Manage Sittercity

How to cancel sittercity in new zealand and protect your rights

What is sittercity and why parents use it

Sittercity is an online marketplace that connects New Zealand parents with caregivers including babysitters, nannies, and pet sitters. The platform lets you search caregiver profiles, read reviews, and contact providers directly through a Premium Membership that unlocks messaging features.

Many parents find value in the searchable database and safety features. However, if you're no longer using the service or want to manage your spending, you need to know exactly how to cancel without being charged for unwanted renewal cycles.

Free and paid membership tiers

Sittercity offers a free Basic account that lets you browse profiles and read reviews. The Premium Membership unlocks direct messaging and contact features, and renews automatically each billing period unless you cancel.

If you purchased your subscription through the Apple App Store or Google Play, your billing and cancellation are managed by those platforms, not by Sittercity directly. This is a critical distinction that catches many users off guard.

Your consumer rights in new zealand

Before you cancel, understand the legal protections that apply to your subscription.

The consumer guarantees act and your protections

Under New Zealand's Consumer Guarantees Act 1993, services must be of acceptable quality, fit for purpose, and delivered with due care and skill. If Sittercity fails to deliver on these promises, you have the right to seek remedies including refunds or cancellation.

Sittercity's stated policy says membership fees are non-refundable and no credits apply for unused time. However, this does not override your consumer rights if the service fails to meet acceptable standards or if you were misled about auto-renewal terms.

If Sittercity refuses to address a legitimate complaint, you can escalate to the Commerce Commission or your local Citizens Advice Bureau. Keep all receipts and correspondence for evidence.

Auto-renewal disclosure rules

New Zealand's Fair Trading Act requires that any auto-renewing subscription must be clearly disclosed before purchase, and cancellation must be as easy as subscription. If you were not clearly informed about auto-renewal, or if cancellation is deliberately obscured, you have grounds to dispute charges.

Document everything: screenshots of the signup screen, billing statements, and any customer service responses. This evidence protects you if you need to escalate a refund claim through your bank or the relevant app store.

Pricing and plan overview

Understanding what you're paying helps you decide whether cancellation makes sense for your situation.

Sittercity membership costs

Sittercity publishes pricing in US dollars. Exact New Zealand dollar amounts vary depending on your billing cycle and any active promotions at the time of signup.

Contact Sittercity support directly for current New Zealand pricing, as costs fluctuate with currency conversion and promotional offers. Check your invoice to see exactly what you're being charged in NZD.

Should you cancel sittercity

Before you go through the cancellation process, take a moment to decide if it's the right choice for you.

Reasons to cancel

• You've found alternative childcare or pet-sitting arrangements and no longer need the platform
• You're not actively using the messaging or contact features, so Premium membership no longer provides value
• Auto-renewal charges are draining your budget without you realizing it
• You prefer to downgrade to Basic to browse profiles without paying for messaging
• You've experienced poor customer service or disputes with caregivers and lost confidence in the platform

Reasons to keep it

• You regularly hire caregivers through the platform and rely on the messaging system
• You have a trusted caregiver who only accepts contact via Sittercity Premium features
• You value the ability to quickly search and vet multiple caregivers during peak seasons (school holidays, holidays)
• The annual plan offers genuine savings if you plan to use it throughout the year

Pro tip: If you're unsure, downgrade to Basic instead of fully cancelling. You'll stop auto-renewal charges but keep the ability to browse and read reviews. This gives you flexibility to reactivate Premium later without losing your account history.

How to cancel sittercity on web and desktop

If you signed up directly through Sittercity's website, follow these steps to cancel your Premium Membership and stop auto-renewal.

Step-by-step web cancellation

1. Log into your Sittercity account using your email and password on the main website
   • Go to sittercity.com (or your regional Sittercity site)
   • Click "Log in" in the top right
   • Enter your email and password
2. Navigate to Account Settings
   • Click your profile icon or name in the top right corner
   • Select "Account Settings" from the dropdown menu
3. Find the Membership section
   • Look for "Membership" or "Subscription" in the left sidebar or main menu
   • Click "Manage subscription" or "Manage membership"
4. Choose your cancellation option
   • To keep your account but stop charges, select "Downgrade to Basic"
   • This immediately stops auto-renewal and removes Premium features when your current billing period ends
   • You'll retain your account profile and can browse, but cannot send direct messages
5. Confirm the downgrade
   • Click the confirmation button
   • You should see a confirmation message and a new expiry date for your Premium access
6. Save your confirmation email
   • Sittercity will send a confirmation email; save this for your records
   • If you don't receive one within 24 hours, contact Sittercity support to verify the cancellation went through

Warning: Simply deleting the Sittercity app or logging out does NOT cancel your subscription. You must actively downgrade or deactivate through Account Settings, or your Premium membership will renew automatically and you'll be charged.

How to cancel if you subscribed through the app store

If you signed up for Sittercity Premium through your iPhone's Apple App Store or an Android phone's Google Play Store, you must cancel through that platform, not through Sittercity directly.

Cancel sittercity on iPhone (Apple app store)

1. Open the Settings app on your iPhone
   • Tap the grey "Settings" icon on your home screen
2. Tap your name and Apple ID at the top of the settings menu
   • Look for your profile picture or initials at the very top
3. Tap "Subscriptions"
   • This shows all active and expired subscriptions linked to your Apple ID
4. Find and tap "Sittercity" in the subscription list
   • Scroll to find it; subscriptions are listed alphabetically
5. Tap "Cancel Subscription"
   • A confirmation screen will appear asking why you're cancelling (optional feedback)
   • Tap "Confirm" or "Yes" to complete the cancellation
6. Verify the cancellation
   • The status should change to "Cancelled" with a red icon
   • You'll keep access until the current billing period ends, then Premium features stop

Important: Even if you deactivate your Sittercity parent account on the website, Apple App Store subscriptions must be cancelled separately in Settings. Failure to do this means Apple will continue charging you monthly.

Cancel sittercity on android (Google play)

1. Open the Google Play Store app on your Android phone
   • Tap the colourful Play Store icon on your home screen or app drawer
2. Tap your profile icon in the top right corner
   • It appears as a circle with your initial or profile picture
3. Tap "Manage your Google Play account"
   • A menu will open with account and subscription options
4. Tap "Subscriptions" at the top
   • You'll see a list of all active subscriptions
5. Tap "Sittercity"
   • The subscription details page opens
6. Tap "Cancel subscription"
   • Google will ask for cancellation feedback (optional)
   • Confirm by tapping "Cancel subscription" again
7. Confirm cancellation
   • The status changes to "Cancelled" and you'll receive a confirmation email from Google
   • Your access continues until the end of the current billing cycle

Pro tip: Set a reminder in your calendar for the last day of your paid access period. This is when your Premium features stop working. If you need caregiving services again, you can reactivate or downgrade strategically before that date.

How to fully deactivate your sittercity account

If you want to go beyond cancelling your membership and permanently deactivate your entire parent account, follow these steps.

Account deactivation process

1. Log into your Sittercity account on the website
   • Use your email and password as normal
2. Go to Account Settings
   • Click your profile icon in the top right and select "Account Settings"
3. Find the Membership or Account section
   • Look for "Membership", "Account", or "Preferences" in the sidebar
4. Locate "Deactivate account" or "Close my account"
   • This option is typically at the bottom of the membership or account page
5. Click "Deactivate account"
   • Sittercity will show a confirmation screen explaining what happens when you deactivate
6. Confirm the deactivation
   • Click the final "Confirm deactivation" or "Yes, close my account" button
   • Your profile becomes hidden, and your Premium subscription (if active) is cancelled immediately

Warning: Deactivating your account removes your profile from the caregiver search directory and prevents caregivers from contacting you. If caregivers have your direct contact details, they can still reach you outside the platform. Your account data may be retained by Sittercity for legal, tax, or security purposes.

Pro tip: Before deactivating, download or screenshot any important information: caregiver recommendations, rates agreed, and contact details you may need later.

What happens after you cancel

Cancellation is just the beginning. Understanding what to expect next helps you avoid confusion and protects you if billing issues arise.

Your access during and after the cancellation period

When you downgrade to Basic or cancel Premium, you typically retain full access to all Premium features until the end of your current billing cycle. After that date, messaging and direct contact tools lock behind a paywall again.

If you deactivate your entire account, your profile is hidden immediately, but your billing is also cancelled right away, regardless of any remaining paid time.

Stopee recommends taking screenshots of any caregiver contact details or rates before you lose Premium access, so you have a record if you need to hire them again in future.

When does billing stop

Downgrading or cancelling stops future charges only. The charge that triggered your cancellation decision is not refunded. Your next renewal would have occurred on your renewal date; once you cancel, that charge does not go through.

If you see a charge after cancellation, check your confirmation email for the exact end date of your Premium period. If the charge is beyond that date, contact Sittercity support or your bank immediately to dispute it.

Reactivating your account later

If you cancel and later need caregiving services again, you can reactivate your account by logging in and purchasing a new Premium membership. Your old profile, reviews, and communication history are preserved (unless you deactivated fully).

You will not be automatically charged if you reactivate. You must manually purchase a new membership plan.

Will you get a refund

Refunds are the question that worries most Sittercity users. Here's the honest breakdown.

Sittercity's official refund policy

Sittercity's stated policy is clear: membership purchases and renewal fees are non-refundable, and no credits are issued for unused time. Once you pay, the company considers the transaction final.

However, Sittercity's refund policy does not override your legal rights under New Zealand's Consumer Guarantees Act. If the service fails to deliver on its promises or if you were misled about auto-renewal, you have grounds to challenge the non-refund position.

How to dispute a charge if refund is refused

If Sittercity refuses a refund and you believe you're entitled to one, you have three escalation paths:

1. Contact your bank or credit card company
   • File a dispute or chargeback request
   • Provide your cancellation confirmation email and explanation
   • Banks often side with consumers on auto-renewal disputes if the terms were unclear
2. Dispute through the app store
   • For Apple: Go to reportaproblem.apple.com, select the charge, and request a refund with your reason
   • For Google Play: Open the Play Store app, tap your profile icon, go to "Manage your Google Play account", tap "Payments and subscriptions", select the transaction, and request a refund
   • Apple and Google offer 15-90 day refund windows depending on the purchase date
3. Escalate to the Commerce Commission
   • If the amount is significant and Sittercity refuses all refund requests, lodge a complaint with the Commerce Commission
   • Describe how auto-renewal terms were presented and that the service did not meet acceptable quality standards
   • The Commission can investigate and order remedies

Stopee has seen users recover refunds by disputing through their banks when they can prove unclear auto-renewal disclosure. Keep your evidence organized: signup screenshots, billing statements, cancellation confirmations, and all support correspondence.

Common cancellation mistakes to avoid

Cancellation sounds straightforward, but small missteps cost you money. Here are the traps that catch people off guard.

Mistake 1: thinking app deletion cancels your subscription

Deleting the Sittercity app from your phone stops notifications and access, but it does NOT cancel your subscription or stop auto-renewal. Your Premium membership renews on schedule and you're billed, even if the app is gone.

Always cancel through Account Settings or the app store subscription menu, not just by deleting the app.

Mistake 2: cancelling on the website when you subscribed via the app store

If you signed up through Apple or Google Play, the website cancellation does not stop app store billing. You must cancel separately in your phone's Settings (Apple) or Google Play Store. Many users cancel on the website, feel confident, then get charged again a month later because the app store subscription was still active.

Pro tip: After you cancel anywhere, check both sources (website account settings and app store) to confirm both are inactive.

Mistake 3: waiting until the last day to cancel before renewal

If you wait too long, Sittercity or the app store may have already processed your renewal charge before your cancellation takes effect. Most platforms process renewals 24 hours before the official renewal date.

Cancel at least 3 days before your renewal date to be safe. Check your renewal date in Account Settings or your subscription confirmation email.

Mistake 4: not saving your confirmation email

Cancellation confirmations are your proof if a charge appears later or if Sittercity claims you never cancelled. Spam filters sometimes catch these emails. Save it to a folder or take a screenshot immediately after you see the confirmation on screen.

Mistake 5: assuming a downgrade to basic is the same as cancellation

Downgrading stops Premium charges, but you can still access your account and browse profiles. If you truly want to leave, you may need to deactivate fully. Downgrading is useful if you want to keep options open; full deactivation is for when you're done with the service entirely.

Cancellation checklist

Use this checklist to confirm you've completed every step and protected yourself from future charges.

Sittercity contact and mailing address

If Stopee's guides above don't solve your issue, or if Sittercity refuses to honour a cancellation or refund, contact the company directly or escalate to consumer protection authorities.

Customer support contact

Sittercity does not publish a New Zealand-specific mailing address. For cancellation help and support queries, contact the company through these channels:

• Help centre: Visit support.sittercity.com for FAQs and contact forms
• Email support: Use the contact form on the website (most reliable for documentation)
• In-app support: Open the Sittercity app, tap Help, and submit a support ticket

When you contact support, reference your Account ID (found in Account Settings), your email address, and the date of the charge you're disputing. Mention that you are a New Zealand customer and cite the Consumer Guarantees Act if your complaint involves a refund or service quality issue.

New zealand escalation contacts

If Sittercity does not respond or refuses your refund claim within 14 days, escalate to the relevant authority:

• Commerce Commission: complain.org.nz (New Zealand's consumer watchdog; handles unfair trading, auto-renewal disputes, and service quality complaints)
• Citizens Advice Bureau: Call 0800 583 556 or visit citizensadvice.org.nz for free advice on your consumer rights
• Your bank or credit card issuer: File a dispute or chargeback claim if you paid by card and Sittercity won't refund
• Your app store provider: Apple (reportaproblem.apple.com) or Google Play (in-app dispute process) if you paid through them

Key takeaways and how stopee can help

Cancelling Sittercity is straightforward once you know the rules and the traps. The most important steps are to cancel in the right place (website, Apple, or Google Play-not just delete the app), save your confirmation, and check again after 24 hours to confirm the change took effect.

You are not entitled to a refund under Sittercity's stated policy, but you do have legal rights under New Zealand's Consumer Guarantees Act if the service failed to meet acceptable standards or if auto-renewal was not clearly disclosed. Keep evidence of your cancellation and any unfair treatment, because Stopee has tracked thousands of cases where consumers successfully disputed charges by escalating to their banks or the Commerce Commission.

If you feel uncertain about cancelling or worried about being overcharged, Stopee (stopee.com) has helped thousands of consumers cancel subscriptions, recover refunds, and understand their rights. Our guides cover every major service and platform, so you can cancel with confidence and protect your money.