Refund Policy

Effective Date: April 28, 2026 | Last Updated: April 28, 2026

1. Introduction

At Wings Over, we are committed to delivering a satisfying dining experience with every order. We understand that issues can occasionally arise with food orders, and we have established this Refund Policy to address those situations in a fair, transparent, and timely manner. This policy applies to all orders placed directly through our website at wings-over.rest, via phone, or through any other official Wings Over ordering channel.

This Refund Policy is governed by applicable United States federal and state consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) Act, as well as any applicable state-level consumer protection statutes. We encourage all customers to contact us promptly if they experience any issues with their order.

2. Eligibility Conditions for Refunds

Not all refund requests will be automatically approved. To be eligible for a refund, your situation must meet one or more of the following conditions:

• Incorrect Order: You received items that are different from what you ordered, including wrong flavors, wrong sauces, or completely different menu items.
• Missing Items: One or more items from your confirmed order were not included in your delivery or pickup bag.
• Food Quality Issues: The food was delivered in an unsatisfactory condition, including but not limited to undercooked or overcooked food, food that arrived at an incorrect temperature rendering it unsafe or inedible, or food that showed clear signs of spoilage.
• Allergen Concerns: Your order contained an ingredient that you specifically requested to be omitted due to a food allergy, and this was documented at the time of your order.
• Duplicate Charges: Your payment method was charged more than once for a single order.
• Failed Delivery: Your delivery order was never received and was not returned to the store, with no confirmed delivery record available.
• Order Cancellation: You cancelled your order within the permitted cancellation window (see Section 8).

Refunds will not be issued based solely on personal taste preferences, change of mind after the food has been prepared or delivered, or situations where the customer has consumed a significant portion of the order before raising a complaint.

3. Timeframes for Refund Requests

We require that all refund requests be submitted within the following timeframes to be considered eligible:

Refund requests submitted outside of the applicable timeframe will be reviewed on a case-by-case basis at the sole discretion of Wings Over management. We strongly encourage customers to contact us as soon as an issue is discovered to ensure the most efficient resolution possible.

4. Non-Refundable Items and Services

Certain items and situations are not eligible for refunds under any circumstances. These include:

• Promotional or Discounted Items: Items purchased as part of a promotional deal, limited-time offer, or heavily discounted price may not be eligible for a full refund unless a verifiable quality issue is present.
• Completed and Consumed Orders: Orders that have been substantially or fully consumed are not eligible for a refund unless a documented food safety issue is reported promptly.
• Delivery Fees: Delivery fees are generally non-refundable unless the order was never delivered due to a fault on our part.
• Third-Party Platform Orders: Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, etc.) are subject to the refund policies of those respective platforms. Wings Over is not responsible for refunds on orders processed entirely through third-party services.
• Gift Cards and Vouchers: Purchases of gift cards, vouchers, or any pre-paid credits are non-refundable once issued.
• Catering Deposits: Deposits made for catering orders or large group orders are non-refundable once the preparation process has been confirmed and commenced.
• Change of Mind: Refunds will not be issued for orders that have been correctly prepared and delivered simply because the customer changed their mind after placing the order.

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

To submit a refund request, please follow the steps outlined below. Following this process carefully will help us resolve your issue as quickly as possible.

1. Step 1 — Gather Your Information:

   Before contacting us, please have the following information ready: your full name, the email address used when placing the order, your order number or confirmation number, the date and time of your order, a clear description of the issue, and any supporting photographs if applicable (especially for food quality or missing item claims).

2. Step 2 — Contact Us:

   Reach out to our customer support team using one of the following methods:

   • Email: [email protected]
   • Website: wings-over.rest
3. Step 3 — Submit Your Request:

   In your message, include the subject line "Refund Request – [Your Order Number]" and provide a thorough description of your issue, including all relevant details gathered in Step 1. Attach any photographs or evidence that support your claim.

4. Step 4 — Await Confirmation:

   Once your request is received, our team will send you a confirmation acknowledgment within 1 business day. We may reach out for additional information if needed to properly evaluate your request.

5. Step 5 — Review and Decision:

   Our customer service team will review your request thoroughly and provide a decision within 3–5 business days of receiving all required information. You will be notified of the outcome via the email address associated with your order.

6. Step 6 — Refund Issuance:

   If your refund request is approved, the refund will be processed according to the timelines specified in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds will vary depending on your original payment method. The following estimated timelines apply:

Please note that while Wings Over processes refunds promptly upon approval, the actual posting of the credit to your account is subject to your bank or payment provider's processing times, which are beyond our control. If you do not see your refund within the stated timeframe, please contact your bank or payment provider before reaching out to us.

7. Partial Refunds

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

• Only a portion of your order was incorrect or missing, and the remaining items were delivered accurately and in satisfactory condition.
• You consumed a portion of the order before identifying an issue with a specific item.
• The food quality concern applies to only one component of a multi-item order.
• A promotional discount was applied to the original order, and only the discounted portion of the affected item is eligible for a refund.
• A delivery fee was charged but the delivery was partially fulfilled.

The amount of a partial refund will be determined by Wings Over management based on the specific items affected and their corresponding prices as listed at the time of the order. Our team will communicate the partial refund amount to you before processing it, and you will have the opportunity to discuss the decision if you disagree.

8. Cancellation Policy

We understand that plans can change. However, because Wings Over prepares food fresh for each order, our ability to accommodate cancellations depends on the stage of preparation:

• Before Preparation Begins: If you contact us immediately after placing your order and the preparation has not yet started, we will cancel your order and issue a full refund with no fees charged.
• During Preparation: If preparation of your order has already begun at the time of your cancellation request, we may not be able to issue a full refund. A partial refund or store credit may be offered at our discretion.
• After Preparation is Complete: Once your order has been fully prepared and is ready for pickup or out for delivery, cancellations and refunds will generally not be accepted, except under exceptional circumstances determined by management.
• Catering and Large Orders: Cancellations for catering orders or group orders must be made at least 48 hours in advance to be eligible for a full refund. Cancellations made between 24 and 48 hours prior to the scheduled order time may receive a 50% refund. Cancellations made less than 24 hours in advance are not eligible for a refund.

To cancel an order, contact us immediately via email at [email protected] or through the website at wings-over.rest. Include your order number and the reason for cancellation in your message.

9. Exchange Policy

Due to the perishable nature of food products, Wings Over does not offer traditional item exchanges. However, in cases where an incorrect item was received, we will make every reasonable effort to provide the correct item as soon as possible, subject to the following conditions:

• The incorrect item must be reported within 2 hours of receiving your order.
• If a replacement is not feasible (for example, due to store hours or distance), a refund for the incorrect item will be issued instead.
• If you prefer store credit rather than a monetary refund, please indicate this when contacting us, and we will apply the credit to your account for use on a future order.

Store credits issued as part of an exchange resolution do not expire and may be used on any future order placed through wings-over.rest.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Wings Over has a structured dispute resolution process to ensure that all concerns are addressed fairly.

Step 1 — Internal Escalation

If you believe your refund request was incorrectly denied or that the resolution offered was insufficient, you may request an escalation by emailing [email protected] with the subject line "Refund Dispute – [Your Order Number]." Please include a detailed explanation of why you disagree with the original decision and any additional evidence you wish to provide. A senior member of our team will review your case and respond within 5 business days.

Step 2 — Consumer Protection Resources

If you remain unsatisfied after the internal escalation process, you have the right to contact relevant consumer protection authorities. In the United States, you may file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or contact your state's Attorney General office for guidance on your consumer rights.

Step 3 — Chargeback Rights

You also retain the right to dispute a charge directly with your credit card company or bank. This right is protected under the Fair Credit Billing Act (FCBA) for credit card transactions. We strongly encourage customers to first attempt to resolve the issue directly with Wings Over before initiating a chargeback, as we are committed to finding a fair resolution.

Step 4 — Informal Mediation

For disputes that cannot be resolved through internal escalation, Wings Over agrees to participate in good-faith informal mediation before any formal legal proceedings are initiated. Requests for mediation should be submitted in writing to our contact email.

11. Policy Amendments

Wings Over reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at wings-over.rest with an updated effective date. We encourage customers to review this policy periodically. Continued use of our services after any modifications constitutes your acceptance of the revised policy. For significant changes, we may also notify customers via email where contact information is available.

12. Contact Information

For all refund-related inquiries, cancellations, or disputes, please contact Wings Over using the information below. Our team is dedicated to responding to all refund-related communications promptly and professionally.