Refund Policy

1 Overview

At WingSnob, your satisfaction is our top priority. We stand behind the quality of our food and service, and we are committed to ensuring that every customer has an exceptional dining experience. This refund policy outlines the circumstances under which we provide refunds and exchanges to maintain the highest standards of customer satisfaction.

This policy applies to all orders placed through our restaurant, online platform, delivery services, and catering orders. Please read this policy carefully to understand your rights and our procedures for handling refund requests.

2 Refund Eligibility

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

Timeframe Requirements

• Dine-in orders: Report issues immediately before leaving the restaurant
• Takeout orders: Contact us within 2 hours of pickup
• Delivery orders: Contact us within 1 hour of delivery
• Catering orders: Report issues within 30 minutes of delivery or pickup
• Gift card refunds: Request within 30 days of purchase (unused portion only)

Valid Reasons for Refunds

• Incorrect order received (wrong items, missing items)
• Food quality issues (overcooked, undercooked, cold temperature)
• Food safety concerns (foreign objects, spoiled ingredients)
• Delivery delays exceeding 30 minutes from estimated time
• Canceled orders before preparation begins
• Restaurant closure due to unforeseen circumstances

Required Documentation

• Original receipt or order confirmation number
• Photo evidence for quality or accuracy issues
• Detailed description of the problem
• Contact information for follow-up communication

3 Non-Refundable Items

The following items and circumstances are not eligible for refunds:

Food Items

• Custom orders prepared to customer specifications (unless preparation error)
• Partially consumed food (unless food safety issue identified)
• Orders placed during busy periods with clearly communicated extended wait times
• Items refused due to personal taste preference when prepared correctly
• Promotional or discounted items (may be eligible for replacement only)

Services and Situations

• Delivery fees when order was successfully delivered
• Service charges and tips already processed
• Orders canceled after food preparation has begun
• Weather-related delivery delays beyond our control
• Customer unavailability for delivery after multiple attempts
• Incorrect address provided by customer

Gift Cards and Promotions

• Expired gift cards or promotional codes
• Lost or stolen gift cards without proof of purchase
• Promotional items received as part of special offers
• Loyalty program rewards and earned credits

4 Refund Process

Follow these steps to request a refund:

Step 1: Contact Us Immediately

• Call our customer service: +1 212-777-2500
• Email us at: [email protected]
• Visit us in person at: 6 Bond St, New York, NY 10012, USA
• Use our online contact form with "Refund Request" in the subject

Step 2: Provide Required Information

• Order number or receipt information
• Date and time of order
• Detailed description of the issue
• Photos if applicable (food quality, incorrect items)
• Preferred refund method

Step 3: Investigation and Response

• We will acknowledge your request within 2 hours during business hours
• Our team will investigate the issue with relevant staff
• You may be contacted for additional information or clarification
• We will provide a decision and resolution within 24 hours

Step 4: Resolution Implementation

• Approved refunds will be processed using your preferred method
• You will receive confirmation of the refund processing
• Alternative solutions may be offered (replacement, credit, compensation)

5 Refund Methods

Refunds are processed using the following methods and timeframes:

Original Payment Method

• Credit/Debit Cards: 3-5 business days for processing
• Cash payments: Immediate refund or store credit
• Digital wallets (Apple Pay, Google Pay): 1-3 business days
• Gift cards: Replacement gift card or account credit

Alternative Refund Options

• Store credit: Immediate processing, no expiration date
• Account credit: Applied to customer loyalty account
• Bank transfer: 2-3 business days (for large catering orders)
• Check payment: 7-10 business days (special circumstances only)

Processing Times

• Same-day processing for cash and store credit
• Next business day initiation for card refunds
• Email confirmation sent when refund is processed
• Tracking information provided for check payments

6 Exchanges

In many cases, we prefer to offer exchanges or replacements instead of refunds to ensure you receive the WingSnob experience you ordered.

When We Offer Exchanges

• Incorrect order items (we prepare the correct items)
• Food temperature issues (fresh, hot replacement)
• Minor preparation errors (remake to specifications)
• Missing sauce or sides (immediate provision)
• Customer preference for different preparation style

Exchange Process

• Contact us immediately when issue is identified
• Return of incorrect/unsatisfactory items may be required
• Replacement items prepared fresh and prioritized
• No additional charge for exchanges due to our error
• Delivery of replacement items at no extra cost

Exchange vs. Refund

• Exchanges are preferred for minor issues and service recovery
• Refunds are offered when exchange is not possible or preferred
• Customer choice between exchange or refund when both are applicable
• Partial refunds may be combined with exchanges for complex orders

7 Damaged or Defective Items

Special procedures apply to orders with food safety concerns or significant quality issues:

Immediate Action Required

• Stop consumption immediately if safety concern identified
• Preserve evidence (photos, physical samples if safe)
• Contact us immediately at +1 212-777-2500
• Do not attempt to return spoiled food to restaurant

Priority Processing

• Food safety issues receive immediate priority response
• Full refund plus compensation for inconvenience
• Investigation initiated to prevent future occurrences
• Health department notification if required by regulations
• Follow-up contact to ensure customer wellness

Quality Assurance Review

• Internal review of preparation and handling procedures
• Staff retraining if process errors identified
• Supplier review for ingredient-related issues
• Equipment inspection for temperature or cooking problems

8 Contact Information

For refund requests, questions about this policy, or any concerns about your order, please contact our customer support team:

Response Times

• Phone calls: Immediate response during business hours
• Emails: Within 2 hours during business hours
• Online forms: Within 4 hours during business hours
• Emergency food safety issues: Immediate response 24/7

Escalation Process

• Speak with shift manager for immediate concerns
• Request general manager for unresolved issues
• Contact corporate office for policy questions
• Management response within 24 hours for all escalated matters