Cancellation Policy

Access Calgary’s Cancellation Policy came into effect on August 1, 2002 to improve the level of service for our customers. The purpose of the policy is to reduce frustration for customers on board due to “Late Cancellations”, "Cancellations at the Door", and "No-Shows". Customers, their guardians and caregivers must take responsibility for use of the service (see Customer Responsibilities).

Advance notice of cancellation allows more customers to take trips and Access Calgary is able to maximize its use of transportation resources.

A "No-Show" will NOT be counted if the vehicle arrives outside the scheduled time window (e.g. if the time window for your trip request is 9:55 a.m. to 10:15 a.m., a "No-Show" will not be counted if the vehicle arrives later than 10:15 a.m.). Please call Customer Service at 403-537-7997 option #4 if you have a question or concern.

If you plan to be away for any length of time, call Access Calgary and have your subscription put on hold temporarily. Please provide details about when to reinstate your subscription. You may put your subscription on hold for up to 30 days.

The policy applies to:

> Late Cancellations
> No-Shows
> Cancellations at the Door

A cancellation is considered "Late" if Access Calgary is not notified at least two (2) hours prior to the scheduled pickup time of the trip.

• If three (3) cancellations occur in any 30-day period, a letter of warning will be issued to the customer.

• If six (6) cancellations occur in any 60-day period, a 2-day suspension of service will be imposed. A letter explaining the suspension and the dates of the suspension will be mailed to the customer.

• If nine (9) cancellations occur in any 60-day period, a 1-week suspension of service will be imposed. The suspension will be for a consecutive seven-day period. A letter explaining the suspension and the dates of the suspension will be mailed to the customer.

• If twelve (12) or more cancellations occur in any 60-day period, Access Calgary will review the customer’s need for continued service. Service may be discontinued if a satisfactory arrangement to avoid cancellations cannot be reached.

• Customers that cancel more than 40% of their subscription trips in a 30-day period will be required to request trips on a casual basis. A customer may re-apply for subscription service after 90 days. A pattern of regular trip requests must be present for 30 days before new subscriptions will be accepted.

The dates set for any suspension are at the discretion of Access Calgary. Suspensions will generally be served on days where the demand for service is high.

Customers may contact Access Calgary Customer Service at 403-537-7997 option #4 to discuss warnings and suspensions. If a satisfactory resolution is not reached, customers may appeal suspensions to the Access Calgary Appeal Board. Service will be provided until the Board issues a ruling.