Refund Policy

At Wings Over, we are committed to delivering a satisfying dining experience with every order. We understand that issues may occasionally arise, and this Refund Policy has been established to ensure our customers are treated fairly and transparently. Please read this policy carefully before placing an order through our website at wingsoverclub.click.

By placing an order with us, you acknowledge that you have read, understood, and agreed to the terms set forth in this Refund Policy. This policy applies to all purchases made online through our website and is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act.

1. Eligibility Conditions for Refunds

We want every customer to be fully satisfied with their Wings Over order. A refund may be issued under the following conditions:

• You received an incorrect item that differs from what you ordered.
• Your order arrived significantly later than the estimated delivery window and the food quality was compromised as a result.
• Your food was delivered in an unsafe, spoiled, or inedible condition.
• You were charged more than once for the same order due to a system or payment processing error.
• Your order was never delivered and no satisfactory resolution was provided by the delivery partner.
• A menu item you ordered was unavailable, and no suitable substitution was offered or communicated to you prior to fulfillment.
• You experienced a verifiable allergic reaction due to incorrect ingredient information provided by us on our website.

Refund requests that do not meet one or more of the above conditions may not be approved. Each request is reviewed on a case-by-case basis, and Wings Over reserves the right to make final determinations regarding refund eligibility.

2. Timeframes for Refund Requests

To be considered for a refund, you must submit your request within the following timeframes:

Requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are identified.

3. Non-Refundable Items and Services

Certain items and services are not eligible for refunds under any circumstances. These include:

• Consumed food items: If the majority of a meal has been consumed and a refund is subsequently requested due to quality, the request will generally not be approved.
• Change of mind: Refunds are not issued if you simply changed your mind after placing or receiving your order.
• Customized or special orders: Orders that were prepared according to specific customizations or dietary requests you provided are non-refundable unless the customization was not followed.
• Delivery fees: Delivery and service fees are non-refundable except in cases where the order was never delivered.
• Promotional or discounted items: Items purchased at a promotional discount or as part of a special deal are not eligible for refunds unless there is a verifiable quality or safety issue.
• Gift cards and promotional credits: Gift cards and any applied promotional credits are non-refundable and have no cash value.
• Orders with third-party delivery errors: If the issue was caused solely by a third-party delivery service not affiliated with Wings Over, we may direct you to contact that service provider for resolution.

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

If you believe you are eligible for a refund, please follow the steps below to submit your request:

1. Contact Us: Reach out to our customer support team as soon as possible via email at [email protected] or by visiting our website at wingsoverclub.click.
2. Provide Your Order Information: Include your full name, order number, date and time of purchase, and the email address used to place the order.
3. Describe the Issue: Clearly explain the problem you experienced. Include as much detail as possible to help us process your request efficiently.
4. Submit Supporting Evidence: Where applicable, provide photographs of the item(s) received, screenshots of any error messages, or documentation of duplicate charges. Evidence greatly assists our review process.
5. Await Confirmation: Our team will send you an acknowledgment email within 1–2 business days confirming that your request has been received and is under review.
6. Resolution: After reviewing your request, we will notify you of our decision via email. If approved, your refund will be processed according to the timelines outlined in Section 5 below.

5. Refund Processing Times by Payment Method

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

Please be aware that Wings Over initiates the refund on our end within 2–3 business days of approval, but the time it takes to appear in your account depends on your bank or payment provider. Wings Over is not responsible for delays caused by your financial institution.

In some cases, refunds may be issued as account credits at our discretion, particularly for smaller amounts. Customers will be notified if this is the case and may request an alternative refund method if preferred.

6. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the rest of the order was delivered as expected.
• A promotional code or discount was applied to your order, reducing the refundable amount proportionally.
• The issue reported affected only a specific item in a larger order.
• The food item was partially consumed before the issue was identified.
• The quality issue was a minor deviation from expectations rather than a significant problem.

The amount of a partial refund will be calculated based on the price of the affected item(s) and any applicable fees. Our customer support team will communicate the partial refund amount to you before processing, and you will have the opportunity to accept or discuss the proposed resolution.

7. Exchange Policy

Due to the perishable nature of food products, Wings Over does not offer direct item exchanges after an order has been prepared and delivered. However, we are committed to making things right. If you received an incorrect item, the following options may be available to you:

• Re-delivery: Where feasible based on your location and operational availability, we may arrange for the correct item to be re-delivered at no additional charge.
• Account Credit: We may issue store credit equal to the value of the incorrect or unsatisfactory item, which can be applied toward your next order.
• Refund: If neither of the above options is suitable or available, a full or partial refund for the affected item will be issued.

Our team will work with you to determine the most appropriate and satisfactory resolution. Please contact us as soon as possible to discuss your options.

8. Order Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

8.1 Cancellations Before Order Preparation Begins

If you wish to cancel your order, you must do so before the kitchen begins preparing your food. Orders that have not yet entered the preparation stage may be cancelled for a full refund. You can request a cancellation by contacting us immediately via email at [email protected].

8.2 Cancellations After Preparation Has Begun

Once your order has entered the preparation stage, cancellations may not be possible, and a refund may not be issued. This is because food preparation begins promptly after order confirmation to ensure timely delivery.

8.3 Cancellations After Dispatch

Orders that have already been dispatched for delivery cannot be cancelled. If you have concerns about a dispatched order, please wait for delivery and contact us afterward to discuss any issues.

8.4 Restaurant or System-Initiated Cancellations

In the event that Wings Over must cancel your order due to ingredient unavailability, technical issues, or operational circumstances, you will receive a full refund within the processing times listed in Section 5 above. We will notify you promptly by email if this occurs.

9. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, Wings Over provides a structured dispute resolution process to ensure fairness and transparency.

9.1 Internal Review

You may request an internal review of a denied or partially approved refund request by submitting a written appeal to [email protected] within 7 calendar days of receiving our initial decision. Your appeal should include any additional information or documentation that supports your claim. A senior member of our customer service team will review your appeal and respond within 5 business days.

9.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your bank or credit card company if you believe a billing error has occurred or that services were not rendered as described. This is known as a chargeback. We encourage customers to attempt to resolve issues with us directly before initiating a chargeback, as this allows for faster resolution. However, we fully respect your right to pursue this option through your financial institution.

9.3 Third-Party Mediation

If a dispute cannot be resolved through our internal review process, both parties may agree to engage a neutral third-party mediator. Mediation is a voluntary and non-binding process. The costs associated with third-party mediation will be shared equally between the customer and Wings Over unless otherwise agreed.

9.4 Governing Law

This Refund Policy and any disputes arising from it are governed by the laws of the United States and applicable state law. Customers located in California are also protected by the California Consumer Privacy Act (CCPA/CPRA) and additional state consumer protection statutes. Federal consumer protection laws enforced by the Federal Trade Commission (FTC) also apply to all transactions made through our platform.

10. Fraud Prevention

Wings Over takes fraudulent refund claims seriously. Any customer found to be submitting false, misleading, or exaggerated refund claims may have their account suspended or permanently terminated without prior notice. We reserve the right to report suspected fraud to the appropriate authorities and to pursue legal remedies as permitted under applicable law.

We utilize transaction monitoring and verification tools to detect and prevent abuse of our refund system. This ensures that our policy continues to benefit genuine customers who experience legitimate issues.

11. Policy Updates

Wings Over reserves the right to amend or update this Refund Policy at any time. Any changes will be posted on this page with a revised effective date. We encourage customers to review this policy periodically. Continued use of our website and services following any updates constitutes your acceptance of the revised policy.

12. Contact Information for Refund Requests

For all refund inquiries, cancellation requests, or questions related to this policy, please contact our customer support team using the information below. We are here to help and aim to respond to all inquiries promptly.

Our customer support team is available during standard business hours. We strive to acknowledge all refund-related communications within 1–2 business days and to resolve most issues within 5–7 business days of the initial request.