Refund Policy

Effective Date: July 5, 2026  |  Last Updated: July 5, 2026

1. Overview

Starbird Chicken is committed to delivering high-quality food and an exceptional dining experience. We understand that issues may occasionally arise with orders, and we have established this Refund Policy to ensure a fair and transparent process for all customers. This policy applies to all purchases made through our website cafestarbird.click, our mobile ordering platform, third-party delivery partners, and our physical locations.

By placing an order with Starbird Chicken, you agree to the terms outlined in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act.

2. Eligibility Conditions for Refunds

Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that does not match what you ordered (wrong item, wrong size, wrong quantity).
• 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, or otherwise unfit for consumption at the time of delivery or pickup.
• Allergic Reactions / Ingredient Errors: An item was prepared with an ingredient not consistent with your customization or allergy request that was clearly communicated at the time of ordering.
• Order Not Delivered: Your delivery order was confirmed but never arrived, and delivery has not been completed within a reasonable time window.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Order Cancellation Prior to Preparation: You cancelled your order before it entered the preparation stage (see Cancellation Policy below).

To be eligible for a refund, you must:

1. Submit your refund request within the applicable timeframe outlined in Section 3.
2. Provide valid proof of purchase (order confirmation number, receipt, or email confirmation).
3. Provide a clear description of the issue, along with photographic evidence where applicable.

3. Timeframes for Refund Requests

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

Requests submitted after these timeframes may not be honored. We strongly encourage customers to inspect their orders immediately upon receipt and contact us promptly if any issues are identified.

4. Non-Refundable Items and Situations

Certain items and circumstances are not eligible for a refund:

• Change of Mind: Refunds will not be issued simply because you changed your mind about your order after preparation has begun.
• Customization Errors by Customer: If you placed an order with incorrect customizations and the food was prepared exactly as specified in your order, no refund will be issued.
• Consumed or Partially Consumed Food: Refunds will generally not be issued for food that has been substantially consumed unless a quality issue is identified.
• Third-Party Delivery Delays: If your order was delivered late due to circumstances beyond our control (e.g., traffic, weather, third-party courier delays), a refund will not automatically be granted. Please contact the delivery partner directly in such cases.
• Promotional or Complimentary Items: Items received free of charge or as part of a promotional offer are not eligible for a cash refund.
• Gift Cards and Loyalty Points: Purchases of gift cards and earned loyalty points are non-refundable and non-transferable.
• Orders Reported Beyond the Stated Timeframes: As outlined in Section 3, requests made outside the eligible window will not be processed.

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

Follow these steps to submit a refund request:

1. Step 1 — Contact Us: Reach out to our customer support team via email at [email protected] or through the contact form available on cafestarbird.click. You may also visit us in person at our physical location during operating hours.
2. Step 2 — Provide Your Order Information: Share your order confirmation number, the date and time of the order, and the name associated with the order.
3. Step 3 — Describe the Issue: Clearly explain the nature of the problem. Include specific details such as which item was incorrect, missing, or unsatisfactory.
4. Step 4 — Submit Supporting Evidence: Where applicable, attach photographs of the incorrect or unsatisfactory food items. For missing items, provide a photograph of the items you did receive.
5. Step 5 — Await Review: Our team will review your request and respond within 2–3 business days. We may follow up with additional questions to better understand your situation.
6. Step 6 — Receive Resolution: Upon approval, your refund will be processed according to the payment method timelines outlined in Section 6. You will receive a confirmation email once your refund has been initiated.

6. Refund Processing Times by Payment Method

Once a refund is approved, processing times vary depending on the payment method used at checkout:

Please be aware that while we process refunds promptly upon approval, the actual time for the funds to appear in your account is dependent on your financial institution. Starbird Chicken is not responsible for delays caused by banks or payment processors beyond our control.

7. Partial Refunds

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

• Only specific items in a multi-item order were incorrect, missing, or unsatisfactory.
• The overall order was largely correct but a minor component or side item was missing or incorrect.
• A promotional discount or coupon was applied to the order, and the refund reflects only the amount actually paid for the affected item.
• The food issue pertained to a customization preference (such as sauce on the side) rather than a food safety or quality concern.
• The customer requests reimbursement for only a portion of the order.

The amount of any partial refund will be calculated based on the price of the specific item(s) in question, excluding delivery fees unless the delivery itself was the issue.

8. Exchange Policy

Starbird Chicken is happy to offer exchanges in the following circumstances:

• In-Store Orders: If you received an incorrect item and are still at the restaurant or within a short time of leaving, please return to the counter immediately with your receipt. Our team will prepare the correct item at no additional charge.
• Pickup Orders: If you discover an issue with your pickup order upon returning home, please contact us at [email protected] within 1 hour of pickup. We will arrange for you to receive the correct item on your next visit or provide a credit for future use.
• Delivery Orders: Due to the nature of food delivery, physical exchanges for delivery orders are generally not possible. In these cases, a refund or account credit will be offered in lieu of an exchange.

Exchanges are subject to menu availability. If an item is no longer available, a refund or store credit will be offered as an alternative.

9. Cancellation Policy

We understand that plans change. Here is our cancellation policy:

9.1 Online and App Orders

• Orders may be cancelled free of charge if the cancellation is requested before the order enters the preparation stage (typically within 2–5 minutes of placing the order).
• Once preparation has begun, the order cannot be cancelled and no refund will be issued for the food items. However, if a delivery fee was charged separately and the order is cancelled before pickup by the delivery driver, the delivery fee may be refunded.
• To cancel an online order, log into your account on cafestarbird.click, navigate to your current orders, and select "Cancel Order" if the option is still available. Alternatively, contact us immediately by phone or email.

9.2 Pre-Orders and Catering Orders

• Catering or large group orders cancelled more than 48 hours in advance of the scheduled date will receive a full refund.
• Cancellations made between 24 and 48 hours before the scheduled order date will receive a 50% refund.
• Cancellations made less than 24 hours before the scheduled date will not be eligible for a refund, as food preparation will have already begun.

9.3 Third-Party Platform Orders

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, or Grubhub), cancellation and refund requests must be directed to the respective platform. Starbird Chicken's cancellation policy does not override the policies of third-party platforms.

10. Dispute Resolution Process

In the event that you are not satisfied with our refund decision, you have the right to escalate your concern through the following process:

1. Internal Escalation: Reply to the email response you received from our customer support team and request that your case be reviewed by a senior manager. Please include any additional information or evidence that was not provided in your initial request.
2. Written Formal Complaint: Submit a formal written complaint to our customer experience team at [email protected] with the subject line "Formal Refund Dispute." Our management team will respond within 5 business days.
3. External Dispute Resolution: If the matter remains unresolved after following the above steps, you may contact the following external bodies for consumer assistance:
   • The Federal Trade Commission (FTC) at www.ftc.gov or 1-877-382-4357 for consumer protection concerns.
   • Your state's Attorney General office for state-level consumer protection matters.
   • Your credit card company or bank to dispute a charge (chargeback process), if applicable.
   • The Better Business Bureau (BBB) at www.bbb.org for mediation services.

11. Orders Through Third-Party Delivery Platforms

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

• Refund and cancellation requests for third-party platform orders must be submitted directly to the respective platform, as payments are processed by them, not by Starbird Chicken.
• Starbird Chicken does not have direct access to payment data for third-party orders and cannot process refunds for those transactions.
• However, if a food quality issue arises from how we prepared your food (not the delivery process), please still contact us so we can address the quality concern and improve our service.

12. Food Safety Concerns

If you believe you experienced a foodborne illness or serious adverse health reaction as a result of consuming food from Starbird Chicken, please:

• Seek medical attention immediately if necessary.
• Contact us at [email protected] as soon as possible with details of the incident.
• Retain any uneaten food if safe to do so, as it may assist in our investigation.
• Report the incident to your local health department as appropriate.

We take food safety extremely seriously and will conduct a thorough internal investigation in response to any such reports.

13. Modifications to This Policy

Starbird Chicken reserves the right to modify or update this Refund Policy at any time. Any changes will be reflected on this page with an updated effective date. We encourage customers to review this policy periodically. Continued use of our services after changes have been made constitutes acceptance of the updated policy.

14. Contact Information

For all refund inquiries, order concerns, or customer support needs, please reach out to us using the contact information below. Our team is available during regular business hours and will make every effort to respond as quickly as possible.