Refund Policy

Effective Date: March 21, 2026 | Last Updated: March 21, 2026

1. Introduction

Wing Snob ("we," "us," "our," or "the Company") is committed to providing fresh, high-quality food products and an exceptional dining experience to every customer. We understand that there are occasions when an order may not meet your expectations, or circumstances may require you to cancel or modify your order. This Refund Policy has been established to ensure that all refund and cancellation requests are handled fairly, consistently, and in compliance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act.

By placing an order through our website snob-wings.rest or any other ordering platform associated with Wing Snob, you acknowledge that you have read, understood, and agreed to the terms set forth in this Refund Policy. This policy applies to all customers in the United States and is subject to applicable state and federal consumer protection regulations.

2. Eligibility Conditions for Refunds

Not all orders or situations automatically qualify for a refund. Wing Snob evaluates each refund request on a case-by-case basis. The following conditions generally make an order eligible for a full or partial refund:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong flavor, wrong quantity, or a missing item).
• Food Quality Issues: The food delivered or picked up was undercooked, overcooked, contaminated, or otherwise not prepared to an acceptable food safety or quality standard.
• Damaged or Spoiled Food: The food arrived in a damaged condition that renders it unsafe or unsuitable for consumption due to packaging failure or mishandling.
• Allergen Concerns: You received food containing allergens that were not listed in your order and that you specifically requested to be excluded, posing a health risk.
• Order Not Delivered: Your delivery order was confirmed but never arrived, and the issue has been verified by Wing Snob or the delivery partner.
• Significant Delay: Your order was delayed beyond a reasonable time frame that was not communicated to you prior to placing the order, and the food arrived in an unsatisfactory condition as a result.
• Duplicate Charges: You were charged more than once for the same order due to a technical error on our platform.
• Unauthorized Transactions: A charge appeared on your payment method without your knowledge or authorization.

Wing Snob reserves the right to request supporting documentation, including photographs of the food, screenshots of order confirmations, or other reasonable evidence to validate your refund claim.

3. Timeframes for Refund Requests

Timely reporting is essential, especially for food-related issues. Please note the following deadlines for submitting a refund request:

Refund requests submitted after these deadlines may be declined at our sole discretion. We strongly encourage all customers to inspect their orders immediately upon receipt and contact us as soon as possible if any issues are discovered.

4. Non-Refundable Items and Situations

Certain items and circumstances are not eligible for a refund. Please review the following non-refundable scenarios carefully:

• Consumed Food: Orders or items that have been substantially consumed will not be eligible for a refund unless a documented food safety or quality issue is reported promptly.
• Change of Mind: Refunds will not be issued simply because you changed your mind about a completed order that was prepared and delivered as requested.
• Incorrect Order Details Provided by Customer: If you provided incorrect delivery information, wrong customization instructions, or failed to note allergen requirements at the time of ordering, Wing Snob cannot be held responsible for the resulting order.
• Catering and Large-Group Orders: Customized catering orders that have already been prepared according to the agreed specifications are non-refundable once preparation has begun.
• Promotional or Discounted Items: Items purchased using special promotional codes or deeply discounted offers may be non-refundable, as stated in the specific promotion terms.
• Gift Cards and Store Credits: These items are non-refundable and cannot be exchanged for cash.
• Requests Beyond the Stated Deadlines: Refund claims submitted outside of the specified timeframes outlined in Section 3 are not eligible for a refund.

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

To submit a refund request, please follow these steps:

1. Step 1 — Gather Your Information: Before contacting us, collect the following details:
   • Your full name and contact information
   • Your order number or confirmation number
   • The date and time of your order
   • A clear description of the issue
   • Photographic evidence (if applicable — especially for food quality or incorrect item claims)
2. Step 2 — Contact Wing Snob: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: snob-wings.rest
3. Step 3 — Provide Details: In your message, include your order number, a clear explanation of the problem, and any supporting photos or documentation. The more information you provide, the faster we can process your request.
4. Step 4 — Review Process: Our customer support team will review your request within 2 to 3 business days. We may contact you for additional information if necessary.
5. Step 5 — Resolution: Once your request has been reviewed and approved, we will notify you of the refund decision and the applicable refund method and timeframe.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive the funds will depend on your original payment method. The following are estimated processing times:

Please note that Wing Snob processes refunds promptly on our end, but financial institutions may have their own processing timelines that are beyond our control. If you have not received your refund within the stated timeframe, please first check with your bank or payment provider before reaching out to us.

7. Partial Refunds

In some cases, a full refund may not be warranted, but a partial refund may be issued to fairly compensate you for the inconvenience or issue experienced. Partial refunds may be granted under the following circumstances:

• Only a portion of your order was incorrect or of substandard quality (e.g., one item out of several was missing or unsatisfactory).
• The food arrived late but was still in an acceptable and edible condition.
• You accepted a portion of the order and reported issues with only specific items.
• The issue was partially caused by customer-provided instructions that were unclear or incomplete.
• A reasonable accommodation was already offered (e.g., a complimentary item or discount coupon) and accepted by the customer.

The amount of any partial refund will be determined at the sole discretion of Wing Snob based on the specific facts of each case. We strive to ensure that all partial refund decisions are fair and proportionate to the inconvenience experienced.

8. Exchange Policy

Due to the perishable nature of food products, Wing Snob does not generally offer direct item exchanges in the traditional retail sense. However, we do offer the following alternatives when a valid quality or accuracy issue has been confirmed:

• Replacement Order: In cases where an incorrect item was delivered and the issue is reported within the specified timeframe, Wing Snob may, at its discretion, arrange for a replacement of the correct item to be delivered or made available for pickup, subject to availability and operational capacity at the time.
• Store Credit: As an alternative to a cash refund, we may offer store credit of equivalent or greater value to be applied to a future order on snob-wings.rest.
• Complimentary Item: For minor issues or inconveniences, Wing Snob may offer a complimentary item on your next order as a goodwill gesture.

Any exchange or replacement offer is subject to the availability of the requested items and the operational hours of the relevant Wing Snob location.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be fair to both customers and our kitchen staff who begin preparing orders promptly after they are placed.

9.1 Online and App Orders

• Cancellation Within 5 Minutes of Ordering: If you cancel your order within 5 minutes of placing it and the kitchen has not yet begun preparation, you are eligible for a full refund.
• Cancellation After 5 Minutes: Once preparation has begun, cancellations will not be accepted, and no refund will be issued. This is because food ingredients are allocated and prepared specifically for your order at the time it is placed.

9.2 Catering and Large-Group Orders

• Cancellation More Than 48 Hours in Advance: A full refund will be issued if the catering order is cancelled more than 48 hours before the scheduled time.
• Cancellation 24 to 48 Hours in Advance: A partial refund of 50% of the total order value may be issued, as ingredients and preparation may have already begun.
• Cancellation Within 24 Hours: No refund will be issued for catering orders cancelled within 24 hours of the scheduled time, as significant preparation resources will have been committed.

9.3 How to Cancel

To cancel an order, contact us immediately via email at [email protected] or through the ordering platform where the order was placed. Please include your order number and the reason for cancellation. Cancellation requests are only valid when confirmed by a Wing Snob representative.

10. Dispute Resolution Process

Wing Snob is committed to resolving all customer concerns quickly and amicably. If you are not satisfied with the outcome of your initial refund request, you may escalate the matter using the following process:

1. Initial Contact: Submit your refund request and supporting documentation to [email protected]. Our team will respond within 2 to 3 business days.
2. Escalation Review: If you are not satisfied with the initial response, you may request escalation to a senior customer service representative or manager by replying to your original support email and including the words "Escalation Request" in the subject line.
3. Formal Written Dispute: If the issue remains unresolved after escalation, you may submit a formal written dispute to Wing Snob. We will respond in writing within 10 business days.
4. Third-Party Mediation: If we are unable to reach a mutually acceptable resolution through direct communication, both parties may agree to engage in good-faith mediation through a mutually agreed-upon neutral third party before pursuing any legal remedies.
5. Consumer Protection Agencies: You also have the right to file a complaint with the Federal Trade Commission (FTC) at ftc.gov or your applicable state consumer protection office if you believe your consumer rights have been violated.

Wing Snob values every customer relationship and is dedicated to finding fair and reasonable solutions to all disputes. We encourage open communication and ask that you allow us the opportunity to resolve your concerns before pursuing external remedies.

11. Consumer Rights Under U.S. Law

As a consumer in the United States, you are protected by several federal and state laws that govern fair business practices, including the Federal Trade Commission Act (FTC Act), which prohibits unfair or deceptive business practices. Wing Snob is committed to complying fully with all applicable federal and state consumer protection laws. Nothing in this Refund Policy is intended to limit or override any rights you may have under applicable law.

If you reside in California, you may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and the California Consumer Protection laws. Please refer to our Privacy Policy on snob-wings.rest for more information about your data rights.

12. Changes to This Refund Policy

Wing Snob reserves the right to update, modify, or revise this Refund Policy at any time. Any changes will be posted on our website at snob-wings.rest with the updated effective date. We encourage you to review this policy periodically to stay informed of any changes. Your continued use of our services after any modifications to this policy constitutes your acceptance of the revised terms.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact our customer support team using the information below. We are here to help and committed to making things right.