Refund Policy

At Wings Over, we are committed to delivering high-quality food and an excellent customer experience. We understand that situations may arise where a refund or order adjustment is necessary. This Refund Policy outlines the terms and conditions under which refunds, cancellations, and exchanges are handled. Please read this policy carefully before placing an order.

By placing an order through our website at wingsover-menu.click or through any affiliated ordering platform, you agree to the terms described in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC).

1. Our Commitment to Customer Satisfaction

Wings Over takes great pride in the quality of our food and the accuracy of every order we fulfill. We strive to ensure that each customer receives exactly what they ordered, prepared fresh and to the highest standard. In the event that your order does not meet our quality standards or an error has occurred, we will work diligently to make it right.

Our refund and resolution process is designed to be straightforward, fair, and efficient. We encourage all customers to contact us as soon as possible if there is an issue with their order so we can address it promptly.

2. Eligibility Conditions for Refunds

Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that was 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 received was undercooked, spoiled, contaminated, or otherwise not fit for consumption.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Order Not Delivered: Your delivery order was never received despite confirmation of placement and payment.
• Significant Delay: Your order was substantially delayed beyond the estimated delivery or pickup time without prior notification, and the food was rendered unsatisfactory as a result.
• Allergic Reactions Due to Incorrect Preparation: If you clearly specified a food allergy or dietary restriction at the time of ordering and the order was prepared incorrectly, causing an adverse reaction, we will review your claim with the utmost seriousness.

All refund requests are subject to review and verification. Wings Over reserves the right to assess each request on a case-by-case basis and may request supporting documentation such as photographs of the food received, order confirmation numbers, or other relevant evidence.

3. Timeframes for Refund Requests

To ensure timely resolution, refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly recommend contacting us immediately upon discovering any issue with your order.

4. Non-Refundable Items and Services

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

• Orders that were delivered correctly and in good condition but were refused by the customer without valid cause.
• Food items that were consumed, partially consumed, or substantially altered before a complaint was reported.
• Orders where the customer provided an incorrect delivery address and the food could not be delivered as a result.
• Dissatisfaction based solely on personal taste preferences when the order was prepared correctly and as described.
• Promotional or complimentary items included at no charge.
• Delivery fees, service fees, or third-party platform fees that are beyond Wings Over's direct control.
• Orders placed in error by the customer (e.g., wrong item selected, wrong quantity) where the order was fulfilled correctly as submitted.
• Customizations or special requests that were clearly communicated and correctly fulfilled.

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

To initiate a refund request, please follow these steps:

1. Step 1 – Gather Your Order Information
   Locate your order confirmation email or receipt. Have your order number, the date and time of the order, and your contact information ready.
2. Step 2 – Document the Issue
   If applicable, take clear photographs of the incorrect or unsatisfactory food items. This documentation will help us process your request more quickly.
3. Step 3 – Contact Us
   Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: wingsover-menu.click
   In your message, please include your order number, a description of the issue, and any supporting photos or documentation.
4. Step 4 – Review and Verification
   Our team will review your request and may follow up with additional questions or requests for more information. We aim to acknowledge all refund requests within 1 business day.
5. Step 5 – Resolution
   Once your request has been reviewed and approved, we will notify you of the resolution. This may include a full refund, partial refund, store credit, or a replacement order, depending on the nature of the issue.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account depends on your payment method:

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:

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• The food quality issue affected only part of the order, while the remaining items were acceptable.
• A delivery fee or service charge is non-refundable, but the food portion of the order qualifies for a refund.
• The customer accepted a replacement for some items but not others.

The amount of any partial refund will be calculated based on the value of the affected items and any applicable fees. Our team will communicate the partial refund amount clearly before processing.

8. Exchange Policy

Where circumstances allow, Wings Over may offer to replace an incorrect or unsatisfactory order rather than issuing a monetary refund. Exchanges are subject to the following conditions:

• The exchange must be requested within 1 hour of receiving the original order.
• The replacement order will be prepared based on the original order specifications.
• Exchanges are offered at the sole discretion of Wings Over and are subject to availability and operational capacity.
• If a replacement order cannot be fulfilled within a reasonable time, a full or partial refund will be offered instead.
• Exchanges are not available for issues arising from customer ordering errors where the original order was correctly fulfilled.

9. Cancellation Policy

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

9.1 Orders Placed Directly Through Our Website

• Cancellation Before Order Confirmation: If you cancel your order before it has been confirmed and sent to our kitchen, you will receive a full refund.
• Cancellation After Order Confirmation but Before Preparation Begins: You may be eligible for a full refund if you contact us immediately and the order has not yet entered the preparation stage. Please call or email us right away in this situation.
• Cancellation After Preparation Has Begun: Once food preparation has started, cancellations may not be honored, and a refund may not be available. This is because ingredients are allocated and staff resources are committed at this stage.
• Cancellation After Dispatch for Delivery: Orders that have already been dispatched for delivery cannot be cancelled.

9.2 Orders Placed Through Third-Party Platforms

If your order was placed through a third-party delivery service such as DoorDash, Grubhub, Uber Eats, or a similar platform, cancellation requests must be submitted directly to that platform. Wings Over is not responsible for cancellation decisions made by third-party services, and their respective policies will govern such requests.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Wings Over provides the following dispute resolution process:

10.1 Internal Escalation

If you believe your refund request was not handled appropriately, you may request an escalation to a senior member of our customer service team. To do so, reply to your original refund correspondence and indicate that you would like your case escalated for further review. We will acknowledge escalated disputes within 2 business days and aim to provide a final resolution within 5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your credit card issuer or bank if you believe you have been incorrectly charged or if a valid refund has not been processed. We encourage you to contact us before initiating a chargeback, as most issues can be resolved directly and more quickly through our internal process. However, we respect your legal right to pursue this avenue if necessary.

10.3 Consumer Protection Agencies

Customers may also file complaints with the following consumer protection agencies if they believe their rights have been violated:

• Federal Trade Commission (FTC): reportfraud.ftc.gov
• Better Business Bureau (BBB): www.bbb.org
• Your state's Attorney General Consumer Protection Division

10.4 Governing Law

This Refund Policy and any disputes arising from it are governed by the laws of the United States and the applicable laws of the state in which Wings Over operates. For California residents, additional rights may apply under the California Consumer Privacy Act (CCPA/CPRA) and related consumer protection statutes.

11. Store Credit as an Alternative

In some cases, Wings Over may offer store credit as an alternative to a monetary refund. Store credit:

• Will be issued in the full amount of the approved refund.
• Can be applied to any future order placed directly through our website at wingsover-menu.click.
• Does not expire and has no cash redemption value.
• Cannot be transferred to another customer account.

Customers always have the right to request a monetary refund rather than store credit, and we will process the appropriate refund method based on your preference and eligibility.

12. Special Circumstances

Wings Over recognizes that extraordinary situations may arise that fall outside the standard scope of this policy. These may include but are not limited to:

• Natural disasters, severe weather, or other force majeure events affecting delivery or operations.
• Widespread service outages affecting online ordering systems.
• Health or safety incidents requiring order recalls.

In such circumstances, Wings Over will communicate directly with affected customers and determine appropriate resolutions on a case-by-case basis. We are committed to acting fairly and transparently in all exceptional situations.

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 wingsover-menu.click. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services after any changes are posted constitutes your acceptance of the revised policy.

14. Contact Information for Refund Requests

For all refund-related inquiries, please contact us using the information below. Our customer service team is dedicated to resolving your concerns as quickly as possible.