Refund Policy

At Wing Snob, we are committed to delivering the highest quality hot chicken experience to every customer. We understand that situations may arise where you are not fully satisfied with your order, and we want to make sure those situations are handled fairly, promptly, and transparently. Please read this Refund Policy carefully to understand your rights and our obligations regarding refunds, cancellations, and exchanges.

1. Overview

This Refund Policy applies to all purchases made through our website at wingsnob-hotchicken.rest, as well as orders placed in-store or through any authorized ordering platform associated with Wing Snob. By placing an order with us, you agree to the terms outlined in this policy.

Because we deal in perishable food products, our refund policy is structured with specific eligibility criteria to ensure fairness for both our customers and our business. We encourage you to review your order carefully before completing your purchase.

2. Eligibility Conditions for Refunds

We want every Wing Snob experience to be exceptional. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item or items that are different from what you ordered (e.g., wrong flavor, wrong quantity, or wrong menu item).
• Missing Items: Part of your order was not included in your delivery or pickup bag.
• Food Quality Issues: The food you received was undercooked, spoiled, contaminated, or otherwise unfit for consumption at the time of delivery or pickup.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Failed Delivery: Your order was never delivered and no reasonable attempt was made by the delivery partner.
• Significant Delay: Your order arrived so late that the food was rendered inedible or unacceptable due to the delay.

Refund eligibility will be assessed on a case-by-case basis. We reserve the right to request supporting documentation, such as photos of the item(s) in question, before approving a refund.

3. Timeframes for Refund Requests

To ensure that your concern can be properly investigated, all refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if there is an issue.

4. Non-Refundable Items and Situations

Certain situations and items are not eligible for refunds. These include, but are not limited to:

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

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

1. Gather Your Information: Before reaching out, please have the following ready:
   • Your order number or confirmation email
   • The date and time of your order
   • A description of the issue
   • Photos or videos of the item(s) in question (if applicable)
2. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: wingsnob-hotchicken.rest
3. Submit Your Request: Provide all relevant details in your message. Clearly state that you are requesting a refund and describe the issue in as much detail as possible. Attach any supporting photos or documentation.
4. Await Confirmation: Our team will acknowledge your request within 1 business day and may follow up with additional questions to assess your claim.
5. Resolution: Once your request has been reviewed, we will inform you of the outcome — whether it is a full refund, partial refund, store credit, or denial with explanation — within 3–5 business days of receiving your complete claim.

6. Refund Processing Times by Payment Method

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

Please note that Wing Snob processes refunds promptly upon approval; however, the actual posting of funds to your account is subject to your financial institution's policies, which are outside of our control. If you have not received your refund within the timeframes listed above, please contact your bank or payment provider first, and then reach out to us if the issue persists.

7. Partial Refunds

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

• Only a portion of your order was missing or incorrect (e.g., one item out of a multi-item order).
• The food quality issue affected only part of your order.
• A discount, coupon, or promotional offer was applied to the original order, affecting the refundable amount.
• A portion of the order was consumed before the issue was reported, and only the remaining portion is being disputed.

The amount of a partial refund will be calculated based on the price paid for the specific item(s) involved in the complaint, minus any applicable discounts or promotions already applied. Wing Snob reserves the right to determine the appropriate refund amount based on the circumstances of each case.

8. Exchange Policy

In some cases, rather than issuing a refund, Wing Snob may offer an exchange or replacement. An exchange may be offered when:

• An incorrect item was delivered and we are able to prepare and deliver the correct item in a timely manner.
• An item is missing from an in-store or pickup order and can be immediately replaced.
• A food quality issue can be resolved by preparing a fresh replacement item.

Exchanges are subject to product availability. If the correct or replacement item is not available, a refund will be issued instead. Exchanges for delivery orders may be subject to additional delivery fees at our discretion; however, we will waive any additional delivery fees in cases where the original error was made by Wing Snob.

Exchanges are not available for the following:

• Items ordered with specific customizations that were fulfilled correctly.
• Items that have been fully consumed.
• Situations where the customer simply prefers a different item without a valid quality or accuracy complaint.

9. Cancellation Policy

We begin preparing your Wing Snob order very shortly after it is placed to ensure the freshest possible hot chicken experience. Because of this, our cancellation window is extremely limited.

9.1 Online and App Orders

• Cancellation Window: You may cancel your order within 5 minutes of placing it, provided that preparation has not yet begun.
• If your order has already entered the preparation stage, cancellation is not guaranteed and may result in only a partial refund or store credit.
• To cancel, contact us immediately at [email protected] or through the ordering platform where the order was placed.

9.2 In-Store Orders

• In-store orders may be cancelled before preparation begins. Once an order is in progress in our kitchen, cancellations will not be accepted.
• Please speak with a Wing Snob team member immediately if you need to cancel an in-store order.

9.3 Catering and Large Group Orders

• Catering orders or large group orders (typically 10 or more people) must be cancelled at least 24 hours in advance of the scheduled pickup or delivery time to receive a full refund.
• Cancellations made less than 24 hours in advance may be subject to a cancellation fee of up to 50% of the total order value to cover the cost of food preparation and resources already committed.
• Cancellations made less than 2 hours before a catering order are non-refundable.

10. Dispute Resolution Process

Wing Snob is committed to resolving all customer concerns in good faith. If you are dissatisfied with the outcome of your refund request, you may escalate your concern through the following process:

1. Internal Escalation: Contact us at [email protected] and request that your case be reviewed by a senior member of our team. Please include your original claim details, your order number, and the reason you are dissatisfied with the initial resolution.
2. Good Faith Negotiation: Our management team will review your escalated complaint within 5 business days and work with you to reach a mutually agreeable resolution.
3. Chargeback Rights: If you paid by credit card or debit card and believe a charge was unauthorized or erroneous, you have the right to initiate a chargeback through your financial institution in accordance with applicable banking regulations. Please note that initiating a chargeback without first attempting to resolve the issue directly with Wing Snob may affect your ability to place future orders with us.
4. Consumer Protection Agencies: As a customer in the United States, you have the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov, or your state's consumer protection office, if you believe your consumer rights have been violated.
5. Legal Remedies: Nothing in this Refund Policy limits your rights to pursue any legal remedy available to you under applicable United States federal or state law.

11. Store Credit Option

In some cases, rather than a monetary refund, Wing Snob may offer store credit as an alternative resolution. Store credit may be issued in the following circumstances:

• When a full monetary refund is not possible due to the nature of the issue.
• When the customer prefers store credit over a monetary refund.
• As a goodwill gesture for significant inconveniences experienced by the customer.

Store credit issued by Wing Snob is non-transferable, has no cash value, and must be used within 90 days of issuance unless otherwise specified. Store credit can be applied to any future order placed with Wing Snob.

12. Third-Party Delivery Platform Orders

If your Wing Snob order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please be aware of the following:

• Refund requests for orders placed on third-party platforms may need to be directed to those platforms in accordance with their own refund policies.
• Wing Snob does not have direct control over refund processing for orders placed through third-party platforms.
• If a third-party platform is unable to resolve your issue to your satisfaction, you are welcome to contact Wing Snob directly, and we will do our best to assist you.
• Delivery fees charged by third-party platforms are not refundable by Wing Snob under any circumstances.

13. Changes to This Refund Policy

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

14. Contact Information for Refund Requests

Our customer service team is here to help. For all refund-related inquiries, please reach out to us using the contact information below:

When contacting us, please include your order number, the email address associated with your order, a description of the issue, and any supporting photos or documentation. This will allow us to process your request as quickly and efficiently as possible.

Our customer support team is available Monday through Friday, 9:00 AM to 6:00 PM (local time). We strive to respond to all inquiries within 1 business day. Thank you for choosing Wing Snob. Your satisfaction is our top priority, and we look forward to making every experience with us a great one.