Refund and cancellation policy

Refund and Cancellation Policy

Last updated: 5 September 2026. This policy forms part of our Terms of Use.

Operator: ANNABRIDES LTD, company number 17430138, registered in England and Wales, registered office 124-128 City Road, London, England, EC1V 2NX. Email: support@annabrides.com.

What this policy covers. Purchases you make on annabrides.com, paid through our payment provider, CentroBill. It does not cover a membership level bought inside the AnnaBrides Android application. That payment is taken by Google Play, it renews automatically until you cancel it in your Google account, and Google Play refunds it — the app subscription terms are the contract for those purchases. The website and the application are two different payment systems, and reading the wrong one would leave you with terms that do not describe what you paid for.

In short

• We sell two things: credits, and membership levels. Both are bought one payment at a time.
• Everything bought on this website is a one-off. Nothing renews and nothing charges you again on its own, so there is no subscription to cancel here.
• A membership level bought in the Android application is the opposite: a Google Play subscription that renews every month until you cancel it, in your Google account rather than here. See the app subscription terms.
• A membership level bought here is a package for one month. Nothing renews. When the month ends your account returns to the free level, and no money is taken.
• Credits you have already spent on letters, chat, calls, unlocked content or gifts that were sent are not refundable. Neither is the part of a membership month you have already had.
• Unspent credits, double charges and payments you did not make are looked at case by case, and we refund where something went wrong.
• If you are a consumer in the EU or EEA, you can change your mind within 14 days of a purchase: for credits you have not spent, we give the money back; for a membership level that has already started, we give back the part of the month you have not used.
• The fastest route is always an email to support@annabrides.com. Remember that the charge appears on your statement as centrohelp.com.
• Asking for a refund will never cost you your account, and we will never put you on any blacklist for asking.

1. What you are buying

AnnaBrides sells two things, and they are not the same thing.

Credits. You buy a package of credits with a single card payment through our payment provider, CentroBill, and you spend the credits on the site: on letters, live chat, video calls, unlocking paid photos, videos and posts, and gifts. Current packages and the credit cost of each action are on our pricing page.

Membership levels. A membership level is a package for one month. You pay once, for that one month. One payment for one month. While the month runs, your level changes what your credits buy: what one letter, one chat minute or one call minute costs you in credits, the discounts that apply to them, how many of those actions each month cost no credits at all, and how much of that free monthly allowance can go to one woman. Your level, what it changes and what a month of it costs are shown on your membership page once you are signed in. When the month ends your account returns to the free level, and nothing is charged for that.

A level does not add credits to your balance, and buying credits does not change your level. A level changes the price of what you do; the credits are what you do it with. A level does not change how your profile is shown to other people.

There is no subscription on this website. Here there is no automatic renewal, 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, and a month of a level does not roll into a second month by itself: if you want another month, you buy it yourself. Nothing renews on its own and no money is taken again. There is nothing running in the background that could charge you, which is why there is nothing here to cancel. Every charge on your statement is a purchase you made deliberately, one at a time.

In the Android application it works the other way round. A membership level bought there is an automatically renewing Google Play subscription: Google takes the payment, Google renews it every month until it is cancelled, and Google refunds it. Nothing in this policy applies to it — the app subscription terms do.

Promotional (bonus) credits that we add to your balance free of charge are spent first and work like any other credit, but they were not paid for and are never refunded in money. Promotional credits and membership levels are separate: a level does not grant credits of any kind.

2. Cancelling, and changing your level

Nothing bought on this website recurs, so there is nothing here to cancel. You can stop buying credits at any time. You can let a membership month simply run out by not buying another one — you do not have to tell us, and nothing will be charged. And you can close your account at any time as described on the account deletion page.

Cancelling a subscription bought in the Android application is done in your Google account, and we cannot do it for you. In the application, the membership screen has a link that opens the subscription directly. In the Google Play app: your profile picture → Payments and subscriptions → Subscriptions → AnnaBrides → Cancel subscription. Cancel at least 24 hours before the renewal date; a later cancellation may not stop that renewal. Deleting the application does not cancel the subscription, and cancelling is not a refund — the month you have already paid for runs to its end. Refunds for those purchases are asked of Google Play. All of this is set out in the app subscription terms.

Moving up to a higher level in the middle of a paid month. You can do this whenever you like. You pay for a full new month of the higher level, minus the value of the days you have not yet used on the level you are on. Your paid days are not lost and not thrown away: their value comes off the price. The new month starts the moment the payment is confirmed and runs for one month from that moment, so the date your membership ends moves forward, never back.

Example, using the prices in force when this page was last updated. You bought Silver for $9.99, and 15 days of that month are still ahead of you. You move up to Gold, which is $29.99 for a month. The 15 days left on your Silver are worth $5.00, so $24.99 is charged, and your Gold runs for a full month from the moment the payment is confirmed.

Before you pay, the payment screen shows you the price of the month, the credit for the days you have left with the number of those days, and the exact amount that will be charged. The same figures are in the receipt we email you and in the payment history on your account. Nothing is charged that was not on that screen.

Moving down to a lower level is not possible while a paid month is running. Moving down would mean giving up days you have already paid for, and we do not take money back off your card for them. On the date your paid month ends — shown on your membership page as an exact date and time in UTC — your account returns to the free level and every level becomes available again, including one lower than the one you had. Nothing is charged in the meantime, and nothing renews on its own.

Buying the same level again while a month is still running is allowed, and it adds another month on top of the one you have: it does not restart your month and it does not shorten it. You pay the full price of the month, with no credit and no proration, because there is nothing to set off.

Closing your account does not, by itself, refund unused credits or the unused part of a membership month. If you want a refund as well as a closure, ask for it before or when you ask us to close the account (section 6). Credits that remain on a deleted account cannot be restored afterwards.

3. Your right to change your mind (consumers in the EU and EEA)

If you are a consumer in the EU or the EEA, the law gives you 14 days from the day of purchase to withdraw from a contract made online, without giving a reason. We apply that right to both of the things we sell, and how it works out depends on which one you bought.

Credits

If you have not used any credits from the purchase: tell us within 14 days and we refund the purchase in full.

If you have used some of them: we refund the part you have not used, in proportion to the package you bought. Example with round figures: buy a package of 100 credits for 50 USD, spend 20 credits, ask within 14 days, and you get 40 USD back. The proportion is calculated by the credits remaining against the paid credits in the package, not by what we think the credits you spent were worth to you. Promotional credits that came free with the package are left out of the calculation; they are recorded separately from paid credits on your account. We work the figures out from the transaction record of your account, which lists every purchase and every credit spent with its date.

Membership levels

A membership level starts working the moment your payment is confirmed, because that is what you are buying it for. Before you pay, we ask you to tick a box that says you want it to start immediately and that you understand your 14-day right will then not cover the part of the month you have used. That box is never ticked for you, and nothing is charged until you tick it yourself.

If the level never started — the payment went through but the level was not applied to your account — tell us within 14 days and we refund it in full.

If the level started and you change your mind within 14 days: we refund the part of the month you have not used, counted in whole days, and keep the part you have used. Example with round figures: a month of 30 days, you ask on the 6th day, and we return the value of the 24 days you have not had. Your level ends when we make the refund and your account returns to the free level.

If you moved up to a higher level during the month, the month you are on is worked out from the price of that month, and we will never give you back more than the total you have actually paid us towards it. We show you the figures before we make the refund.

How to withdraw: email support@annabrides.com from the address on your account. Say that you are withdrawing and which purchase it concerns (date and amount). You do not have to give a reason and you do not have to use a form, though there is a model form at the end of this page if you prefer. We will confirm that we have received it and refund within 14 days of your notice, to the same card or payment method you paid with.

4. Refunds outside the 14 days, and for everyone else

The 14-day right above is the law for EU and EEA consumers. Beyond it, and for members everywhere, this is our policy.

We will refund you when:

• you were charged twice for the same purchase;
• you were charged for something you did not buy, for example because somebody else used your card;
• a technical fault on our side took your credits without delivering what you paid for (a letter that was not sent, a call that did not connect, content that did not open) and we could not put it right;
• a level you paid for was not applied to your account, or stopped applying before the month you paid for had ended, and we could not put it right;
• you paid the wrong amount because of a mistake in our prices;
• we close your account for a reason that is not your fault, or we close the site: then we refund your unused credits, and the unused part of a membership month, without you asking.

Unspent credits outside the 14-day period are looked at case by case. Tell us what happened and we will consider it; we would rather refund a genuine mistake than have you dispute the charge with your bank. The unused part of a membership month is looked at the same way.

We will usually not refund:

• credits already spent on letters that were sent, chat or calls that took place, content that was unlocked, or gifts that were sent;
• the part of a membership month you have already had. A level is a package for a month and it is priced for the month, not for the days you happened to be active: a quiet month at a paid level costs the same as a busy one, and that is the deal you are offered before you pay;
• purchases where the only reason is that you did not get the reply you hoped for. We cannot promise that anyone will write back, and we do not charge for replies you receive;
• credits spent by someone you gave your password to;

Gifts. Gifts on this site are virtual, and a gift is delivered the moment you send it: it appears in the conversation and on the recipient's page at once. For that reason a gift that has been sent is not refundable. Where a technical fault on our side took credits for a gift that was never delivered, tell us and the credits go back to your balance.

If your case does not fit either list, ask anyway.

5. What we will never do

We will never restrict, degrade, suspend or close your account because you asked for a refund or disputed a charge with your bank.

We will never add you to a blacklist, a "negative database", or any fraud-prevention list because you asked for your money back.

We do not impose a deadline for raising a dispute with your bank, and we do not require you to contact us before you contact your bank. We ask you to write to us first only because it is usually faster.

6. How to ask, and how long it takes

Email support@annabrides.com from the email address on your account, with:

• the date and amount of the payment, and the last four digits of the card (never the full card number);
• what happened.

We will:

• acknowledge your request during European business hours, usually within one working day;
• give you an answer within 5 working days;
• once a refund is agreed, initiate it without undue delay to the card or payment method you paid with; how long it then takes to reach your account depends on the payment provider and your bank. Refunds are made by our payment provider; we do not pay refunds in cash or to a different card.

Your bank may take a few more days to show the refund on your statement. If we say no, we will say why, and you can ask us to look again.

7. Unused credits, and the end of a paid month

Credits you have paid for do not expire. They stay on your balance until you spend them, and there is no inactivity charge. Promotional credits are different: they are removed automatically if not spent within 24 hours of being added to your balance, and an unclaimed promotional offer can also lapse by the date stated in the offer.

A membership month bought on this website does end — that is what a one-month package is. On the date and time shown on your membership page your account returns to the free level. Nothing is charged, nothing is renewed, and nothing you own is taken away with it: your credits, your letters, your contacts and your profile stay exactly as they were. From that moment every level is available to buy again, including a lower one than you had. (A subscription bought in the Android application does not end this way: it renews until it is cancelled.)

Free allowances that come with a level (for example a number of letters that cost no credits) belong to the calendar month and to the level you are on at the time. They are not money, they do not carry over into the next month, and they are not refundable.

If we permanently close the site, we will refund the unused credits that you paid for, and the unused part of a membership month.

8. Chargebacks

If you think a charge is wrong, please talk to us first: it is faster, and we can usually fix it within days. It remains your right to go to your bank, and using that right costs you nothing with us.

The charge on your statement reads centrohelp.com. That is our payment provider, CentroBill; the purchase is from AnnaBrides. If you have a question for the payment provider directly, its cardholder support site is centrohelp.eu.

9. Taxes

Prices are shown in US dollars, and the amount shown on the package you choose is the full amount charged. We do not add tax or any other amount at checkout and no tax is itemised separately. A refund is made for the amount you actually paid for the credits, or for the part of the membership month, being refunded.

10. Complaints

If you are unhappy with how we handled a refund, write to support@annabrides.com with the word "Complaint" in the subject line and we will review it. We are not a member of any alternative dispute resolution scheme.

11. Contact

ANNABRIDES LTD
Company number 17430138, registered in England and Wales
Registered office: 124-128 City Road, London, England, EC1V 2NX
Email: support@annabrides.com

Model withdrawal form

You only need this if you want it. An email saying the same thing is just as good.

To: ANNABRIDES LTD, 124-128 City Road, London, England, EC1V 2NX — support@annabrides.com

I hereby give notice that I withdraw from my contract for the purchase of credits, or of a membership level, on AnnaBrides.

• Ordered on: ……………………
• Amount: ……………………
• Name: ……………………
• Account email: ……………………
• Address: ……………………
• Date: ……………………
• Signature (only if sending on paper): ……………………