Refund Policy

At Starbird Chicken, we are committed to delivering a high-quality food experience to every customer. We understand that situations may arise where an order does not meet your expectations. This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are handled. By placing an order through our website starbird-chicken.digital or any affiliated ordering platform, you agree to the terms described below.

1. General Refund Philosophy

Starbird Chicken takes food quality and customer satisfaction seriously. We strive to ensure that every order is prepared accurately and delivered in optimal condition. However, we recognize that errors can occur. Our refund policy is designed to be fair, transparent, and consistent with applicable United States consumer protection laws, including guidelines established by the Federal Trade Commission (FTC).

Refund eligibility is assessed on a case-by-case basis. Our team reserves the right to request supporting documentation (such as photos of the incorrect or unsatisfactory item) before approving a refund or replacement.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if one or more of the following conditions apply:

• ✅ You received the wrong item(s) that you did not order.
• ✅ Your order arrived in an inedible, spoiled, or significantly compromised condition.
• ✅ Your order was incomplete — one or more items were missing from the delivery or pickup bag.
• ✅ You experienced a significant delay that was caused solely by Starbird Chicken or our delivery partners, resulting in food quality degradation.
• ✅ A duplicate charge was applied to your payment method for the same order.
• ✅ A technical error on our platform resulted in an unintended or unauthorized charge.

To be considered for a refund, the issue must be reported within the applicable timeframe described in Section 3 below. Refund requests made outside the eligible window will not be processed unless exceptional circumstances are demonstrated.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate your concern properly. Please observe the following deadlines:

4. Non-Refundable Items and Situations

Certain items and circumstances are not eligible for a refund. Please review the following non-refundable conditions carefully:

• Orders where the customer provided an incorrect delivery address, and the food was delivered to that address.
• Orders that were picked up in-store and consumed, where the complaint is based solely on personal taste preference.
• Promotional, discounted, or complimentary items received as part of a deal or loyalty reward.
• Customization errors that originated from incorrect instructions provided by the customer at the time of ordering.
• Orders affected by delivery delays caused by third-party delivery services outside our direct control, where Starbird Chicken has fulfilled its preparation obligations correctly.
• Requests for refunds based on general dissatisfaction without a specific, verifiable issue.
• Gift cards, Starbird Chicken credits, or loyalty points — these are non-refundable and non-transferable.
• Orders placed through third-party platforms (e.g., DoorDash, Uber Eats, Grubhub) — these must be resolved directly through those platforms according to their individual refund policies.

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

To initiate a refund request, please follow these steps:

1. Step 1 — Gather Your Information: Locate your order confirmation number, the date and time of the order, and your payment method details. If applicable, take clear photographs of the incorrect, missing, or unsatisfactory item(s).
2. Step 2 — Contact Us Promptly: Reach out to our customer support team via email at [email protected] or visit our website at starbird-chicken.digital to access our contact form. Please ensure you contact us within the applicable timeframe listed in Section 3.
3. Step 3 — Provide Details: In your message, include the following:
   • Full name and contact email used during ordering
   • Order confirmation number
   • Date and time of the order
   • A clear description of the problem
   • Photographic evidence (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 — Await Confirmation: Our customer support team will acknowledge your request within 1–2 business days. We may follow up with additional questions or request further documentation.
5. Step 5 — Resolution Decision: Once we have reviewed your case, we will notify you of our decision via email. If your refund is approved, we will initiate the process within the timeframes described in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time depends on your original payment method. Please allow the following timeframes:

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 within a multi-item order were incorrect or missing, while the remainder of the order was received correctly.
• The food was partially consumed before the issue was identified, but a legitimate quality complaint still exists for the uneaten portion.
• A promotional discount or coupon was applied to the original order, and the refund is calculated based on the actual amount paid rather than the full retail value.
• Delivery fees or service fees are not refundable as part of a food quality refund, as these costs relate to the delivery service rendered.

The amount of any partial refund will be communicated to you clearly before processing. You may accept the partial refund or escalate the matter through our dispute resolution process described in Section 10.

8. Exchange Policy

In lieu of a monetary refund, Starbird Chicken may offer a replacement order or food exchange in applicable situations. An exchange (replacement) may be offered when:

• An incorrect item was prepared and delivered, and a corrected version can be prepared and delivered or made available for pickup in a timely manner.
• A missing item from an order can be fulfilled through a secondary delivery or in-store pickup arrangement.

Exchanges are subject to product availability and geographic feasibility. We cannot guarantee that an exact replacement will always be possible. If an exchange is not feasible, a monetary refund or store credit will be offered as an alternative.

Customers wishing to request an exchange must contact us within 24 hours of receiving their original order, following the same steps outlined in Section 5.

9. Cancellation Policy

We understand that plans change. Below is our cancellation policy for orders placed through starbird-chicken.digital:

9.1 Online and App Orders

Once an order is submitted and confirmed, our kitchen team begins preparation almost immediately. Therefore, cancellations are only accepted within a 5-minute window from the time of order confirmation. After this window, cancellations may not be possible, and the standard refund eligibility conditions will apply.

9.2 Pre-Orders and Scheduled Orders

For orders scheduled in advance (catering or group orders), cancellations must be requested at least 24 hours before the scheduled delivery or pickup time to receive a full refund. Cancellations made less than 24 hours before the scheduled time may be subject to a cancellation fee of up to 25% of the order total, depending on preparation already completed.

9.3 Catering and Large Group Orders

For large catering orders exceeding $150 in value, cancellations must be submitted at least 48 hours in advance to receive a full refund. Cancellations made between 24–48 hours in advance may receive a 50% refund. Cancellations made less than 24 hours before a catering order will not be eligible for a refund, as significant preparation resources will have already been allocated.

To cancel an order, please contact us immediately at [email protected] with your order number and reason for cancellation.

10. Dispute Resolution Process

If you are not satisfied with our resolution of a refund request, or if a dispute arises regarding a charge on your account, you may escalate the matter through the following process:

10.1 Internal Escalation

Request a review by a senior member of our customer support team by replying to your refund decision email and including the subject line: "ESCALATION REQUEST — [Your Order Number]". We will conduct an internal review and respond within 5 business days.

10.2 Chargeback Rights

You retain the right to dispute charges with your credit card issuer or bank under the rules of your card network (Visa, Mastercard, American Express, or Discover). We encourage customers to contact us directly before initiating a chargeback, as this typically results in a faster resolution. We fully cooperate with all chargeback investigations.

10.3 FTC and Consumer Protection Resources

As a United States-based business, Starbird Chicken operates in compliance with the Federal Trade Commission Act. If you believe our practices violate consumer protection laws, you may file a complaint with the FTC at reportfraud.ftc.gov. Residents of California also have additional rights under the California Consumer Privacy Act (CCPA/CPRA).

10.4 Informal Mediation

For unresolved disputes, both parties agree to first attempt resolution through good-faith negotiation before pursuing formal legal action. Written notice of any unresolved dispute should be sent to our contact email, and we will respond within 10 business days with a proposed resolution.

11. Fraud Prevention

Starbird Chicken actively monitors refund requests to detect and prevent fraudulent activity. Accounts that demonstrate a pattern of excessive or unjustified refund requests may have their refund privileges restricted, or their account suspended pending review. We reserve the right to deny refund requests that we reasonably believe are submitted in bad faith or with intent to defraud.

12. Changes 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 starbird-chicken.digital with the updated effective date. Continued use of our services after any modifications constitutes your acceptance of the revised policy. We encourage you to review this policy periodically.

13. Contact Information for Refund Requests

For all refund inquiries, cancellations, or exchange requests, please contact our customer support team using the information below: