Refund Policy

Overview

At Wing Snob, customer satisfaction is our top priority. We are committed to providing exceptional food quality and service. If you are not completely satisfied with your order, we offer a comprehensive refund policy to ensure your experience meets our high standards.

This refund policy applies to all orders placed through our restaurant, online ordering system, delivery platforms, and catering services. We strive to resolve any issues promptly and fairly while maintaining the highest standards of food safety and quality.

Please read this policy carefully to understand your rights and our procedures for processing refunds and exchanges.

Refund Eligibility

To be eligible for a refund, your request must meet the following criteria:

• Timeframe: Refund requests must be made within 24 hours of order receipt for food quality issues, or within 2 hours for delivery/pickup issues.
• Proof of Purchase: Valid receipt, order confirmation number, or payment verification must be provided.
• Product Condition: Food items must be substantially unconsumed (more than 75% remaining) to qualify for a full refund.
• Valid Reasons: Incorrect order, food quality issues, temperature problems, missing items, or delivery failures.
• Documentation: Photos may be requested for food quality claims to expedite the refund process.

Non-Refundable Items

The following items and circumstances are not eligible for refunds:

• Consumed Food: Items that have been substantially consumed (more than 25% consumed) except in cases of contamination or safety issues.
• Special Orders: Customized or specially prepared items that were made to customer specifications.
• Promotional Items: Free items, promotional discounts, or items purchased with coupons may have limited refund eligibility.
• Third-Party Delivery: Refunds for third-party delivery service fees must be requested directly from the delivery platform.
• Change of Mind: Orders cancelled after preparation has begun or personal preference changes.
• Gift Cards: Gift cards are non-refundable but can be used for future purchases without expiration.

Refund Process

Follow these steps to request a refund:

Step 1: Contact Us

Reach out to our customer service team immediately upon discovering an issue with your order. Provide your order number and describe the problem in detail.

Step 2: Provide Information

• Order Details: Order number, date, time, and payment method used.
• Issue Description: Detailed explanation of the problem with your order.
• Supporting Evidence: Photos of incorrect, damaged, or poor-quality items if applicable.

Step 3: Review Process

Our team will review your request within 2-4 hours during business hours. We may contact you for additional information or clarification.

Step 4: Resolution

Once approved, your refund will be processed according to our refund methods policy outlined below.

Refund Methods

Refunds are processed using the following methods and timeframes:

• Credit/Debit Cards: Refunded to the original payment method within 3-5 business days. Processing time may vary by bank.
• Cash Payments: Cash refunds available immediately at the restaurant location with manager approval.
• Digital Wallets: PayPal, Apple Pay, Google Pay refunds processed within 1-3 business days.
• Store Credit: Immediate store credit available for future purchases, valid for 1 year from issue date.
• Gift Cards: Replacement gift cards issued for gift card payment refunds.

Note: We cannot issue refunds to a different payment method than originally used for security reasons.

Exchanges

In many cases, we prefer to offer exchanges rather than refunds to ensure you receive the quality meal you expect:

• Incorrect Orders: We will remake your order correctly at no additional charge with priority preparation.
• Quality Issues: Fresh replacement items prepared to our quality standards.
• Temperature Problems: Immediate reheating or fresh preparation of affected items.
• Missing Items: Free delivery or pickup of missing items, plus a courtesy item for the inconvenience.
• Upgrade Options: When available, we may offer upgraded items or additional portions as compensation.

Exchanges are typically faster than refunds and ensure you still receive a great meal from Wing Snob.

Damaged or Defective Items

We have special procedures for handling damaged, contaminated, or defective food items:

Immediate Actions

• Stop Consumption: Discontinue eating the affected item immediately and preserve it for inspection if safe to do so.
• Contact Us Immediately: Call our emergency line for potential food safety issues.
• Document Everything: Take photos and note the time, circumstances, and any symptoms if applicable.

Our Response

• Immediate Refund: Full refund processed within 24 hours for confirmed safety issues.
• Investigation: Thorough review of preparation and storage procedures.
• Medical Assistance: Support with medical documentation if health issues arise.
• Prevention Measures: Implementation of additional safety protocols to prevent recurrence.

Contact Information

For refund requests or questions about this policy, please contact us using any of the following methods: