Refund Policy

1

Overview - Our Commitment to Customer Satisfaction

At Wing Snob, we are committed to delivering exceptional food quality and customer service. We understand that occasionally, products may not meet your expectations, and we have established this comprehensive refund policy to ensure your complete satisfaction.

This policy applies to all food orders, catering services, and franchise operations. We reserve the right to modify this policy at any time, with changes taking effect immediately upon posting on our website.

2

Refund Eligibility Criteria

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

• Timeframe: Refund requests must be submitted within 24 hours of order pickup or delivery
• Product Condition: Food items must be substantially uneaten (more than 75% remaining) to qualify for a full refund
• Proof of Purchase: Valid receipt, order confirmation email, or transaction ID required
• Reason Documentation: Clear description of the issue (quality, preparation, incorrect order, etc.)
• Contact Requirement: Initial contact with our customer service team before returning items
• Original Packaging: Items should be in original containers when possible
• Photo Evidence: For quality issues, photographic evidence may be requested

3

Non-Refundable Items and Services

The following items and services are not eligible for refunds under normal circumstances:

• Consumed Food: Items that have been substantially consumed (less than 25% remaining)
• Custom Orders: Special preparation requests or heavily customized items
• Catering Deposits: Non-refundable deposits for catering services (unless cancelled 48+ hours in advance)
• Gift Cards: Digital and physical gift cards are non-refundable once purchased
• Promotional Items: Free items received through promotions or discounts
• Franchise Fees: Initial franchise fees and ongoing royalty payments
• Third-Party Delivery: Delivery fees charged by third-party platforms
• Late Requests: Refund requests submitted more than 24 hours after order completion
• Change of Mind: Orders cancelled due to customer preference changes after preparation begins

4

Refund Request Process

Follow these steps to request a refund:

• Step 1: Contact Us Immediately - Call +1 215-545-2535 or email [email protected] within 24 hours
• Step 2: Provide Order Details - Share your order number, purchase date, and contact information
• Step 3: Describe the Issue - Explain the problem clearly and provide photos if requested
• Step 4: Await Instructions - Our team will provide specific return instructions within 2 business hours
• Step 5: Return Items (if required) - Bring items to the store or arrange pickup if specified
• Step 6: Refund Processing - Refunds will be processed once the return is verified
• Step 7: Confirmation - You will receive email confirmation once the refund is issued

5

Refund Methods and Timeframes

Approved refunds will be processed using the following methods and timeframes:

• Credit/Debit Cards: Refunds processed to original payment method within 3-5 business days
• Cash Payments: Cash refunds available immediately at store location
• Digital Wallets: PayPal, Apple Pay, Google Pay refunds within 1-3 business days
• Gift Cards: Store credit issued immediately for gift card purchases
• Third-Party Platforms: Refunds through delivery apps processed per platform policies (5-10 business days)

Partial Refunds: In cases where only portion of an order is affected, partial refunds will be calculated based on the menu price of affected items plus applicable taxes.

6

Exchange Policy

We offer exchanges as an alternative to refunds in many situations:

• Incorrect Orders: Immediate replacement of incorrect items at no additional charge
• Quality Issues: Fresh preparation of items that do not meet quality standards
• Temperature Problems: Reheating or fresh preparation of cold items
• Preference Exchanges: One-time exchange for different menu items of equal or lesser value
• Size Adjustments: Upgrading or downgrading portion sizes with price adjustment

Exchange Timeframe: Exchanges must be requested within the same timeframe as refunds (24 hours) and are subject to item availability.

7

Damaged or Defective Items Policy

Special procedures apply to damaged or defective food items:

• Immediate Reporting: Report damaged items immediately upon receipt
• Photo Documentation: Take clear photos of damaged packaging or food items
• Do Not Consume: Do not consume items that appear damaged or unsafe
• Priority Processing: Damaged item claims receive priority processing
• Full Refund: Damaged items qualify for full refunds regardless of consumption
• Replacement Offer: Free replacement plus additional compensation for inconvenience
• Health Concerns: Items with potential health risks will be escalated to management immediately

Investigation Process: We may conduct internal investigations for damaged items to prevent future occurrences and improve our quality control procedures.