Refund Policy

Last Updated: April 8, 2026

1. Introduction

At Wing Snob, customer satisfaction is at the heart of everything we do. We take great pride in preparing fresh, high-quality food products and delivering an exceptional dining experience to every customer. However, we understand that there are occasions when an order may not meet your expectations, arrive incorrectly, or encounter other issues that warrant a refund or replacement.

This Refund Policy applies to all purchases made directly through our website snob-wings.top, by phone, or through any authorized ordering channels. This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, as well as applicable state regulations in the state where the transaction takes place.

Please note that if you place an order through a third-party food delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), you may be subject to that platform's own refund and dispute resolution policies. We encourage you to review those policies separately.

2. Eligibility Conditions for Refunds

Not every order automatically qualifies for a refund. To be eligible for a refund from Wing Snob, one or more of the following conditions must be met:

• Incorrect Order: You received items that were different from what you ordered (wrong flavors, wrong quantities, missing items).
• Food Quality Issues: The food delivered or prepared was found to be spoiled, undercooked, contaminated, or otherwise unfit for consumption upon delivery or pickup.
• Missing Items: Part of your order was not included in your delivery or pickup bag.
• Duplicate Charge: You were charged more than once for the same order due to a technical or payment processing error.
• Order Not Received: Your delivery order was confirmed by our system but never arrived at the designated delivery address, and our team is unable to confirm successful delivery.
• Significant Delay: Your order was substantially delayed beyond our communicated estimated time with no prior notification, resulting in diminished food quality.
• Allergen Concerns: Your order contained an ingredient that you specifically requested to be excluded due to a documented allergy, which was clearly communicated at the time of ordering.

Refund eligibility will be evaluated on a case-by-case basis. Wing Snob reserves the right to request supporting documentation such as photographs of the food item, order confirmation numbers, or other relevant evidence before approving a refund.

3. Non-Refundable Items and Situations

Certain situations and items are not eligible for refunds under this policy. The following are explicitly excluded from our refund program:

• Change of Mind: Refunds will not be issued simply because you changed your mind about your order after it has been prepared.
• Customization Errors by Customer: If a customer selects incorrect options, flavors, or quantities during the ordering process and the order is prepared as requested, no refund will be issued.
• Consumed Food: If the majority of a food item has been consumed before a complaint is raised, refunds will not be granted unless there is a documented health concern or verifiable quality issue.
• Delivery Address Errors: If an order cannot be delivered due to an incorrect address provided by the customer, no refund will be issued for the food cost, though delivery fees may be reviewed.
• Promotional and Discounted Items: Items purchased under special promotional pricing, limited-time deals, or gift card redemptions may have limited or no refund eligibility.
• Digital Gift Cards: Once a digital gift card or store credit has been issued and activated, it is non-refundable and non-transferable.
• Orders from Third-Party Platforms: Orders placed through DoorDash, Uber Eats, Grubhub, or any other third-party delivery platform are subject to those platforms' refund policies and are not handled directly by Wing Snob.

4. Timeframes for Refund Requests

We require that all refund requests be submitted in a timely manner. The following timeframes apply:

Requests submitted outside these timeframes may not be honored at our discretion. We strongly encourage customers to inspect their orders immediately upon receipt and contact us right away if any issues are identified.

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

To submit a refund request, please follow the steps outlined below:

1. Step 1 – Gather Your Information: Before contacting us, have the following ready:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • Description of the issue
   • Photographs of the item (if applicable)
   • Method of payment used
2. Step 2 – Contact Our Customer Support Team: Reach out to us via email at [email protected] or through the contact form available on our website at snob-wings.top. In your message, clearly describe the issue and include all relevant documentation.
3. Step 3 – Review and Investigation: Our customer support team will acknowledge your request within 1 business day and begin investigating the issue. We may follow up with additional questions or request further evidence.
4. Step 4 – Decision Notification: Once our review is complete, we will notify you of our decision via email. This process typically takes 2 to 5 business days depending on the complexity of the issue.
5. Step 5 – Refund Issuance: If your refund request is approved, we will process the refund using your original payment method or offer store credit, depending on the circumstances and your preference.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds will depend on the payment method used at the time of purchase:

Please note that Wing Snob initiates the refund on our end within the timeframe stated above, but the actual posting of the credit to your account is controlled by your financial institution or payment provider. If you have not received your refund after the estimated period, we recommend contacting your bank or payment provider before reaching out to us.

7. Partial Refunds

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

• Only some items in the order were incorrect or missing, and the rest of the order was properly fulfilled.
• The food quality issue affected only a portion of the order.
• A significant portion of the meal was consumed before the issue was reported, making a full refund unreasonable.
• The delay or delivery issue affected only part of the overall order experience.

The amount of a partial refund will be calculated based on the retail value of the affected items, minus any applicable fees (such as delivery charges or service fees that were properly rendered). Our customer support team will communicate the specific partial refund amount to you during the review process.

8. Exchange and Replacement Policy

Where possible and logistically feasible, Wing Snob may offer a replacement rather than a monetary refund. Replacements are subject to availability and operational hours.

• In-Store Pickup Orders: If you are dining in or picking up your order, we can replace an incorrect or unsatisfactory item immediately. Please notify a team member before leaving the restaurant.
• Delivery Orders: In cases where a missing item or incorrect item is confirmed, we may dispatch a replacement delivery when feasible. If a replacement delivery is not practical due to distance or operational constraints, a refund or store credit will be offered instead.
• No Substitute Items: We do not substitute items of equal or lesser value without customer approval. You will always be consulted before a replacement is dispatched.

Exchanges are subject to the same eligibility conditions and timeframe requirements as standard refund requests.

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 our kitchen has begun preparing it, you are entitled to a full refund. Cancellation requests must be made immediately after placing the order by contacting us at [email protected].
• After Preparation Has Begun: Once food preparation has commenced, we are unable to offer a full refund. In this case, we may offer partial store credit at our discretion.
• After Dispatch for Delivery: If the delivery driver has already picked up your order, cancellation is not possible and no refund will be issued.

9.2 Catering and Group Orders

For catering orders, event orders, or large group orders, cancellations must be made at least 48 hours in advance to receive a full refund. Cancellations made less than 48 hours before the scheduled pickup or delivery time may result in a cancellation fee of up to 50% of the total order value, depending on the preparation already completed.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Wing Snob provides a structured dispute resolution process to ensure your concerns are addressed fairly.

10.1 Internal Escalation

If you believe your refund request was incorrectly denied or handled improperly, you may escalate your complaint to a senior member of our customer support team by emailing [email protected] with the subject line: "Refund Dispute – Escalation Request." Please include your original case number and a detailed explanation of why you believe the decision should be reconsidered.

An escalated review will be completed within 5 business days. Our team will provide a written final decision via email.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to initiate a chargeback through your credit card issuer or bank if you believe you were wrongly charged. However, we ask that you first attempt to resolve the issue directly with Wing Snob before initiating a chargeback. Chargebacks initiated without prior contact may result in a temporary suspension of your account pending investigation.

10.3 FTC and Consumer Protection

If you believe Wing Snob has engaged in unfair or deceptive practices, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with your state's Attorney General's office. We are committed to full compliance with the FTC Act and all applicable United States consumer protection laws.

10.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States. Any legal disputes that cannot be resolved through our internal process will be handled through binding arbitration in accordance with the American Arbitration Association (AAA) rules, unless prohibited by applicable law.

11. Policy Modifications

Wing Snob reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting to our website at snob-wings.top. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed of any changes.

Continued use of our services following any modifications to this policy constitutes your acceptance of the revised terms.

12. Contact Information

If you have any questions, concerns, or requests related to this Refund Policy, or if you wish to submit a refund request, please do not hesitate to contact our customer support team using the information below: