Cancellations, no‑shows, and dispute resolution

How do I cancel a confirmed sit on Tryypa? What is the Sit Cancellation Plan and who is eligible? What should an owner do if a sitter is a no-show?

Tawfiekallah Osman

• 5 min read

Life happens, and sometimes plans change. This guide explains Tryypa’s policies and processes for cancellations, no-shows, and resolving disagreements so both owners and sitters know their rights, responsibilities, and next steps.

At a glance

  • Cancellations are allowed only in extraordinary circumstances.
  • Always message first, then cancel in the Dashboard (so there is an official record).
  • Premium members may be eligible for Sit Cancellation Plan reimbursement when the other party cancels within the coverage window.
  • No-shows are treated as urgent incidents and may lead to account suspension.
  • Disputes follow a 3-step process: message in Tryypa → contact support → mediation and review.

Key definitions

  • Confirmed sit: a sit that has been accepted by both parties in Tryypa.
  • Extraordinary circumstances: serious, unavoidable events that make the sit impossible or unsafe.
  • No-show: when a sitter does not arrive at the agreed time without prior notice, or when an owner is not present to hand over the home and keys as arranged.

Cancellation policy

What counts as extraordinary circumstances for cancelling a sit?

Both owners and sitters may cancel a confirmed sit only under extraordinary circumstances, such as:

  • Serious illness or family emergency
  • Natural disaster or unsafe travel conditions
  • Property damage that makes the home uninhabitable
  • Pet illness requiring specialized care beyond the sitter’s capability

How do I cancel a confirmed sit on Tryypa?

  1. Communicate first: Contact the other party immediately through Tryypa messaging to explain the situation.
  2. Cancel formally: Go to your Dashboard and cancel the sit through the platform. This creates an official record and triggers any applicable protections.
  3. Notify support (if needed): Email support@tryypa.com with your reason and documentation (medical notes, travel advisories, etc.) if you are requesting a coverage review.

Cancellation timing and impact

For owners:

  • 14+ days before sit start: Minimal disruption; sitter has time to find alternatives.
  • 7–13 days before sit start: Sitter may face difficulty rebooking; keep communication open.
  • Less than 7 days before sit start: High impact; sitter may be entitled to Sit Cancellation Plan coverage if eligible.

For sitters:

  • 14+ days before sit start: Owner has time to find a replacement; maintain your profile reputation.
  • 7–13 days before sit start: Owner faces stress and limited options; explain clearly and assist where possible.
  • Less than 7 days before sit start: Severe impact; owner may need emergency backup care at significant cost.

Repeated cancellations by either party may result in account review, loss of verification status, or removal from the platform.

Sit Cancellation Plan (Premium protection)

What is the Sit Cancellation Plan and who is eligible?

Premium members may be eligible for reimbursement if a confirmed sit is cancelled by the other party within the coverage window.

What’s covered

  • Rebooking fees or alternative pet care costs (for owners)
  • Pre-paid travel costs that cannot be refunded (for sitters)
  • Coverage limits and terms vary - terms and conditions apply.

How to claim reimbursement

  1. Keep all communication and booking confirmations in the Tryypa platform.
  2. Submit a claim through your Dashboard within 5 days of the cancellation.
  3. Provide evidence: messages, receipts, travel bookings, and proof of losses.
  4. Support will assess your claim and guide you through reimbursement or next steps.

Note: Cancellation Plan eligibility, coverage amounts, and exclusions are detailed in your membership terms. Review them before confirming a sit.

No-shows

What should an owner do if a sitter is a no-show?

  1. Try to reach them: Message and call through the platform immediately.
  2. Wait 2 hours past the agreed arrival time, allowing for travel delays.
  3. Activate backup plan: Contact your emergency pet care backup (friend, neighbor, local sitter).
  4. Report the no-show: Email support@tryypa.com with details, messages, and timeline. Include any costs incurred for emergency care.
  5. Review for coverage: Sit Cancellation Plan may reimburse eligible emergency care costs.

Consequences for the sitter: No-shows result in immediate account suspension, loss of verification, negative impact on profile, and potential removal from Tryypa.

What should a sitter do if an owner is not present for handover?

  1. Try to reach them: Message and call through the platform immediately.
  2. Wait at the agreed location for up to 2 hours if safe to do so.
  3. Document the situation: Take timestamped photos of your location and save all message attempts.
  4. Secure alternative accommodation: Book temporary lodging if necessary and keep receipts.
  5. Report the no-show: Email support@tryypa.com with timeline, evidence, and costs.
  6. Review for coverage: Sit Cancellation Plan may reimburse accommodation costs for eligible members.

Consequences for the owner: No-shows result in account review, suspension, and potential removal from Tryypa.

Dispute resolution

Disputes arise when owners and sitters disagree about responsibilities, damages, behavior, or expectations during or after a sit.

Common disputes

  • Property damage or cleanliness issues
  • Pet care not followed as instructed
  • House rules violated
  • Promised amenities unavailable
  • Early departure or late arrival
  • Costs and reimbursements

What evidence do I need for a dispute or claim?

When escalating to support, include:

  • A concise summary of the issue
  • Timeline of events
  • Screenshots of relevant messages (kept within the platform)
  • Photos or documentation (damage, vet bills, receipts, etc.)
  • Your proposed resolution

Resolution process

Step 1: Direct communication (required first step)

  • Discuss the issue calmly and factually through Tryypa messaging.
  • Focus on the specific concern, not personal criticism.
  • Propose a fair solution: repair, reimbursement, apology, clarification.
  • Give the other party 48 hours to respond before escalating.

Step 2: Involve Tryypa support

If you cannot resolve the dispute directly, email support@tryypa.com with the evidence listed above.

Step 3: Mediation and review

Tryypa support will:

  • Review all evidence from both parties
  • Assess the situation against the Community Code of Conduct and agreed responsibilities
  • Mediate a fair resolution, which may include:
    • Guidance on next steps
    • Reimbursement recommendations
    • Profile warnings or restrictions
    • Account suspension in serious cases

How long does Tryypa support take to respond?

Support aims to acknowledge disputes within 24 hours and provide initial guidance within 3–5 business days. Complex cases may take longer.

What support cannot do

  • Force one party to pay the other outside the platform
  • Retroactively change agreed terms or house rules
  • Resolve disputes based on hearsay without documentation
  • Provide legal advice or representation

For disputes involving significant financial loss, property damage, or safety concerns, you may need to pursue resolution through your insurance provider or local authorities.

Preventing issues before they start

Most cancellations, no-shows, and disputes can be avoided with clear communication and preparation.

For owners

For sitters

  • Create an honest, complete profile with references
  • Ask clarifying questions before confirming a sit
  • Review the Welcome Guide thoroughly and flag any concerns early
  • Confirm arrival times and logistics 48 hours in advance
  • Follow house rules and pet care instructions precisely
  • Keep the owner updated with messages and photos
  • Review Messaging etiquette and response expectations

For both parties

  • Always communicate through the Tryypa platform so there’s a record
  • Report suspicious behavior or off-platform payment requests immediately
  • Treat each other with respect, as outlined in the Community Code of Conduct
  • Document the home condition at handover with photos (quick walk-through at arrival and departure)

Quick decision guide

  • Need to cancel? Message the other party → if still needed, cancel in Dashboard → email support with documentation if requesting coverage review.
  • No-show situation? Try contact → wait up to 2 hours (if safe) → activate backup plan / secure accommodation → document everything → report to support.
  • Dispute? Message in Tryypa → wait 48 hours → contact support with timeline + evidence → mediation and review.

Reviews and accountability

After every sit, both parties can leave a review. Honest, constructive reviews help the community make informed decisions and hold members accountable.

  • Cancellations and no-shows will be noted in your account history and may appear in reviews.
  • Unresolved disputes may impact your profile standing and verification status.
  • Repeated issues can result in loss of premium benefits, suspension, or removal from Tryypa.

Building trust takes time. Maintaining it requires clear communication, reliability, and respect on every sit.

Need help? Contact support@tryypa.com for assistance.