Refund Policy

At Starbird Pizza Cafe, we are committed to delivering high-quality food and an exceptional customer experience. We understand that situations may arise where a refund or order adjustment is necessary. This Refund Policy outlines the conditions, procedures, and timeframes governing refunds, cancellations, exchanges, and dispute resolution for all orders placed through our website at starbirdpizzacafe.click or through any other ordering channels we operate.

Please read this policy carefully before placing an order. By completing a purchase with us, you acknowledge and agree to the terms described herein. If you have any questions, our customer support team is available to assist you at [email protected].

1. Our Commitment to Customer Satisfaction

Starbird Pizza Cafe takes pride in the quality and freshness of every item we prepare. Our kitchen team works diligently to ensure each order meets the highest food safety and quality standards. However, we recognize that errors can occur, and when they do, we are dedicated to making things right in a fair, timely, and transparent manner.

This policy applies to all orders placed online via starbirdpizzacafe.click, through third-party delivery platforms where applicable, by phone, or in person at our establishment. Certain terms may vary depending on the ordering channel used, and we will note those distinctions where relevant.

2. Eligibility Conditions for Refunds

Not all orders or circumstances automatically qualify for a refund. To be considered eligible for a full or partial refund, one or more of the following conditions must apply:

• Incorrect Order: You received items that were different from what you ordered (e.g., wrong protein, wrong toppings, wrong size).
• 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 picked up was undercooked, spoiled, contaminated, or otherwise not fit for consumption.
• Significant Delivery Delay: Your delivery order arrived substantially later than the estimated time provided at checkout, resulting in food that is no longer suitable to eat.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a system or processing error.
• Order Not Received: You did not receive your order, and our records confirm the delivery was not completed or the pickup was not fulfilled.
• Allergic Reaction Due to Mislabeling: If a confirmed allergen was present in your food contrary to the menu description or your specific request, and this is documented.

Refund eligibility is assessed on a case-by-case basis. Starbird Pizza Cafe reserves the right to request photographic evidence, order confirmation numbers, or other supporting documentation before approving a refund.

3. Non-Refundable Items and Situations

The following items and situations are generally not eligible for a refund:

4. Refund Request Timeframes

Timing is critical when it comes to refund requests, particularly for perishable food items. The following timeframes apply:

• Standard Refund Window: All refund requests must be submitted within 24 hours of receiving your order or the scheduled pickup time.
• Duplicate Charge Claims: Billing discrepancies must be reported within 7 calendar days of the transaction date.
• Order Not Received: If you did not receive your order, please contact us within 2 hours of the expected delivery or pickup time.
• Allergy-Related Claims: Must be reported within 24 hours and may require additional documentation from a medical provider.

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

We have made the refund request process as simple as possible. Please follow these steps to submit your request:

1. Gather Your Information: Have your order confirmation number, date of purchase, and payment method ready. If applicable, take clear photographs of the issue (e.g., wrong item, missing items, quality problem).
2. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: starbirdpizzacafe.click
3. Describe the Issue: Provide a clear and detailed description of the problem. Include your order number, the specific item(s) affected, and the nature of the issue.
4. Submit Supporting Evidence: If requested, upload photographs or other documentation to support your claim. This helps us process your request more efficiently.
5. Await Review: Our customer support team will review your request within 1–2 business days and respond to you via the contact information provided.
6. Receive a Decision: You will be notified whether your refund has been approved, partially approved, or denied, along with an explanation of the decision.
7. Refund Issued: If approved, your refund will be processed according to the timelines outlined in Section 6 below.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, your financial institution or payment provider may take additional time to post the credit to your account. Starbird Pizza Cafe is not responsible for delays caused by third-party payment processors or banks.

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Partial refunds may be issued under the following conditions:

• Only some items in your order were incorrect or missing, and the rest of the order was delivered accurately.
• The food quality was partially compromised — for example, one pizza in a multi-item order was unsatisfactory, but others were fine.
• A significant but not complete delivery delay occurred, and portions of the order were consumed prior to the complaint.
• A promotional discount or coupon was applied to the original order, affecting the refundable value of the transaction.

In all partial refund scenarios, we will calculate the refundable amount based on the original price of the affected item(s), minus any applicable discounts or delivery fees proportionate to those items. Our team will communicate the calculated partial refund amount clearly before processing.

8. Exchange Policy

Because we serve freshly prepared food, traditional product exchanges are not always possible. However, we do offer the following options as alternatives to a monetary refund in certain eligible situations:

• Order Replacement: If your order was incorrect or significantly flawed and you are at or near our location, we may offer to prepare and deliver or make available a replacement order at no additional charge. This option is subject to availability and our team's discretion.
• Store Credit: Instead of a monetary refund, customers may opt to receive store credit of equivalent value, which can be applied to a future order at starbirdpizzacafe.click. Store credit does not expire and has no minimum order requirement for redemption.
• Complementary Item on Next Visit: For minor issues (e.g., a side item was missing), we may offer a complimentary replacement on your next order rather than processing a full refund.

Exchanges or replacements are offered at the sole discretion of Starbird Pizza Cafe management and are subject to the same eligibility conditions as standard refunds.

9. Cancellation Policy

We understand that plans can change. However, due to the nature of fresh food preparation, our cancellation policy is time-sensitive:

9.1 Online Orders

• Within 5 minutes of placing your order: You may cancel your order for a full refund. Please contact us immediately via email or through our website.
• After 5 minutes but before preparation begins: Cancellations may be accepted at our discretion. A partial refund or store credit may be offered.
• After food preparation has begun: Cancellations are generally not accepted, and no refund will be issued. Food preparation typically begins within 5–10 minutes of order confirmation.

9.2 Scheduled/Pre-Orders

If you have placed a scheduled or advance order, you may cancel it up to 2 hours before the scheduled preparation or pickup time for a full refund. Cancellations made within 2 hours of the scheduled time may result in a partial refund or store credit only.

9.3 Catering or Large Group Orders

Cancellations of catering orders or large group orders must be made at least 48 hours in advance to receive a full refund. Cancellations made within 48 hours may be subject to a cancellation fee of up to 50% of the total order value to cover ingredient and preparation costs already incurred.

10. Third-Party Delivery Platform Orders

If your order was placed through a third-party food delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please be aware of the following:

• Refund and cancellation policies for third-party platform orders are primarily governed by the respective platform's own terms and policies.
• We encourage you to contact the delivery platform's customer support directly for order issues related to delivery performance, driver conduct, or app-related errors.
• For issues directly related to food quality, missing items, or incorrect orders that originate from our kitchen, you may also contact us at [email protected], and we will work with the platform to resolve the matter.

11. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, Starbird Pizza Cafe offers a structured dispute resolution process to ensure all concerns are addressed fairly:

Step 1: Internal Escalation

If your initial refund request is denied or you disagree with the resolution offered, you may request an escalation to a senior customer service representative or manager. Submit your escalation request to [email protected] with the subject line "Refund Dispute — Escalation Request" and include your original case or order number. We will respond within 3 business days.

Step 2: Good-Faith Negotiation

Our management team is committed to resolving disputes through good-faith communication. We will review all evidence provided and work with you to reach a mutually acceptable resolution. This may include an adjusted refund amount, store credit, or another form of compensation.

Step 3: Consumer Protection Resources

If an internal resolution cannot be reached, you have the right to contact the following consumer protection authorities:

• Federal Trade Commission (FTC): www.ftc.gov — The FTC enforces consumer protection laws under the FTC Act and accepts consumer complaints.
• Consumer Financial Protection Bureau (CFPB): For disputes related to payment processing or billing — www.consumerfinance.gov
• State Attorney General's Office: Depending on your state of residence, your local Attorney General's office may handle food business and consumer complaint matters.
• Better Business Bureau (BBB): www.bbb.org — You may file a complaint or review businesses through the BBB.

Step 4: Chargeback Rights

You retain the right to initiate a chargeback with your credit card issuer or bank if you believe you have been wrongfully charged and we have failed to resolve the matter. We ask that you contact us first before initiating a chargeback, as we are committed to resolving issues directly and promptly. Chargebacks initiated without prior contact may affect your ability to place future orders with Starbird Pizza Cafe.

12. California Customers — Additional Rights (CCPA/CPRA)

If you are a California resident, you may have additional rights under the California Consumer Privacy Act (CCPA) and the California Privacy Rights Act (CPRA) regarding the personal data collected during your transaction. Please refer to our Privacy Policy at starbirdpizzacafe.click for complete details regarding your data rights. Refund requests do not waive any rights you may have under California consumer protection law, including rights under California's Consumers Legal Remedies Act (CLRA) or the Unfair Competition Law (UCL).

13. Food Safety and Health Concerns

If you believe a food item caused illness or an adverse health reaction, please contact us immediately. Your health and safety are our top priority. In addition to submitting a refund request, we encourage you to:

• Seek medical attention if needed.
• Report the concern to your local health department or the FDA's MedWatch program if applicable.
• Retain any remaining food and packaging, as this may be needed for investigation.

We take all food safety complaints extremely seriously and will cooperate fully with any regulatory investigation.

14. Amendments to This Policy

Starbird Pizza Cafe reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at starbirdpizzacafe.click, with the updated effective date noted at the top of this page. We encourage customers to review this policy periodically. Continued use of our services after any changes constitutes acceptance of the updated policy.

15. Contact Information for Refund Requests

For all refund inquiries, cancellation requests, or order-related concerns, please contact us using the information below. Our customer support team is available during regular business hours and will respond to all inquiries as quickly as possible.

This Refund Policy was last reviewed and updated on July 18, 2026. It is intended for customers of Starbird Pizza Cafe operating through starbirdpizzacafe.click and is subject to applicable United States federal and state consumer protection laws.