Refund Policy

At Wing Snob, customer satisfaction is at the heart of everything we do. We take great pride in the quality of our food and service. This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing an order. By ordering from us — whether in-store, online, or through a third-party delivery platform — you agree to the terms set forth in this policy.

1. General Overview

Wing Snob is committed to providing fresh, high-quality food products and a positive dining experience to every customer. We understand that issues can arise, and we aim to resolve any concerns in a fair, timely, and professional manner. This policy applies to all purchases made directly through our website (cafe-wingsnob.rest), in-store transactions, phone orders, and any other direct ordering channels managed by Wing Snob.

Please note that orders placed through third-party delivery services (such as DoorDash, Uber Eats, Grubhub, or similar platforms) may be subject to the refund policies of those respective platforms. We encourage customers to review the applicable platform's policy in such cases. However, Wing Snob will always make a reasonable effort to assist in resolving quality-related complaints regardless of the ordering channel.

2. Eligibility Conditions for Refunds

Refunds are considered on a case-by-case basis. A refund request may be eligible under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Food Quality Issues: The food delivered or served was of unacceptable quality — for example, it was undercooked, spoiled, or contained foreign objects.
• Allergen Concerns: If you notified us of a specific food allergy and your order was prepared in a way that did not accommodate your stated allergen requirement, resulting in an incorrect item being served.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Order Not Received: Your order was confirmed and paid for but was never delivered or made available for pickup within a reasonable timeframe.

3. Non-Refundable Items and Situations

The following are generally not eligible for refunds:

• Food items that have been fully consumed prior to a complaint being raised.
• Orders where the customer provided incorrect delivery information, resulting in non-delivery.
• Promotional, discounted, or complimentary items provided at no charge.
• Gift cards, store credits, or vouchers — these are non-refundable once purchased.
• Orders where the customer simply changed their mind after the food was prepared.
• Delivery fees charged by third-party platforms (these are governed by those platforms' policies).
• Requests submitted beyond the eligible timeframe as outlined in Section 4 of this policy.
• Items that were customized per the customer's specific request and were prepared accurately as requested.

4. Timeframes for Refund Requests

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

Requests submitted outside of these timeframes may not be eligible for a full refund. Wing Snob reserves the right to decline refund requests that are not submitted within the applicable timeframe.

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

If you believe you are eligible for a refund, please follow these steps to submit your request:

1. Step 1 — Contact Us Promptly: Reach out to Wing Snob as soon as the issue is identified. You can contact us via email at [email protected] or through the contact form on our website at cafe-wingsnob.rest.
2. Step 2 — Provide Your Order Information: Include your full name, contact number, order number or confirmation details, the date and time of your order, and the method through which the order was placed (in-store, online, phone, or delivery app).
3. Step 3 — Describe the Issue: Clearly explain the nature of your complaint. Be as specific as possible — for example, identify which item was missing, what quality issue you experienced, or what error occurred in the charge.
4. Step 4 — Submit Supporting Evidence: Where applicable, please attach photographs of the food item, your receipt, or a screenshot of the charge or order confirmation. Visual documentation significantly speeds up the review process.
5. Step 5 — Await Our Response: Our team will review your request and respond within 1–3 business days. We may follow up with additional questions if further clarification is needed.
6. Step 6 — Resolution: Once your request has been reviewed and approved, we will inform you of the resolution — whether it is a full refund, partial refund, store credit, or replacement item — and process it accordingly.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to be returned to you depends on your original payment method:

Please note that while Wing Snob processes refunds promptly upon approval, the actual credit appearing in your account may depend on your bank or financial institution's processing schedule. Wing Snob is not responsible for delays caused by third-party payment processors or banking institutions.

7. Partial Refunds

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

• Only one or a few items from a multi-item order were incorrect or missing — the refund will apply only to the affected items.
• The food quality issue affected only part of the order.
• The customer partially consumed the food before discovering the issue — refund eligibility may be adjusted accordingly.
• A promotional discount was applied to the original order — the refund will reflect the actual amount paid for the affected item(s).
• Delivery fees or service charges may not be included in a partial refund if the delivery itself was completed successfully.

The amount of a partial refund will be determined at the sole discretion of Wing Snob's management team, based on the nature and extent of the issue reported.

8. Exchange Policy

Where appropriate, Wing Snob may offer a food item exchange or replacement in lieu of a monetary refund. This option may be offered in the following situations:

• An incorrect item was provided and the correct item can be quickly prepared and delivered or made available for pickup.
• A quality-related issue is identified prior to the customer leaving our premises or upon timely notification of a delivery issue.

Exchanges or replacements are subject to availability. Wing Snob reserves the right to offer a store credit or monetary refund in cases where an exchange or replacement is not feasible. All exchange requests must be communicated to us promptly and within the timeframes specified in Section 4 of this policy.

9. Cancellation Policy

We understand that plans can change. Please review our cancellation policy below:

9.1 Online and Phone Orders

• Before Preparation Begins: If you cancel your order before food preparation has started, you are eligible for a full refund to your original payment method.
• During Preparation: If your order is already being prepared at the time of the cancellation request, a partial refund may be offered at the discretion of management, as ingredients and labor have already been committed.
• After Preparation is Complete: Once your order has been fully prepared, cancellations are generally not accepted, and refunds will not be issued for cancellations at this stage.

9.2 Catering and Large Group Orders

For catering orders or large group bookings:

• Cancellations made 48 hours or more before the scheduled order time are eligible for a full refund.
• Cancellations made between 24 and 48 hours before the scheduled time may be eligible for a 50% refund.
• Cancellations made less than 24 hours before the scheduled time are generally not eligible for a refund, as significant resources will have already been allocated.

10. Dispute Resolution Process

Wing Snob is committed to resolving all refund and order disputes fairly and professionally. If you are not satisfied with the initial resolution provided, the following escalation process applies:

10.1 Internal Escalation

If your concern has not been resolved to your satisfaction by our customer service team, you may request that your case be escalated to a senior manager. Please indicate this request in your follow-up communication, and a member of our management team will review your case and respond within 3–5 business days.

10.2 Chargeback and Payment Disputes

In accordance with applicable consumer protection laws in the United States, including protections afforded under the Federal Trade Commission (FTC) Act and applicable state consumer protection statutes, you may have the right to dispute charges through your bank or credit card issuer. We encourage you to contact us directly before initiating a chargeback, as most issues can be resolved quickly without the need for third-party intervention. Initiating a chargeback without first attempting to resolve the matter with Wing Snob may impact your ability to use our services in the future.

10.3 Third-Party Mediation

If a dispute cannot be resolved through our internal escalation process, both parties agree to attempt resolution through good-faith mediation before pursuing any formal legal remedies. Any legal disputes arising from this policy shall be governed by the laws of the United States and the applicable state in which Wing Snob operates, and shall be subject to the jurisdiction of the appropriate courts in that state.

11. Food Safety and Health Concerns

If you believe that food received from Wing Snob caused a foodborne illness or adverse health reaction, please contact us immediately. In addition to initiating a refund or resolution request, we take all food safety concerns very seriously and will investigate the matter thoroughly. Depending on the nature of the concern, we may be required to report the incident to the relevant local health authorities in compliance with applicable food safety regulations in the United States. Your health and safety are our top priority.

12. Consumer Rights Under Applicable Law

This Refund Policy does not limit or waive any rights you may have as a consumer under applicable federal or state law. Customers located in the United States are protected by various consumer protection laws enforced by the Federal Trade Commission (FTC). In certain states, additional consumer protections may apply. Nothing in this policy is intended to supersede or conflict with any legally mandated consumer rights.

13. Changes to This Policy

Wing Snob reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at cafe-wingsnob.rest. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the updated policy.

14. Contact Us for Refund Requests

For all refund inquiries, complaints, or order concerns, please contact Wing Snob directly using the information below. Our team is ready to assist you and work toward a resolution that is fair and satisfactory.