Refund Policy

Effective Date: April 30, 2026 | Last Updated: April 30, 2026

1. Introduction

Starbird Chicken ("we," "us," or "our") operates through its digital platform at starbirdchicken.digital and is dedicated to delivering high-quality food products and a satisfying customer experience. We understand that issues may occasionally arise with orders, and we have established this Refund Policy to address such situations in a fair and transparent manner.

This policy applies to all purchases made through our website and any affiliated online ordering channels. By placing an order with us, you agree to the terms and conditions described herein. This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state-level regulations.

If you have any questions about this policy, you may contact us at any time using the contact information provided at the end of this document.

2. Eligibility Conditions for Refunds

We want every customer to enjoy their Starbird Chicken experience. Refunds may be issued under the following conditions:

• Incorrect Order: You received items that do not match what you ordered (e.g., wrong item, wrong quantity, or missing items).
• Food Quality Issues: The food was spoiled, undercooked, contaminated, or otherwise not meeting our quality standards upon delivery or pickup.
• Allergic or Dietary Mislabeling: An item was incorrectly labeled regarding allergens or dietary content (e.g., gluten-free, nut-free), causing harm or distress.
• Order Not Delivered: Your order was never received and is confirmed as undelivered by our records or the delivery partner.
• Significant Delay: Your order was delivered significantly later than the estimated time, causing the food to be inedible.
• Duplicate Charges: You were charged more than once for the same order due to a system or payment processing error.
• Technical Errors: A technical malfunction on our platform caused an incorrect charge or unauthorized transaction.

3. Timeframes for Refund Requests

To ensure a fair and efficient resolution, refund requests must be submitted within the following timeframes:

We strongly encourage customers to contact us as soon as possible after discovering an issue, as prompt reporting allows us to investigate and resolve the matter more effectively.

4. Non-Refundable Items and Situations

While we strive to accommodate all reasonable refund requests, certain items and circumstances are not eligible for a refund:

• Change of Mind: Refunds will not be issued if you simply changed your mind about your order after it has been prepared or delivered.
• Customer Errors: If you placed an order with incorrect customizations, the wrong item, or wrong quantity due to your own input error, and the order was prepared as submitted, a refund will not be issued.
• Partially Consumed Food: Items that have been largely consumed prior to the refund request are not eligible for a full refund (partial refunds may be considered at our discretion).
• Promotional or Discounted Items: Items purchased at a heavy discount through limited-time promotions may not be eligible for a refund unless there is a verified quality or safety issue.
• Digital Coupons and Gift Cards: Redeemed gift cards and applied discount codes are non-refundable and cannot be reinstated once used.
• Delivery Fees: Delivery fees are generally non-refundable unless the order was never delivered or was canceled before dispatch.
• Late Requests: Requests submitted beyond the timeframes specified in Section 3 are not eligible for a refund.

5. How to Request a Refund

Requesting a refund is a simple, step-by-step process. Please follow the instructions below to ensure your request is processed promptly:

Step 1: Gather Your Order Information

Before reaching out to us, please have the following information ready:

• Your full name and contact email address
• Your order number (found in your confirmation email or account dashboard)
• The date and time of your order
• A description of the issue you experienced
• Supporting evidence if applicable (e.g., photographs of incorrect or spoiled food)

Step 2: Contact Our Support Team

Reach out to our customer support team using one of the following methods:

• Email: [email protected]
• Website: starbirdchicken.digital (visit our Contact page)

Please include your order number and a clear description of the issue in your message. Attach any supporting photos or screenshots where relevant.

Step 3: Await Acknowledgment

Our support team will acknowledge receipt of your refund request within 1–2 business days. You will receive a confirmation email with a reference number for your case.

Step 4: Review and Investigation

We will review your request and may reach out for additional information if necessary. Our team typically completes the investigation within 3–5 business days of receiving your initial request.

Step 5: Resolution Notification

Once a decision has been made, you will be notified via email with the outcome of your refund request. If approved, the refund will be processed according to the timelines outlined in Section 6.

6. Refund Processing Times by Payment Method

Once your refund has been approved, the processing time will depend on your original payment method. Please refer to the table below for estimated timelines:

Please note that while we process refunds promptly on our end, your financial institution may take additional time to reflect the credit in your account. We recommend contacting your bank or payment provider if your refund does not appear within the stated timeframe.

7. Partial Refunds

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

• Only a portion of your order was incorrect or missing, and the rest of the order was satisfactory.
• The food quality issue affected only one or a few items in a larger order.
• You consumed a significant portion of the food before noticing or reporting an issue.
• A delivery delay affected only the temperature of some items, but most of the order was acceptable.
• A promotional discount was already applied to the original order.

The determination of whether a partial refund is appropriate will be made by our customer support team on a case-by-case basis. We are committed to ensuring a fair and reasonable outcome in every situation.

8. Exchange Policy

Due to the perishable nature of food products, traditional item exchanges are not always feasible. However, we offer the following alternatives to help resolve your issue:

• Replacement Order: If you received an incorrect or unsatisfactory item, we may offer to prepare and deliver or make available a replacement item at no additional charge, subject to availability and location hours.
• Store Credit: Instead of a monetary refund, we may offer store credit equivalent to the value of the affected item, which can be applied toward a future order on starbirdchicken.digital.
• Complimentary Item: In some cases, we may offer a complimentary item on your next visit or order as a gesture of goodwill.

Exchanges and replacements are subject to the same eligibility conditions outlined in Section 2 and must be requested within the timeframes specified in Section 3. Our team will work with you to find the most convenient resolution.

9. Cancellation Policy

We begin preparing food orders promptly after they are placed to ensure freshness and timely delivery. As a result, our ability to accommodate cancellations is limited. Please review the following cancellation terms:

9.1 Cancellations Before Order Preparation

If you wish to cancel an order, you must do so within 5 minutes of placing it and before preparation has begun. To request a cancellation, contact us immediately via email at [email protected] or through our website. If the order has not yet entered preparation, you will receive a full refund.

9.2 Cancellations After Order Preparation Has Begun

Once an order has entered the preparation stage, it cannot be canceled. In this case, no refund will be issued for a cancellation request. If there is an issue with the order itself, you may still be eligible for a refund under the conditions described in Section 2.

9.3 Cancellations by Starbird Chicken

In rare circumstances, we may need to cancel your order due to ingredient unavailability, technical issues, or force majeure events. In such cases, you will be notified promptly and will receive a full refund via your original payment method. We will also offer a discount or store credit as an apology for any inconvenience caused.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, we encourage you to follow our internal dispute resolution process before pursuing any external remedies.

Step 1: Escalation Request

You may request that your case be escalated to a senior member of our customer support team by replying to your original support email and including "ESCALATION REQUEST" in the subject line. Please provide any additional information or evidence that supports your position.

Step 2: Management Review

A senior manager will review your case within 5–7 business days and provide a final determination. We take all escalated disputes seriously and will make every effort to reach a fair resolution.

Step 3: External Resolution

If you remain unsatisfied after exhausting our internal process, you may pursue the following options:

• Credit Card Chargeback: Contact your credit card issuer or bank to initiate a chargeback process in accordance with their policies.
• FTC Complaint: File a complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov.
• State Consumer Protection Agency: Contact your state's consumer protection office for guidance and assistance.
• Better Business Bureau (BBB): Submit a complaint through the BBB at www.bbb.org.

11. Chargebacks and Fraudulent Claims

While we fully support your right to dispute charges with your financial institution, we ask that you contact us first to resolve any issues. Initiating a chargeback without first attempting to resolve the matter directly with us may result in the following:

• Suspension or termination of your account on starbirdchicken.digital
• Denial of future orders until the matter is resolved
• Legal action in the event of fraudulent chargeback claims

We take fraudulent refund claims and chargebacks seriously and will cooperate fully with financial institutions and law enforcement agencies when investigating such matters.

12. Policy Amendments

Starbird Chicken reserves the right to modify this Refund Policy at any time. Any changes will be posted on our website at starbirdchicken.digital with an updated effective date. Continued use of our services after changes are posted constitutes your acceptance of the revised policy. We encourage you to review this policy periodically to stay informed of any updates.

13. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States. Any disputes arising in connection with this policy shall be subject to the jurisdiction of the applicable courts, and consumer rights under the Federal Trade Commission Act and applicable state consumer protection laws are fully acknowledged and respected.

14. Contact Information for Refund Requests

If you have any questions about this Refund Policy, wish to submit a refund request, or need assistance with your order, please contact our customer support team using the details below: