Booking & cancellation
How lessons are reserved, changed and cancelled, and what happens if someone is late or not ready.
Booking and confirmation
A booking is confirmed only when it appears as confirmed in the customer account or Stallion sends written confirmation. Displayed availability, a cart selection, an incomplete checkout, a voicemail, or an unanswered message does not reserve a time.
A lesson paid online is booked when checkout completes. A lesson or whole package to be paid in person is a booking request: it holds the chosen time while Stallion reviews it, may involve a phone call, and is booked only when Stallion confirms it in the account. Stallion confirms or declines a request before the lesson, within 24 hours at the latest; a request that is declined or not confirmed in time releases the time and costs nothing. Returning families in good standing may be confirmed at once. A request needs the student's complete record, including the permit number, issue and expiration dates (valid on the lesson date), legal name exactly as on the permit, date of birth, home address, school, emergency contact, the permit's corrective-lens restriction and, when Stallion requires them, the permit's height, weight, eye and hair color. A permit photo is optional. At the first lesson the instructor checks the original permit in person.
Normal online booking requires at least 4 hours of lead time and may be offered up to 60 days in advance. Online booking closes 4 hours before the lesson starts; for anything sooner, text or call 530-630-9998. All times use Pacific Time unless the confirmation states otherwise.
The customer must review the named student, service, date, start time, pickup and drop off locations, price, payment status, instructor if assigned, and required documents. A customer who notices an error must use the account or published support channel promptly.
A student's lessons are booked at least 2 days apart so the student can practice between lessons. The office may book a closer date on request, for example before a road test or in an emergency.
Cancellation and rescheduling
At least 48 hours before the scheduled start time, the customer may cancel or reschedule through the account without a fee. In addition, within 60 minutes after a booking is made, the customer may cancel or reschedule that booking through the account without a fee, even when the lesson starts less than 48 hours later. An eligible lesson credit returns to the same student's account. A timely customer cancellation creates a credit, not a cash refund.
Outside that post-booking window, between 24 and 48 hours before the scheduled start time, the change is late. The customer may submit evidence of an emergency for review. If Stallion approves the exception, the credit is restored without a fee. Otherwise, the booked lesson is consumed. Restoring it for later use requires the $95 restoration fee.
Outside that post-booking window, less than 24 hours before the scheduled start time, cancellation or rescheduling consumes the lesson credit or leaves the full single lesson price due. If Stallion permits the consumed lesson to be restored, the $95 restoration fee must be paid before rebooking.
Each lesson reserves a licensed instructor, a dual-control vehicle and a two-hour slot, often with travel to the pickup point, that usually cannot be filled on short notice. Because the actual loss from a late change, no show or unready student is impracticable or extremely difficult to fix in each case, the customer and Stallion agree that consuming the lesson (or the single lesson price) and the $95 restoration fee are a reasonable estimate of that loss, not a penalty. At any time before the lesson, a documented serious emergency, such as hospitalization, a death in the immediate family, a collision, or a public-safety order, may be submitted for review under the emergency exception process.
A change is complete only when the account displays it or Stallion sends written confirmation. Telling an instructor, leaving a voicemail, or sending an unanswered message does not change the booking.
No shows, late arrival and instructional time
A student is a no show when the student is not present and ready at the confirmed location, cannot be contacted using the confirmed information, leaves before the instructor arrives within the documented arrival window, or arrives more than 25 minutes after the start time. A no show consumes the lesson or leaves the full lesson price due.
- Up to 10 minutes late: the instructor will use the available operating buffer when safe and practical. Student caused time that cannot be delivered is not refundable.
- 11 to 25 minutes late: the lesson may proceed, but only actual instructional minutes are recorded. Missing required minutes must be completed later and may require restoration and rebooking.
- More than 25 minutes late: the appointment is a no show unless Stallion confirms another arrangement in writing.
A lesson cannot be extended when an extension would interfere with another student, instructor hours, vehicle availability, safety, or law. Undelivered minutes are never reported as completed instruction.
Pickup, drop off and service area
The customer must provide a complete, accurate, accessible, and safe pickup address within the published Chico service area. Pickup or drop off edits close 4 hours before the lesson. A requested change is not approved until the account or Stallion confirms it.
In towns that Stallion serves from a set meeting point (currently Oroville and Gridley–Biggs), every lesson starts and ends at an active meeting point of that town shown during booking; door, school or work pickup and drop-off are not offered there. Stallion may add, move or retire meeting points and will confirm the exact place in the booking confirmation.
An unsupported, inaccessible, unsafe, materially different, or out of area location may require a different meeting point or a new appointment. If the student cannot use the approved location inside the late cancellation window, the late cancellation rule applies unless Stallion approves an exception. Any disclosed out of area or special location charge must be accepted before it applies.
Student readiness and required documents
The student must be legally eligible, physically able, and ready to drive at the lesson start. For behind the wheel instruction, the student must present the original valid California learner permit, temporary license, or driver license required for the service. An uploaded image may support advance review but does not replace the original document at the lesson.
The lesson is treated as an unready student cancellation under the less than 24 hour rule when the student cannot safely or lawfully participate because of any of the following:
- A missing, expired, invalid, damaged, unreadable, or legally insufficient permit or license
- Missing corrective lenses or failure to comply with a permit or license restriction
- Alcohol, drugs, medication effects, illness, extreme fatigue, or another condition that makes instruction unsafe
- Unsafe footwear, clothing, behavior, a prohibited item, or refusal to follow a reasonable safety instruction
- Missing parent or guardian authorization when required for a minor
The customer must disclose a condition or accommodation that materially affects safe instruction, but should provide only information reasonably necessary for safety and service planning. The instructor may decline or stop a lesson when continuing would be unsafe or unlawful and must record the objective reason.
School changes, weather, force majeure and system errors
Stallion may substitute another qualified instructor or suitable training vehicle without changing the purchased service. Instructor and vehicle preferences are not guaranteed.
If Stallion changes or cancels a lesson because of instructor unavailability, vehicle failure, unsafe weather, an operational problem, or another school controlled reason, it restores the lesson credit and rebooking is free. The restored credit remains valid through the later of its original expiration or 90 days after the cancellation. The customer must allow a reasonable opportunity for replacement performance before requesting a refund.
Wildfire, flood, road closure, government order, utility failure, widespread communications outage, civil emergency, or another event outside reasonable control may delay service. Stallion will restore affected credit or provide reasonable replacement dates. A temporary or safety based interruption does not create a cash refund except when required by law.
The website, booking system, calendar, payment provider, email, dashboard messaging service, or third party platform may occasionally display stale availability, duplicate a request, delay a notice, or fail. Stallion may correct a clear system or clerical error after reviewing the audit record and notifying the customer. The latest confirmed booking record and payment receipt control, subject to applicable law.
DMV tests and third party events
DMV appointments, eligibility decisions, wait times, closures, testing, and results are controlled by the California DMV. The customer must verify the appointment and bring every required document. A DMV delay does not guarantee extended instructor or vehicle time.
A customer caused missed or unusable DMV service follows the late cancellation and readiness rules. A DMV or third party cancellation that does not prevent Stallion from delivering its purchased service is not a school caused cancellation. Stallion does not guarantee that a student will pass a permit or driving test.
For DMV exam package lesson 2, Stallion provides the training vehicle with current registration and proof of insurance, and the instructor accompanies the student to the DMV office. If the DMV refuses the Stallion vehicle for a vehicle or paperwork reason within Stallion's control, the change is school caused. If the DMV cancels or moves the road test, or does not conduct it for a reason outside the student's control, Stallion rebooks lesson 2 for the new appointment date at no charge and extends the package validity to that date, when the customer sends the DMV notice within 14 days. The DMV alone decides whether the test is passed.
Emergency exceptions, complaints and disputes
An emergency exception request must be submitted through the account or published support channel as soon as reasonably possible, identify the booking, and include available documentation. An exception is not approved until Stallion confirms it in writing. A prior exception does not create a right to another exception.
A customer should submit an internal dispute about a lesson status, fee, payment, credit, record, or document within 14 calendar days after the event or charge so Stallion can preserve and review the available evidence. This internal review period does not shorten a legal limitations period or waive a chargeback, regulatory complaint, or other nonwaivable right. While a payment dispute is pending, affected credits and future bookings may be held to prevent duplicate use or inconsistent accounting.
Stallion will review the booking record, communications, instructor record, payment record, system log, and submitted evidence. The customer may also use any complaint process made available by the California DMV or another regulator. The parties should first attempt a good faith written resolution when practical.