Refund Policy

Effective Date: May 7, 2026  |  Last Updated: May 7, 2026

1. Overview

This Refund Policy applies to all food orders, catering services, and any related purchases made through our website at chicken-starbird.click, by phone, or in person at any Starbird Chicken location. By placing an order with us, you agree to the terms outlined in this policy.

We strive to resolve all customer concerns fairly and promptly in accordance with applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

2. Eligibility Conditions for Refunds

A refund or replacement may be issued under the following circumstances:

• You received an incorrect item that does not match your confirmed order.
• Your food arrived in an unsatisfactory condition (e.g., spoiled, damaged, or contaminated).
• A significant portion of your order was missing upon delivery or pickup.
• Your order was never delivered despite a confirmed delivery status.
• You experienced a documented quality issue, such as undercooked food or foreign objects in your meal.
• A duplicate charge or billing error occurred on your payment method.

To be eligible for a refund, you must:

1. Submit your refund request within the applicable timeframe (see Section 3).
2. Provide proof of purchase, such as your order confirmation number or receipt.
3. Provide a clear description of the issue, including photographic evidence where applicable.
4. Have purchased directly through Starbird Chicken's official channels (website, phone, or in-store).

3. Timeframes for Refund Requests

Timely reporting is essential due to the perishable nature of food products. Please review the following deadlines:

Requests submitted outside of these timeframes may not be honored. However, we may, at our sole discretion, consider late submissions if accompanied by compelling evidence.

4. Non-Refundable Items and Services

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

• Orders where personal taste preferences do not meet expectations (e.g., "too spicy," "too salty").
• Items that have been fully consumed prior to reporting a complaint.
• Promotional or complimentary items received at no charge.
• Orders placed through third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub). For such orders, refund requests must be directed to the respective third-party platform.
• Gift cards or promotional vouchers once redeemed.
• Catering deposits when cancellation occurs within 48 hours of the scheduled service.
• Custom or special-order meals prepared according to specific customer instructions, unless a preparation error occurred on our part.
• Delivery fees, service fees, or tips paid to drivers.

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

Follow these steps to submit a refund request efficiently:

6. Refund Processing Times by Payment Method

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

Please note that while we initiate the refund promptly upon approval, the time it takes to appear in your account depends on your bank or financial institution. We are not responsible for delays caused by third-party payment processors.

7. Partial Refunds

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

• Only a portion of your order was incorrect or unsatisfactory, while the remainder was received in good condition.
• A minor quality issue was reported but the food was still largely acceptable and partially consumed.
• A missing item represents only a small portion of the overall order value.
• You have accepted a partial replacement or store credit in lieu of a full monetary refund.

The amount of a partial refund will be determined based on the value of the affected items and the nature of the complaint. Our team will communicate the proposed partial refund amount to you before processing.

8. Exchange Policy

We understand that sometimes an order does not meet your expectations, and we are happy to offer an exchange under the right circumstances.

An exchange (replacement meal) may be offered instead of a monetary refund when:

• You received an incorrect item that can be corrected quickly.
• There was a preparation error that can be remedied by remaking the item.
• The original meal was not up to our quality standards upon inspection.

Exchanges are subject to menu availability. If the requested item is no longer available, we will offer an equivalent substitute or a monetary refund. Exchanges must be requested within 2 hours of receiving the original order. For in-store exchanges, please bring your receipt or order confirmation to the location.

9. Cancellation Policy

9.1 Standard Orders

For standard online or phone orders, cancellations may be made free of charge within 5 minutes of placing the order, as food preparation begins almost immediately. Once food preparation has begun, we are unable to guarantee a cancellation or full refund. Please contact us immediately at [email protected] if you need to cancel.

9.2 Catering and Group Orders

Catering and large group orders require advance planning and are subject to the following cancellation terms:

All catering cancellation requests must be submitted in writing to [email protected]. Verbal cancellations will not be accepted.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter. We encourage customers to first exhaust all internal resolution channels before pursuing external remedies.

10.1 Internal Escalation

If your initial refund request is denied or you feel the resolution was inadequate, you may request a formal review by contacting us at [email protected] with the subject line "Refund Dispute — Escalation Request." Please include your original case or ticket number, a summary of the issue, and why you believe the initial resolution was insufficient. A senior member of our customer service team will respond within 5 business days.

10.2 Chargeback Rights

If you paid by credit or debit card and believe a charge was unauthorized or incorrect, you have the right to initiate a chargeback through your bank or card issuer. We recommend contacting us first, as chargebacks can delay resolution. However, we fully respect your rights under applicable banking and consumer protection regulations.

10.3 Consumer Protection Agencies

If you are unable to resolve a dispute directly with us, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov — for issues related to deceptive or unfair business practices under the FTC Act.
• Your State Attorney General's Office — for consumer protection complaints specific to your state.
• Better Business Bureau (BBB): www.bbb.org — for mediation and business conduct concerns.
• If you are a California resident, you may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and California consumer protection laws.

10.4 Governing Law

This Refund Policy is governed by the laws of the United States. Any disputes arising from this policy that cannot be resolved informally shall be subject to binding arbitration or resolved in a court of competent jurisdiction, as agreed upon by both parties.

11. Store Credit Option

In some cases, rather than a monetary refund, we may offer store credit as a resolution. Store credit:

• Is applied to your account or issued as a digital voucher code.
• Is valid for 12 months from the date of issuance.
• Can be used for any future purchase on chicken-starbird.click or at participating locations.
• Is non-transferable and has no cash value.
• Cannot be combined with other promotional offers unless explicitly stated.

Accepting store credit is voluntary. If you prefer a monetary refund and are eligible, please indicate your preference when submitting your request.

12. Third-Party Delivery Platform Orders

Orders placed through third-party platforms such as DoorDash, Uber Eats, Grubhub, or similar services are subject to the refund and cancellation policies of those respective platforms. Starbird Chicken is not responsible for processing refunds for orders fulfilled through third-party services. Please contact the relevant platform directly for assistance with such orders.

13. Food Safety Concerns

If you experience a food safety issue, such as finding a foreign object in your food, suspected foodborne illness, or serious contamination, please:

1. Stop consuming the product immediately.
2. Preserve the item as evidence (if possible and safe to do so).
3. Contact us immediately at [email protected].
4. If you believe your health is at risk, seek medical attention and report the incident to your local health department.

Food safety reports are treated with the highest priority, and we will work swiftly to investigate and resolve all such concerns. A full refund and potential additional compensation may be offered in verified food safety cases.

14. Modifications to This Policy

Starbird Chicken reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at chicken-starbird.click with an updated effective date. Your continued use of our services following any changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically.

15. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact our customer support team:

Our customer support team is available to respond to refund inquiries during normal business hours, Monday through Friday. We aim to acknowledge all incoming requests within 1–2 business days and to reach a resolution within 5–7 business days of receiving all necessary information.