Refund Policy

Last Updated: May 22, 2026

1. Introduction

At Wings Over, we are committed to delivering fresh, high-quality food and an exceptional dining experience to every customer. We understand that situations may arise where a refund or order adjustment is necessary. This Refund Policy outlines the conditions under which we accept refund requests, how we process them, and what you can expect from us throughout the process.

This policy applies to all orders placed directly through our website wingsover-eat.click or through any affiliated ordering platform connected to our service. If you placed your order through a third-party delivery platform (such as DoorDash, Uber Eats, or Grubhub), please refer to that platform's refund and cancellation policies, as we may have limited ability to process refunds for those transactions.

We comply with applicable consumer protection laws in the United States, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive practices in commerce. We are committed to resolving all refund and complaint matters fairly and promptly.

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their order. You may be eligible for a full or partial refund under the following conditions:

• Incorrect Order: You received items that are different from what you ordered (wrong flavors, wrong sauces, missing items, etc.).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food was spoiled, undercooked, overcooked, or otherwise unfit for consumption upon receipt.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Delivery Failure: Your order was confirmed and paid for but was never delivered to the provided address, and delivery was not attempted.
• Significant Delay: Your order was delayed by more than a reasonable and communicated timeframe, and you no longer require it.
• Allergen Concerns: Food was prepared with an allergen that was clearly specified and excluded in your order, putting your health at risk.

Refund eligibility is assessed on a case-by-case basis. We reserve the right to request supporting documentation such as photographs of the received food, order confirmation emails, or other relevant evidence before approving a refund.

3. Timeframes for Refund Requests

To be considered for a refund, your request must 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 discovered.

4. Non-Refundable Items and Services

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

• Orders where the food has been substantially consumed before a complaint is made.
• Customizations or modifications that were clearly communicated and correctly fulfilled by our team.
• Dissatisfaction based solely on personal taste preferences, where the order was accurately prepared as requested.
• Delivery fees, service fees, or platform processing charges (unless the order was never delivered).
• Promotional or discounted items purchased as part of a limited-time deal, where the offer terms explicitly state no refunds.
• Orders where the customer provided an incorrect delivery address or was unavailable to receive the delivery after multiple contact attempts.
• Delays caused by circumstances beyond our control, including severe weather, traffic conditions, or force majeure events.
• Requests made after the applicable refund window has closed.

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

To submit a refund request, please follow these steps carefully:

1. Step 1 — Gather Your Information: Locate your order confirmation email or receipt. Note your order number, the date and time of your order, and a clear description of the issue you experienced.
2. Step 2 — Document the Issue: If possible, take clear photographs of the food received, the packaging, or any visible defects. This helps us investigate your concern more efficiently.
3. Step 3 — Contact Us: Reach out to our customer support team using one of the contact methods listed in Section 10 of this policy. Please provide your order number, the nature of the issue, and any supporting photos or documentation.
4. Step 4 — Review Process: Our team will review your request and may follow up with additional questions. We aim to respond to all refund inquiries within 1–2 business days.
5. Step 5 — Decision Notification: You will receive written notification of our decision via email. If your refund is approved, we will inform you of the refund method and estimated processing time.
6. Step 6 — Refund Issued: Upon approval, the refund will be processed according to the timeframes described in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for funds to be returned to you will depend on your original payment method:

Please be aware that while we process refunds promptly on our end, the actual posting of the funds to your account is subject to your financial institution's processing times, which may vary. We recommend contacting your bank or card issuer if you do not see the refund reflected within the stated timeframe.

7. Partial Refunds

In certain situations, we may issue a partial refund rather than a full refund. Partial refunds may apply in the following circumstances:

• Only certain items in your order were incorrect, missing, or unsatisfactory, while the rest of the order was delivered correctly.
• The food quality issue affected only a portion of your order.
• You partially consumed the order before identifying an issue, and the portion consumed appeared acceptable.
• A technical pricing error resulted in an overcharge for only part of the transaction.

Partial refund amounts will be calculated based on the individual item prices listed at the time of purchase. You will be informed of the partial refund amount during the review process and given the opportunity to accept or dispute the assessment.

8. Exchange Policy

As a food service provider, Wings Over does not offer traditional product exchanges. However, in situations where an incorrect or unsatisfactory item was delivered, we may offer a replacement order or store credit as an alternative to a monetary refund, at our discretion and based on availability.

Replacement orders are subject to the following conditions:

• The original issue must meet the eligibility criteria outlined in Section 2.
• Replacement requests must be submitted within the timeframes outlined in Section 3.
• Replacements will be prepared fresh and delivered or made available for pickup at no additional cost to the customer.
• We cannot guarantee that replacement orders will be available at all times, particularly if the item is no longer available for the day.

If a replacement is not feasible, we will offer a full or partial refund or store credit as appropriate.

9. Cancellation Policy

We begin preparing food orders shortly after they are placed to ensure freshness and timely delivery. As a result, our cancellation window is limited.

9.1 Cancellation by the Customer

• Before Preparation Begins: You may cancel your order within 5 minutes of placing it for a full refund. After this window, your order may already be in preparation and cancellation may not be possible.
• During Preparation: Once your order has entered the preparation stage, we are unable to accept cancellations or issue full refunds. A partial refund may be offered at our discretion for any items not yet started.
• After Dispatch for Delivery: Orders that have already been dispatched for delivery cannot be cancelled.

To request a cancellation, please contact us immediately by phone or email using the contact details in Section 10.

9.2 Cancellation by Wings Over

We reserve the right to cancel an order in the following circumstances:

• Items ordered are out of stock or unavailable.
• An error in pricing or product description occurred on our website.
• The delivery address is outside our service area.
• We are unable to contact the customer to confirm important order details.
• Unusual or suspicious order activity is detected.

In the event that we cancel your order, you will receive a full refund to your original payment method and will be notified as soon as possible.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, we encourage you to follow our formal dispute resolution process before pursuing external remedies.

10.1 Internal Escalation

If you believe your refund request was handled incorrectly or unfairly, you may request an escalation to a senior member of our customer service team. To escalate your complaint, send an email to [email protected] with the subject line "Refund Dispute Escalation" and include:

• Your original order number
• A summary of the issue and the initial decision made
• The reason you believe the decision was incorrect
• Any additional supporting documentation

We will respond to escalated disputes within 3–5 business days.

10.2 External Dispute Resolution

If you are not satisfied with the resolution provided after internal escalation, you have the right to pursue the following options:

• Chargeback through your bank or card issuer: You may contact your financial institution to dispute a charge if you believe you are owed a refund and we have not appropriately addressed your concern.
• FTC Complaint: You may file a complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov if you believe we have engaged in unfair or deceptive trade practices.
• State Consumer Protection Agency: You may contact your state's consumer protection office for assistance in resolving disputes involving food service businesses.
• Better Business Bureau (BBB): You may submit a complaint through the Better Business Bureau at www.bbb.org.

We are committed to good-faith resolution of all disputes and will cooperate with any regulatory or consumer protection investigation as required by law.

11. Policy Amendments

Wings Over reserves the right to modify or update this Refund Policy at any time. Changes will be effective immediately upon posting to our website at wingsover-eat.click. 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 following any changes constitutes acceptance of the revised policy.

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 information below: