Refund Policy

Effective Date: April 1, 2026 | Last Updated: April 1, 2026

1. Our Commitment to Customer Satisfaction

Wing Snob takes pride in providing exceptional food quality and service. We understand that issues can occasionally arise with food orders, including incorrect items, quality concerns, or delivery problems. This Refund Policy has been developed in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and applicable state laws governing food service businesses.

We encourage all customers to contact us promptly if there is any issue with their order. Our goal is to resolve concerns fairly, efficiently, and in a manner that restores your confidence in Wing Snob.

2. Eligibility for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received items that were different from what you ordered (e.g., wrong flavor, wrong quantity, wrong protein).
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Food Quality Issues: The food received was undercooked, spoiled, or otherwise not meeting reasonable quality standards at the time of delivery or pickup.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Order Not Delivered: Your order was confirmed but never delivered, and the issue is verified as being on our end or our delivery partner's end.
• Significant Delay: Your order was delivered significantly later than the estimated time, causing the food to be unusable or of unacceptable quality.
• Unauthorized Transaction: A charge was made to your account without your authorization.

3. Non-Refundable Items and Circumstances

Certain situations and items are not eligible for refunds. Please review the following carefully:

• Change of Mind: Refunds will not be issued simply because you changed your mind after placing and receiving a correctly prepared order.
• Incorrect Order Placement: If you selected the wrong items, flavors, sizes, or quantities when placing your order, Wing Snob is not responsible for issuing a refund once the order has been prepared.
• Promotional or Discounted Items: Items purchased at a promotional price or using a discount code are generally non-refundable unless there is a qualifying quality or fulfillment issue.
• Partially Consumed Orders: If more than a reasonable portion of the food has been consumed, a full refund will not be granted unless there is a documented safety or quality concern.
• Customer-Caused Issues: If the food quality was affected due to the customer's actions after delivery or pickup (e.g., leaving food in a hot vehicle), a refund will not be issued.
• Catering Deposits: Non-refundable deposits paid for catering or large group orders are not refundable once confirmed, except in specific cancellation circumstances described in Section 8 below.
• Gift Cards and Promotional Credits: Gift card purchases and any credited amounts applied to an account are non-refundable and non-transferable.

4. Refund Request Timeframes

To be eligible for a refund, you must submit your request within the following timeframes:

Refund requests submitted after the applicable timeframe may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issue is identified.

5. How to Request a Refund

To initiate a refund, please follow these steps:

1. Step 1 – Gather Your Order Information: Locate your order confirmation email or receipt. Have your order number, date of purchase, and the email address used for the order ready.
2. Step 2 – Document the Issue: If the refund request is related to a food quality issue, incorrect item, or missing item, take a clear photograph of the food or the packaging as received. This will help us investigate your claim more efficiently.
3. Step 3 – Contact Us: Reach out to our customer support team using one of the methods listed below in Section 11. Provide your order number, a description of the issue, and any supporting photos or documentation.
4. Step 4 – Review Process: Our team will review your claim within 2 business days and may follow up to request additional information. We will notify you by email of our decision.
5. Step 5 – Refund Issuance: If your refund is approved, we will process it according to the refund processing timelines outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the payment method used at the time of purchase:

Please note that while Wing Snob processes refunds promptly upon approval, the time for the funds to appear in your account is subject to your financial institution's policies, which are beyond our control.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder of the order was properly fulfilled.
• The food quality was below standard for some items but acceptable for others within the same order.
• A significant portion of the food was consumed prior to the complaint being raised, but a genuine quality issue was nonetheless identified.
• An order experienced a moderate (rather than extreme) delay that affected the quality of only certain items.

The determination of whether a full or partial refund is appropriate will be made at the sole discretion of Wing Snob, based on the nature and extent of the issue as documented and verified by our team.

8. Cancellation Policy

Wing Snob's cancellation policy differs depending on the type of order placed:

8.1 Standard Online Orders

Standard food orders placed through snobs-wing.digital or our mobile platform may be cancelled for a full refund only if the cancellation is made within 5 minutes of placing the order and before food preparation has begun. Once preparation has started, cancellations are not accepted, as food is made fresh to order. To request a cancellation, contact us immediately via phone or live chat.

8.2 Catering and Large Group Orders

Catering and large group orders are subject to the following cancellation terms:

Catering deposits are non-refundable in all cases. By placing a catering order and paying a deposit, you acknowledge and agree to this policy.

9. Exchange Policy

Due to the perishable nature of food products, Wing Snob does not offer traditional exchanges in the way a retail product company might. However, we do provide the following remedies as alternatives to a monetary refund, at our discretion:

• Order Replacement: If your order was incorrect or did not meet our quality standards, we may offer to prepare and deliver a replacement order at no additional charge. Replacements are offered when feasible based on your location and our operating hours.
• Store Credit: In lieu of a monetary refund, we may offer store credit equivalent to the value of the affected items. Store credit is applied to your account and may be used on any future order placed through snobs-wing.digital.
• Complimentary Item: For minor issues or inconveniences, we may offer a complimentary item or add-on with your next order as a goodwill gesture.

The type of remedy offered will be determined based on the nature and severity of the issue. Wing Snob will always communicate the available options to the customer and seek to find a satisfactory resolution.

10. Dispute Resolution Process

If you are not satisfied with our initial response to your refund request, you have the right to escalate the matter through the following process:

10.1 Internal Escalation

If you believe your refund request was not handled fairly, please request to have your case escalated to a senior customer service representative or manager. You may do so by emailing [email protected] with the subject line "Refund Escalation – [Your Order Number]." A senior team member will review your case and respond within 3 business days.

10.2 Chargeback and Credit Card Disputes

Customers have the right to dispute a charge with their credit card issuer or bank if they believe the charge was unauthorized or if a legitimate refund was wrongfully denied. We encourage customers to contact us first to resolve the matter before initiating a chargeback, as this process can be time-consuming. Wing Snob will cooperate fully with any chargeback investigation and provide all relevant documentation to the card issuer.

10.3 Consumer Protection Agencies

If your concern is not resolved through our internal process, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): reportfraud.ftc.gov
• Better Business Bureau (BBB): www.bbb.org
• Your state's Department of Consumer Affairs or equivalent regulatory body

10.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States and the applicable laws of the state in which Wing Snob operates. Any legal disputes not resolved through informal channels shall be subject to binding arbitration or adjudicated in the appropriate courts of competent jurisdiction within the applicable state, in accordance with applicable law.

11. Contact Information for Refund Requests

To submit a refund request or inquire about the status of an existing refund, please contact Wing Snob using any of the following methods:

When contacting us, please include the following information to help us process your request as quickly as possible:

• Your full name
• Order number or confirmation code
• Date and time of your order
• Email address associated with the order
• A clear description of the issue
• Photos or supporting documentation (if applicable)

Our customer support team is available during regular business hours. We aim to respond to all refund inquiries within 1–2 business days.

12. Changes to This Refund Policy

Wing Snob reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at snobs-wing.digital with an updated effective date. We encourage customers to review this policy periodically. Continued use of our services following the posting of any changes constitutes your acceptance of those changes.