Refund Policy

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

1. Introduction

Welcome to Starbird Chicken Grill, accessible at starbirdchickengrill.rest. We take great pride in the quality of our food and the service we provide to every customer. However, we understand that there are occasions when an order may not meet your expectations, whether due to an error on our part, a quality concern, or an issue with your delivery.

This Refund Policy applies to all purchases made through our website, mobile platform, or directly at our establishment. By placing an order with us, you agree to the terms set forth in this policy. This policy is governed by the applicable consumer protection laws of the United States, including but not limited to the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive practices in commerce.

2. Eligibility Conditions for Refunds

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

• ✅ You received an incorrect item that was not what you ordered.
• ✅ Your order arrived with missing items that were charged but not delivered.
• ✅ The food was delivered in an unsatisfactory condition (e.g., spoiled, improperly prepared, or containing foreign objects).
• ✅ You experienced a verified technical or billing error that resulted in a duplicate charge.
• ✅ Your order was not delivered within a reasonable timeframe and was confirmed lost by the delivery provider.
• ✅ You placed an order that was subsequently canceled by our team due to unavailability or operational issues.

We reserve the right to verify all refund claims before approval. Photographic evidence or other documentation may be requested to support your claim. Refunds will not be issued based solely on a change of mind after the order has been prepared and dispatched.

3. Timeframes for Refund Requests

All refund requests must be submitted within the following timeframes to be considered:

Requests submitted after these timeframes may not be honored at our discretion. We encourage all customers to inspect their orders upon receipt and contact us promptly if there are any concerns.

4. Non-Refundable Items and Situations

The following items and circumstances are generally not eligible for refunds:

• Orders that have been fully consumed or substantially eaten before a complaint is raised.
• Requests based solely on a change of preference after the order has been confirmed and prepared.
• Customization errors made by the customer during the order process (e.g., selecting the wrong sauce, size, or quantity).
• Promotional, discounted, or free items received as part of a special offer.
• Gift cards, vouchers, or prepaid meal credits, except where required by law.
• Delivery fees, where the food itself was delivered correctly and in acceptable condition.
• Orders affected by circumstances beyond our reasonable control, including extreme weather events, natural disasters, or third-party delivery service failures beyond our scope of responsibility.

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

Follow these steps to submit a refund request:

1. Step 1 — Contact Us Promptly: Reach out to our customer support team as soon as possible within the eligible timeframe. You can contact us via email at [email protected] or through the contact form available on our website at starbirdchickengrill.rest.
2. Step 2 — Provide Order Information: Include your full name, order number, date and time of order, and the specific items in question. This helps us locate your order quickly and begin the review process.
3. Step 3 — Describe the Issue: Clearly explain the reason for your refund request. Be as detailed as possible, including what was wrong with the order, what you expected, and what you actually received.
4. Step 4 — Submit Supporting Evidence: Where applicable, attach photographs of the item(s) in question, screenshots of billing discrepancies, or any other relevant documentation that supports your claim.
5. Step 5 — Await Review: Our customer service team will review your request and respond within 2–3 business days. We may reach out for additional information if needed.
6. Step 6 — Receive Decision: You will be notified via email of the outcome of your refund request — whether it is approved, partially approved, or denied, along with a brief explanation.
7. Step 7 — Refund Processed: If approved, your refund will be processed according to the timelines outlined in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the estimated processing time depends on the original payment method used:

Please note that while we process refunds promptly on our end, your bank or financial institution may take additional time to reflect the credit in your account. Starbird Chicken Grill is not responsible for delays caused by third-party financial institutions. 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 certain situations, only a partial refund may be granted. These situations include, but are not limited to:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the rest of the order was delivered correctly and in good condition.
• The issue reported resulted from minor quality concerns that do not justify a full refund (e.g., slightly cooler-than-expected temperature due to a long but reasonable delivery time).
• You accepted and consumed a portion of an incorrect order before reporting the issue.
• A promotional discount was applied to the original order, and the refund reflects the actual amount paid rather than the full menu price.

Partial refund amounts will be communicated clearly in our response to your refund request, along with a breakdown of the calculation.

8. Exchange Policy

As a food service business, exchanges for prepared food items are not always feasible due to food safety and hygiene regulations. However, we will do our best to make things right in the following ways:

• Incorrect items: If you received an incorrect item and you are at our physical location, we will gladly prepare and provide the correct item at no additional charge, subject to availability.
• Online or delivery orders: For incorrect items delivered to your address, we may offer a replacement order or a full/partial refund at our discretion, depending on the nature and circumstances of the error.
• Allergies or dietary requirements: If an item was prepared incorrectly in relation to a stated allergy or dietary restriction (e.g., containing gluten when a gluten-free option was requested), please contact us immediately. We will prioritize your request and arrange an appropriate remedy.

Exchanges are subject to the same eligibility conditions outlined in Section 2 of this policy and must be requested within the timeframes specified in Section 3.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Customer-Initiated Cancellations

• Before preparation begins: If you cancel your order before our kitchen begins preparing it, you are eligible for a full refund. To request a cancellation, contact us immediately via [email protected] or call us directly.
• After preparation has begun: Once our team has started preparing your order, cancellations may not be accepted, or only a partial refund may be offered to cover ingredients and labor costs already incurred.
• After dispatch for delivery: Orders that have already been dispatched for delivery cannot be canceled. You may still be eligible for a refund if the order is lost in transit or arrives in unsatisfactory condition.

9.2 Starbird Chicken Grill-Initiated Cancellations

In rare cases, we may need to cancel an order due to ingredient unavailability, staffing issues, technical errors, or other operational reasons. In such events:

• You will be notified as soon as possible via email or phone.
• A full refund will be issued automatically without the need for you to submit a request.
• We may offer a discount or store credit as a gesture of goodwill for any inconvenience caused.

10. Dispute Resolution Process

If you are unsatisfied with our decision regarding your refund request, we encourage you to follow the steps below to resolve the matter:

10.1 Internal Escalation

Contact our management team directly at [email protected] and request that your case be escalated to a senior team member or manager. Please include your original refund request details, the response you received, and the reason you are disputing the decision.

10.2 Third-Party Mediation

If an internal resolution cannot be reached, you may seek mediation through a neutral third-party mediation service. Both parties agree to attempt mediation in good faith before pursuing further legal action.

10.3 Consumer Protection Agencies

As a U.S.-based business, customers also have the right to file a complaint with the following organizations:

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

10.4 Legal Action

Nothing in this policy limits your right to pursue legal remedies available to you under the laws of the United States. Any legal disputes arising from this policy shall be governed by applicable federal and state law, and both parties consent to the jurisdiction of the courts in the applicable state.

11. Changes to This Refund Policy

Starbird Chicken Grill reserves the right to update or modify this Refund Policy at any time. Any changes will be reflected on this page with an updated "Last Updated" date. We encourage you to review this policy periodically to stay informed of any updates. Continued use of our services following any changes constitutes your acceptance of the revised policy.

12. Contact Us

If you have any questions about this Refund Policy, wish to submit a refund request, or need assistance with your order, please do not hesitate to get in touch with us using the contact information below: