I confirmed a housesitter back in July for a September housesit. Got charged the $12 fee in July. Then, she cancelled on me last weekend over Whatspp.
Because I urgently needed to find a replacement as I’m traveling in one week, I went to the THS site and cancelled her as my confirmed sitter, then reposted my housesit with the same dates. Found a new sitter and got charged the $12 fee a second time.
Resolving this problem has been a headache. THS no longer appears to have any human staff, only chatbots and AI answering email inquiries. I’ve been trying to reach someone for the past 3 days. How do I get this double charge refunded?? This is seriously causing me to reconsider membership, and I’ve been a loyal member for over 11 years.
You’re supposed to be refunded. The refund seems to be a separate process from the new fee. The system treats it as two different sits at confirmation but after cancellation, they should proceed with the refund. It will probably take some time.
I get the frustration. It’s been commonplace lately. People try to contact a human and get into a spiral of bots and AI. The forum moderators are really helpful in these situations. In fact, @moderators, it would be really useful if you could share with the forum the refund protocol and approximate time of processing.
@Alba_gato, if I were you, I would try the sitter to cancel on the system. Sitters can cancel now and, if it’s them who can’t do the sit, it should be them canceling. Not just a message on WhatsApp.
Good luck!
It would be nice if you could share with the forum the process of refunding.
My understanding is that the system is set up so that if you cancel a sit, the booking fee is immediately refunded. It can take 5-7 days for your refund to arrive, so it’s worth keeping an eye on your banking account.
I would expect that fee to be back with you soon, but if you do want to speak with Membership Services, let me know and I’ll put you in touch with someone.
