Refund Policy

Effective Date: May 13, 2026  |  Last Updated: May 13, 2026

1. Introduction

Welcome to Starbird Chicken. We are committed to delivering high-quality food products and an exceptional customer experience. We understand that issues can occasionally arise with food orders, and we have established this comprehensive Refund Policy to ensure that any concerns are addressed fairly, promptly, and transparently.

This Refund Policy applies to all purchases made directly through our website (chicken-starbird.top), over the phone, or at any Starbird Chicken location. By placing an order with us, you acknowledge that you have read, understood, and agree to the terms outlined in this policy.

This policy is governed by applicable United States federal and state consumer protection laws, including but not limited to the Federal Trade Commission Act (FTC Act) and relevant state-level consumer protection statutes. Our practices are designed to comply with all applicable regulations governing food service businesses in the United States.

2. Eligibility Conditions for Refunds

Not every order will automatically qualify for a refund. To be eligible for a refund from Starbird Chicken, one or more of the following conditions must be met:

• Incorrect Order: You received an item or items that differ from what you ordered. This includes wrong proteins, incorrect sauces, missing sides, or allergen-related substitutions made without your consent.
• Missing Items: One or more items included in your order confirmation were not delivered or provided at pickup.
• Food Quality Issues: The food delivered or provided was undercooked, spoiled, contaminated, or otherwise unfit for consumption at the time of receipt.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical or processing error.
• Unauthorized Transactions: A charge was made to your account without your authorization. In such cases, we recommend also contacting your bank or card issuer immediately.
• Order Not Fulfilled: Your order was confirmed and paid for but was never prepared, delivered, or made available for pickup within the stated timeframe.
• Significant Delay: Your order arrived or was made available for pickup significantly later than the estimated time communicated at the point of order, resulting in food that was no longer suitable for consumption.

Refund eligibility will be assessed on a case-by-case basis. Starbird Chicken reserves the right to request photographic evidence, order details, or other documentation to substantiate a refund claim before processing any reimbursement.

3. Timeframes for Refund Requests

To ensure that refund requests can be properly investigated and resolved, all claims must be submitted within the following timeframes:

Requests submitted outside of these windows may not be eligible for a refund. However, we encourage you to contact us regardless, as exceptions may be made at our sole discretion for extenuating circumstances.

4. Non-Refundable Items and Services

While we strive to accommodate all reasonable refund requests, certain items and circumstances 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 items are prepared fresh upon order confirmation.
• Consumed Orders: If a significant portion of a food item has been consumed before a complaint is raised, a refund may be denied or reduced.
• Customization Errors by the Customer: If you made a mistake during the ordering process (e.g., selected the wrong size, sauce, or quantity), refunds will not be issued. However, we will do our best to accommodate corrections if reported before the order is prepared.
• Promotional and Discounted Items: Items purchased using promotional codes, special discount offers, or as part of a limited-time deal may not be eligible for a full refund unless the issue falls under an eligible refund condition listed above.
• Delivery Fees and Service Charges: Third-party delivery fees and platform service charges (e.g., fees charged by third-party delivery apps) are not within our control and are non-refundable by Starbird Chicken directly. Please contact the respective delivery platform for such charges.
• Gift Cards and Promotional Credits: Purchases made using gift cards or promotional credits are non-refundable as cash but may be credited back to the original gift card or account balance where applicable.

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

If you believe you are eligible for a refund, please follow the steps below to submit your request:

1. Gather Your Information: Before reaching out, please have the following ready:
   • Your full name
   • Order number or confirmation code
   • Date and time of the order
   • Description of the issue
   • Photographic evidence (if applicable — especially for food quality issues)
   • Payment method used
2. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: chicken-starbird.top
3. Submit Your Claim: Provide a clear and detailed description of your issue along with all relevant supporting information. Attach any photos or screenshots that help substantiate your claim.
4. Await Acknowledgment: Our team will acknowledge receipt of your refund request within 1–2 business days.
5. Review and Decision: Our customer support team will investigate your claim and notify you of our decision within 3–5 business days of receiving your complete request.
6. Refund Issuance: If your refund is approved, it will be processed according to the payment method timelines outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to be returned to you will depend on your original payment method:

Please note that these timelines reflect our internal processing times. Additional delays may occur depending on your financial institution or payment provider, which are beyond our control. If you have not received your refund after the stated timeframe, please first check with your bank or card issuer before re-contacting us.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply under the following circumstances:

• Only one or a few items in a multi-item order were affected by an issue, while the rest of the order was satisfactory.
• A food quality issue was reported, but a portion of the meal had already been consumed before the complaint was made.
• The order was partially correct, with only certain elements being missing or incorrect.
• A discount, promotional credit, or coupon was applied to the original order, affecting the refundable amount.
• Delivery fees or service charges are excluded from the refund, as these are assessed separately.

The amount of any partial refund will be calculated based on the actual value of the affected item(s) or the proportional value of the issue identified. All partial refund decisions are made at the sole discretion of Starbird Chicken's customer support team.

8. Exchange Policy

Due to the perishable nature of food products, Starbird Chicken does not operate a traditional exchange program. However, we are committed to making things right when an error occurs on our part.

If you received an incorrect item or a food quality issue is identified at the time of pickup or delivery, and you notify us immediately (while still at the restaurant location or within a reasonable time during delivery), we will make every effort to:

• Prepare a replacement item at no additional charge.
• Correct the order in full at the same visit or delivery.

Exchanges are subject to availability of ingredients and the discretion of the store manager or team member on duty. If an exchange is not possible, a refund or store credit will be offered instead.

Please note that exchanges are not available for orders placed through third-party delivery platforms. In such cases, please contact the delivery platform directly or reach out to us at [email protected] for assistance.

9. Cancellation Policy

Because Starbird Chicken prepares food fresh upon order confirmation, cancellations are time-sensitive. Please review the following cancellation terms:

9.1 Online and Phone Orders

• Before Preparation Begins: If you contact us within 5 minutes of placing your order and the preparation has not yet commenced, we will cancel the order and issue a full refund.
• After Preparation Has Begun: Once food preparation has started, cancellations are generally not accepted. In exceptional cases, store credits may be offered at our discretion.

9.2 Catering and Group Orders

• Catering orders or large group orders must be cancelled at least 24 hours in advance for a full refund.
• Cancellations made between 12 and 24 hours prior to the scheduled fulfillment time may be eligible for a 50% refund or full store credit.
• Cancellations made with less than 12 hours' notice will not be eligible for a refund, as ingredients and staffing will have already been allocated for the order.

9.3 How to Cancel

To cancel an order, please contact us immediately via:

• Email: [email protected]
• Website: chicken-starbird.top

Please include your order number, full name, and reason for cancellation in your message.

10. Dispute Resolution Process

We hope that all refund and order concerns can be resolved through our standard customer support process. However, if you are not satisfied with the outcome of your refund request, the following dispute resolution process is available to you:

10.1 Internal Escalation

If you believe your refund request was not handled appropriately, you may request that your case be escalated to a senior member of our customer support or management team. To do so, please reply to your original support correspondence and clearly state that you wish to escalate the matter. We will review your case and provide a final decision within 5 business days.

10.2 External Dispute Resolution

If an internal resolution cannot be reached, you have the right to pursue the following options:

• Credit Card Chargeback: If payment was made by credit or debit card, you may contact your card issuer to initiate a chargeback dispute in accordance with their policies and applicable card network rules.
• FTC Complaint: You may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov if you believe your consumer rights have been violated.
• State Consumer Protection Agency: Depending on your state of residence, you may also contact your state's consumer protection office for guidance and assistance.
• Small Claims Court: For unresolved disputes involving amounts within the jurisdictional limits, you may choose to file a claim in a small claims court in the jurisdiction where the transaction occurred.

10.3 Governing Law

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States and the applicable laws of the state in which the transaction took place, without regard to conflict of law principles.

11. Amendments to This Policy

Starbird Chicken reserves the right to modify, update, or revise this Refund Policy at any time without prior notice. Any changes will be posted on our website at chicken-starbird.top with a revised effective date. Your continued use of our services following the posting of changes constitutes your acceptance of those changes.

We encourage you to review this policy periodically to stay informed of your rights and our procedures.

12. Contact Information for Refund Requests

For all refund-related inquiries, cancellation requests, or general questions about this policy, please contact our customer support team using the details below:

This Refund Policy was last updated on May 13, 2026. All rights reserved by Starbird Chicken.