Refund Policy

At Wings Over, we are committed to delivering a satisfying dining experience with every order. We understand that situations may arise where a refund or exchange is necessary, and we want to make that process as straightforward and transparent as possible. Please read this Refund Policy carefully to understand your rights and options when placing orders through our website at wings-over.click or through any of our affiliated ordering channels.

This policy applies to all food orders, catering requests, and purchases made through Wings Over. By placing an order with us, you agree to the terms and conditions outlined in this Refund Policy.

1. Our Commitment to Customer Satisfaction

Wings Over takes pride in the quality of our food and service. We prepare every order with care and attention to detail. However, we acknowledge that mistakes can happen — whether it is an incorrect item, a quality concern, or a delivery issue. In such cases, we are here to make things right.

Our refund policy has been designed to be fair to both our customers and our business. We ask that all refund requests be submitted in good faith and within the timeframes specified in this document.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received items that were not 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 bag.
• Food Quality Issues: The food you received was undercooked, overcooked, spoiled, or otherwise did not meet reasonable quality standards.
• Allergen Concerns: An item was prepared with an ingredient that was not disclosed and caused an adverse reaction (documentation may be required).
• Order Not Delivered: Your delivery order was never received despite confirmation of placement and payment.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Significant Delay: Your order was delayed beyond a reasonable and communicated timeframe without prior notice.

3. Timeframes for Refund Requests

To ensure that refund claims can be properly investigated, all refund requests must be submitted within the following timeframes:

Refund requests submitted after the deadlines listed above may not be honored. We encourage customers to inspect their orders promptly upon receipt and contact us immediately if there is an issue.

4. Non-Refundable Items and Services

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

• Orders that have been fully consumed or largely eaten before a complaint is filed.
• Customer preference issues (e.g., "I didn't like the taste") that do not constitute a quality defect.
• Orders with special customizations or modifications that were prepared exactly as requested.
• Promotional or discounted items that are explicitly marked as non-refundable at the time of purchase.
• Delivery fees, service fees, and third-party platform fees (unless the order was never delivered).
• Gift cards and promotional credits once redeemed.
• Orders where the complaint is filed more than 24 hours after receipt.
• Issues arising from customer-provided incorrect delivery addresses.
• Delays caused by weather, traffic, or other circumstances beyond our control.

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

We have made the refund request process as simple as possible. Please follow these steps to submit your request:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your order confirmation number or receipt
   • The date and time of your order
   • A description of the issue
   • Photographs of the food or packaging (if applicable)
   • The name and email address used when placing the order
2. Contact Us: Reach out to our customer support team via one of the following channels:
   • Email: [email protected]
   • Website: wings-over.click
3. Describe Your Issue: Clearly explain the problem with your order and what resolution you are seeking (refund, replacement, store credit, etc.).
4. Submit Evidence (if requested): Our support team may ask for photographs or additional information. Please provide this within 24 hours of the request to avoid delays.
5. Await Review: Our team will review your request and respond within 1–3 business days with a decision.
6. Receive Your Resolution: If your refund is approved, we will process it according to the timelines described in Section 7 of this policy.

6. Cancellation Policy

We understand that plans change. Please review our cancellation policy below to understand your options:

6.1 Standard Orders

Standard food orders can only be cancelled within 5 minutes of being placed, and only if food preparation has not yet begun. Once our kitchen team has started preparing your order, cancellations are no longer possible and no refund will be issued for that order.

To cancel an order, please contact us immediately at [email protected] with your order number. We will confirm whether the cancellation is possible based on the status of your order.

6.2 Catering and Large Group Orders

For catering orders and large group reservations, the following cancellation terms apply:

All catering cancellation requests must be submitted in writing to [email protected].

7. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, your financial institution or payment provider may take additional time to reflect the credit in your account. Wings Over is not responsible for delays caused by third-party payment processors or banks.

8. 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 one or a few items in a multi-item order were incorrect or missing (refund will be limited to the value of those items).
• The food quality issue affected only a portion of the order.
• A delivery delay occurred, but the order was ultimately received (a partial refund may be issued as a goodwill gesture).
• A catering order was partially cancelled within the 48–72 hour window.
• A discount or promotional code was already applied to the order (refund will reflect the discounted price paid).

The amount of any partial refund will be calculated based on the price paid for the affected items, minus any discounts already applied. Partial refund determinations are made at the sole discretion of Wings Over's customer support team.

9. Exchange Policy

In many cases, Wings Over may offer a food replacement or exchange in lieu of a monetary refund, particularly for:

• Incorrect items received
• Missing items in an order
• Food quality issues where the concern is minor and correctible

Exchanges or replacements are subject to availability and are offered at our discretion. If you would prefer a replacement rather than a refund, please indicate this when submitting your refund request. Replacement orders are typically prepared and fulfilled within our standard order preparation time.

Please note that food items, by nature, cannot be physically returned once they have left our premises. We do not require you to return food for a refund or exchange; however, photographic evidence may be requested.

Store credit may also be offered as an alternative to a refund or replacement. Store credit issued by Wings Over does not expire within the first 12 months and can be applied to any future order placed directly through wings-over.click.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, or if you believe your request was not handled fairly, you have the right to escalate your concern through the following channels:

10.1 Internal Escalation

If your initial refund request is denied or you disagree with the decision, you may request that your case be reviewed by a senior member of our customer support team. To do so:

1. Reply to the email response you received from our support team with the subject line: "Escalation Request – [Your Order Number]"
2. Include a clear explanation of why you believe the initial decision was incorrect.
3. Provide any additional documentation or evidence not previously submitted.

Escalated cases will be reviewed within 5 business days.

10.2 Third-Party Platforms

If your order was placed through a third-party delivery platform such as DoorDash, Uber Eats, Grubhub, or similar services, you may also file a dispute directly with that platform. Wings Over will cooperate with any legitimate investigation conducted by these platforms.

10.3 Consumer Protection and Legal Recourse

As a business operating in the United States, Wings Over complies with applicable federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act) and any relevant state-level consumer protection statutes. If you believe your consumer rights have been violated, you may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Office
• Better Business Bureau (BBB): www.bbb.org

We encourage customers to contact us directly before pursuing external dispute resolution, as we are committed to resolving issues promptly and amicably.

10.4 Chargebacks

If you initiate a chargeback through your bank or credit card provider without first contacting Wings Over to resolve the issue, we reserve the right to dispute the chargeback by providing documentation of your order and our good-faith efforts to resolve the matter. We strongly encourage customers to contact us first, as most issues can be resolved more quickly through direct communication.

11. Special Circumstances

Wings Over recognizes that some situations fall outside of our standard policy. In cases of documented emergencies, natural disasters, severe weather events, or other extraordinary circumstances, we will make every reasonable effort to accommodate refund or rescheduling requests on a case-by-case basis. Please contact us at [email protected] to discuss your situation.

12. Policy Updates

Wings Over reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at wings-over.click. We encourage you to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

If you need to submit a refund request, have questions about this policy, or need assistance with an order, please contact our customer support team using the information below:

This Refund Policy was last updated on April 28, 2026, and is effective immediately. All previous refund policies are superseded by this document.