Chat and video call rules

Chat and Video Call Rules

Last updated: 5 September 2026. These rules form part of our Terms of Use and should be read together with our Refund and Cancellation Policy.

This page explains how live chat and video calls are charged, when they are free, when a conversation ends by itself, and what is expected of you inside one. Figures given as examples are the figures in force on the date above; the prices that actually apply to you are always the ones shown on the pricing page, on your membership page and in the conversation itself.

1. What live chat and video calls are

Live chat is a real-time conversation with one member while you are both on the site. A video call is a real-time video conversation with one member. They are two separate features with two separate prices, and either of them can be used on its own.

Both are optional. Nothing on the site requires you to open a live conversation, and no live conversation is opened for you without your action.

2. What is free

• Women do not pay for live chat or for video calls. Live communication is charged to the man's balance only.
• Receiving and reading messages that another member sends you costs nothing.
• Messages you type during a video call are free. The call itself is charged per minute, and what you write while it is running is not charged on top of it.
• A minute that has begun and has not finished is not charged at all. See section 3.

3. How live chat and video calls are charged

Charging is per minute, and only while a session is open. When a live chat or a video call starts, a session is opened for that pair of members and the meter runs from that moment.

Only whole, completed minutes are charged. A minute that has started but not finished is not charged, not partly and not in advance. If a conversation lasts two and a half minutes, two minutes are charged. The last, unfinished minute is not.

The price of a minute is fixed when the session opens. It is the price that applies to you at that moment, and it does not change while the conversation runs, even if your membership level changes or ends part-way through. If we ever work out a higher figure at the end of a conversation than the figure you were shown while it ran, you are charged the lower one.

The price of a minute depends on your membership level. Every member has a price for a chat minute and a price for a call minute; a paid level lowers them. This is a difference in price, not a difference in the service: the conversation itself is the same one. The standard price of a minute is on the pricing page and what your level makes it is on your membership page. Where the two differ, the amount actually taken is your level's price — never more than the figure you were shown.

Credits are taken from your balance as the conversation goes on. When the session closes, the whole conversation appears as a single line in your payment history with the amount charged for it. A conversation that cost nothing — for example a chat that ran entirely inside a video call — produces no line at all, because there was nothing to charge.

4. When a conversation ends by itself

A live conversation is closed automatically in each of these cases:

• Silence. If you send nothing for about a minute, the session closes. This is deliberate: it stops the meter when a conversation has in fact stopped. The unfinished minute is not charged. Sending another message simply opens a new session at the price that applies to you; in our Android application you are asked about credits before a paid session opens.
• Your balance is too low for the next minute. The session closes. If it was a video call, the call is ended and both of you are told why. Nothing is charged for a minute that did not complete, and nothing is taken from your balance that was not there.
• The video call ends. While a call is running, messages you type are free (section 2). When the call ends, that free chat session is closed together with it. If you carry on writing afterwards, a new, ordinary chat session opens — and you are asked about credits before it does, so that paid minutes never resume without your knowing.
• One of you blocks the other, or an account is restricted or closed.

A conversation that ends is not lost. The messages stay in your history exactly as they were.

5. Free minutes, bonus credits and the limits that apply to them

Two different things can make live communication cost you nothing. They are not the same thing and they are counted separately.

Bonus credits. These are credits we add to your balance free of charge — as part of a promotion, or where the site offers them for an optional account action. They are not paid for, they are spent before your purchased credits, and they are not refundable in money. They are also limited per member you talk to: bonus credits pay for a set number of minutes of live communication with any one woman each day — three minutes on the date above. Live chat and video calls count together towards that number, because it is one allowance for live communication and not two. Only whole, charged minutes count towards it: a minute that was not charged does not, and neither do the free messages you type during a call.

Free minutes included with a paid membership level. Some paid levels include a number of chat or call minutes each calendar month that cost no credits. What each level includes is shown on your membership page before you buy it. That monthly allowance is also capped per member: the allowance that a level pays out on any one woman is limited within a period — three credits' worth per day on the date above. Above that cap, the same minute simply costs the ordinary price of your level.

Nothing is ever cut off when an allowance runs out. This is the point of both limits: they stop us paying for you, they do not stop you. When bonus credits or free minutes run out mid-conversation, the conversation continues on your ordinary credits at your level's price. You are never disconnected because a free allowance ended, and you are never charged more than the price you were shown.

In our Android application, how much you still have free with the member you are writing to, and when it renews, is shown in the conversation before you start.

Free minutes and bonus credits are benefits, not money. They have no cash value, they cannot be transferred to another member, and they are not refundable in cash. A monthly allowance belongs to the month and to the level you are on at the time.

6. Who you are talking to

Every profile belongs to a real person who registered it. What that means in practice is set out in section 6 of our Terms of Use, on the How it works page and on the profile verification page.

If you want stronger confirmation of who is on the other side, ask for a video call inside the site.

7. How to behave in a conversation

Everything in section 10 of the Terms of Use applies inside live chat and video calls. In particular:

• Do not send or ask for pornographic or sexually explicit material, and never anything involving a person under 18. A video call is not an adult-content service.
• Do not harass, threaten, insult or pressure the person you are talking to. Do not keep writing to someone who has asked you to stop.
• Do not exchange personal contact details in chat, and do not ask another member for theirs. Conversations stay on the site.
• Do not ask another member for money, and do not send money to another member. A request for money from anyone you meet here is never legitimate, whatever reason is given. Please read the dating safety guide.
• Do not use live communication to advertise, recruit or sell anything.

We may review conversations where that is necessary for safety, for handling a report, for fraud prevention or to comply with the law, and we may restrict or close an account that breaks these rules. See sections 13 and 14 of the Terms of Use.

8. Reporting and blocking

In our Android application you can block or report a member from her profile and from the conversation. Blocking works in both directions: while it is in place neither of you can write to, call or see the other, and you can undo it at any time. A report — for a scam, harassment, a fake profile, inappropriate content, a person who may be under 18, or anything else — goes to our moderators.

On the website, write to support@annabrides.com and we will apply the block or look into the report for you.

Reporting or blocking costs nothing, and the member is not told who reported her.

9. Refunds

Credits spent on chat minutes or call minutes that actually took place are normally not refundable. Where a technical fault on our side charged you for a conversation that was not provided — a call that never connected, minutes charged after a session had ended — write to us and we will restore the credits or refund them. The full position is in our Refund and Cancellation Policy.

We do not refund a conversation because it did not go the way you hoped, and we cannot promise that any member will be available to talk or will answer.

10. Changes to these rules

We may change prices, free allowances and limits for the future; a change does not alter a conversation that has already taken place. Where a change materially affects your rights, we will give notice as required by law. The figures quoted above as examples are those in force on the date at the top of this page.

11. Contact

Questions about a charge for a conversation, or about anything on this page: support@annabrides.com. Where CentroBill processed the payment, the charge may appear on your statement as centrohelp.com.

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