Refund Policy

1. Overview

At WingSnob, customer satisfaction is our highest priority. We are committed to providing exceptional food and service that exceeds your expectations. This Refund Policy outlines our commitment to resolving any issues you may encounter with your order and ensures you have a clear understanding of our refund and exchange procedures.

This policy applies to all orders placed through our website, mobile app, phone orders, and in-store purchases. We reserve the right to modify this policy at any time, with changes taking effect immediately upon posting on our website.

2. Refund Eligibility

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

Timeframe Requirements

• Food Orders: Refund requests must be made within 2 hours of delivery or pickup
• Catering Services: Refund requests must be made within 24 hours of the event
• Gift Cards: Refund requests must be made within 30 days of purchase (unused portion only)
• Advance Orders: Cancellation requests must be made at least 4 hours before scheduled pickup/delivery time

Valid Reasons for Refund

1. Order was not delivered within the promised timeframe (more than 30 minutes late)
2. Incorrect items were delivered
3. Food quality issues (cold, overcooked, undercooked, or spoiled)
4. Missing items from your order
5. Food safety concerns or contamination
6. Allergic reaction due to undisclosed ingredients
7. Restaurant error in order preparation

Required Documentation

• Order confirmation number or receipt
• Proof of purchase (credit card statement, email confirmation, etc.)
• Photographic evidence (for quality or accuracy issues)
• Detailed description of the issue

3. Non-Refundable Items

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

• Promotional Items: Free items, promotional discounts, or items purchased with coupons
• Partially Consumed Orders: Orders that have been substantially consumed (more than 50%)
• Custom Orders: Specially prepared items that cannot be resold
• Late Cancellations: Orders canceled less than 4 hours before scheduled time
• Delivery Fees: Third-party delivery charges (unless delivery was not completed)
• Change of Mind: Refunds due to preference changes after order placement
• Expired Gift Cards: Gift cards that have passed their expiration date
• Event Catering: Orders canceled within 24 hours of the event without valid reason

4. Refund Process

Follow these simple steps to request a refund:

Step 1: Contact Customer Support

Reach out to our customer support team as soon as possible:

• Phone: +7 495 531-09-50
• Email: [email protected]
• Online form: Contact us page

Step 2: Provide Required Information

When contacting us, please provide:

• Your name and contact information
• Order number or receipt
• Date and time of order
• Detailed description of the issue
• Photos if applicable
• Preferred refund method

Step 3: Review and Assessment

Our team will:

1. Review your refund request within 24 hours
2. Verify the order details and payment information
3. Assess the validity of the refund request
4. Contact you if additional information is needed

Step 4: Resolution

Once approved, we will:

• Send you a confirmation email
• Process the refund using your preferred method
• Provide a reference number for tracking
• Follow up to ensure your satisfaction

5. Refund Methods

Original Payment Method

Refunds are typically processed to the original payment method used for the purchase:

• Credit/Debit Cards: 3-5 business days
• Digital Wallets: 1-3 business days
• Bank Transfers: 5-7 business days
• Cash Payments: Immediate cash refund or store credit

Alternative Refund Options

In certain situations, we may offer:

• Store Credit: Equivalent value for future orders (no expiration)
• Gift Card: Transferable credit with extended validity
• Account Credit: Added to your WingSnob account balance

Processing Timeframes

6. Exchanges Policy

When Exchanges Are Available

We offer exchanges in the following situations:

• Incorrect items delivered
• Food quality issues that can be corrected
• Missing items from your order
• Size or quantity discrepancies

Exchange Process

1. Immediate Replacement: For active orders, we can often send a replacement immediately
2. Credit for Future Order: Receive credit equal to the value of the incorrect/missing items
3. Reorder Priority: Priority processing for replacement orders

Exchanges vs. Refunds

We encourage exchanges when possible as they allow us to:

• Correct the issue and ensure your satisfaction
• Provide faster resolution than refund processing
• Maintain your dining experience with WingSnob
• Learn from mistakes and improve our service

7. Damaged or Defective Items

Immediate Action Required

For damaged, spoiled, or contaminated food items:

1. Stop Consumption: Discontinue eating immediately
2. Preserve Evidence: Take photos and keep the food item
3. Contact Us Immediately: Call our emergency food safety line
4. Seek Medical Attention: If you experience adverse reactions

Our Response

For damaged or defective items, we will:

• Provide immediate full refund (no questions asked)
• Replace the entire order at no charge
• Investigate the issue to prevent recurrence
• Cover any reasonable medical expenses if applicable
• Provide compensation for inconvenience

Food Safety Priority