Refund Policy

Effective Date: July 1, 2026 | Last Updated: July 1, 2026

1. Introduction

At Starbird Chicken, we are committed to providing our customers with the highest quality food products and an exceptional dining experience. We understand that there may be occasions where an order does not meet your expectations, and we take all customer concerns seriously.

This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations may be granted, as well as the procedures you must follow to submit a refund request. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act) and relevant state statutes.

If you have any questions about this policy, please do not hesitate to contact us at [email protected] before placing your order.

2. Eligibility Conditions for Refunds

Refunds at Starbird Chicken are considered on a case-by-case basis. To be eligible for a refund, one or more of the following conditions must apply:

• Incorrect Order: You received an item or items that were materially different from what you ordered (e.g., wrong protein, incorrect meal components, wrong size).
• Missing Items: One or more items that were part of your confirmed order were not included in your delivery or pickup bag.
• Food Quality Issues: The food received was spoiled, undercooked, or otherwise unfit for consumption at the time of delivery or pickup, provided the issue is reported promptly.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error on our platform.
• Failed Delivery: Your order was never delivered and cannot be located, through no fault of your own, despite being confirmed and paid for.
• Allergen Concerns: You specifically noted a food allergy or dietary restriction in your order and received food containing those allergens, contrary to your stated requirements.

3. Timeframes for Refund Requests

Timing is critical when requesting a refund, especially for perishable food items. Starbird Chicken enforces the following timeframes:

Requests submitted outside of these windows may not be considered. We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as any issue is identified.

4. Non-Refundable Items and Situations

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

• Orders that have been fully consumed before a complaint is raised.
• Requests based solely on personal taste preferences (e.g., "I didn't like the flavor").
• Customizations or special instructions that were honored correctly but did not meet personal expectations after delivery.
• Orders where the customer provided an incorrect delivery address, leading to a failed or misdirected delivery.
• Promotional, discounted, or complimentary items received as part of a special offer.
• Digital gift cards or vouchers once they have been redeemed or used.
• Delivery fees charged by third-party delivery platforms (these are subject to those platforms' own refund policies).
• Orders canceled after food preparation has commenced (see Cancellation Policy below).

5. How to Request a Refund

To submit a refund request, please follow the step-by-step process outlined below. Providing accurate and complete information will help us resolve your issue as quickly as possible.

Step 1: Gather Your Information

Before contacting us, please have the following information ready:

• Your full name and contact information.
• Your order confirmation number or receipt.
• The date and time of your order.
• A clear description of the issue you experienced.
• Photographic evidence of the problem (strongly recommended for food quality, missing, or incorrect item issues).

Step 2: Contact Our Customer Service Team

Reach out to us using one of the following methods:

• Email: [email protected]
• Website: new-starbirdchicken.click

Please include the subject line: "Refund Request – Order #[Your Order Number]" when emailing us. This ensures your request is routed to the correct team promptly.

Step 3: Submit Your Evidence

Attach any relevant photographs, screenshots, or documentation to your email or submit them through the contact form on our website. Clear, timestamped photos of incorrect or unsatisfactory food items significantly expedite the review process.

Step 4: Await Our Review

Our customer service team will acknowledge receipt of your refund request within 1–2 business days. We will review your submission and may follow up with additional questions if needed. You will receive a decision regarding your refund request within 5 business days of submitting all required information.

Step 5: Refund Issuance

If your request is approved, your refund will be processed according to the timelines and methods described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds will depend on your original payment method. Please refer to the table below for estimated processing times:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account is subject to your bank or financial institution's processing procedures, which are outside of our control. If you have not received your refund within the estimated timeframe, we recommend contacting your bank or card issuer directly.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Conditions where partial refunds may apply include:

• Only specific items within a multi-item order were incorrect, missing, or unsatisfactory — a refund will be issued for the affected items only.
• An order was partially consumed before the issue was identified — the refund will be prorated based on the unconsumed portion.
• A promotional discount was applied to the original order — the refund will reflect the actual amount paid for the affected item(s) after the discount.
• A delivery fee was paid and the food issue does not relate to the delivery service itself — the delivery fee may be excluded from the refund.

Our customer service team will clearly explain the basis for any partial refund determination and will provide an itemized breakdown upon request.

8. Exchange Policy

Due to the perishable and made-to-order nature of our food products, traditional exchanges are generally not feasible. However, in cases where an incorrect item was received, we may, at our sole discretion, offer one of the following remedies:

• Replacement Order: If the error is identified at the time of pickup or within a reasonable timeframe before the food has cooled significantly, we may arrange for the correct item to be prepared and delivered or made available for pickup at no additional charge.
• Store Credit: In lieu of a monetary refund, we may offer store credit equivalent to the value of the affected item(s), which can be applied to a future order.
• Full or Partial Monetary Refund: Where a replacement or store credit is not feasible or accepted, we will proceed with an appropriate monetary refund as outlined in this policy.

The availability of a replacement is dependent on store hours, kitchen capacity, and the nature of the error. We will always work with you to find the most practical and fair resolution.

9. Cancellation Policy

We understand that plans can change. Please review our cancellation policy carefully before placing your order:

Online Orders

• Cancellation Before Preparation Begins: If you contact us immediately after placing your order and food preparation has not yet commenced, we will cancel the order and issue a full refund.
• Cancellation After Preparation Has Begun: Once our kitchen staff have begun preparing your order, cancellations will not be accepted and no refund will be issued. This is because the food has already been freshly prepared to your specifications.
• Scheduled Orders: For orders placed in advance with a scheduled pickup or delivery time, cancellations must be made at least 30 minutes prior to the scheduled time to qualify for a full refund.

Third-Party Platform Orders

If you placed your order through a third-party delivery platform (such as DoorDash, Uber Eats, or Grubhub), cancellations and refunds are subject to that platform's own cancellation and refund policy. Starbird Chicken is not responsible for decisions made by third-party platforms regarding cancellations or refunds for orders placed through their services.

Catering and Large Group Orders

Catering orders and large group orders require a minimum of 48 hours' notice for cancellation to receive a full refund. Cancellations made between 24 and 48 hours prior to the scheduled fulfillment time may be eligible for a partial refund of up to 50% of the order value. Cancellations made less than 24 hours before the scheduled time are non-refundable, as significant food preparation and resource allocation will have already occurred.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Starbird Chicken provides a formal dispute resolution process to ensure your concerns are addressed fairly and thoroughly.

Step 1: Internal Escalation

If your initial refund request has been denied or you disagree with the decision, you may request an escalation to a senior customer service representative or manager. To escalate, reply to your original refund request communication and include the word "ESCALATION" in the subject line, along with any additional information or documentation you wish to present.

Step 2: Written Formal Complaint

If the escalated review does not resolve your concern, you may submit a formal written complaint to us at [email protected]. Please include:

• A detailed account of the issue and all prior communications.
• Your preferred resolution.
• Copies of all supporting evidence.

We will respond to formal written complaints within 10 business days.

Step 3: External Resolution

If we are unable to resolve the matter internally to your satisfaction, you retain the right to pursue the following external remedies:

• Credit Card Chargeback: You may contact your credit card issuer or bank to initiate a chargeback dispute if you believe you were charged incorrectly. Please note that initiating a chargeback without first attempting resolution through our internal process may affect your ability to use our services in the future.
• FTC Complaint: You may file a complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov if you believe our practices violate federal consumer protection laws.
• State Consumer Protection Agency: You may contact your state's attorney general office or consumer protection division for assistance with unresolved disputes.
• Better Business Bureau (BBB): You may file a complaint with the Better Business Bureau for mediation assistance.

11. Consumer Rights Under Applicable Law

This Refund Policy does not limit or waive any rights you may have under applicable federal or state law. Customers in the United States are protected by the Federal Trade Commission Act, which prohibits unfair or deceptive business practices. If you are located in California, you may also have additional rights under the California Consumer Protection Act and other state statutes governing consumer transactions.

Nothing in this policy shall be construed to override or limit any statutory rights afforded to consumers under applicable law. In the event of a conflict between this policy and applicable law, the applicable law will govern.

12. Modifications to This Policy

Starbird Chicken reserves the right to update, amend, or modify this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at new-starbirdchicken.click. The "Last Updated" date at the top of this page will reflect the date of the most recent revision. We encourage you to review this policy periodically to stay informed of any updates. Your continued use of our services after any modification constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact Starbird Chicken using the details below. Our customer service team is available to assist you during regular business hours.

This Refund Policy was last reviewed and updated on July 1, 2026. Starbird Chicken is committed to fair and transparent customer service practices in compliance with all applicable United States federal and state consumer protection regulations.