I am fairly new to THS.
Why is it that a Home Owner is able to cancel a confirmed Pet Sit without consulting the Sitter but the same method for cancelling via the website does not apply to the Sitter.
And is that fair?
There must be times when a Sitter has a legitimate reason for having to cancel a Sit.
Of course there can be serious implications to either party cancelling a Sit, as well as the inconvenience but I would like to think that both HO & PS have the same rights & method for cancelling.
I am fairly new to THS.
Hello @dma and welcome as a newer member! Please be assured that while the process is in place for owners to cancel a confirmed sit, this is only permitted with the agreement of both parties and in extraordinary circumstances.
I’m not clear on the technical reason as to why the sit is cancelled, on mutual agreement, by the owner but will try to find out when the product team are back next week. I would assume it might be because the owner has “control” of the sit within the software setup. I will come back to you on this.
There are a couple of help desk articles that might help explain the criteria around cancellations but this is a quote from the first…
What happens if I need to cancel a sit?
If you have confirmed a sit but need to cancel, you must inform the other member immediately so that they can make any necessary alternative arrangements.
Remember, a sit must only be cancelled if both you and the other member agree, or if there are any extraordinary circumstances. If this is not the case and you cancel outside of these terms, an investigation may take place that could result in disciplinary action against your membership.
The full document is here:
If you need help with cancellations, please do reach out to the membership services team at firstname.lastname@example.org and they will be able to help.
All the best,and enjoy your weekend. Vanessa
This can work both ways. I had a phone call earlier today from a confirmed sitter to tell me that she won’t be coming as now that the WA border (Australia) is about to open she has to go see her family. As it is only a couple of weeks from the sit i am to say the least not happy. I would like the opportunity to note on this persons profile that she is not ‘reliable’ as stated. Hopefully another sitter will apply at this short notice.
Hi @Leoandme. If you have read the link that Vanessa has posted above, titled Can I cancel a sit? both you and your sitter have to agree to it. Perhaps it needs pointing out to the sitter that they are not abiding by the code of conduct and you may need to contact membership services with this.
In saying this, I can also understand the sitter wanting to go to WA to see their family now that the date has been set for the border to finally re-open. Just over two years not seeing family may qualify as extraordinary circumstances.
Yes i take your point but trying to enforce the contract does not seem a good idea. I feel the sitter should have indicated their intention in regard to border openings when applying. Not the first time I’ve been left high and dry at the last minute. I immediately unconfirmed and have listed on other housesitting sites. Now just hoping for someone suitable.
Hi @Leoandme and I can understand your frustration and disappointment with a short notice cancellation. We do encourage our members not to cancel except in extreme cases, but it can be difficult to define extraordinary circumstances especially during this pandemic. So many people have been restricted from seeing their family, even if sick, due to the border closure that’s gone on far longer than people ever expected in WA.
From reading other threads on this topic you’ll see that most sitters, once booked, pride themselves on not changing arrangements, and as full-timers, Ian and I fall in that category. However, it is somewhat easier when there are two of you, as one can always stay (which is what happened when my father passed a few years ago). But all circumstances are unique in house sitting.
What we need to do now is help you find replacement sitters, and I’m going to tag @Therese-Moderator so that she can get in contact and first of all boost your sit. We can also share it on social media with your consent, to try and help. You can also put a link in your profile here in the forum which many find also helps.
Please be assured we are here to help support you find a replacement. All the best, Vanessa
Hi @Leoandme I have sent you an email via membership services, so please keep in close touch with us. Kind regards Therese
I do hope you find a great sitter @Leoandme.
Thank you Therese, it appears that your strategy has worked. I have sent a confirmation to a prospective sitter. That was nice and quick. It’s nice to have useful support that moves things along.
That’s such great news @Leoandme … nd as you say …
Hi. how does a homeowner cancel a confirmed sit if both parties have agreed to the cancellation.
Kind Regards David
Hi David (@Draveller) - sorry to hear that your sit isn’t going ahead, but if both parties have mutually agreed to cancel a sit only the owner can instigate the cancellation. You do this by “unconfirming the sit” in your dashboard inbox.
Here’s the information from the helpdesk (this applies to sitter/owner mutual cancellation)
I believe once the sitter is cancelled, and if the sit isn’t proceeding, you’ll also need to cancel your dates. I’m going to tag @Therese-Moderator so that she can confirm this - she will also be able to help if you have any further questions.
All the best, Vanessa and the forum team
Thanks Vanessa for your reply.
Kind Regards David