Refund Policy

At Wing Snob, customer satisfaction is at the heart of everything we do. We stand behind the quality of our food and service. 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 through our website at snobwing.rest or through any affiliated ordering platform.

1. Overview

Wing Snob is a food service business committed to delivering fresh, high-quality meals to our customers. Because our products are perishable food items, our refund policy has specific conditions that differ from non-perishable retail goods. We evaluate each refund request on a case-by-case basis, always aiming for a fair and satisfactory resolution. By placing an order with Wing Snob, you agree to the terms set forth in this Refund Policy.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if one or more of the following conditions apply:

• You received an incorrect item that was not what you ordered.
• Your order arrived in an unsatisfactory condition due to a preparation or packaging error on our part.
• A significant portion of your order was missing from the delivery or pickup.
• Your order was never delivered and was confirmed lost by our team or the delivery partner.
• A food safety concern was identified with your order (e.g., undercooked food, foreign objects).
• You were charged incorrectly or charged more than once for the same order.

To be eligible for a refund, the following conditions must also be met:

• The refund request must be submitted within the applicable timeframe described in Section 3 below.
• You must provide sufficient documentation (photos, order confirmation, description of the issue).
• The issue must be reported in good faith and not reflect a pattern of abuse of this policy.

3. Timeframes for Refund Requests

All refund requests must be submitted within the following timeframes from the time of delivery or pickup:

Requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are discovered.

4. Non-Refundable Items and Situations

The following situations are generally not eligible for a refund:

• Change of mind: Once an order has been confirmed and preparation has begun, we are unable to process refunds for changes of mind or preference.
• Consumed orders: If a significant portion of the food has been consumed before a complaint is raised, a refund may be denied or reduced.
• Customization errors by the customer: If you made a mistake in your order customization (e.g., selected the wrong sauce, spice level, or quantity), we cannot guarantee a refund, though we will do our best to accommodate reasonable requests.
• Delivery delays caused by third parties: Wing Snob is not responsible for delays caused by third-party delivery services, severe weather, or other factors outside our control.
• Promotional or discounted items: Items purchased using promo codes or during special promotions may have limited or no refund eligibility unless there is a quality or safety issue.
• Gift cards and credits: Purchased gift cards and store credits are non-refundable.
• Catering deposits: Deposits made for catering or group orders are non-refundable once the preparation process has begun (see Section 9 – Cancellation Policy).

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

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

1. Step 1 – Gather Your Information: Locate your order confirmation number, the date and time of your order, and any relevant photos or documentation showing the issue (e.g., photos of the wrong item, missing items, or food quality concern).
2. Step 2 – Contact Us: Reach out to Wing Snob using one of the following methods:
   • Email: [email protected]
   • Website: snobwing.rest (via the contact or support form)
3. Step 3 – Provide Details: In your message or form submission, include:
   • Your full name and contact information
   • Your order number or confirmation number
   • A clear description of the issue
   • Supporting photos or documentation (if applicable)
   • Your preferred resolution (refund, replacement, store credit)
4. Step 4 – Await Confirmation: Our customer support team will acknowledge your request within 1 to 2 business days and may follow up with additional questions.
5. Step 5 – Resolution: Once your request has been reviewed and approved, we will notify you of the outcome and process the applicable refund, credit, or replacement within the timeframes described in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account will depend on your original payment method:

Please note that Wing Snob initiates the refund from our end within 1 to 3 business days of approval. The timeline above reflects the additional processing time on the part of your bank or payment provider, which is outside our control. If you have not received your refund within the stated timeframe, we encourage you to check with your bank or payment provider first, and then contact us if the issue persists.

7. Partial Refunds

In some situations, only a partial refund may be granted. These include cases where:

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• The food quality concern affected only part of the order.
• A portion of the order has already been consumed.
• A promotional discount was applied and only part of the issue is attributable to Wing Snob.
• The item in question is a component of a combo or bundle where the remainder of the bundle was satisfactory.

In the case of a partial refund, we will communicate clearly the amount being refunded and the reason for the partial approval. You may request a review of this decision by contacting our support team.

8. Exchange Policy

Due to the perishable nature of our food products, we do not offer traditional item-for-item exchanges in the same way a retail store might. However, we do offer the following alternatives when an order issue has been confirmed:

• Replacement Order: If you received an incorrect item or an order that did not meet our quality standards, we may offer to prepare and send or provide a replacement item at no additional charge, subject to availability and operational capacity.
• Store Credit: In lieu of a cash refund, we may offer store credit equal to the value of the affected item(s), which can be applied toward a future order.
• Discount on Next Order: In some cases, we may issue a discount code for your next order as part of the resolution.

Replacements are subject to the same preparation timeframes as standard orders and are offered at our discretion based on the nature of the issue and operational availability. We reserve the right to determine the most appropriate form of resolution for each individual situation.

9. Cancellation Policy

We understand that plans change. Below are our cancellation guidelines:

Standard Orders

• Before preparation begins: If you cancel your order before our kitchen has begun preparing it, you are eligible for a full refund. Please contact us immediately if you need to cancel.
• After preparation has begun: If preparation of your order is already underway, cancellations will not be eligible for a refund. In some cases, we may offer store credit at our discretion.
• After order is out for delivery: Orders that are already out for delivery cannot be cancelled.

Catering and Group Orders

• More than 48 hours before the event: Full refund of any deposit or prepayment, minus any non-recoverable costs already incurred.
• 24 to 48 hours before the event: 50% refund of the deposit or prepayment.
• Less than 24 hours before the event: No refund will be issued. Full payment may still be required depending on the scope of the order.

To cancel an order, please contact us as soon as possible at [email protected] or through our website at snobwing.rest, including your order number and the reason for cancellation.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter through the following process:

1. Internal Escalation: Contact our customer support team and request that your case be reviewed by a supervisor or manager. Please reference your original case or ticket number. We will provide a written response within 5 business days.
2. Formal Written Complaint: Submit a formal written complaint to us at [email protected] with the subject line "Formal Refund Dispute." We will respond within 7 business days with a final internal decision.
3. Third-Party Delivery Platforms: If your order was placed through a third-party platform (such as DoorDash, Uber Eats, or Grubhub), please also contact the platform directly, as they may have their own dispute resolution processes and may have independent authority to issue refunds for orders placed through their system.
4. Consumer Protection Agencies: Customers in the United States have the right to file a complaint with the Federal Trade Commission (FTC) at ftc.gov or contact their state's consumer protection office if they believe their consumer rights have been violated.
5. Chargeback Rights: You retain the right to dispute a charge with your bank or credit card issuer. However, we ask that you contact us first to resolve the matter directly before initiating a chargeback, as this helps us resolve your issue more quickly and efficiently.

11. Modifications to This Policy

Wing Snob reserves the right to modify or update this Refund Policy at any time without prior notice. Any changes will be posted on our website at snobwing.rest with an updated effective date. Continued use of our services following any changes constitutes your acceptance of the revised policy. We encourage you to review this policy periodically to stay informed of any updates.

12. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or quality concerns, please reach out to our dedicated customer support team using the contact information below. We are committed to responding promptly and resolving your issue as efficiently as possible.

Our customer support team is available during regular business hours. We strive to acknowledge all refund-related emails within 1 to 2 business days and to resolve all matters within 7 to 10 business days of the initial submission.

Thank you for choosing Wing Snob. We appreciate your trust and your business, and we are dedicated to making every experience a great one. If something does not meet your expectations, please do not hesitate to reach out — we want to make it right.