Refund Policy

Effective Date: June 12, 2026  |  Last Updated: June 12, 2026

At Starbird Chicken, we are committed to delivering fresh, high-quality food and an exceptional customer experience with every order. We understand that sometimes things do not go as expected, and we want to make sure every concern is handled fairly and efficiently. This Refund Policy outlines your rights and our obligations regarding refunds, exchanges, cancellations, and dispute resolution in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and, where applicable, the California Consumer Privacy Act (CCPA/CPRA).

1. Eligibility Conditions for Refunds

To be eligible for a refund from Starbird Chicken, one or more of the following conditions must be met:

• Incorrect Order: You received items that do not match your confirmed order (wrong items, wrong quantity, or missing items).
• Food Quality Issue: The food you received was spoiled, undercooked, contaminated, or otherwise unsafe for consumption.
• Allergic Reaction or Mislabeling: You experienced an adverse reaction due to an ingredient not disclosed in our menu or product description, or labeling was inaccurate.
• Order Not Delivered: Your delivery order was confirmed but never arrived, and this was not caused by an incorrect address provided by you.
• Significantly Late Delivery: Your order arrived significantly later than the estimated delivery window provided at checkout, rendering the food unsuitable for consumption.
• Duplicate Charge: Your payment method was charged more than once for the same order due to a technical error on our platform.
• Unauthorized Transaction: A transaction was processed on your account without your authorization, subject to verification.

Refund requests that do not meet any of the above conditions may be reviewed on a case-by-case basis at the sole discretion of Starbird Chicken management.

2. Timeframes for Refund Requests

Timeliness is essential when reporting an issue with your order. The following timeframes apply:

Requests submitted outside of these timeframes may not be eligible for a full refund. However, we encourage you to contact us regardless, and we will make every reasonable effort to assist you.

3. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Change of Mind: Refunds are not provided simply because you changed your mind after placing a confirmed order or after the food has been prepared.
• Partially Consumed Food: Orders that have been substantially consumed are not eligible for a full refund unless a genuine quality or safety issue is identified.
• Customization Errors by the Customer: If you submitted incorrect customization instructions (e.g., wrong sauce, wrong side) and the order was prepared exactly as instructed, no refund will be issued.
• Promotional or Complimentary Items: Items received as part of a promotion, giveaway, or complimentary offer are not eligible for cash refunds.
• Delivery Fees: Delivery fees are non-refundable unless the delivery was entirely our fault (e.g., non-delivery due to our carrier error).
• Service Fees and Platform Charges: Third-party service fees or platform charges applied by third-party delivery apps are subject to those platforms' own refund policies and are outside our direct control.
• Gift Cards and Store Credit: Gift card purchases are non-refundable and non-transferable for cash once issued.

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

We have made the refund request process as straightforward as possible. Please follow these steps:

1. Step 1 — Gather Your Information: Before contacting us, have the following ready:
   • Your full name and contact information
   • Your order number or confirmation email
   • Date and time of purchase
   • Payment method used
   • A clear description of the issue
   • Photographic evidence, if applicable (e.g., wrong item, quality issue)
2. Step 2 — Contact Us: Reach out to our customer support team through one of the following channels:
   • Email: [email protected]
   • Website: starbird-meal.rest (via the Contact or Support page)
3. Step 3 — Submit Your Request: Provide all relevant details including your order number, the nature of the issue, and any supporting documentation or photos. The more information you provide, the faster we can process your request.
4. Step 4 — Receive Acknowledgment: Our team will acknowledge receipt of your refund request within 1–2 business days.
5. Step 5 — Review and Decision: Our customer support team will review your request and make a determination within 3–5 business days of receiving all required information.
6. Step 6 — Refund Issued: If your request is approved, your refund will be processed according to the applicable processing time outlined in Section 5 below. You will receive a confirmation email once the refund has been initiated.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to reflect in your account depends on your original payment method:

Please note that processing times may vary depending on your financial institution. Starbird Chicken is not responsible for delays caused by your bank or payment provider once the refund has been initiated on our end.

6. Partial Refunds

In certain circumstances, Starbird Chicken may issue a partial refund rather than a full refund. Partial refunds may apply when:

• Only one or a few items in a multi-item order were incorrect, missing, or unsatisfactory — a refund will be issued only for those specific items.
• The food quality issue affected only part of the order, and the remainder was satisfactory.
• The delivery was late but the food was still reasonably consumable — a partial refund may be issued as a goodwill gesture.
• An order was partially consumed before a quality issue was identified — a reduced refund may be granted at our discretion.
• A promotional discount was applied to the original order — the refund may be calculated on the actual amount paid rather than the full retail price.

Partial refund amounts will be determined fairly and transparently by our customer support team, taking into account the nature and extent of the issue.

7. Exchange Policy

Due to the perishable nature of food products, traditional item-for-item exchanges are handled differently than in retail settings. At Starbird Chicken:

• In-Store Orders: If you received an incorrect item and are still at the location or return promptly, we will gladly replace the item with the correct one at no additional charge, subject to availability.
• Delivery Orders: For delivery orders with incorrect or missing items, we will typically issue a refund or store credit for the affected items rather than re-dispatching a replacement, due to logistical and food safety considerations.
• Quality Issues (In-Store): If you notify our staff immediately about a food quality issue, we will prepare a fresh replacement at no charge whenever possible.
• Exchanges are not available for food already consumed, items ordered in error by the customer, or items more than 2 hours after receipt.

We reserve the right to assess the situation and offer the most appropriate resolution, which may include a replacement, store credit, or refund.

8. Cancellation Policy

Because our food is prepared fresh upon order, cancellations are subject to strict timing requirements:

8.1 Online and App Orders

• Cancellations may be accepted within 5 minutes of placing an order, provided the order has not yet entered the preparation stage.
• Once an order has been confirmed as "in preparation" or "being cooked," cancellations will not be accepted, and no refund will be issued.
• To cancel an order, contact us immediately at [email protected] or through the website at starbird-meal.rest.

8.2 In-Store Orders

• Once a food order is placed and payment is processed at a physical location, cancellations are generally not accepted unless the item has not yet begun preparation.
• Please speak directly with a team member or manager on-site for any immediate cancellation concerns.

8.3 Scheduled or Pre-Orders

• Pre-orders or catering orders may be cancelled without penalty up to 24 hours before the scheduled pickup or delivery time.
• Cancellations made between 12–24 hours before the scheduled time may be subject to a 50% cancellation fee.
• Cancellations made less than 12 hours before the scheduled time are non-refundable, as food preparation may have already commenced.

9. Dispute Resolution Process

If you are not satisfied with the resolution offered by our customer support team, you have the following options:

9.1 Internal Escalation

You may request that your case be escalated to a senior customer experience manager. To do so, reply to your existing support email thread and request escalation explicitly. Escalated cases will be reviewed within 5 additional business days.

9.2 Chargeback Through Your Financial Institution

Under United States consumer protection regulations enforced by the Federal Trade Commission (FTC), you have the right to dispute a charge with your credit card company or bank if you believe the charge was unauthorized or that goods were not delivered as described. We encourage customers to contact us first, as we prefer to resolve issues directly.

9.3 Third-Party Mediation

If internal escalation does not resolve your dispute, you may seek resolution through a neutral third-party mediator. Both parties agree to participate in good-faith mediation before pursuing any legal action.

9.4 Legal Rights

Nothing in this Refund Policy limits or waives any rights you may have under applicable federal or state law, including consumer protection statutes. If you are located in California, you may also have rights under the California Consumer Protection Act and California Business and Professions Code.

10. Contact Information for Refund Requests

For all refund inquiries, cancellation requests, or order concerns, please contact Starbird Chicken through the following channels:

Our customer support team is available to assist you and aims to respond to all inquiries within 1–2 business days. When contacting us, please include your order number, description of the issue, and any relevant photos or documentation to help us resolve your concern as quickly as possible.

11. Policy Updates

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