{"slug":"refund-policy","title":"Refund Policy","version":"2026-08-07","content":"Refund Policy\nVersion: 2026-08-07\n\n1. What this covers\nThis policy covers the household membership you pay to Gated Sitting. It does not cover money you pay a sitter — that is arranged directly between the family and the sitter (see section 5).\n\n2. Membership refunds\nMembership is billed annually. If something has gone wrong — you were charged twice, charged after cancelling, or charged for a household you could not use — contact us and we will put it right.\n\nOther refund requests are reviewed case by case, taking into account how much of the year has run and whether the service was usable. We would rather hear from you than have you dispute a charge with your bank: contact support first and we can usually resolve it faster than a dispute can.\n\n3. How to request a refund\nOpen a support ticket in the app at https://gatedsitting.com, or call customer support at 903-466-2946. Tell us the household name and roughly when the charge appeared. We aim to acknowledge a billing request within a few business days; where a refund is approved it is returned to the original payment method by our payment provider, and how quickly it appears is up to your bank.\n\n4. Cancelling instead of refunding\nYou can cancel a membership at any time from the billing portal in the app. Cancelling stops the next annual charge and is not the same as a refund: the household keeps its membership benefits until the end of the period already paid for. See our Membership Policy at https://gatedsitting.com/membership-policy.\n\n5. Money paid to a sitter\nPayments to a sitter are between the family and the sitter, and we do not refund them. Where a family paid by card through the service and the night did not happen, contact support and we will look at the specific payment — but the platform is not a party to the arrangement and cannot reverse an agreed payment on request.\n\n6. Chargebacks\nIf you dispute a membership charge with your bank, the membership may be suspended while the dispute is open, because the payment is reversed and held by the card network until it is decided. Contacting support first avoids that.","sections":[{"id":"overview","heading":"1. What this covers","body":"This policy covers the household membership you pay to Gated Sitting. It does not cover money you pay a sitter — that is arranged directly between the family and the sitter (see section 5)."},{"id":"membership-refunds","heading":"2. Membership refunds","body":"Membership is billed annually. If something has gone wrong — you were charged twice, charged after cancelling, or charged for a household you could not use — contact us and we will put it right.\n\nOther refund requests are reviewed case by case, taking into account how much of the year has run and whether the service was usable. We would rather hear from you than have you dispute a charge with your bank: contact support first and we can usually resolve it faster than a dispute can."},{"id":"how-to-request","heading":"3. How to request a refund","body":"Open a support ticket in the app at https://gatedsitting.com, or call customer support at 903-466-2946. Tell us the household name and roughly when the charge appeared. We aim to acknowledge a billing request within a few business days; where a refund is approved it is returned to the original payment method by our payment provider, and how quickly it appears is up to your bank."},{"id":"cancelling","heading":"4. Cancelling instead of refunding","body":"You can cancel a membership at any time from the billing portal in the app. Cancelling stops the next annual charge and is not the same as a refund: the household keeps its membership benefits until the end of the period already paid for. See our Membership Policy at https://gatedsitting.com/membership-policy."},{"id":"sitter-payments","heading":"5. Money paid to a sitter","body":"Payments to a sitter are between the family and the sitter, and we do not refund them. Where a family paid by card through the service and the night did not happen, contact support and we will look at the specific payment — but the platform is not a party to the arrangement and cannot reverse an agreed payment on request."},{"id":"disputes","heading":"6. Chargebacks","body":"If you dispute a membership charge with your bank, the membership may be suspended while the dispute is open, because the payment is reversed and held by the card network until it is decided. Contacting support first avoids that."}],"contentHash":"298f78ce15c64c98d955a3f7a03d273b3445a76a33f5cb440dffc17ea354ec84"}