Refund Policy

At Wings Over, we are committed to delivering high-quality food products and an exceptional customer experience. We understand that situations may arise where you are not fully satisfied with your order, and we want to make the refund and resolution process as clear and straightforward as possible. Please read this Refund Policy carefully before placing an order through our website at wings-over.digital.

This policy applies to all purchases and orders made through our online platform and is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act. By placing an order with Wings Over, you agree to the terms outlined in this Refund Policy.

1. Our Commitment to Customer Satisfaction

Wings Over takes great pride in the quality and freshness of our food products. Every order is prepared with care and attention to detail. However, we recognize that issues can occasionally occur — whether related to order accuracy, food quality, delivery conditions, or other concerns. This policy is designed to ensure that every customer is treated fairly and that legitimate concerns are addressed promptly and professionally.

We encourage all customers to review their orders upon receipt and to contact us as soon as possible if any issue is identified. The sooner we are informed, the better we can assist you.

2. Eligibility Conditions for Refunds

A refund request may be eligible for consideration under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered (wrong items, wrong quantities, missing items).
• Food Quality Issues: The food received was spoiled, undercooked, overcooked, or otherwise unfit for consumption at the time of delivery or pickup.
• Allergic Reactions Due to Mislabeling: You experienced an allergic reaction directly attributable to an ingredient not disclosed in the product description, and you had not made any modifications to your order that introduced the allergen.
• Order Not Received: Your order was confirmed and paid for but was not delivered and cannot be located by our team after reasonable investigation.
• Significant Delivery Delay: Your order was delivered substantially later than the estimated delivery window communicated at the time of purchase, rendering the food unsatisfactory.
• Duplicate Charges: You were charged more than once for the same order due to a technical error on our platform.

All refund requests are subject to review and verification by our customer service team. Wings Over reserves the right to request supporting evidence, including photographs, order confirmation numbers, and a description of the issue.

3. Timeframes for Refund Requests

To be considered for a refund, requests must be submitted within the following timeframes:

4. Non-Refundable Items and Situations

The following situations are generally not eligible for a refund:

• Change of Mind: Refunds will not be issued simply because you changed your mind after placing and receiving your order.
• Customer-Initiated Modifications: If an issue arises as a direct result of special instructions or customizations you requested, we are unable to guarantee a refund.
• Partially Consumed Orders: Orders that have been substantially consumed will not be eligible for a full refund. Partial refunds may be considered at our discretion (see Section 7).
• Incorrect Delivery Address: If you provided an incorrect or incomplete delivery address and the order was delivered to that address or could not be delivered, no refund will be issued.
• Promotional or Discounted Items: Items purchased with promotional codes, special discounts, or as part of limited-time offers may have limited or no refund eligibility, as specified at the time of promotion.
• Force Majeure Events: Delays or issues caused by circumstances beyond our reasonable control, including severe weather, natural disasters, public emergencies, or third-party delivery service failures, are not grounds for a refund.
• Late Requests: Any refund request submitted outside of the applicable timeframes outlined in Section 3 above.
• Personal Taste Preferences: Dissatisfaction based on personal taste or preference rather than an objective quality issue is not eligible for a refund.

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

If you believe you are eligible for a refund based on the criteria outlined in this policy, please follow these steps:

1. Step 1 — Gather Your Information: Before contacting us, please have the following ready:
   • Your full name
   • Order confirmation number
   • Date and time of the order
   • Description of the issue
   • Photographs or videos of the issue (strongly recommended for food quality claims)
2. Step 2 — Contact Our Customer Service Team: Reach out to us through one of the following channels:
   • Email: [email protected]
   • Website: wings-over.digital
   In your message, clearly state that you are requesting a refund and include all relevant information gathered in Step 1.
3. Step 3 — Await Confirmation: Our customer service team will acknowledge receipt of your request within 1 business day. We may follow up with additional questions or request further documentation.
4. Step 4 — Review and Decision: Our team will review your request and make a determination within 3 to 5 business days. You will be notified via email of our decision.
5. Step 5 — Refund Issuance: If your refund is approved, it will be processed according to the payment method used (see Section 6 below).

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times will vary depending on your original payment method:

Please note that while we process refunds promptly upon approval, the actual time for the credit to appear in your account depends on your financial institution or payment provider. Wings Over is not responsible for any additional delays caused by banks or third-party payment processors.

7. Partial Refunds

In certain situations, a partial refund may be granted rather than a full refund. Partial refunds may apply in the following circumstances:

• Only a portion of your order was incorrect, missing, or unsatisfactory (you will be refunded for the affected items only).
• The order was partially consumed before the issue was identified — the refund will be proportional to the unconsumed portion, as reasonably determined by our team.
• A delivery was significantly delayed, but the food was still delivered and deemed acceptable — a partial refund may be offered as compensation for the inconvenience.
• Minor quality issues were present that did not render the food entirely unsatisfactory — a partial refund or credit may be offered at our discretion.

Partial refund amounts will be communicated to you during the review process, and you will have the opportunity to accept or discuss the proposed resolution with our team before any action is taken.

8. Exchange Policy

Due to the perishable nature of food products, we do not offer direct item exchanges in the traditional sense. However, in situations where an incorrect item was delivered and the correct item is still available for preparation and delivery, we will make every reasonable effort to:

• Arrange for the correct item to be prepared and delivered to you at no additional charge, subject to availability and operational hours.
• Offer a store credit equal to the value of the incorrect item, which can be applied to a future order.
• Issue a refund for the affected item if neither of the above options is feasible.

The most suitable resolution will be discussed with you by our customer service team based on your specific situation and preference.

9. Cancellation Policy

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

9.1 Online Orders

• Before Order Confirmation: You may cancel your order at any time before it is confirmed by our team without any charge.
• Within 5 Minutes of Confirmation: If you cancel within 5 minutes of receiving an order confirmation, a full refund will be issued.
• After 5 Minutes of Confirmation (Before Preparation Begins): Cancellations received after 5 minutes but before food preparation has commenced may be eligible for a full or partial refund, depending on resources already allocated to your order.
• After Preparation Has Begun: Once food preparation has begun, we are generally unable to cancel the order or offer a refund, as perishable ingredients have already been used.
• After Dispatch for Delivery: Orders that have already been dispatched for delivery cannot be cancelled.

9.2 Catering and Large Orders

For catering orders or large group orders, the following cancellation terms apply:

• More than 48 hours before scheduled fulfillment: Full refund issued.
• Between 24 and 48 hours before scheduled fulfillment: 50% refund of the total order value.
• Less than 24 hours before scheduled fulfillment: No refund will be issued, as ingredients and staffing will have already been arranged.

To cancel an order, please contact us immediately at [email protected] or through our website at wings-over.digital, providing your order confirmation number and the reason for cancellation.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Wings Over provides a structured dispute resolution process to ensure fairness:

10.1 Internal Escalation

If your initial refund request is denied or you are dissatisfied with the proposed resolution, you may request an escalation by emailing [email protected] with the subject line "Refund Dispute — Escalation Request". Include your original case or ticket number and a clear explanation of why you believe the initial decision was incorrect. A senior member of our team will review your case within 5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you retain the right to contact your bank or credit card issuer to dispute a charge (commonly known as a chargeback) if you believe a transaction was unauthorized or if a service was not delivered as promised. We encourage you to exhaust our internal resolution process before initiating a chargeback, as this allows us to resolve your concern more quickly. However, we fully respect your rights under applicable law.

10.3 FTC and Consumer Protection Resources

If you believe your consumer rights have been violated, you may also file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or contact your state's Attorney General's office for additional consumer protection resources.

10.4 Informal Mediation

In the event of an unresolved dispute, both parties agree to make good-faith efforts to resolve the matter through informal negotiation before pursuing any formal legal remedies. This includes written communication via email and, where appropriate, telephone discussions.

11. Store Credit as an Alternative

In some cases, instead of a monetary refund, we may offer store credit as a gesture of goodwill or as an alternative resolution. Store credit:

• Is applied directly to your Wings Over account for use on future orders.
• Is valid for 12 months from the date of issuance.
• Is non-transferable and cannot be exchanged for cash.
• May be accepted or declined — if you prefer a monetary refund and are eligible for one, please inform our team.

12. Fraud Prevention

Wings Over takes fraudulent refund claims seriously. Any customer found to be submitting false, misleading, or exaggerated refund requests may have their account suspended or terminated, and we reserve the right to pursue appropriate legal remedies under United States law, including but not limited to claims of consumer fraud under the FTC Act and applicable state laws.

13. Policy Updates

Wings Over reserves the right to update, modify, or amend this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at wings-over.digital, with the updated effective date displayed at the top of this page. We encourage you to review this policy periodically. Your continued use of our services after any changes constitutes your acceptance of the revised policy.

14. Contact Information for Refund Requests

For all refund requests, questions about this policy, or any other concerns regarding your order, please contact our customer service team using the details below:

This Refund Policy was last updated on April 29, 2026, and is effective as of the same date. All policies are subject to applicable United States federal and state consumer protection laws.