Refund Policy

At Wing Snob, we are committed to delivering a high-quality dining experience and ensuring customer satisfaction with every order. We understand that issues may occasionally arise, and this Refund Policy outlines your rights and our procedures for handling refund requests, cancellations, and disputes in a fair and transparent manner.

Please read this policy carefully before placing an order through our website at wingsnob-new.rest or through any affiliated ordering platform. By completing a purchase with Wing Snob, you acknowledge and agree to the terms set forth in this Refund Policy.

1. General Refund Philosophy

Wing Snob takes pride in the quality of our food and service. Because our products are perishable food items prepared fresh to order, our refund policy is necessarily different from that of a traditional retail store. We evaluate each refund request on a case-by-case basis, balancing our commitment to customer satisfaction with the operational realities of food preparation and delivery.

We comply with all applicable United States consumer protection laws, including guidelines issued by the Federal Trade Commission (FTC) under the FTC Act, as well as any applicable state and local regulations governing food service businesses.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received items that do not match what you ordered (e.g., wrong flavor, wrong quantity, or missing items from your order).
• Food Quality Issues: The food you received was undercooked, spoiled, contaminated, or otherwise unfit for consumption upon delivery or pickup.
• Significant Delivery Delay: Your order was delivered significantly later than the estimated delivery time provided at checkout, rendering the food unsuitable for consumption.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical or processing error.
• Order Not Received: You did not receive your order and there is no delivery confirmation, and the issue was not caused by an incorrect address provided by the customer.
• Allergen Errors: You clearly specified a food allergy or dietary restriction during ordering, and the food you received contained the allergen or ingredient you requested be excluded.

Refund eligibility is subject to verification. Wing Snob reserves the right to request photographic evidence, order confirmation details, or other documentation to validate your claim before processing any refund.

3. Timeframes for Refund Requests

To be eligible for a refund, you must submit your request within the following timeframes:

4. Non-Refundable Items and Situations

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

• Change of mind: Refunds are not issued simply because you changed your mind after placing or receiving an order.
• Consumed orders: If the majority of the food has been consumed before a complaint is made, a refund will typically not be issued.
• Incorrect address provided: If an order was not delivered because the customer provided an incorrect or incomplete delivery address, no refund will be issued.
• Third-party delivery errors: If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, etc.), refund requests must be directed to that platform, as Wing Snob does not control third-party delivery operations.
• Promotional or discounted items: Items purchased at a promotional or deeply discounted rate may be subject to modified refund terms as disclosed at the time of purchase.
• Customization errors made by the customer: If you customized your order and the product was prepared correctly according to your specifications, no refund will be issued for dissatisfaction with that customization.
• Gift cards and promotional credits: These are non-refundable and cannot be exchanged for cash.

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

To request a refund from Wing Snob, please follow these steps carefully:

1. Step 1 – Gather Your Information: Locate your order confirmation number, the date and time of your order, and any evidence of the issue (such as photographs of the incorrect or damaged food).
2. Step 2 – Contact Us Promptly: Reach out to our customer support team within the applicable timeframe listed in Section 3. You may contact us by email at [email protected] or through the contact form on our website at wingsnob-new.rest.
3. Step 3 – Describe the Issue: In your message, clearly describe the problem with your order, including the specific items affected, the nature of the issue, and when you received the order.
4. Step 4 – Submit Supporting Evidence: Where applicable, attach photographs or screenshots that support your claim. This step is not always required but significantly expedites the review process.
5. Step 5 – Await Our Response: Our customer support team will review your request and respond within 2 business days. We may request additional information during this review period.
6. Step 6 – Refund Decision: Once we have reviewed all relevant information, we will notify you of our decision by email. If approved, your refund will be processed according to the timelines described in Section 6.

6. Refund Processing Times by Payment Method

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

Please note that Wing Snob initiates refunds on our end promptly upon approval, but the actual timing of when funds appear in your account is subject to your bank's or payment processor's policies, which are beyond our control.

7. Partial Refunds

In some circumstances, Wing Snob may issue a partial refund rather than a full refund. Partial refunds may apply in the following situations:

• Only certain items in your order were incorrect or missing, and the rest of the order was satisfactory.
• The food quality was substandard for a portion of your order but acceptable for the remaining items.
• A delivery delay affected only part of your order or the delay was minor but still caused inconvenience.
• The customer had consumed a significant portion of the order before identifying an issue.

The amount of a partial refund will be determined based on the value of the affected items and the nature of the complaint. Wing Snob's customer support team will communicate the partial refund amount clearly before processing.

8. Exchange Policy

Because we serve freshly prepared food, traditional product exchanges are not always feasible in the way they might be for non-perishable retail goods. However, Wing Snob is committed to making things right. Our exchange options include:

• Order Replacement: If you received incorrect items and report the issue within 2 hours of delivery, we may offer to prepare and send a replacement order at no additional charge, subject to availability and operational feasibility.
• Account Credit: In lieu of a cash refund or replacement, we may offer store credit to your Wing Snob account, which can be applied to future orders. Store credit does not expire and has no minimum redemption amount.
• Complimentary Items: In cases involving minor quality concerns, we may offer complimentary items or add-ons on your next order as a gesture of goodwill.

All exchange options are offered at Wing Snob's discretion and subject to the eligibility conditions outlined in this policy.

9. Cancellation Policy

We understand that plans change. The following cancellation terms apply to orders placed directly through Wing Snob:

9.1 Online and Phone Orders

• Before Preparation Begins: If you cancel your order before our kitchen has started preparing it, you are entitled to a full refund. Cancellations must be made immediately after placing the order — typically within 5 minutes.
• After Preparation Has Begun: Once our kitchen staff has started preparing your order, we are unable to issue a full refund. In some cases, a partial refund or store credit may be offered at our discretion.
• After Dispatch for Delivery: Orders that have already been dispatched for delivery cannot be cancelled, and no refund will be issued for the cancellation itself.

9.2 In-Store Orders

For orders placed in person at our location, cancellations must be requested before the order ticket has been submitted to the kitchen. Once the order has been sent to the kitchen, cancellations cannot be accepted.

9.3 Catering and Bulk Orders

Catering and large-quantity orders have separate cancellation terms that will be communicated in writing at the time of booking. Typically, catering orders require at least 48 hours' notice for cancellation to be eligible for a full refund. Cancellations made less than 48 hours before the scheduled fulfillment time may be subject to a cancellation fee of up to 50% of the total order value.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, Wing Snob offers the following escalation process:

10.1 Internal Escalation

If you believe your refund request was not handled fairly, you may request that your case be escalated to a senior member of our customer support team or management. To initiate an escalation, contact us at [email protected] with the subject line "Refund Escalation Request" and include your original order number and a summary of the issue and prior communication.

10.2 Chargeback Rights

You have the right to dispute a charge directly with your credit card issuer or bank if you believe a charge was unauthorized or if your refund request was not resolved to your satisfaction. Under the Fair Credit Billing Act (FCBA), credit card holders have the right to dispute billing errors within 60 days of receiving their billing statement. We encourage you to attempt to resolve the issue directly with Wing Snob before initiating a chargeback, as chargebacks may affect your ability to place future orders with us.

10.3 Consumer Protection Resources

Consumers in the United States may also seek assistance from the following resources:

• Federal Trade Commission (FTC): www.ftc.gov — Report unfair or deceptive business practices.
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov — For billing and payment disputes.
• Better Business Bureau (BBB): www.bbb.org — File a complaint or review.
• Your State Attorney General's Office: For state-level consumer protection complaints.

10.4 Informal Mediation

Prior to pursuing any formal legal remedy, we encourage both parties to attempt informal mediation. Wing Snob is genuinely committed to resolving disputes amicably and will work in good faith to find a mutually agreeable solution.

11. Food Safety Concerns

If you believe that food you received from Wing Snob caused a foodborne illness or other health concern, please contact us immediately and also consider reporting the incident to your local or state health department. The health and safety of our customers is our highest priority, and we take all such reports extremely seriously.

In the United States, food safety concerns may also be reported to the U.S. Food and Drug Administration (FDA) at www.fda.gov or the Centers for Disease Control and Prevention (CDC) at www.cdc.gov.

12. Changes to This Refund Policy

Wing Snob reserves the right to update or modify this Refund Policy at any time. Any changes will be effective upon posting to our website at wingsnob-new.rest. We encourage you to review this policy periodically. Your continued use of our services after any changes are posted constitutes your acceptance of the updated policy.

13. Contact Information

For all refund requests, questions about this policy, or any other customer service matters, please reach out to us using the contact information below. Our customer support team is available to assist you and will respond to all inquiries within 2 business days.