Refund Policy

Effective Date: June 5, 2026 | Last Updated: June 5, 2026

1. Overview

This Refund Policy applies to all orders placed through our website at starbirdfood.rest, our mobile application, in-store purchases, and any third-party delivery platforms where Starbird Chicken products are available. By placing an order with us, you agree to the terms outlined in this policy.

We strive to resolve all refund and complaint requests fairly, promptly, and in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and applicable state consumer protection statutes.

2. Eligibility Conditions for Refunds

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

• Your order was incorrect — items delivered did not match what was ordered.
• Your order arrived in an unsatisfactory condition (e.g., spoiled, improperly prepared, or unsafe to consume).
• You received items with undisclosed allergens that were not listed on the product description at the time of ordering.
• Your order was not delivered within a reasonable time frame and you were not notified of any delay.
• Items were missing from your order upon delivery or pickup.
• A technical error on our website or app resulted in a duplicate charge or an incorrect order being processed.
• Your order was cancelled by Starbird Chicken due to unavailability of items or operational issues on our end.

To be eligible for a refund, you must:

1. Submit your refund request within the applicable timeframe outlined in Section 3 of this policy.
2. Provide proof of purchase (order confirmation number, receipt, or transaction record).
3. Provide a clear description of the issue, accompanied by photographic evidence where applicable.

3. Timeframes for Refund Requests

Due to the perishable nature of food products, refund requests must be submitted within specific timeframes:

Refund requests submitted after these deadlines may not be honored, except in cases of documented health or safety concerns, at our sole discretion.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Food items that have been fully consumed without a documented complaint.
• Orders where the customer provided incorrect delivery address information.
• Items that were accurately prepared according to the customer's specifications (e.g., custom orders, specific modifications).
• Promotional, discounted, or complimentary items received as part of a special offer.
• Gift cards or store credit already redeemed.
• Delivery fees charged by third-party platforms (e.g., DoorDash, Uber Eats, Grubhub) — these are subject to those platforms' respective refund policies.
• Service fees or convenience fees applied at checkout, unless the order was cancelled by Starbird Chicken.
• Orders where the customer simply changed their mind after the order was prepared or delivered.

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

To submit a refund request, please follow these steps:

1. Gather Your Information: Locate your order confirmation number, receipt, or transaction ID. Take clear photographs of any incorrect, missing, or unsatisfactory items.
2. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: starbirdfood.rest
3. Provide Details: In your refund request, include:
   • Your full name
   • Order number or transaction ID
   • Date and time of purchase
   • A clear description of the issue
   • Photographic evidence (if applicable)
   • Your preferred refund method (original payment method or store credit)
4. Await Confirmation: Our customer support team will acknowledge your request within 1–2 business days and may reach out for additional information.
5. Review and Resolution: Once we have reviewed your request, we will notify you of our decision and, if approved, initiate the refund within the applicable processing time outlined in Section 6.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, the actual credit to your account is subject to your financial institution's processing timelines and may take additional business days to appear on your statement.

7. Partial Refunds

In certain situations, a partial refund may be granted rather than a full refund. Partial refunds may apply when:

• Only specific items in a multi-item order were incorrect or unsatisfactory.
• The issue affected only part of the order (e.g., one item was missing from a larger order).
• The food was partially consumed before the issue was identified.
• A promotional discount was applied to the original order, and the refund is calculated based on the discounted price paid.
• The customer accepts partial compensation (such as a discount on a future order) in lieu of a monetary refund.

The amount of a partial refund will be calculated based on the value of the affected item(s) and any applicable fees. Starbird Chicken reserves the right to determine the appropriate refund amount at its discretion, taking into account the nature and extent of the issue reported.

8. Exchange Policy

Due to the perishable and made-to-order nature of our food products, we generally do not offer direct item exchanges. However, we understand that mistakes happen and we are committed to making things right.

If your order was incorrect or unsatisfactory:

• If you are dining in-store or picking up your order, please notify a team member immediately so we can prepare the correct item for you at no additional charge.
• If you received a delivery order with incorrect items, please contact us as soon as possible. Depending on your location and availability, we may arrange for a replacement order or issue a refund/store credit.
• Replacement items are subject to availability. If a replacement cannot be provided, a full or partial refund will be issued instead.

9. Cancellation Policy

We understand that plans can change. Please review our cancellation policy below:

9.1 Standard Orders (Online or In-App)

Orders may be cancelled for a full refund only if the cancellation request is made before the order has been prepared. Once food preparation has begun, cancellations are generally not accepted, and refunds will not be issued except under extenuating circumstances.

To cancel an order, please contact us immediately at [email protected] or call the restaurant directly. Orders placed through third-party platforms must be cancelled through those platforms, subject to their respective cancellation policies.

9.2 Catering and Bulk Orders

For catering orders or bulk orders, the following cancellation policy applies:

9.3 Cancellation by Starbird Chicken

In the event that Starbird Chicken must cancel your order due to unforeseen circumstances (e.g., ingredient unavailability, equipment failure, adverse weather, or force majeure events), you will receive a full refund of all amounts paid, including any applicable fees. We will notify you as soon as possible in the event of such a cancellation.

10. Dispute Resolution Process

We hope to resolve all refund concerns amicably and efficiently through our standard customer support process. However, if you believe your refund request has not been handled fairly, you may escalate your concern using the following process:

Step 1: Internal Escalation

If you are not satisfied with the initial response from our customer support team, you may request that your case be escalated to a senior manager. Please send a written request to [email protected] with the subject line "Refund Escalation Request" and include all relevant order details and prior correspondence.

Step 2: Informal Resolution

A senior representative will contact you within 3–5 business days to discuss your concern and work toward a mutually agreeable resolution. We are committed to resolving disputes informally whenever possible.

Step 3: Consumer Protection Resources

If an internal resolution cannot be reached, you have the right to seek assistance from applicable consumer protection authorities, including:

• Federal Trade Commission (FTC): www.ftc.gov — For consumer protection complaints at the federal level under the FTC Act.
• Your State Attorney General's Office: Each U.S. state has a consumer protection office that can assist with unresolved disputes. Contact your state's Attorney General for more information.
• Better Business Bureau (BBB): www.bbb.org — For mediation and dispute resolution services.

Step 4: Chargeback and Payment Disputes

You also have the right to dispute a charge with your credit card company or bank if you believe an unauthorized or incorrect charge was made to your account. We encourage you to contact us first before initiating a chargeback, as we are often able to resolve issues more quickly through direct communication. Please note that filing a chargeback without first attempting resolution through our support team may affect your ability to place future orders with Starbird Chicken.

Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States of America and the applicable laws of the state in which your transaction occurred. Any disputes not resolved through the process above shall be subject to binding arbitration or resolved in a court of competent jurisdiction in accordance with applicable law.

11. Fraudulent Claims

Starbird Chicken takes the integrity of our refund process seriously. Any customer found to be submitting fraudulent, misleading, or repeated bad-faith refund requests may have their account suspended, their future orders restricted, and may be subject to legal action where appropriate. We reserve the right to deny refund requests that we have reasonable grounds to believe are fraudulent or abusive.

12. Changes to This Refund Policy

Starbird Chicken reserves the right to modify or update this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at starbirdfood.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 to this policy constitutes your acceptance of the updated terms.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy or would like to submit a refund request, please contact our customer support team using the information below: