Refund Policy

At Wing Snob, we are committed to delivering an exceptional dining experience and ensuring complete customer satisfaction with every order. We understand that issues can occasionally arise, and this Refund Policy outlines your rights and our obligations when things do not go as expected. Please read this policy carefully before placing an order through our website at snob-wing.digital or through any of our affiliated ordering platforms.

By placing an order with Wing Snob, you agree to the terms outlined in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive practices in commerce.

1. Our Commitment to Customer Satisfaction

Wing Snob takes pride in the quality of our food and service. Every order is prepared fresh with high-quality ingredients. However, we recognize that mistakes can happen — whether it's an incorrect order, a missing item, a quality concern, or a delivery issue. In such cases, we are here to make it right.

Our customer support team is available to review your concerns, assess refund eligibility, and process approved refunds as quickly as possible. We aim to resolve all refund requests in a fair, transparent, and timely manner.

2. Eligibility Conditions for Refunds

Refund requests will be considered eligible under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong flavor, wrong size, wrong quantity).
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Food Quality Issues: The food delivered was spoiled, undercooked, overcooked, or otherwise unfit for consumption at the time of delivery.
• Allergen Concerns: An item was prepared with an ingredient that was not disclosed and caused an adverse reaction, provided that the allergen information was not listed on our menu or was specifically excluded upon ordering.
• Order Never Received: Your order was confirmed and payment was processed, but the order was never delivered and there is no evidence of delivery.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Significant Delivery Delay: Your order arrived significantly later than the estimated delivery time provided at checkout, and the food quality was compromised as a result.

All refund requests are subject to review and verification. Wing Snob reserves the right to request supporting documentation, including photographs of the food, order confirmation details, or other evidence to process your claim.

3. Timeframes for Refund Requests

To be considered for a refund, your request must be submitted within the following timeframes:

4. Non-Refundable Items and Situations

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

• Change of Mind: Refunds will not be issued simply because you changed your mind about an order after it has been confirmed and preparation has begun.
• Consumed Food: If the majority of the food has been consumed before a quality complaint is submitted, refunds will not typically be granted.
• Incorrect Address Provided: If an order was not delivered due to an incorrect delivery address provided by the customer, a refund will not be issued.
• Spicy Level Preferences: Refunds will not be issued for personal taste preferences, including heat level dissatisfaction, unless an error was made on our part (e.g., wrong flavor level applied).
• Promotional and Discounted Orders: Items purchased under special promotions, discounts, or limited-time offers may have restricted or no refund eligibility. Check specific offer terms at the time of purchase.
• Third-Party Delivery Errors: Where a third-party delivery service (e.g., DoorDash, Uber Eats, Grubhub) is responsible for a delivery error or delay, the refund process is governed by that platform's own policies, and Wing Snob's ability to issue refunds may be limited.
• Customization Requests Not Noted: If special customization instructions were not clearly communicated at the time of ordering and the food was prepared according to standard menu specifications, a refund will not be issued.

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

Follow these steps to submit a refund request with Wing Snob:

1. Step 1 — Gather Your Information: Locate your order confirmation number, the date and time of your order, the items in question, and your payment method. Having this information ready will speed up the review process.
2. Step 2 — Document the Issue: If possible, take clear photographs of the food or packaging that shows the problem (e.g., wrong item, missing items, food quality issues). This documentation will help support your claim.
3. Step 3 — Contact Us: Reach out to our customer support team via email at [email protected]. Please include your order number, a description of the issue, and any supporting photos in your message.
4. Step 4 — Await Confirmation: Our team will acknowledge receipt of your request within 1 business day. We may reach out for additional information or clarification.
5. Step 5 — Review Process: Our team will review your request and make a decision within 3 to 5 business days. You will be notified by email of the outcome.
6. Step 6 — Refund Issued: If your request is approved, the refund will be processed according to the timelines outlined below under Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing timeline varies depending on the original payment method used:

Please note that while Wing Snob processes refunds promptly upon approval, the time it takes for the refund to appear in your account is also dependent on your bank or financial institution. If you have not received your refund within the timeframes listed above, please contact your bank before reaching out to us.

7. Partial Refunds

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

• Only specific items in an order were incorrect or missing, while the remainder of the order was fulfilled correctly.
• A portion of the food was consumed prior to the discovery of a quality issue.
• The order was partially correct but one or more items did not meet quality standards.
• A delivery delay affected only part of a multi-item order (e.g., some items arrived cold while others were satisfactory).
• A discount or coupon was applied to the order and only the net amount paid for the affected item(s) is eligible for refund.

Partial refund amounts are determined at the sole discretion of Wing Snob based on the nature and extent of the issue reported. We will always communicate clearly the amount being refunded and the reason for any adjustment.

8. Exchange Policy

Wing Snob does not offer traditional product exchanges as our menu consists of freshly prepared food items. However, we understand that mistakes happen, and in appropriate circumstances, we may offer a replacement order in lieu of a monetary refund.

Replacement orders may be offered when:

• An incorrect item was delivered and the correct item can be prepared and delivered within a reasonable timeframe.
• A missing item can be sent out in a separate delivery at no additional cost to the customer.
• A food quality issue is reported promptly and a fresh replacement is feasible given the time and location of the customer.

If you prefer a replacement rather than a monetary refund, please indicate this when contacting our support team. Replacements are subject to availability and operational feasibility. In cases where a replacement is not possible, a full or partial monetary refund will be offered instead.

9. Cancellation Policy

Because our food is prepared fresh immediately after an order is placed, our ability to accept cancellations is limited. Please review the following cancellation terms carefully:

9.1 Online Orders

Orders placed through snob-wing.digital may be cancelled within 5 minutes of placement if preparation has not yet begun. After this window, cancellations are generally not accepted as the order is typically already in preparation.

9.2 In-Store Orders

In-store orders may be cancelled before payment is processed. Once payment is completed and the order has been sent to the kitchen, cancellations cannot be accepted.

9.3 Scheduled / Pre-Orders

For orders scheduled in advance (pre-orders), cancellations must be submitted at least 2 hours before the scheduled pickup or delivery time to be eligible for a full refund. Cancellations submitted within 2 hours of the scheduled time may be subject to a cancellation fee of up to 50% of the order value.

9.4 Catering and Large Group Orders

Catering orders or large group orders of 20 or more people require a minimum of 48 hours' notice for cancellation to receive a full refund. Cancellations made with less than 48 hours' notice will be subject to a cancellation fee of up to 50% of the total order amount. Cancellations made within 24 hours of the scheduled time may result in no refund being issued.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Wing Snob provides the following dispute resolution process:

10.1 Internal Escalation

If your refund request was denied or you believe the outcome was incorrect, you may request an escalation review by emailing [email protected] with the subject line "Refund Dispute — [Your Order Number]." Please include a detailed explanation of why you believe the decision should be reconsidered along with any additional supporting evidence.

Our management team will review escalated disputes within 5 to 7 business days and respond with a final decision via email.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your credit card issuer or bank under the Fair Credit Billing Act (FCBA) if you believe a charge was made in error or that goods or services were not delivered as promised. We encourage you to attempt to resolve the issue directly with us before initiating a chargeback, as chargebacks can be a lengthy process.

10.3 Third-Party Platform Disputes

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, or Grubhub), certain disputes may need to be directed to that platform's customer support team. We will cooperate with third-party platforms in resolving disputes where Wing Snob bears responsibility for the issue.

10.4 Consumer Protection Resources

If you believe your consumer rights have been violated, you may also file a complaint with:

• The Federal Trade Commission (FTC) at reportfraud.ftc.gov
• Your state's Attorney General Consumer Protection Division
• The Better Business Bureau (BBB) at www.bbb.org

11. Store Credit as an Alternative

In some cases, Wing Snob may offer store credit as an alternative to a monetary refund. Store credit may be offered when a monetary refund is not possible or as an enhanced goodwill gesture. Store credit issued by Wing Snob:

• Is applied directly to your Wing Snob account or provided as a digital voucher code.
• Can be used toward any future order placed at snob-wing.digital or at participating Wing Snob locations.
• Is valid for 90 days from the date of issuance unless otherwise stated.
• Is non-transferable and has no cash value.
• Cannot be combined with other promotional discounts unless explicitly permitted.

12. Modifications to This Policy

Wing Snob reserves the right to update, modify, or change this Refund Policy at any time. Any changes will be posted on our website at snob-wing.digital with the updated effective date. We encourage you to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, cancellation requests, or dispute escalations, please contact Wing Snob using the information below:

When contacting us, please have the following information ready to help us assist you efficiently:

• Your full name and contact information
• Order confirmation number
• Date and time the order was placed
• Description of the issue
• Photographs or other supporting evidence (if applicable)
• Your preferred resolution (refund, replacement, or store credit)