Hi @Jenny the arrow to the T&Cs is working now. Thanks
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Thanks for confirming itâs working @Crookie - glad to hear it.
@Jenny I have decided not to accept the T & Cs. How do I access the account I paid for under former T & Cs.?THS has locked me out since yesterday. I emailed âsupportâ about it immediately - but have not yet received a reply.
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This is definitely something that Membership Services would need to advise on.
Theyâre a bit busier than usual due to yesterdayâs update, but Iâm sure someone will be in touch soon.
Jenny
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@Jenny I donât not want to except the new terms and conditions! And I donât want to renew my membership. How can I get all my data??? I acknowledge access my profile anymore without accepting the terms and conditions! This is ridiculous! I want my Pictures and my Reviews and all the Information I provided on the platform. . I can not even get in touch with you! Thatâs beyond frustrating! Please provide an email address to address these topic.
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Hi @DaNi
You can contact the team by dropping a line to support@trustedhousesitters.com - as I mentioned in my previous message the team are quite busy so please bear with them and someone will be in touch.
Jenny
You may also want to add that you want a refund on the remainder of your subscription.
I actually wasnât having problems with the app before, so why would I think to update it? It doesnât matter that the T & C are available on the website to the general public. TH forced members to accept new T & C in order to access our PAID accounts, and most of us felt we had to do so without being able to read them. Thatâs terrible business practice and shows a profound disrespect to their members.
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Sorry @Bay I just flagged your post by accident with my clumsy fingers and I canât unflag it 
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A member has posted the following to the Facebook âTrusted Housesitters Hosts & Sitters page - and has suggested other members can use elements of it that they find useful. I suspect you may need to tailor some of it to your own jurisdiction.
Dear TrustedHousesitters Team,
I am writing to cancel my membership with immediate effect and to request a refund for the remaining months of my current term.
The decision follows the forced acceptance of new Terms & Conditions that took effect without consultation and without any option to review or decline while retaining access. Blocking existing, paid-for dashboard access unless members click âAgreeâ is not only an unacceptable dark-pattern design choice, it also prevents me from managing confirmed sits that were arranged under previous terms.
At present, I am unable to access my messages, welcome packs, or any supporting documentation for upcoming sits. This makes the service I have paid for unusable.
I also cannot rely on the platformâs âinsuranceâ products or safety nets, which, as highlighted widely by members today, are discretionary goodwill gestures rather than genuine insurance. Equally concerning is the requirement for sitters to shoulder unlimited veterinary costs upfront, with no escrow, no enforcement, and no guarantee of reimbursement. This places sitters at significant financial risk while the organisation limits its own liability to the cost of membership. These practices, combined with the new per-sit booking fees of ÂŁ9 charged to both sitters and owners regardless of stay length, reveal values that I can no longer support.
Given that I am now unable to use the dashboard for confirmed sits, through no fault of my own, but because I refuse to provide forced consent to terms I do not agree with, I am requesting a refund for the remaining period of my membership. I would appreciate you sharing this with the relevant team so the refund can be processed promptly.
To be clear: I am not able to continue using the platform unless I accept terms I fundamentally reject. That constitutes a withdrawal of service on your side, and a refund is therefore appropriate.
I request also via GDPR and the Data Protection Act a comprehensive download of all the data you have for me, all my photos, my fully completed profile entries, all my reviews, and all my messages.
I look forward to confirmation of the cancellation and refund.
Kind regards,
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I suspect that despite the excellent points you made there will be no refund forthcoming.
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Hi everyone,
Thanks for raising these questions.
We were required to update our Terms of Service following the introduction of booking fee. For more information about this change, check out our article & FAQâs.
If anyone is having any difficulty reading the Terms of Service, please make sure you have the latest version of our app installed, alternatively, you can read them in a browser using this link.
And of course, a quick reminder that the booking fee doesnât apply until after your next renewal.
The updated Terms of Service include additions related to the booking fee and weâre proactively reaching out to every member via email to make sure everyone is aware of the changes to our service (following their next renewal).
Jenny
These were in their previous terms and conditions which you were already operating under.
These sections were referenced at the beginning of the terms to highlight they were new and/or important in bold caps in at least the August version of the Ts and Cs:
YOUR ATTENTION IS PARTICULARLY DRAWN TO THE LIMITATIONS OF LIABILITY SET OUT IN CLAUSE 16 and 17.
I canât help but wonder if they hadnât broken the link in the app how many of you would have just clicked accept and not read any further as you have so obviously done in the past.
Congratulations to all the outraged on noticing for the first time things that have been there for a while (these terms, the years-old vet fees and house repairs costs). And special mention to those claiming the new per sit fees are a somehow illegal change to their subscription because they went ballistic before reading or understanding that it didnât actually affect anyone in their current subscription.
By all means be unhappy with the direction THS is taking with a hybrid model that charges more for more frequent users of the service but when you show that you clearly havenât been paying attention until now or generate ludicrous levels of outrage fuelled by a single broken link youâre not actually helping your cause, just providing entertainment for the rest of us.
I did the same yesterday.
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Appreciate your work on this Jenny, and I also appreciate this is what youâve been told to communicate to us, but to say that there are âadditions related to the booking feeâ is too vague and doesnât lay out what many of us have agreed to, without first having adequate notification of what the changes were.
I am still in the dark as to how this affects my contract with THS, which runs up until July 2026. Apart from knowing that I will not be subject to any booking fees until I decide if I want to renew at that point, I am concerned that there are other clauses/sub-clauses that may affect me as a petsitter during that time. I can see no reason for my having to agree to updated Ts&Cs if these updates only applied to the booking fee, given I am not liable to pay this for any sit during the remainder of my contract. This suggests to me that there are other updates, and these need to be clearly communicated to all.
**Please could you ask the team to provide a breakdown of all the exact changes to the Ts&Cs as per yesterdayâs change to contracts?**
I have also contacted support to request a copy of the terms and conditions as they stood when I renewed last July, but you have more clout and more reach, so I wanted to make the above request too.
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Would you please specify where you found that couples have to pay extra fees? Could you possibly mean the duo-sitter fee? That one is optional.
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No worries @lilo - leave this with me. I canât promise anything, but Iâll share your feedback with the team.
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NO WAY!!! Is there any mention of PPs being obligated to reimburse sitters in that event?
@Jenny I disagree with your statement (which I realize has been provided to you) that the terms & conditions were edited to address the new booking fee. I think it has far greater possible ramifications.
My main interest is in whether my frozen fee that has always been a benefit for loyal members who auto renew may not continue.
I used help on my homepage and searched auto renewal. This is what displayed:
â
Itâs not referencing the booking fee, and I didnât make mention of that in my search. I only searched auto renewal. So what other increased prices might there be? Now the system expects me to wait until the end of April, and yet I have a sit booked for April. If I choose not to renew, these owners will be without a sitter. The Trusted Tip suggests that if Iâm unhappy with paying a higher price I should contact membership services. Are they offering a payment plan, or negotiating a price that will encourage a member to renew? Members need to know.
Please refer my questions back to membership services so that those on auto renewal can make a reasonable and considerate decision about their membership.
Thank you
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Same here, I emailed them yesterday, waiting on a response but historically, Iâve not had replies to my emails or received emails when the chat bot says âno agents are available, but someone will follow up by emailâ
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