Refund Policy

At Wings Over, we are committed to providing our customers with high-quality food and a satisfying dining experience. We understand that issues can occasionally arise with orders, and we want to make sure every concern is addressed fairly and promptly. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. By placing an order through our website new-wingsover.click or any associated platform, you agree to the terms described in this policy.

Please read this policy carefully before completing any purchase. If you have questions, our customer support team is available to assist you.

1. Our Commitment to Customer Satisfaction

Wings Over takes pride in the quality of every order we prepare. Our goal is to ensure that every customer receives fresh, accurately prepared food that meets their expectations. If your order does not meet our quality standards, we encourage you to reach out to us immediately so we can make it right.

We handle each refund and complaint request on a case-by-case basis, always with the customer's best interest and a fair resolution in mind. Our policies are designed to be transparent, reasonable, and easy to follow.

2. Eligibility Conditions for Refunds

A refund request may be eligible under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (wrong item, wrong size, wrong flavor, or missing components).
• Missing Items: One or more items from your confirmed order were not included in your delivery or pickup.
• Food Quality Issues: The food delivered or picked up was clearly undercooked, spoiled, contaminated, or otherwise unfit for consumption at the time of receipt.
• Damaged Packaging: Your order arrived with severely damaged packaging that compromised the quality or safety of the food.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Order Not Delivered: Your delivery order was never received, and there is no confirmation of delivery to your specified address.
• Significant Delay: Your order was delayed beyond a reasonable timeframe and was no longer suitable for consumption upon arrival.

3. Timeframes for Refund Requests

To be considered for a refund, you must contact Wings Over within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and report any issues as soon as possible.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Orders that have been partially or fully consumed without a documented quality issue.
• Orders where customer dissatisfaction is based solely on personal taste preferences, provided the order was prepared as requested.
• Delivery fees, service fees, and platform convenience charges (unless the order was never delivered).
• Promotional, discounted, or free items provided as part of a special offer or loyalty reward.
• Orders canceled after preparation has begun (see Cancellation Policy below).
• Customization errors caused by incorrect information provided by the customer during the ordering process.
• Gift cards, promotional codes, or store credits once applied or redeemed.

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

If you believe you are eligible for a refund, please follow these steps:

1. Step 1 – Gather Your Order Information
   Before contacting us, please have the following details ready:
   • Your full name and contact information
   • Your order number or confirmation email
   • The date and time of your order
   • A description of the issue
   • Photos or screenshots (if applicable) showing the problem
2. Step 2 – Contact Our Customer Support Team
   Reach out to us through one of the following channels:
   • Email: [email protected]
   • Website: new-wingsover.click
   Please use the subject line: "Refund Request – [Your Order Number]"
3. Step 3 – Submit Supporting Documentation
   Provide a clear description of the issue and attach any relevant photos, receipts, or screenshots. The more information you provide, the faster we can process your request.
4. Step 4 – Await Review and Response
   Our customer support team will review your request and respond within 1–3 business days. We may contact you for additional information or clarification.
5. Step 5 – Resolution
   Once your request has been reviewed and approved, we will notify you of the resolution, which may include a full refund, partial refund, store credit, or 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 to receive your refund depends on your original payment method:

Please note that processing times may vary depending on your financial institution. Wings Over is not responsible for delays caused by banks or third-party payment processors once a refund has been issued on our end.

7. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only certain items in your order were incorrect, missing, or unsatisfactory while the rest of the order was acceptable.
• A portion of your food was consumed before a quality issue was identified.
• The issue reported affects only part of the overall order value.
• A discount or promotional code was applied to the original order, and the refund reflects the actual amount paid.
• Delivery or service fees are not eligible for a refund but the food items are.

The exact refund amount for partial refunds will be determined by our customer support team based on the specific circumstances of each case. We will always communicate the refund amount clearly before processing.

8. Exchange Policy

Because Wings Over serves freshly prepared food, traditional product exchanges are not always possible. However, we are committed to making things right. In applicable cases, we may offer:

• Order Replacement: If your order was incorrect or significantly unsatisfactory, we may offer to prepare and deliver a replacement order at no additional charge, subject to availability and our operational capacity.
• Item Substitution: If a specific menu item is unavailable or was prepared incorrectly, we may substitute it with an equivalent item of equal or greater value with your consent.
• Store Credit: In lieu of a cash refund or replacement, we may offer store credit equivalent to the value of the affected item(s) to be used on a future order.

Exchanges or replacements are offered at the discretion of Wings Over management and may depend on the time of day, order volume, and operational availability.

9. Cancellation Policy

We understand that plans can change. Here is our cancellation policy based on order status:

To request a cancellation, please contact us immediately at [email protected] or visit new-wingsover.click. We cannot guarantee cancellation once an order has entered the preparation stage.

10. Catering and Large Group Orders

Catering orders and large group orders are subject to specific cancellation and refund terms:

• Cancellations made more than 48 hours before the scheduled event or delivery time: Full refund minus any non-refundable deposit.
• Cancellations made 24–48 hours before the scheduled event or delivery time: 50% refund of the total order value.
• Cancellations made less than 24 hours before the scheduled event or delivery time: No refund will be issued.
• Deposits paid for catering reservations are generally non-refundable unless Wings Over is unable to fulfill the order due to circumstances within our control.

11. Dispute Resolution Process

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

Step 1 – Internal Escalation

If your initial refund request was denied or you believe the resolution was unsatisfactory, you may request that your case be escalated to a senior member of our customer support team. Please email [email protected] with the subject line "Refund Dispute Escalation – [Order Number]" and include a detailed explanation of your concern.

Step 2 – Management Review

Escalated disputes will be reviewed by Wings Over management within 5 business days. A final decision will be communicated to you via email. We strive to resolve all disputes fairly and in a timely manner.

Step 3 – Third-Party Mediation

If you remain unsatisfied after our internal escalation process, you may seek resolution through:

• Your credit card or bank's dispute/chargeback process: Most financial institutions allow you to dispute a charge within 60–120 days of the transaction date.
• The Better Business Bureau (BBB): You may file a complaint through the BBB if you believe your consumer rights have been violated.
• Federal Trade Commission (FTC): Under the FTC Act, consumers are protected from unfair or deceptive business practices. Complaints can be filed at ftc.gov/complaint.
• State Consumer Protection Agencies: Depending on your state of residence, your state attorney general's office or consumer protection bureau may be able to assist with unresolved disputes.

12. Chargebacks and Payment Disputes

We encourage all customers to contact Wings Over directly before initiating a chargeback through their bank or credit card provider. Initiating a chargeback without first attempting to resolve the issue with us may result in a delay in resolution and may affect your ability to place future orders with Wings Over.

If a chargeback is filed, Wings Over reserves the right to provide our payment processor with documentation related to the order and our refund policy to contest the dispute if we believe the chargeback is not warranted.

13. 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 new-wingsover.click with a revised effective date. We encourage customers to review this policy periodically. Continued use of our website and services following any changes constitutes acceptance of the updated policy.

14. Contact Us

If you have any questions about this Refund Policy, need to submit a refund request, or want to escalate a concern, please contact us using the information below:

This Refund Policy was last reviewed and updated on July 24, 2026. Wings Over is dedicated to ensuring every customer experience is a positive one. Thank you for choosing Wings Over.