Yes, it’s technically true that sitters can not cancel.
However, for simplicity’s sake, that’s quite a normal phrase to use when a sitter informs the HO they will/can not do the sit that they’ve confirmed to do. It’s often used this way even on this forum.
Will you please read through the thread before making assumptions? One more time: 1. The sitter put through an application 2. I confirmed it 3. We had a video call to review my needs and tour the house 4. The sitter had a change of heart and withdrew his confirmed sit 5. I confirmed the cancellation even though there were no extraordinary circumstances because it was clear that this person was irresponsible and didn’t want to sit even though he had already confirmed 6. I requested an investigation because imo this is not in alignment w the rules as I understand them. Plain and simple. Once again apologies for not being clear in my original post but there is no way that I can see to edit it. You can stop now. I’m moving on.
He applied, I accepted, he confirmed. Then he later contacted me to cancel. I accepted the cancellation because I obviously had no way to enforce the commitment he had made. My question is: why is there no way to flag people for not following the states rules? IMO this is a bad way to handle an agreement - whether the sitter or the HO is backing out of a gig for no good reason there should be a mechanism for this feedback.
Everything was done through official channels
Unfortunately there are some red flags in the process you describe which could be why you lost your “confirmed” sitter. Carrying out a video call and a home tour plus a mutual discussion on whether the sit works for both parties should be done BEFORE the confirmation. That way it’s full disclosure. We’d never take a sit without a decent chat first. Additionally the sit isn’t only about your needs, it’s about both parties needs. Perhaps your sitter discovered something that wasn’t mentioned in the listing & so they backed out once you’d done the call? Annoying but hardly makes them culpable at that stage. #itsgoodtotalk
@MrsTwist I can sense your frustration with being asked about whether it was a confirmed sit. We are just trying to ascertain whether it was a cancellation or the sitter just chose not to accept the sit.
I think we all agree that confirmed sits should not be cancelled by either sitters or HOs without a valid reason. However, in order to avoid disappointment and frustration as you move forward, it’s helpful to have a good understanding of the process. Sitters are not obligated just because we applied. We have to do our own vetting. I couldn’t possibly accept a sit just based on the listing. I have to be able ask questions, get clarification, and most importantly, get a sense of the HOs. This all happens in the video chat. I have declined sits after chats because things that were dealbreakers for me were revealed. It sounds like your potential sitter declined after the chat.
An issue here could be that the video-call took place after a sit was confirmed. Then the risk is much higher for a «cancellation» as information that come up in the videocall could be a deal-breaker for one of the parties. It this information had been disclosed before confirmation, the sitter it seems wouldn’t have confirmed in the first place. Personally I have applied for a sit that looked nice, and after the videocall things came up that made me withdraw my application.
That is within the terms, to cancel a sit due to undisclosed information. That could be everything - pet/ pet behavior, the home or also that the other party isn’t a good match communicationwise or other things that doesn’t align with the description of the sit in the listing.
I understand the frustration. I think having a videocall etc. before anything is confirmed could be helpful in getting a good match going forward.
I would love to see a flag for sitters and hosts who confirmed and then cancel. Even with true emergencies, we’ve never cancelled a confirmed sit but in the beginning, three hosts cancelled on me. One thought she could get a sitter and then book a sit for her family. Her applications kept getting rejected and couldn’t afford the vacation so she cancelled. That’s similar to yours getting cancelled for not wanting to pay for the train fare. THS, please create some sort of a badge for hosts and sitters who cancel.
I appreciate your thoughtful response. The reason the sitter gave me for canceling the sit was that he didn’t want to pay the train fare. Presumably he could have done due diligence regarding this prior to making a commitment. This is an easy gig - one friendly and chill cat with no special needs in a well-cared for home. I spent considerable time on a home guide which has a lot of detail re: the house and the responsibilities. Pure and simple: the sitter was being capricious at my expense. That said, I have moved on. I simply would like some sort of mechanism to flag these kinds of people so there is more respect for this transaction. I believe that there should be accountability to homeowners and sitters alike - if it’s okay to cancel a sit because all of a sudden someone realizes they can’t afford the train fare, there’s a low level of accountability. I would prefer not to waste my time with people who don’t honor their commitments.
@MrsTwist Have been cancelled on myself, three times by hosts, so I understand where you’re coming from.
Think recent adjustments have only left some members, especially newer ones, even more confused. Can’t really blame them.
The message now says;
“Application sent! X will review their applicants and choose a sitter shortly…” <
Not exactly screaming “open dialogue and mutual decision-making,” is it?
I’ve seen that kind of language before… when I was comparing bids for a plumber 
It could easily backfire, especially with younger generations. They’re not exactly keen on labels or top-down decisions. Tend to prefer the opposite…
In this case, even if pitched as an “easy gig,” the wording in the process - both from the platform and you the host - can shift the dynamic from something voluntary to something that feels like a employee/employer relationship.
The accountability lies greatly in how clearly the nature of the exchange is communicated.
If framed or promoted as a free pet-sitting service or holiday retreat, the risk of people not honouring their commitments - and simply treating it as everything else that’s easily cancelled - is considerably higher.
That’s also why paid professional services increasingly charge for no-shows, late cancellations etc.
Flakiness isn’t the exception anymore - it’s the baseline.
I don’t wish to belabour the point but, did the sitter officially confirm the sit via the website (so that it appeared in your dashboard as confirmed) or was it a verbal agreement? If the latter, it is not binding, so Membership Services will not get involved..
This is super helpful. I appreciate your perspective. Just as an FYI - I don’t see this as a “gig” per se - bad choice of words on my part - but a mutually beneficial situation if handled correctly - and respectfully - by both parties.
The sitter officially confirmed the sit on the website
I feel sorry for you having to say numerous times that the sitter confirmed the sit. Bottom line is, if he couldn’t afford the train fare, then why waste your time by applying. Unfortunately i don’t think THS will do anything.
Hello everyone,
I have an update from Membership Services around cancellations, just to clarify things a bit.
This is what they’ve confirmed:
They also directed me to the following in the Terms & Conditions:
Here’s the T&C relating to the sit cancellation plan and some relevant info I found:
Jenny
What about the “no cancellations except in exceptional circumstances” line that is quoted all the time @Jenny? Is that relevant to the 14 day caveat or separate? We always thought any cancellation had to be an emergency whatever the dates of it were and that you couldn’t just cancel outside of that? This seems like cancellations don’t matter if there is more than 14 days to go which is a bad premise on both sides! #veryconfused
This was a big red flag for me. It looks like blackmail to have the host pay for travel. If it was me I would report it, saying it is perceived as violation of terms and sitter asking for money.
Am I a bit «off» perceiving it that way? Is it only me?
Hi @Jenny
This raises more questions than answers and brings up information that I never knew before.
Do you think that this is all becoming intertwined with the Insurance cancellation policy.?
My belief is that a member cannot cancel unless there are extenuating circumstances no matter how far off the sit is.
14 days does not come into it.
A recent host casually cancelled a sitting with over month to go, with no real reason. I believe that is outside of The Code of Conduct and I can do nothing about it.
Are you now saying that it is within The Code of Conduct?
Are you also now saying that will be marked on her account if I report it?
This is an extremely important topic and needs to be urgently clarified
Thank you
Hi @Itchyfeet
I can only really give you the information that was given to me by Membership Services - the Forum team don’t have the same kind of knowledge and understanding.
I asked for clarity around what’s been mentioned so far, and the response I gave was directly based on the information that they gave me.
As you’re looking for more granular detail rather than general information, I think you might be best to reach out to Membership Services directly, so that you can enter a dialogue with the people that know best and who can continue to answer any follow up questions 
Jenny
That refers to those members who have premium membership @Jenny .
What about this from the Terms of Service?
5.1.15. only cancel a Sit (or complete a Sit early) if there are extraordinary circumstances and you will immediately notify the Pet Parent or Sitter (as applicable) of this.
If it’s not an extraordinary circumstance, a member is violating the T of S.
