Frequently asked questions
If your question is not here, ask us directly - we answer every message.
Is TrueHearts free?
Yes. Creating a profile, matching and messaging your matches cost nothing and have no time limit. Paid plans are optional extras, and we never convert a free account into a paid one automatically.
Who can join?
Adults aged 18 and over. We collect your date of birth at sign-up and remove any account we believe belongs to someone underage.
How do you stop fake profiles?
Every account must confirm a working email address before it becomes visible. Members can then verify their photos with a selfie check reviewed by our moderation team. We screen new profiles for known scam patterns and hold suspicious accounts before they can contact anyone.
Can anyone message me?
No. Only people you have matched with can send you a message. You can unmatch or block at any time, and blocking is immediate and permanent.
What if somebody behaves badly?
Report them from their profile or your chat. A trained moderator reviews every report. Reports are confidential - the person you report is never told who reported them.
Will you ask me for money on behalf of another member?
Never. We will never ask you to send money to another member, and no genuine member will either. If anyone asks you for money, do not send it and report the profile immediately.
How do I cancel a paid plan?
In Settings, choose Subscription, then Cancel. It takes two taps, there is no cancellation fee, and your paid features run until the end of the period you already paid for. You can also email support@truehearts.example.
Can I get a refund?
Refunds are available in the circumstances described in our refund and cancellation policy, including the statutory cooling-off period where it applies to you.
How do I delete my account and data?
Settings, then Delete account. That removes your profile, photos, matches and messages. You can also submit a request on our data deletion page, and we will confirm once it is done.
Do you sell my personal data?
No. We do not sell or rent personal information. Our Privacy Policy lists exactly which service providers process data on our behalf and why.
Which cookies do you use?
Strictly necessary cookies always run so the site works. Analytics and advertising cookies only run if you allow them, and you can change your mind at any time using the "Cookie preferences" link in the footer.
Is my location shared with other members?
No. We use the city you give us to suggest people nearby. We never show your precise location or address to anyone.