Refund Policy

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

1. Introduction

Wings Over ("we," "us," "our," or "the Company") values every customer and strives to deliver fresh, high-quality food with every order. We understand that issues can occasionally arise, and we want to make the resolution process as straightforward and transparent as possible.

This Refund Policy applies to all orders placed through our website wingsovereat.rest, by phone, or through any authorized ordering platform associated with Wings Over. By placing an order with us, you agree to the terms outlined in this policy. This policy is governed by applicable United States federal and state consumer protection laws, including guidelines established by the Federal Trade Commission (FTC).

If you have any questions about this policy, please contact us at [email protected] before placing your order.

2. Eligibility Conditions for Refunds

We want every customer to have a positive experience. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that does not match what you ordered (wrong food items, wrong quantity, missing items from your order).
• Food Quality Issues: The food received was undercooked, spoiled, contaminated, or otherwise did not meet reasonable quality and safety standards.
• Undelivered Order: Your delivery order was never received, and our records confirm the delivery was not completed successfully.
• Significant Delay: Your order was delayed by more than a reasonable timeframe beyond the estimated delivery or pickup time, and you no longer wish to accept the order.
• Allergic Reactions or Safety Concerns: If you suffered an adverse reaction due to an ingredient error on our part (for example, an allergen you specified was not accommodated).
• Duplicate Charges: You were charged more than once for a single order due to a technical or billing error.
• Order Cancellation: You cancelled your order within the eligible cancellation window described in Section 8 of this policy.

3. Timeframes for Refund Requests

Timely reporting is essential when it comes to food-related issues. The following timeframes apply to refund requests:

We strongly encourage customers to inspect their orders upon receipt and report any issues immediately. Due to the perishable nature of food products, we are unable to process refund requests submitted outside of these timeframes unless exceptional circumstances apply.

4. Non-Refundable Items and Services

While we aim to be as accommodating as possible, certain items and circumstances are not eligible for refunds:

• Change of Mind: Refunds are not issued because you changed your mind about your order after food preparation has begun.
• Consumed Orders: We cannot issue a refund for food that has been substantially or entirely consumed unless there is a verifiable quality or safety concern.
• Customization Errors by the Customer: If you provided incorrect customization instructions (such as wrong sauce preference, incorrect address, or wrong contact details) and the order was prepared according to those instructions, a refund will not be issued.
• Delivery Fees: Delivery fees are generally non-refundable unless the order was not delivered due to an error on our part.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion, bundle deal, or at a discounted rate may have restricted refund eligibility, which will be disclosed at the time of purchase.
• Gift Cards and Digital Credits: Purchased gift cards and digital store credits are non-refundable unless required by applicable state law.
• Service Fees: Platform or service fees charged through third-party delivery applications are subject to those platforms' own refund policies.

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

To make the refund process as easy as possible, please follow these steps:

6. Refund Processing Times by Payment Method

Once a refund has been approved by our team, processing times vary depending on the payment method used at the time of purchase:

Please note that while we process refunds promptly on our end, your financial institution may take additional time to reflect the credit in your account. Wings Over is not responsible for delays caused by banks or payment processors. If you do not see your refund within the stated timeframe, please contact your bank before reaching out to us.

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:

• Partially Missing Order: If only certain items from your order were missing or incorrect, you will receive a refund for those specific items only, not the entire order.
• Minor Quality Issues: If the food was largely acceptable but had a minor issue that did not affect the entire meal, a partial refund or store credit may be offered at our discretion.
• Partial Consumption: If you have consumed a significant portion of your order before reporting an issue, only the unconsumed portion may be eligible for a refund.
• Discounted Orders: Partial refunds on discounted orders will be calculated based on the discounted price paid, not the full menu price.
• Customer Contribution to Issue: If our investigation determines that the customer's own actions contributed to the problem (such as incorrect delivery address), a partial refund may be offered at our sole discretion.

The decision to issue a partial refund versus a full refund is made on a case-by-case basis by our customer service team. We will clearly explain the basis for any partial refund determination.

8. Cancellation Policy

We begin preparing your food order as quickly as possible to ensure freshness and timely delivery. As a result, our cancellation window is limited:

8.1 Cancellations Before Food Preparation

If you wish to cancel your order, you must do so before food preparation has begun. In most cases, this means you must cancel within 5 minutes of placing your order. If your cancellation request is received before preparation begins, you will receive a full refund.

8.2 Cancellations After Food Preparation Begins

Once food preparation has started, cancellations are generally not accepted. If a cancellation is made at this stage, a refund will not be issued, as the ingredients and labor have already been committed to your order.

8.3 Cancellations Due to Unexpected Circumstances

If Wings Over must cancel your order due to circumstances on our end — such as ingredient unavailability, system errors, or operational issues — you will receive a full refund within the applicable processing timeframe, along with notification explaining the cancellation.

8.4 How to Cancel

To cancel an order, contact us immediately at [email protected] or through your online account portal at wingsovereat.rest. Cancellation requests must be submitted in writing to be eligible for a refund.

9. Exchange Policy

Due to the perishable nature of food products, we do not offer traditional item-for-item exchanges in the same manner as a retail store. However, we want every customer to enjoy their meal, so we offer the following options in cases of eligible issues:

• Order Re-Preparation: In cases where food was prepared incorrectly or an item was missed, we may, at our discretion, offer to re-prepare and deliver the correct item. Availability depends on operational capacity at the time of the report.
• Store Credit: In lieu of a monetary refund or re-preparation, we may offer store credit equivalent to the value of the affected item(s). Store credit can be applied to future orders at wingsovereat.rest.
• No Substitutions After Preparation: We cannot substitute food items after they have been prepared, as food safety regulations and quality control standards prohibit us from retrieving and replacing prepared food.

The most appropriate resolution will be determined on a case-by-case basis in consultation with the customer.

10. Dispute Resolution Process

We hope to resolve all refund concerns directly and amicably. However, if you are not satisfied with our resolution, the following dispute resolution process applies:

10.1 Internal Escalation

If you are not satisfied with the initial response from our customer service team, you may request that your case be escalated to a senior manager. To escalate, simply reply to our email correspondence and indicate that you wish to escalate your complaint. We will assign a senior review within 3 business days.

10.2 Good Faith Negotiation

We commit to engaging in good-faith efforts to resolve disputes before they progress to formal legal proceedings. Please allow us the opportunity to address your concern through our internal process before pursuing external remedies.

10.3 Chargeback and Credit Card Disputes

While customers have the right to initiate a chargeback through their credit card issuer or bank, we strongly encourage you to contact us first. Initiating a chargeback without first contacting Wings Over may result in a longer resolution process. In accordance with FTC guidelines, we will cooperate fully with any chargeback investigation conducted by your financial institution.

10.4 Consumer Protection Agencies

Customers located in the United States may also file a complaint with the following agencies if they believe their consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your applicable State Attorney General's Office or State Consumer Protection Division
• Your local Better Business Bureau (BBB)

10.5 Governing Law and Jurisdiction

This Refund Policy shall be governed by and construed in accordance with the laws of the United States and the applicable laws of the state in which Wings Over operates. Any disputes that cannot be resolved informally shall be subject to the exclusive jurisdiction of the competent courts in the applicable jurisdiction.

11. Special Circumstances

11.1 Food Safety and Health Concerns

If you experience a food safety issue, including but not limited to foodborne illness, foreign objects in your food, or severe allergic reactions resulting from an error on our part, please contact us immediately and seek appropriate medical attention if necessary. We take food safety issues with the utmost seriousness and will work directly with you to address the situation promptly, which may include a full refund and additional remediation.

11.2 Third-Party Delivery Platforms

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), refund requests related to delivery issues should be submitted directly to that platform in accordance with their policies. Wings Over is not responsible for errors or delays caused by third-party delivery services; however, for food quality or accuracy issues, you may still contact us directly.

11.3 Natural Disasters and Force Majeure

In the event of natural disasters, extreme weather, public health emergencies, or other force majeure events that affect our ability to fulfill or deliver orders, we will communicate proactively with affected customers and offer full refunds or the option to reschedule orders as applicable.

12. Changes to This Refund Policy

Wings Over reserves the right to update, modify, or change this Refund Policy at any time. When we make material changes, we will update the "Last Updated" date at the top of this page and, where appropriate, notify customers via email or a notice on our website. Continued use of our services following any modifications constitutes your acceptance of the updated policy.

We encourage you to review this Refund Policy periodically to stay informed about how we handle refunds and returns.

13. Contact Us

If you have questions about this Refund Policy or need to submit a refund request, please reach out to us using the contact information below. Our customer service team is committed to responding promptly and resolving your concern fairly.