Refund Policy

Effective Date: June 24, 2026 | Last Updated: June 24, 2026

1. Introduction

Wings Over ("we," "us," "our," or "the Company") values each and every customer. We understand that sometimes an order may not meet your expectations, arrive incorrectly, or experience other issues. This Refund Policy has been established to clearly outline when and how refunds are issued, the steps required to request a refund, and how disputes are handled. By placing an order with Wings Over, you agree to the terms set forth in this Refund Policy.

This policy is governed by applicable United States federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act (15 U.S.C. § 41 et seq.), as well as any applicable state-level consumer protection statutes.

2. Eligibility Conditions for Refunds

We strive to ensure that every order is prepared and delivered accurately and to the highest standard. You may be eligible for a refund under the following conditions:

• Incorrect Order: You received an item that was different from what you ordered (e.g., wrong flavor, wrong item, missing item).
• Food Quality Issues: The food received was spoiled, undercooked, overcooked, or otherwise unfit for consumption at the time of delivery or pickup.
• Missing Items: One or more items included in your order confirmation were not delivered or provided at pickup.
• Order Never Received: Your order was not delivered, and no pickup confirmation was issued, despite payment being processed.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.
• Authorized Cancellation: You cancelled your order within the eligible cancellation window as outlined in Section 8 of this policy.

Refunds are evaluated on a case-by-case basis. We reserve the right to request supporting evidence (such as photos of the incorrect or substandard food) before processing a refund.

3. Non-Refundable Items and Situations

Not all situations qualify for a refund. The following are generally not eligible for refunds:

• Orders where the customer provided an incorrect delivery address or pickup instructions.
• Food that has been partially or fully consumed and a complaint is raised based on personal taste preferences rather than a legitimate quality issue.
• Orders delayed due to circumstances beyond our control, including but not limited to severe weather events, natural disasters, or third-party delivery service delays.
• Promotional items, free items, or items purchased using discount codes or gift vouchers (unless the item itself was incorrect or missing).
• Requests submitted more than 24 hours after the order was delivered or picked up, except in cases of billing disputes.
• Orders for which the customer has already received a previous refund or credit for the same transaction.
• Customization requests that were correctly fulfilled as submitted but were later deemed unsatisfactory by the customer due to personal preference.

4. Refund Request Timeframes

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

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

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

To request a refund, please follow these steps:

1. Step 1 – Contact Us Promptly: Reach out to our customer support team as soon as possible via email at [email protected] or through the contact form on our website at wingsoverclub.rest. Phone inquiries may also be directed to us using the contact details listed in Section 11 of this policy.
2. Step 2 – Provide Your Order Details: Include your full name, order number, date and time of the order, the method of ordering (website, app, in-person), and the payment method used.
3. Step 3 – Describe the Issue: Provide a clear and detailed description of the problem. If the issue involves food quality or an incorrect item, please include photographs as supporting evidence where possible.
4. Step 4 – Submit Your Request: Send all information to us via the contact method you have chosen. Our team will acknowledge receipt of your request within 1 business day.
5. Step 5 – Review and Assessment: Our team will review the information you have provided and may follow up with additional questions. We aim to complete our assessment within 2–3 business days of receiving your complete submission.
6. Step 6 – Resolution: Once our review is complete, we will notify you of the outcome. If a refund is approved, the amount will be processed according to the timelines described in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the refund to appear in your account will depend on the original payment method used:

Please note that while we process refunds promptly on our end, your bank or financial institution may take additional time to reflect the credit in your account. Wings Over is not responsible for delays caused by third-party financial institutions or payment processors.

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, missing, or unsatisfactory, while the remainder of the order was delivered correctly and in acceptable condition.
• A discount, promotional credit, or coupon was applied to the order, reducing the refundable amount accordingly.
• The issue reported pertains to an add-on, side item, or modifier rather than the primary item ordered.
• The customer partially consumed the food before identifying an issue, and there is insufficient evidence to support a full refund claim.
• Delivery fees are generally non-refundable unless the entire order was not delivered.

The specific amount of a partial refund will be determined at the sole discretion of Wings Over based on the nature and extent of the reported issue. We will always communicate the refund amount to you clearly before processing.

8. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

8.1 Online and Phone Orders

Cancellations for online or phone orders must be made as soon as possible after placing the order. Due to the nature of food preparation:

• Cancellations made within 5 minutes of placing the order: Eligible for a full refund, provided that food preparation has not yet begun.
• Cancellations made after 5 minutes: If food preparation has already begun, we may be unable to cancel the order. A partial refund or store credit may be offered at our discretion.
• Cancellations made after the order is ready or out for delivery: No refund will be issued for cancellations at this stage.

8.2 Catering and Large Group Orders

For catering orders or large group orders (typically defined as orders exceeding $150 in value or requiring advance scheduling):

• More than 48 hours before the scheduled order time: Full refund issued.
• 24–48 hours before the scheduled order time: 50% refund issued; the remaining 50% may be offered as store credit.
• Less than 24 hours before the scheduled order time: No refund will be issued. Store credit may be considered at our discretion.

To cancel an order, please contact us immediately at [email protected] or through our website at wingsoverclub.rest.

9. Exchange Policy

Because Wings Over serves freshly prepared food, traditional product exchanges may not always be practical. However, we are committed to making things right. Our exchange policy works as follows:

• Incorrect Item Received: If you received an item other than what you ordered, we will, where operationally feasible, prepare and deliver or have available for pickup the correct item at no additional charge. This is subject to availability and operating hours.
• Unsatisfactory Food Quality: If the food you received does not meet our quality standards (e.g., undercooked, wrong preparation), we may offer to re-prepare the item where feasible, or issue a refund or store credit in lieu of a replacement.
• Store Credit Option: In some cases, rather than a monetary refund, we may offer store credit equivalent to the value of the affected item(s). Store credits are valid for 90 days from the date of issuance and can be applied toward any future order.

Exchange requests are subject to the same reporting timeframes outlined in Section 4 of this policy.

10. Dispute Resolution Process

We are committed to resolving all refund-related concerns in a fair and timely manner. In the event that you are not satisfied with the outcome of your refund request, the following dispute resolution process applies:

10.1 Internal Review

If you disagree with our initial refund decision, you may request an internal review by contacting us at [email protected] and clearly stating your disagreement along with any additional supporting information. Our management team will review your case within 5 business days and provide a final response.

10.2 Chargeback Rights

If you believe you have been charged incorrectly or that a valid refund has not been processed, you have the right to contact your bank or credit card issuer to initiate a chargeback under your rights as a cardholder. We request that customers attempt to resolve disputes directly with us before initiating a chargeback, as this allows us to address your concern more quickly and efficiently.

10.3 FTC and Consumer Protection Agencies

As a United States-based business, Wings Over operates in accordance with federal consumer protection laws enforced by the Federal Trade Commission (FTC). If you feel your consumer rights have been violated, you may file a complaint with the FTC at ftc.gov/complaint or with your state's Attorney General office.

10.4 Third-Party Delivery Platforms

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, etc.), refund and dispute resolution may be subject to that platform's own policies. We encourage you to contact the platform directly for orders placed through their services. However, we will cooperate with any investigation initiated by a third-party platform on your behalf.

10.5 Informal Resolution

We encourage all customers to attempt informal resolution before escalating disputes. In most cases, a simple conversation with our team resolves the issue quickly and to everyone's satisfaction.

11. Contact Information for Refund Requests

For all refund inquiries, cancellations, or complaints, please contact Wings Over using the following details:

12. Changes to This Refund Policy

Wings Over reserves the right to modify or update this Refund Policy at any time. Any changes will be reflected on this page with a revised "Last Updated" date. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services following a policy update constitutes acceptance of the revised terms.

13. Governing Law

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 arising from or related to this policy that cannot be resolved informally will be subject to the exclusive jurisdiction of the appropriate courts in that jurisdiction.