Refund Policy

Effective Date: July 5, 2026 | Last Updated: July 5, 2026

1. Introduction

At East Coast Wings, we are committed to delivering a high-quality dining experience and ensuring complete customer satisfaction with every order. We understand that sometimes issues arise, and we want to make the refund and resolution process as straightforward and fair as possible.

This Refund Policy outlines your rights and our obligations regarding refunds, exchanges, cancellations, and dispute resolution for all food orders and services provided by East Coast Wings. This policy is governed by applicable United States federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC).

By placing an order with us — whether online through our website at eastcoastcafe.click, by phone, or in person — you agree to the terms outlined in this policy.

2. Contact Information for Refund Requests

For all refund-related inquiries, please contact us using the information below:

3. Eligibility Conditions for Refunds

We want every customer to be satisfied with their order. A refund may be issued under the following circumstances:

• Incorrect Order: You received items that were different from what you ordered (wrong flavor, wrong sauce, wrong quantity, etc.).
• Missing Items: Part of your order was missing upon delivery or pickup and was not provided.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or not prepared to reasonable food safety and quality standards.
• Order Not Delivered: Your delivery order never arrived and there is documented evidence supporting this claim.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Allergic Reaction Due to Mislabeling: If you informed us of a specific allergy and your food was prepared incorrectly, resulting in exposure to the allergen, you may be eligible for a refund and additional remediation.

4. Timeframes for Refund Requests

To ensure your refund request is processed promptly and effectively, please adhere to the following timeframes:

Refund requests submitted after these timeframes may not be eligible for a full refund. Late requests will be reviewed at the sole discretion of East Coast Wings management.

5. Non-Refundable Items and Services

The following items and situations are generally not eligible for refunds:

• Food items that have been fully consumed, with the exception of documented quality or safety concerns.
• Orders where the customer simply changed their mind after the food has been prepared and/or delivered.
• Custom or special-request items that were prepared exactly as specified by the customer.
• Delivery fees charged by third-party delivery platforms (these are subject to the third party's refund policy).
• Tips or gratuities added to any order.
• Catering deposits after the event has taken place, unless there was a documented service failure on our part.
• Orders where complaints are not substantiated with evidence within the required timeframe.
• Promotional or discounted items purchased under special deals, unless there is a quality or safety issue.

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

To request a refund, please follow these steps carefully to ensure your case is handled as efficiently as possible:

1. Step 1 – Document the Issue: Before contacting us, take clear photographs or videos of the problem (wrong items, missing food, quality concerns, etc.). This documentation will support your claim.
2. Step 2 – Contact Us Promptly: Reach out to our customer service team within the applicable timeframe (see Section 4). You can contact us via:
   • Email: [email protected]
   • Website contact form at: eastcoastcafe.click
3. Step 3 – Provide Order Details: When you contact us, please include the following information:
   • Your full name
   • Order number or confirmation reference
   • Date and time of the order
   • A clear description of the issue
   • Photographic or video evidence (if applicable)
   • Your preferred contact method and preferred resolution (refund, replacement, or store credit)
4. Step 4 – Review Process: Our customer service team will review your request within 1–3 business days. We may reach out to ask additional questions or request further documentation.
5. Step 5 – Resolution: Once your request has been reviewed and approved, we will notify you of the outcome and process your refund, replacement, or credit within the applicable timeframe (see Section 7).

7. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will depend on your original payment method:

Please note that while we process refunds promptly on our end, your financial institution's processing times are outside our control. If you have not received your refund within the stated timeframe, please contact your bank or payment provider before reaching out to us.

8. Partial Refunds

In certain circumstances, we may issue a partial refund rather than a full refund. Partial refunds may be granted under the following conditions:

• Only a portion of your order was incorrect or missing, while the rest was delivered accurately.
• A food quality issue affected only part of your order.
• A catering service was partially fulfilled (e.g., some menu items were unavailable but alternatives were provided).
• You consumed a significant portion of the food before reporting the issue.
• The refund request was submitted after the standard timeframe but within an acceptable extended window.

The amount of a partial refund will be determined by East Coast Wings management based on the specific circumstances of your claim. We will communicate the proposed partial refund amount to you before processing.

9. Exchange Policy

In many cases, we prefer to offer a replacement or exchange rather than a monetary refund, as this allows us to quickly resolve the issue while you still enjoy your meal. Our exchange policy works as follows:

• Incorrect Items: If you received the wrong item, we will prepare and deliver or make available the correct item as soon as possible, at no additional charge.
• Missing Items: Missing items will be prepared and delivered or made available for pickup at no charge.
• Quality Issues: If your food did not meet our quality standards, we will replace the item with a freshly prepared version.

If an exchange is not feasible due to timing, distance, or other constraints, we will offer a store credit or full monetary refund in its place. Exchanges must be requested within the applicable timeframe outlined in Section 4.

10. Cancellation Policy

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

10.1 Standard Food Orders

• Cancellations requested within 5 minutes of placing your order may be eligible for a full refund, provided the food preparation has not yet begun.
• Once food preparation has started, cancellations may not be accepted or may only result in a partial refund or store credit at our discretion.
• For online orders, please contact us immediately via email at [email protected] or call us directly if cancellation is needed.

10.2 Catering and Large Group Orders

• Cancellations made more than 72 hours (3 days) before the event: Full refund of any deposit or prepayment.
• Cancellations made between 24 and 72 hours before the event: 50% of the deposit or prepayment will be refunded.
• Cancellations made less than 24 hours before the event: No refund will be issued, as ingredients and staffing will have already been arranged.

10.3 Pre-Orders and Scheduled Deliveries

• Pre-orders may be cancelled and fully refunded up to 12 hours before the scheduled delivery or pickup time.
• Cancellations within 12 hours of the scheduled time may result in a store credit rather than a monetary refund.

11. Third-Party Delivery Platform Orders

If you placed your order through a third-party delivery platform such as DoorDash, UberEats, Grubhub, or a similar service, please be aware of the following:

• Refund requests for orders placed through third-party platforms must first be submitted through that platform's customer support system.
• East Coast Wings does not have direct control over refund processing by third-party platforms.
• Delivery fees, service fees, and tips charged by third-party platforms are subject to their respective refund policies.
• If the issue relates specifically to food quality or preparation (rather than delivery), you may contact us directly at [email protected], and we will work in conjunction with the platform to resolve the matter.

12. Dispute Resolution Process

We are committed to resolving all customer concerns in a fair and timely manner. If you are not satisfied with the outcome of your refund request, please follow the dispute resolution process below:

12.1 Internal Escalation

If your initial refund request was denied or you disagree with the proposed resolution, you may escalate your concern by:

• Sending a written dispute to [email protected] with the subject line: "Refund Dispute – [Your Order Number]".
• Clearly stating the reason for your dispute and any additional evidence you wish to provide.
• Our management team will review your escalated dispute within 5 business days and provide a final decision.

12.2 Consumer Protection Agencies

If you believe your consumer rights have been violated, you have the right to file a complaint with:

• The Federal Trade Commission (FTC): www.ftc.gov or by calling 1-877-FTC-HELP (1-877-382-4357).
• Your State Attorney General's Office for state-level consumer protection concerns.
• The Better Business Bureau (BBB): www.bbb.org.

12.3 Chargeback Notice

If you initiate a chargeback with your bank or credit card company without first attempting to resolve the issue directly with East Coast Wings, we reserve the right to dispute the chargeback with supporting documentation. We strongly encourage customers to contact us first, as we are committed to resolving issues promptly and fairly.

13. Food Safety Concerns

The health and safety of our customers is our highest priority. If you believe you have experienced a foodborne illness or food safety issue as a result of consuming our products, please:

• Seek medical attention immediately if you are experiencing serious symptoms.
• Contact us immediately at [email protected] with details of your concern.
• Report the incident to your local health department if appropriate.

Food safety complaints are treated with the utmost seriousness and will be escalated to our management team immediately upon receipt. A full refund and additional support will be provided in verified cases of food safety failures.

14. Changes to This Policy

East Coast Wings reserves the right to modify or update this Refund Policy at any time. Changes will be effective immediately upon posting to our website at eastcoastcafe.click. The date at the top of this page will reflect the most recent update. We encourage customers to review this policy periodically to stay informed of any changes.

15. Governing Law

This Refund Policy is governed by the laws of the United States and the applicable state laws where East Coast Wings operates. Consumer protection standards set forth by the Federal Trade Commission (FTC) apply to all transactions and disputes arising under this policy.