Refund Policy

Effective Date: July 24, 2026 | Last Updated: July 24, 2026

1. Introduction

At Starbird Chicken, we are committed to delivering high-quality food and an exceptional customer experience. We understand that issues may occasionally arise with your order, and we strive to resolve them fairly and promptly. This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are accepted, the process for submitting a refund request, and the timelines you can expect for resolution.

This policy applies to all orders placed directly through our website at cafe-starbirdchicken.rest, by phone, or at any Starbird Chicken location. For orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, or Grubhub), please refer to those platforms' individual refund policies, as Starbird Chicken has limited ability to process refunds for third-party transactions.

Our practices are consistent with applicable United States consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act, and relevant state consumer protection regulations.

2. Eligibility Conditions for Refunds

To qualify for a refund, your request must meet one or more of the following conditions:

• Incorrect Order: You received items that were different from what you ordered (wrong items, wrong size, wrong preparation).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food delivered or prepared was undercooked, spoiled, or otherwise unfit for consumption at the time of receipt.
• Allergen or Dietary Errors: Your meal contained an ingredient that you specifically requested to be excluded due to dietary restrictions or allergies, and this was clearly noted in your order.
• Order Not Delivered: A delivery order was confirmed but never arrived and was not recoverable.
• Duplicate Charge: You were charged more than once for the same order due to a technical error.
• Significant Delay: Your delivery arrived more than 60 minutes beyond the estimated delivery time provided at the time of order confirmation, rendering the food unsatisfactory.

Starbird Chicken reserves the right to review all refund requests on a case-by-case basis and may request supporting documentation, photographs, or other evidence to validate the claim.

3. Timeframes for Refund Requests

To ensure your request is processed efficiently, please adhere to the following timeframes:

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

4. Non-Refundable Items and Situations

Certain items, services, and circumstances are not eligible for refunds. These include, but are not limited to:

• Orders where the customer has consumed a significant portion of the food before raising a complaint, without a valid quality or safety concern.
• Changes of mind after an order has been prepared or dispatched.
• Requests based on personal taste preferences that do not involve an error on our part (e.g., spice level or flavor profile).
• Orders placed through third-party delivery applications — these must be resolved directly with the respective platform.
• Promotional, discounted, or complimentary items provided free of charge.
• Gift cards or digital vouchers once they have been redeemed.
• Catering orders cancelled less than 24 hours before the scheduled service time (see Section 8 — Cancellation Policy).
• Delivery fees and service charges, unless the order was not delivered at all due to our error.
• Tip amounts applied at the time of checkout.

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

To request a refund from Starbird Chicken, please follow the steps below:

1. Step 1 — Contact Us Promptly: Reach out to our customer support team within the applicable reporting window (see Section 3). You can contact us via:
   • Email: [email protected]
   • Website: cafe-starbirdchicken.rest
2. Step 2 — Provide Your Order Details: Include the following information in your request:
   • Full name used when placing the order
   • Order confirmation number or receipt number
   • Date and time of the order
   • Items affected by the issue
   • A clear description of the problem
3. Step 3 — Submit Supporting Evidence (If Applicable): If your complaint relates to food quality, incorrect items, or allergen issues, please attach photographs of the affected items to your email. Clear images significantly speed up the review process.
4. Step 4 — Wait for Confirmation: Our team will acknowledge receipt of your request within 1–2 business days and may reach out for additional information if needed.
5. Step 5 — Resolution: Once your request is reviewed and approved, we will notify you of the refund amount and method. Refunds will be processed according to the timelines outlined in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the payment method used at the time of purchase:

Please note that while Starbird Chicken processes refunds promptly once approved, your financial institution or payment provider may require additional time to post the refund to your account. These processing times are outside of our control. If you have not received your refund after the stated period, we recommend contacting your bank or payment provider first before reaching out to us.

7. Partial Refunds

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

• Only specific items within a multi-item order were incorrect or missing.
• A portion of the food was consumed before a quality issue was identified, and the remaining issue affected only part of the order.
• A delivery arrived late but the food remained in acceptable condition — in this case, a partial credit or discount may be offered as a goodwill gesture.
• A discount or coupon was applied to the original order — the refund amount will reflect the proportional value paid, not the full listed price.
• A catering or large group order was partially fulfilled or had items substituted without prior customer approval.

In all partial refund cases, our team will communicate clearly what amount will be refunded and the reason for the partial, rather than full, refund decision.

8. Cancellation Policy

We understand that plans can change. Below are our cancellation terms based on order type:

8.1 Standard Orders (Individual Meals)

For standard individual orders placed online or by phone:

• Cancellations made within 5 minutes of order placement are fully refundable, provided the order has not yet been prepared.
• Once food preparation has begun, cancellations are generally not accepted, and no refund will be issued.
• For in-store orders, cancellation must be requested immediately and before the order is called for preparation.

8.2 Catering and Large Group Orders

For catering orders and large group bookings:

• Cancellations made 72 hours or more before the scheduled service date are fully refundable.
• Cancellations made between 24 and 72 hours before the scheduled service date are eligible for a 50% refund or full store credit.
• Cancellations made less than 24 hours before the scheduled service date are non-refundable. Store credit may be offered at our discretion.
• No-shows without prior notice are not eligible for any refund or credit.

8.3 Pre-Orders and Scheduled Deliveries

For orders scheduled for future delivery or pickup:

• Cancellations are accepted up to 2 hours before the scheduled time for a full refund.
• Cancellations within 2 hours of the scheduled time may be subject to a cancellation fee of up to 25% of the order value.

9. Exchange Policy

Starbird Chicken is pleased to offer exchanges under the following conditions:

• If you received an incorrect item, we will prepare and deliver (or make available for pickup) the correct item at no additional charge, subject to item availability.
• Exchanges are only available for orders placed directly through Starbird Chicken (not third-party platforms).
• Exchanges must be requested within 2 hours of receiving your order.
• Food items that have been substantially consumed are not eligible for exchange.
• If the correct item is not available, a full refund for that specific item will be issued instead.
• In-store exchanges for incorrect or unsatisfactory items can be handled immediately by speaking with a team member or manager at the counter.

We do not offer exchanges based on change of mind or personal preference, where no error was made in preparing your order.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Starbird Chicken offers a structured dispute resolution process:

10.1 Internal Escalation

If your initial refund request is denied or you believe the resolution was inadequate, you may escalate the matter by:

1. Sending a written escalation request to [email protected] with the subject line: "Refund Dispute — [Your Order Number]".
2. Clearly explaining why you believe the original decision was incorrect and providing any additional supporting evidence.
3. Our management team will review the escalation within 5 business days and respond with a final decision.

10.2 Chargeback Rights

As a customer in the United States, you retain the right to dispute a charge with your credit card issuer or bank if you believe you have been charged incorrectly and we have failed to resolve the issue adequately. We encourage you to contact us first, as chargebacks can cause unnecessary delays and complications for both parties. However, your consumer rights under applicable U.S. law, including protections available under the Fair Credit Billing Act (FCBA) for credit card users, are always preserved.

10.3 Consumer Protection Resources

If you believe your consumer rights have been violated and an internal resolution cannot be reached, you may contact the following authorities:

• Federal Trade Commission (FTC): www.ftc.gov — for reporting deceptive or unfair business practices.
• Your State Attorney General's Office: For state-specific consumer protection complaints.
• Better Business Bureau (BBB): www.bbb.org — for filing a business complaint.

11. Special Circumstances

Starbird Chicken recognizes that extraordinary situations may arise. In the following scenarios, we will make every reasonable effort to accommodate refund or cancellation requests beyond our standard policy:

• Medical Emergencies: If a customer or their guest suffers an adverse reaction or medical event related to a food allergen due to our error, we will prioritize immediate resolution, including a full refund and direct communication with management.
• Force Majeure Events: In the event of natural disasters, extreme weather conditions, or government-mandated closures that affect your order or our ability to deliver, we will offer full refunds or rescheduling without penalty.
• Technical or System Errors: If a website or payment processing error results in an incorrect charge, duplicate order, or failed order, we will resolve the billing discrepancy promptly and in full.

12. Policy Updates

Starbird Chicken reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at cafe-starbirdchicken.rest with a revised effective date. Your continued use of our services after any changes constitutes acceptance of the updated policy. We encourage you to review this page periodically to stay informed of our current practices.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns, please contact us using the details below. Our customer support team is available to assist you Monday through Sunday during business hours.

This Refund Policy was last reviewed and updated on July 24, 2026. Starbird Chicken is committed to fair, transparent, and customer-focused service. Thank you for choosing us.