Support

Email support@theplantnetwork.com. A person reads every message.

What to include

• The email address you sign in with.
• Whether you're an owner or a sitter.
• The dates of the sit, if it's about one.
• What happened, and a screenshot if it helps.

Please don't email entry codes, lockbox combinations or card numbers. We never need them.

Cancel a sit

Owners: in the app, open Bookings, choose the sit and tap Cancel booking. Before you confirm, the app shows exactly what you get back under the cancellation policy. If nothing has been paid yet, nothing is charged.

Sitters: open the sit and tap I can no longer do this sit. We find the owner a verified replacement, and you're paid for the visits you completed.

Change dates, plants or the address

Email us with the sit dates and what needs to change. Tell us as early as you can, so the sitter can plan.

Trouble during a sit

If anyone is in danger, call 911 first.

• The sitter can't get in, or a visit was missed: message each other in the app, then email us with the sit dates. Visit photos are in the app, so you don't need to send them.
• A plant looks unwell: message your sitter in the app with what you see. If you need us, email us with the sit dates and the plant.

Cancellation policy

• 48 hours or more before the first visit: you get everything back, fees included.
• Less than 48 hours before a visit, or mid-sit: you get back every visit not yet done, minus half of the next visit, which goes to the sitter for the slot they held. The sitter is paid for every completed visit.
• If the sitter drops out or doesn't show: we find a verified replacement at the same price, and you pay nothing extra. If no one can take it, you get back every visit not done, fees included.

Times use the home's time zone.

Delete your account

In the app, open your account settings and choose Delete account. The app lists what is deleted and what is kept before you confirm. In short:

• Deleted: your email, first name and phone number, your plants and their photos, your sitter application and ID check, unpaid bookings and the comments in your reviews.
• Kept without your name or email: past sits (dates, neighborhood, plants and visits), ratings, and the payment and payout records that tax and payment rules require.
• Kept for a while: photos from your past sits, for 30 days, or until 120 days after the sit's last visit if that is later, so we can answer a payment dispute. Photos a sitter took stay with the owner's sit.

The privacy policy has the details. You can also email us from your sign-in address and we'll delete it for you.

Your data

To see, correct or get a copy of your data, email us. The privacy policy explains what we collect and why, and the terms explain how sits work.