Manage Trusted House Sitters

How to cancel your trusted house sitters membership and get your refund in australia

What is trusted house sitters and why members cancel

Trusted House Sitters is a subscription-based marketplace that connects homeowners with vetted pet and home sitters in exchange for free accommodation. You join as either a homeowner (posting sits) or a sitter (applying for sits), and pay an annual membership fee to access the full platform. The service operates globally and markets itself as a trust-based community with profiles, reviews and verification to help members feel confident.

Many Australian members join hoping to save on pet care costs or accommodation while travelling. However, you might decide to cancel if the sits in your area aren't frequent enough, if you've found alternative arrangements, or if the annual fee no longer fits your budget. At Stopee, we've seen thousands of Australian consumers navigate subscription cancellations, and we know that clarity and early action make the process stress-free.

Common reasons members choose to cancel

You may cancel because the platform doesn't deliver sits matching your location or schedule, your travel plans have changed, or you've discovered cheaper alternatives. Some members find that the Money Back Promise (if a sitter isn't found within a stated window) doesn't apply to their situation, or that the inclusion of ancillary benefits like vet advice doesn't offset the annual cost. Whatever your reason, you have the right to cancel, and Stopee is here to help you do it correctly.

Timing matters: when cancellations take effect

Your cancellation becomes effective based on the terms of your membership contract and Australian Consumer Law. If you cancel mid-term, you will normally remain liable for the full annual fee unless your contract or statutory rights entitle you to a refund. The key is to submit your cancellation request in writing as early as possible so that you can document your intent and avoid unwanted renewals.

Trusted house sitters subscription plans and pricing

Understanding your membership tier is essential before you cancel, because refund eligibility and Money Back Promise terms vary by plan. Below is a snapshot of typical plan structures and approximate Australian dollar pricing based on recent member reports and third-party conversions.

Important pricing and refund notes

Trusted House Sitters publishes prices in pounds sterling (GBP) on its UK-based website. Australian dollar equivalents fluctuate with exchange rates, and promotional periods may apply, so treat any single figure as indicative. Check your membership invoice or account dashboard to confirm your exact annual fee and plan tier.

Refund eligibility depends on whether you are within the Australian Consumer Law cooling-off period (14 days from purchase for online services) or whether you purchased during a promotional offer with special terms. Most standard annual memberships are treated as non-refundable after the cooling-off window closes, unless you have a specific contractual right (such as an unused Money Back Promise) or a statutory ground for a refund.

How to cancel your trusted house sitters membership

Trusted House Sitters requires you to submit your cancellation in writing by post to their registered UK office. There is no online cancellation button or email submission method, so you must follow this postal process to create an audit trail and ensure your request is received and processed.

Step-by-step cancellation process

1. Gather your account details.
   • Locate your membership invoice or account confirmation email to find your member ID or account reference number.
   • Note the email address and full name associated with your account.
   • Check the exact date your current membership term expires.
2. Prepare your cancellation letter in writing.
   • Write or type a clear, concise letter on plain paper or your own letterhead.
   • Include the subject line: "Cancellation of Trusted House Sitters Membership".
   • State your full name, member ID, and the email address linked to your account.
   • Write: "I request cancellation of my Trusted House Sitters membership, effective immediately" (or specify a later date if you prefer).
   • Request confirmation in writing that your cancellation has been received and processed.
   • Request cessation of all billing and renewal of your membership.
   • Request deletion of your personal data in accordance with your privacy rights under the Australian Privacy Act 1988 and the UK General Data Protection Regulation (if applicable).
   • Sign and date your letter.
3. Send your cancellation letter by registered post or tracked courier.
   • Do NOT send by standard mail; use Australia Post's Registered Mail service or a courier (such as StarTrack or DHL) so you have proof of delivery.
   • Address your letter to: Trusted House Sitters Ltd, 20-22 Wenlock Road, London, N1 7GU, United Kingdom.
   • Keep a copy of your letter for your records.
   • Retain your proof of delivery receipt (tracking number or signature confirmation) for at least 12 months.
4. Monitor your email and billing.
   • Watch for a reply confirming receipt of your cancellation within 5-7 business days of posting.
   • If you do not receive confirmation within 10 days, follow up with a second letter or contact their support team via their website to request acknowledgement.
   • Check your bank or credit card statement to confirm that billing stops at the end of your current membership term or immediately (depending on your cancellation date and their process).
5. Request refund if eligible.
   • If you cancelled within the Australian Consumer Law cooling-off period (14 days from purchase), include a refund request in your cancellation letter and follow up if funds are not returned within 14 days of your cancellation being processed.
   • If you believe you have grounds for a refund (for example, the Money Back Promise applies but was not honoured, or the service was not fit for purpose), state this explicitly in your letter and provide supporting details.

Pro tip: document everything for stopee's records

Pro tip: Photograph or scan your cancellation letter, the registered post receipt, and any confirmation email you receive from Trusted House Sitters. If a dispute arises about whether your cancellation was processed, this documentation will support your position with your bank, credit card issuer, or the Australian Competition and Consumer Commission (ACCC).

Your rights under australian consumer law

Australian Consumer Law (part of the Competition and Consumer Act 2010) gives you specific protections when you cancel subscription services. Understanding these rights is your most powerful tool if Trusted House Sitters refuses to process your cancellation or denies a refund.

Cooling-off period and right of return

If you purchased your Trusted House Sitters membership online and are an Australian Consumer, you have a right to cancel within 14 calendar days of purchase without providing a reason. This is your statutory cooling-off period under the Australian Consumer Law. Trusted House Sitters must refund your full annual fee if you exercise this right, provided you have not materially used the service.

After the 14-day period closes, you cannot cancel simply because you changed your mind. However, you retain other protections if the service does not meet your reasonable expectations.

Services not fit for purpose or of unacceptable quality

Australian Consumer Law also guarantees that any service (including Trusted House Sitters) must be fit for purpose and delivered with due care and skill. If you can demonstrate that the platform failed to deliver the core function you paid for (for example, no sits were available in your area despite active searching, or the Money Back Promise was wrongly denied), you may be entitled to a refund or cancellation without penalty.

To invoke this right, include specific details in your cancellation letter: dates when you actively used the platform, numbers of sits you applied for or posted, rejections or failures to find matches, and how these failures prevented you from using the service as reasonably advertised.

Escalation to the ACCC

If Trusted House Sitters ignores your cancellation request or refuses a refund that you believe is legally owed, you can lodge a complaint with the Australian Competition and Consumer Commission (ACCC) at accc.gov.au. The ACCC can investigate misleading or deceptive conduct and take enforcement action if a business breaches Consumer Law. Stopee encourages you to report any pattern of non-compliance so that other Australian consumers are protected.

Refund timeline and what to expect

Refund processing times vary depending on whether you qualify for a refund and which method Trusted House Sitters uses to return your money.

Refund eligibility checklist

You are entitled to a refund if:

• You cancelled within 14 days of purchase (cooling-off period), have not materially used the service, and you requested a refund in your cancellation letter.
• The Money Back Promise applied to your sit (you were not matched with a sitter within the stated window) and you invoke this entitlement in your cancellation request.
• You can demonstrate the service was not fit for purpose (e.g. no sits available, platform malfunction preventing use).
• Your account was charged in error or you were unauthorised to make the purchase.

Expected refund timeline

If Trusted House Sitters approves your refund, expect the following timeline:

• Approval and processing: 5-14 business days after Trusted House Sitters confirms receipt of your cancellation and processes your refund request.
• Bank transfer or credit card reversal: 3-10 business days after Trusted House Sitters initiates the refund, depending on your bank or credit card issuer.
• Total time: 10-24 business days from when you post your cancellation letter to when funds appear in your account.

Warning: If you do not receive a refund within 21 days of Trusted House Sitters confirming your cancellation, contact your bank or credit card issuer and request a chargeback or dispute claim. Provide your proof of delivery and any confirmation email as evidence that you submitted a valid cancellation request.

What happens after your cancellation is processed

Once your cancellation is confirmed, Trusted House Sitters should stop all billing immediately or at the end of your current membership term, depending on your cancellation date. However, you may still see data or activity linked to your old account.

Account access and data deletion

After cancellation, your login credentials may still work for a period (usually 30-90 days) to allow you to retrieve any saved messages or documents. Request explicit deletion of your personal data in your cancellation letter if you do not wish Trusted House Sitters to retain your information. Under the Australian Privacy Act, they must honour your request and confirm deletion in writing.

Outstanding sits or bookings

If you have an active sit scheduled after your cancellation date, clarify the status with Trusted House Sitters in writing. You remain obligated to honour confirmed sits unless both you and the other member agree to cancel the individual booking separately. Cancellation of your membership does not automatically cancel existing sit commitments.

Removal from marketplace and communication

Your profile and listings will be removed from the Trusted House Sitters platform immediately upon cancellation. You should stop receiving marketing emails within 5-7 business days. If you continue to receive promotional messages after 14 days, reply to the email with "Unsubscribe" or contact Stopee for escalation advice.

Common cancellation mistakes to avoid

We understand the frustration of a subscription that no longer serves you. Here are the pitfalls that have tripped up other Australian members-and how to sidestep them.

Mistake 1: attempting to cancel via email or support chat

Trusted House Sitters' terms require postal notice. If you email or message through their chat support, there is no guarantee your request will be acted upon or properly documented. Always use registered post to create an official record that stands up in any dispute with your bank or the ACCC.

Mistake 2: failing to include account details in your letter

A vague cancellation request (e.g. "Please cancel my account") without your member ID or email address may be misfiled or lost. Always provide your full details so Trusted House Sitters can match your request to your account instantly.

Mistake 3: not requesting confirmation in writing

Do not assume your cancellation has been processed because you mailed the letter. Explicitly request written confirmation so you have proof that the company acknowledged and acted on your request. This is your safety net if billing continues or a dispute arises later.

Mistake 4: cancelling too close to renewal date

If your membership renews on the 15th of the month and you mail your cancellation on the 14th, it may arrive after renewal has already been charged. Submit your cancellation at least 14-21 days before your renewal date to allow processing time. Once posted, it cannot be recalled, so plan ahead.

Mistake 5: not keeping proof of delivery

Standard post offers no proof. If Trusted House Sitters claims they never received your letter, you have no evidence to support your position. Registered post costs only a few dollars more and gives you a tracking number and signature confirmation-a worthwhile investment.

Comparison: should you cancel or pause your membership

Before you commit to cancellation, consider whether pausing or downgrading to a lower tier might better suit your situation. The table below outlines the trade-offs.

Pro tip: If you choose to pause or downgrade, still request written confirmation in advance of any billing cycle to avoid surprises. Stopee has helped thousands of consumers navigate these decisions and find the option that leaves them in control and confident.

How to submit your cancellation to trusted house sitters

The final step is getting your letter into the right hands and in the right format so Trusted House Sitters processes it without delay.

Postal address and mailing requirements

Send your cancellation letter by registered post or tracked courier to:

Trusted House Sitters Ltd
20-22 Wenlock Road
London, N1 7GU
United Kingdom

Use Australia Post's Registered Mail or StarTrack International tracked service. Include your full name and return address on the envelope so the company can acknowledge receipt. Expect the letter to arrive in 7-14 business days depending on the courier service.

Letter template

Below is a template you can personalise and use:

---

[Your name]
[Your Australian address]
[Your email]
[Date]

Trusted House Sitters Ltd
20-22 Wenlock Road
London, N1 7GU
United Kingdom

Re: Cancellation of Trusted House Sitters Membership

Dear Trusted House Sitters,

I request cancellation of my Trusted House Sitters membership, effective immediately [or specify a date]. My account details are as follows:

Member ID: [your member ID]
Email address: [your email]
Full name: [your name]
Current membership term expires: [expiry date]

Please confirm in writing within 5 business days that you have received and processed this cancellation request. I request cessation of all billing and renewal of this membership. I also request deletion of my personal data in accordance with the Australian Privacy Act 1988.

[Optional: If you believe you are eligible for a refund, add: "I request a full refund of my membership fee on the grounds that [cooling-off period applies / Money Back Promise applies / service was not fit for purpose]. Please process this refund within 14 days of receipt of this letter."]

Yours faithfully,

[Your signature]
[Your printed name]

---

Keeping records for your own protection

Photograph your signed letter before posting. Save your tracking number and delivery receipt in your email or a folder on your phone. Note the date you posted the letter in your calendar and set a reminder to follow up if you do not receive acknowledgement within 10 days. Stopee recommends keeping all records for at least 2 years in case a billing dispute arises with your bank.

Reviews and real member experiences

Trusted House Sitters has a rating of 4.5 out of 5 stars based on member feedback, but cancellation and refund experiences vary. Some members report smooth processing after posting a cancellation letter; others have experienced delays or billing that continued past the cancellation date. The most common complaint is the absence of an online cancellation mechanism, which creates friction and uncertainty for members seeking to exit quickly.

Members who followed the registered post process and kept detailed records had the smoothest cancellations. Those who attempted email or phone cancellation, or who did not request written confirmation, reported longer resolution times and difficulty disputing continued charges. Stopee's guidance emphasizes the importance of creating an auditable paper trail so you never find yourself in a he-said-she-said dispute with the company.

Final checklist before you post your cancellation

Use this checklist to confirm you have done everything correctly before your letter goes into the post.

Take control with stopee

Cancelling Trusted House Sitters requires patience and careful documentation, but it is entirely within your control if you follow the correct process. The postal route may feel slow, but it is your safeguard-it creates an official record that protects you if any dispute arises with the company or your bank. Australian Consumer Law backs you up: you have cooling-off rights, fitness-for-purpose rights, and the power to escalate to the ACCC if the company refuses to honour your cancellation or refund.

Stopee has helped thousands of Australian consumers navigate subscription cancellations with clarity and confidence. Whether you're cancelling Trusted House Sitters because you've found a better alternative, your circumstances have changed, or the service simply did not deliver on its promise, you deserve a smooth, documented exit. Submit your letter by registered post, keep your proof of delivery, and follow up promptly if you don't hear back. Stopee is always here if you need guidance on your consumer rights or how to escalate a dispute with any subscription service.