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.rest), our mobile ordering platform, in-store transactions, and any third-party delivery service orders placed directly through Starbird Chicken. By placing an order with us, you agree to the terms outlined in this policy.

We comply with all applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and applicable state consumer protection regulations. Our goal is to handle all refund requests fairly, promptly, and transparently.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received items that were different from what you ordered (e.g., wrong sandwich, wrong side dish, missing items).
• Food Quality Issues: The food you received was undercooked, overcooked, spoiled, or otherwise did not meet reasonable quality standards.
• Allergen Concerns: You received food containing an allergen that was not disclosed or was specifically requested to be excluded, and this was due to an error on our part.
• Missing Items: Part of your order was missing upon delivery or pickup, and you were charged for those items.
• Order Not Delivered: Your order was confirmed and charged but never delivered or made available for pickup.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Significant Delay: Your order was delayed by an unreasonable amount of time beyond the estimated preparation or delivery window, resulting in food that was no longer suitable for consumption.

To be eligible for a refund, you must report the issue within the required timeframe outlined in Section 3 below and provide sufficient documentation where applicable.

3. Timeframes for Refund Requests

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

Requests submitted after these deadlines may not be honored at our discretion. However, we will review all requests on a case-by-case basis and may make exceptions in extraordinary circumstances.

4. Non-Refundable Items and Services

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

• Change of Mind: Refunds will not be issued simply because you changed your mind about your order after it has been prepared.
• Consumed Food: Food that has been substantially consumed before a complaint is made (unless a quality issue is identified).
• Custom or Special Orders: Orders that were customized to your specific instructions, including special dietary modifications, may not be eligible for a refund unless we made an error in fulfilling those customizations.
• Delivery Fees: Third-party delivery fees charged by delivery partners (e.g., DoorDash, Uber Eats, Grubhub) are non-refundable through Starbird Chicken. You must contact the respective delivery platform for delivery fee disputes.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion may have restricted refund eligibility as specified in the promotion's terms and conditions.
• Gift Cards and Store Credits: Once purchased, gift cards are non-refundable and cannot be exchanged for cash unless required by applicable state law.
• Catering Deposits: Non-refundable deposits for catering orders as outlined in our catering agreement.

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, the time it takes to receive your refund depends on your original payment method:

Please note that while we process refunds on our end promptly, the time it takes for the refund to appear in your account is also dependent on your bank or financial institution. We are not responsible for additional delays caused by third-party financial institutions.

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 some items in your order were incorrect, missing, or unsatisfactory — a partial refund will be issued for those specific items only.
• The food quality issue affected only a portion of the meal (e.g., one side item was unsatisfactory but the main entrée was acceptable).
• A coupon or discount was applied to your original order; the refund will be calculated based on the actual amount paid after the discount was applied.
• Delivery fees paid directly to Starbird Chicken may be refunded partially or in full at our discretion depending on the nature of the issue.
• You consumed a significant portion of the meal before identifying an issue; a partial refund may be offered at our discretion.

In all cases of partial refunds, our customer service team will clearly communicate the amount being refunded and the reason for the partial rather than full refund.

8. Exchange Policy

In lieu of a monetary refund, we may offer to replace or exchange your order under the following conditions:

• Order Replacement: If you received an incorrect item, we will offer to prepare and provide the correct item. This option is available for in-store and pickup orders where you are still present or able to return to the location promptly.
• Store Credit: As an alternative to a monetary refund, we may offer store credit of equal or greater value that can be applied to a future order at Starbird Chicken.
• Complimentary Items: In some circumstances, particularly for minor issues, we may offer complimentary items on your next visit as a goodwill gesture.

Exchanges are subject to availability and the discretion of our management team. You are not required to accept an exchange in lieu of a refund if you qualify for one under this policy.

9. Cancellation Policy

We begin preparing your food promptly after your order is confirmed. For this reason, our cancellation window is very short:

• Online/App Orders: If you need to cancel, contact us immediately via email at [email protected] or call us directly. If the order has not yet entered preparation, a full refund will be issued.
• In-Store Orders: Once you have placed and paid for your order at the counter, cancellations are not typically accepted as preparation begins immediately. Please speak to a manager if you have an urgent issue.
• Catering Orders: Catering orders require at least 48 hours notice for cancellation to receive a full refund (minus any non-refundable deposit). Cancellations made less than 48 hours before the scheduled catering date may only receive a partial refund or store credit.
• Third-Party Delivery Orders: If you placed your order through a third-party delivery platform, you must cancel through that platform directly. Starbird Chicken cannot process cancellations for orders placed via third-party apps.

10. Dispute Resolution Process

We hope to resolve all refund requests amicably and efficiently. If you are not satisfied with our initial response to your refund request, the following escalation process is available to you:

1. Level 1 — Customer Service Review: Contact our customer service team as described in Section 5. The majority of issues are resolved at this stage.
2. Level 2 — Manager Escalation: If you are not satisfied with the initial response, request that your case be escalated to a senior manager. Our team will escalate your request within 2 business days.
3. Level 3 — Formal Written Complaint: Submit a formal written complaint via email to [email protected] with the subject line "Formal Refund Dispute." We will respond in writing within 5 business days.
4. Level 4 — External Remedies: If the dispute remains unresolved, you have the right to seek assistance from the following bodies:
   • The Federal Trade Commission (FTC) at ftc.gov
   • Your state's Attorney General Consumer Protection Office
   • The Better Business Bureau (BBB)
   • Your credit card issuer for a potential chargeback, in accordance with your card agreement

We are committed to good-faith resolution of all disputes and will cooperate with any official inquiry or mediation process.

11. Contact Information for Refund Requests

To submit a refund request or ask questions about this policy, please contact us using the following information:

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 chickenstarbird.rest with the updated effective date. We encourage you to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the revised policy.