Refund Policy

At Wings Over, we are committed to delivering high-quality food and an exceptional customer experience. We understand that situations may arise where a refund or adjustment is necessary. This Refund Policy outlines the terms and conditions under which refunds, exchanges, partial credits, and cancellations are handled. Please read this policy carefully before placing an order.

By placing an order through our website at wingsover-food.rest or any associated ordering platform, you agree to the terms set forth in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act), and any relevant state regulations.

1. Our Commitment to Customer Satisfaction

Wings Over takes pride in the quality of our food and service. We strive to prepare every order with care, accuracy, and consistency. However, we acknowledge that errors can occur, and we are dedicated to resolving any legitimate concerns promptly and fairly. Our refund process is designed to be straightforward, transparent, and respectful of our customers' time and money.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong flavor, wrong quantity, wrong item entirely).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food you received was undercooked, spoiled, contaminated, or otherwise unfit for consumption.
• Damaged Food: The food was damaged during delivery to the extent that it is not reasonably consumable.
• Order Not Delivered: Your delivery order was never received, and our records confirm it was not delivered to your address.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Unauthorized Transaction: A charge was made to your payment method without your authorization.

3. Timeframes for Refund Requests

To ensure your refund request can be properly reviewed and resolved, please observe the following timeframes:

Refund requests submitted outside of these timeframes may not be honored. We encourage customers to inspect their orders upon receipt and contact us immediately if there is an issue.

4. Non-Refundable Items and Situations

Certain situations and items are not eligible for refunds. These include, but are not limited to:

• Change of mind: Refunds will not be issued if you simply changed your mind after the order was placed and preparation has begun.
• Incorrect address provided: If an order was not delivered due to an incorrect or incomplete address provided by the customer, no refund will be issued.
• Consumed food: If the majority of an order has been consumed before a complaint is filed, a refund will generally not be granted, except in verified food safety situations.
• Promotional or discounted items: Items purchased using special promotional codes, vouchers, or deeply discounted deals may not be eligible for refunds unless there is a verifiable quality or safety issue.
• Delayed delivery due to external factors: Delays caused by severe weather, traffic conditions, or other circumstances beyond our control do not qualify for refunds.
• Customization errors made by the customer: If a customer selected incorrect customization options (e.g., wrong sauce, wrong side) during checkout, Wings Over is not liable for a refund.
• Third-party delivery platform issues: If your order was placed through a third-party delivery app, their refund policies may apply instead of ours. Please contact the respective platform directly.

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

Requesting a refund from Wings Over is simple. Please follow the steps below to submit your request:

1. Step 1 – Gather Your Information: Collect your order confirmation number, date and time of the order, the email address used to place the order, and any relevant photos or documentation related to your complaint.
2. Step 2 – Contact Us: Reach out to our customer support team via email at [email protected] or visit our website at wingsover-food.rest. You may also call us directly if a phone number is listed on our website.
3. Step 3 – Provide Details: In your message, include your full name, order number, the specific issue you experienced, and any supporting photos or evidence. The more detail you provide, the faster we can process your request.
4. Step 4 – Review Process: Our customer support team will review your request, verify the details against our order records, and may contact you for additional information if needed.
5. Step 5 – Resolution: Once your request is reviewed, we will notify you of the outcome via email. If your refund is approved, we will process it according to the timelines outlined in Section 6 of this policy.

6. Refund Processing Times by Payment Method

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

Please note that while Wings Over processes refunds promptly on our end, your bank or financial institution may take additional time to post the credit to your account. Wings Over is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Partial refunds may be issued in the following circumstances:

• Only certain items in an order were incorrect or missing, while the remainder of the order was correct.
• The food quality issue affected only part of your order.
• A portion of the order was consumed before the issue was identified.
• A delivery fee was charged but the order was otherwise satisfied.
• A promotional discount was applied to the order, and only the non-discounted items are eligible for a refund.

The amount of a partial refund will be calculated based on the price of the affected item(s), including applicable taxes. Wings Over reserves the right to determine the appropriate refund amount at its sole discretion, in good faith and with fairness to the customer.

8. Store Credit and Exchange Policy

In lieu of a monetary refund, Wings Over may offer store credit or a complimentary replacement order in certain situations. Store credit will be applied to your account and may be used toward your next order placed through our website or designated ordering channels.

Exchange Policy

For pickup orders where an incorrect item was provided, we may offer an in-store exchange, subject to the following conditions:

• The incorrect item must be returned to the store in its original packaging, uneaten or largely uneaten.
• The exchange request must be made within 30 minutes of pickup.
• A manager must authorize all in-store exchanges.
• Exchanges are subject to product availability at the time of the request.

For delivery orders, an in-store exchange is generally not practical. In such cases, a refund or store credit will be offered instead.

9. Cancellation Policy

We understand that plans can change. However, due to the perishable nature of food and the speed at which our kitchen begins preparing orders, our cancellation window is limited.

9.1 Cancellation Before Preparation Begins

If you need to cancel your order, you must contact us within 5 minutes of placing the order, before preparation has begun. Orders cancelled within this window will be eligible for a full refund. To cancel, please call us immediately or contact us via the website at wingsover-food.rest.

9.2 Cancellation After Preparation Has Begun

Once our kitchen team has begun preparing your order, cancellations are generally not accepted. In exceptional circumstances (such as a medical emergency or a documented technical error on our platform), we may, at our discretion, offer a partial refund or store credit.

9.3 Scheduled and Pre-Orders

For scheduled future orders or pre-orders, cancellations must be submitted at least 2 hours before the scheduled pickup or delivery time to be eligible for a full refund. Cancellations made within 2 hours of the scheduled time may be subject to a cancellation fee of up to 25% of the order total.

10. Dispute Resolution Process

Wings Over is committed to resolving all customer concerns in a fair and timely manner. If you are not satisfied with the outcome of your refund request, we encourage you to follow the dispute resolution process outlined below.

10.1 Internal Escalation

If your initial refund request was denied or you are unsatisfied with the proposed resolution, you may request escalation to a senior customer service representative or manager. Please send an email to [email protected] with the subject line "Refund Dispute – Escalation Request" and include your original case or order number.

10.2 Chargeback and Credit Card Disputes

You have the right to dispute a charge with your credit card company or bank. However, we encourage customers to contact Wings Over directly before initiating a chargeback, as most issues can be resolved quickly through our internal process. Filing a chargeback without first contacting us may result in your account being flagged or suspended.

10.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may also contact the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your respective state Attorney General's office for local consumer protection assistance.

California residents may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) with respect to personal data used in processing transactions.

11. Food Safety Concerns

If you believe the food you received posed a health or safety risk, please do not consume it. Contact Wings Over immediately and, if you experience any adverse health effects, seek medical attention. You may also report food safety concerns to your local health department or the U.S. Food and Drug Administration (FDA) at www.fda.gov. In cases of verified food safety issues, Wings Over will prioritize your refund request and conduct an internal investigation.

12. Changes to This Refund Policy

Wings Over reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at wingsover-food.rest with the updated effective date. Your continued use of our services after any changes constitutes your acceptance of the revised policy. We encourage you to review this policy periodically.

13. Contact Information for Refund Requests

For all refund-related inquiries, please contact our customer support team using the information below. We aim to respond to all requests within 1 to 2 business days.

When contacting us regarding a refund, please have the following information ready to help us serve you efficiently:

• Your full name
• Order confirmation number
• Date and time of the order
• Email address used to place the order
• A clear description of the issue
• Photos or supporting documentation (if applicable)

This Refund Policy was last reviewed and updated on May 9, 2026. Wings Over is committed to fair and transparent practices in all customer transactions.