Refund Policy

At Wings Over, we are committed to delivering exceptional food and a satisfying dining experience with every order. We understand that situations may arise where a refund or adjustment is necessary. This Refund Policy outlines your rights and our procedures to ensure that any concerns are handled fairly, promptly, and professionally. Please read this policy carefully before placing your order.

1. Overview

This Refund Policy applies to all orders placed through our website wingsover-meal.rest, by phone, or through any third-party platform associated with Wings Over. By placing an order with us, you agree to the terms and conditions described in this policy. We reserve the right to update or modify this policy at any time, and any changes will be reflected on this page with an updated effective date.

We take every complaint and refund request seriously. Our goal is to resolve issues quickly and equitably, in compliance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state consumer protection regulations.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• Incorrect Order: You received items that were different from what you ordered.
• Missing Items: One or more items were missing from your order upon delivery or pickup.
• Poor Food Quality: The food delivered was spoiled, undercooked, overcooked, or otherwise unacceptable and inedible.
• Order Not Delivered: Your order was never delivered and there is no confirmation that delivery was completed.
• Significant Delay: Your order arrived significantly later than the estimated delivery time, rendering the food unsatisfactory.
• Allergic Reaction or Health Concern: The food contained an allergen that was not disclosed or was expressly excluded from your order.
• Duplicate Charge: You were charged more than once for the same order due to a technical or payment processing error.

All refund requests are subject to review and verification. We may request photos, order confirmation numbers, or other supporting evidence before processing a refund.

3. Non-Refundable Items and Services

The following situations are generally not eligible for refunds:

• Orders that have already been consumed or substantially consumed without reporting the issue at the time of delivery.
• Dissatisfaction based solely on personal taste preferences when the order was correctly prepared as requested.
• Customization errors that were the result of incorrect information provided by the customer at the time of ordering.
• Delivery fees and service charges, unless the order itself qualifies for a full refund.
• Promotional or discounted items offered as part of a limited-time offer, unless otherwise specified.
• Gift cards or store credits once they have been redeemed.
• Orders where the issue is reported more than 24 hours after delivery or pickup.
• Refund requests submitted without sufficient supporting documentation after being requested by our team.

4. Refund Request Timeframes

To be eligible for a refund, you must report the issue within the timeframes outlined below:

We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as possible if there is an issue. Delayed reports may affect our ability to verify the claim and process a refund.

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

Follow the steps below to submit a refund request:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your order confirmation number or receipt
   • The date and time of your order
   • A clear description of the issue
   • Photographs of the food or packaging (if applicable)
2. Contact Us: Reach out to our customer support team through one of the following channels:
   • Email: [email protected]
   • Website: wingsover-meal.rest
3. Submit Your Request: Provide all relevant details including your order number, the specific issue, and any supporting photos or documentation.
4. Wait for Confirmation: Our team will acknowledge your request within 1–2 business days and may follow up for additional information.
5. Review and Decision: Once we have reviewed your claim, we will notify you of our decision via the email address associated with your order or account.
6. Refund Issuance: If your refund is approved, it will be processed using the original payment method. See Section 6 for processing times.

6. Refund Processing Times by Payment Method

Approved refunds will be returned to the original payment method. Processing times vary depending on how you paid:

Please note that while we initiate 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.

7. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Partial refunds may be granted under the following conditions:

• Only some items in the order were missing, incorrect, or unsatisfactory.
• The food quality was partially acceptable — for example, some items were properly prepared while others were not.
• The delivery was significantly late but the food was still edible and consumed by the customer.
• A promotional discount or coupon was applied to the original order, in which case the refund will be calculated based on the actual amount paid.

The amount of any partial refund will be determined at our discretion based on the specific circumstances, the value of the affected items, and any evidence submitted by the customer.

8. Exchange Policy

Due to the perishable nature of food products, direct exchanges are generally not offered. However, in cases where an incorrect item was delivered, we may offer the following alternatives:

• Re-delivery: We will send the correct item to you at no additional charge, subject to availability and within a reasonable delivery timeframe on the same day.
• Store Credit: We will issue a store credit equivalent to the value of the incorrect or missing item, redeemable on your next order.
• Partial or Full Refund: Depending on the circumstances, a monetary refund may be issued instead of re-delivery.

Re-delivery is subject to our operating hours and delivery radius. If re-delivery is not feasible, we will default to a store credit or refund. The preferred resolution method will be discussed with the customer during the review process.

9. Cancellation Policy

We understand that plans can change. Please review our cancellation policy carefully:

9.1 Online and Phone Orders

• Cancellation Before Preparation Begins: If you cancel your order before it has entered the preparation stage, you will receive a full refund.
• Cancellation During Preparation: If food preparation has already begun, cancellations may not be accepted, or only a partial refund may be issued at our discretion.
• Cancellation After Dispatch: Once an order has been dispatched for delivery, cancellations are not accepted, and no refund will be issued unless the order fails to be delivered.

9.2 Catering and Large Group Orders

• Catering orders must be cancelled at least 48 hours in advance of the scheduled delivery or pickup time to receive a full refund.
• Cancellations made between 24 and 48 hours before the scheduled time may receive a 50% refund.
• Cancellations made less than 24 hours before the scheduled time are not eligible for a refund, as ingredients and preparation will already be underway.

To cancel an order, please contact us immediately via email at [email protected] or visit our website at wingsover-meal.rest. Include your order number and reason for cancellation.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, we encourage you to follow the dispute resolution process outlined below before pursuing external remedies:

10.1 Internal Escalation

Contact our customer support team and request that your case be escalated to a senior team member or manager. Provide any additional information or documentation that may support your claim. We will respond to escalated disputes within 3–5 business days.

10.2 Mediation

If the matter cannot be resolved through direct communication, both parties agree to attempt resolution through informal mediation before pursuing formal legal action. A neutral third party may be engaged to facilitate a fair resolution.

10.3 Chargeback Rights

Customers retain the right to file a chargeback with their bank or credit card company as permitted under applicable law. However, we ask that you contact us first to allow us the opportunity to resolve the issue directly. Filing a chargeback without first contacting us may delay the resolution process.

10.4 Consumer Protection Agencies

Customers in the United States may also contact the Federal Trade Commission (FTC) at www.ftc.gov or their respective state's consumer protection office if they believe their consumer rights have been violated. Customers in California may also reference their rights under the California Consumer Privacy Act (CCPA/CPRA) where applicable.

11. Special Circumstances

11.1 Force Majeure

Wings Over shall not be held liable for refund obligations resulting from events beyond our reasonable control, including but not limited to severe weather conditions, natural disasters, power outages, civil unrest, or government-mandated restrictions. In such cases, we will make reasonable efforts to accommodate affected customers through store credits or rescheduling.

11.2 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. We recommend contacting the platform directly for orders placed through them. We will cooperate with third-party platforms to resolve disputes to the best of our ability.

11.3 Fraudulent Claims

Wings Over reserves the right to deny refund requests that we reasonably believe to be fraudulent, abusive, or made in bad faith. Repeated or suspicious refund requests may result in account suspension or restriction from placing future orders.

12. Changes to This Policy

We reserve the right to modify or update this Refund Policy at any time. Any changes will take effect immediately upon posting to our website. We encourage you to review this policy periodically to stay informed of any updates. Your continued use of our services following the posting of any changes constitutes your acceptance of the revised policy.

13. Contact Information

If you have questions about this Refund Policy or wish to submit a refund request, please contact our customer support team using the information below:

Our customer support team is available to assist you. We are committed to resolving your concerns as efficiently and fairly as possible. Thank you for choosing Wings Over, and we appreciate your trust and continued patronage.