Refund Policy

Effective Date: May 22, 2026 | Last Updated: May 22, 2026

1. Overview

At Starbird Chicken, we are committed to delivering high-quality food and an exceptional customer experience. We understand that issues can occasionally arise with orders, and we want to ensure that every customer feels heard and fairly treated. This Refund Policy outlines the conditions under which refunds, partial refunds, exchanges, and cancellations may be issued, as well as the steps required to initiate a refund request.

This policy applies to all orders placed directly through our website (starbird-food.rest), via phone, or through any authorized Starbird Chicken ordering platform. Orders placed through third-party delivery services (such as DoorDash, Uber Eats, Grubhub, or similar platforms) are subject to the respective platform's own refund and dispute policies.

Our practices are governed by applicable United States consumer protection laws, including the Federal Trade Commission Act (FTC Act), and any applicable state consumer protection statutes.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet one or more of the following criteria:

• Incorrect Order: You received items that were different from what you ordered (e.g., wrong protein, incorrect side dishes, missing menu components).
• Missing Items: One or more items included in your confirmed order were not received.
• Food Quality Issues: The food received was undercooked, spoiled, or otherwise did not meet reasonable food safety and quality standards at the time of delivery or pickup.
• Allergic Reaction Concerns: You received an item containing an allergen that was not disclosed or that you specifically requested be omitted, posing a health and safety concern.
• Order Not Delivered: Your delivery order was confirmed but never arrived, and our delivery records confirm non-delivery.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Technical Errors: A verified technical error on our website or ordering system caused an incorrect charge or order placement.

Refund requests that do not fall within the above categories will be reviewed on a case-by-case basis at the sole discretion of Starbird Chicken management.

3. Timeframes for Refund Requests

Timely reporting is essential for us to properly investigate and resolve your refund request. The following timeframes apply:

Requests submitted after these deadlines may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and report any issues as promptly as possible.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Change of Mind: Refunds will not be issued simply because you changed your mind after placing an order, as food preparation begins shortly after order confirmation.
• Consumed Orders: Items that have been substantially consumed are not eligible for refunds unless a clear quality or safety issue is documented.
• Customization Requests Not Honored by Customer: If the order was prepared according to the specifications you provided, and you later decide you do not prefer those customizations, no refund will be issued.
• Third-Party Delivery Fees: Delivery fees charged by third-party platforms are not refundable by Starbird Chicken, as these are outside our control.
• Promotional or Complimentary Items: Items provided free of charge as part of a promotion are not eligible for monetary refunds.
• Gift Cards and Digital Credits: Purchased gift cards and digital store credits are non-refundable and non-transferable unless required by applicable law.
• Orders with Minor Variations: Minor presentation differences that do not affect the food quality, taste, or safety are not grounds for a refund.

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

To initiate a refund request, please follow the steps outlined below:

1. Step 1 — Gather Your Order Information:

   Before contacting us, please have the following information ready:

   • Your full name and contact information
   • Your order number or confirmation number
   • The date and time of your order
   • A clear description of the issue
   • Photographic evidence (if applicable — e.g., incorrect item, quality issue)
2. Step 2 — Contact Our Customer Support Team:

   Reach out to us through any of the following channels:

   • Email: [email protected]
   • Website: starbird-food.rest

   When emailing us, please use the subject line: "Refund Request – [Your Order Number]" to help us process your request quickly.

3. Step 3 — Submit Supporting Documentation:

   If applicable, attach photos or screenshots that support your claim. This may include images of the food received, your order confirmation, or a screenshot of the charge on your bank statement.

4. Step 4 — Await Review and Confirmation:

   Our customer support team will review your request and respond within 2 business days with an update on your case. We may request additional information during this review period.

5. Step 5 — Refund Issuance:

   If your refund request is approved, you will receive a confirmation via email. The refund will be processed according to the timelines described in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved and initiated by our team, processing times may vary depending on your original payment method:

Please note that while we initiate the refund on our end within the stated timeframe, the actual appearance of the credit in your account is subject to your financial institution's processing procedures. Starbird Chicken is not responsible for delays caused by banks or payment processors.

7. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Circumstances that may result in a partial refund include:

• Only one or a few items in an order were affected, while the remainder of the order was correct and satisfactory.
• A food quality issue affected only part of the order.
• An item was missing from a larger order, and only the cost of that specific item is being refunded.
• The customer partially consumed the order before discovering the issue.
• A promotional discount was applied to the original order, in which case the refund amount will reflect the discounted price paid rather than the full menu price.

The exact amount of any partial refund will be communicated to you in writing before it is processed. You will have the opportunity to accept the partial refund or escalate your concern to our management team for further review.

8. Exchange Policy

In lieu of a monetary refund, Starbird Chicken may offer a food exchange or replacement in the following circumstances:

• An incorrect item was received, and the correct item is available for immediate preparation.
• A food quality issue is reported, and the customer is present at the restaurant or within delivery range for a replacement.
• A menu item was unavailable after the order was placed, and a substitution was not previously communicated.

Exchanges are subject to availability and must be requested within 30 minutes of the original order delivery or pickup time for in-store and delivery scenarios. Exchanges are processed at the same or equivalent value as the original item. No additional charges will be incurred for a like-for-like exchange. If you prefer a different item of higher value, the price difference may be charged.

We reserve the right to offer a store credit, replacement meal, or monetary refund depending on the nature and circumstances of each case.

9. Cancellation Policy

Because our food is freshly prepared to order, cancellation windows are narrow. Please review the following cancellation guidelines:

9.1 Online and Phone Orders

• Orders may be cancelled for a full refund within 5 minutes of order placement, provided food preparation has not yet begun.
• If food preparation has already commenced at the time of your cancellation request, a refund may not be available, or only a partial refund may be issued at our discretion.
• To cancel an order, please contact us immediately at [email protected] or call the restaurant directly.

9.2 Catering and Large Group Orders

• Catering or large group orders (orders over $150 or for 10 or more people) must be cancelled at least 24 hours before the scheduled pickup or delivery time to receive a full refund.
• Cancellations made between 12 and 24 hours before the scheduled time may be eligible for a 50% refund or store credit.
• Cancellations made less than 12 hours before the scheduled time are generally not eligible for a refund, as ingredients and labor have already been allocated.

9.3 Pre-Orders and Scheduled Orders

• Pre-orders and future-scheduled orders may be cancelled up to 2 hours before the scheduled time for a full refund.
• Cancellations within 2 hours of the scheduled time will be reviewed on a case-by-case basis.

10. Dispute Resolution Process

We are committed to resolving all refund-related disputes fairly and promptly. If you are not satisfied with the outcome of your initial refund request, you may escalate the matter through the following process:

10.1 Internal Escalation

If your initial refund request is denied or you disagree with the outcome, you may request a review by submitting a written escalation to our customer service team at [email protected] with the subject line: "Refund Dispute Escalation – [Your Order Number]". A senior member of our team will review your case and respond within 5 business days.

10.2 Chargeback Rights

Customers retain their right to dispute charges with their credit card issuer or bank under the Fair Credit Billing Act (FCBA) and applicable federal law. However, we kindly ask that you allow us the opportunity to resolve the matter directly before initiating a chargeback. Unauthorized or fraudulent chargebacks may result in the suspension of your account and the referral of the matter to our legal team.

10.3 FTC and Consumer Protection Agencies

If you believe your consumer rights have been violated, you may also file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov, or with your state's Attorney General consumer protection division. We are committed to full compliance with the FTC Act and all applicable consumer protection regulations.

10.4 Informal Resolution

We strongly encourage customers to reach out to us directly before pursuing any formal legal remedies. Most disputes can be resolved quickly and amicably through open communication with our support team.

11. Special Circumstances

Starbird Chicken recognizes that extraordinary situations may arise. The following special circumstances will be handled with additional care and sensitivity:

• Food Allergy or Medical Emergency: If you experienced a serious allergic reaction or medical concern related to our food, please contact us immediately and seek appropriate medical attention. We will treat these cases with the utmost priority and will cooperate fully with any necessary investigation.
• Natural Disasters or Service Disruptions: In cases where delivery could not be completed due to circumstances beyond our control (e.g., severe weather, natural disasters), we will work with customers to provide a full refund or rescheduled order at no additional cost.
• Payment Fraud: If you believe your payment information was used fraudulently to place an order, please contact us immediately and also notify your bank or card issuer. We will cooperate fully with any investigation.

12. Policy Updates

Starbird Chicken reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at starbird-food.rest. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically. Your continued use of our services after any changes constitutes your acceptance of the updated policy.

13. Contact Information

For all refund inquiries, cancellations, or customer support needs, please contact our team using the information below: