Refund Policy

At Wing Snob, we are committed to delivering a satisfying dining and ordering experience to every customer. We understand that situations may arise where an order does not meet your expectations, and we want to ensure that any concerns are handled fairly, promptly, and transparently. This Refund Policy outlines your rights and our obligations regarding refund requests, cancellations, exchanges, and dispute resolution for all orders placed through our website at wingsnobkitchen.rest or through any affiliated ordering channels.

Please read this policy carefully before placing an order. By completing a purchase with Wing Snob, you acknowledge that you have read, understood, and agreed to the terms outlined below.

1. Eligibility for Refunds

Wing Snob will consider refund requests under the following qualifying conditions:

• Incorrect Order: You received an item or items that were different from what you ordered.
• Missing Items: One or more items included in your order confirmation were not delivered or included in your order.
• Food Quality Issues: The food delivered or prepared was in an unsatisfactory condition, including being significantly undercooked, overcooked, spoiled, or otherwise not meeting reasonable food quality standards.
• Allergic Reactions or Mislabeling: You were served an item that contained an allergen not disclosed at the time of ordering, provided that the allergy or dietary requirement was clearly communicated during the ordering process.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error on our platform.
• Order Not Delivered: Your order was placed and confirmed but never delivered within the estimated delivery window and no reasonable explanation was provided by Wing Snob or our delivery partner.

Refund eligibility is assessed on a case-by-case basis. Wing Snob reserves the right to request supporting evidence, including photographs, order confirmation numbers, and payment receipts, before approving any refund.

2. Timeframes for Refund Requests

To be eligible for a refund, you must report your concern within the timeframes specified below:

Refund requests submitted after the applicable deadline may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issue is identified.

3. Non-Refundable Items and Circumstances

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

• Orders where the customer simply changed their mind after the order was confirmed and preparation began.
• Food items that have been fully consumed before a complaint is submitted, except in cases involving genuine health or safety concerns.
• Customization requests that were correctly fulfilled but later found to be unsatisfactory due to personal taste preferences.
• Delays caused by circumstances beyond our control, including severe weather, traffic disruptions, or third-party delivery carrier issues.
• Promotional items, complimentary add-ons, or free items included as part of a special offer.
• Gift cards, store credits, or digital vouchers purchased through our platform.
• Delivery fees and service charges, unless the non-delivery of an order has been confirmed and verified by Wing Snob.
• Orders placed through third-party delivery applications such as DoorDash, Uber Eats, Grubhub, or similar platforms — refund requests for such orders must be directed to the respective third-party platform.

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

If you believe you are entitled to a refund, please follow the steps outlined below to ensure your request is processed as efficiently as possible:

1. Gather Your Order Information: Locate your order confirmation email or receipt. Note your order number, the date and time of your order, and the specific item(s) in question.
2. Document the Issue: If your concern relates to food quality, incorrect items, or missing items, take clear photographs of the food or the contents of the order as received. These images may be requested to support your claim.
3. Contact Wing Snob: Reach out to our customer service team using one of the contact methods listed at the end of this policy. We recommend contacting us via email at [email protected] for a documented record of your request.
4. Provide Required Details: In your refund request, include the following information:
   • Full name and contact information
   • Order number and date of order
   • Description of the issue
   • Supporting photos or documentation (if applicable)
   • Your preferred refund method (original payment method or store credit)
5. Await Confirmation: Our team will acknowledge your request within 1–2 business days and may follow up with additional questions before a decision is made.
6. Refund Decision: Once your request is reviewed and approved, we will notify you by email and initiate the refund or resolution according to the terms in this policy.

5. Refund Processing Times by Payment Method

Once a refund has been approved by Wing Snob, the timeline for funds to be returned to you will depend on your original payment method:

Please note that while Wing Snob processes refunds promptly upon approval, the timing of when funds appear in your account may be affected by your financial institution's processing schedule. Wing Snob is not responsible for delays caused by banks or payment processors once the refund has been initiated on our end.

6. Partial Refunds

In certain situations, Wing Snob may issue a partial refund rather than a full refund. Partial refunds may apply under the following conditions:

• Only a portion of the ordered items were missing, incorrect, or unsatisfactory.
• An order was partially consumed before the issue was identified, and only a portion of the items are subject to the refund claim.
• A discount, promotional code, or coupon was applied to the original order, in which case the refund amount will be calculated based on the actual amount paid rather than the full retail price.
• Wing Snob is able to remedy part of the order issue (e.g., by re-preparing a specific item) but not the full order.

The determination of whether a full or partial refund is appropriate rests with Wing Snob's customer service team and will be communicated clearly to the customer prior to processing.

7. Exchange Policy

Wing Snob does not operate as a traditional retail establishment, and as such, exchanges function differently than in product-based businesses. However, we do offer the following exchange and re-preparation options:

• Order Replacement: If your order contained incorrect or significantly unsatisfactory items, Wing Snob may, at its discretion, offer to re-prepare and deliver or make available the correct item(s) in lieu of a monetary refund.
• Menu Substitutions: If a specific menu item is unavailable at the time of your visit or order, our team will contact you to offer a comparable substitution. If no suitable substitution is available, a full refund for that item will be issued.
• In-Store Exchange: For orders placed in person, exchanges may be handled directly at our location, subject to availability and the nature of the complaint. Please speak with a manager on duty to discuss your options.

Exchange and replacement options are offered at Wing Snob's discretion and are subject to operational constraints, including kitchen availability and hours of operation.

8. Cancellation Policy

We understand that plans can change. The following cancellation terms apply to all orders placed with Wing Snob:

8.1 Online and Phone Orders

• Orders may be cancelled without charge if the cancellation request is made within 5 minutes of order placement, provided that food preparation has not yet begun.
• Once food preparation has commenced, cancellations may not be accepted, and a refund may not be available.
• To cancel an order, you must contact Wing Snob immediately by phone or email using the contact details provided at the end of this policy.

8.2 Catering and Large Group Orders

• Catering orders or large group orders (typically orders exceeding $150 in value) require at least 24 hours' notice for cancellation to receive a full refund.
• Cancellations made between 12 and 24 hours before the scheduled order time may be subject to a cancellation fee of up to 25% of the total order value to cover ingredient and preparation costs.
• Cancellations made less than 12 hours before the scheduled order time may not be eligible for a refund.

8.3 Pre-Orders and Scheduled Orders

• Pre-orders or orders scheduled for a future date or time may be cancelled up to 2 hours before the scheduled preparation time for a full refund.
• Cancellations made within 2 hours of the scheduled preparation time will be handled on a case-by-case basis.

9. Dispute Resolution Process

Wing Snob is committed to resolving customer concerns in good faith and in a timely manner. If you are dissatisfied with the outcome of a refund request or any other issue related to your order, the following dispute resolution process applies:

9.1 Internal Review

If you disagree with the initial decision made regarding your refund request, you may escalate the matter by requesting a formal internal review. To do so, contact our customer service team at [email protected] and clearly state that you are requesting an escalation. Include your original request details, the response you received, and the reason for your disagreement. A senior member of our team will review your case within 5 business days and provide a final written decision.

9.2 Consumer Protection Resources

As a business operating in the United States, Wing Snob operates in compliance with applicable federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive practices in commerce. If you believe your consumer rights have been violated, you may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP (1-877-382-4357)
• Your State Attorney General's Office — contact information varies by state
• Better Business Bureau (BBB): www.bbb.org

9.3 Chargebacks

We encourage customers to contact Wing Snob directly before initiating a chargeback with their bank or credit card provider. We are committed to resolving legitimate concerns internally and promptly. If a chargeback is filed without prior contact with Wing Snob, we reserve the right to contest the chargeback and provide our payment processor with all relevant order documentation. Customers who have an ongoing refund request with Wing Snob should not simultaneously file a chargeback for the same transaction, as this may delay resolution.

10. Third-Party Ordering Platforms

11. Changes to This Refund Policy

Wing Snob reserves the right to modify or update this Refund Policy at any time. Any changes will be reflected on this page with an updated effective date. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services after changes are posted constitutes your acceptance of the revised policy.

12. Contact Us

If you have questions about this Refund Policy or would like to submit a refund request, please contact our customer service team using the information below. We are here to help and will do our best to resolve your concern promptly and professionally.