Coronavirus FAQs

Paul - Head of Membership Services

With the coronavirus affecting the whole TrustedHousesitters community, staying informed is more important than ever. To make that as easy as possible, we've put all the answers to your most frequently asked questions in one place.

Sitter FAQs

How do I get in touch if I have an urgent enquiry?

Your Membership Services team is here to help. Phone lines and live chat may currently be busier than normal, so we recommend sending us a message.

I have a sit planned within the next three months. Should I presume it’s going ahead?

It’s difficult to predict how this situation will turn out, but it seems safe to say there will be significant travel disruption for the foreseeable future. For this reason, we have emailed all members with planned sits in the next three months and asked them to confirm whether or not the sit will still go ahead.

Given the health and safety risks posed by coronavirus, we ask all members to review local authorities’ travel guidance and health advisories related to this outbreak, as well as the global guidance from the World Health Organisation.

As the situation evolves, it’s more important than ever that both sitters and owners communicate their status and travel plans. If you’re having difficulty reaching another member about a confirmed sit, please contact Membership Services.

We always advise that both sitters and owners have a plan B before confirming a sit, just in case any unforeseen circumstances result in a sit being cancelled. This includes making sure you have sufficient emergency funds. You can find more guidance on our coronavirus blog post or contact Membership Services. 

We have also produced a sitters guide on how to conduct safe and responsible sits right now.

Why are you accepting sits when most countries are in a period of lockdown?

A number of owners are still looking for sitters as they have had to return to friends and family in other areas. Owners are also still using the platform to list sits far into the future, when it will hopefully be safe to travel again. 

All of my sits have been cancelled. What should I do?

Your Community Manager, Auntie Angela, is working around the clock to support sitters who are struggling to find a place to stay. If you are in this situation or feel you can help by offering accommodation, please reach out to Auntie Angela

Why am I not receiving frequent daily alerts?

As the current global situation continues to develop, we are taking steps to make sure you are receiving the most appropriate content during this time. For this reason, we will be reducing your daily alerts to once a week on a Wednesday. When we deem it the right time to bring these back more frequently, you will be notified and your inbox will continue to showcase all the cute pets and homes looking for your help.

Owner FAQs

How do I get in touch if I have an urgent enquiry?

Your Membership Services team is here to help. Phone lines and live chat may currently be busier than normal right now, so we recommend sending us a message.

Does the Insurance Backed Guarantee cover a cancelled sit?

No, the Insurance Backed Guarantee covers property damage, theft and public liability. For further information, please take a look at our Insurance Backed Guarantee page

Can I still list my sit?

Owners are still able to list their sits on the platform as we have a number of sitters who are still looking for sits. Given the health and safety risks posed by this virus, we ask all members to review local authorities’ travel guidance and health advisories related to this outbreak, as well as the global guidance from the World Health Organisation. For further information take a look at our trusted guidance for members.  

We have also produced an owners guide on how to conduct safe and responsible sits right now.

I have a sitter due to arrive in the next three months. Should I presume the sit is going ahead?

It’s difficult to predict how this situation will turn out, but it seems safe to say there will be significant travel disruption for the foreseeable future. For this reason, we have emailed all members with planned sits in the next three months and asked them to confirm whether or not the sit will still go ahead.

Given the health and safety risks posed by the virus, we ask all members to review local authorities’ travel guidance and health advisories related to this outbreak, as well as the global guidance from the World Health Organisation.

As the situation evolves, it’s more important than ever that both sitters and owners communicate their status and travel plans. If you’re having difficulty reaching another member about a confirmed sit, please contact Membership Services.

We always advise that both sitters and owners have a plan B before confirming a sit, just in case any unforeseen circumstances result in a sit being cancelled. You can find more guidance on our coronavirus blog post or contact Membership Services

My sitters have cancelled. What can I do?

Your Community Manager, Auntie Angela, is working around the clock to support sitters who are struggling to find a place to stay. If you are in need of a sitter, please reach out to Auntie Angela. 

Questions about memberships

Will you be refunding, extending, or pausing payments of memberships?

The actions taken to control the coronavirus have had a serious impact on many travel and leisure businesses around the world. TrustedHousesitters is not immune and we have seen our business heavily impacted by the global halt on people’s travel plans. 

We have taken the necessary steps to reduce our costs to ensure that we can weather the storm, but unfortunately, we are unable to further risk the viability of the business by offering free concessions to all members. However, we recognise that some members may be facing financial difficulties during this time. If you are in this situation, we ask that you get in touch.

We do understand that you may not be arranging a sit anytime soon and so we’d like to thank you for being a member during this incredibly difficult time. By doing so, you’re helping our community and Team Trusted continue for the long term.

Please know that we are doing everything we can to protect the platform so that when this crisis is over, we will still be here to help you continue traveling while keeping pets happy at home. We really appreciate your support and promise to stay in touch with all members during this difficult time.

Questions about TrustedHousesitters

What is the TrustedHousesitters team working on during the lockdown in the UK?

Our main priority is our members, which is why a large number of the team are working around the clock to provide them with help and support. 

The rest of Team Trusted are busy making the platform the best it can be for when we return to normal. They will also be providing you with plenty of content to keep you and your pets feeling connected during this difficult time, including the launch of Trusted TV (a Youtube playlist dedicated to entertaining the pets of members currently in self-isolation). 

I want to be part of keeping the community going. How can I help?

We can’t tell you how proud we are to have supportive members who are so keen to help the community continue during this difficult time. 

One of the biggest ways you can help right now is by sharing your stories and telling more people about TrustedHousesitters. Because when people are ready to travel freely again, we want to help them do it in a wonderful way that keeps pets safe and happy at home. 

As a member, you’ll still be able to find and share your 20% off refer a friend code on your dashboard, which will earn you two free months whenever it’s used. Even if your friends and family aren’t ready to join right now, they can still sign up to our emails for free to receive cute pets and positive content in their inbox, which we all need right now. 

Our team will also be sharing even more positive content across our Facebook page and Instagram, so be sure to keep sharing that too. If nothing else, it may help you and your followers smile and stay positive during this difficult time. 

What is the Vet Advice Line?

The Vet Advice Line is available to both sitters and owners, offering unlimited 24/7 access to veterinary nurses. This is a great resource for helping pets during this time and may even prevent an unnecessary trip to the vets. You can find out more about it in our Vet Advice Line article

We sincerely hope you, your friends and family all stay safe and well during this time. If you have any more questions, your Membership Services team is here to help. As mentioned above, the phone lines and live chat may currently be busier than normal, so we recommend sending us a message.

Ready to get started?

Create your listing or apply for sits with an annual membership.

Become a member