Refund Policy

Effective Date: June 12, 2026 | Last Updated: June 12, 2026

1. Introduction

At Wings Over, we are committed to delivering a high-quality dining experience with every order. We understand that situations may arise where a refund or resolution is necessary, and we want to make that process as straightforward as possible. This Refund Policy outlines your rights and our obligations with respect to refunds, cancellations, exchanges, and dispute resolution for all food orders placed through our website, mobile platform, or any affiliated ordering channels.

This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any relevant state-specific statutes. We encourage all customers to contact us promptly if there is an issue with their order so we can work toward a satisfactory resolution.

2. Eligibility Conditions for Refunds

Refunds are considered on a case-by-case basis. You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order Delivered: You received items that are different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food was undercooked, spoiled, contaminated, or otherwise unfit for consumption upon receipt.
• Significant Delay: Your order experienced an unreasonable delay beyond the estimated delivery or pickup time, and you were not notified in advance.
• Order Not Received: Your delivery order was confirmed but never arrived and cannot be located.
• 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.

To be eligible for a refund, you must report the issue within the applicable timeframe described in Section 3 below and provide sufficient documentation as outlined in Section 5.

3. Timeframes for Refund Requests

Timely reporting is essential to ensure your refund request can be properly reviewed. The following timeframes apply:

Requests submitted outside of these windows may not be eligible for a refund at our sole discretion, except where required by applicable law.

4. Non-Refundable Items and Situations

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

• Change of Mind: Refunds are not issued if you simply change your mind after your order has been prepared or dispatched.
• Customization Errors by Customer: If you made an error when customizing your order (e.g., selected wrong sauce, size, or add-ons), we are unable to issue a refund once the order is in preparation.
• Partial Consumption: Orders that have been substantially consumed are not eligible for a full refund. Partial refunds may be considered at our discretion.
• Promotional or Complimentary Items: Free or promotional items provided at no charge are not eligible for refund or exchange.
• Third-Party Delivery Delays: Delays caused by third-party delivery platforms or couriers outside our direct control may not qualify for a refund unless the food quality has been significantly impacted.
• Force Majeure Events: Delays or failures caused by circumstances beyond our reasonable control, including severe weather, natural disasters, or government-mandated closures, are not eligible for refunds.
• Incorrect Delivery Address: If you provided an incorrect delivery address and the order was delivered to that address, we are not liable for the loss.

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

To submit a refund request, please follow the steps below:

1. Step 1 – Contact Us Promptly: Reach out to our customer support team as soon as possible within the applicable reporting window. You may contact us via email at [email protected] or visit our website at wingsovermeal.rest.
2. Step 2 – Provide Order Details: Include your full name, order number, date and time of the order, and the email address or phone number used when placing the order.
3. Step 3 – Describe the Issue: Clearly explain the nature of your complaint. Be as specific as possible — describe the item(s) affected, the problem encountered, and the resolution you are seeking.
4. Step 4 – Submit Supporting Evidence: Where applicable, attach photographic or video evidence of the issue (e.g., photos of incorrect items, missing food, or food quality concerns). This significantly helps us process your request faster.
5. Step 5 – Await Confirmation: Our team will acknowledge your request within 1 business day and begin reviewing the claim.
6. Step 6 – Resolution: We will notify you of our decision via the contact information provided. If approved, the refund will be processed according to the timelines in Section 6.

6. Refund Processing Times by Payment Method

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

Please note that Wings Over initiates refunds promptly upon approval, but the actual timing of funds appearing in your account is subject to your bank's or payment provider's processing schedules, which are outside our control.

7. Partial Refunds

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

• Only one or a few items in your order were incorrect or missing, and the remainder of the order was satisfactory.
• The food quality issue affected only part of your order.
• A portion of the order was consumed before the issue was identified.
• A discount or promotional credit was applied to your original order, and the refund is calculated against the net amount paid.
• Delivery fees may not be refunded if delivery service was successfully rendered.

The amount of a partial refund will be calculated based on the affected item(s) and any applicable taxes and fees. We reserve the right to offer store credit in lieu of a cash refund for partial refund situations, though we will always communicate this option clearly.

8. Exchange Policy

Due to the perishable nature of food products, traditional item exchanges are generally not possible in the same manner as non-perishable goods. However, Wings Over handles product concerns in the following ways:

• Replacement Order: If your order was incorrect or a significant quality issue is identified and reported within the eligible timeframe, we may, at our discretion, offer to prepare and deliver or make available a replacement order at no additional charge.
• Store Credit: As an alternative to a cash refund or replacement, we may offer store credit to be applied to a future order. Store credit will be valid for 90 days from the date of issuance and cannot be transferred or redeemed for cash.
• In-Store Resolution: For pickup orders, customers may return to the location and speak with a manager to request a resolution, including a replacement or credit, subject to availability and the circumstances of the complaint.

Any exchange or replacement offer is subject to menu availability at the time of resolution. Wings Over reserves the right to limit replacement orders on a per-customer or per-order basis to prevent abuse of this policy.

9. Cancellation Policy

We understand that plans change. The following cancellation terms apply to all orders placed through Wings Over:

9.1 Standard Orders

Orders may be cancelled for a full refund if the cancellation request is submitted within 5 minutes of placing the order and before the kitchen has begun preparation. Once food preparation has started, cancellations may not be accepted, and no refund will be issued.

9.2 Pre-Orders and Scheduled Orders

If you have placed a pre-order or scheduled a future delivery or pickup, you may cancel at least 30 minutes before the scheduled time for a full refund. Cancellations made within 30 minutes of the scheduled time may not be eligible for a refund if preparation has already begun.

9.3 Catering and Large Group Orders

For catering or bulk orders (typically defined as orders exceeding $100 in total value or serving 10 or more people), the following cancellation schedule applies:

• Cancellation more than 48 hours before the scheduled time: Full refund.
• Cancellation between 24–48 hours before scheduled time: 50% refund.
• Cancellation within 24 hours of scheduled time: No refund, as preparation materials and labor will have been committed.

9.4 Wings Over-Initiated Cancellations

In rare cases, Wings Over may need to cancel your order due to inventory limitations, technical errors, staffing issues, or other unforeseen circumstances. In such cases, you will receive a full refund to your original payment method and, where appropriate, a courtesy store credit as compensation for the inconvenience.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request or have an unresolved concern, you may escalate your issue through the following process:

10.1 Internal Escalation

Contact our customer service team directly at [email protected] and request that your complaint be reviewed by a supervisor or manager. Please reference your original case or order number to expedite the process. We aim to resolve all escalated complaints within 5 business days.

10.2 Chargeback Rights

If you believe you have been charged in error and we have not resolved the matter to your satisfaction, you have the right to contact your bank or credit card issuer to initiate a chargeback under applicable card network rules. We encourage customers to first attempt resolution directly with us before initiating a chargeback, as this allows for faster resolution and preserves your consumer protections.

10.3 FTC and Consumer Protection Resources

As a United States consumer, you have rights under the Federal Trade Commission (FTC) Act and applicable state consumer protection statutes. If you believe you have experienced unfair or deceptive practices, you may file a complaint with the FTC at reportfraud.ftc.gov or contact your state's Attorney General office for additional resources.

10.4 Informal Dispute Resolution

Before initiating any formal legal proceedings, both parties agree to attempt to resolve any dispute through good-faith informal negotiation. Either party may initiate this process by sending a written notice of the dispute to the contact information provided in Section 11. The parties will have 30 days from receipt of such notice to attempt to reach a resolution.

11. Contact Information for Refund Requests

For all refund requests, cancellations, and order-related concerns, please contact our customer support team using the information below:

Our customer support team is available during regular business hours. We aim to respond to all refund inquiries within 1 business day of receipt.

12. Policy Updates

Wings Over reserves the right to modify or update this Refund Policy at any time. Changes will be effective upon posting to our website at wingsovermeal.rest. The "Last Updated" date at the top of this page will reflect when the most recent changes were made. We encourage all customers to review this policy periodically. Continued use of our services following any updates constitutes your acceptance of the revised policy.