Refund Policy

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

1. About East Coast Wings

East Coast Wings is a food service establishment dedicated to providing high-quality meals and an exceptional dining experience to every customer. We understand that occasionally issues may arise with orders, and we are committed to resolving any concerns in a fair, transparent, and timely manner. This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are handled.

For any questions or concerns related to this policy, you may contact us at:

• Company: East Coast Wings
• Email: [email protected]
• Website: eastcoastcafe.rest

2. Our Commitment to Customer Satisfaction

At East Coast Wings, customer satisfaction is our highest priority. We take great pride in the quality and preparation of every item we serve. If your order does not meet our standards or your expectations due to an error on our part, we will make every effort to resolve the situation promptly and fairly. We encourage all customers to reach out to us as soon as an issue is identified so we can address it effectively.

We evaluate each refund or replacement request on a case-by-case basis and reserve the right to make final determinations in accordance with this policy and applicable consumer protection laws under the Federal Trade Commission (FTC) Act and relevant state consumer protection statutes.

3. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following conditions:

• Your order was incorrect — meaning you received items different from what you ordered.
• Your food item(s) were significantly undercooked, overcooked, or otherwise prepared in a manner inconsistent with food safety or reasonable quality standards.
• Your order arrived in a damaged or compromised condition that was caused during preparation or delivery.
• You were charged an incorrect amount — for example, you were billed for items you did not receive.
• Your order was never delivered or fulfilled despite confirmed payment.
• You experienced a food quality issue such as foreign objects found in food, spoilage, or contamination.

4. Non-Refundable Items and Situations

The following items and situations are not eligible for a refund:

5. Timeframes for Refund Requests

To be considered for a refund, you must report your issue within the following timeframes:

• Dine-In Orders: Issues must be reported to a staff member immediately while you are still at the establishment and before you leave the premises.
• Takeout Orders: Issues must be reported within 30 minutes of picking up your order.
• Delivery Orders: Issues must be reported within 1 hour of the confirmed delivery time as recorded by our system or third-party delivery platform.
• Online Orders (Pre-paid): Cancellation requests must be made within 5 minutes of placing the order, as food preparation may begin immediately.

Requests made outside of these timeframes will generally not be eligible for a refund, as we are unable to verify the condition or accuracy of the order after a significant period of time has passed.

6. How to Request a Refund — Step-by-Step

Follow the steps below to submit a refund request:

1. Step 1 — Contact Us Immediately: Reach out to East Coast Wings as soon as you identify the issue. You can contact us via email at [email protected] or through our website at eastcoastcafe.rest. If the issue concerns a dine-in order, notify a server or manager directly.
2. Step 2 — Provide Your Order Information: Have the following information ready when you contact us:
   • Your full name
   • Order number or confirmation number (if applicable)
   • Date and time of your order
   • Method of ordering (dine-in, takeout, delivery, or online)
   • Payment method used
   • A description of the issue you experienced
3. Step 3 — Submit Supporting Evidence (If Applicable): For delivery and online orders, we strongly recommend attaching photographic evidence of the issue (e.g., photos of the incorrect or damaged item). This will help us process your request more efficiently.
4. Step 4 — Review and Assessment: Our team will review your request and may contact you for additional information. We aim to respond to all refund inquiries within 1–2 business days.
5. Step 5 — Resolution: Once your request has been reviewed and approved, we will notify you of the outcome and the method of resolution — which may include a full refund, partial refund, store credit, or replacement order.

7. Refund Processing Times by Payment Method

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

Please note that East Coast Wings is not responsible for delays caused by your financial institution or third-party payment processors. If you have not received your refund after the estimated processing time, please contact your bank or payment provider before reaching out to us.

8. Partial Refunds

In some circumstances, a partial refund may be granted rather than a full refund. Partial refunds may apply in the following situations:

• Only a portion of your order was incorrect or missing, and the remainder was received as expected.
• A food quality issue affected only one or more specific items in a larger order.
• The customer partially consumed the item before identifying the issue.
• The reported issue represents a minor deviation from the order rather than a complete failure of fulfillment.

The amount of a partial refund will be determined at the sole discretion of East Coast Wings management, based on a fair assessment of the situation and the value of the affected items relative to the total order.

9. Exchange Policy

In many cases involving incorrect or unsatisfactory orders, East Coast Wings may offer a replacement order as an alternative to a monetary refund. This option is typically offered in the following situations:

• You received the wrong item(s) and are able to return to our location or are within our delivery zone.
• The replacement can be prepared and delivered within a reasonable timeframe.
• The original item has not been significantly consumed.

Exchanges or replacement orders are subject to the same preparation and delivery lead times as standard orders. We reserve the right to offer a replacement in lieu of a monetary refund, particularly for in-store and takeout orders. If a replacement is not feasible due to timing, distance, or other circumstances, a refund or store credit will be issued instead.

10. Cancellation Policy

We understand that plans can change, and we will do our best to accommodate cancellation requests. However, due to the perishable nature of food items and the speed of our preparation process, the following cancellation terms apply:

• Online Pre-Orders: Cancellations must be requested within 5 minutes of placing the order. Once food preparation has commenced, the order cannot be cancelled and no refund will be issued.
• Phone Orders: Cancellations may be accepted if requested before food preparation has begun. Please call us immediately after placing your order if you need to cancel.
• Scheduled or Advance Orders: For orders placed in advance for a future date or time, cancellations must be submitted at least 24 hours before the scheduled fulfillment time to be eligible for a full refund.
• Catering and Large Group Orders: Cancellations for catering orders or large group bookings must be made at least 48 hours in advance. Cancellations made less than 48 hours before the scheduled event may be subject to a cancellation fee of up to 50% of the total order value, depending on the preparation costs already incurred.

11. Third-Party Delivery Platform Orders

When orders are placed through third-party delivery services, the refund and cancellation process may differ from our standard policy. In such cases:

• Refund requests for delivery issues (e.g., late delivery, missing items, damaged goods during transit) must be submitted directly to the respective delivery platform.
• East Coast Wings will cooperate fully with third-party platforms during any investigation and will provide evidence or clarification where required.
• Refund decisions made by third-party platforms are at their discretion and are governed by their own terms of service.
• Issues with food quality that are the responsibility of East Coast Wings (e.g., incorrect order, food safety concerns) may still be reported to us directly, and we will work with the platform to facilitate a resolution.

12. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, or if you believe your concern was not adequately addressed, you may initiate a formal dispute by following these steps:

1. Informal Resolution: Contact our customer service team at [email protected] and clearly describe your dispute. Please include all relevant documentation, including your order details, previous correspondence, and any evidence supporting your claim. We will make every effort to resolve the matter within 5 business days.
2. Escalation: If the matter is not resolved to your satisfaction through informal communication, you may request to escalate your concern to a senior member of our management team. Please indicate "Formal Dispute" in your email subject line.
3. External Remedies: If a resolution cannot be reached through internal channels, you retain the right to pursue remedies through applicable consumer protection agencies. In the United States, you may file a complaint with:
   • The Federal Trade Commission (FTC) at www.ftc.gov
   • Your state's Attorney General office or consumer protection bureau
   • The Better Business Bureau (BBB) at www.bbb.org
4. Chargebacks: If you initiate a chargeback with your credit card issuer or bank before attempting to resolve the dispute with us directly, we reserve the right to contest the chargeback and provide all relevant documentation to the financial institution. We strongly encourage customers to contact us first, as we are committed to resolving legitimate concerns promptly.

13. Food Safety and Health Concerns

If you believe that a food item from East Coast Wings has caused illness, injury, or a serious health concern, please take the following steps immediately:

• Seek appropriate medical attention if necessary.
• Preserve the remaining food item and its packaging, if possible, as evidence.
• Contact us immediately at [email protected] with full details of your concern.
• You may also contact your local health department to report a food safety issue.

East Coast Wings takes all food safety concerns with the utmost seriousness. We will conduct an internal review and cooperate fully with any relevant health authorities. Refunds related to verified food safety issues will be handled on a priority basis.

14. Store Credit

In certain cases, East Coast Wings may offer store credit as an alternative to a cash or card refund. Store credit may be offered when:

• A monetary refund is not feasible due to payment method limitations.
• The customer prefers store credit over waiting for a financial refund.
• The nature of the issue warrants goodwill credit rather than a full refund.

Store credit issued by East Coast Wings is valid for 90 days from the date of issuance, is non-transferable, and cannot be exchanged for cash. Store credit can be applied to future orders at our establishment.

15. Modifications to This Policy

East Coast Wings reserves the right to update, modify, or amend this Refund Policy at any time. Changes will take effect immediately upon publication on our website at eastcoastcafe.rest. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services following any changes constitutes your acceptance of the revised policy.

16. Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States of America and the applicable laws of the state in which East Coast Wings operates. Consumer rights are protected under the Federal Trade Commission (FTC) Act, and where applicable, state-level consumer protection statutes. Nothing in this policy is intended to limit or exclude any rights you may have under applicable law.

17. Contact Information for Refund Requests

To submit a refund request or to ask any questions regarding this policy, please reach out to us through any of the following channels: