Refund Policy

Effective Date: July 4, 2026 | Last Updated: July 4, 2026

At Wings Over, we are committed to providing our customers with the highest quality food products and a satisfying dining experience. We understand that there may be occasions when an order does not meet your expectations, and we have established this Refund Policy to ensure a fair and transparent process for all customers. This policy governs all purchases made through our website, mobile platform, phone orders, and in-person transactions.

1. General Overview

Wings Over operates as a food service business in the United States and is subject to applicable federal and state consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act. We strive to resolve all customer concerns promptly and fairly. This policy applies to all food orders, catering services, merchandise, and any other products or services offered through our platforms.

Because food products are perishable by nature, our refund eligibility conditions are structured to reflect both customer satisfaction and food safety regulations. We take food safety very seriously and comply with all applicable U.S. Food and Drug Administration (FDA) guidelines and local health department regulations.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received an item or items that differ from what you ordered. This includes wrong flavors, wrong sauces, wrong sides, or incorrect quantities.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise not prepared to an acceptable standard of quality.
• Allergic Reactions Due to Incorrect Preparation: If you disclosed a food allergy at the time of ordering and the food was prepared without accommodating that allergy, resulting in an allergic reaction or risk thereof, you may be eligible for a full refund.
• Significant Delivery Delays: For delivery orders, if your order arrives more than 45 minutes beyond the estimated delivery time and the food is no longer at an acceptable temperature or quality, you may qualify for a refund or credit.
• Duplicate Charges: If you were charged more than once for the same order due to a technical or processing error, you will receive a full refund of the duplicate charge.
• Order Never Received: If your delivery order was marked as delivered but never arrived, and the issue is confirmed after investigation, you are eligible for a full refund or replacement order.

Wings Over reserves the right to evaluate each refund request on a case-by-case basis and may request supporting information such as photographs, order confirmation numbers, or other documentation before approving a refund.

3. Timeframes for Refund Requests

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

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

4. Non-Refundable Items and Services

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

• Change of Mind: Refunds will not be issued simply because you changed your mind about an order after it has been prepared or delivered.
• Consumed Orders: If a significant portion of the food has been consumed and you then request a refund based on quality, the request may be denied or limited to a partial refund.
• Customization Errors by Customer: If an incorrect item was ordered due to a customer error during the ordering process (e.g., selecting the wrong sauce, size, or quantity), Wings Over is not obligated to provide a refund, though we may offer store credit at our discretion.
• Gift Cards and Promotional Credits: Gift card purchases and promotional credit values are non-refundable and cannot be exchanged for cash.
• Delivery Fees: Delivery fees are generally non-refundable unless the delivery was not completed or the error was caused solely by Wings Over or its delivery partners.
• Correctly Fulfilled Orders: If your order was prepared and delivered correctly according to your specifications and within a reasonable timeframe, it does not qualify for a refund.
• 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 platforms. Wings Over is not directly responsible for refunds on orders placed through third-party services.

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

To submit a refund request, please follow these steps:

1. Step 1 — Gather Your Information: Before contacting us, please have the following ready:
   • Your order confirmation number or receipt
   • The date and time of your order
   • Your name and contact information
   • A description of the issue
   • Photographs of the food (if applicable and if the issue relates to quality, incorrect items, or missing items)
2. Step 2 — Contact Wings Over: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: wingsover-new.world (via our Contact or Support page)
3. Step 3 — Submit Your Request: Provide all relevant details including your order number, the nature of the issue, and any supporting photographs or documentation. The more information you provide, the faster we can process your request.
4. Step 4 — Review and Investigation: Our customer service team will review your request within 1–2 business days. We may follow up with additional questions or request further evidence.
5. Step 5 — Decision Notification: You will receive an email or phone notification informing you of the decision regarding your refund request. If approved, the refund details and timeline will be communicated to you.
6. Step 6 — Refund Issuance: If your refund is approved, it will be processed according to the timelines outlined in Section 6 of this policy.

6. Refund Processing Times by Payment Method

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

Please note that Wings Over initiates refunds promptly upon approval, but actual receipt of funds may be subject to your financial institution's processing times, which are outside of our control. If you have not received your refund within the timeframe listed above, we recommend first checking with your bank or card issuer before contacting us.

7. Partial Refunds

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

• Only some items in your order were incorrect, missing, or unsatisfactory, rather than the entire order.
• A portion of the food was consumed before the quality issue was identified.
• The order was partially delivered or fulfilled.
• A discount, coupon, or promotional offer was applied to the original order, affecting the refundable amount.
• Catering or group orders where only specific portions of the service were found to be deficient.

The amount of a partial refund will be determined based on the value of the affected items and the nature of the complaint. Wings Over reserves the right to offer store credit in lieu of a cash refund for partial refund situations, at its discretion.

8. Exchange Policy

Due to the perishable nature of food products, traditional item-for-item exchanges are handled differently at Wings Over compared to non-perishable retail businesses. Our exchange policy works as follows:

• Replacement Orders: In cases where an incorrect item was delivered or an item was missing, Wings Over may offer to prepare and deliver or make available for pickup a replacement item at no additional charge, subject to availability and operational hours.
• Same-Day Replacements: Replacement orders are subject to restaurant operating hours and kitchen capacity. We cannot guarantee same-day replacements in all cases, particularly during peak hours.
• Merchandise Exchanges: If Wings Over sells branded merchandise (such as apparel or accessories), merchandise items may be exchanged within 14 days of purchase, provided the items are unused, unwashed, and in original packaging. Food items are not eligible for traditional exchanges.
• Store Credit Option: In cases where a physical replacement is not possible (e.g., outside operating hours, item no longer available), Wings Over will offer store credit of equal value to be used on a future order.

9. Cancellation Policy

Order cancellations are subject to the following conditions based on the stage at which the cancellation request is made:

9.1 Standard Orders (Delivery and Pickup)

• Cancellation within 2 minutes of placing the order: Full refund issued, provided the order has not yet been accepted by the kitchen.
• Cancellation after kitchen acceptance but before preparation begins: A partial refund may be issued minus any applicable processing fees.
• Cancellation after food preparation has begun: No refund will be issued. A store credit may be offered at Wings Over's discretion.
• Cancellation after order has been dispatched for delivery: No cancellation or refund is available at this stage.

9.2 Catering and Large Group Orders

• Cancellation more than 72 hours before the scheduled event: Full refund issued, minus any non-refundable deposit.
• Cancellation between 24 and 72 hours before the scheduled event: 50% refund of the total order value.
• Cancellation less than 24 hours before the scheduled event: No refund will be issued, as food preparation and staffing will already have been arranged.

To cancel an order, please contact us as soon as possible via email at [email protected] or through our website at wingsover-new.world. Cancellation requests must be confirmed in writing to be considered valid.

10. Dispute Resolution Process

Wings Over is committed to resolving all customer complaints and disputes in a timely and fair manner. If you are not satisfied with the outcome of your refund request, you may escalate the matter through the following process:

1. Internal Escalation: If your initial refund request was denied or you disagree with the outcome, you may request a review by a senior member of our customer support team. Please email [email protected] with the subject line "Refund Dispute — Escalation Request" and include your original case or order number.
2. Management Review: Your escalated dispute will be reviewed by a manager within 3–5 business days. You will receive a written response with a final determination.
3. Chargeback Rights: If you paid by credit or debit card and believe a charge was unauthorized or fraudulent, you have the right to contact your bank or credit card issuer to initiate a chargeback. Wings Over respects this right and will cooperate fully with any investigation conducted by your financial institution.
4. Consumer Protection Agencies: Customers in the United States also have the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with their state's consumer protection office if they believe their consumer rights have been violated.
5. Informal Mediation: For disputes involving amounts greater than $250, Wings Over is willing to participate in informal mediation facilitated by a neutral third party before pursuing any formal legal action.

Wings Over values every customer relationship and will make every reasonable effort to resolve disputes fairly and efficiently. We do not retaliate against customers for exercising their legal rights.

11. Special Circumstances

Wings Over recognizes that extraordinary circumstances may arise that affect order fulfillment. In cases of severe weather events, natural disasters, government-mandated closures, or other force majeure events that prevent us from fulfilling an order, customers will be offered a full refund or store credit for any orders affected. We will communicate proactively with affected customers via email or through our website.

12. California Customers — Additional Rights

If you are a resident of California, you may have additional rights under the California Consumer Privacy Act (CCPA) and the California Consumer Protection regulations. For questions about your rights as a California consumer, please contact us using the information provided below. We are committed to complying with all applicable California consumer protection laws.

13. Policy Updates

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-new.world with the updated effective date clearly indicated. Continued use of our services following any changes constitutes your acceptance of the revised policy. We encourage customers to review this policy periodically to stay informed of any updates.

14. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact us using the following information: