Version 1.0
Effective date: 28 September 2026
Last reviewed: 28 September 2026

This policy explains what happens when an AccessWays support session is cancelled, missed, started late or otherwise cannot take place as planned.

AccessWays recognises that disability, neurodivergence, health and unexpected circumstances may affect attendance. This policy will be applied reasonably and proportionately while maintaining the requirements that apply to DSA-funded support.

Translations are provided for convenience only. If there is any inconsistency or difference in meaning, the English version shall prevail.

1. Scope

This policy applies to AccessWays support sessions, whether delivered remotely, in person or through an agreed blended arrangement.

It should be read alongside the AccessWays Terms of Support and Privacy Notice.

For Disabled Students’ Allowance (DSA)-funded support, applicable DSA and Student Finance England (SFE), Student Loans Company (SLC) and Department for Education (DfE) requirements will be followed.

2. Cancelling or rearranging a session

If you cannot attend an agreed session, please tell AccessWays as soon as reasonably possible using an agreed communication or booking method.

Where reasonably practicable, AccessWays will try to rearrange the session. An alternative date, time or delivery method cannot be guaranteed.

Where a session is cancelled or missed, AccessWays may claim or charge for that session only where permitted by the applicable funding rules, contractual arrangements and law.

For DSA-funded support, the DSA rules applying to the relevant support will determine whether a cancellation charge may be claimed.

AccessWays will not:

• claim a cancellation charge that is not permitted under the applicable DSA rules;
• record a cancelled or missed session as support actually delivered;
• ask a student to verify that support took place when it did not; or
• knowingly claim or “bank” support hours contrary to applicable DSA requirements.

3. Non-attendance and late arrival

A student will normally be treated as not attending where an agreed session is due to begin and the student does not attend or make contact within a reasonable period.

AccessWays may make a reasonable attempt to contact the student but is not required to remain available for the entire booked session where the student has not attended or responded.

If a student arrives late, AccessWays will normally provide the remaining part of the booked session where reasonably practicable. The session is not normally extended beyond its agreed end time.

Any record or claim relating to a missed, late or partially completed session will be made in accordance with the support actually provided and applicable DSA requirements.

4. Disability, illness and unexpected circumstances

AccessWays recognises that disability, neurodivergence, physical or mental health, emergencies and other circumstances may affect a student’s ability to attend or provide advance notice.

Relevant circumstances will be considered reasonably and proportionately. Depending on the circumstances, AccessWays may consider rearranging the session, changing future appointment arrangements, agreeing reasonable adjustments or temporarily pausing support.

A replacement session is not guaranteed.

Consideration of individual circumstances does not permit AccessWays to make a DSA claim that is not allowed under the applicable funding rules.

5. Repeated cancellations or non-attendance

Occasional cancellations and missed sessions can happen. However, repeated cancellations or non-attendance may make it difficult to provide effective support.

Where this occurs, AccessWays may review the support arrangement with the student and consider:

• different appointment times, frequency or delivery arrangements;
• appropriate reminders or reasonable adjustments;
• whether the student should discuss their needs with their Needs Assessor, higher education provider or another appropriate service;
• temporarily pausing future bookings while arrangements are clarified; or
• where the arrangement remains unworkable despite reasonable attempts to address the issue, ending support in accordance with the AccessWays Terms of Support.

Relevant disability and accessibility circumstances will be considered before longer-term action is taken.

6. Cancellations, disruption and early endings

AccessWays may occasionally need to cancel or rearrange a session because of illness, emergency, significant technical problems, travel or venue disruption, safety concerns or other circumstances affecting the appropriate delivery of support.

AccessWays will notify the student as soon as reasonably possible and will normally seek to rearrange the session where practicable.

A session cancelled by AccessWays will not be charged to DSA as a student cancellation or recorded as support delivered.

Where technical difficulties prevent a remote session from beginning or continuing, the circumstances will be considered individually. A technical failure will not automatically be treated as student non-attendance.

Where only part of a session is delivered, AccessWays will record and claim only what is permitted under applicable DSA requirements.

A student may ask to end a session early. AccessWays may also pause or end a session where continuing would be unsafe, seriously inappropriate or inconsistent with the AccessWays Terms of Support.

7. Records and disputes

AccessWays may maintain appropriate records of cancellations, non-attendance, lateness, disrupted sessions and related communications for legitimate service administration, DSA, invoicing, audit, safeguarding, complaints or legal purposes.

Where student verification is required for support actually provided, it will be obtained after the relevant support has taken place and in accordance with applicable SLC requirements.

If you believe a session has been incorrectly recorded as cancelled, missed or chargeable, please contact AccessWays as soon as reasonably possible.

AccessWays will review the available records and correct errors where appropriate.

Students will not be disadvantaged for raising a concern in good faith. Unresolved concerns may be raised under the AccessWays Complaints Policy.

Personal information will be handled in accordance with the AccessWays Privacy Notice.

8. Changes to this policy

AccessWays may update this policy where reasonably necessary because of changes to law, DSA funding rules, SFE/SLC/DfE requirements or the operation of the service.

For DSA-funded support, applicable funding requirements will take precedence over an inconsistent provision of this policy.

The current version and effective date will be made available to students.