Manage Trusted House Sitters

How to cancel trusted house sitters and reclaim your membership fee

What trusted house sitters is and why cancellation matters

Trusted House Sitters is a membership-based pet and home care platform that links pet owners with experienced sitters across the UK, Ireland and internationally. You join as a sitter seeking sits, a pet parent needing care, or both, and pay an annual membership fee for access to listings, member verification and insurance protections. The service operates on an annual subscription model with tiered memberships offering different levels of cover, support and community features.

Understanding what you've paid for and your legal right to cancel within cooling-off periods is essential. Many Irish members discover their circumstances change within weeks of joining, or find the service doesn't match their expectations. At Stopee, we've helped thousands of consumers navigate cancellation processes exactly like this one, and we know that clarity and confidence make all the difference.

The membership structure and what you're paying for

Trusted House Sitters operates three main membership tiers, each aimed at different user priorities. Your tier determines what support, insurance and features you unlock. Pricing converts to euro for Irish members, though the company typically displays fees in pounds sterling or US dollars on their website.

These are typical published rates. Your actual charge may differ depending on regional pricing adjustments, active promotional discounts, or combined sitter/owner accounts. Always check your receipt or bank statement to confirm your exact tier and fee.

Common reasons irish members cancel

Life changes. Travel plans collapse. You might not find suitable sits quickly enough, or a poor match leaves you questioning whether the membership delivers real value. Pet owners sometimes struggle to find reliable sitters, or find dispute resolution frustrating when issues arise. Sitters report unexpected life changes, disappointing experiences on a particular sit, or a feeling that membership opportunities aren't materialising as advertised.

Other cancellations follow from concerns about insurance claim complexity, refund time windows feeling too short, or simply deciding the community and feature set don't justify the annual cost. Whatever your reason, your right to cancel is protected by Irish and UK consumer law. Stopee exists to make sure you understand those rights and exercise them confidently.

Your consumer rights under irish law

Irish consumer law gives you robust protections when you purchase online membership services. Understanding these rights transforms cancellation from a favour into a lawful claim.

The consumer rights act 2015 and your cooling-off period

Under Irish and UK consumer protection law, you have the right to cancel most distance contracts within 14 calendar days of purchase, even if you change your mind. This is called the cooling-off period, and it applies to Trusted House Sitters memberships purchased online. You do not need to give a reason, and the company cannot charge you a cancellation fee during this window.

If you cancel within 14 days of your purchase date, Trusted House Sitters must refund your membership fee in full. The clock starts from the date you receive your order confirmation email, not the date you first log in or use the service.

Refunds after the 14-day cooling-off period

Once 14 days have passed, you enter a different legal position. Trusted House Sitters can refuse to refund your annual membership fee if you cancel outside the cooling-off window, because you have paid for a full year of access. However, the company's terms may still include options: some memberships allow cancellation with notice at renewal time, or offer mid-year cancellation with partial refund under specific circumstances.

Always request a refund in writing, even if you suspect you'll be refused. A written request creates evidence. If the company refuses and you believe their refusal breaches consumer law, you can escalate to the Revenue Commissioners (if tax-related) or the Competition and Consumer Protection Commission (CCPC), Ireland's primary consumer enforcement authority.

How to cancel trusted house sitters step by step

Trusted House Sitters gives you multiple cancellation routes. Choose the method that leaves the clearest record and suits your circumstances. Stopee recommends written cancellation methods because they create undisputable proof of your request and the date you made it.

Method 1: cancel via email (recommended by stopee)

Email is your strongest cancellation route because the company provides a read receipt and you retain a copy of your request. Follow these steps to cancel cleanly.

1. Gather your account information: your full name, email address registered with Trusted House Sitters, account number (visible in your account settings or membership confirmation), and the date you joined.
   • Log into your Trusted House Sitters account if you have access, and take a screenshot of your membership details and billing information. Save this as evidence.
   • Note the purchase date from your confirmation email or payment receipt.
2. Draft a clear, factual cancellation email to support@trustedhousesitters.com with the subject line: "Membership cancellation request - [your email address]".
   • Address the email formally: "To Trusted House Sitters Customer Support Team".
   • State clearly: "I request cancellation of my Trusted House Sitters membership effective immediately" or "effective [specific date if you prefer notice]".
   • Include your full name, registered email, account number and membership tier.
   • State your purchase date and the current date, so the company knows whether you are within or outside the 14-day cooling-off period.
   • If cancelling within 14 days, write: "I am exercising my right to cancel under the Consumer Rights Act 2015 within the 14-day cooling-off period and request a full refund of my membership fee to my original payment method."
   • If cancelling after 14 days, write: "I request cancellation of my membership and ask the company to consider a refund or credit in line with its terms of service or relevant consumer protections."
   • Do not over-explain or apologise. Stick to facts.
3. Send the email and request a delivery and read receipt. Most email clients (Gmail, Outlook, Apple Mail) allow you to request this in settings.
   • Save a copy to a folder or label called "Cancellations" so you can retrieve it easily if needed.
   • Note the exact date and time you sent the email.
4. Expect a response within 5 to 10 working days. Warning: if you don't receive a reply within two weeks, send a follow-up email referencing your original cancellation request and the date you sent it.
   • Keep all follow-up emails in the same thread if possible, building a clear chain of communication.
5. When the company responds, check the refund terms carefully. If they confirm cancellation and a refund, note the refund amount, method and expected timeline. If they refuse, document their reason and escalate (see the section on escalation below).
   • If the refund doesn't arrive within the stated timeframe (usually 14 to 30 days), chase the company again and keep records of every communication.

Method 2: cancel by phone

Phone cancellation is fast but leaves less written proof. Use this method only if you have already tried email or need urgent confirmation. Here's how to protect yourself.

1. Call Trusted House Sitters customer service on +44 1273 358769 during UK business hours. Note that this is a UK number, so call rates apply if you dial from Ireland.
   • Have your account details and purchase date ready before you call.
   • Ask the representative their name and note the time and date of your call.
2. Explain that you want to cancel your membership and request a refund. If you are within 14 days of purchase, emphasise this: "I am within the 14-day cooling-off period and am exercising my consumer right to cancel and receive a full refund."
   • Stay calm and factual, even if the representative tries to persuade you to stay or offers a discount.
   • Ask for written confirmation of the cancellation via email, including the cancellation date, refund amount and refund timeline.
3. Immediately after the call, send a follow-up email to support@trustedhousesitters.com summarising what you discussed, who you spoke to, the date and time, and what was agreed.
   • Write: "Following my phone call with [representative name] on [date] at [time], I am writing to confirm that I requested cancellation of my membership effective [date]. As discussed, I expect a refund of [amount] to be processed by [date]."
   • This email acts as a written record and protects you if the company later denies what was said.
4. If the company doesn't send you written confirmation within 2 to 3 working days, send another email asking for it explicitly.
   • Pro tip: Stopee recommends always requesting written confirmation after phone calls, because phone conversations leave no evidence if a dispute arises later.

Method 3: cancel by post (for formal escalation)

Post creates the strongest legal record and is essential if the company ignores email or phone requests. Use this method if you believe the company is unlawfully refusing to refund you.

1. Write a formal letter on plain paper or your own letterhead. Address it to:
   • Trusted House Sitters Ltd
     20-22 Wenlock Road
     London
     N1 7GU
     United Kingdom
2. Date the letter and include your full name, address, email address, account number and membership tier.
   • Use formal language: "I hereby request cancellation of my membership and a full refund of my annual membership fee of [amount]."
   • State your purchase date and the current date, and specify whether you are claiming the cooling-off period (if within 14 days) or requesting cancellation under the company's terms or consumer law.
   • If claiming the cooling-off period, quote the Consumer Rights Act 2015: "I am exercising my statutory right to cancel this distance contract within 14 days of purchase under the Consumer Rights Act 2015."
   • Request a response within 14 days confirming the cancellation date, refund amount and refund method.
3. Print two copies: one to send and one to keep for your records.
   • Send the letter via registered post or special delivery so you have proof of posting and delivery.
   • Keep the Royal Mail receipt and the tracking number in a safe place.
4. If the company doesn't respond within 14 days or refuses your refund request, escalate to the Competition and Consumer Protection Commission (CCPC) with copies of all correspondence.
   • The CCPC can investigate if a business breaches consumer law and can compel refunds or compensation. Visit ccpc.ie to make a complaint online.

Refunds: timeline, amounts and common delays

Understanding the refund process prevents you from mistaking processing time for refusal. Here's what to expect and when to chase harder.

Refund amounts and timing within the cooling-off period

If you cancel Trusted House Sitters within 14 days of purchase and are within the cooling-off period, you are entitled to a full refund of your membership fee. The company must process this refund within 14 calendar days of receiving your cancellation request, or within 30 days if refunding to your original payment method (debit or credit card). Most refunds appear within 5 to 10 working days after the company processes them, but banks sometimes take a further 3 to 5 days to credit your account.

Pro tip: if you paid by card, ask Trusted House Sitters to refund to the same card. This is faster and safer than a bank transfer, and there is no excuse for delay.

Refunds and cancellations outside the cooling-off period

After 14 days, Trusted House Sitters can legally refuse to refund your annual membership fee because you have purchased access to a full year of service. However, the company's own terms may allow cancellation with notice or partial refunds in certain situations (for example, if you cancel at least 30 days before your renewal date). Read your membership agreement or contact the company to ask whether any mid-year cancellation options exist.

If the company refuses a refund outside 14 days and you believe this is unfair or breaches their published terms, you can still escalate to the CCPC, but your legal footing is weaker. Stopee still encourages you to request a refund in writing and keep all records; sometimes companies offer goodwill refunds or credits to avoid complaint escalation.

What to do if your refund doesn't arrive on time

If the company promises a refund but it doesn't arrive within the stated timeframe, act quickly. Send a written follow-up email referencing your original cancellation request, the refund date promised, and today's date. Ask for a new confirmed refund date and request the company confirm it has submitted the refund to your bank. If another week passes with no refund, escalate to the CCPC or contact your bank to raise a chargeback claim if the original payment was by card.

Common mistakes that delay or block cancellation

Cancelling a membership is stressful, especially if the company has been unhelpful or you are unsure of your rights. Here are the missteps that cost people time, money and peace of mind.

Mistake 1: assuming the company will contact you back automatically

Many members assume that logging into their account and clicking "cancel" will automatically trigger a refund or confirmation email. Trusted House Sitters may or may not send automatic confirmation depending on how their system is configured. Never rely on silence as proof of cancellation. Always send a direct email to support@trustedhousesitters.com or call the company explicitly, and keep written records of your request. Stopee has seen countless cases where users thought they cancelled in-app, only to discover months later that they were still charged.

Mistake 2: missing the 14-day cooling-off deadline

The 14-day clock starts from the date you receive your order confirmation email, not from the date you join the platform or make your first booking. If 15 days have passed and you haven't sent a cancellation request, you have lost your automatic right to a refund. Act within the first 10 days to leave a safety margin. If you're on day 13, send your cancellation email immediately rather than waiting.

Mistake 3: sending vague cancellation requests

A message saying "I want to cancel" is weaker than a message that includes your account number, purchase date, membership tier and explicit reference to consumer law if you are within 14 days. Vague requests give the company room to claim they didn't understand what you wanted or to ignore you. Be specific and formal, even if the tone feels awkward. This is a legal document, not a casual chat.

Mistake 4: accepting a refund to a voucher or store credit instead of your original payment method

If the company offers you a refund as a "credit" or discount code for a future purchase, do not accept unless you are certain you want to use it. Your legal right under consumer law is to a refund to your original payment method, not a credit. Always insist on a monetary refund unless you have a strong reason to choose otherwise. Credit is easy for companies to offer because it often goes unused.

Mistake 5: not escalating when the company refuses to respond

If Trusted House Sitters ignores your cancellation request for more than two weeks, don't assume you're stuck. Escalate to the CCPC immediately. The commission has the power to investigate the company, compel refunds and impose penalties. Don't waste time chasing the company by email once they've stopped responding; go to the regulator instead. Visit ccpc.ie and file a formal complaint with copies of all your unanswered emails.

What happens after cancellation

Once the company confirms cancellation, your membership ends and you lose access to listings, community features and insurance. Understanding what changes helps you avoid surprises or further costs.

Account access and active sits

When your membership is cancelled and the cancellation date passes, you can no longer access the platform's listings or member directory. If you have active sits booked after your cancellation date, clarify with the company what happens to those arrangements. Pro tip: if you have a sit scheduled after your intended cancellation date, either complete that sit first or cancel the sit before cancelling your membership, so the pet owner has time to find alternative care. This protects your reputation and avoids disputes.

Insurance and vetting history

Your vetting history, reviews and member profile may remain on the platform for a limited period after cancellation, but you can no longer view messages or use insurance features. Some companies allow you to request data deletion under GDPR rules if you prefer a complete wipe of your profile. Send a separate email to support@trustedhousesitters.com requesting deletion of your personal data if this matters to you.

Rejoin terms after cancellation

If you cancel and later want to rejoin Trusted House Sitters, you will need to pay the full annual membership fee again. The company may offer promotional pricing to returning members, but this is not guaranteed. Check for returning member discounts before you pay full price to rejoin.

Escalation: what to do if trusted house sitters refuses your refund

If the company refuses to refund you and you believe this breaches your consumer rights, you have legal remedies. Stopee recommends escalating formally rather than giving up.

Contact the competition and consumer protection commission

The CCPC is Ireland's statutory consumer authority and investigates breaches of consumer law, including unjustified refusal of refunds within cooling-off periods. To make a complaint:

1. Visit ccpc.ie and click "Make a Complaint".
   • You can complain online, by phone (01 402 5555), or by post.
2. Provide your account details, the dates of your purchase and cancellation request, the amount of your membership fee, and a summary of why you believe the company's refusal is unlawful.
   • Attach copies of all emails, receipts, and correspondence with the company.
   • Clearly state whether you are within or outside the 14-day cooling-off period and why you believe you deserve a refund.
3. The CCPC will review your complaint and may investigate the company or refer you to an alternative dispute resolution scheme.
   • This process can take several weeks, but the CCPC has real enforcement power and can compel refunds or compensation.

Chargeback or dispute with your bank

If you paid by debit or credit card, you can ask your bank to raise a chargeback or payment dispute if Trusted House Sitters refuses to refund you within the cooling-off period. Explain to your bank that you cancelled the membership within your legal rights and the company refused to refund. Your bank will contact the company and demand the refund. This is often faster than CCPC escalation, though banks have their own rules about eligibility.

Alternative dispute resolution

Some membership services sign up to independent alternative dispute resolution (ADR) schemes, which act as a free arbiter between customer and company. Check whether Trusted House Sitters advertises an ADR scheme on their website or in their terms. If they do, you can file a claim there before or alongside a CCPC complaint.

Checklist: before you hit "cancel"

Use this checklist to ensure you have covered all bases before you send your cancellation request. This takes five minutes and protects you enormously.

Reviews and user feedback on cancellation experiences

What do Irish and UK members report about cancelling Trusted House Sitters? We've synthesised feedback from independent review sites, forums and consumer complaint databases. The pattern is clear.

What users praise

Members who cancel smoothly often report that the email process is quick and the support team is responsive. Some say the company offered them a partial refund or a discount to stay, showing flexibility outside the strict 14-day window. Positive cancellers also note that once they received confirmation, the refund arrived within the promised timeframe.

What users complain about

Frustrated cancellers report long waits for email responses, confusion about whether they are eligible for a refund, and surprise charges if they missed a cancellation deadline. Some members describe difficulty reaching the phone line during advertised hours. Others report that the company pressured them to accept a voucher or discount instead of a refund, or that their active sits were not properly managed when their membership ended.

A recurring complaint is about the 14-day cooling-off window feeling too narrow if users sign up and then don't log in for a few days. By the time they decide the service isn't for them, the deadline has passed.

Our take

Trusted House Sitters has a large active community and many satisfied members. However, cancellation experiences vary widely, largely depending on how quickly you act and how formally you communicate your request. The gaps in user satisfaction centre on communication speed and clarity around refund eligibility outside 14 days. Stopee recommends treating your cancellation request like a legal document, not a casual request, to avoid delays or refusals.

Cancellation address and contact details

Here are all the ways to reach Trusted House Sitters and cancel your membership. Use the method that best suits your situation, but always follow up with an email to create written evidence.

Email (recommended)

Send your cancellation request to: support@trustedhousesitters.com

Include your full name, account number, membership tier, purchase date and a clear statement that you wish to cancel and request a refund (if applicable).

Phone

Call +44 1273 358769 during UK business hours (Monday to Friday, typically 09:00-17:00 GMT).

Note the name of the representative you speak to and the date and time, then send a follow-up email summarising the conversation.

Postal address

Write to:

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

Send your letter via registered post or special delivery and keep the receipt and tracking number.

Final word: your rights and next steps

Cancelling a membership feels daunting when you are unsure of your rights or worried the company will fight you. It doesn't have to be. You have strong legal protections under the Consumer Rights Act 2015, and you have escalation routes if the company refuses to honour them.

The key is to act fast, communicate in writing, keep records and escalate to the CCPC if necessary. Stopee has helped thousands of consumers cancel subscriptions and claim refunds they were entitled to, and we know that a calm, formal, documented approach works. Whether you are within the 14-day cooling-off period or cancelling outside it, send a clear email today to support@trustedhousesitters.com stating your intent, keep a copy, and follow up if you don't hear back within two weeks.

Your membership fee is your money. You have the right to cancel, and you have the right to a refund if the law allows it. Don't let confusion or inertia cost you. Stopee is here to walk you through every step, and the CCPC is there to back you up if Trusted House Sitters won't cooperate.