Manage Trustedhousesitters

How to cancel trustedhousesitters and understand your refund rights in south africa

What is trustedhousesitters and who should consider cancelling

Trustedhousesitters is a membership platform that links pet owners with house sitters who provide pet care in exchange for free accommodation. The service operates on an annual subscription model, charging membership fees upfront and additional booking fees for each confirmed sit arrangement. You post your home and pet care needs, sitters apply, and once you agree on a sit, a booking fee is charged to finalise the arrangement.

If you are no longer using the platform, finding the service unaffordable, or have discovered alternative pet care solutions, cancelling your membership may be the right choice. Stopee understands that subscription services can accumulate quickly, and we are here to guide you through every step of the cancellation process with clarity and confidence.

Membership tiers and what you are paying for

Trustedhousesitters offers multiple membership levels tailored to pet parents and house sitters. Each tier comes with different features, including boosted listing visibility, veterinary video call access, travel insurance options, and home and contents cover for certain plans. Understanding your current plan helps you decide whether downgrading, pausing, or cancelling entirely is best for your situation.

Why you might want to cancel

Common reasons for cancellation include lack of suitable sits, unexpected financial pressures, dissatisfaction with customer service, or simply no longer needing pet care coverage. Whatever your reason, you have consumer rights in South Africa that protect you during the cancellation process. Stopee is committed to ensuring you understand those rights and exercise them effectively.

Your consumer protection rights in south africa

South African law provides you with specific protections when cancelling subscription services and seeking refunds.

The consumer protection act and your cancellation rights

The Consumer Protection Act, 2008 (CPA) is your strongest legal protection. Under this Act, you have the right to cancel any distance contract (including online memberships) within 14 calendar days of accepting the agreement, provided you have not yet received the service or goods. For Trustedhousesitters, this means you can request a full refund within 14 days of signing up if you change your mind, regardless of whether you have used the platform.

Additionally, if Trustedhousesitters fails to deliver on promised features or services, the CPA entitles you to request a refund based on breach of contract. Stopee advises keeping records of all communications with the platform, as these form your evidence should a dispute arise.

Trustedhousesitters' 14-day money back promise

Trustedhousesitters offers a 14-day Money Back Promise for first-year members, which goes beyond the legal minimum in some cases. For pet parents, you qualify for a full refund if no sitter applications arrive within 14 days of posting your first listing, provided the listing start date falls at least 14 days after you posted it. For sitters, the refund applies if you have submitted five applications but confirmed no sit within 14 days of your fifth application.

However, confusion exists around whether you must request refunds within the 14-day window. Stopee recommends requesting your refund immediately upon becoming eligible, and if denied, escalating to Membership Services with evidence of your eligibility dates.

How to cancel your trustedhousesitters membership

Cancelling your membership involves stopping auto-renewal and, if desired, requesting account closure or data deletion. Follow these clear steps to ensure your cancellation is processed correctly.

Step-by-step cancellation process

1. Log into your Trustedhousesitters account using your email and password.
   • If you cannot remember your login details, click "Forgot Password" and reset your credentials before proceeding.
2. Navigate to your account settings or membership management section.
   • Look for tabs labelled "Account", "Settings", "Membership", or "Billing".
   • The exact menu location may vary depending on whether you are accessing the website or mobile app.
3. Find the auto-renewal or subscription management option.
   • This section typically displays your current plan, renewal date, and payment method.
   • Some accounts show a button labelled "Cancel Membership", "Stop Renewal", or "Manage Subscription".
4. Select the option to cancel auto-renewal.
   • You may be prompted to provide a reason for cancellation. Select the option that best describes your situation (cost, no longer needed, found alternative service, etc.).
   • The platform may offer a discount or pause option to retain your membership - decline this if you are certain you want to cancel.
5. Confirm your cancellation.
   • A confirmation message or email should appear immediately. Pro tip: take a screenshot of this confirmation, as it serves as proof of cancellation.
6. If online cancellation is unavailable, contact Trustedhousesitters Membership Services directly.
   • Email the support team and clearly state "I request immediate cancellation of my membership" with your account details.
   • Request written confirmation of cancellation and note the date of your request.

Handling confirmed sits during cancellation

If you have already confirmed sits scheduled after your cancellation date, you must address these separately. Cancelling your membership does not automatically cancel confirmed sits; instead, you and the sitter remain bound by your booking agreement.

Warning: Cancelling a sit unilaterally without agreement from the other party may result in loss of your booking fee and possible account restrictions or disciplinary action from Trustedhousesitters.

• Contact the sitter or pet parent directly through the platform messaging system.
• Explain your situation and propose cancelling the sit by mutual agreement.
• Once both parties agree, the booking fee becomes refundable in full.
• Document the agreement in writing (via the platform or email) as proof should disputes arise.

Refunds, booking fees, and what you can expect to recover

Your refund eligibility depends on when you cancel, whether you qualify under Trustedhousesitters' Money Back Promise, and the Consumer Protection Act.

Refunds under the 14-day money back promise

You qualify for a full membership refund if you meet one of these conditions:

• You are a pet parent and have received no sitter applications within 14 days of posting your first listing (with the listing start date at least 14 days after posting).
• You are a sitter and have made five applications but confirmed no sit within 14 days of submitting your fifth application.
• You cancel within 14 days of signing up (CPA distance contract cancellation right).

Contact Membership Services with evidence of your eligibility (screenshot of listing date, application count, or membership sign-up confirmation). Refunds typically process within 5-10 working days once approved.

Booking fee refunds for cancelled sits

Whenever a confirmed sit is cancelled after booking - whether by you or the other party - the booking fee is refundable in full. You do not forfeit this fee simply because you initiated the cancellation; it becomes refundable once both parties agree to cancel or if the other party cancels.

• Request the refund through the platform immediately after agreeing to cancel the sit.
• If the refund does not appear within 10 working days, email Membership Services with your booking reference and cancellation agreement.

Non-refundable charges and exceptions

Membership fees paid more than 14 days before cancellation (and outside the Money Back Promise window) are generally non-refundable unless you can demonstrate a breach of contract by Trustedhousesitters. For example, if the platform fails to deliver promised features or experiences downtime preventing you from using the service, you may have grounds for a proportional refund under the CPA.

Pro tip: Keep screenshots of any service failures, error messages, or missing features. These strengthen your case if you escalate to Stopee or a consumer authority.

Trustedhousesitters pricing and membership plans

Understanding what you are currently paying helps you confirm whether cancellation is financially sensible or whether a lower-tier plan might suit you better.

Current membership plans and pricing

Note: Prices are charged in USD and converted to ZAR (South African Rand) at the exchange rate on your checkout date. Currency fluctuations may cause your local price to vary month to month if you renew. Stopee recommends checking your latest invoice to confirm the exact amount charged in ZAR before deciding to cancel.

What happens after you cancel your membership

Cancellation is not instantaneous - understanding the timeline and what changes helps you plan accordingly.

Access during and after the cancellation period

When you cancel your membership, you retain access to member features until the end of your paid billing period. For example, if you cancel on 15 February and your membership expires on 31 March, you can use the platform until 31 March. After that date, you lose access to member-only features, including the ability to post new sits or apply for new bookings.

Any confirmed sits that extend beyond your membership cancellation date remain valid. You and the sitter are still obligated to honour the booking. Your membership status does not override existing agreements.

Your account data and profile retention

Cancelling your membership does not automatically delete your account profile or history. Your data remains stored on Trustedhousesitters' servers unless you explicitly request account deletion. If you want your profile removed entirely, submit a separate data deletion request to Membership Services citing your right to erasure under the Protection of Personal Information Act (POPIA).

• Email Membership Services with subject "Request for account deletion and data erasure".
• Include your account email and full name.
• Request confirmation once deletion is complete.
• Allow 30 days for processing.

Auto-renewal and preventing future charges

Once your cancellation is processed, auto-renewal stops permanently. You will not be charged again unless you manually reactivate your membership. However, Warning: sometimes cancellation requests are not fully processed on the payment processor's side, leading to unexpected charges. Check your bank or credit card statement 2-3 days after your expected renewal date to confirm no charge appears.

If you are charged after cancellation, contact your bank immediately to dispute the charge and escalate to Trustedhousesitters Membership Services with your cancellation confirmation.

Common cancellation mistakes and how to avoid them

Many users face unnecessary friction during cancellation simply because they miss a crucial step or misunderstand the platform's policies. Learning from these mistakes protects you.

Mistake 1: assuming membership cancellation cancels all confirmed sits

Your membership and your confirmed sits are separate contracts. Cancelling one does not cancel the other. If you cancel membership but have a sit starting next month, you are still bound by that booking unless you reach separate agreement with the sitter to cancel the sit itself.

Solution: Always address confirmed sits individually before or immediately after cancelling membership. Message the sitter directly and document any mutual cancellation agreement.

Mistake 2: not keeping cancellation confirmation

If a dispute arises weeks later about whether you actually cancelled, Trustedhousesitters may ask you to prove it. Without a screenshot or email confirmation, you have no evidence.

Solution: Screenshot every cancellation screen and save any confirmation emails. Forward the confirmation email to your own inbox for safekeeping.

Mistake 3: missing the 14-day money back promise eligibility window

Some users delay requesting their refund, assuming they can do so anytime. In reality, while the 14 days determines eligibility (not the request deadline), waiting longer weakens your position and may result in denial if Trustedhousesitters disputes your dates.

Solution: Request your refund the moment you become eligible. Provide screenshots of listing dates, application counts, or membership sign-up confirmation.

Mistake 4: forgetting to stop auto-renewal before cancelling

Some users think simply not using the platform means cancellation. In fact, auto-renewal will charge you again on your renewal date unless you explicitly toggle it off in account settings.

Solution: Log in, find the auto-renewal toggle, and switch it off before attempting to cancel membership itself. Stopee recommends doing this step first, even before you decide to fully cancel.

How stopee helps you cancel subscriptions with confidence

Cancelling subscriptions should not feel complicated or risky. That is why Stopee exists. We provide step-by-step guidance tailored to each platform, empowering you with knowledge of your consumer rights and helping you navigate refund disputes when they arise.

Whether you are cancelling Trustedhousesitters or any other service, Stopee breaks down the process into simple actions, flags potential pitfalls, and connects you with the right escalation channels if a company refuses your cancellation or refund request. Our mission is your peace of mind.

Contacting trustedhousesitters and escalation options

If cancellation, refund requests, or membership disputes are not resolved through standard channels, you have formal escalation options.

Trustedhousesitters contact details

Trustedhousesitters Ltd is registered in the United Kingdom. The company's registered office for legal correspondence, including cancellation disputes, is:

Trustedhousesitters Ltd
20-22 Wenlock Road
London, N1 7GU
United Kingdom

A secondary office is located at Mocatta House in Brighton. Contact Membership Services via email or the website contact form to initiate cancellation or escalate unresolved refund requests. Always include your account email, full name, and membership number for fastest processing.

Escalating disputes to consumer authorities in south africa

If Trustedhousesitters denies your cancellation or refund without valid reason, you can escalate to South African consumer protection authorities:

• The National Consumer Commission (NCC): Lodge a complaint if you believe Trustedhousesitters has violated your rights under the Consumer Protection Act. The NCC investigates complaints and can compel refunds or service corrections.
• Your bank or payment processor: If you were charged after cancellation or wrongfully denied a refund, dispute the charge with your bank. Most banks in South Africa offer chargeback protection for unauthorised or fraudulent charges.
• Stopee: We monitor cancellation patterns and can advise you on whether Trustedhousesitters' denial is justified or whether you have grounds to escalate further.

Keep all evidence: cancellation confirmations, emails requesting refunds, membership invoices, and any responses from Trustedhousesitters. This documentation strengthens your case if you file a formal complaint.

Final checklist: cancelling trustedhousesitters safely

Use this checklist to ensure you complete every cancellation step correctly.

Why cancelling with guidance matters: your next steps

Trustedhousesitters is a useful platform for many, but it is not right for everyone. If you have decided to cancel, taking a structured, evidence-backed approach protects your money and your time. Stopee has helped thousands of consumers cancel subscriptions successfully, understanding both the process and their rights under South African consumer law.

Whether you are cancelling due to cost, lack of use, or dissatisfaction, your decision is valid. Follow the steps above, keep your documentation, and do not hesitate to escalate if Trustedhousesitters denies a legitimate refund request. Stopee is here to support you every step of the way.