Refund Policy

Effective Date: May 22, 2026 | Last Updated: May 22, 2026

At East Coast Wings, we are committed to delivering a satisfying dining experience with every order. We understand that issues may occasionally arise with food orders, and we want to ensure that our customers are treated fairly and transparently. This Refund Policy explains your rights, our obligations, and the procedures for requesting refunds, exchanges, or cancellations in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act.

1. Eligibility Conditions for Refunds

We want every customer to be fully satisfied with their East Coast Wings experience. Refunds may be issued under the following qualifying conditions:

• Incorrect Order: You received an item that is different from what you ordered (wrong flavor, wrong size, wrong item entirely).
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Food Quality Issues: The food received was undercooked, spoiled, or of significantly poor quality that deviates from expected food safety and preparation standards.
• Allergic Reactions Due to Mislabeling: You experienced an allergic reaction resulting from an ingredient not disclosed or incorrectly labeled on the menu, provided that the allergen was clearly communicated at the time of ordering.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Order Not Delivered: Your delivery order was not received within a reasonable timeframe and was confirmed undelivered by our records.
• Significant Preparation Error: The order was prepared in a manner that substantially differs from the specifications you provided (e.g., wrong sauce, wrong level of heat, wrong side items).

To be eligible for a refund, you must provide reasonable evidence of the issue, such as photographs of the incorrect or unsatisfactory food, your order confirmation number, and a description of the problem.

2. Timeframes for Refund Requests

Timeliness is essential when submitting a refund request for food orders. We require that all refund requests be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issue is identified.

3. Non-Refundable Items and Services

Not all purchases are eligible for refunds. The following items and circumstances are non-refundable:

• Orders that have been consumed: If the majority of the food has been eaten, refunds will not be issued for complaints about quality or taste preference.
• Change of mind: Refunds are not provided because you changed your mind about an item you ordered or simply did not enjoy the flavor.
• Customized or special requests: Items prepared according to specific customer customizations that were correctly fulfilled are non-refundable.
• Promotional or discounted items: Items purchased at a special promotional price or with a coupon code may not be eligible for refunds unless they meet another qualifying condition.
• Delivery fees: Delivery fees are non-refundable unless the order was never delivered.
• Tips and gratuity: Any tips or gratuity added at checkout are non-refundable.
• Gift cards and digital vouchers: Once purchased, gift cards and digital vouchers are non-refundable.
• Catering deposits: Deposits made for catering events are non-refundable unless cancellation is made within the qualifying cancellation window.

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

To request a refund from East Coast Wings, please follow these steps carefully:

1. Step 1 — Gather Your Information: Before contacting us, have the following information ready:
   • Your full name and contact information
   • Order confirmation number or receipt
   • Date and time of the order
   • Description of the issue
   • Photographs (if applicable) showing the problem
2. Step 2 — Contact Us Promptly: Reach out to our customer support team via email at [email protected] or visit our website at eastcoastwings-eat.rest. Use the subject line: "Refund Request – [Your Order Number]".
3. Step 3 — Submit Your Claim: Provide all requested details and attach any supporting evidence. Incomplete submissions may delay the review process or result in denial.
4. Step 4 — Wait for Confirmation: You will receive an acknowledgment email within 1 business day confirming that your request has been received and is under review.
5. Step 5 — Review and Decision: Our team will review your claim and respond with a decision within 3–5 business days. We may contact you for additional information during this process.
6. Step 6 — Refund Issued: If your claim is approved, the refund will be processed according to the timelines described in Section 5 below.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on the payment method used at the time of purchase:

6. Partial Refunds

In certain circumstances, East Coast Wings may issue a partial refund rather than a full refund. Partial refunds may be granted in the following situations:

• Only a portion of your order was incorrect or missing, and the remainder was received satisfactorily.
• The food quality issue affected only one item in a multi-item order.
• A significant portion of the order had already been consumed before the complaint was raised.
• The issue reported was a minor deviation from expectations rather than a substantial preparation error.
• A promotional discount was applied to the order, and the refund is calculated based on the amount actually paid rather than the menu price.

The amount of a partial refund will be determined at the sole discretion of East Coast Wings customer service based on the nature and extent of the reported issue. We aim to provide a fair resolution in all cases.

7. Exchange Policy

For in-store or pickup orders, East Coast Wings may offer to replace or re-prepare an order in lieu of a monetary refund. The following conditions apply to exchanges:

• Exchange requests must be made in person at the time of pickup or within 30 minutes of receiving your order for delivery.
• The original food item must be returned or presented (where feasible) for a replacement to be issued.
• Exchanges are subject to availability of menu items at the time of the request.
• We reserve the right to offer a replacement meal or store credit as an alternative to a cash or card refund at our discretion.
• Exchanges are not available for fully consumed meals or where the original issue cannot be verified.

We believe that re-preparing your order fresh is often the best way to resolve a food quality concern, and we will always strive to do so promptly and courteously.

8. Cancellation Policy

Because food preparation begins quickly after an order is placed, our cancellation window is limited. Please review our cancellation terms carefully:

8.1 Online and App Orders

• Orders may be cancelled within 5 minutes of being placed, provided that preparation has not yet begun.
• After 5 minutes, orders cannot be cancelled as they may already be in preparation.
• If you need to cancel, contact us immediately at [email protected] or call the location directly.
• Approved cancellations will receive a full refund to the original payment method within the timeframes listed in Section 5.

8.2 Catering and Group Orders

• Catering orders require at least 48 hours advance notice for cancellation to receive a full refund.
• Cancellations made between 24 and 48 hours before the scheduled event will receive a 50% refund.
• Cancellations made less than 24 hours before the event are non-refundable.
• Deposits for catering orders are non-refundable in cases of last-minute cancellations.

8.3 Third-Party Platform Orders

If your order was placed through a third-party delivery platform such as DoorDash, Uber Eats, Grubhub, or similar services, cancellation requests must be submitted directly through that platform. East Coast Wings cannot process cancellations for third-party orders and is not responsible for the cancellation or refund policies of those platforms.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, East Coast Wings provides a fair and accessible dispute resolution process:

1. Step 1 — Internal Escalation: If your initial refund request was denied or you believe the resolution offered was inadequate, you may request escalation by emailing [email protected] with the subject line: "Refund Dispute Escalation – [Your Order Number]". A senior member of our team will review your case within 5 business days.
2. Step 2 — Chargeback Rights: As a consumer in the United States, you have the right to dispute a charge with your credit card issuer or bank if you believe a charge was unauthorized or made in error. This is a separate right provided by your financial institution and is not limited by our internal policy.
3. Step 3 — Consumer Protection Agencies: If you believe East Coast Wings has engaged in an unfair or deceptive trade practice, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or your state's Attorney General's office.
4. Step 4 — Mediation: For disputes involving catering contracts or amounts exceeding $500, either party may request non-binding mediation as a means of resolving the dispute without litigation. Mediation costs shall be shared equally between the parties.
5. Step 5 — Legal Action: Nothing in this policy limits your rights to pursue legal remedies available under applicable federal or state laws. Governing law for all disputes shall be the laws of the United States and the applicable state in which the transaction occurred.

10. Third-Party Delivery Platform Orders

Please be aware that orders placed through third-party platforms including but not limited to DoorDash, Uber Eats, Grubhub, and Postmates are subject to those platforms' individual refund and dispute policies. East Coast Wings does not control the delivery process for third-party orders and cannot guarantee refunds for issues that arise during delivery through these services. For such orders, we recommend:

• Contacting the delivery platform's customer support first.
• Documenting the issue with photographs immediately upon receipt.
• Contacting East Coast Wings as a secondary step if the platform is unable to resolve the issue.

11. Changes to This Refund Policy

East Coast Wings reserves the right to update, modify, or revise this Refund Policy at any time. Any changes will be posted on our website at eastcoastwings-eat.rest with a revised effective date. Continued use of our services after any such changes constitutes your acceptance of the updated policy. We encourage you to review this policy periodically to stay informed of your rights.

12. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact our customer support team using the details below. We are committed to responding to all inquiries promptly and professionally.

This Refund Policy was last updated on May 22, 2026, and is governed by the applicable laws of the United States, including the Federal Trade Commission Act (FTC Act), 15 U.S.C. § 45, which prohibits unfair or deceptive acts or practices in commerce. East Coast Wings is committed to full compliance with all applicable federal and state consumer protection regulations.