Sitter cancellations: Everything you need to know

Sitters are now able to cancel a sit directly on the website and app. Below, we’ll explore why we’ve introduced this change and what it means for all of our members.

What’s changed?

Until now, sitters could only cancel a sit by sending a request to our Membership Services team or the pet parent. To make things more consistent, sitters can now cancel a sit via the website and app — without having to contact Membership Services.

Why have we done this?

• To improve communication. Pet parents are informed quickly and clearly if a sitter cancels with an email and/or notification. 
• To speed up the process. If a sitter cancels, sit dates are automatically relisted and open to new applicants — meaning pet parents can start looking for a sitter sooner rather than later.
• To make things more consistent. The sit cancellation process is now available for both pet parents and sitters, if plans don’t go as expected.

What does this mean for sitters?

As a sitter, you can now cancel via the website or app if you’re no longer able to make a sit. 

Tips for sitters if you need to cancel

• Cancel as early as possible. Sometimes plans can change for reasons that are out of your control — just be sure to loop the pet parents in as early as you can.
• Reach out to the pet parents. We encourage you to contact the pet parents directly before canceling, letting them know that you’ll no longer be able to make the sit.
• Add an optional note for Membership Services. When you cancel, you can share any concerns about the sit, pets or home privately with our Membership Services team.

What does this mean for pet parents?

Sitters can now cancel a sit via the website or app, and your dates will be automatically relisted without you having to do anything. 

If you paid a booking fee, you’ll receive a refund within 5—7 days. You’ll only be recharged once a new sitter has been confirmed.

Our Premium members also benefit from our Sit Cancellation Plan — consider upgrading to Premium for added peace of mind.

What happens when a sitter cancels?

• You’ll receive an email and/or notification. We’ll let you know right away if your sitter cancels.
• Your sit dates will be automatically relisted. If a sitter cancels, your dates will go live straight away and will reopen to new applicants.
• Your sitter may reach out. We encourage sitters to let pet parents know if they need to cancel.
• Help is always on hand. Our Membership Services team is here 24/7 for advice and support on next steps.

Tips for pet parents if a sitter cancels

• Review your listing. Check your listing is up to date so that applicants have all the information they need.
• Reach out to past applicants. Go back to your inbox to see if sitters who applied to your listing are still keen to care for your pets and home.

Has the cancellation policy changed?

No, our cancellation policy remains — members should only cancel if there are extraordinary circumstances, and the sitter or pet parent should be notified immediately.

Helpful articles

• What to do if the pet parent cancels
• What to do if my sitter cancels
• Can I cancel a sit?
• What is the sit cancellation plan?
• How do I unconfirm a pet parent before a sit begins?