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Cancel Trustedhousesitters: The Right Way
How to cancel trustedhousesitters and understand your new zealand rights
What trustedhousesitters is and why you might want to leave
The platform explained
Trustedhousesitters is an online membership service that matches pet owners with trusted sitters who care for their homes and animals while they travel. You pay an annual subscription to either list your home and pets (as a Pet Parent) or browse and apply for sits (as a Sitter). Some confirmed bookings may attract an additional booking fee.
The platform operates from a UK base, though it serves members across New Zealand and globally. Membership is straightforward to join, but cancellation deserves the same clarity and care.
Who uses it and common reasons to cancel
Both Pet Parents and Sitters join Trustedhousesitters for flexibility and community. Yet life changes. You might cancel because you no longer travel, found an alternative service, experienced poor customer support, or simply want to reduce subscriptions. Whatever your reason, you have rights. At Stopee, we help you exercise them.
Your consumer rights in new zealand and what protects you
Consumer guarantees act protections
New Zealand's Consumer Guarantees Act gives you powerful protections when you subscribe to digital services. If Trustedhousesitters fails to deliver the service as described, or if it's unfit for purpose, you have the right to cancel and claim a refund. This applies even if Trustedhousesitters was not purchased directly from a New Zealand business.
You also have a statutory cooling-off period. Most online subscriptions purchased by consumers come with a 14-day window to change your mind without penalty. Stopee recommends you exercise this right if you join and immediately regret it.
Your right to cancel and claim refunds
You can cancel your Trustedhousesitters membership at any time. However, refunds are not automatic. You qualify for a full refund within 14 days of joining (or renewal) if you have not actively used the service. Stopee advises keeping records of your sign-up date and any activity logs as evidence if a dispute arises.
If Trustedhousesitters has breached its consumer promise-for example, if the service does not work as advertised or you cannot access features you paid for-escalate your complaint to the Office of the Ombudsman or the Commerce Commission if the company refuses to refund.
How to cancel your trustedhousesitters membership
Cancel via the web platform
Cancelling via the Trustedhousesitters website is the most direct and documented route. Follow these steps carefully, and screenshot or save confirmation emails.
- Log in to your Trustedhousesitters account at trustedhousesitters.com using your email and password.
- If you forget your password, use the "Forgot password" link and reset it before proceeding.
- Navigate to your Account settings, typically found in the menu (top right or hamburger icon depending on your device).
- Look for "My Account," "Profile," or "Account" options.
- Select the Membership or Subscription section. You may see "Manage subscription," "Membership settings," or "Billing."
- This section shows your current plan, renewal date, and payment method.
- Choose "Cancel membership" or "End subscription" and review the on-screen prompt.
- The system will ask why you are leaving-your feedback helps Trustedhousesitters improve, though your answer does not affect cancellation.
- Confirm your cancellation. The system will display a final confirmation message with your cancellation date.
- Pro tip: Screenshot or download this confirmation. You will need proof if a refund query arises.
- Verify that auto-renewal is switched off. Your account should now show "Cancelled" or "Not renewing" status.
- Check your email for a cancellation confirmation message within 24 hours.
Cancel an app-based subscription
If you joined Trustedhousesitters through the Apple App Store or Google Play Store, your billing may be managed by Apple or Google, not directly by Trustedhousesitters. You must cancel through your app store account.
- Open the Apple App Store (iOS) or Google Play Store (Android) app on your device.
- Go to your account or subscription settings.
- Apple: Tap your profile picture, then Subscriptions.
- Google: Tap your profile icon, then Manage subscriptions.
- Find Trustedhousesitters in the list of active subscriptions and tap it.
- Select "Cancel subscription" or "End subscription" and confirm.
- Take a screenshot of the cancellation confirmation for your records.
- Monitor your app store email for a final confirmation. Your access will end at the end of your current billing cycle.
- Warning: Some app store cancellations take 48 hours to fully process. Do not assume it is cancelled until you receive written confirmation.
Cancel an individual sit or booking
If you want to cancel a specific sit (not your entire membership), follow this route. This does not cancel your Trustedhousesitters membership; it only cancels that particular booking.
- Log into your Trustedhousesitters account and navigate to your active bookings or "Sits" section.
- Find the sit you wish to cancel and select it.
- Look for "Cancel this sit," "Cancel booking," or a similar option.
- Notify the other party (sitter or pet parent) immediately through the in-app messaging system. Prompt notice is a courtesy that protects both parties.
- Explain your reason briefly and professionally.
- Confirm the cancellation. If you paid a booking fee, it should be refunded within 14 days.
- Pro tip: If a refund does not arrive, contact Trustedhousesitters support with your receipt and booking reference.
Trustedhousesitters pricing and plans in new zealand
Current membership tiers
Understanding what you pay helps you decide whether cancellation makes financial sense or whether you should switch plans instead.
| Membership tier | Annual price (NZ$) | Best for | Key features |
|---|---|---|---|
| Basic Pet Parent | NZ$149 | Occasional travellers | Post unlimited sits; standard booking fee applies (approx. NZ$12 from early 2026) |
| Premium Pet Parent | NZ$279 | Frequent travellers | Post unlimited sits; booking fee exemption for all confirmed sits |
| Sitter membership | NZ$149-279 (varies by region) | Pet lovers offering sits | Browse and apply for sits; premium tier unlocks more listings |
Hidden fees to watch
From early 2026, Trustedhousesitters will charge a booking fee of approximately NZ$12 per confirmed sit for Basic members. Premium members are exempt. This may push your actual annual cost higher if you arrange multiple sits. Stopee advises factoring this into your decision to stay or cancel.
What happens after you cancel your membership
Your access and listings after cancellation
Cancelling your Trustedhousesitters membership does not instantly delete your account or remove your listings. Instead, your public home profile and sitter bio remain visible only while your paid membership is active.
You retain read-only access to your account data and message history for a limited period. This allows you to retrieve important contact details or booking information. However, you cannot post new sits, update listings, or apply for new bookings once your membership ends.
Your data and privacy after leaving
Trustedhousesitters retains your personal data in accordance with its privacy policy, even after cancellation. You have the right to request a copy of your data or request deletion. To do so, contact Trustedhousesitters support with your full name, email, and membership ID. New Zealand privacy law (Privacy Act 2020) entitles you to know what information they hold about you and how it is used.
Stopee recommends requesting data deletion if you wish to fully exit the platform. This may take 30 days to process.
Will you get a refund when you cancel
The 14-day cooling-off refund
You are entitled to a full refund if you cancel within 14 days of joining or within 14 days of an auto-renewal. However, this refund is conditional: you must not have posted a home listing, applied for a sit, or had any live booking dates published during that 14-day window.
If you meet these conditions, request your refund in writing to Trustedhousesitters support. Include your membership number, cancellation date, and a brief statement that you are claiming the statutory 14-day cooling-off refund. Keep copies of all correspondence.
The money back promise for pet parents
If you are a new Pet Parent and your listing receives no applications within 14 days, you may qualify for a refund under Trustedhousesitters' Money Back Promise. The conditions are strict: you must hold a Standard or Premium membership, post your first listing at least 14 days before the intended sit date, and receive zero applications within 14 days of posting.
Contact support with evidence (screenshots of your listing and application dashboard) to claim this refund. Processing typically takes 14-21 days.
Sitter first-sit refund
New Sitters who submit at least five applications within their first year, only to have all declined or receive no responses within 14 days of the fifth application, may claim a refund. This acknowledges that Trustedhousesitters did not deliver the core service (access to sits). Request this refund with screenshots of your applications and rejection notices.
Booking fee refunds
If you paid a booking fee for a confirmed sit and cancel before the sit starts, you are entitled to a full refund of that fee. Request it immediately upon cancellation, referencing your booking reference number. Trustedhousesitters typically refunds booking fees within 7-14 days.
Common mistakes when cancelling trustedhousesitters
Cancelling the wrong way leads to confusion and delays
Many people assume their membership is cancelled when it is not. They may cancel through the app thinking it cancels their membership, only to find they are still charged. Some give up too early after one failed attempt.
Always cancel via the Trustedhousesitters website directly (trustedhousesitters.com) if possible. This leaves the clearest digital trail. If you cancel via an app store, verify cancellation 48 hours later by checking your account on the website.
Forgetting to screenshot confirmation
Trustedhousesitters support is often responsive, but they receive many requests. If you cancel without saving proof, and a refund dispute arises, you have limited evidence. Screenshot every screen: login confirmation, settings page, cancellation prompt, and final confirmation. Email these to yourself immediately.
Missing the 14-day refund window
Once 14 days pass, your statutory cooling-off refund is no longer available unless the service has failed to perform. Cancel promptly if you know you want out. Stopee advises setting a phone reminder on day 7 if you are unsure, so you have a buffer.
Not requesting a refund explicitly
Cancelling your membership does not automatically trigger a refund. You must ask for one in writing, citing the relevant Trustedhousesitters policy (Money Back Promise, cooling-off, or booking fee refund). Generic emails are often missed. Be specific: "I am requesting a 14-day cooling-off refund under New Zealand consumer law. Membership ID: [ID]. Date joined: [Date]."
Checklist before you hit cancel
| Task | Why it matters | Do before cancelling? |
|---|---|---|
| Export or screenshot your messages and booking history | You lose access to past communication after cancellation | Yes |
| Retrieve sitter or pet parent contact details you may need later | You cannot message through the platform once membership ends | Yes |
| Note your exact sign-up date and any activity dates | Required for refund claims under the 14-day rule | Yes |
| Cancel any outstanding or upcoming sits, with notice | Protects the other party and your reputation | Yes |
| Document your current plan and renewal date | Proves what you paid if a billing dispute arises | Yes |
| Prepare your refund request, if eligible | You have 14 days to request a refund from cancellation date | Yes |
What consumers say about cancelling trustedhousesitters
Real feedback from new zealand members
Cancellation experiences vary. Some users report smooth, quick cancellations with refunds processed within days. Others have faced delays if they cancel via the app store, only to discover they were still charged. A few have struggled to locate the cancellation button in account settings.
The most common frustration: refunds are not automatic. You must request them. Stopee has helped thousands of consumers navigate this process and secure refunds they were entitled to.
Should you cancel or switch plans instead
When to cancel outright
Cancel if you no longer travel, have lost trust in the platform, or prefer a rival service. If you are a Pet Parent who travels once yearly, the annual fee may not justify the service. If you are a Sitter who has not secured a single sit after three months, cancellation saves money.
When to downgrade instead
If you use Trustedhousesitters occasionally, downgrading from Premium to Basic saves NZ$130 per year-though the NZ$12 booking fee applies. For some, this trade-off is worthwhile.
How stopee can help you cancel with confidence
Your partner in cancellation
Stopee has helped thousands of consumers cancel Trustedhousesitters and claim refunds they were entitled to. We understand the platform's policies, New Zealand's consumer laws, and the common traps that delay or block your cancellation.
If Trustedhousesitters refuses your refund request, Stopee guides you through escalation to the Office of the Ombudsman or Commerce Commission. We provide templates, evidence checklists, and step-by-step support so you do not navigate alone.
Visit stopee.com today to access cancellation guides, refund templates, and live support. Stopee is your advocate when companies make it hard to leave.
Contact and escalation
Trustedhousesitters support address
Trustedhousesitters operates from a UK base and does not maintain a physical office in New Zealand. However, you can contact them via:
- Email: support@trustedhousesitters.com (include your membership ID and full name)
- Website contact form: trustedhousesitters.com/contact
- Mailing address: TrustedHousesitters Ltd, Unit 4 Lansdowne Industrial Estate, Lansdowne Road, Croydon, CR0 2BL, United Kingdom
If trustedhousesitters does not respond
If your cancellation or refund request is ignored for more than 14 days, escalate to the Office of the Ombudsman (ombudsman.parliament.nz) or the Commerce Commission (comcom.govt.nz). You are protected by New Zealand law, regardless of where Trustedhousesitters is based. Stopee recommends documenting every email and keeping timestamps of your attempts to reach them.
Cancelling Trustedhousesitters is within your control. Follow the steps above, claim your refund if eligible, and move forward with confidence. Stopee has helped thousands of consumers cancel subscriptions they no longer want. You can too.