Refund Policy

Last Updated: May 22, 2026

1. Introduction

Wings Over ("we," "us," "our," or "the Company") operates a food service business accessible through wingsover-eat.rest. We understand that issues can arise with food orders, and we have established this Refund Policy to ensure that our customers are treated fairly and that any disputes are resolved promptly and professionally.

This Refund Policy applies to all orders placed through our website, mobile platform, or any other ordering channel associated with Wings Over. By placing an order with us, you agree to the terms set forth 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 directly at [email protected] before placing your order.

2. Eligibility Conditions for Refunds

To be eligible for a refund, the following conditions must generally be met:

• Your order was placed through an official Wings Over ordering channel (website, authorized third-party platform, or in-store).
• You experienced a verifiable issue with your order, such as missing items, incorrect items, food quality concerns, or a failure to deliver.
• You submit your refund request within the applicable timeframe outlined in Section 3 of this policy.
• You provide sufficient documentation or description of the issue (photos, order number, description of the problem).
• The issue was not caused by circumstances outside of our control, including but not limited to incorrect delivery address provided by the customer, refusal of delivery, or mishandling of food after delivery.

2.1 Qualifying Refund Scenarios

The following situations typically qualify for a full or partial refund:

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern effectively. Please adhere to the following timeframes:

• Food Quality or Incorrect Order Issues: You must report the issue within 24 hours of receiving your order. Due to the perishable nature of food, we are unable to process refund requests submitted after this window for quality-related concerns.
• Non-Delivery (Order Never Arrived): Please report a non-delivery within 48 hours of the scheduled or estimated delivery time.
• Billing Errors or Duplicate Charges: Billing discrepancies must be reported within 7 calendar days of the transaction date.
• Order Cancellation: Cancellation requests must be submitted before the order enters the preparation stage. Please refer to Section 8 (Cancellation Policy) for more details.

4. Non-Refundable Items and Services

Certain purchases or circumstances are not eligible for a refund. These include:

• Orders that have been fully delivered and consumed without any reported issue at the time of delivery.
• Orders where the customer provided an incorrect address or was unavailable to receive the delivery after multiple contact attempts.
• Customization requests (e.g., specific sauces, modifications) that were fulfilled as instructed but did not meet personal taste preferences.
• Promotional or complimentary items provided free of charge.
• Orders affected by issues arising from third-party delivery services once the food has left our premises in proper condition.
• Gift cards, loyalty credits, or promotional vouchers (except where required by applicable law).
• Service fees, delivery fees, or tips charged at the time of the order, unless the entire order qualifies for a full refund due to non-delivery.

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

If you believe you are entitled to a refund, please follow the steps below:

1. Gather Your Information: Before contacting us, please have the following ready:
   • Your order number or confirmation email
   • The date and time of your order
   • A clear description of the issue
   • Photographs of the food or packaging (if applicable)
   • The payment method used
2. Contact Us: Reach out to our customer support team via:
   • Email: [email protected]
   • Website: wingsover-eat.rest
3. Submit Your Request: Clearly state that you are requesting a refund, provide your order details, and describe the problem. Attach any supporting photographs or documentation to your email.
4. Await Confirmation: Our team will acknowledge receipt of your request within 1–2 business days.
5. Review and Decision: We will investigate your claim and notify you of our decision within 3–5 business days of receiving your complete request.
6. Refund Processing: If your refund is approved, the refund will be processed according to the timelines described in Section 6 of this policy.

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 original payment method:

Please note that while we process refunds promptly on our end, your bank or payment provider's policies may affect when the funds actually appear in your account. We have no control over third-party processing times once the refund has been submitted.

7. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Situations where partial refunds may apply include:

• Only certain items in your order were missing or incorrect, and the rest of the order was delivered accurately.
• A portion of the food was consumed before the quality issue was identified.
• The issue reported is considered minor and does not warrant a full refund at our reasonable discretion.
• A discount, coupon, or promotion was applied to the original order; refunds will be calculated based on the actual amount paid.
• Delivery fees and service charges may not be refunded in partial refund scenarios unless the entire order is affected.

The amount of a partial refund will be determined on a case-by-case basis by our customer service team, and we will communicate the refund amount to you before processing.

8. Cancellation Policy

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

8.1 Online and Phone Orders

• Before Preparation Begins: If you cancel your order before our kitchen has started preparing it, you are entitled to a full refund.
• During Preparation: Once our kitchen has begun preparing your order, cancellation may not be possible. If we are able to cancel, a partial refund may be issued depending on the stage of preparation.
• After Dispatch/Delivery: Orders cannot be canceled once they have been dispatched for delivery or picked up by the customer.

8.2 How to Cancel

To cancel an order, please contact us immediately at [email protected] or through our website at wingsover-eat.rest. Please include your order number and the reason for cancellation. Due to the time-sensitive nature of food preparation, cancellation requests must be made as soon as possible after placing the order.

8.3 Company-Initiated Cancellations

Occasionally, Wings Over may need to cancel an order due to ingredient availability, operational issues, or unforeseen circumstances. In such cases, you will be notified promptly, and a full refund will be issued automatically to your original payment method within the timelines specified in Section 6.

9. Exchange Policy

Due to the perishable nature of food products, traditional item exchanges are generally not feasible. However, we may offer the following alternatives at our discretion:

• Order Replacement: If your order was incorrect or significantly below our quality standards, we may offer to prepare and deliver a replacement order at no additional charge.
• Store Credit: In lieu of a cash refund, we may offer store credit equivalent to the value of the affected items, which can be applied to a future order.
• Menu Item Substitution: If a specific menu item is unavailable, we may contact you to offer a suitable substitution of equal or greater value before fulfilling your order.

Any replacement or exchange offer is subject to availability and must be accepted within 7 days of our offer. Replacement meals will be prepared to the same standards as original orders and are subject to the same delivery terms.

10. Dispute Resolution Process

We encourage all customers to first contact our customer support team directly to resolve any issues. Most concerns can be resolved quickly and amicably through direct communication.

10.1 Internal Resolution

If you are unsatisfied with the initial response from our customer service team, you may request escalation to a senior manager by indicating this in your follow-up email to [email protected]. We are committed to reviewing escalated cases within 5 business days.

10.2 Chargebacks

If you believe you have been charged incorrectly or have not received a refund you are entitled to, you have the right to dispute the charge with your bank or credit card issuer. Under the Fair Credit Billing Act (FCBA), consumers have the right to dispute billing errors on credit card statements. We ask that you attempt to resolve the issue directly with us before initiating a chargeback, as this allows us to resolve the situation more efficiently.

10.3 Consumer Protection Resources

As a United States-based business, consumers also have the right to report unresolved disputes to relevant regulatory authorities, including:

• Federal Trade Commission (FTC): www.ftc.gov — for consumer protection complaints
• Better Business Bureau (BBB): www.bbb.org — for business complaint mediation
• Your state's Attorney General office for state-specific consumer protection matters

10.4 Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States and the applicable state laws where Wings Over operates. Any disputes arising under this policy shall be subject to the jurisdiction of the appropriate courts in the applicable jurisdiction.

11. Fraudulent Claims

Wings Over takes the integrity of our refund process seriously. Any attempt to fraudulently obtain a refund through false claims, manipulation, or misrepresentation is strictly prohibited. We reserve the right to refuse refund requests that we have reasonable grounds to believe are fraudulent or made in bad faith. We may also take appropriate legal action or ban users who engage in refund abuse from placing future orders.

12. Modifications to This Policy

Wings Over reserves the right to modify this Refund Policy at any time. Any changes will be posted on our website at wingsover-eat.rest with an updated effective date. We encourage you to review this policy periodically. Continued use of our services after any modification constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund requests, cancellations, or questions regarding this policy, please contact our customer support team using the information below. We are dedicated to resolving your concerns as quickly as possible.