Refund Policy

Last Updated: May 9, 2026

1. Introduction

At Wings Over, we are committed to delivering high-quality food and an exceptional customer experience. We understand that issues can occasionally arise with food orders, and we want to ensure that every customer is treated fairly and promptly. This Refund Policy outlines the conditions under which refunds, partial refunds, exchanges, and cancellations are accepted, as well as the procedures you must follow to initiate a refund request.

This policy applies to all orders placed through our website at wingsover-food.click and is governed by applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act. If you are a California resident, additional rights may apply to you under the California Consumer Privacy Act (CCPA) and the California Consumer Protection laws.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your situation must meet one or more of the following conditions:

• Incorrect Order: You received items that do not match what you ordered.
• Missing Items: One or more items from your order were not delivered or included.
• Food Quality Issues: The food delivered was spoiled, undercooked, overcooked, or otherwise unfit for consumption.
• Allergen Concerns: The order contained an allergen or ingredient that you specifically requested to be excluded and was clearly noted at the time of ordering.
• Non-Delivery: Your order was never delivered and cannot be located or confirmed by our delivery system.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Order Cancellation: You successfully cancelled your order before it entered the preparation stage (see Cancellation Policy below).

Refund eligibility is subject to review and verification by our customer service team. Wings Over reserves the right to request photographic evidence or other documentation to support your claim before processing a refund.

3. Timeframes for Refund Requests

All refund requests must be submitted within the following timeframes to be considered valid:

Requests submitted outside of these timeframes may not be honored. We encourage customers to contact us as soon as possible after identifying an issue with their order.

4. Non-Refundable Items and Situations

The following items and circumstances are not eligible for a refund:

• Orders where the customer simply changed their mind after the order entered preparation.
• Customization errors made by the customer during the ordering process (e.g., selecting the wrong sauce, size, or quantity).
• Dissatisfaction based on personal taste preferences, where the item was prepared correctly as ordered.
• Promotional or discounted items marked as "final sale" or "non-refundable" at the time of purchase.
• Delivery delays caused by circumstances beyond our control, including severe weather, traffic, or third-party delivery service disruptions.
• Partially consumed meals where the claimed issue is not verifiable.
• Gift cards, promotional credits, or bonus rewards issued by Wings Over.
• Orders where the customer provided an incorrect delivery address and the food was delivered to that incorrect address.

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

If you believe you are eligible for a refund, please follow the steps below to submit your request:

1. Step 1 – Gather Your Order Information: Locate your order confirmation email or receipt. Note your order number, the date and time of the order, and the items in question.
2. Step 2 – Document the Issue: Take clear photographs of the incorrect, missing, or unsatisfactory items. Photos should clearly show the product (or lack thereof) and any packaging.
3. Step 3 – Contact Our Customer Support: Reach out to us using one of the following methods:
   • Email: [email protected]
   • Website: wingsover-food.click
4. Step 4 – Provide Required Details: In your refund request, include the following information:
   • Full name and contact information
   • Order number and order date
   • Description of the issue
   • Supporting photographs (if applicable)
   • Your preferred refund method (original payment method or account credit)
5. Step 5 – Await Confirmation: Our team will acknowledge receipt of your request within 1 business day and will begin reviewing your case.
6. Step 6 – Resolution: You will receive a final decision regarding your refund request within 3 to 5 business days of submission. If approved, your refund will be processed according to the timelines below.

6. Refund Processing Times by Payment Method

Once a refund has been approved by our team, processing times vary depending on your payment method:

Please note that while we process refunds promptly on our end, your bank 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 financial institutions. If you have not received your refund after the estimated timeframe, we recommend contacting your bank or card issuer directly.

7. Partial Refunds

In some cases, a partial refund may be issued instead of a full refund. Partial refunds are applied when:

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• A specific item within a multi-item order did not meet quality standards, while the rest of the order was acceptable.
• A promotional discount or coupon was applied to the original order, reducing the actual amount paid for the affected item.
• The customer accepted a substitute item but wishes to receive a credit for the price difference.
• A delivery fee or service charge was accurately applied but the customer disputes a portion of the order total.

Partial refund amounts are calculated based on the individual item price as listed at the time of the order and will reflect the actual amount paid after any discounts or promotions were applied. Our customer service team will communicate the partial refund amount to you before processing.

8. Exchange Policy

Because Wings Over is a food service business, traditional product exchanges (sending back an item for a replacement) are generally not applicable due to food safety regulations. However, we do offer the following in situations where an order error is confirmed:

• Remade Order: If operationally feasible and the issue is reported promptly (within 1 hour of delivery), we may offer to remake and redeliver the correct item at no additional charge, subject to availability and delivery area constraints.
• Account Credit: In lieu of a cash refund, customers may opt to receive a Wings Over account credit equivalent to the value of the affected item(s). This credit can be applied to a future order and is valid for 90 days from the date of issuance.
• Complimentary Item: At our discretion, we may offer a complimentary item on your next order as a gesture of goodwill in situations where a full refund or remake is not feasible.

Exchange requests must be submitted within the same timeframes outlined in Section 3 and are subject to review and approval by our customer service team.

9. Cancellation Policy

We understand that plans can change, and we aim to accommodate order cancellations where possible. Please review the following cancellation guidelines:

9.1 Cancellations Before Preparation

If you wish to cancel your order, you must do so within 5 minutes of placing the order and before it has entered the preparation stage. To cancel, contact us immediately via email at [email protected]. If the cancellation is confirmed before preparation begins, you will receive a full refund to your original payment method.

9.2 Cancellations During Preparation

Once your order has entered the preparation stage, cancellations may not be possible. If a cancellation request is submitted after preparation has begun, we reserve the right to deny the cancellation or offer a partial refund or account credit at our discretion.

9.3 Cancellations After Dispatch

Orders that have already been dispatched for delivery cannot be cancelled. If you have concerns about an order after it has been dispatched, please refer to the refund eligibility criteria in Section 2.

9.4 Cancellations Due to Business Circumstances

Wings Over reserves the right to cancel any order due to circumstances such as item unavailability, operational limitations, or suspected fraudulent activity. In such cases, customers will receive a full refund to their original payment method and will be notified promptly via email.

10. Dispute Resolution Process

We strive to resolve all refund-related concerns amicably and efficiently. If you are not satisfied with the outcome of your refund request, you may escalate the matter through the following process:

10.1 Internal Escalation

If you believe your initial refund request was not handled appropriately, you may request a secondary review by replying to your original support email and clearly stating that you wish to escalate the matter. Our senior customer service team will review your case and respond within 5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your bank or credit card issuer under the Fair Credit Billing Act (FCBA). We encourage customers to first attempt to resolve disputes directly with Wings Over before initiating a chargeback, as chargebacks can be a lengthy process for all parties involved.

10.3 FTC and Consumer Protection Agencies

If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or contact your state's Attorney General office. California residents may also contact the California Department of Consumer Affairs.

10.4 Informal Mediation

Before pursuing any formal legal action, both parties agree to attempt to resolve disputes through good-faith informal negotiation for a period of at least 30 days from the date the dispute was first raised in writing.

11. Fraud Prevention

Wings Over takes fraudulent refund claims seriously. We monitor refund requests for patterns of abuse and reserve the right to deny refund requests from accounts that show evidence of fraudulent activity, including but not limited to repeatedly claiming missing or incorrect items without supporting evidence. Customers found to be engaging in refund fraud may have their accounts suspended and may be subject to legal action.

12. Changes to This Refund Policy

Wings Over reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at wingsover-food.click with an updated effective date. Your continued use of our services after any changes are posted constitutes your acceptance of the revised policy. We encourage you to review this policy periodically to stay informed about our refund practices.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns regarding this policy, please contact our customer support team using the information below: