Refund Policy

At Wings Over, we are committed to delivering high-quality food and an exceptional customer experience. We understand that situations may arise where a refund or order adjustment is necessary. This Refund Policy outlines your rights and our procedures regarding refunds, cancellations, exchanges, and dispute resolution. Please read this policy carefully before placing an order.

1. Overview

This Refund Policy applies to all orders placed through our website at wings-over.top, by phone, or through any affiliated third-party delivery platforms. By placing an order with Wings Over, you acknowledge that you have read, understood, and agreed to the terms outlined in this policy.

As a food service business operating in the United States, we comply with applicable federal consumer protection regulations enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as any applicable state-level consumer protection statutes. We are committed to fair and transparent business practices.

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their order. Refunds may be issued under the following conditions:

• Wrong Order Received: You received an item that is different from what you ordered.
• Missing Items: One or more items from your order were not included at the time of delivery or pickup.
• Food Quality Issues: The food was undercooked, spoiled, contaminated, or otherwise unfit for consumption upon delivery or pickup.
• Significant Order Delay: Your order was delayed significantly beyond the quoted delivery or pickup time without prior notice, rendering the food unsuitable.
• Duplicate Charge: You were charged more than once for the same order due to a technical error.
• Order Not Delivered: Your delivery order was never received and cannot be confirmed as delivered by our records or the delivery partner's records.
• Allergic Reaction Due to Incorrect Preparation: If you notified us of a specific food allergy at the time of ordering and your meal was prepared in a manner inconsistent with your stated allergy requirements, you may be eligible for a full refund.

3. Timeframes for Refund Requests

To ensure that refund requests are handled promptly and fairly, the following timeframes apply:

Refund requests submitted outside these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and to contact us immediately if any issues are identified.

4. Non-Refundable Items and Situations

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

• Change of Mind: Refunds will not be issued simply because you changed your mind after your order was placed and confirmed.
• Consumed Food: If you have consumed all or a substantial portion of your order before raising a complaint, a refund may not be issued unless there is documented evidence of a food safety concern.
• Customization Errors by the Customer: If a customer incorrectly selects ingredients, toppings, or preparation instructions and the order was prepared exactly as requested, no refund will be issued.
• Delivery Delays Due to External Factors: Refunds will not be provided for delays caused by extreme weather conditions, traffic, third-party delivery platform issues, or other events beyond our reasonable control.
• Promotional and Discounted Items: Items purchased using promotional codes, discounts, or as part of a limited-time offer may have restricted refund eligibility.
• Completed Catering Orders: Once a catering order has been prepared and delivered or picked up, it is generally non-refundable unless a verifiable quality issue is identified.
• Gift Cards and Store Credit: Gift cards and store credits are non-refundable and cannot be exchanged for cash.

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

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

1. Step 1 – Document the Issue: Take clear photographs of the incorrect, missing, or substandard items. Keep your original receipt or order confirmation email readily available.
2. Step 2 – Contact Us Promptly: Reach out to our customer support team via email at [email protected] or visit our website at wings-over.top to initiate your refund request. Make sure to contact us within the applicable timeframe listed in Section 3.
3. Step 3 – Provide Required Information: In your refund request, include the following details:
   • Full name and contact information
   • Order number or confirmation code
   • Date and time of your order
   • Description of the issue
   • Any supporting photographs or evidence
   • Your preferred refund method (original payment method or store credit)
4. Step 4 – Review Process: Our team will review your request within 1–3 business days. We may contact you for additional information or clarification if needed.
5. Step 5 – Resolution Notification: Once a decision has been made, we will notify you via email. If your refund is approved, the processing will begin immediately in accordance with the timelines outlined in Section 6.

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 payment method:

Please note that while we initiate refunds promptly upon approval, the actual time for funds to appear in your account is governed by your bank or financial institution and may vary. Wings Over is not responsible for delays caused by banking institutions.

7. Partial Refunds

In some cases, a partial refund may be offered rather than a full refund. Partial refunds may apply under the following circumstances:

• Only one or a few items in a multi-item order were affected by a quality issue, while the rest of the order was satisfactory.
• The customer consumed a portion of the order before identifying the issue.
• The issue was a minor inconvenience rather than a significant quality or safety concern, at the discretion of Wings Over management.
• A promotional discount was applied to the original order — the refund may be calculated based on the amount actually paid, not the full menu price.
• Delivery fees may not be refundable in situations where the delivery was completed but only part of the food order is in dispute.

The amount of a partial refund will be determined by Wings Over after reviewing the specifics of each case and will reflect the value of the affected portion of the order.

8. Exchange Policy

Due to the perishable nature of food products, direct food-for-food exchanges are limited. However, we do offer the following options:

• Replacement Order: If your order was incorrect or missing items, we may, at our discretion, offer to prepare and deliver a replacement order at no additional charge, subject to operational availability.
• Store Credit Exchange: Instead of a monetary refund, customers may opt to receive store credit equivalent to the value of the affected item(s), which can be applied to a future order.
• Menu Item Substitution: If a particular menu item is unavailable, we may offer a comparable substitution at the same price point. Customers will always be informed before any substitution is made.

Exchanges are subject to the same eligibility conditions and timeframes as refunds outlined in Sections 2 and 3.

9. Cancellation Policy

We understand that plans can change. Please review our cancellation policy before placing an order:

9.1 Standard Orders (Delivery and Pickup)

• Cancellation within 5 minutes of placing the order: Full refund issued with no penalty, provided the kitchen has not yet begun preparing your order.
• Cancellation after food preparation has begun: Cancellations will not be accepted, and no refund will be issued, as the food has already been prepared specifically for your order.
• No-show for pickup orders: If you do not pick up your order within 30 minutes of the confirmed pickup time and do not notify us, no refund will be issued.

9.2 Catering and Large Group Orders

• Cancellation more than 72 hours before the scheduled order time: Full refund of any deposit paid.
• Cancellation between 24 and 72 hours before the scheduled order time: 50% of the deposit or prepaid amount will be refunded.
• Cancellation within 24 hours of the scheduled order time: No refund will be issued, as ingredients and resources have already been allocated.

To cancel an order, please contact us immediately via email at [email protected] or through our website at wings-over.top. Please include your order number and reason for cancellation.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, Wings Over provides the following dispute resolution process:

10.1 Internal Review

You may escalate your complaint by requesting an internal review. Send an email to [email protected] with the subject line "Refund Dispute – [Your Order Number]". A senior member of our team will review your case within 5 business days and provide a final determination.

10.2 Third-Party Mediation

If the matter cannot be resolved through our internal process, you may seek resolution through a neutral third-party mediation service. Both parties agree to engage in good-faith mediation before pursuing any legal action.

10.3 Consumer Protection Agencies

Customers have the right to file a complaint with the following consumer protection authorities:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-382-4357
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov (for billing and payment disputes)
• Your State Attorney General's Office: Contact your respective state's Attorney General for state-level consumer protection complaints.

10.4 Chargeback Rights

You retain the right to contact your credit card issuer or bank to dispute a charge if you believe you have been unfairly charged. However, we encourage you to contact us first so we can resolve the matter directly and promptly.

11. Third-Party Delivery Platforms

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), the refund policy of that platform may also apply. In such cases:

• You should contact both Wings Over and the respective delivery platform.
• Delivery fees charged by third-party platforms are governed by their own refund policies and are not within our direct control.
• Wings Over will cooperate fully with third-party platforms to resolve legitimate complaints.

12. Fraud Prevention

Wings Over takes fraudulent refund claims seriously. Any attempt to abuse this refund policy — including making false claims, submitting manipulated photographs, or repeatedly requesting refunds without legitimate cause — may result in:

• Denial of the refund request
• Suspension or termination of your account
• Being banned from placing future orders
• Referral to appropriate legal authorities if fraud is suspected

13. Changes to This Refund Policy

Wings Over reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at wings-over.top. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services following any changes constitutes your acceptance of the revised policy.

14. Contact Information for Refund Requests

For all refund requests, questions, or concerns regarding this policy, please contact us using the information below:

Our customer support team is available to assist you with any refund-related inquiries. We aim to respond to all refund requests and inquiries within 1–3 business days.