Client Agreement

You must be 18 or older and give accurate details about yourself and the people or pets being cared for. Before you can book, we ask for a quick identity check — a photo of your ID, front and back, and a selfie — so sitters know who they're meeting.

We're the platform that connects you with independent sitters. Sitters are not our employees. We verify identity and run background checks before a profile goes live, but you make the final decision about who cares for your family, and we don't supervise the care itself.

You send a request with the service, dates, tasks and any add-ons. The sitter accepts or declines. You pay when the sitter accepts — the care price plus a 5% booking fee — and you're never charged for a request that isn't accepted. A booking is confirmed once payment goes through. Your payment is held and released to the sitter after the stay is completed.

A stay is approved and marked completed automatically 48 hours after it ends, unless you've opened a concern about it in that time. The same 48-hour window applies to approvals, refund requests, payment adjustments and the release of the sitter's payout.

Extra time, extra add-ons or a custom plan agreed during a booking are added to the booking total and charged the same way. Any such adjustment must be agreed and charged within 48 hours after the stay ends; after that, the booking total is final.

• You cancel more than 48 hours ahead: full refund of the care price.
• You cancel 24–48 hours ahead: refund of 75% of the care price.
• You cancel within 24 hours: refund of 50% of the care price, as the sitter held the time for you.
• The sitter cancels, or doesn't show up: full refund of the care price, and we'll help you find a replacement.

The 5% booking fee is not refundable in any of these cases.

If something goes wrong, open a concern from the booking in your dashboard within 48 hours of it ending — the same window in which the stay is approved and the sitter's pay is released. After 48 hours the stay is final. We'll look at both sides — your notes, the sitter's notes and your messages — and decide within 48 hours of the concern being opened. Possible outcomes:

• Full refund — the sitter didn't show up, or care ended for a serious safety reason.
• Partial refund — some of the care or add-ons weren't delivered.
• Service credit — where a refund isn't the right fix, we may offer credit towards a future booking.
• No adjustment — the care was delivered as agreed.

Refunds are issued as soon as a decision is made, go back to the card you paid with and usually appear in 5–10 business days. Any part you paid with account credit comes back as credit. Service credits sit on your account, apply automatically to your next booking, are valid for 12 months, aren't exchangeable for cash and can't be transferred. The 5% booking fee is never refunded, on full or partial refunds.

• Give clear written instructions: routines, allergies, medication, feeding, keys and access.
• Share emergency contacts and any medical or behavioural issues before care starts.
• Provide a safe home and the supplies the care needs.
• Be reachable, or name someone who is, for the whole booking.
• Be there at pick-up time, or agree a late-return charge in advance.

After a booking you and your sitter can review each other. Reviews must be honest and about the booking. We may remove reviews containing abuse, personal contact details or anything unrelated to the care.

Please keep bookings with sitters you meet here on the platform. Paying a sitter directly removes the payment protection, records and refund process that protect you if something goes wrong.

You can close your account at any time once your confirmed bookings are finished. We can suspend an account for unsafe behaviour, harassment of sitters, false information, chargeback abuse or breaking these terms.