Refund Policy

Effective Date: April 28, 2026 | Last Updated: April 28, 2026

1. Introduction

At Starbird Chicken, we are deeply committed to delivering high-quality food and an exceptional customer experience with every order. We understand that issues can sometimes arise, and we want to make sure that every guest feels heard, respected, and fairly treated.

This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations may be granted, the timeframes applicable to each type of request, and the process for submitting and resolving refund claims. This policy is governed by applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

If you have any questions about this policy or a specific order, please do not hesitate to contact our customer support team using the information provided at the end of this document.

2. Eligibility Conditions for Refunds

Starbird Chicken will consider refund requests under the following eligible circumstances:

• Incorrect Order: You received an item or order that does not match what was placed or confirmed at the time of purchase.
• Missing Items: One or more items from your order were not delivered or included in your bag or delivery package.
• Food Quality Issues: The food received was undercooked, spoiled, contaminated, or otherwise failed to meet reasonable food safety or quality standards.
• Allergen Concerns: An item contained an allergen that was not disclosed or that you specifically requested to be excluded, resulting in a verified concern.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Order Not Delivered: A delivery order was confirmed and charged but never arrived within a reasonable time frame and was not resolved by the delivery partner.
• Technical Errors: A confirmed error on our website or ordering platform resulted in an incorrect charge or unintended order placement.

Refunds are evaluated on a case-by-case basis. Starbird Chicken reserves the right to request supporting documentation, such as photographs of the food or packaging, order confirmation numbers, or receipts, before approving a refund.

3. Timeframes for Refund Requests

To be eligible for a refund, you must contact Starbird Chicken within the following timeframes from the date and time of your original purchase or delivery:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to review their orders immediately upon receipt and contact us promptly if an issue is identified.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for a refund:

• Food that has been fully consumed before a complaint is submitted, unless a documented food safety issue is reported.
• Orders where the customer simply changed their mind after the food was prepared or delivered.
• Customization errors that were entered incorrectly by the customer at the time of ordering.
• Promotional or discounted items purchased as part of a limited-time deal, unless the item was defective or incorrect.
• Gift cards or digital vouchers once redeemed or used.
• Delivery fees charged by third-party delivery platforms, unless those fees were charged in error.
• Service charges, convenience fees, or tips processed through third-party platforms.
• Orders where the customer provided an incorrect delivery address, resulting in a failed delivery.
• Dissatisfaction based solely on personal taste preferences when the order was prepared correctly as specified.

5. How to Request a Refund (Step-by-Step)

To submit a refund request, please follow the steps below to ensure a smooth and timely resolution:

1. Gather Your Order Information: Before reaching out, collect all relevant details including your order number or receipt, the date and time of purchase, the items you ordered, and a description of the issue you experienced.
2. Document the Issue: If the issue involves food quality, an incorrect item, or packaging problems, take clear photographs as supporting evidence. This can significantly speed up the review process.
3. Contact Our Customer Support Team: Reach out to Starbird Chicken using one of the following methods:
   • Email: [email protected]
   • Website: starbird-chicken.rest
4. Provide Required Details in Your Request: When submitting your request, include the following:
   • Full name and contact information
   • Order number or receipt number
   • Date, time, and location (or platform) of the order
   • Clear description of the issue
   • Photographs or other supporting documentation (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
5. Await Confirmation: Upon receiving your request, our team will send you an acknowledgment within 1–2 business days and begin reviewing your case.
6. Resolution Decision: Our team will communicate the outcome of your refund request, including the approved amount (if any) and the method of reimbursement, within the timeframes specified in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time required for the funds to be returned to you will vary depending on the original payment method used:

Please note that while we process refunds promptly on our end, the timing of when funds appear in your account may also depend on your financial institution or payment provider. Starbird Chicken is not responsible for delays caused by banks or third-party payment processors.

7. Partial Refunds

In certain circumstances, Starbird Chicken may issue a partial refund rather than a full refund. Partial refunds may apply in the following situations:

• Only a portion of the items in your order were incorrect, missing, or defective, while the rest of the order was satisfactory.
• The food quality issue affected only part of the order.
• A discount or promotional code was applied to the original order, and only specific items are eligible for reimbursement.
• The customer has already consumed a significant portion of the order before identifying an issue.
• The delivery was partially completed or partially incorrect due to circumstances outside our control.

Partial refund amounts will be calculated based on the proportionate value of the affected items relative to the total order price, including applicable taxes.

8. Exchange Policy

Starbird Chicken offers item exchanges in the following situations:

• An incorrect item was prepared or delivered, and you are present at the location or your delivery driver is still available.
• A food item does not meet our quality standards, and a replacement can be prepared promptly.

To request an exchange:

1. For in-store or pickup orders, please notify a team member immediately at the counter before leaving the premises. Our staff will gladly prepare the correct item.
2. For delivery orders, contact us at [email protected] as soon as possible. Depending on your location and the circumstances, we may be able to arrange a replacement delivery or provide a refund in lieu of an exchange.

Exchanges are subject to product availability. If the requested item is unavailable at the time of the exchange request, a refund or store credit of equivalent value will be offered.

9. Cancellation Policy

Starbird Chicken operates in a fast-paced food service environment, and orders are typically prepared shortly after being placed. As a result, our cancellation window is limited.

9.1 Online and App Orders

• Orders may be cancelled within 5 minutes of placement, provided that food preparation has not yet begun.
• If you need to cancel an order, contact us immediately at [email protected] or call us directly with your order confirmation number.
• Orders that have already entered the preparation phase cannot be cancelled, and no refund will be issued for cancellation requests made after this point.

9.2 Third-Party Delivery Platform Orders

If your order was placed through a third-party delivery platform such as DoorDash, Uber Eats, or Grubhub, the cancellation policy of that platform will apply. Please contact that platform's customer support directly for cancellation requests. Starbird Chicken does not have the ability to cancel or modify orders placed through third-party services once they have been submitted.

9.3 Catering and Pre-Orders

• Catering orders or large pre-orders may be cancelled with a full refund if the cancellation is made at least 48 hours prior to the scheduled pickup or delivery time.
• Cancellations made between 24 and 48 hours before the order time may be subject to a cancellation fee of up to 25% of the total order value.
• Cancellations made less than 24 hours before the scheduled time are not eligible for a refund, as ingredients and staff will have already been allocated.

10. Dispute Resolution Process

If you are not satisfied with our response to your refund request, Starbird Chicken is committed to working with you in good faith to find a fair resolution.

Step 1: Internal Escalation

If your initial refund request was denied or you disagree with the outcome, you may escalate the matter by emailing [email protected] with the subject line "Refund Dispute – Escalation" and a detailed explanation of your concern. A senior member of our customer experience team will review your case within 3–5 business days.

Step 2: Mediation

If the internal escalation does not resolve the dispute to your satisfaction, either party may request informal mediation. Mediation shall be conducted in good faith by a mutually agreed-upon neutral mediator. Each party will bear its own costs for mediation unless otherwise agreed.

Step 3: Consumer Protection Agencies

You also have the right to file a complaint with applicable consumer protection authorities, including:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP
• State Attorney General's Office in your state of residence
• Your state's Department of Consumer Affairs or equivalent agency

Step 4: Chargeback Rights

If you paid by credit or debit card and believe a charge was unauthorized or fraudulent, you retain the right to dispute the charge with your card issuer in accordance with applicable laws and your cardholder agreement. We encourage customers to attempt resolution with us directly before initiating a chargeback, as this allows us to address the issue more efficiently.

11. Special Circumstances

Starbird Chicken recognizes that unusual situations may arise that are not explicitly covered by this policy. In such cases, we will evaluate requests individually and strive to reach a resolution that is fair, reasonable, and consistent with our commitment to guest satisfaction. We reserve the right to offer alternatives such as store credit, vouchers, or complimentary items at our sole discretion.

12. Policy Updates

Starbird Chicken reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting to our website at starbird-chicken.rest. The "Last Updated" date at the top of this page will reflect when the most recent changes were made. We encourage customers to review this policy periodically to stay informed of any updates.

13. Contact Information for Refund Requests

If you have a question, concern, or would like to submit a refund request, please reach out to our customer support team using the information below. We are here to help and aim to respond to all inquiries promptly.

Last reviewed and updated: April 28, 2026. This policy is effective for all orders placed on or after this date.