The previous version of our Terms and Conditions can be seen here.

Version 1.0

TrustedHousesitters Terms and Conditions

Last updated: 10th May 2018

Real, Caring, Connecting and Enriching Lives. Our values are at the heart of everything we do. TrustedHousesitters respect and care about your experience with us and are committed to ensuring you have the best possible use of our Services (as defined below).

When we talk about TrustedHousesitters "we", "our" or "us" in these Terms and Conditions, we are referring to TrustedHousesitters Ltd., a company incorporated and registered in England and Wales with company number 07227301, whose registered office is at 20-22 Wenlock Road, London N1 7GU.

Please read these Terms and Conditions carefully as they contain important information about your legal rights, remedies and obligations, as well as ours. By signing up to become a Member (as defined below), you agree to comply with and be bound by these Terms and Conditions.

Please use the Glossary to understand the meaning of some of the terms used in these Terms and Conditions.

If you have any questions about anything in these Terms and Conditions, please get in touch via our Contact Us page.

  1. OVERVIEW OF HOW THE SERVICES WORK
    1. In consideration of Members paying the Fees and complying with the Requirements (all as set out below) we will provide the following:

      (i) the ability for Owners to make their property available to sitters; and/or

      (ii) the ability for Sitters to provide the services of caring for an Owner's property and/or pet(s); and

      (iii) the right to use our other services as set out in section 2; and

      (iv) the right to have full access to the content on the Platform.

    2. Owners and Sitters are together referred to as "Members" or individually as "you".
    3. We provide the Services to you for the period specified in your membership plan (usually 12 months).
    4. The Services can be accessed via our website and/or mobile application at www.trustedhousesitters.com ("Platform").
  2. SEPARATE AGREEMENT BETWEEN MEMBERS
    1. Where you arrange a Sit via our Platform, you are entering into an agreement between yourself and an Owner or Sitter (as applicable). It is entirely your responsibility to ensure that the requirements of the Owner Listing/Sitter Profile are in line with your expectations and experience.We do have guidance on how best to arrange a sit, but any arrangements you come to form part of a separate agreement between you and the Owner and Sitter (as applicable). For avoidance of doubt, we are not party to any agreement, contractual or otherwise between an Owner and a Sitter.
    2. You should use your independent judgment before arranging a Sit/Sitter, or otherwise interacting with other Members via the Platform. You are solely responsible for making decisions that are in your best interests, including in relation to your property and pet(s).
  3. THE SERVICES WE PROVIDE FOR MEMBERS
    1. The services we provide for Owners are:
      1. the ability to create an Owner Listing including creating a comprehensive Welcome Guide;
      2. the ability to search for Sitters via the Platform;
      3. the ability communicate with a Sitter via the Platform's messaging service;
      4. the ability to choose and confirm a Sitter via the Platform;
      5. the ability to leave a Review for a Sitter who has completed a sit;
      6. Membership Services Support; and
      7. a Vet Advice Helpline which is available 24/7 which can be used in emergencies and non-emergencies as a general pet care advice line.
    2. The services we provide for Sitters are:
      1. the ability to create a Sitter Profile advertising your availability to Sit;
      2. the ability to search for Sits by looking at available Owner Listings;
      3. the ability to obtain Trust and Verification Badges as a result of third party agencies performing, amongst other things criminal record checks and identification verifications (collectively "Sitter's Background Checks");
      4. the ability to communicate with Owners via the Platform's messaging service;
      5. the ability to leave Feedback for an Owner after you have completed a sit for them;
      6. Membership Services Support; and
      7. a Vet Advice Helpline which is available 24/7 which can be used in emergencies and non-emergencies as a general pet care advice line.
  4. THE SERVICES WE DO NOT PROVIDE TO MEMBERS
    1. We do not provide guarantees for any of the following:
      1. the safety of an Owner's home and/or pet(s);
      2. confirmation of arrangements including dates of Sit;
      3. whether the Sit will go ahead as arranged;
      4. your Owner Listing will be approved by us; and
      5. a match with another Member to commence a Sit.
    2. We do not actively provide any of the following:
      1. house sitting and/or pet care services, the Platform is available for Members to find, communicate and interact with each other;
      2. full Sitter's Background Checks, these are provided by third-party agencies;
      3. verification of information in the Sitter's Background Checks;
      4. employment of any Sitters;
      5. checking the validity of any Sitter References;
      6. recommendations or endorsement of the appropriateness, or quality of performance or conduct of Sitters;
      7. endorsement of the Owner's Listing details;
      8. endorsement of the Sitter's Profile details;
      9. endorsement of any Reviews or Feedback provided by Members;
  5. REQUIREMENTS OF OWNERS AND SITTERS
    1. The following applies to all Members. You shall:
      1. be at least 21 years old;
      2. pay the Fees on time;
      3. comply at all times in full with these Terms and Conditions;
      4. comply with the Member Code of Conduct;
      5. comply with our Acceptable Use Policy;
      6. provide Essential Information about yourself (including name, email address and password) and keep your details up to date;
      7. keep your login details confidential and prevent any unauthorised access to, or use of, the Services via your Account;
      8. promptly notify us of any unauthorised use of your Account;
      9. not use or create a fake identity or impersonate anyone else;
      10. not create an Account in breach of any of our policies or procedures;
      11. only upload images of a certain format, size and resolution in accordance with our specifications (you will be notified at the time of upload);
      12. only use the Services for domestic and private use, and not use the Services in connection with any business or other organisation or for any commercial purpose whatsoever;
      13. respond to communications from other Members in a timely manner, but in any event, within 72 hours
      14. complete a pre sit Handover and a post sit Handover;
      15. only cancel a Sit (or complete a sit early) if there are extraordinary circumstances and immediately notify the Owner or Sitter (as applicable) of this;
      16. not access any part of the Platform or Services in order to build a product or service which competes with the Services (including the Platform); or use other services to provide the Services (or any services similar to the Services) to third parties; and
      17. not attempt to copy (in any way possible), modify, transmit or distribute all or any portion of the Platform (including any software) in any form or media or by any means.
    2. The following applies only to Owners. You will:
      1. be responsible for vaccinating your own pet(s) and notify your Sitter should you pet(s) have any illnesses or ailments;
      2. ensure you have adequate provisions in place for veterinary care of your pet (such as pet insurance); and you hereby authorise the Sitter to obtain veterinary care for your pet(s) during a Sit if you cannot be reached, or where the sitter deems there to be an urgent need;
      3. remain responsible at all times for any veterinary treatment your pet(s) may require, including all costs and expenses incurred by the Sitter in relation to the same; and you will reimburse the Sitter for any such costs within a reasonable period after such costs are incurred, but in any case within 14 days of the completion of a sit;
      4. ensure that no pets to be left under the care of a sitter have ever caused a person or animal any physical harm (no matter how minor the injury);
      5. notify Sitters of any special requirements or behaviours relating to your pet in your Owner Listing information and when you communicate with any Sitter and in during the Handover;
      6. evaluate the suitability of Sitters for yourself via direct communication with the Sitter where appropriate;
      7. you will ensure that the details of your Owner Listing are accurate and up to date;
      8. you will ensure that the details in your Welcome Guide are accurate and up to date;
      9. only provide Member Content that accurately reflects the quality and condition of your home and or pet(s);
      10. ensure that you have adequate home insurance and that this insurance also covers you for the occupancy of a Sitter in your home (you may need to check this with your insurance provider);
      11. not have any inherently dangerous pets (such as venomous snakes, primates, wolves or wolf hybrids, non-domesticated cats, alligators), or any animal with a history of attacks on pets or people;
      12. not have any pets which aren't explicitly listed in the details of the Owner Listing;
      13. ensure your home is vacated for a Sitter throughout the duration of the Sit, and that no third parties will interfere with the Sitter's enjoyment of your property;
      14. ensure that the entire duration of the Sit is during a current membership (renewal of membership may be required between the time of listing to completion of the Sit, where necessary); and
      15. notify the Sitter of the use and location of any CCTV or monitoring equipment prior to commencement of a Sit (failure to do so will result in suspension of your membership).
    3. The following applies only to Sitters. You will:
      1. not charge for your sitting services;
      2. abide by all of the Owner's requests or instructions that are stipulated in their Listing and/or Welcome Guide (where reasonable) and Handover;
      3. contact the Owner if the pet(s) requires veterinary care or in any way meets ill health;
      4. get approval to take the pet to the vet for treatment and get the Owner's agreement to pay for any costs incurred. If you can't reach the owner and the pet(s) health is at risk, you will contact the vet specified in the Welcome Guide and seek treatment ASAP;
      5. not complete any Sit early, especially where this results in any pet(s) being left unattended, without first informing the Owner and giving them reasonable time to arrange alternative pet care. If you do, you will instantly receive a lifetime ban from the Platform;
      6. pay any veterinary expenses up front and request the owner to reimburse you of all costs incurred;
      7. immediately contact the Owner in the event of any damage to property and get their approval for repair. In event of an emergency, and you are unable to contact the Owner, you will pay reasonable costs of repair of damage caused, and request the owner reimburse you for all costs incurred (provided you have not caused the damage yourself);
      8. before arranging a sit, have suitable insurance in place that will cover you for any travel and medical expenses;
      9. only upload Member Content that accurately reflects your house and pet sitting experience;
      10. not allow any other person to participate in the sit unless they have been approved in writing by the Owner;
      11. ensure that the entire duration of the Sit is during a current membership (renewal of membership may be required between the time of listing to completion of the Sit, where necessary); and
      12. ensure that pet(s) will remain at the Owner's property overnight, and will not be taken away from the house without prior approval from the Owner.
      13. not disclose any personal information such as email address, telephone number or website/blog details in the Sitter Profile.
  6. CONSEQUENCES OF NOT COMPLYING WITH REQUIREMENTS FOR MEMBERS
    1. In the event that a Member does not comply with the above Requirements, we may:
      1. issue you with a warning;
      2. suspend your Account so you will not be able to access the Services during the suspension term;
      3. permanently block your access to the Services;
      4. immediately terminate these Terms and Conditions and delete your Owner listing and/or remove your Sitter Profile (including all the information in them); and/or
      5. report any offences committed to the appropriate authority.
    2. The application of these sanctions is entirely at our discretion and we can choose whether to apply any one or all of them at any time.
  7. FEES
    1. You will pay the Sitter Membership Fee and/or the Owner Membership Fee in order to access the Services.
    2. You will pay the initial the Sitter Membership Fee and/or the Owner Membership Fee in the secure payment section of the Platform. Your membership will be automatically activated on that date ("Activation Date").
    3. You may choose to upgrade your membership plan at anytime during the term of your Membership. By selecting an optional upgrade you will obtain access to the opposing side of either your existing Sitter/Owner Membership ("Combined Member").
    4. All amounts and fees stated or referred in these Terms and Conditions shall be payable in the currency available on and selected by the Member.
    5. On each anniversary of the Activation Date we will automatically take the payment of the the Sitter Membership Fee and/or the Owner Membership Fee unless you notify us that you want to cancel ("Auto-Renewal").
    6. It is up to you to keep your details registered with us (e.g. billing information, payment card details and email address) accurate and up to date in order for us to take a payment for Auto-Renewal.
    7. We may increase the price of any of our Services at any time and where we do so, we will email you. We will aim to give you at least 30 days notice of any such price increase.
    8. Please note that all payments made under these Terms and Conditions are processed by a third party (Stripe, Inc.), however, we are committed to protecting your personal data and so it will be handled in accordance with our Privacy Policy.
  8. CANCELLATION OF YOUR AUTO-RENEWAL
    1. To cancel your subscription prior to Auto-Renewal, you must cancel via the "Membership" section of your settings on your Account. You are solely responsible for timely cancellation.
    2. We will send you an email at least 30 days prior to your Auto-Renewal date unless you have unsubscribed from our email communications.
  9. COOLING OFF PERIOD
    1. We will refund the Sitter Membership Fee and/or the Owner Membership Fee during the 14 day period following the Activation Date unless you have either applied for a Sit or have live dates published on your Owner Listing during this time.
    2. We will refund the Sitter Membership Fee and/or the Owner Membership Fee during the 14 day period following the Auto-Renewal date unless you have either applied for a sit, have live dates published on your Owner Listing, or on a Sit, or are confirmed on a Sit in the future, or have had a Sit that exceeds your current membership confirmed by us.
    3. After the end of the 14 day period, the Membership Fees are non-refundable.
  10. CONSEQUENCES OF NON-PAYMENT OF FEES
    1. If you do not pay the Sitter Membership Fee and/or the Owner Membership Fee or we are unable to process an Auto-Renewal payment or you cancel your membership we will no longer provide you with access to the Services.
  11. TERM AND TERMINATION
    1. Your membership is for a fixed period of 12 months (or as otherwise agreed) and will automatically renew for further fixed periods of 12 months until you cancel it it in accordance with clause 8.1.
    2. If we terminate these Terms and Conditions in accordance with clause 6, you will not be entitled to a refund of any kind.
    3. We reserve the right to suspend or terminate your access to the Platform and/or Services at our sole discretion. If your access to the Platform and/or Services is suspended then you will remain listed in the Member database but will not be listed on the Platform until we notify you in writing that your suspension has ended.
    4. Whether or not we choose to terminate these Terms and Conditions will not have an affect on any other rights or remedies which we may have.
  12. CONTENT AND PLATFORM OWNERSHIP
    1. In consideration of the payment of the Sitter Membership Fee and/or the Owner Membership Fee, you hereby assign to us, with full rights, guarantee to all intellectual property rights in all FRR Content and you hereby waive any claims you may have in the FRR Content. This means we own the FRR content and will enable us to edit or delete any FRR Content where deemed appropriate or necessary.
    2. You hereby grant us an irrevocable, perpetual, non-exclusive, sub-licensable, royalty-free worldwide licence to use, copy, perform, publicly display, reproduce, adapt, modify, transmit, broadcast, prepare derivative works of, and/or distribute Member Content in connection with providing and/or promoting the Platform and the Services.
    3. You hereby confirm that the you have created the Member Content that belongs to you and you are the author of the FRR Content that belongs to us and that our use of both will not infringe the rights of any third party.
    4. You hereby confirm that any content that you upload to the Platform does not violate the Code of Conduct, our Acceptable Use Policy or these Terms and Conditions.
    5. You hereby acknowledge and agree that we own all intellectual property rights in the Platform and/or Services. This includes the (i) technology and software used to provide the Platform and/or Services; (ii) the content on the Platform (save in respect of any Member Content); and (iii) any trade marks and logos. You hereby acknowledge and agree that you do not have any intellectual property rights to, or in, the Platform or Services.
  13. DISPUTES BETWEEN MEMBERS
    1. We will help Members resolve disputes only in accordance with the Member Dispute Resolution Procedure.
    2. Any outcome of the Member Dispute Resolution Procedure is entirely at our discretion and is a final binding decision.
  14. YOUR RIGHTS

    As a consumer, you have legal rights in relation to the Platform and/or Services. Advice about the your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.

  15. OTHER IMPORTANT TERMS
    1. Only you and us have the rights in these Terms and Conditions.
    2. You hereby agree that you are not our employee, partner, agent or legal representative of any kind. You will not make any statements, representations or commitments of any kind, or to take any action that could legally bind us.
    3. If we do not take any action against you this does not mean that we forgo any rights we may have under these Terms and Conditions. For example, if you miss a payment and we do not immediately chase you for it, but continue to provide the Services, we can still require you to make the payment at a later date.
    4. If any part of these Terms and Conditions are found to be invalid, unenforceable or illegal, ("the Offending Part") the Offending Part will be severed but the remaining provisions will remain in full force and effect. If the Offending Part belongs to a provision that is enforceable or legal, then the whole clause shall be modified so as to give effect to the intention of the parties.
    5. You will not assign or transfer any of your rights or obligations under these Terms and Conditions to any other person.
    6. We may at any time assign, transfer, charge, sub-contract or deal in any other manner with all or any of our rights or obligations under these Terms and Conditions, provided that your rights and obligations are not affected.
    7. We may amend these Terms and Conditions from time to time, however, we will aim to give you advance notice of any major changes.
    8. On termination of these Terms and Conditions, the clauses of these Terms and Conditions that reasonably should survive termination will remain in effect.
    9. Any notice we give you will be sent by email to the email address linked to your Account.
    10. If we cannot perform the Services for you because of events beyond our reasonable control (e.g. strikes, lock-outs or other industrial disputes whether involving our workforce or any other party, failure of a utility service or transport or telecommunications network, act of God, war, riot, civil commotion, malicious damage, compliance with any law or governmental order, rule, regulation or direction, accident, breakdown of plant or machinery, fire, flood or storm) we will suspend the Services for the duration of said event. If these events cannot be resolved in a reasonable period of time, we may terminate these Terms and Conditions.
  16. LAW AND WHERE TO BRING PROCEEDINGS
    1. These Terms and Conditions are are governed by English law and you can bring legal proceedings in respect of the Services in the English Courts.
    2. If you live in Scotland you can bring legal proceedings in respect of the Services in either the Scottish courts or the English courts.
    3. If you live in Northern Ireland you can bring legal proceedings in respect of the Services in either the Northern Irish courts or the English courts.
    4. If the member is a consumer resident in another European Union member state, nothing in these Terms and Conditions will affect the member's ability to rely on mandatory provisions of the law of their member state of residence. For more information please visit http://ec.europa.eu/consumers/odr/.
  17. LIMITATION OF LIABILITY
    1. Please read these following clauses carefully as they clearly set out everything (i) we do not accept responsibility for; (ii) do not take liability for; and (iii) you assume responsibility for.
    2. We do not accept any liability for:
      1. any additional sums incurred by the Member as a result of the processing of their Sitter Membership Fee and/or the Owner Membership Fee (such as bank charges);
      2. any loss of profits, loss of business, depletion of goodwill and/or similar losses;
      3. the retention, deletion or loss of your Member Content. It is your sole responsibility to maintain backup copies of your Member Content; or
      4. the acts or omissions of our agents and subcontractors (e.g. Vetline Ltd.) to the Member arising under or in connection with this Agreement and the Services.
    3. You assume full responsibility for the choices you make before, during and after your participation in a Sit. You hereby agree that as part of a Sit you will enter into agreement between yourself and an Owner or Sitter (as set out in clause 1.3 above) and you hereby voluntarily assume all of the associated risks, such as:
      1. health risks such as illness, bodily injury, disability, or death;
      2. property risks such as theft, damage, loss or destruction of your goods and chattels;
      3. the Sitters Background Checks as these are carried out by Sitters themselves;
      4. the care and supervision of any minors;
      5. the care and supervision of any pets;
      6. any travel and subsistence costs; or
      7. invasion of privacy
      and you hereby agree that we have no liability to you in respect of any of these risks.
    4. To the maximum extent permitted by law (e.g. we are not negligent and do not owe you a duty of care) you agree that we are not liable for any injury, death, loss or harm that occurs to that occurs to anyone during a Sit or in any way related to a Sit.
    5. In no event shall we (including our employees, agents and sub-contractors) be liable for any losses arising out of your breach of these Terms and Conditions or if you fail to follow any reasonable instructions we may give you
    6. We are responsible for:
      1. death or personal injury caused by our negligence;
      2. fraud or fraudulent misrepresentation carried out by our employees;
      3. intentional, wilful or wanton misconduct of our employees;
      4. performing the Services with reasonable skill and care; or
      5. any other liability that cannot be excluded by law (including the Consumer Rights Act 2015).
    7. We are responsible for any loss or damage caused by us that is foreseeable as a result of us breaching these Terms and Conditions or failing to use reasonable skill and care, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it was an obvious consequence of our breach or if it was contemplated by you and us at the time these Terms and Conditions were entered into.
    8. Our maximum liability to the you under these Terms and Conditions is limited to the Sitter Membership Fee and/or the Owner Membership Fee you paid.
    9. You will reimburse us for all losses and expenses that we suffer as a result of a third party brining a claim against us due to your breach of these Terms and Conditions.
  18. CONTACT

    If you have any questions about anything in these Terms and Conditions, please contact us via our Contact Us page or you can write to us at 20-22 Wenlock Road, London, N1 7GU.

GLOSSARY

Account means the area on the Platform accessed with secure login details including email address and password

Basic Verification Check means confirming the email address, telephone number and collecting external reference(s) for a Sitter

Combined Member means the combination of both the Sitter Membership and the Owner Membership, accessed by paying an upgrade fee once already a Member

Dispute Resolution means the policy described in clause 13

Essential Information means the personal data required to create an Account via the Platform (including first name, last name, email address and password)

Feedback means the comment and rating left by a Sitter about a sit they have completed for an Owner

FRR Content means any Feedback, Reviews, References

Handover Communicating the essential details of an arranged sit and handing over keys to start/finish the Sit, setting out your expectations

Sitter Membership Fee and/or the Owner Membership Fee means the fee payable at Activation Date or Auto-Renewal allowing you access to the Services

Member Content means any content (including text, photographs, images, videos and any other materials) that relates to your Owner Listing and/or Sitter Profile

Member Code of Conduct means the guidelines for Members' behaviour when using the Platform and interacting with other Members, the current version is available here (as amended from time to time)

Membership Service Support means the customer service/support team of TrustedHousesitters who will deal with enquiries regarding a membership, use of the Platform and/or Services. This is available 24/7 (subject to agent availability)

Owner means the member who makes their property available to Sitters and who engages a Sitter in respect of such property

Owner Listing means the facility on our Platform where you can set out the responsibilities for the provision of house sitting including pet care that you want Sitters to comply with

Platform means the online platform accessed via the website (www.trustedhousesitters.com) or mobile application

Reference(s) mean an external comment and rating left by a third party person for a Sitter's profile

Review(s) means the comment and rating left by an Owner about a Sitter who has sat for them

Services means the use of the Platform for Owners to make their property available to Sitters; and the services of Sitters caring for an Owner’s property and/or pet(s); the right to use our other services and the right to have full access to the content on the Platform as set out in clause 1.1

Sit means the arrangement and completion of the house and pet sitting services carried out directly between the Owner and the Sitter

Sitter means the member who provides the services of caring for the property and/or pet(s) of the Owner

Sitter Profile means the facility on our Platform where you must set out the information about yourself such as your hobbies and interests, why you're looking to house sit, and any house/pet sitting experience you have

Sitter's Background Checks means the record checking service provided by third party agencies, that includes criminal records checks, sex offender registry checks, motor vehicle records checks and identification verifications

Trust and Verification Badges means the icons added to a Sitter's Profile Listing as a result of completion of Sitter's Background Checks, more information can be found here; https://www.trustedhousesitters.com/trust-and-safety/

Welcome Guide means the facility on our Platform where you can set out any specific requirements for your house or pet, such as emergency contact information, security details and wifi codes

Vet Advice Helpline means the third party service provided by Vetdirect Ltd.