Bookings and payment
A 50% deposit secures your dates. The balance is due before the stay or first visit begins. Dates are only held once the deposit is received.
Minimum booking is 3 nights for overnight stays, or 3 visits for check-ins.
Cancellations and refunds
- More than 14 days before the booking: deposit refunded in full.
- 7 to 14 days before: deposit refunded less 50%.
- Less than 7 days before: deposit is non-refundable.
Once a booking has begun, no refund is given for unused nights or visits, including if you return early.
We hold your dates and turn down other work, which is why late cancellations cannot be refunded.
If we have to cancel for any reason, you receive a full refund.
What an overnight stay means
Your sitter is based in your home for the full booking. They may step out for short periods, up to two hours in total across a day, for essentials such as food or fuel. The home is their base throughout.
Overnight stays end at 11am on the final day. Your sitter can arrive at a time that suits you on the first day. If you need your sitter to stay past 11am on the last day, this is charged at R70 an hour, or as a day sit if it runs into the evening.
Sitter safety
The safety of our sitters is something we take seriously, and this is one area where we cannot be flexible. It also matters for your pets, who settle far better with a quiet, predictable household than with people coming and going.
Our sitters stay alone. No one may stay overnight in the home during a booking, and no one should come to the property while your sitter is there unless it has been arranged with us in advance.
Domestic staff and gardeners. We understand that many homes have regular domestic staff. If your cleaner or gardener is due to come during your booking, please tell us before the stay begins so we can let your sitter know who to expect and when. We ask that this is limited to one visit a week where possible, both for your sitter's safety and to keep your pets settled.
Maintenance, deliveries and contractors. We'd strongly prefer these not to happen during a booking, and ask that they are arranged for before or after your stay. If something genuinely cannot wait, please speak to us in advance. Your sitter is never required to admit anyone to the home, and where they are not comfortable, the visit will need to be rearranged.
Any changes to a booking must come from the client directly, not from third parties.
Quality checks
We carry out random, unannounced check-ins on bookings in progress to make sure our standards are being met. These may happen at any booking without prior notice.
Breach of policy
Where a client or sitter breaches these terms, we reserve the right to end a booking or decline future bookings. No refund is given for a booking ended due to a breach.
Cameras and recording
Please tell us in advance if there are any cameras or recording devices in your home, and where they are. We ask that no cameras are placed in bedrooms or bathrooms used by your sitter.
Your pets
Please tell us about any medical conditions, medication, behavioural issues or bite history before the booking.
Quotes are based on the information you give us. If your pet needs significantly more care than described, for example a young puppy needing constant supervision, a pet with undisclosed behavioural issues, or a pet that cannot be left at all, we reserve the right to adjust the rate or end the booking. We will always speak to you first.
If your pet needs a vet, we will contact you first. If you are unreachable, we will act in your pet's best interest and take them to your vet. All veterinary costs are the owner's responsibility.
Please leave your vet's details and an emergency contact before you travel.
Keys and access
Keys are collected and returned in person. We do not copy keys or share your address.
Public holidays and travel
Bookings over public holidays carry a surcharge. A travel fee applies outside our core service area, quoted upfront.
Changes
Changes to confirmed dates are subject to sitter availability and cannot be guaranteed.
Last updated September 2026. Questions? hello@thehousemate.co.za