Refund Policy

Effective Date: May 16, 2026  |  Last Updated: May 16, 2026

1. Introduction

Wings Over ("we," "us," "our," or "the Company") operates as a food service business through our website wingsover-chicken.rest. We take great pride in the quality of our food and the satisfaction of our customers. We understand that there may be occasions where an order does not meet your expectations, and this Refund Policy has been established to address such situations in a fair, transparent, and timely manner.

This policy applies to all orders placed through our website, over the phone, or through any other official ordering channel associated with Wings Over. By placing an order with us, you agree to the terms outlined in this Refund Policy, which is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act.

2. Our Commitment to Quality

We prepare all food items fresh and with great care. Our team is dedicated to ensuring that every order is accurate, properly packaged, and delivered in a timely manner. However, we recognize that mistakes can occasionally occur, and we are committed to making things right when they do.

We encourage all customers to review their orders upon receipt and contact us promptly if there are any concerns about food quality, accuracy, or completeness.

3. Eligibility for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Your order was significantly incorrect (wrong items delivered or missing items that were charged).
• The food delivered was of unacceptable quality, such as being undercooked, spoiled, or contaminated.
• Your order was not delivered within a reasonable timeframe and was never received.
• You were charged multiple times for the same order due to a technical error.
• You cancelled your order within the eligible cancellation window (see Section 8).
• A promotional offer, discount, or coupon was not correctly applied to your order and you were overcharged.

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

1. Your refund request must be submitted within the timeframe specified in Section 4 of this policy.
2. You must provide sufficient evidence supporting your claim (see Section 6).
3. The issue must not fall under the list of non-refundable situations described in Section 5.

4. Timeframes for Refund Requests

We ask that all refund requests be submitted as soon as possible after the issue is discovered. The following timeframes apply:

5. Non-Refundable Items and Situations

Certain items, services, and situations are not eligible for refunds. These include, but are not limited to:

• Change of mind: Refunds are not issued simply because you changed your mind after the order was prepared or delivered.
• Consumed food: If a significant portion of the food has been consumed before a quality complaint is made, we may not be able to process a refund.
• Incorrect address provided by customer: If a delivery was unsuccessful because the customer provided an incorrect or incomplete delivery address, no refund will be issued for the delivery charge.
• Customization errors by customer: If you selected incorrect options or customizations at the time of ordering, these are not eligible for a refund, as the order was prepared according to your specifications.
• Delays due to external factors: Delays caused by traffic, weather conditions, or other circumstances outside of our control are not grounds for a refund.
• Promotions and discounted items: Orders made with special promotional pricing or deeply discounted deals may have limited or no refund eligibility, as stated in the promotion's specific terms.
• Gift cards and store credits: These are non-refundable once issued or redeemed.
• Delivery fees: Delivery fees are generally non-refundable unless the order was not delivered at all due to our error.

6. How to Request a Refund

To request a refund, please follow these steps carefully:

Step 1: Gather Your Information

Before contacting us, please have the following information ready:

• Your full name and contact information
• Your order number or confirmation email
• The date and time of your order
• A clear description of the issue you experienced
• Photographic evidence, if applicable (e.g., photos of incorrect, missing, or poor-quality food items)

Step 2: Contact Us

Reach out to our customer support team through one of the following channels:

• Email: [email protected]
• Website: wingsover-chicken.rest

Step 3: Submit Your Claim

When contacting us, please include all of the information gathered in Step 1. If submitting via email, attach any photos or supporting documents. Clearly state in your message that you are requesting a refund and describe the issue in detail.

Step 4: Review Process

Once we receive your request, our customer support team will review your claim within 1–3 business days. We may contact you for additional information or clarification during this time.

Step 5: Resolution

After reviewing your request, we will notify you of our decision via email or phone. If your refund is approved, it will be processed according to the timelines described in Section 7 below. If your request is denied, we will provide a clear explanation of our decision.

7. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on the payment method used for the original transaction:

Please note that while we process refunds promptly on our end, the time it takes for funds to appear in your account may vary depending on your financial institution. We are not responsible for delays caused by banks or payment processors.

8. Cancellation Policy

We understand that plans can change. However, because our food is prepared fresh and quickly after an order is placed, our cancellation window is limited.

Online and Phone Orders

• Cancellation within 5 minutes of placing the order: A full refund will be issued if the order has not yet been prepared.
• Cancellation after 5 minutes: Once preparation has begun, cancellations are generally not accepted, and no refund will be issued.

Scheduled Orders

If you placed a scheduled or pre-ordered meal for a future date or time, you may cancel the order up to 1 hour before the scheduled preparation time for a full refund. Cancellations made after this window may not be eligible for a refund.

How to Cancel an Order

To cancel an order, contact us immediately at [email protected] or visit our website at wingsover-chicken.rest with your order number and cancellation request.

9. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. We may offer a partial refund in the following circumstances:

• Only a portion of the order was incorrect or of poor quality.
• Some items from a multi-item order were missing, but others were received correctly.
• The order was partially consumed before the issue was discovered.
• A delivery fee is being disputed but the food itself was satisfactory.
• A coupon or promotional discount was applied incorrectly to only part of the order.

Partial refund amounts will be calculated based on the value of the specific affected items or portions of the order. Our customer support team will communicate the partial refund amount to you before processing.

10. Exchange Policy

In certain cases, instead of or in addition to a refund, we may offer to replace or exchange an item. This option is available when:

• An incorrect item was delivered and you would still like to receive the correct item.
• A food item was of unacceptable quality and you prefer a replacement rather than a refund.
• An item was missing from your order and can be re-delivered or made available for pickup.

Exchanges or replacements are subject to availability and the operating hours of our location. If we are unable to fulfill a replacement in a reasonable timeframe, we will process a refund instead. To request an exchange, please contact us at [email protected] within the refund eligibility window stated in Section 4.

11. Store Credit Option

As an alternative to a cash or card refund, we may offer store credit in some situations. Store credit will be applied to your Wings Over account or provided as a digital voucher and can be used toward future orders. Store credit does not expire unless otherwise stated and holds the full dollar value of the approved refund amount.

If you prefer store credit over a direct refund, please indicate this preference when submitting your refund request.

12. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to use the following dispute resolution process:

Step 1: Internal Escalation

Contact our customer support team again and request that your case be escalated to a supervisor or manager. Provide your original case or ticket number, if applicable, so our team can quickly review the history of your request.

Step 2: Written Formal Complaint

If the escalation does not resolve the issue to your satisfaction, you may submit a formal written complaint via email to [email protected]. In your complaint, please include:

• A detailed description of the issue and its history
• The resolution you are seeking
• All supporting documentation and evidence

We will respond to formal written complaints within 5 business days.

Step 3: Chargeback or Third-Party Dispute

If you feel that we have failed to resolve your issue after completing Steps 1 and 2, you retain the right to contact your bank or payment processor to initiate a chargeback. You may also file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov — The FTC protects consumers against unfair or deceptive business practices under the FTC Act.
• Your state's Attorney General Office — For state-level consumer protection concerns.
• Better Business Bureau (BBB): www.bbb.org

We prefer to resolve all disputes amicably and directly. We encourage you to contact us before pursuing external remedies.

13. Third-Party Delivery Platforms

If your order was placed through a third-party food delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please be aware that the refund policy of that platform may apply. In such cases, you should contact the platform's customer support directly for refund assistance. Wings Over may work cooperatively with third-party platforms to resolve issues, but we are not directly responsible for the refund processes governed by those platforms.

14. Consumer Rights Under U.S. Law

This Refund Policy does not limit your rights as a consumer under applicable U.S. federal and state laws. Under the Federal Trade Commission (FTC) Act, consumers are protected from unfair or deceptive trade practices. If you believe your consumer rights have been violated, you are encouraged to seek appropriate legal remedies.

Additionally, your credit card or debit card issuer may provide chargeback rights under applicable federal banking regulations, including those governed by the Fair Credit Billing Act (FCBA) for credit cards and the Electronic Fund Transfer Act (EFTA) for debit cards.

15. Changes to This Refund Policy

Wings Over reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at wingsover-chicken.rest with an updated effective date. We encourage you to review this policy periodically to stay informed of any updates. Your continued use of our services following any changes constitutes your acceptance of the revised policy.

16. Contact Information

If you have any questions, concerns, or wish to submit a refund request, please do not hesitate to contact us. Our customer support team is here to help you.