Refund Policy

At Wing Snob, we are committed to delivering an exceptional food experience with every order. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing an order.

By placing an order through our website wingsnobeat.rest or any affiliated ordering platform, you agree to the terms set forth in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act.

1. Our Commitment to Customer Satisfaction

Wing Snob takes great pride in the quality of our food and service. Every order is prepared with care, using fresh ingredients and following strict quality standards. However, we recognize that issues can occasionally occur, including incorrect orders, quality concerns, or delivery problems. In such cases, we are fully committed to making things right for our customers.

Our refund and resolution process is designed to be fair, transparent, and straightforward. We encourage all customers to contact us as soon as possible if they experience any issue with their order so we can resolve it promptly and efficiently.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong flavor, wrong quantity, missing items).
• Food Quality Issues: The food received was significantly below our quality standards, including items that were undercooked, overcooked, spoiled, or otherwise inedible upon delivery or pickup.
• Missing Items: One or more items from your order were missing and were not delivered or provided at pickup.
• Delivery Failure: Your order was never delivered despite confirmation of payment and a valid delivery address.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Unauthorized Transaction: A charge was made to your payment method without your authorization.
• Allergic Reaction Risk: If you notified us of a food allergy and the order was prepared incorrectly in a manner that could cause harm, you may be eligible for a full refund.

To be eligible for a refund, the request must be made within the applicable timeframe as described in Section 3 below, and supporting documentation (such as photos of the food or order confirmation) may be required.

3. Timeframes for Refund Requests

Refund requests must be submitted within specific timeframes depending on the nature of the issue:

4. Non-Refundable Items and Services

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

• Orders where the customer simply changed their mind after preparation has begun.
• Customization errors resulting from incorrect information submitted by the customer during the ordering process.
• Promotional, discounted, or complimentary items provided free of charge.
• Delivery fees, service fees, and platform fees charged by third-party delivery services (these are subject to the refund policies of those third-party services).
• Gift cards, vouchers, or promotional credits already redeemed.
• Orders that have been partially or fully consumed, except in cases of documented food quality issues.
• Taste preferences — we cannot issue refunds based solely on personal taste preferences if the food was prepared correctly as ordered.
• Delayed deliveries caused by factors outside our control, including severe weather conditions, traffic, or third-party delivery carrier delays.

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

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

1. Step 1 — Gather Your Information: Before contacting us, have the following ready: your order confirmation number, the date and time of your order, the items you ordered, a description of the issue, and any supporting photos or evidence of the problem.
2. Step 2 — Contact Us: Reach out to our customer support team via email at [email protected] or through the contact form available on our website at wingsnobeat.rest. Please use the subject line "Refund Request — [Your Order Number]" for faster processing.
3. Step 3 — Provide Details: In your message, clearly describe the nature of your issue, the resolution you are requesting (full refund, partial refund, replacement), and attach any relevant photos or documentation.
4. Step 4 — Review and Acknowledgment: Our customer support team will acknowledge receipt of your refund request within 1 business day and begin the review process.
5. Step 5 — Resolution: We will review your claim and notify you of our decision within 3 to 5 business days. If approved, your refund will be processed according to the timelines outlined in Section 6.
6. Step 6 — Confirmation: Once the refund has been processed, you will receive a confirmation email with details of the refund amount and the expected timeline for funds to appear in your account.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times may vary depending on your original payment method:

Please note that Wing Snob processes refunds on our end within the stated timelines; however, the actual appearance of the refund in your account depends on your bank or financial institution's processing times, which are beyond our control.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following cases:

• Only a portion of your order contained an issue (e.g., one item out of several was missing or incorrect).
• The food quality issue affected only part of the order.
• A promotional discount was applied to your original order, and the refund will reflect the actual amount paid for the affected item(s).
• The order was partially consumed before the issue was reported, and the affected portion can be reasonably identified.
• Delivery fees are non-refundable in cases where the food itself was delivered but had a quality issue, unless the entire order is being refunded.

The amount of any partial refund will be determined based on our review of the reported issue, the items affected, and the amount paid for those specific items. We will clearly communicate the refund amount to you before processing.

8. Exchange Policy

Wing Snob offers order replacements in lieu of refunds in certain circumstances. If you received an incorrect item or an item with a quality issue, we may offer to replace the affected item(s) as an alternative to a monetary refund.

Exchange and replacement conditions include:

• Replacement orders are subject to item availability at the time of the exchange request.
• Replacements must be requested within the applicable timeframe specified in Section 3.
• For in-store or pickup orders, replacements may be available immediately upon returning the incorrect or defective item.
• For delivery orders, a replacement may be dispatched as a new delivery, subject to delivery area availability and timing.
• We reserve the right to offer store credit as an alternative where a replacement is not operationally feasible.
• Replacements are provided at no additional cost to the customer when the original issue was caused by an error on our part.

9. Cancellation Policy

Due to the perishable and time-sensitive nature of food preparation, our cancellation window is limited. Please review the following cancellation guidelines carefully:

9.1 Online and App Orders

Cancellations for online or app-based orders must be made within 5 minutes of placing the order and before preparation has begun. Once our kitchen staff begins preparing your order, cancellations will not be accepted, and a refund may not be available.

9.2 Pre-Orders and Catering Orders

For pre-orders or catering orders:

• Cancellations made more than 48 hours before the scheduled pickup or delivery time: Full refund.
• Cancellations made 24 to 48 hours before the scheduled time: 50% refund.
• Cancellations made less than 24 hours before the scheduled time: No refund, as ingredients and preparation resources will have already been committed.

9.3 How to Cancel

To cancel an order, contact us immediately at [email protected] with your order number and the reason for cancellation. We will confirm whether the cancellation is possible based on the preparation status of your order.

10. Third-Party Delivery Platforms

If you placed your order through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), the refund process may differ. In such cases:

• Refund requests for orders placed through third-party platforms must be submitted directly to that platform, as they process payments and may have their own refund policies.
• Wing Snob will cooperate with third-party platforms in resolving disputes related to food quality or order accuracy.
• Delivery fees charged by third-party platforms are governed solely by those platforms' policies and are not refundable by Wing Snob.

11. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the following options for dispute resolution:

11.1 Internal Escalation

You may request that your case be escalated to a senior member of our customer support team by contacting us at [email protected] and indicating that you wish to escalate your complaint. We will review the matter again and provide a final decision within 5 business days.

11.2 Chargeback Rights

If you believe a charge was made in error and we have been unable to resolve the matter to your satisfaction, you have the right to contact your bank or credit card issuer to initiate a chargeback under applicable payment network rules. We encourage customers to attempt to resolve issues with us directly before initiating a chargeback, as this allows us to resolve the matter more quickly and efficiently.

11.3 Consumer Protection Agencies

United States consumers also have the right to file a complaint with the Federal Trade Commission (FTC) at ftc.gov or with the consumer protection division of their state's Attorney General office. We are committed to complying with all applicable federal and state consumer protection regulations.

11.4 Informal Mediation

For unresolved disputes involving amounts greater than $100, both parties agree to first attempt resolution through informal mediation before pursuing formal legal proceedings. Contact us at [email protected] to initiate the mediation process.

12. Fraud Prevention

Wing Snob is committed to fair and honest dealings with all customers. We reserve the right to refuse refund requests that appear to be fraudulent, abusive, or submitted in bad faith. This includes but is not limited to:

• Repeated refund requests from the same customer without legitimate cause.
• Refund requests submitted after consuming the majority of the food without a valid documented reason.
• Submission of false or misleading information in support of a refund claim.

Customers found to be engaging in refund fraud may have their accounts suspended and may be reported to relevant authorities in accordance with applicable law.

13. Policy Updates

Wing Snob reserves the right to update or modify this Refund Policy at any time. Changes will be effective upon posting to our website at wingsnobeat.rest. We encourage customers to review this policy periodically. Continued use of our services after any changes to this policy constitutes acceptance of the updated terms.

14. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or general inquiries related to this policy, please contact our customer support team using the information below:

Our customer support team is available to assist you Monday through Friday, 9:00 AM to 6:00 PM (local time). We strive to respond to all inquiries within 1 business day.