Refund Policy

Effective Date: May 28, 2026 | Last Updated: May 28, 2026

At Starbird Chicken, we are committed to delivering exceptional food quality and a satisfying customer experience every time you order. We understand that sometimes things may not go as expected, and we want to ensure you are treated fairly and respectfully when issues arise. This Refund Policy outlines your rights and our procedures regarding refunds, exchanges, cancellations, and dispute resolution.

1. Our Commitment to Quality

We take great pride in the freshness, preparation, and presentation of every item we serve. Every order placed through our website or in-store is prepared with care and according to our quality standards. If your experience does not meet expectations due to an error on our part, we are here to make it right.

This policy has been drafted in accordance with applicable United States consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act, as well as state-specific consumer protection regulations.

2. Eligibility Conditions for Refunds

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

• ✅ You received the wrong item(s) that you did not order.
• ✅ Your food was missing from the order at the time of delivery or pickup.
• ✅ The food received was spoiled, undercooked, or not prepared according to food safety standards.
• ✅ You experienced a significant quality issue that was clearly attributable to our preparation or packaging.
• ✅ A duplicate charge was applied to your payment method for a single order.
• ✅ A technical error on our website or ordering platform resulted in an incorrect charge.
• ✅ Your online order was confirmed but never prepared or fulfilled by us.

To be eligible, customers must provide reasonable documentation of the issue, such as a photograph of the incorrect or unsatisfactory item, order confirmation number, and a description of the problem.

3. Non-Refundable Items and Situations

While we strive to accommodate all reasonable refund requests, the following situations are generally not eligible for a refund:

4. Timeframes for Refund Requests

All refund requests must be submitted within the following timeframes to be considered valid:

• In-Store Purchases: Refund or replacement requests must be made at the point of purchase before leaving the restaurant, or within 2 hours of the transaction with proof of purchase.
• Online Orders (Delivery or Pickup): Requests must be submitted within 24 hours of the confirmed delivery or pickup time.
• Duplicate Billing or Overcharge Disputes: These must be reported within 7 business days of the charge appearing on your statement.
• Technical Errors or System Failures: Reports must be submitted within 48 hours of the transaction.

Requests submitted outside these windows may be reviewed on a case-by-case basis at the sole discretion of Starbird Chicken management, but we cannot guarantee a resolution outside these timeframes.

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

Follow these steps to submit a refund request:

6. Refund Processing Times by Payment Method

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

7. Partial Refunds

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

• Only a portion of the order was incorrect or unsatisfactory (e.g., one item out of several).
• The food item was received but was partially consumed before the issue was identified.
• The customer's complaint is substantiated for part of the order but not the entirety.
• A discount, promotional code, or coupon was applied to the original order.
• Delivery fees, taxes, or service charges may be excluded from the refund amount where applicable.

The amount of any partial refund will be determined by Starbird Chicken at its reasonable discretion, taking into account the nature and extent of the issue reported.

8. Exchange Policy

We gladly offer exchanges for orders that do not meet our quality standards or were prepared incorrectly. Our exchange policy works as follows:

• In-Store: If you receive an incorrect or unsatisfactory item at one of our locations, please notify a team member immediately. We will prepare and provide the correct item at no additional cost.
• Online Orders (Pickup): If you discover an issue upon arrival or within a reasonable time after pickup, return to the location with your receipt and we will replace the item.
• Delivery Orders: Exchanges on delivery orders are handled as refunds (full or partial) or store credits, as returning food items via delivery is not logistically feasible in most cases.

Exchanges are subject to availability and must be requested within the applicable timeframe outlined in Section 4 of this policy.

9. Cancellation Policy

We understand that plans change. However, because our food is prepared fresh immediately upon order placement, our cancellation window is limited:

• Online Pre-Orders: If you place an order in advance and need to cancel, you must do so at least 30 minutes before the scheduled preparation or pickup time to be eligible for a full refund.
• Standard Online Orders: Cancellations requested within 5 minutes of order placement may be honored if food preparation has not yet begun. Contact us immediately at [email protected] if you need to cancel.
• In-Store Orders: Once an in-store order has been placed with our staff, it cannot be canceled as preparation begins immediately.
• Catering or Large Group Orders: Cancellations must be made at least 48 hours in advance for a full refund. Cancellations made within 24 hours may be subject to a cancellation fee of up to 50% of the total order value.

10. Orders Placed Through Third-Party Delivery Platforms

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

• Refunds for orders placed through these platforms must be requested directly through the respective platform's customer support.
• Starbird Chicken has limited ability to issue refunds for third-party platform orders, as payment processing is handled by those platforms.
• We will cooperate fully with any investigation initiated by a third-party platform regarding the quality or accuracy of an order originating from our kitchen.
• Delivery delays or issues caused by the delivery driver or the platform's logistics are outside our control and must be addressed with the delivery platform.

11. Dispute Resolution Process

If you are not satisfied with the resolution provided by our customer support team, you may escalate your concern through the following process:

Step 1: Internal Escalation

Request that your case be reviewed by a senior member of our customer experience team. You can do this by replying to your original support email or by contacting us at [email protected] with the subject line: "Refund Escalation – [Your Order Number]".

Step 2: Written Complaint

If the escalation does not resolve your concern, you may submit a formal written complaint to our management team via email at [email protected]. We commit to providing a written response within 5 business days.

Step 3: External Resolution

If you remain unsatisfied after exhausting our internal resolution process, you may have the right to seek assistance from:

• Your state's Attorney General's Consumer Protection Division
• The Federal Trade Commission (FTC) at www.ftc.gov
• The Better Business Bureau (BBB) for mediation services
• Your credit card issuer or bank for a chargeback if a billing dispute applies

12. Chargebacks and Credit Card Disputes

We strongly encourage customers to contact us before initiating a chargeback with their financial institution. Filing a chargeback without first attempting resolution with us can delay the process and may result in the suspension of your account from future online ordering.

If a chargeback is filed, we reserve the right to provide all transaction records, communications, and documentation to the financial institution as part of the dispute resolution process, in compliance with applicable laws and regulations.

13. Food Safety Concerns

If you believe you have experienced a food safety issue related to our products — such as finding a foreign object, experiencing symptoms of foodborne illness, or receiving food at an unsafe temperature — please:

1. Stop consuming the product immediately.
2. Seek medical attention if you are experiencing health symptoms.
3. Preserve the product and packaging for documentation purposes if possible.
4. Contact us immediately at [email protected] with full details.
5. Report the incident to your local health department if necessary.

Food safety complaints are treated with the highest priority and are reviewed by our management team on an urgent basis.

14. Amendments to This Policy

Starbird Chicken reserves the right to modify or update this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website at cafe-starbird.click. The "Last Updated" date at the top of this page will reflect any revisions. We encourage customers to review this policy periodically to stay informed of any changes.

Your continued use of our services after any policy changes constitutes your acceptance of the updated terms.

15. Contact Information for Refund Requests

For all refund inquiries, please reach out to us using the contact details below. Our customer support team is available to assist you:

When contacting us, please include the following information to help us assist you promptly:

• Your full name
• Order number or confirmation code
• Date and time of the order
• Description of the issue
• Photos or supporting evidence (if applicable)
• Your preferred resolution (refund, replacement, or store credit)

This Refund Policy was last updated on May 28, 2026. It applies to all transactions conducted through cafe-starbird.click and at Starbird Chicken locations. This policy complies with applicable United States federal and state consumer protection laws, including guidelines issued by the Federal Trade Commission (FTC). For questions or clarifications, please contact us at [email protected].