How to cancel or move a session, and what happens if a session is missed.
Last updated: 12 October 2026 · Next review: October 2027
The short version: please give at least 24 hours' notice if you can't make a session. Life with a disability is unpredictable and we understand that. We'll never make you feel bad for cancelling.
A session is "booked" once you and your support worker have agreed the date, time, whether it's face to face or remote, and the type of support. We confirm every booking in writing (usually email) using your preferred way of being contacted.
There is no charge, and the hours stay in your DSA allocation for later use.
Under Student Finance England's Disabled Students' Allowance (DSA) guidance, a session cancelled with less than 24 hours' notice, or not attended, may be charged to your DSA. If it is charged, the time comes out of your approved hours, so you'd have less support left.
We follow the DSA rules, which say DSA will not fund sessions that are repeatedly missed or late-cancelled. DfE currently treats more than two in a term, per type of support, as "repeatedly". So:
We use discretion. If you missed a session because of your disability, illness or an emergency, tell us when you can. We'll take it into account.
If two or more booked sessions in a term are missed without notice, we'll get in touch, kindly, to check how you are and whether the support still suits you (time of day, remote or in person, length, frequency). If we can't reach you after three attempts by different methods over at least two weeks, we may pause your support and let you know in writing. You can restart at any time by contacting us. We keep a record of contact attempts, as DSA funders may ask for it.
We'll give you as much notice as possible and offer another time. You'll never be charged for a session we cancel. If your support worker is unavailable for a longer period, we'll discuss options with you; we can't pass your support to another company, so if we can't continue, we'll tell Student Finance England so they can arrange another provider.
If you arrive late, the session will usually still end at the planned time, and we only record the time you actually received support. If your support worker is late, you'll get the full session length or we'll only record the time delivered.
Email nmh@neurodivergentminds.com. You can ask for this policy in another format (large print, plain text, or read through together in a session).
