Refund Policy

At Wing Snob, we are committed to delivering a high-quality food experience to every customer. We understand that situations may arise where an order does not meet your expectations, and we want to make the refund and resolution process as straightforward as possible. Please read this Refund Policy carefully to understand your rights and our obligations when handling refund requests, cancellations, and disputes.

This policy applies to all orders placed directly through our website at chicks-wingsnob.rest, by phone, or through any other official ordering channel operated by Wing Snob. For orders placed through third-party delivery platforms, the refund policy of the respective platform may also apply.

1. General Refund Philosophy

Wing Snob takes pride in the quality of our food and service. Our goal is to ensure every customer is satisfied with their experience. We evaluate all refund requests on a case-by-case basis and strive to reach a fair resolution in a timely manner. We do not issue refunds for buyer's remorse or changes in personal preference after an order has been prepared and delivered. However, if there is a genuine issue with your order — such as receiving the wrong items, missing items, or food quality concerns — we will work with you to make it right.

2. Eligibility Conditions for Refunds

To be eligible for a refund from Wing Snob, your request must meet one or more of the following conditions:

• Wrong Order Received: You received items that are different from what you ordered and paid for.
• Missing Items: Part of your order was not included in the delivery or pickup bag.
• Food Quality Issues: The food arrived in an unacceptable condition, such as being undercooked, spoiled, contaminated, or significantly different in quality from what was reasonably expected.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Order Not Delivered: Your delivery order was never received and there is no evidence of successful delivery.
• Order Cancelled Before Preparation: You cancelled your order before preparation began and within the allowable cancellation window outlined in Section 8 of this policy.

Refunds will not be issued in situations where the customer has consumed the majority of the order and then raises a complaint, or where the complaint cannot be reasonably verified. Wing Snob reserves the right to request photographic evidence or additional information to process a refund request.

3. Non-Refundable Items and Services

Certain items and circumstances are explicitly excluded from our refund eligibility. The following are non-refundable:

4. Timeframes for Refund Requests

Refund requests must be submitted within specific timeframes to be considered valid. Wing Snob will not be able to process refund requests submitted outside these windows, as we cannot reasonably verify the issue.

We strongly encourage customers to inspect their orders at the time of pickup or delivery and to report any issues immediately to ensure a smooth and timely resolution.

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

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

1. Step 1 – Gather Your Information: Before contacting us, please have the following details ready:
   • Your full name and contact information
   • Your order number or confirmation details
   • Date and time of your order
   • A clear description of the issue
   • Photographs or evidence (if applicable, especially for food quality or wrong order claims)
2. Step 2 – Contact Wing Snob: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: chicks-wingsnob.rest
3. Step 3 – Submit Your Request: In your communication, clearly state that you are requesting a refund. Include all the information gathered in Step 1. Attach any photographs or supporting documentation.
4. Step 4 – Review and Confirmation: Our team will review your request and may follow up with additional questions to verify the issue. You will receive an acknowledgment of your refund request within 1-2 business days.
5. Step 5 – Resolution: Once reviewed and approved, you will be notified of the refund decision and the estimated processing time based on your original payment method.

6. Refund Processing Times by Payment Method

Once a refund has been approved by Wing Snob, the time it takes for the refund to be reflected in your account depends on your original payment method. Please refer to the table below for estimated processing times:

7. Partial Refunds

In some situations, a full refund may not be warranted, and Wing Snob may issue a partial refund. Partial refunds are applicable under the following circumstances:

• Only some items in a multi-item order were incorrect, missing, or unsatisfactory.
• The order was partially consumed before a quality issue was identified, making it difficult to verify the full scope of the problem.
• The issue reported was minor and does not warrant a full refund based on our reasonable assessment.
• A discount, coupon, or promotional credit was applied to the original order — the refund may reflect the proportional amount paid.

The amount of a partial refund will be determined by Wing Snob's customer support team based on the specifics of the claim. We are committed to being fair and transparent in all partial refund decisions.

8. Cancellation Policy

Wing Snob operates in a fast-paced kitchen environment, and orders are processed quickly. As a result, our cancellation window is limited. Please review the following cancellation terms carefully:

8.1 Online and Phone Orders

• Orders may be cancelled within 5 minutes of being placed, provided that kitchen preparation has not yet begun.
• Once preparation has started, cancellations cannot be accepted, and no refund will be issued.
• To cancel, you must immediately contact us by email at [email protected] or via our website contact page.

8.2 In-Store Orders

• In-store orders may be cancelled before the order ticket is submitted to the kitchen.
• Once the order is confirmed and sent to the kitchen, cancellation and refund eligibility is at the discretion of the on-duty manager.

8.3 Scheduled / Pre-Orders

• Pre-orders or catering orders must be cancelled at least 24 hours before the scheduled pickup or delivery time to receive a full refund.
• Cancellations made less than 24 hours in advance for catering or large group orders may be subject to a cancellation fee of up to 50% of the order total to cover preparation costs.

9. Exchange Policy

Wing Snob does not offer traditional product exchanges as we deal in perishable food items. However, if you receive the wrong item or an item that does not meet our quality standards, we may offer the following remedies:

• Order Replacement: Where operationally feasible and within a reasonable timeframe, we may offer to replace the incorrect or unsatisfactory item. This is subject to availability and the customer's proximity to our location.
• Store Credit: In lieu of a full replacement or cash refund, we may offer store credit of equal or greater value toward a future order.
• Partial or Full Refund: As described in Sections 6 and 7 above, a monetary refund may be issued if a replacement is not feasible.

All exchange and replacement decisions are made at the discretion of Wing Snob's management team and are handled on a case-by-case basis to ensure fairness and customer satisfaction.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Wing Snob provides a structured dispute resolution process to ensure your concerns are addressed fairly and in compliance with applicable consumer protection laws in the United States, including the FTC Act and relevant state-level consumer protection regulations.

10.1 Internal Escalation

If your initial refund request is denied or you disagree with the resolution offered, you may escalate your concern by sending a written request to our management team at [email protected] with the subject line: "Refund Dispute – Escalation Request." Please include:

• Your original refund request details
• The response or resolution previously provided
• A clear explanation of why you are disputing the decision
• Any additional supporting evidence

Our management team will review escalated disputes within 5 business days and provide a final decision in writing.

10.2 Chargeback and Credit Card Disputes

You have the right to dispute a charge with your bank or credit card provider if you believe a transaction was unauthorized or if Wing Snob fails to resolve your complaint satisfactorily. However, we encourage you to contact us first, as chargebacks may take longer to resolve and may result in additional administrative delays.

10.3 External Consumer Protection Resources

If you feel your consumer rights have not been upheld, you may also contact the following regulatory bodies:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Office or local consumer protection agency

11. Consumer Rights Under Applicable Law

Wing Snob operates in the United States and is committed to upholding all applicable federal and state consumer protection laws. Under the FTC Act, consumers have the right to fair treatment and honest business practices. In applicable states, additional consumer protections may apply. Nothing in this Refund Policy limits or waives any rights you may have under applicable local, state, or federal law. Where the law provides a greater remedy or protection than what is outlined in this policy, the applicable law will prevail.

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 chicks-wingsnob.rest with a revised effective date. Continued use of our services following any updates constitutes your acceptance of the revised policy. We encourage you to review this page periodically to stay informed of any changes.

13. Contact Information for Refund Requests

For all refund requests, cancellations, or questions related to this policy, please contact Wing Snob using the details below. Our customer support team is available to assist you and is committed to resolving your concerns promptly and professionally.