Refund Policy

Effective Date: May 20, 2026 | Last Updated: May 20, 2026

1. Introduction

At Wings Over, we are committed to delivering fresh, high-quality food and an exceptional dining experience to every customer. We understand that situations may arise where a refund or replacement is necessary, and we strive to handle all such requests fairly, promptly, and professionally.

This Refund Policy applies to all orders placed through our website wingsover-meal.click and governs the circumstances under which refunds, partial refunds, exchanges, or cancellations may be granted. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state regulations.

If you have any questions regarding this policy, please contact us directly using the information provided at the end of this document.

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their order. Refunds may be issued under the following qualifying conditions:

• Incorrect Order: You received items that are different from what you ordered (wrong items, wrong quantity, missing items).
• Food Quality Issues: The food received was clearly spoiled, inedible, or did not meet reasonable quality standards upon delivery or pickup.
• Significant Delivery Delay: Your order was delayed by an unreasonable amount of time beyond the quoted delivery window due to circumstances within our control, resulting in the food being unfit for consumption.
• Undelivered Orders: Your order was never delivered and was confirmed as lost or undeliverable through no fault of your own.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Allergen Issues: The order contained an ingredient or allergen that was not disclosed and which you had specifically requested to be excluded at the time of ordering.

All refund requests are subject to review and verification. Wings Over reserves the right to request supporting documentation, such as photographs of the order or a description of the issue, before processing any refund.

3. Timeframes for Refund Requests

To be eligible for a refund, customers must submit their refund request within the following timeframes:

Refund requests submitted after these deadlines will not be considered unless exceptional circumstances are demonstrated. We strongly encourage customers to inspect their orders immediately upon receipt and contact us without delay if any issues are identified.

4. Non-Refundable Items and Services

Certain items and situations are not eligible for refunds under this policy. Please review the following list carefully:

• Consumed food items: Orders that have been substantially consumed or used are not eligible for a refund, except in cases of a verified quality or health complaint.
• Change of mind: We do not offer refunds simply because you changed your mind about an order after it has been prepared or dispatched.
• Customization errors by the customer: If the order was customized incorrectly due to information provided by the customer at the time of ordering, we are not responsible for the resulting outcome.
• Promotional or discounted items: Items purchased as part of a limited-time promotion, special deal, or bundle offer may not be eligible for individual refunds unless they fall under a qualifying defect condition.
• Delivery fees: Delivery charges are generally non-refundable once the order has been dispatched, except in cases where delivery was never attempted or completed.
• Service fees and platform fees: Any third-party service fees or convenience fees added at checkout are non-refundable.
• Gift cards and prepaid credits: Gift card purchases and prepaid account credits are non-refundable once activated or used.
• Orders affected by customer-provided incorrect delivery address: We are not responsible for failed deliveries resulting from an incorrect or incomplete address provided by the customer.

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

To request a refund, please follow these steps carefully to ensure your request is processed as quickly as possible:

1. Step 1 – Document the Issue: Take clear photographs or screenshots of the problem (e.g., incorrect items, damaged food, quality issues). This documentation greatly supports your refund request.
2. Step 2 – Contact Us: Reach out to our customer support team via email at [email protected]. Include your full name, order number, date and time of the order, a description of the issue, and any supporting photos.
3. Step 3 – Wait for Acknowledgment: Our team will acknowledge your refund request within 1–2 business days of receipt. You will receive a confirmation email with a reference number for your case.
4. Step 4 – Review and Verification: Our team will review your request and may ask for additional information or clarification. Please respond promptly to avoid delays in processing.
5. Step 5 – Decision Notification: Once a decision has been made, we will notify you via email. If your refund is approved, we will outline the refund method and estimated processing time.
6. Step 6 – Refund Issued: Approved refunds will be processed to your original payment method or as store credit, depending on the nature of the request and your preference where applicable.

6. Refund Processing Times by Payment Method

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

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

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply under the following conditions:

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• Part of the order was consumed before the issue was identified.
• A promotional discount was applied to the order, and only specific items are being refunded.
• The complaint relates to a minor inconvenience rather than a significant defect (e.g., a small presentation issue that did not affect the overall quality or safety of the food).
• The order included both refundable and non-refundable items, in which case only the eligible items will be refunded.

The amount of any partial refund will be determined at the sole discretion of Wings Over based on a fair assessment of the situation. We will clearly communicate the refund amount and the rationale behind it in our decision notification email.

8. Exchange Policy

Wings Over offers order replacements or exchanges under specific circumstances. Due to the perishable nature of food products, exchanges are handled differently than in traditional retail environments.

• Incorrect Items: If you received an item that differs from what you ordered, we will arrange for a replacement to be sent out as soon as possible, subject to availability and operational hours.
• Quality Issues: If a product fails to meet acceptable quality standards upon delivery, we may offer to replace it with the same or a comparable item.
• Timing: Replacement requests must be submitted within the same timeframes applicable to refund requests, as outlined in Section 3 of this policy.
• Availability: Replacements are subject to ingredient and product availability. If a replacement is not possible, a full or partial refund will be offered instead.

We do not accept returns of food products due to health, safety, and hygiene regulations. All exchange decisions are made on a case-by-case basis.

9. Cancellation Policy

We understand that plans can change. Below is our cancellation policy for orders placed through wingsover-meal.click:

9.1 Cancellations Before Order Preparation

If you wish to cancel an order, please contact us immediately via email at [email protected]. Cancellations requested before your order has entered preparation will be fully honored, and you will receive a complete refund to your original payment method.

9.2 Cancellations During Order Preparation

Once your order has entered the preparation stage, cancellations may not be guaranteed. If a cancellation is requested at this stage, we will assess whether it is operationally feasible. If cancellation is possible, a full refund will be issued. If the order has progressed too far in preparation, only a partial refund may be available, or the cancellation may be declined.

9.3 Cancellations After Order Dispatch

Orders that have already been dispatched for delivery cannot be cancelled. In such cases, standard refund eligibility conditions (see Section 2) will apply upon receipt of the order.

9.4 Cancellations by Wings Over

Wings Over reserves the right to cancel any order under the following circumstances:

• Items are out of stock or unavailable.
• Suspected fraudulent activity or policy violation.
• An error was made in pricing or product listing.
• Force majeure events (natural disasters, extreme weather, power outages, etc.).

In such cases, customers will receive a full refund and will be notified promptly via email.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Wings Over provides the following dispute resolution process in accordance with applicable United States consumer protection laws, including guidelines set by the Federal Trade Commission (FTC):

10.1 Internal Escalation

Contact our customer support team at [email protected] and request that your case be escalated to a senior member of our team. Please reference your original case or refund request number. We will respond to escalated disputes within 3–5 business days.

10.2 Chargeback Rights

If you believe a charge was made in error and you have been unable to resolve the matter directly with Wings Over, you have the right to contact your credit card company or bank to initiate a chargeback under applicable consumer protection laws. We recommend attempting to resolve the matter with us directly first, as chargebacks can be a lengthy process.

10.3 Third-Party Mediation

If internal escalation does not resolve your complaint, you may seek assistance through third-party mediation services or file a complaint with your state's consumer protection agency or the Federal Trade Commission (FTC) at www.ftc.gov.

10.4 Legal Proceedings

Any legal disputes arising from this Refund Policy that cannot be resolved through the above channels shall be governed by the laws of the United States and, where applicable, the laws of the state in which the customer is located. Both parties agree to attempt in good faith to resolve any dispute through negotiation or mediation before initiating formal legal proceedings.

11. Consumer Rights Under U.S. Law

As a consumer in the United States, you are protected by federal and state consumer protection laws. Notably:

• The FTC Act prohibits unfair or deceptive practices in commerce, and Wings Over is committed to fair and transparent dealings with all customers.
• Customers in California may have additional rights under the California Consumer Protection laws and the California Unfair Competition Law.
• Other states may have their own consumer protection statutes that provide additional rights and remedies beyond those described in this policy.

Nothing in this Refund Policy is intended to limit or override any statutory consumer rights you may have under applicable law.

12. Policy Updates

Wings Over reserves the right to update, modify, or revise this Refund Policy at any time. Changes will be posted on our website at wingsover-meal.click with an updated effective date. We encourage customers to review this policy periodically. Continued use of our services following any changes constitutes acceptance of the updated policy.

13. Contact Information

For all refund requests, order issues, or questions related to this policy, please contact us using the details below. Our customer support team is available during regular business hours and will do our best to respond promptly.