Refund Policy

Effective Date: June 4, 2026 | Last Updated: June 4, 2026

1. Overview

This Refund Policy applies to all purchases made through our website starbirdfood.click, mobile ordering platforms, in-restaurant purchases, and any third-party delivery services authorized by Starbird Chicken. By placing an order with us, you acknowledge and agree to the terms outlined in this policy.

We understand that issues can occasionally arise with food orders, and we strive to resolve all concerns promptly, fairly, and in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and applicable state regulations.

2. Eligibility Conditions for Refunds

A refund request may be eligible under the following circumstances:

• Wrong Order Received: You received an item or items that are different from what you ordered.
• Missing Items: One or more items from your order were not included at the time of pickup or delivery.
• Food Quality Issues: The food received was spoiled, undercooked, overcooked, or otherwise not prepared to acceptable food safety and quality standards.
• Allergic Reactions Due to Incorrect Preparation: If you notified us of a food allergy and the order was not prepared accordingly, resulting in an allergic reaction, you may be eligible for a full refund. Please also seek immediate medical attention in such cases.
• Order Not Delivered: Your delivery order was confirmed but never arrived, and the issue has been verified.
• Technical Errors: A duplicate charge or technical error occurred during the payment process on our website or app.
• Significant Delay: Your order experienced an unreasonable and unusual delay that was within our control and not communicated to you in advance.

Refund eligibility is determined on a case-by-case basis. We reserve the right to request supporting documentation, such as photographs of the received items, order confirmation numbers, or receipts, before processing any refund.

3. Timeframes for Refund Requests

To ensure a smooth and efficient resolution process, refund requests must be submitted within the following timeframes:

Requests submitted after these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Situations

The following items and situations are generally not eligible for refunds:

• Change of Mind: Refunds will not be issued simply because you changed your mind after placing or receiving an order.
• Consumed Items: Items that have been substantially consumed are not eligible for a refund, except in cases of food safety or quality concerns.
• Customization Errors by the Customer: If you made an error in customizing your order (e.g., selected the wrong sauce, wrong size, or incorrect add-ons) and the order was prepared correctly as specified, no refund will be issued.
• Promotional or Free Items: Complimentary items, promotional offers, or free additions to orders are not refundable.
• Gift Cards and Credits: Purchased gift card values and promotional credits are non-refundable unless required by applicable law.
• Third-Party Delivery Fees: Delivery fees charged by third-party services (e.g., DoorDash, Uber Eats, Grubhub) are subject to those platforms' own refund policies and are not controlled by Starbird Chicken.
• Catering Deposits: Deposits paid for catering orders are non-refundable once the preparation has commenced.
• Orders Delayed Due to Circumstances Beyond Our Control: Delays caused by severe weather, traffic conditions, or other force majeure events do not qualify for refunds.

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

Follow these steps to submit a refund request:

1. Step 1 – Gather Your Information: Before contacting us, have the following ready:
   • Your order confirmation number or receipt
   • The date and time of your order
   • A description of the issue you experienced
   • Photographs of the incorrect or problematic items (if applicable)
2. Step 2 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: starbirdfood.click
3. Step 3 – Submit Your Request: In your message, clearly state:
   • Your full name
   • Your order number
   • The specific item(s) in question
   • A clear description of the issue
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 – Await Confirmation: Our team will acknowledge your request within 1–2 business days and may ask for additional information or documentation if needed.
5. Step 5 – Resolution: Once your request has been reviewed and approved, we will notify you of the decision and initiate the appropriate refund, replacement, or credit to your account.

6. Refund Processing Times by Payment Method

Once a refund has been approved, please allow the following timeframes for the refund to be reflected:

Please note that while we process refunds promptly, the actual time for funds to appear in your account depends on your financial institution's policies and procedures. We are not responsible for additional delays caused by your bank or payment processor.

7. Partial Refunds

In certain situations, only a partial refund may be granted. These situations include, but are not limited to:

• Only a portion of your order was incorrect or missing, and the remaining items were received as expected.
• A food quality issue affected only one item in a multi-item order.
• A refund request was submitted after the recommended timeframe but within a reasonable extended period, at our discretion.
• A catering order was partially prepared or delivered before a cancellation was requested.
• Items were partially consumed before a quality issue was identified.

The amount of any partial refund will be determined by our customer service team based on the specifics of each case. We will communicate the partial refund amount to you before processing.

8. Exchange Policy

We are happy to offer exchanges or replacements as an alternative to a cash refund in many cases. Exchanges are subject to the following conditions:

• Same-Day Exchanges: If you are dining in or picking up your order, incorrect or unsatisfactory items may be exchanged immediately on the same visit. Please inform a team member before leaving the restaurant.
• Delivery Order Replacements: For delivery orders, if we confirm that an item was missing, incorrect, or of unacceptable quality, we will arrange a replacement delivery or offer store credit equivalent to the value of the affected item(s), subject to availability and logistics feasibility.
• Replacement vs. Refund: In some cases, we may offer a replacement item as a first resolution. If you prefer a monetary refund over a replacement, please indicate this clearly in your refund request.
• No Exchanges for Consumed Items: Items that have already been substantially eaten or consumed are not eligible for exchange, except where a food safety or quality complaint is substantiated.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Standard Orders

• Before Preparation Begins: If you cancel your order before food preparation has started, you are entitled to a full refund.
• After Preparation Has Begun: Once food preparation has commenced, cancellations may not be accepted, and refunds may not be issued, as the food has already been prepared for you.
• Online and App Orders: To cancel an online or app-based order, please contact us immediately at [email protected] or call your nearest Starbird Chicken location. The feasibility of the cancellation will depend on the stage of preparation.

9.2 Catering and Large Group Orders

• Catering orders require a minimum of 48 hours' notice for cancellation to receive a full refund.
• Cancellations made between 24–48 hours prior to the scheduled catering date will receive a 50% refund.
• Cancellations made less than 24 hours before the catering event are non-refundable, as significant resources and preparation will have already been committed.
• Any deposits paid for catering orders are non-refundable once food preparation has begun, regardless of when the cancellation is made.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow our formal dispute resolution process:

1. Step 1 – Internal Escalation: Contact our customer support team and request to escalate your concern to a supervisor or manager. Provide your original refund request reference number and explain why you believe the resolution was insufficient.
2. Step 2 – Written Dispute Submission: Submit a formal written dispute via email to [email protected] with the subject line "Formal Refund Dispute – [Your Order Number]." Include all relevant documentation, correspondence, and a clear explanation of your desired resolution.
3. Step 3 – Review Period: Our management team will review your dispute within 5–7 business days and provide a written response with our final determination.
4. Step 4 – External Remedies: If you remain unsatisfied after exhausting our internal dispute process, you may pursue the following external options:
   • File a complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov
   • Contact your state's Attorney General's Consumer Protection Division
   • Initiate a chargeback with your credit card issuer or bank, if applicable
   • Pursue resolution through a small claims court in your jurisdiction

11. Third-Party Delivery Platform Orders

If your order was placed through a third-party delivery platform such as DoorDash, Uber Eats, Grubhub, or Postmates, please be aware of the following:

• Refund requests for orders placed through third-party platforms must be submitted directly to that platform, as they process the payment and manage the delivery logistics.
• Starbird Chicken is not directly responsible for delivery errors, delays, or issues that occur after the order leaves our restaurant and is in the possession of a third-party delivery driver.
• For food quality or preparation issues on third-party orders, you may contact us directly, and we will coordinate with the relevant platform to facilitate a resolution.
• Each third-party platform has its own refund and dispute resolution policies, which may differ from ours.

12. Food Safety and Health Concerns

If you believe you have experienced a foodborne illness or adverse health reaction as a result of consuming food from Starbird Chicken, please take the following steps:

1. Seek medical attention immediately if you are experiencing serious symptoms.
2. Retain any remaining food if possible, as it may be needed for investigation purposes.
3. Contact us immediately at [email protected] with details of your experience.
4. You may also report food safety concerns to your local health department or the U.S. Food and Drug Administration (FDA).

We take all food safety concerns with the utmost seriousness and will conduct a thorough internal investigation in response to any such reports.

13. Amendments to This Policy

Starbird Chicken reserves the right to modify, update, or revise this Refund Policy at any time. Any changes will be posted on our website at starbirdfood.click with a revised effective date. Your continued use of our services after the posting of changes constitutes your acceptance of the updated policy. We encourage you to review this page periodically.

14. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States of America and applicable state laws. Consumer protection provisions under the Federal Trade Commission Act (15 U.S.C. § 45) apply to all transactions conducted through our platform. If you are located in California, additional rights may be available to you under the California Consumer Privacy Act (CCPA/CPRA) and California consumer protection statutes.

15. Contact Information

For all refund requests, questions, or concerns regarding this policy, please contact us using the information below: