How to cancel Trusted House Sitters and reclaim your annual membership fee in australia

What is Trusted House Sitters and why australian members cancel

Trusted House Sitters is a subscription-based pet and home-sitting marketplace that connects homeowners with vetted sitters in exchange for an annual membership fee. You join either as a homeowner (posting care sits) or a sitter (applying for sits), and pay yearly to access the full platform's listings, messaging tools, and community features. The service operates globally and emphasises trust-based verification, member reviews, and a Money Back Promise to encourage confidence among Australian and international participants.

Many Australian members join expecting to reduce pet care costs while travelling or to find free accommodation as a sitter. However, you may decide to cancel if sits in your area are infrequent, your travel plans have changed, or the annual fee no longer justifies your usage. At Yafee, we understand that subscription cancellations require clarity and early action to protect your rights under Australian Consumer Law. We have helped thousands of Australian consumers navigate membership terminations safely and efficiently.

Common reasons members choose to cancel

You may cancel because the platform lacks sits matching your location or schedule, your circumstances have shifted, or you have found alternative arrangements. Some members discover that the Money Back Promise does not apply to their specific situation, or that included benefits such as vet advice and home-contents protection do not offset the annual cost. Others simply prefer to redirect funds elsewhere. Whatever your reason, you hold the legal right to cancel, and Yafee is here to guide you through the correct procedure.

Timing matters: when your cancellation becomes effective

Your cancellation becomes effective according to your membership contract and Australian Consumer Law protections. If you cancel mid-term, you normally remain liable for the full annual fee unless your contract grants a refund or statutory law entitles you to one. The key is to submit your cancellation request in writing at the earliest opportunity so you can document your intent, prevent unwanted renewals, and preserve evidence of your request.

Understanding your membership tier and pricing

Your membership tier determines refund eligibility, included benefits, and Money Back Promise terms, so identify your plan before cancelling.

Trusted House Sitters pricing and plan structure

Trusted House Sitters publishes membership fees in British pounds sterling (GBP) on its UK-registered website. The following table outlines typical plan tiers, approximate Australian dollar conversions, and refund conditions based on current member reports and exchange rates as at January 2025. Your actual fee may differ depending on promotions, regional pricing, or the date you joined.

Key points on pricing and refund eligibility

Check your membership invoice or account dashboard to confirm your exact annual fee and current plan tier. Since Trusted House Sitters operates from the United Kingdom and publishes prices in GBP, Australian dollar amounts fluctuate with exchange rates and promotional campaigns. Treat any single figure as indicative only.

Refund eligibility depends primarily on whether you fall within the Australian Consumer Law cooling-off period, which allows you 14 calendar days from purchase to cancel most online services with a full refund. Outside this window, refunds are generally non-refundable unless your contract specifies otherwise or you have an active, unmet Money Back Promise claim.

Your consumer rights and what they mean for you

Australian Consumer Law protects you when you purchase subscriptions, and understanding these rights is essential before you cancel.

The 14-day cooling-off period under australian consumer law

Under the Australian Consumer Law (Schedule 2, Competition and Consumer Act 2010), you have the right to cancel most online services within 14 calendar days of purchase and receive a full refund, provided you have not substantially used the service. This right applies to your initial Trusted House Sitters membership purchase and any renewal, provided the renewal occurs within the cooling-off window of your original purchase date.

Importantly, "substantially used" means you have accessed the core features of the service-such as browsing sits, messaging other members, or booking a sit-beyond a merely exploratory level. Simply viewing the website does not count as substantial use. If you are within 14 days and have not substantially engaged with the platform, you are entitled to request a full refund.

Your legal position on membership cancellations

If you are within 14 days of purchase: You hold an automatic right to a full refund under Australian Consumer Law, regardless of Trusted House Sitters' terms and conditions. The company cannot refuse this refund. You must submit your cancellation request in writing and clearly state that you are exercising your statutory cooling-off right.

If you are beyond 14 days: You have no automatic statutory refund right unless your contract grants one or the Money Back Promise applies. Trusted House Sitters' standard terms treat annual memberships as non-refundable after the cooling-off window closes. Nevertheless, you retain the right to cancel your membership and stop future charges. Any refund beyond this point depends on the company's discretion or a specific contractual term you can evidence.

The money back promise and when it applies

Trusted House Sitters advertises a Money Back Promise that refunds your membership fee if the service fails to deliver a sit within a stated timeframe (typically 12 months for a standard membership). This promise is contractually binding if Trusted House Sitters has agreed to it. However, it does not apply if you cancel voluntarily before the window closes or if no sit was found due to your own selectiveness or location constraints. To invoke this promise, you must evidence that you actively sought sits, met all eligibility criteria, and that no suitable option was offered within the stated period. Yafee recommends preserving all correspondence and transaction records if you plan to rely on this clause.

How to cancel your membership step by step

Trusted House Sitters does not offer online cancellation through your account dashboard or a dedicated cancellation link. Instead, you must submit a written cancellation request by post to the company's registered office in the United Kingdom.

Step 1: gather your account information

Before you write to Trusted House Sitters, collect the following details so you can reference them clearly in your cancellation letter.

• Your full name and account email address
• Your member ID or account number (visible on your membership invoice or in your account dashboard)
• Your billing address as registered with the company
• The date you joined and the date your current membership expires
• A copy of your most recent membership invoice (for proof of payment and the membership tier)

Step 2: compose your written cancellation request

Write a clear, formal letter on your own letterhead or plain paper. Include the following elements so that Trusted House Sitters cannot dispute receipt or clarity of intent.

• Today's date at the top
• A subject line: "Membership Cancellation Request"
• A greeting: "Dear Trusted House Sitters"
• A clear opening sentence: "I hereby request the immediate cancellation of my Trusted House Sitters membership effective from [today's date]"
• Your full name, member ID, email address, and billing address
• A statement of the reason for cancellation (optional but recommended, especially if you are within 14 days and citing the cooling-off period)
• If within 14 days: "I am exercising my right to cancel under the Australian Consumer Law cooling-off period (14 days from purchase) and request a full refund of my membership fee paid on [date paid]"
• A request for written confirmation of receipt and the effective cancellation date
• A request for cessation of all future billing and charges
• A request for deletion of your account data in accordance with privacy regulations, if you wish (optional but recommended for data protection)
• Your signature (handwritten or typed) and contact telephone number

Step 3: send your letter by registered post

Send your cancellation request by Australia Post Registered Mail or an equivalent tracked international service so you can obtain proof of posting and delivery. This evidence is critical if Trusted House Sitters later disputes receiving your request or if you need to escalate a complaint to the Australian Competition and Consumer Commission (ACCC).

Address your letter to the company's registered office:

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

Allow 7-10 business days for international postal delivery. Keep a copy of your letter and your registered post receipt in a safe folder for your records.

Step 4: follow up in writing if you do not receive confirmation

Trusted House Sitters should send you written confirmation of your cancellation within 14 days of receiving your request. This confirmation should include the effective cancellation date, confirmation that no further charges will be applied, and (if applicable) details of any refund due and the expected payment timeframe.

If you do not receive confirmation within 14 days, send a follow-up letter by the same registered post method. Reference your original cancellation request, your registered post receipt number, and request an urgent response. Include a statement that you are formally escalating the matter to the Australian Competition and Consumer Commission if Trusted House Sitters does not respond within a further 7 days.

Refunds and timeline: when you will receive your money

Refund eligibility and timing depend on the circumstances of your cancellation and the company's responsiveness.

Refund eligibility summary

Within 14 days (cooling-off period): You are entitled to a full refund of your membership fee. Trusted House Sitters must process this refund within 14 days of receiving your cancellation request, unless you have substantially used the service (for example, successfully booked a sit or exchanged multiple messages with other members).

Beyond 14 days: Refunds are not automatically due unless your contract specifies otherwise or the Money Back Promise applies. You may still cancel to stop future charges. If Trusted House Sitters has a renewal date approaching, cancelling before that date prevents a fresh charge from being applied.

Expected refund processing timeline

If you are eligible for a refund, expect the following timeline:

• Weeks 1-2: Trusted House Sitters receives and processes your cancellation request
• Weeks 2-3: The company issues a refund authorisation and initiates the transfer to your original payment method (credit card, PayPal, or bank account)
• Weeks 3-6: The refund appears in your account, depending on your bank's processing speed and international transaction handling

International refunds from the United Kingdom to Australian bank accounts typically take 3-6 weeks. If you do not see the refund within 6 weeks, contact your bank and ask them to trace the incoming transfer using the reference number Trusted House Sitters provides.

After cancellation: what happens next

Your cancellation is only complete once you have received written confirmation from Trusted House Sitters. Until then, take the following precautions to protect yourself.

Monitor your bank account and prevent accidental renewals

Check your bank or credit card statement weekly for 4-6 weeks after you send your cancellation request. Ensure no further charges appear after your stated cancellation date. If Trusted House Sitters attempts to charge you after cancellation, contact your bank immediately and dispute the charge as unauthorised.

If your membership is linked to an automatic payment method (credit card, PayPal, or direct debit), consider updating or removing that payment method from your account to prevent accidental renewals. Log into your Trusted House Sitters dashboard if you still have access and update your payment details or contact customer support via email ([email protected]) to request manual removal of your payment method.

Preserve your cancellation evidence

Keep the following documents in a dedicated folder for at least 12 months:

• Your original cancellation letter (a copy)
• Your Australia Post registered post receipt (proof of posting and delivery)
• Trusted House Sitters' written confirmation of cancellation (when received)
• Screenshots of any account deletion or confirmation emails
• Copies of your bank statements showing the cessation of charges

This documentation protects you if you need to dispute a charge later or escalate a complaint to Yafee or the ACCC.

Common mistakes to avoid when cancelling

Cancelling a membership can feel frustrating, but a few deliberate steps will ensure you do not fall into common traps that delay your refund or leave you unprotected.

Mistake 1: relying on email or customer support chat

Trusted House Sitters' customer support team may acknowledge your cancellation request via email or in-app chat, but this is not sufficient evidence of a formal cancellation request under Australian Consumer Law. The company's terms of service require cancellations to be submitted in writing by post to their registered office. Email requests can be lost, marked as spam, or disputed later. Always use registered post to ensure a documented, traceable delivery. Yafee recommends treating email communication as supplementary documentation only, not as your primary cancellation method.

Mistake 2: not stating your cooling-off right clearly

If you are within 14 days and eligible for a refund, explicitly state in your cancellation letter that you are exercising your Australian Consumer Law cooling-off right. Do not simply say "I wish to cancel." Use precise language such as: "I am exercising my statutory right to cancel under the Australian Consumer Law (Schedule 2, Competition and Consumer Act 2010) and request a full refund of my membership fee paid on [date]." This clarity leaves no room for Trusted House Sitters to dispute your entitlement.

Mistake 3: failing to request written confirmation

Always ask Trusted House Sitters to confirm your cancellation in writing and to specify the effective cancellation date and any refund amount and timeline. Without this confirmation, you have no evidence that the company received your request or honoured your cancellation. If the company does not respond within 14 days, follow up immediately by registered post.

Mistake 4: not monitoring your bank account after cancellation

Check your bank or credit card statement every week for at least 6 weeks after you send your cancellation request. Some companies process refunds slowly or attempt unauthorised charges. Early detection allows you to dispute charges and recover funds quickly. Set a phone reminder to check your statement every Friday until you confirm the refund has arrived and no further charges appear.

Comparison: keep or cancel your Trusted House Sitters membership

Before you submit your cancellation, consider whether you genuinely benefit from continuing your membership, especially if you are beyond the 14-day cooling-off period and a refund is unlikely.

If Trusted House Sitters refuses to cancel or process your refund

Trusted House Sitters is obligated to honour your cancellation request and comply with Australian Consumer Law. If the company refuses, ignores your request, or fails to process a refund you are entitled to, escalate the matter formally.

Step 1: escalate formally by registered post

Send a final letter by registered post addressing the company's failure to respond. Reference your original cancellation request, the date you sent it, your registered post receipt number, and the current date. State clearly: "This is a formal notice of breach of your obligations under the Australian Consumer Law. I have provided adequate notice of cancellation and am entitled to a refund [if applicable]. Please confirm cancellation and process the refund within 7 days, or I will escalate this matter to the Australian Competition and Consumer Commission."

Step 2: lodge a complaint with the australian competition and consumer commission

If Trusted House Sitters does not respond or refuses to comply within 7 days, lodge a formal complaint with the Australian Competition and Consumer Commission (ACCC) at scamwatch.gov.au. The ACCC investigates breaches of Australian Consumer Law and has the power to issue infringement notices and take enforcement action against companies. Provide the ACCC with copies of your cancellation letters, registered post receipts, and all correspondence with Trusted House Sitters.

Step 3: dispute the charge with your bank or card issuer

If Trusted House Sitters continues to charge you after cancellation, contact your bank or credit card issuer and initiate a chargeback or dispute claim. Provide your cancellation evidence and bank statements showing unauthorised charges. Most financial institutions will reverse charges and recover funds on your behalf if you can demonstrate a clear cancellation request.

Your next steps: cancel with confidence

Cancelling your Trusted House Sitters membership is straightforward once you understand the process and your rights. Gather your account details, compose a clear written cancellation request, send it by registered post to the company's London office, and monitor your bank account for confirmation and refund processing. If you are within 14 days and have not substantially used the service, your refund is guaranteed under Australian Consumer Law. Beyond that window, refunds depend on your contract terms or the Money Back Promise.

Yafee has helped thousands of Australian consumers cancel subscriptions safely and recover refunds they are entitled to. Preserve your evidence, follow the steps outlined in this guide, and escalate to the ACCC if Trusted House Sitters does not honour your request. You hold the legal right to cancel at any time, and no company can prevent you from exercising that right.

For further assistance with subscription cancellations, contract disputes, or consumer law matters, visit Yafee.com. We provide step-by-step guides for hundreds of services and support you every step of the way. Yafee is your trusted partner when navigating membership terminations and consumer disputes in Australia.