Refund Policy

At Starbird Chicken, we are committed to delivering fresh, high-quality food and an exceptional customer experience. We understand that sometimes things do not go as expected, and this Refund Policy outlines your rights and our obligations when it comes to refund requests, cancellations, exchanges, and dispute resolution. Please read this policy carefully before placing your order.

1. Overview

This Refund Policy applies to all orders placed through our website at chicken-starbird.digital, through third-party delivery platforms, or directly at our locations. By placing an order with Starbird Chicken, you agree to the terms set forth in this policy. We reserve the right to update or modify this policy at any time, and any changes will be posted on our website with a revised effective date.

Because we handle perishable food products, our refund and return procedures differ from those of typical retail businesses. We take food safety, quality standards, and customer satisfaction very seriously, and our team will always work to find a fair resolution.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong sandwich, incorrect toppings, or missing items from your order).
• Food Quality Issues: The food received was undercooked, spoiled, contaminated, or otherwise did not meet acceptable food safety and quality standards.
• Allergic Reaction Due to Mislabeling: You experienced an adverse reaction because allergen information was inaccurately communicated at the time of order.
• Non-Delivery: Your order was confirmed but never delivered, and no delivery was attempted within a reasonable timeframe.
• Significant Delay: Your order arrived significantly later than the estimated delivery or pickup time, rendering the food unacceptable in quality.
• Duplicate Charge: You were charged more than once for the same order due to a billing error.
• Order Cancellation Prior to Preparation: You requested cancellation of your order before the preparation process began (see Section 8 for details).

3. Timeframes for Refund Requests

To be eligible for a refund, you must contact us within the timeframes listed below:

Requests submitted outside these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and report any issues as promptly as possible.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Change of Mind: Orders that have already been prepared or delivered where the customer simply changed their mind or no longer wants the food.
• Customization Errors Made by the Customer: If you selected incorrect options, toppings, or modifiers at the time of ordering, Starbird Chicken is not responsible for the resulting discrepancy.
• Partially Consumed Meals: Refunds will not be issued for items that have been largely or entirely consumed prior to the refund request, unless there is a documented food safety concern.
• Promotional or Discounted Items: Items purchased at a promotional price or through a limited-time offer may have limited refund eligibility.
• Gift Cards and Store Credit: Digital or physical gift cards purchased through our platform are non-refundable and non-transferable.
• Catering Deposits: Non-refundable deposits made for large catering orders are not eligible for refund once confirmed (see specific catering terms).
• Delivery Fees: Third-party delivery fees charged by delivery platforms are subject to the refund policies of those respective platforms and are generally non-refundable.

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

Follow these steps to submit a refund request:

1. Step 1 – Gather Your Information: Collect your order confirmation number, date and time of the order, the name used to place the order, and any relevant photos or documentation supporting your claim (e.g., photos of the incorrect or unsatisfactory item).
2. Step 2 – Contact Starbird Chicken: Reach out to our customer support team via one of the following methods:
   • Email: [email protected]
   • Website: chicken-starbird.digital
3. Step 3 – Describe the Issue: Provide a clear and detailed description of the problem with your order. Include your order number, the specific items affected, and the reason for your refund request. Attach any supporting photos or documents.
4. Step 4 – Await Review: Our customer support team will review your request and may follow up with additional questions. We aim to respond to all refund inquiries within 2 business days.
5. Step 5 – Refund Decision: Once we have reviewed all relevant information, we will notify you of our decision via email. If your refund is approved, we will initiate the process based on your original payment method and the timelines outlined in Section 6.

6. Refund Processing Times by Payment Method

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

Please note that these timeframes reflect our internal processing only. Additional delays may occur depending on your bank or financial institution's processing times, which are outside our control. If you have not received your refund within the stated timeframe, we recommend contacting your bank before reaching out to us.

7. Partial Refunds

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

• Only some items in a multi-item order were affected by quality issues or were missing.
• The food was received in a partially acceptable condition (e.g., one item in a combo meal was unsatisfactory).
• A portion of the order was consumed before the issue was identified.
• The issue was partly caused by a third-party delivery service rather than Starbird Chicken directly.
• A promotional discount was applied to the original order, and the refund is calculated based on the actual amount paid for the affected item(s).

The amount of a partial refund will be determined by Starbird Chicken's customer support team based on the specific circumstances of each case. We will always communicate the refund amount clearly before processing.

8. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as fair as possible while accounting for the perishable nature of our food products:

8.1 Online and App Orders

• Before Preparation Begins: You may cancel your order for a full refund if it has not yet entered the preparation stage. This window is typically within 5 minutes of placing the order, depending on order volume and kitchen capacity.
• After Preparation Has Begun: Once your order has been accepted and preparation has started, cancellations are generally not accepted, and no refund will be issued unless there is a verifiable error on our part.

8.2 In-Store Orders

In-store orders may be cancelled at the counter before they are sent to the kitchen. Once the kitchen has begun preparing your order, cancellations cannot be accommodated.

8.3 Catering and Large Group Orders

• Cancellations made more than 48 hours before the scheduled catering date are eligible for a full refund, minus any non-refundable deposit.
• Cancellations made between 24 and 48 hours before the event are eligible for a 50% refund of the total order amount, minus the deposit.
• Cancellations made less than 24 hours before the event are not eligible for a refund.

9. Exchange Policy

Due to the perishable nature of food products, traditional exchanges (returning an item and receiving a replacement at a later date) are generally not applicable. However, Starbird Chicken may offer the following alternatives:

• Immediate Replacement: If you are dining in-store and receive an incorrect or unsatisfactory item, we will remake your order at no additional charge. Please notify a team member immediately.
• Store Credit: In lieu of a monetary refund, we may offer store credit equivalent to the value of the affected item(s), which can be used on a future order at any Starbird Chicken location or through our website.
• Complimentary Item: In some cases, as a gesture of goodwill, we may offer a complimentary item on your next visit rather than a direct monetary refund.

Exchange options are offered at the discretion of Starbird Chicken's management and customer support team. We are always committed to finding a resolution that leaves you satisfied.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow the steps below to resolve the matter:

10.1 Internal Escalation

Contact our customer support team at [email protected] and request that your case be escalated to a supervisor or manager. Please include your original case or ticket number, a summary of the issue, and an explanation of why you believe the initial decision was incorrect.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your credit card issuer or bank. We encourage customers to contact us first, as chargebacks can take significantly longer to resolve. However, we respect your right to use this option if you believe a refund has been wrongfully denied.

10.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may also file a complaint with the following agencies:

• Federal Trade Commission (FTC): reportfraud.ftc.gov
• Your State Attorney General's Office
• Better Business Bureau (BBB): www.bbb.org

10.4 Governing Law

This Refund Policy is governed by the laws of the United States. Disputes arising out of or relating to this policy shall be resolved in accordance with applicable federal and state consumer protection laws, including the Federal Trade Commission Act and, where applicable, the California Consumer Privacy Act (CCPA/CPRA) for residents of California.

11. Third-Party Delivery Platforms

Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, or similar services) are subject to the refund and cancellation policies of those respective platforms in addition to our own. Starbird Chicken is not responsible for issues caused by third-party delivery partners, including delays, spilled or damaged food during transit, or delivery errors made by the courier. In such cases, we recommend contacting the delivery platform directly for resolution. However, if the issue originated with our kitchen or order fulfillment, please contact us and we will work to make it right.

12. Food Allergies and Special Dietary Requests

We take food allergies and dietary restrictions seriously. If you have a known allergy, please notify us at the time of ordering. While we make every effort to accommodate special dietary needs, we cannot guarantee that our kitchen is entirely free from allergens. Refunds related to allergic reactions will be assessed on a case-by-case basis, taking into account whether allergen information was accurately disclosed at the time of the order.

13. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or disputes, please reach out to our dedicated customer support team using the details below:

14. Policy Updates

Starbird Chicken reserves the right to modify this Refund Policy at any time. Any material changes will be communicated via our website at chicken-starbird.digital, and the revised policy will include an updated effective date at the top of the page. Your continued use of our services following the posting of changes constitutes acceptance of those changes. We encourage you to review this policy periodically to stay informed of your rights.