Refund Policy

At Wings Over, customer satisfaction is at the heart of everything we do. We understand that issues can arise with food orders, and we are committed to resolving them fairly and promptly. This Refund Policy outlines your rights and our procedures regarding refunds, cancellations, exchanges, and dispute resolution. Please read this policy carefully before placing an order through our website or any affiliated ordering platform.

By placing an order with Wings Over, you acknowledge that you have read, understood, and agreed to this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act.

1. Eligibility for Refunds

Wings Over will consider refund requests under the following circumstances. To be eligible for a refund, your situation must meet one or more of the conditions listed below:

• Incorrect Order: You received items that are different from what you ordered, including wrong flavors, wrong sauces, wrong sides, or missing menu items.
• Missing Items: Your delivery or pickup order was incomplete, and one or more paid items were not included.
• Food Quality Issues: The food delivered or provided was in an unacceptable condition, including but not limited to being significantly undercooked, overcooked, contaminated, or otherwise unsafe for consumption.
• Order Not Received: Your delivery order was confirmed but never arrived, and you did not receive any notification of cancellation or non-delivery from Wings Over or the associated delivery platform.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.
• Unauthorized Transactions: A charge was made to your account that you did not authorize and that is verified by our team as fraudulent or erroneous.

Refund eligibility is determined on a case-by-case basis. Wings Over reserves the right to request supporting documentation such as photographs, order confirmation numbers, or other evidence to verify your claim before processing a refund.

2. Timeframes for Refund Requests

Time is an important factor when it comes to food-related refund requests. To ensure your claim can be properly reviewed and resolved, please adhere to the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We encourage all customers to inspect their orders promptly upon receipt and contact us immediately if any issue is identified.

3. Non-Refundable Items and Services

Certain situations and items are not eligible for refunds. Please review the following list carefully:

• Change of Mind: Refunds are not issued for orders where the customer has simply changed their mind about the food they ordered after it has been prepared.
• Consumed Food: If the majority of a food item has been consumed before a complaint is submitted, the item will generally not qualify for a refund unless a verifiable quality or safety issue is identified.
• Customization Errors by Customer: If a customer incorrectly selected their own customizations (e.g., wrong sauce, wrong spice level) at the time of ordering, this does not qualify for a refund under our error-based policy.
• Delivery Delays Beyond Our Control: Delays caused by third-party delivery services, traffic, weather, or other external circumstances outside Wings Over's direct control are not grounds for a refund unless the food arrived in an unacceptable condition as a result.
• Promotional or Complimentary Items: Items provided free of charge, as part of a promotion, or as a goodwill gesture are not eligible for cash refunds.
• Gift Cards and Store Credit: Once issued, store credit and gift card balances are non-refundable and non-transferable for cash value.
• Previously Refunded Orders: If a refund has already been issued for a specific order, no additional refund will be provided for the same transaction.

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

To submit a refund request, please follow the steps outlined below. Following this process ensures your request is handled as quickly and efficiently as possible:

1. Step 1 — Gather Your Information: Before contacting us, please have the following ready:
   • Your full name
   • Order confirmation number or receipt
   • Date and time of the order
   • Description of the issue
   • Photographs (if applicable, especially for food quality or incorrect item claims)
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: eat-wingsover.rest
3. Step 3 — Submit Your Claim: Provide all relevant details about your order and the issue experienced. Be as specific as possible to help us process your request without unnecessary delays.
4. Step 4 — Await Confirmation: You will receive an acknowledgment of your request within 1–2 business days. Our team will review your claim and may follow up with additional questions or requests for documentation.
5. Step 5 — Resolution Notification: Once your request has been reviewed and a decision has been made, we will notify you via email with the outcome. If approved, you will be informed of the refund amount and the expected processing timeline.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account varies depending on your payment method. Please refer to the table below for estimated timelines:

Please be aware that while Wings Over processes refunds promptly upon approval, the actual timing of funds appearing in your account is ultimately controlled by your bank or payment provider. If you have not received your refund after the estimated period, we recommend contacting your financial institution first before reaching out to us.

6. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Partial refunds may apply under the following conditions:

• Only certain items in a multi-item order were incorrect, missing, or unsatisfactory.
• A portion of the food was consumed before the quality issue was identified.
• The order was partially prepared or delivered before a cancellation request was received.
• A discount, promotional offer, or coupon was applied to the original order, and the refund will reflect the actual amount paid for the affected item(s).
• Delivery fees, service fees, or taxes associated with the overall order may not be refunded if the majority of the order was fulfilled correctly.

The amount of any partial refund will be clearly communicated to you during the resolution notification process. If you disagree with a partial refund decision, please refer to our Dispute Resolution section below.

7. Exchange Policy

Due to the perishable nature of food products, Wings Over generally does not offer item-for-item exchanges once an order has been prepared and delivered. However, we are committed to making things right for our customers. The following exceptions may apply:

• In-Store or Pickup Scenarios: If you have picked up your order and immediately — before leaving our location — you notice an error in your order, our team will make every effort to correct the order on the spot at no additional charge.
• Replacement Meals: In cases of significant order errors or quality failures, Wings Over may, at our discretion, offer a replacement meal or store credit equivalent to the value of the affected item(s) rather than a monetary refund.
• Incorrect Items: If you received an entirely wrong order, we will work with you to determine the most appropriate resolution, which may include a replacement, a full refund, or store credit depending on the circumstances.

Exchange and replacement decisions are made at the discretion of Wings Over management and are subject to availability and operational capacity at the time of the request.

8. Cancellation Policy

We understand that plans can change, and we will do our best to accommodate cancellation requests within the following guidelines:

8.1 Online and Phone Orders

• Before Preparation Begins: If you cancel your order within 5 minutes of placing it and before food preparation has started, you are entitled to a full refund of the amount paid.
• After Preparation Has Begun: Once food preparation has started, cancellations may not be accepted, or only a partial refund may be issued to cover items not yet prepared.
• After Dispatch for Delivery: Orders that have already been dispatched for delivery cannot be cancelled, and no refund will be issued for the food portion of the order. Delivery fees are non-refundable at this stage.

8.2 Catering or Large Group Orders

• Catering or bulk orders cancelled more than 48 hours in advance will receive a full refund.
• Cancellations made 24–48 hours before the scheduled time may be subject to a cancellation fee of up to 25% of the total order value.
• Cancellations made less than 24 hours before the scheduled time may result in a charge of up to 50% of the total order value, as ingredients and preparation may already be underway.

9. Third-Party Delivery Platforms

If you placed your Wings Over order through a third-party delivery platform such as DoorDash, Uber Eats, Grubhub, or any other similar service, please be aware of the following:

• Refund requests for orders placed through third-party platforms must be submitted directly through that platform's customer support system, as Wings Over does not have direct access to payment transactions processed through these services.
• Wings Over is not responsible for delays, errors, or issues caused by the delivery platform or their drivers once the order has left our location.
• The third-party platform's own refund and cancellation policies will govern transactions made through their systems.
• If you have exhausted the options available through the delivery platform and still believe you are owed a refund for a Wings Over-related issue, please contact us directly and we will do our best to assist.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, Wings Over provides the following escalation and dispute resolution process:

1. Step 1 — Internal Escalation: Contact our customer support team at [email protected] and clearly state that you wish to escalate your refund dispute. Provide your original ticket or case reference number, along with any additional information you believe is relevant.
2. Step 2 — Management Review: Your dispute will be reviewed by a senior member of our team within 3–5 business days. You will be contacted with a final decision from Wings Over following this review.
3. Step 3 — Chargeback Rights: If you are still unsatisfied after our internal review, you have the right to contact your bank or credit card provider to initiate a chargeback under applicable U.S. consumer protection laws, including protections provided under the Fair Credit Billing Act (FCBA) for credit card transactions.
4. Step 4 — Consumer Protection Agencies: You may also file a complaint with the Federal Trade Commission (FTC) at ftc.gov or your state's consumer protection office if you believe your consumer rights have been violated.

Wings Over is committed to resolving disputes in a fair, transparent, and timely manner. We encourage customers to communicate openly with us before pursuing external options, as we genuinely want to find a solution that works for both parties.

11. Policy Updates

Wings Over reserves the right to update or modify this Refund Policy at any time. Any changes will be reflected on this page with an updated effective date. We encourage customers to review this policy periodically. Continued use of our website and services after changes are posted constitutes your acceptance of the revised policy.

12. Contact Information

For all refund requests, questions about this policy, or any other customer service concerns, please reach out to us using the contact details below. Our team is ready to assist you and is committed to responding promptly.