Refund Policy

At Wing Snob, we are committed to delivering a satisfying dining experience with every order. We understand that issues can arise, and we want to make sure our customers feel confident when ordering from us. This Refund Policy outlines your rights and our obligations regarding refunds, cancellations, exchanges, and disputes related to purchases made through our website at wingsnob-hotchicken.top or through any affiliated ordering platforms.

Please read this policy carefully before placing an order. By completing a purchase, you agree to the terms described herein.

1. General Refund Philosophy

Wing Snob takes pride in the quality of our hot chicken and food products. We handle each order with care and attention to detail. Because our products are perishable food items prepared fresh upon order, our refund policy is structured to reflect the nature of the food service industry while still protecting the interests of our valued customers.

We operate in accordance with applicable United States consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act, and any applicable state-level consumer protection regulations. Customers located in California may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA), which may intersect with certain data-related aspects of order disputes.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• You received an item that was incorrect — meaning it differed substantially from what was described on our menu or ordering platform.
• You received food that was clearly inedible, spoiled, or presented a food safety concern at the time of delivery or pickup.
• Your order was never delivered or received despite a confirmed order and payment.
• Significant portions of your order were missing at the time of delivery or pickup, and you did not receive an appropriate replacement or correction.
• A technical error on our website or ordering platform caused a duplicate charge or unauthorized transaction on your payment method.

Refunds will not be issued for the following reasons:

• You changed your mind after the order was confirmed and preparation had begun.
• You disliked the flavor, spice level, or personal taste preferences — as our menu descriptions are made available for your review before ordering.
• You provided an incorrect delivery address or pickup details that resulted in order issues.
• The order was consumed fully or partially before a complaint was raised.
• Delays caused by third-party delivery services outside our direct control.
• Promotional or discounted items purchased as part of a limited-time offer (unless otherwise stated).

3. Timeframes for Refund Requests

To be eligible for a refund, your request 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 immediately upon receipt.

4. Non-Refundable Items and Services

Certain items and services are non-refundable by nature of the food service business. These include but are not limited to:

• Consumed food items: Any item that has been eaten or substantially consumed cannot be returned or refunded.
• Custom or special orders: Orders prepared with specific customizations per the customer's request are non-refundable unless a preparation error was made on our part.
• Delivery fees: Delivery charges paid at checkout are non-refundable unless the order was entirely undelivered due to an error on our part.
• Service fees and platform fees: Any third-party service or convenience fees charged by ordering platforms are subject to the refund policies of those individual platforms.
• Gift cards and promotional credits: Gift card purchases and promotional vouchers are non-refundable and cannot be exchanged for cash.

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

If you believe you are entitled to a refund under this policy, please follow the steps below:

1. Gather Your Order Information: Before contacting us, have the following information ready:
   • Your order confirmation number
   • Date and time of the order
   • Your name and contact email or phone number
   • A description of the issue
   • Photographs of the food item or packaging (if applicable — highly recommended for quality or safety claims)
2. Contact Us Directly: Reach out to our customer support team through one of the following channels:
   • Email: [email protected]
   • Website: wingsnob-hotchicken.top
3. Submit Your Claim: Clearly explain the nature of your complaint and include any supporting evidence such as photos, screenshots, or receipts. The more detail you provide, the faster we can resolve your request.
4. Await Our Response: Our team will review your request and respond within 1 to 3 business days. We may follow up with additional questions to verify your claim.
5. Resolution: Once your claim is verified and approved, we will notify you of the refund decision and process the appropriate remedy — either a full refund, partial refund, store credit, or replacement order as deemed appropriate.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to reach your account will depend on your original payment method:

Please note that Wing Snob initiates the refund process on our end immediately upon approval. However, the time it takes for the refund to appear in your account is subject to your bank or payment provider's processing schedule, which is beyond our control.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. This may occur when:

• Only a portion of your order was incorrect or missing, and the remainder was received in satisfactory condition.
• You consumed a portion of the order before identifying a quality issue with the remaining items.
• An item was slightly different from the description but still acceptable in quality and quantity.
• A discount, coupon, or promotional code was applied to the original order — in which case, refunds may reflect the actual amount paid rather than the full menu price.

The amount of a partial refund will be determined at the sole discretion of Wing Snob management, based on the nature and extent of the issue reported.

8. Exchange Policy

Because Wing Snob serves freshly prepared food, traditional item exchanges are not always feasible in the same manner as retail products. However, we do offer the following exchange-style remedies:

• Replacement Order: If you received an incorrect item, we may offer to prepare and deliver or make available for pickup the correct item at no additional charge, subject to availability and operational hours.
• Store Credit: In lieu of a cash refund, we may offer store credit equivalent to the value of the affected item(s), which can be applied to your next order.
• Order Correction: If you are picking up your order in-store and the issue is identified at the point of pickup before leaving, we will work to correct the order immediately.

Exchange requests must be made within the same timeframes applicable to refund requests as outlined in Section 3 of this policy.

9. Cancellation Policy

Due to the nature of freshly prepared food, cancellations are subject to strict time limitations:

• Pre-Preparation Cancellation: If you cancel within 5 minutes and before preparation has started, you will receive a full refund to your original payment method within the applicable timeframe listed in Section 6.
• Post-Preparation Cancellation: If preparation has already begun or the order has been dispatched for delivery, cancellations will not be accepted and no refund will be issued.
• Scheduled Orders: For orders placed in advance, cancellations may be made up to 30 minutes before the scheduled pickup or delivery time. Cancellations made within 30 minutes of the scheduled time may not qualify for a refund.
• Large or Catering Orders: Special or bulk orders may have a separate cancellation window communicated at the time of ordering. Please refer to your order confirmation or contact us directly for details.

To cancel an order, please contact us immediately via email at [email protected] or through our website at wingsnob-hotchicken.top.

10. Dispute Resolution Process

Wing Snob is committed to resolving all customer concerns fairly and promptly. If you are dissatisfied with the outcome of a refund or cancellation request, you may pursue resolution through the following process:

Step 1: Internal Escalation

If your initial refund request was denied or you are unsatisfied with the resolution offered, you may request that your case be escalated to a senior member of our management team. Please send an email to [email protected] with the subject line "Escalated Dispute — [Your Order Number]" and include all relevant details and prior correspondence.

Step 2: Good Faith Negotiation

Both parties agree to attempt to resolve the dispute through direct, good-faith communication before pursuing formal legal remedies. Wing Snob will make every reasonable effort to reach an amicable resolution within 10 business days of receiving an escalated dispute notice.

Step 3: Chargeback Process

If you believe you have been charged incorrectly and we have been unable to resolve the matter through the steps above, you retain the right to contact your bank or credit card provider to initiate a chargeback investigation. We encourage customers to work with us directly before initiating a chargeback, as this ensures a faster resolution for both parties.

Step 4: Consumer Protection Authorities

You may also file a complaint with the following authorities if you believe your consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov — for issues related to unfair or deceptive business practices.
• Your State Attorney General's Office: State-level consumer protection offices handle complaints related to local businesses.
• Better Business Bureau (BBB): www.bbb.org — for general consumer dispute mediation.

Step 5: Legal Proceedings

In the unlikely event that a dispute cannot be resolved through the above steps, both parties agree that any legal action shall be governed by the laws of the United States and the applicable state jurisdiction in which Wing Snob operates. Any claims must be brought in a court of competent jurisdiction.

11. Fraudulent Claims

Wing Snob takes fraudulent refund claims seriously. Any customer found to be submitting false, misleading, or repetitive fraudulent refund requests may have their account suspended or banned from future ordering. We reserve the right to report instances of suspected fraud to the appropriate authorities.

12. Policy Updates and Amendments

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 wingsnob-hotchicken.top. The 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 updates.

Your continued use of our services after any changes to this policy constitutes your acceptance of those changes.

13. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or questions related to this policy, please reach out to us using the following contact details:

Our customer support team is available to assist you during regular business hours. We aim to respond to all inquiries within 1 to 3 business days. For urgent matters, please clearly indicate the urgency in your subject line when emailing us.