Refund Policy

Effective Date: March 18, 2026 | Last Updated: March 18, 2026

1. Introduction

This Refund Policy ("Policy") governs all purchases, orders, and transactions made through Wing Snob, including orders placed through our website at snob-wing.rest, third-party delivery platforms, phone orders, and in-store purchases. By placing an order with Wing Snob, you agree to the terms outlined in this Policy.

We are committed to delivering fresh, high-quality food products to every customer. In the event that your experience does not meet our standards, this Policy explains how we will work with you to make it right. This Policy is governed by applicable United States federal and state consumer protection laws, including guidelines issued by the Federal Trade Commission (FTC).

2. Eligibility Conditions for Refunds

Refund requests may be considered under the following circumstances:

• Incorrect Order: You received items that do not match what you ordered (wrong flavors, wrong quantity, missing items).
• Poor Food Quality: The food received was undercooked, overcooked, spoiled, or otherwise did not meet reasonable quality standards at the time of delivery or pickup.
• Missing Items: One or more items listed on your receipt or order confirmation were not included in your order.
• Food Safety Concerns: You have a documented concern regarding the safety or hygiene of the food product you received.
• Order Not Delivered: Your order was confirmed and paid for but never arrived, and the issue was not caused by an incorrect address provided by you.
• Significant Delay: Your order arrived significantly later than the estimated delivery window, resulting in food that is no longer acceptable for consumption.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.

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

1. The refund request must be submitted within the timeframes specified in Section 3 of this Policy.
2. You must provide proof of purchase (order confirmation number, receipt, or email confirmation).
3. You must describe the issue clearly and provide photographic evidence where applicable (e.g., incorrect item, quality issue).
4. The issue must not have been caused by your own error, such as providing an incorrect delivery address, selecting the wrong items, or failing to pick up an order during the designated time window.

3. Timeframes for Refund Requests

All refund requests are subject to the following timeframes. Requests submitted outside these windows may not be honored except at Wing Snob's sole discretion:

Because food products are perishable by nature, we enforce strict timeframes for quality-related complaints. We strongly encourage customers to inspect their orders immediately upon receipt.

4. Non-Refundable Items and Circumstances

Certain situations and items are not eligible for refunds. Wing Snob reserves the right to deny refund requests in the following circumstances:

• Change of Mind: Orders that have already been prepared cannot be refunded solely because you changed your mind or no longer want the item.
• Customization Errors by Customer: If you selected the wrong flavor, sauce, side, or customization option at the time of ordering, Wing Snob is not responsible for the resulting dissatisfaction.
• Partial Consumption: Items that have been substantially consumed cannot be returned for a full refund unless a genuine quality issue is identified and documented.
• Late Pickup: If you fail to pick up your order within the designated pickup window and the food is no longer fresh as a result, Wing Snob will not be obligated to issue a refund.
• Third-Party Platform Orders: Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, etc.) are subject to those platforms' own refund and dispute policies. Wing Snob does not control refund outcomes for orders fulfilled through third-party services.
• Promotional or Discounted Items: Items purchased using promotional codes, coupons, or special discounts may be non-refundable depending on the terms of the promotion.
• Gift Cards: Gift card purchases are non-refundable and cannot be exchanged for cash.
• Catering Deposits: Deposits made for catering orders are non-refundable once food preparation has commenced.

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

To submit a refund request, please follow these steps:

1. Step 1 – Contact Us Promptly: Reach out to Wing Snob as soon as you identify an issue with your order. You can contact us via email at [email protected] or through the contact form on our website at snob-wing.rest. Please do not wait beyond the applicable timeframe listed in Section 3.
2. Step 2 – Provide Your Order Information: Include the following information in your refund request:
   • Full name and contact information
   • Order confirmation number or receipt
   • Date and time of the order
   • Description of the issue (be as specific as possible)
   • Photographs of the food or packaging (if applicable and available)
3. Step 3 – Wait for Acknowledgment: Our customer service team will acknowledge your request within 1 business day of receipt.
4. Step 4 – Review and Investigation: Wing Snob will review the details of your complaint, including any supporting documentation or photographs. We may contact you for additional information during this stage.
5. Step 5 – Resolution Decision: We will provide a resolution decision within 3–5 business days of receiving all required information. The resolution may include a full refund, partial refund, store credit, or replacement order, depending on the nature of the issue.
6. Step 6 – Refund Issuance: If a refund is approved, it will be processed according to the timelines described in Section 6 of this Policy.

6. Refund Processing Times by Payment Method

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

Please note that Wing Snob processes refunds on our end within 1–2 business days of approval, but the actual posting of the funds to your account is subject to the processing times of your financial institution or payment provider, which is beyond our control.

7. Partial Refunds

In some cases, Wing Snob may issue a partial refund rather than a full refund. Partial refunds may be appropriate in the following situations:

• Only some items in your order were incorrect, missing, or unsatisfactory — in which case a refund will be issued for the affected items only.
• The order was partially consumed before a quality issue was identified.
• The order was delivered late, but the food was still reasonably acceptable for consumption.
• A promotional discount was applied to the original order, and the refund amount will reflect the proportional discount.
• You requested a refund for a catering order after partial preparation had begun.

The amount of any partial refund will be determined by Wing Snob at its reasonable discretion, taking into account the nature and extent of the issue and the value of the affected items.

8. Exchange Policy

Due to the perishable nature of food products, Wing Snob does not accept physical returns of food items. However, we do offer order replacements in appropriate circumstances.

A replacement order may be offered when:

• The original order contained incorrect items that were our error.
• The food was prepared incorrectly and the issue is identified and reported within the timeframe specified in Section 3.
• The original order arrived in an unacceptable condition and a replacement can be reasonably delivered or made available for pickup.

Replacement orders are subject to availability and operational hours. If a replacement cannot be provided in a timely manner, a refund will be offered instead. Replacements are offered at no additional cost to the customer when the error is confirmed to be on the part of Wing Snob.

9. Cancellation Policy

Wing Snob prepares orders promptly after they are received. As a result, our cancellation window is very limited:

9.1 Standard Orders (Delivery and Pickup)

You may cancel a standard order within 5 minutes of placing it, provided that food preparation has not yet begun. If you wish to cancel, contact us immediately by email at [email protected] or by phone. If the order has already entered preparation, cancellation will not be accepted and no refund will be issued.

9.2 Catering and Large Group Orders

For catering orders or large group orders requiring advance scheduling, the following cancellation terms apply:

9.3 Online Orders Placed Through Third-Party Platforms

Cancellation of orders placed through third-party delivery platforms (e.g., DoorDash, Uber Eats) must be managed directly through those platforms, in accordance with their respective cancellation policies. Wing Snob cannot process cancellations or issue refunds for third-party platform orders directly.

10. Dispute Resolution Process

If you are dissatisfied with the resolution provided under this Refund Policy, Wing Snob encourages the following dispute resolution process before pursuing formal legal remedies:

10.1 Internal Escalation

If you believe your refund request was not handled appropriately, you may escalate the matter by emailing [email protected] with the subject line "Refund Dispute Escalation." Please include your original request details, the resolution you received, and the reason you are disputing that resolution. A senior member of our team will review the matter and respond within 5 business days.

10.2 Chargeback and Payment Disputes

Customers have the right to dispute charges with their credit card company or financial institution. However, we ask that you first attempt to resolve the issue directly with Wing Snob before initiating a chargeback. Chargebacks initiated without prior good-faith contact with Wing Snob may result in documentation being submitted to your financial institution detailing the circumstances of the original transaction.

10.3 Consumer Protection Resources

If you believe Wing Snob has engaged in unfair or deceptive trade practices, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): reportfraud.ftc.gov
• Your State Attorney General's Office
• Better Business Bureau (BBB): www.bbb.org

10.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States and the applicable state laws where Wing Snob operates. Any unresolved disputes that proceed to formal legal action shall be subject to the jurisdiction of the appropriate courts in the United States.

11. Special Circumstances

Wing Snob acknowledges that extraordinary circumstances may arise that fall outside the standard terms of this Policy. In cases involving significant food safety concerns, documented health issues directly attributable to our products, or exceptional service failures, Wing Snob will evaluate the situation on a case-by-case basis and may offer resolutions beyond the standard terms outlined in this Policy. We encourage affected customers to contact us directly and promptly in such situations.

In the event of a system outage, website error, or technical malfunction that results in duplicate charges, erroneous orders, or failed transactions, Wing Snob will make every effort to resolve the matter promptly and issue appropriate refunds or corrections without requiring customers to go through the full standard refund request process.

12. Amendments to This Policy

Wing Snob reserves the right to modify, update, or amend this Refund Policy at any time. Any changes will be reflected on this page with an updated effective date. We encourage customers to review this Policy periodically. Continued use of our services following any posted changes constitutes your acceptance of the revised Policy.

13. Contact Information

For all refund requests, questions about this Policy, or to escalate a dispute, please contact us using the following information:

This Refund Policy was last updated on March 18, 2026, and is effective as of that date. All previous versions of this Policy are superseded by this document.