorities as well, and write to us so that we can act quickly.

What is not allowed on the site?

The full list is in section 10 of our Terms of Use. The short version: no pretending to be someone else, no asking members for money, no harassment or threats, no pornographic or sexually explicit material and nothing at all involving a person under 18, no exchanging contact details in letters or chat, no advertising or spam, and no bots or scraping. Breaking these rules can get an account restricted or closed.

Your account and your data

How do I delete my account?

In our Android application you can delete your account from the account screen. On the website, email support@annabrides.com from the address on your account with the subject Account Deletion Request; the delete-account page has the details. Do not send your password or full card number by email.

Deletion removes or anonymises your profile, photographs, videos, messages and account activity. Some records must be kept — payment and tax records, and information needed for refunds, disputes, fraud prevention, safety and legal obligations. Deleted data may remain in protected backups until those backups expire. Deleting an account does not by itself create or cancel a refund right: if you want both, say so in the same message.

What do you do with my personal data?

It is set out in our Privacy Policy, and what is stored in your browser is in our Cookie Policy. You keep ownership of the content you upload; we hold only the licence needed to run the site, and it ends when you delete the content or close your account, apart from what we must keep for legal, safety and dispute reasons. We will not use your photographs or profile content in external advertising in a way that identifies you without the consent the law requires (section 11 of the Terms of Use).

I have a complaint, or nothing here answers my question.

Write to support@annabrides.com from the email address on your account, and put Complaint in the subject line if it is one. We prioritise payment and safety matters. If our first answer does not satisfy you, ask us to look at it again. You can also use the contact page.

ANNABRIDES LTD, company number 17430138, registered in England and Wales. Registered office: 124-128 City Road, London, England, EC1V 2NX.