Cancellation policy

It really helps us if you give us as much notice as possible, it allows us to book in other students who are waiting, which means happy students all round.

We know emergencies happen – please try and give your trainer or bookings team at least two working days notice (excluding bank holidays and weekends) if you need to rearrange, it really makes a difference.

What About Funding?

Many of our Learners receive funding for their D&A sessions. Sometimes the funding body will place restrictions on you (and us) when it comes to cancellations and cancellation policies.

Our two working day policy is a good rule-of-thumb that covers the vast majority of cases. Unfortunately, sometimes you’ll need to know the specifics that your funding body dictates. Select your funding body from the list below to see the nitty gritty details.

Choose funding body...

Student Finance England (SFE)

It really helps us if you give us as much notice as possible, it allows us to book in other students who are waiting, which equals happy students all round! However we’re aware emergencies do happen. Here’s the small print you need to be aware of:

  • You must give 24 hours notice in order to cancel/rearrange a session
  • SFE will only accept two late cancellations per term
  • You must provide a reason for a late cancellation

SFE stipulates a term refers to the study periods that run either side of the standard holidays, i.e Sept – Dec, Jan – April, and May – Jul/Aug. Unfortunately, if you cancel late (under 24 hours notice) twice in the same term we will be unable to reschedule your session until the new term begins.

Wherever possible it is important to give more than 24 hours’ notice (excluding bank holidays and weekends) if you wish to cancel your support session – this is the advice set out the by the Student Loans Company (SLC) who pay for DSAs.

The SLC understand that there may be occasions where you may not be able to attend your support and are unable cancel with more than 24 hours’ notice. For example, because you are ill, have a personal emergency, for unforeseen circumstances or as a result of difficulties relating to your specific learning difference, disability or condition. In such cases the cost of these booked support sessions will usually be met from your DSAs. It is important not to worry as this type of unforeseen late cancellation will not affect the number of remaining sessions you have been allocated.

In cases where your university is responsible for you needing to cancel a support session (for example a timetable change) you should contact your support provider to let them know as soon as possible. Costs of these cancellations will not affect your DSA.

It is important to understand that your support may be suspended by the SLC if you repeatedly book support sessions but do not attend, or cancel with less than 24 hours’ notice which could have been cancelled with sufficient notice. This will be the case if more than two sessions have been missed per term – the SLC will inform you in writing if this is the case.

Student Awards Agency for Scotland (SAAS)

SAAS do not implement a cancellation policy across the board. Instead they ask the training providers (e.g. D&A) to set a policy. In line with other funding bodies our cancellation deadline is 24 hours. Unfortunately, SAAS will not pay for sessions that are cancelled late. This means that if you late cancel a session it costs us money and we may not be able to afford to continue to provide your support. This is, of course, very dependent on personal circumstances so we ask that you please get in touch and let us know what’s going on. In the vast majority of cases we can arrange something that meets your needs (and ours).

Student Finance Wales (SFW)

It really helps us if you give us as much notice as possible, it allows us to book in other students who are waiting, which equals happy students all round :-D! However we’re aware emergencies do happen. Here’s the small print you need to be aware of:

  • You must give 24 hours notice in order to cancel/rearrange a session
  • SFW will only accept two late cancellations per term
  • You must provide a reason for a late cancellation

A term refers to the study periods that run either side of the standard holidays, i.e Sept – Dec, Jan – April, and May – Jul/Aug. Unfortunately, if you cancel late (under 24 hours notice) twice in the same term we will be unable to reschedule your session until the new term begins.

Wherever possible it is important to give more than 24 hours’ notice (excluding bank holidays and weekends) if you wish to cancel your support session.

Student Finance Wales understands that there may be occasions where you may not be able to attend your support and are unable cancel with more than 24 hours’ notice. For example, because you are ill, have a personal emergency, for unforeseen circumstances or as a result of difficulties relating to your specific learning difference, disability or condition. In such cases the cost of these booked support sessions will usually be met from your DSAs. It is important not to worry as this type of unforeseen late cancellation will not affect the number of remaining sessions you have been allocated.

In cases where your university is responsible for you needing to cancel a support session (for example a timetable change) you should contact your support provider to let them know as soon as possible. Costs of these cancellations will not affect your DSA.

It is important to understand that your support may be suspended by SFW if you continually fail to attend sessions without good reason. This would be the case if you cancel late (under 24 hours) or miss 3 or more sessions.

Student Finance Ireland (SFI)

The Higher Education Authority does not provide funding directly to the suppliers of services (such as D&A), they provide the funding to your college or institution.

Because of this, cancellation policies have to be worked out between D&A and each individual institution. This can become complicated so we normally ask that you stick to the 24 hour notice period. If you would like to know more specific details please get in touch with our bookings team; they’ll be happy to help you.

Research Councils

If your NMH support is funded by Research Councils UK (RCUK), the cancellation policy will default to your HEI’s internal policy. Please make the D&A bookings team aware if you are funded by RCUK so we can assist you to clarify the correct cancellation policy with your university or College’s disability department.

The National Health Services (NHS)

The NHS has a strict cancellation policy – you must give us at least 48 hours (2 working days) notice if you need to cancel your session. Unless you have a disability related reason, you may be liable to pay for the cancelled session.

Oxford University Funded (UK and non-UK)

Oxford University will fund up to 2 late cancellations (within 24 hours/1 working day of the session) in total. If 2 late cancellations take place Learners will then be referred back to the Disability Advisory Service to discuss whether any further training will be funded.

Cambridge International Disable Students' Fund (IDSF)

The Cambridge International Disabled Students’ Fund will cover 1 late cancellation (within 24 hours/1 working day of the session).

After 1 late cancellation has been made Learners will be contacted 2 days before any future sessions to confirm attendance is still possible. Learners will need to reply to this massage directly – either via their AT trainer* or the Diversity and Ability Co-ordination team (hello@diversityandability.com / 0800 978 8303 ) no later than 5pm on the working day before the session, in order for the session to go ahead. If confirmation is not received the session will automatically be cancelled.

*You can retrieve your trainer’s contact details from the original confirmation email you received when the session was booked.

Other

If your funding body isn’t on this list, then the chances are that you only have to stick to the 24-hour rule. If you’re unsure, or want to check with us, then please get in touch, we’re happy to help.