Refund Policy

At East Coast Wings, customer satisfaction is at the heart of everything we do. We understand that situations arise where an order may not meet your expectations, and we are committed to resolving any concerns in a fair, transparent, and timely manner. Please read this Refund Policy carefully to understand your rights and our obligations when it comes to refunds, cancellations, and exchanges.

1. Overview

This Refund Policy applies to all food orders, catering services, merchandise, and any other products or services purchased through our website at wings-eastcoast.digital or directly at our location(s). By placing an order with East Coast Wings, you agree to the terms outlined in this policy. We operate in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive business practices.

We encourage all customers to review their orders carefully before completing a purchase. Our team is always available to assist with any questions prior to placing an order.

2. Eligibility Conditions for Refunds

Not every situation automatically qualifies for a refund. East Coast Wings will consider refund requests under the following conditions:

• Incorrect Order: You received items that are different from what you ordered (wrong flavor, wrong size, wrong quantity, or missing items).
• Food Quality Issues: The food received was undercooked, spoiled, contaminated, or otherwise not fit for consumption at the time of delivery or pickup.
• Significant Order Delay: Your order was significantly delayed beyond the estimated preparation and delivery time provided at the time of checkout, and you were not notified of the delay in advance.
• Order Never Received: A confirmed delivery order was never delivered to the address specified, and this can be verified through our records or the delivery partner's records.
• Duplicate Charges: You were charged more than once for the same order due to a technical error on our platform.
• Authorized Cancellations: You cancelled your order within the eligible cancellation window as described in Section 8 of this policy.

Refunds are evaluated on a case-by-case basis. East Coast Wings reserves the right to request supporting evidence, such as photographs of the food, order confirmation numbers, or receipts, before approving a refund.

3. Timeframes for Refund Requests

Timely reporting is essential for us to properly investigate and resolve your concern. The following timeframes apply to refund requests:

Refund requests submitted outside of the above timeframes may not be eligible for review. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if there is an issue.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for a refund. Please review the following non-refundable categories carefully:

• Change of Mind: Refunds will not be issued simply because you changed your mind about a food order after it has been prepared.
• Incorrect Address Provided: If an order was delivered to the wrong address because the customer provided incorrect delivery information, no refund will be issued.
• Consumed Food: Orders that have been substantially consumed cannot be refunded based on a quality complaint unless a verifiable safety issue is reported promptly.
• Customized Orders: Food items prepared with specific custom modifications at the customer's request are non-refundable unless there is a verified error on our part.
• Promotional or Discounted Items: Items purchased at a discounted rate through a special promotion may not be eligible for a full refund; only partial refunds may apply at our discretion.
• Gift Cards and Vouchers: Purchased gift cards and promotional vouchers are non-refundable and non-transferable.
• Delivery Fees: Delivery fees are generally non-refundable unless the order was never delivered due to an error on our end.
• Late Cancellations on Catering Orders: Catering orders cancelled within 48 hours of the scheduled event are non-refundable due to the cost of ingredients and preparation already incurred.

5. How to Request a Refund (Step-by-Step)

To ensure your refund request is processed as efficiently as possible, please follow these steps:

1. Step 1 – Gather Your Information: Before contacting us, please have the following ready:
   • Your full name and contact information
   • Your order number or confirmation email
   • The date and time of the order
   • A clear description of the issue
   • Photographs of the food (if applicable), especially for quality or incorrect order claims
2. Step 2 – Contact Us: Reach out to our customer support team through one of the following channels:
   • Email: [email protected]
   • Website: wings-eastcoast.digital
3. Step 3 – Submit Your Request: Provide all relevant information in your message. The more detail you include, the faster we can process your request. Include your order number in the subject line of your email (e.g., "Refund Request – Order #XXXXX").
4. Step 4 – Await Confirmation: Our team will send you an acknowledgment of your refund request within 1–2 business days. We may follow up with additional questions or requests for documentation.
5. Step 5 – Review and Decision: East Coast Wings will review your case and communicate our decision within 3–5 business days of receiving all required information.
6. Step 6 – Refund Issuance: If your refund is approved, it will be processed according to the timelines outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved by East Coast Wings, the time it takes for the refund to appear in your account depends on your original payment method:

Please note that while we process refunds promptly on our end, the exact timing of when funds appear in your account is subject to your bank or financial institution's policies, which are outside of our control. If you have not received your refund after the stated timeframe, we recommend contacting your bank or card issuer first.

7. Partial Refunds

In some situations, East Coast Wings may issue a partial refund rather than a full refund. Partial refunds may be applicable under the following circumstances:

• Only a portion of your order was incorrect or missing (e.g., one item out of a large order was wrong).
• The food was consumed in part before a quality issue was identified.
• A promotional discount was applied to the order, and the refund is calculated based on the actual amount paid.
• An order was partially completed before a cancellation request was made, resulting in costs already incurred.
• The complaint relates to a personal preference (such as flavor, spice level, or seasoning) rather than a verified preparation error, and the item was consumed.

The amount of any partial refund will be determined by East Coast Wings based on the specifics of each case, and our decision will be communicated to you along with a breakdown of how the refund amount was calculated.

8. Cancellation Policy

We understand that plans change. Here is our cancellation policy for different types of orders:

8.1 Standard Food Orders

For regular menu orders placed online or by phone, cancellations are accepted within 5 minutes of the order being placed, provided that food preparation has not yet begun. Once preparation has started, we are unable to cancel the order. If you need to cancel, please contact us immediately by phone or email.

8.2 Catering and Large Group Orders

Catering or large event orders require significant advance preparation. Our cancellation policy for these orders is as follows:

• More than 7 days before the event: Full refund issued.
• 3–7 days before the event: 50% refund issued; 50% retained to cover preparation costs.
• Less than 48 hours before the event: No refund will be issued, as significant resources will have already been committed.

8.3 Pre-Orders and Scheduled Orders

Pre-orders or scheduled delivery orders can be cancelled up to 1 hour before the scheduled pickup or delivery time for a full refund. Cancellations made within 1 hour of the scheduled time will be subject to a cancellation fee equal to 25% of the order total.

9. Exchange Policy

Due to the perishable nature of food products, East Coast Wings does not offer direct exchanges in the same way a retail store might. However, we will work with you to resolve any issue in a satisfactory manner:

• If you received the wrong item, we will prepare and deliver or make available the correct item at no additional charge, subject to availability and operational hours.
• If a replacement is not feasible (e.g., the restaurant is closing or you are too far from our location), a refund or store credit will be issued instead.
• Merchandise items (such as branded apparel or accessories, if sold) may be exchanged within 14 days of purchase, provided they are unused, in original condition, and accompanied by proof of purchase. Food items are excluded from merchandise exchange policies.

10. Dispute Resolution Process

If you are unsatisfied with our decision on your refund request, East Coast Wings encourages you to pursue the following steps to resolve the matter:

10.1 Internal Escalation

If you believe your refund request was not handled properly, you may escalate the matter by emailing [email protected] with the subject line "Escalated Dispute – Order #XXXXX." Please include all prior correspondence, your order details, and a clear explanation of why you believe the initial decision was incorrect. A senior member of our team will review the matter within 5 business days.

10.2 External Consumer Protection Resources

If we are unable to reach a mutually agreeable resolution, you have the right to contact the following external bodies:

• Federal Trade Commission (FTC): You may file a complaint at www.ftc.gov regarding unfair or deceptive business practices.
• Better Business Bureau (BBB): Complaints may be submitted to your local BBB for mediation assistance.
• State Attorney General's Office: Depending on your state of residence, your state's consumer protection division may be able to assist.
• Credit Card Chargeback: If you paid by credit or debit card and believe you were charged for something you did not receive or that was misrepresented, you have the right to initiate a chargeback with your card issuer. We ask that you contact us first so we can attempt to resolve the issue directly before a chargeback is filed.

10.3 Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States and the state in which East Coast Wings operates. Any disputes arising from this policy that cannot be resolved through the channels described above may be subject to binding arbitration or litigation in the applicable jurisdiction.

11. Policy Changes

East Coast Wings reserves the right to modify, update, or revise this Refund Policy at any time. Changes will become effective upon posting to our website at wings-eastcoast.digital. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically. Continued use of our services after any changes constitutes acceptance of the updated policy.

12. Contact Information

For all refund requests, questions, or concerns related to this policy, please contact our customer support team through the following channels:

Our customer support team is available to assist you during regular business hours. We are committed to responding to all refund-related inquiries promptly and professionally. Your satisfaction is our priority, and we will do our best to find a fair resolution to any issue you experience with your East Coast Wings order.