Refund Policy

At Wing Snob, we are committed to delivering a satisfying dining experience with every order. We understand that occasionally things may not go as expected. This Refund Policy outlines your rights and our obligations regarding refunds, cancellations, exchanges, and dispute resolution. Please read this policy carefully before placing an order through our website at mywingsnob.rest.

1. General Overview

Wing Snob operates as a food service business in the United States. Because we deal in perishable food products, our refund policy is designed to be fair while accounting for the unique nature of food orders. We comply with applicable consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) Act and relevant state consumer protection statutes.

By placing an order with Wing Snob — whether online through mywingsnob.rest, by phone, or through a supported third-party platform — you agree to the terms outlined in this Refund Policy.

2. Eligibility for Refunds

We want every customer to enjoy their Wing Snob experience. Refunds may be issued under the following qualifying circumstances:

2.1 Qualifying Reasons for a Full or Partial Refund

• You received an incorrect order (wrong items, wrong flavors, wrong quantities).
• Your order arrived in an unsatisfactory condition due to our error (e.g., food was improperly prepared, significantly undercooked, or spoiled upon delivery).
• Your order was not delivered and there is no confirmation of delivery from our team or a third-party courier.
• You were charged incorrectly (duplicate charge, wrong amount billed).
• Your order was significantly delayed beyond our stated estimated delivery time due to factors within our control, resulting in the food being unacceptable upon arrival.
• A technical or system error on our website resulted in an unintended or unauthorized charge.

2.2 Non-Qualifying Reasons

Refunds will generally not be issued in the following situations:

• You simply changed your mind after the order was confirmed and preparation had begun.
• You selected incorrect items, flavors, or quantities and the order was prepared as requested.
• Delays caused by factors outside our control, including severe weather, traffic, or third-party delivery service disruptions.
• Complaints submitted more than 48 hours after the order was received or was scheduled to be received.
• Partial consumption of the food item before raising a complaint (unless the issue was discovered mid-meal and immediately reported).
• Personal taste preferences or dissatisfaction with flavor choices that were accurately described on our menu.
• Orders placed through unauthorized third-party platforms not officially affiliated with Wing Snob.

3. Timeframes for Refund Requests

To be eligible for a refund, you must contact us within the following timeframes:

We strongly encourage customers to contact us as soon as possible after identifying an issue. Requests submitted outside these windows may not be eligible for a refund, though we will review each case at our discretion.

4. Non-Refundable Items and Services

The following are generally non-refundable:

• Delivery fees — unless the non-delivery was caused entirely by our error or the error of a courier contracted by Wing Snob.
• Service fees or platform fees — when applicable and disclosed at checkout.
• Tips and gratuities — voluntarily added by the customer at the time of checkout.
• Promotional or discounted items — items purchased using special promotions, discount codes, or limited-time offers are generally not eligible for refunds unless there is a verifiable quality or fulfillment issue.
• Gift cards and store credits — once issued, these are non-refundable and cannot be exchanged for cash.
• Special event or catering orders — once a catering or bulk order has been confirmed and preparation has begun, cancellations and refunds are subject to the specific terms outlined in your catering agreement.

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

To submit a refund request, please follow the steps below:

1. Gather your order information: Have your order number, the date and time of your order, and the email address used to place the order ready before contacting us.
2. Document the issue: If applicable, take clear photographs of the incorrect or unsatisfactory food items. Visual evidence significantly speeds up our review process.
3. Contact us directly: Reach out to our customer support team using one of the contact methods listed in Section 11 of this policy. Include your order number, a description of the issue, and any supporting photos.
4. Wait for a confirmation: Our team will acknowledge receipt of your refund request within 1–2 business days.
5. Review and determination: We will investigate your claim, which may involve reviewing order logs, delivery records, and any photographic evidence you provide. We will reach a decision within 3–5 business days.
6. Refund issuance: If your refund is approved, it will be processed according to the payment method timelines described in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, please allow the following timeframes for the funds to be reflected in your account:

Please note that Wing Snob initiates the refund on our end promptly, but the time for the funds to appear in your account depends on your financial institution's processing times, which are outside our control.

7. Partial Refunds

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

• Only a portion of your order was incorrect or unsatisfactory (e.g., one item out of multiple items was wrong).
• The food arrived with a minor quality issue that did not render the entire order inedible.
• You received your order late but still accepted and consumed the food.
• A promotional discount or coupon was applied to the order, and only the non-discounted value of the affected item(s) is eligible for a refund.
• Catering or bulk orders where only a portion of the items did not meet the agreed-upon standards.

The amount of a partial refund will be determined by Wing Snob on a case-by-case basis, taking into account the nature and extent of the issue.

8. Exchange Policy

Due to the perishable nature of food products, direct item exchanges are generally not possible for delivered or picked-up orders. However, we will work with you to find a satisfactory solution:

• If you received an incorrect item, we may offer to re-prepare and re-deliver the correct item at no additional charge, subject to availability and operational hours.
• If a re-delivery is not feasible, we will issue a refund or store credit for the incorrect item(s).
• For in-store or pick-up orders where an error is identified immediately at the time of pick-up, we will correct the order on the spot whenever possible.

Exchange requests must be made at the time of delivery or pick-up, or within the timeframes outlined in Section 3 of this policy.

9. Cancellation Policy

We begin preparing your food order as quickly as possible after it is placed. As a result, our cancellation window is very limited.

9.1 Online and Phone Orders

• Orders may be cancelled for a full refund only if the cancellation request is received within 5 minutes of the order being placed and before food preparation has begun.
• Once food preparation has commenced, cancellations will not be accepted, and no refund will be issued.
• To cancel an order, contact us immediately by phone or email using the information listed in Section 11.

9.2 Catering and Large Group Orders

• Catering orders cancelled 72 hours or more before the scheduled event date will receive a full refund.
• Catering orders cancelled between 24 and 72 hours before the scheduled event date will receive a 50% refund.
• Catering orders cancelled less than 24 hours before the scheduled event date are non-refundable.
• Any deposits paid for catering orders cancelled less than 24 hours in advance will be forfeited.

9.3 Orders Placed Through Third-Party Platforms

If you placed your order through a third-party delivery platform (e.g., DoorDash, Uber Eats, Grubhub), cancellation policies are governed by that platform's terms and conditions. Please contact the respective platform directly for cancellation assistance. Wing Snob is not responsible for refunds processed through third-party platforms.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, or if a billing dispute has arisen, please follow the steps below:

10.1 Internal Escalation

1. Submit a written complaint to our email at [email protected], clearly marked "REFUND DISPUTE" in the subject line.
2. Include your original refund request details, the response you received, and the reasons you believe the decision was incorrect.
3. A senior member of our team will review your case within 5 business days and respond with a final determination.

10.2 External Resolution

If you remain dissatisfied after our internal escalation process, you have the following options:

• Contact your payment provider or bank: You may initiate a chargeback through your credit or debit card issuer. We ask that you attempt resolution with us first, as required under the FTC's guidelines on fair billing practices.
• File a complaint with the FTC: You may submit a complaint to the Federal Trade Commission at reportfraud.ftc.gov.
• Contact your state's consumer protection office: Each U.S. state has a consumer protection division that handles disputes related to food services and online businesses. Contact your respective state attorney general's office for assistance.
• Better Business Bureau (BBB): You may file a complaint or review through the BBB at www.bbb.org.

11. Contact Information for Refund Requests

For all refund inquiries, cancellation requests, or related questions, please reach out to us using any of the following methods:

When contacting us, please include the following information to help us process your request efficiently:

• Your full name
• Email address used to place the order
• Order number or confirmation number
• Date and time of the order
• Description of the issue
• Photographs (if applicable)
• Your preferred refund method

Our customer support team is available during regular business hours. We strive to respond to all inquiries within 1–2 business days.

12. Policy Updates

Wing Snob reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at mywingsnob.rest with a revised effective date. Continued use of our services following the posting of any changes constitutes your acceptance of the updated policy. We encourage you to review this policy periodically.