Refund Policy

1. Overview

At Wing Snob, we are committed to providing exceptional food quality and customer service. We understand that occasionally issues may arise with your order, and we want to make the refund process as straightforward as possible.

This refund policy outlines the conditions under which refunds may be granted, the process for requesting refunds, and the timeframes involved. Please read this policy carefully to understand your rights and our procedures.

2. Refund Eligibility

Refunds may be granted under the following conditions:

Time Requirements

• Refund requests must be made within 2 hours of order delivery for delivery orders
• For dine-in orders, concerns must be raised before leaving the restaurant
• Takeout orders must be reported within 1 hour of pickup
• Catering orders must be reported within 4 hours of delivery

Valid Refund Reasons

• Incorrect order received (wrong items or missing items)
• Food quality issues (undercooked, overcooked, or spoiled food)
• Order arrived cold or significantly delayed beyond estimated time
• Allergic reaction due to undisclosed ingredients
• Restaurant error in order preparation

Required Documentation

• Original receipt or order confirmation number
• Photo evidence of the issue when applicable
• Detailed description of the problem
• Contact information for follow-up

3. Non-Refundable Items and Situations

The following items and circumstances are not eligible for refunds:

• Change of mind after order placement and preparation has begun
• Customer error in order placement (ordering wrong items)
• Inability to consume spicy food when spice level was clearly indicated
• Dissatisfaction with taste preference (when food meets quality standards)
• Orders that have been partially consumed (more than 25%)
• Gift cards and promotional credits
• Delivery fees (unless delivery was significantly delayed)
• Custom catering orders placed with less than 24 hours notice
• Orders cancelled after preparation has begun

4. Refund Request Process

Follow these steps to request a refund:

1. Contact our customer service team immediately upon discovering the issue via phone at +1 913-384-5998 or email at [email protected]
2. Provide your order number, receipt, and detailed description of the problem
3. Submit photo evidence if applicable (damaged packaging, incorrect items, etc.)
4. Allow our team to investigate the issue and propose a solution
5. If a refund is approved, you will receive confirmation with refund details
6. Return any unused portions of the order if requested by management

Investigation Process

Our team will review your request and may:

• Contact the kitchen staff to verify preparation details
• Review security footage if available
• Speak with delivery personnel for delivery-related issues
• Request additional information or documentation

5. Refund Methods and Timeframes

Approved refunds will be processed using the following methods:

Payment Method Refunds

• Credit/Debit Card: Refund to original payment method within 3-5 business days
• Cash Payment: Cash refund available immediately at restaurant location
• Gift Cards: Store credit issued for gift card purchases
• Mobile Payment Apps: Refund to original payment app within 1-3 business days

Processing Timeframes

• Refund approval decision: Within 24 hours of request
• Credit card refunds: 3-5 business days after approval
• Cash refunds: Immediate (during business hours)
• Store credit: Immediate upon approval

6. Exchanges vs. Refunds

In many cases, we prefer to offer exchanges or replacements rather than monetary refunds:

Exchange Options

• Replacement of incorrect or defective items
• Store credit for future purchases
• Complimentary items to resolve quality issues
• Redelivery of orders that arrived cold or late

When Exchanges Are Preferred

• Minor quality issues that can be easily corrected
• Single item problems in multi-item orders
• Temperature issues with food that can be quickly remedied
• Missing sauce or side items

Customers may request a monetary refund instead of an exchange, subject to our refund eligibility criteria.

7. Damaged or Defective Items

Special policies apply to damaged or defective food items:

Immediate Action Required

• Do not consume food that appears spoiled, contaminated, or unsafe
• Contact us immediately if you discover foreign objects in food
• Preserve the item and packaging for inspection if safe to do so
• Seek medical attention if you experience adverse health effects

Our Response

• Immediate full refund for safety-related issues
• Investigation of kitchen procedures to prevent recurrence
• Cooperation with health department investigations if required
• Coverage of reasonable medical expenses for verified food safety issues