Refund Policy

Effective Date: May 14, 2026  |  Last Updated: May 14, 2026

1. Overview

This Refund Policy applies to all purchases made through our website chickenstarbird.click, our mobile ordering platform, in-store purchases, and any third-party delivery services associated with Starbird Chicken. By placing an order with us, you agree to the terms outlined in this policy.

As a food service business operating in the United States, our refund practices comply with applicable federal consumer protection laws enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as relevant state consumer protection statutes. We are committed to being transparent and fair in all refund-related matters.

2. Eligibility for Refunds

We want every customer to be satisfied with their Starbird Chicken experience. You may be eligible for a full or partial refund under the following circumstances:

2.1 Qualifying Reasons for a Refund

• Incorrect Order: You received items that were different from what you ordered (wrong items, missing items, or incorrect customizations).
• Food Quality Issues: The food delivered or prepared was of unacceptable quality, including items that were undercooked, overcooked, spoiled, or otherwise inedible.
• Foreign Objects: You discovered a foreign object in your food that was not part of the intended ingredients.
• Allergic Reactions Due to Mislabeling: You experienced an allergic reaction due to an ingredient that was not disclosed or was incorrectly labeled on our menu.
• Order Not Delivered: Your delivery order was never received, and the delivery was confirmed incomplete by our records or the delivery partner.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error on our platform.
• Significant Delay: Your order experienced an unreasonable and significant delay that was communicated to us and was caused by our operations or our delivery partner.

2.2 General Eligibility Conditions

To be eligible for a refund, the following general conditions must be met:

• The refund request must be submitted within the applicable timeframe as outlined in Section 3 of this policy.
• You must provide verifiable proof of purchase, including your order confirmation number, receipt, or transaction ID.
• The issue must be reported in good faith with an accurate and honest description of the problem.
• For quality-related claims, photographic or video evidence may be requested to support your claim.

3. Timeframes for Refund Requests

Timeliness is important when it comes to food-related issues. Please submit your refund request within the following windows:

Requests submitted outside these timeframes may not be honored unless exceptional circumstances apply. We encourage you to contact us as soon as possible after identifying an issue.

4. Non-Refundable Items and Situations

The following items and situations are generally not eligible for a refund:

• Change of Mind: Refunds will not be issued simply because you changed your mind about your order after it has been prepared or delivered.
• Consumed Food: If the majority of a food item has been consumed, a refund will not typically be granted unless a quality issue is reported before or immediately upon consumption.
• Customization Errors by the Customer: If the order was prepared correctly according to the specifications you submitted, but you are dissatisfied because you made an error in your customization, a full refund will not be issued.
• Requests Submitted Outside the Eligible Window: Refund requests made beyond the timeframes listed in Section 3 will generally not be accepted.
• Third-Party Delivery Fees: Delivery fees charged by third-party services (such as DoorDash, Uber Eats, or Grubhub) are subject to those platforms' own refund policies and are not refundable by Starbird Chicken directly.
• Promotional or Complimentary Items: Items received free of charge through promotions, vouchers, or loyalty rewards are not eligible for a cash refund.
• Gift Cards: Purchased gift card balances are non-refundable and non-redeemable for cash, except where required by applicable law.

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

Follow these steps to submit a refund request with Starbird Chicken:

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time required to process the refund depends on your original payment method:

Please note that processing times are estimates. Your financial institution may have its own processing periods that are outside of our control. If you have not received your refund after the stated timeframe, please contact your bank or card issuer, and then contact us if the issue persists.

7. Partial Refunds

In certain circumstances, we may issue a partial refund rather than a full refund. Partial refunds may apply when:

• Only specific items in a multi-item order were affected by a quality issue or were missing.
• A portion of the food was consumed before the quality issue was discovered.
• The issue was partially caused by customer error (e.g., incorrect customization request combined with a preparation error on our part).
• A promotional discount was applied to the order and only the affected non-discounted portion is eligible for a refund.
• The inconvenience was minor and did not significantly affect the overall order experience.

The amount of any partial refund will be determined on a case-by-case basis at the sole discretion of Starbird Chicken's customer support team, acting in good faith and in accordance with applicable laws.

8. Exchange Policy

In many cases, rather than a monetary refund, we may offer an exchange or replacement as a preferred resolution. Our exchange policy includes:

• Replacement Items: If your order contained incorrect or missing items, we will offer to replace those items at no additional charge, either at your next visit or through a re-delivery if logistically feasible.
• Store Credit: We may offer store credit of equivalent value to your affected items, redeemable on a future order at chickenstarbird.click or at any participating Starbird Chicken location.
• Menu Substitution: If a specific menu item is unavailable, we will offer a comparable substitute of equal or greater value.

Exchanges are subject to menu availability and must be requested within the same timeframes specified in Section 3. We cannot guarantee that all items will be available for exchange at all times.

9. Cancellation Policy

If you need to cancel an order, please note the following:

9.1 Online and App Orders

• Orders may be cancelled within 5 minutes of being placed, provided the order has not yet been accepted and preparation has not begun.
• Once the order has been accepted and entered into preparation, cancellation is generally not possible, and a refund may not be issued.
• To cancel an order, log into your account on chickenstarbird.click and navigate to your active orders, or contact us immediately at [email protected].

9.2 In-Store Orders

• In-store orders may be cancelled before preparation begins. Please notify a team member immediately if you wish to cancel your order after placing it at the counter.
• Once food preparation has commenced, cancellations are not guaranteed, and a refund at the manager's discretion may be offered as store credit.

9.3 Catering and Large Group Orders

• Cancellations for catering or large group orders must be made at least 24 hours in advance to qualify for a full refund.
• Cancellations made less than 24 hours before the scheduled fulfillment time may be subject to a cancellation fee of up to 50% of the total order value.
• No refunds will be issued for same-day cancellations of catering orders unless the cancellation is due to a fault on our part.

10. Dispute Resolution

We always aim to resolve refund-related concerns amicably and directly. If you are not satisfied with our initial resolution, you have the following options:

10.1 Internal Escalation

You may request that your complaint be escalated to a senior customer service representative or a store manager. Please reference your original complaint number or email thread when escalating. We will review escalated complaints and respond within 5 business days.

10.2 State Consumer Protection Resources

Customers in the United States have the right to file a complaint with their state's Attorney General office or consumer protection agency if they believe their consumer rights have been violated. You may also file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov. California residents may have additional rights under the California Consumer Protection Act (CCPA/CPRA) and may contact the California Attorney General's office at oag.ca.gov.

10.3 Payment Dispute / Chargeback

If you are unable to resolve a billing dispute directly with us, you have the right to contact your bank or credit card issuer to initiate a chargeback under applicable payment network rules. We encourage you to attempt direct resolution with us before initiating a chargeback, as chargebacks can slow down the resolution process for both parties.

10.4 Informal Resolution Encouraged

Before pursuing any formal or legal remedies, we strongly encourage customers to contact us directly. Most issues can be resolved quickly and to your satisfaction by simply reaching out to our customer service team.

11. Fraud Prevention

Starbird Chicken reserves the right to deny refund requests that appear to be fraudulent, abusive, or made in bad faith. We monitor refund activity and may flag accounts or customers with a pattern of excessive or unsubstantiated refund claims. Fraudulent refund activity may result in the suspension or termination of your account and may be reported to relevant authorities where required by law.

12. Changes to This Refund Policy

We reserve the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at chickenstarbird.click. We encourage you to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the updated policy. The effective date at the top of this document will always reflect the most recent revision date.

13. Contact Us for Refund Requests

If you have questions about this Refund Policy or wish to submit a refund request, please reach out to us using the contact information below. Our customer service team is available to assist you and will respond as promptly as possible.

This Refund Policy was last updated on May 14, 2026. All rights reserved — Starbird Chicken © 2026.