Refund Policy

At Wings Over, we are committed to ensuring every customer enjoys a satisfying dining experience. We understand that issues can occasionally arise with food orders, deliveries, or online transactions. This Refund Policy outlines your rights and our procedures regarding refunds, cancellations, exchanges, and dispute resolution. Please read this policy carefully before placing an order through our website at wingsover-chicken.click or through any affiliated ordering platform.

By placing an order with Wings Over, you acknowledge that you have read, understood, and agreed to the terms outlined in this Refund Policy. This policy complies with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and state-specific consumer protection regulations.

1. Our Commitment to Customer Satisfaction

Wings Over takes pride in preparing fresh, high-quality food items for every order. We want every meal to meet your expectations in terms of taste, accuracy, and presentation. If for any reason your order does not meet our quality standards or was prepared or delivered incorrectly, we encourage you to reach out to us promptly so we can make it right.

We handle all refund and complaint requests with fairness, transparency, and efficiency. Our goal is to resolve every issue to your satisfaction while maintaining the integrity of our business operations.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet one or more of the following conditions:

• Incorrect Order: You received items that do not match what you ordered (wrong flavors, incorrect quantities, missing items).
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise not prepared to a safe and acceptable standard at the time of delivery or pickup.
• Missing Items: One or more items included in your order confirmation were not delivered or included in your order bag.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Order Not Delivered: Your delivery order was confirmed but never arrived, and the issue has been verified.
• Significant Delivery Delays: Your order arrived in an unreasonably delayed timeframe that rendered the food unsuitable for consumption.
• Allergic Reaction Concerns: If your order contained an ingredient you specifically requested to be excluded due to a known allergy, and we made an error in preparation, you may be eligible for a full or partial refund.

3. Timeframes for Refund Requests

All refund requests must be submitted within the following timeframes to be considered:

Requests submitted after these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Situations

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

• Change of Mind: Refunds will not be issued simply because you changed your mind about an order after it has been prepared or is in transit.
• Consumed Orders: Orders that have been substantially consumed (more than 50% eaten) are not eligible for a refund unless a verifiable quality issue is identified and reported promptly.
• Customized Orders: Specially customized or modified items that were prepared exactly as requested are non-refundable.
• Promotional and Free Items: Complimentary items, promotional add-ons, or items received as part of a discount promotion are not eligible for individual refunds.
• Delivery Fees: Delivery fees and service charges are generally non-refundable unless the order was never delivered due to our error.
• Tips and Gratuities: Any tips or gratuities added during the checkout process are non-refundable.
• Incorrect Address Provided: If an order was not delivered because you provided an incorrect delivery address, no refund will be issued.
• Refused Delivery: If a delivery was refused at the door without a valid reason, the order is not eligible for a refund.

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

To request a refund, please follow these steps carefully:

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for you to receive your funds depends on your original payment method:

Please note that while we initiate refunds promptly upon approval, Wings Over does not control the processing timelines of third-party financial institutions or payment processors. If your refund does not appear within the expected timeframe, we recommend contacting your bank or payment provider for additional information.

7. Partial Refunds

In certain situations, Wings Over may offer a partial refund rather than a full refund. Partial refunds may apply in the following circumstances:

• Only a portion of your order was incorrect, missing, or unsatisfactory, and the remainder was acceptable.
• The food quality issue affected one or more items in a multi-item order, but not the entire order.
• An order was partially consumed before the issue was identified and reported.
• A delivery arrived late but the food was still in an acceptable condition for consumption.
• You received an incorrect side item or sauce but the main order was correct.

The amount of any partial refund will be determined by our customer support team based on the specific circumstances of your complaint. We aim to provide a fair and reasonable resolution in all cases.

8. Exchange Policy

In lieu of a monetary refund, Wings Over may offer to replace an unsatisfactory order or item with a corrected version. Exchanges are subject to the following conditions:

• The exchange request must be made within 2 hours of receiving the original order.
• Exchanges are only available for orders placed directly through wingsover-chicken.click or at our physical location.
• For delivery orders, replacement items will be delivered at no additional charge if the error was made on our part.
• For pickup orders, you may return to the location with your original receipt and uneaten items for an exchange.
• Exchanges are not available for items that have been substantially consumed.
• We reserve the right to offer store credit instead of a physical exchange if operational circumstances prevent a timely replacement.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as flexible as possible while accounting for the perishable nature of freshly prepared food:

9.1 Online Orders

• Orders may be cancelled for a full refund within 5 minutes of being placed, provided that food preparation has not yet begun.
• Once an order has entered the preparation stage, cancellations may not be accepted, or only a partial refund may be offered at our discretion.
• To cancel an order, contact us immediately at [email protected] or call us directly.

9.2 Catering or Large Group Orders

• Catering orders or large group orders (typically defined as orders over a certain threshold set at time of booking) must be cancelled at least 48 hours in advance for a full refund.
• Cancellations made between 24–48 hours before the scheduled time may receive a 50% refund or store credit.
• Cancellations made less than 24 hours before the scheduled time are generally non-refundable due to the cost of ingredients and preparation time already invested.

9.3 Delivery Orders Already in Transit

Once an order has been dispatched for delivery, it cannot be cancelled. You may still contact us after delivery if there are issues with the order, and we will handle it under our standard refund eligibility terms.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request or believe your complaint was not handled fairly, we have a structured dispute resolution process in place:

10.1 Internal Escalation

You may request to escalate your complaint to a senior member of our customer service team. Please send an email to [email protected] with the subject line "Escalated Complaint – [Your Order Number]" and provide a summary of your original complaint and why you are dissatisfied with the resolution offered.

10.2 Good Faith Negotiation

Wings Over is committed to resolving all disputes through good faith communication. We will make every reasonable effort to reach a mutually satisfactory outcome within 5 business days of receiving your escalated complaint.

10.3 Third-Party Mediation

If an internal resolution cannot be reached, either party may suggest the involvement of a neutral third-party mediator. The costs of mediation will be shared equally unless otherwise agreed upon.

10.4 Applicable Law and Jurisdiction

This Refund Policy and any disputes arising from it are governed by the laws of the United States, including the Federal Trade Commission (FTC) Act regarding consumer protection and fair business practices. State-specific consumer protection laws may also apply depending on your location within the United States. Any unresolved legal disputes shall be handled in a court of competent jurisdiction applicable to the location of Wings Over's principal place of business.

10.5 Chargeback Notice

We kindly ask that customers contact us directly to resolve any issues before initiating a chargeback with their bank or credit card provider. Chargebacks initiated without first attempting to resolve the issue with Wings Over may affect your ability to place future orders with us. We take all legitimate complaints seriously and will work diligently to find a fair resolution.

11. Store Credit Option

In some cases, Wings Over may offer store credit as an alternative to a monetary refund. Store credit offers the following benefits:

• Processed faster than standard monetary refunds (typically within 24–48 hours).
• Applied directly to your Wings Over account for use on future orders.
• May be offered in addition to other resolutions in cases where we want to express additional goodwill.

Store credit does not expire for a period of 12 months from the date of issuance and is non-transferable and has no cash value.

12. Policy Amendments

Wings Over reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at wingsover-chicken.click. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our website and ordering services following any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund requests, complaints, cancellations, or questions related to this policy, please contact Wings Over using the details below:

Our customer support team aims to respond to all refund-related inquiries within 1–2 business days. For the fastest resolution, please include your order number, date of order, description of the issue, and any supporting photographs in your initial communication.