Refund Policy

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

1. Overview

This Refund Policy applies to all orders placed through our website at starbird-food.click, our mobile ordering platform, third-party delivery partners, and in-store purchases at Starbird Chicken locations. By placing an order with us, you agree to the terms outlined in this policy. We encourage all customers to review their orders carefully before submitting payment.

Our goal is to resolve all refund and complaint matters fairly, promptly, and in accordance with applicable United States consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following conditions:

• Your order was incorrect — meaning you received items different from what you ordered.
• Your order was missing one or more items that were paid for but not delivered or included.
• The food items delivered were spoiled, contaminated, or otherwise unfit for consumption.
• You experienced a significant quality issue, such as undercooked food, foreign objects in the food, or food that was cold upon delivery due to our error.
• Your order was not delivered and was confirmed lost or undelivered by our team or the delivery partner.
• A duplicate charge was applied to your payment method for the same order.
• A technical error on our platform caused an unintended or unauthorized charge.

Refund eligibility is evaluated on a case-by-case basis. Starbird Chicken reserves the right to request supporting documentation, such as photographs of the incorrect or unsatisfactory items, before processing a refund.

3. Timeframes for Refund Requests

To ensure your request is handled efficiently, please adhere to the following timeframes:

Requests submitted outside these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us as soon as an issue is identified. Late submissions will be reviewed at our sole discretion, and we cannot guarantee a resolution for requests submitted beyond the applicable deadlines.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Completed and consumed orders: If you have consumed a significant portion of your meal and then request a refund based on taste preference alone, we are unable to process a refund. Refunds for quality issues must be supported by evidence such as photographs taken before consumption.
• Promotional or discounted items: Items purchased using promotional codes, special discounts, or limited-time offers may not be eligible for a full refund. Any refund issued will reflect the actual amount paid.
• Gift cards and store credits: Once issued or redeemed, gift cards and store credit balances are non-refundable and cannot be exchanged for cash.
• Delivery fees: Delivery fees charged by third-party platforms are subject to those platforms' own refund policies. We do not issue refunds for third-party delivery charges unless the non-delivery was directly caused by a Starbird Chicken error.
• Tips and gratuities: Tips paid to delivery drivers or staff members are non-refundable.
• Customization requests fulfilled correctly: If you requested customization (e.g., specific sauces, add-ons) and those were correctly fulfilled, no refund will be issued based on a change of preference.
• Orders canceled after preparation has begun: Once your order has entered the preparation stage, cancellations may not be accepted and are subject to charges as described in Section 8.

5. How to Request a Refund — Step-by-Step

Requesting a refund with Starbird Chicken is straightforward. Please follow these steps to ensure your request is processed quickly:

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
   • Photographs of incorrect, missing, or unsatisfactory items (where applicable)
2. Step 2 — Contact us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: starbird-food.click (use our Contact or Help form)
3. Step 3 — Provide details: In your message, clearly explain the issue. Include your order number, a detailed description of the problem, and attach any relevant photos or documentation.
4. Step 4 — Receive confirmation: Our team will send you an acknowledgment email within 1–2 business days confirming that your request has been received and is under review.
5. Step 5 — Review and decision: Our customer service team will review your case and communicate a decision within 3–5 business days. We may contact you for additional information during this time.
6. Step 6 — Refund processing: If your refund is approved, it will be processed to your original payment method or as store credit, as applicable. See Section 6 for processing timelines.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on your original payment method:

Please note that while we process refunds promptly on our end, the actual appearance of the credit in your account depends on your bank or payment provider. We recommend contacting your bank if a refund does not appear within 10 business days of our approval notice.

7. Partial Refunds

In some circumstances, a partial refund may be issued rather than a full refund. This may apply when:

• Only some items in your order were missing, incorrect, or unsatisfactory.
• The food quality issue affected only part of the order.
• A promotional discount or coupon was applied, and the refund reflects only the amount actually paid for the affected items.
• A portion of the order was consumed before the issue was reported.
• The order was partially delivered or partially fulfilled due to ingredient availability.

The amount of any partial refund will be calculated based on the proportional value of the affected items within the total order. Our team will communicate the refund amount clearly and provide an itemized breakdown upon request.

8. Cancellation Policy

We understand that circumstances change, and we will do our best to accommodate order cancellations where possible. However, due to the nature of fresh food preparation, our cancellation window is limited:

8.1 Online and App Orders

• Before preparation begins: If you cancel your order before our kitchen has begun preparing it, you are entitled to a full refund to your original payment method.
• After preparation has begun: Once food preparation has started, we are unable to guarantee a cancellation. In this case, you may receive store credit or a partial refund at our discretion, depending on the circumstances.
• Scheduled orders: If you placed a scheduled or future order, you may cancel it up to 1 hour before the scheduled preparation time for a full refund.

8.2 In-Store Orders

In-store orders that have been submitted to the kitchen cannot be canceled once food preparation has begun. Please inform our staff immediately if you need to make changes before your order is processed.

8.3 Third-Party Platform Orders

Cancellations for orders placed via third-party delivery apps are governed by those platforms' own cancellation policies. Please contact the respective platform directly for cancellation requests.

9. Exchange Policy

In lieu of a monetary refund, Starbird Chicken may offer exchanges or replacements in certain situations:

• Incorrect items: If you received the wrong item, we will prepare and deliver or arrange pick-up of the correct item at no additional charge, subject to availability and location.
• Damaged or unsatisfactory food: If the quality of your food does not meet our standards and you are dining in or able to return to our location, we will replace the item promptly.
• Delivery exchanges: For delivery orders, exchanges may be offered as store credit of equal or greater value to the affected item, as redelivery may not always be logistically feasible.

Exchanges are offered at the discretion of our team and are subject to menu availability. We reserve the right to offer store credit in place of a physical exchange where an exchange is not practical.

10. Dispute Resolution Process

If you believe your refund request was not handled appropriately, or if you are dissatisfied with our resolution, you have several avenues for escalating your concern:

10.1 Internal Escalation

Contact our customer support team at [email protected] and request that your case be escalated to a senior manager or the customer relations department. Clearly state your original case reference number and the reason for your escalation. We will respond within 3–5 business days.

10.2 Chargeback Rights

If you made a payment by credit or debit card and believe you have been charged unfairly, you have the right to file a chargeback with your card issuer under the Fair Credit Billing Act (FCBA). We encourage you to contact us first before initiating a chargeback, as we are committed to resolving disputes directly and quickly.

10.3 Consumer Protection Resources

United States customers also have the right to file a complaint with the following authorities:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): For payment and financial disputes at www.consumerfinance.gov
• Your state's Attorney General office for local consumer protection enforcement
• Better Business Bureau (BBB): www.bbb.org

10.4 Informal Resolution First

We strongly prefer resolving all disputes directly and informally. Before pursuing any formal or legal action, we ask that customers provide us with a minimum of 14 days to address the concern after formal notice has been submitted to [email protected].

11. Special Circumstances and Exceptions

We recognize that not every situation fits neatly into the categories above. The following special circumstances may be considered for exceptions to our standard refund policy:

• Allergic reactions: If you experience an allergic reaction due to undisclosed or mislabeled ingredients in your order, please contact us immediately. We take food safety and allergen concerns with the utmost seriousness. Please also seek appropriate medical attention.
• Food safety complaints: If you believe food you received from Starbird Chicken caused a foodborne illness, contact us at [email protected] immediately. You may also report such concerns to your local health department or the FDA.
• Natural disasters or service disruptions: In cases where orders cannot be fulfilled due to events beyond our control (force majeure), including natural disasters, power outages, or extreme weather, full refunds will be issued.
• System errors: If a technical error on our platform resulted in an incorrect charge or duplicate order, a full refund will be processed once the error is verified.

12. Changes to This Refund Policy

Starbird Chicken reserves the right to update or modify this Refund Policy at any time. Changes will become effective upon posting to our website at starbird-food.click. We encourage customers to review this policy periodically. Continued use of our services after changes are posted constitutes your acceptance of the revised policy. The effective date at the top of this page will be updated whenever material changes are made.

13. Contact Information for Refund Requests

For all refund inquiries, complaints, or questions regarding this policy, please reach out to our customer support team using the contact details below. We are committed to responding to all inquiries within 1–2 business days.