Refund Policy

At Starbird Chicken, we are committed to delivering high-quality food and an exceptional customer experience. We understand that situations may arise where a refund or order adjustment is necessary. This Refund Policy outlines the terms under which refunds, exchanges, and cancellations are handled for orders placed through our website at chicken-starbird.rest or through any authorized ordering channel.

Please read this policy carefully before placing your order. By completing a purchase with Starbird Chicken, you acknowledge and agree to the terms described herein.

1. Our Commitment to Customer Satisfaction

Starbird Chicken takes pride in the quality, freshness, and accuracy of every order we prepare. If your experience does not meet our standards — whether due to an incorrect order, a quality concern, or a service issue — we encourage you to reach out to us promptly. Our team is dedicated to resolving any issue fairly and efficiently.

This policy applies to all food and beverage purchases made through our digital ordering platform, in-store at participating locations, or via third-party delivery partners where applicable. Please note that orders placed through third-party platforms (such as DoorDash, Uber Eats, or Grubhub) may be subject to those platforms' individual refund and cancellation policies in addition to ours.

2. Eligibility Conditions for Refunds

Refunds may be issued under the following circumstances:

• Incorrect Order: You received items that differ from what you ordered (e.g., wrong sandwich, missing sides, incorrect modifications).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food received was undercooked, spoiled, contaminated, or otherwise unacceptable in quality.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a system error.
• Order Not Received: Your delivery order was never delivered, and the issue is confirmed by our team or the delivery partner.
• Allergic Reaction Risk: An allergen was present in your food that was explicitly excluded in your order instructions, and the error was made on our part.

To be eligible for a refund, the issue must be reported within the required timeframe outlined in Section 3 of this policy. Refund eligibility is assessed on a case-by-case basis, and Starbird Chicken reserves the right to request supporting documentation such as photographs of the item(s) in question.

3. Timeframes for Refund Requests

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

Requests submitted after these deadlines may not be eligible for a refund. We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as possible if any issues are identified.

4. Non-Refundable Items and Situations

The following circumstances are generally not eligible for refunds:

• Orders that have been fully consumed or largely consumed before a complaint is submitted.
• Dissatisfaction based on personal taste preferences (e.g., flavor not to your liking when the item was prepared correctly).
• Orders that were customized at your specific request and prepared accurately according to those instructions.
• Refund requests submitted beyond the applicable deadlines listed in Section 3.
• Promotional or complimentary items provided at no charge.
• Gift cards, loyalty rewards points, or promotional credits.
• Delivery fees charged by third-party delivery platforms (these are non-refundable by Starbird Chicken and must be addressed with the relevant platform).
• Orders where the customer provided an incorrect delivery address, resulting in a failed delivery.

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

Submitting a refund request is simple. Please follow these steps to ensure your request is processed as quickly as possible:

1. Step 1 — Gather Your Order Information: Before contacting us, have the following details ready:
   • Your full name and contact information
   • Order number or confirmation number
   • Date and time of the order
   • The specific issue you experienced
   • Photographs of the affected items (if applicable)
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: chicken-starbird.rest
3. Step 3 — Describe the Issue Clearly: In your message, provide a clear description of the problem, including what was wrong with the order and how it differed from what you expected. The more detail you provide, the faster we can process your request.
4. Step 4 — Submit Supporting Evidence: If applicable, attach photographs or screenshots that support your claim. This is particularly helpful for food quality issues or incorrect orders.
5. Step 5 — Receive Confirmation: Once your request is received, you will receive an acknowledgment from our team within 1–2 business days. We will review your claim and follow up with a resolution.
6. Step 6 — Resolution: After reviewing your request, we will inform you of our decision via email. If a refund is approved, it will be processed according to the timelines outlined in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved by our team, processing times will vary depending on the payment method used for the original transaction:

Please note that while we process refunds promptly on our end, your financial institution may take additional time to reflect the credit in your account. Starbird Chicken is not responsible for any delays caused by banks or payment processors. If you do not see your refund within the stated timeframe, we recommend contacting your bank or card issuer first.

7. Partial Refunds

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

• Only specific items in your order were incorrect or missing, while the remaining items were accurate and acceptable.
• A portion of your order was consumed before the issue was identified, making a full refund unreasonable.
• The issue reported was minor (e.g., a sauce was missing, but the primary item was correct and received in good condition).
• The order was partially fulfilled due to an ingredient shortage or preparation error, and a substitute was offered but declined.

In all partial refund situations, we will communicate the specific amount being refunded and the rationale behind our determination. If you disagree with our assessment, you may escalate the matter as outlined in Section 10 of this policy.

8. Exchange Policy

Because our products are freshly prepared food items, traditional product exchanges are not always possible. However, we do offer the following remedies in applicable situations:

• In-Store Exchanges: If you are dining in or picking up your order and discover an issue immediately upon receiving it, our team can prepare a replacement item at no additional charge, subject to availability. Please bring the original item to the counter for assessment.
• Delivery or Future Order Credits: If an in-person exchange is not possible, we may offer a store credit or discount code applicable to a future order as an alternative to a monetary refund.
• Replacement Orders: In cases where an order was entirely incorrect or unsatisfactory, and the issue is reported within the required timeframe, we may arrange a complimentary replacement order at our discretion.

Exchange requests are subject to the same eligibility conditions and timeframes as standard refund requests (see Sections 2 and 3). Exchanges are not available for items that have been consumed or for changes in personal preference.

9. Cancellation Policy

We begin preparing your order as soon as it is confirmed, which means our window for cancellations is very limited. The following terms apply to cancellations:

9.1 Online and App Orders

• Cancellations within 2 minutes of placing the order: You may be eligible for a full refund if the order has not yet entered the preparation phase. Please contact us immediately via email at [email protected].
• Cancellations after the 2-minute window: Once order preparation has begun, cancellations are generally not accepted, and no refund will be issued for the prepared items.

9.2 Scheduled or Pre-Orders

If you have placed a scheduled or pre-order for a future time, you may cancel the order up to 30 minutes before the scheduled preparation time for a full refund. Cancellations made less than 30 minutes before the scheduled time may not be eligible for a refund, as preparation may already be underway.

9.3 Catering or Large Group Orders

For catering orders or large group orders (typically 10 or more people), the following cancellation terms apply:

• More than 48 hours before the scheduled order time: Full refund issued.
• 24–48 hours before the scheduled order time: 50% refund issued.
• Less than 24 hours before the scheduled order time: No refund issued, as ingredients and preparation resources will have already been allocated.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow the steps below to resolve the matter:

1. Internal Escalation: Reply to the refund decision email and request that your case be escalated to a senior customer service representative or manager. We aim to respond to escalated requests within 3–5 business days.
2. Written Complaint: Submit a formal written complaint via email to [email protected] with the subject line "Formal Refund Dispute." Include all relevant documentation, order information, and your reason for disputing the decision.
3. Chargeback Through Your Financial Institution: If you believe a charge was unauthorized or our refund decision was unjust, you have the right to initiate a chargeback with your bank or credit card issuer. We recommend attempting to resolve the matter with us before initiating a chargeback.
4. Consumer Protection Resources: United States customers may also file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or contact their state's consumer protection office if they believe consumer protection laws have been violated. California residents may additionally have rights under the California Consumer Privacy Act (CCPA/CPRA).

11. Special Circumstances and Exceptions

Starbird Chicken recognizes that extraordinary circumstances may arise that fall outside the standard scope of this policy. In situations involving documented health concerns, severe allergic reactions, or significant service failures, we may exercise discretion to provide a remedy beyond the standard terms outlined in this policy. Each case will be evaluated individually.

We also acknowledge that technical errors on our website or ordering platform may occasionally result in incorrect charges, duplicate transactions, or order failures. In such cases, we will work diligently to identify the issue, provide a full refund where applicable, and implement measures to prevent recurrence.

12. Policy Updates

Starbird Chicken reserves the right to modify or update this Refund Policy at any time. Any changes will be posted on our website at chicken-starbird.rest with an updated effective date. We encourage customers to review this policy periodically. Continued use of our services following any changes constitutes acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund requests, questions about this policy, or general customer service inquiries, please contact us using the information below:

Our customer support team is available during regular business hours. We strive to respond to all inquiries within 1–2 business days. For urgent matters related to food safety or health concerns, please contact us immediately.