Refund Policy

Effective Date: July 5, 2026 | Last Updated: July 5, 2026

1. Introduction

Welcome to Wings Over. We are committed to providing our customers with high-quality food and an exceptional dining experience. We understand that sometimes orders may not meet your expectations, and we have established this Refund Policy to ensure a fair and transparent process for all refund requests.

This policy applies to all orders placed through our website cafewingsover.click, over the phone, or in person at our establishment. By placing an order with us, you agree to the terms outlined in this Refund Policy.

This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive practices in commerce. Depending on your state of residence, additional consumer protection rights may apply.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet the following conditions:

• The refund request must be submitted within the timeframes specified in Section 3 of this policy.
• The order must have been placed directly through cafewingsover.click, via phone, or in person at our location.
• You must provide valid proof of purchase, including your order number, date of purchase, and payment method used.
• The issue reported must fall under one of the following qualifying reasons:
  • You received an incorrect item that was not what you ordered.
  • Your order was missing one or more items listed on your receipt.
  • The food was of unacceptable quality, such as being undercooked, spoiled, or contaminated.
  • Your order was significantly delayed beyond the estimated delivery or pickup time without prior notification.
  • Your order was never delivered or was lost in transit through our delivery service.
  • A duplicate charge was applied to your payment method for the same order.

Refund requests that do not meet these eligibility conditions may be reviewed on a case-by-case basis at the sole discretion of Wings Over management.

3. Timeframes for Refund Requests

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

Requests submitted after these deadlines may not be honored. We encourage customers to inspect their orders upon receipt and contact us immediately if any issues are discovered.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. The following are considered non-refundable:

• Consumed or partially consumed food items: If more than a reasonable portion of the food has been consumed before a quality complaint is raised, the item may not qualify for a full refund.
• Change of mind: Refunds will not be issued simply because you changed your mind about your order after it has been prepared.
• Customized or special orders: Food items prepared according to specific customer requests or dietary modifications are not eligible for refunds unless there is a clear error on our part.
• Delivery fees: Delivery charges are non-refundable unless the order was not delivered due to our fault or our delivery partner's fault.
• Promotional or discounted items: Items purchased as part of a limited-time promotion or at a discounted rate may have limited refund eligibility.
• Gift cards and promotional credits: These are non-refundable and cannot be exchanged for cash.
• Third-party platform orders: Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, or Grubhub) are subject to those platforms' own refund policies. We are unable to process refunds for orders placed through these services directly.

5. How to Request a Refund — Step-by-Step Process

To request a refund, please follow these steps carefully:

1. Step 1 — Gather Your Order Information: Locate your order confirmation email or receipt. Note your order number, the items in question, the date and time of your order, and the payment method used.
2. Step 2 — Document the Issue: If your refund request is related to food quality, missing items, or incorrect items, we strongly recommend taking clear photographs of the food or your order as received. This documentation will help expedite your request.
3. Step 3 — Contact Us: Reach out to our customer support team through one of the following channels:
   • Email: [email protected]
   • Website: cafewingsover.click
4. Step 4 — Submit Your Request: When contacting us, please provide the following information:
   • Your full name
   • Order number
   • Date and time of the order
   • Description of the issue
   • Any supporting photographs or documentation
   • Your preferred refund method (original payment method or store credit)
5. Step 5 — Await Review: Our team will review your request and respond within 1 to 3 business days. We may contact you for additional information if needed.
6. Step 6 — Resolution: Once your request is approved, we will process your refund according to the processing times outlined in Section 6. If your request is denied, we will provide a written explanation and information about how to escalate the matter if you disagree with our decision.

6. Refund Processing Times by Payment Method

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

Please note that processing times are estimates and may vary depending on your financial institution. Wings Over is not responsible for delays caused by banks or payment processors.

7. Partial Refunds

In some circumstances, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following situations:

• Only a portion of your order was incorrect, missing, or of unacceptable quality, and the remainder of the order was satisfactory.
• The food item was partially consumed before a quality issue was discovered.
• A portion of a delivery order was not delivered, while the rest was received correctly.
• A promotional discount was applied to the order, and the refund amount reflects the actual amount paid for the specific item in question.
• The customer accepted a replacement item or a portion of the order as a resolution, reducing the refund amount.

The amount of a partial refund will be calculated based on the actual cost of the affected items, minus any applicable fees or discounts. Our team will communicate the partial refund amount clearly before processing.

8. Cancellation Policy

We understand that plans change. Here is our cancellation policy for orders placed with Wings Over:

8.1 Online and Phone Orders

• Before preparation begins: If you contact us immediately after placing your order and your order has not yet entered the preparation stage, we will cancel your order and issue a full refund.
• After preparation begins: Once your order has entered the preparation stage, cancellations are generally not accepted. If a cancellation is granted in exceptional circumstances, a cancellation fee of up to 50% of the order value may apply to cover preparation costs.
• After the order is ready or dispatched: Orders that are already prepared, packaged, or dispatched for delivery cannot be cancelled.

8.2 Catering and Large Group Orders

For catering orders or large group orders (typically defined as orders over $150 or for groups of 10 or more), the following cancellation terms apply:

• More than 48 hours before the scheduled order time: Full refund issued.
• 24 to 48 hours before the scheduled order time: 50% refund issued.
• Less than 24 hours before the scheduled order time: No refund will be issued, as significant preparation and ingredient procurement will have already taken place.

Catering cancellations must be submitted in writing via email to [email protected].

9. Exchange Policy

Wings Over offers exchanges under the following circumstances:

• Incorrect item received: If you received a food item that differs from what you ordered, we will prepare and provide the correct item at no additional charge. This must be reported within 2 hours of receiving your order.
• Quality issues: If a food item does not meet our quality standards (e.g., undercooked, improperly prepared), we will remake the item for you. The item in question must be returned or made available for inspection at our discretion.

Please note that exchanges are subject to ingredient availability. If an ingredient or menu item is unavailable at the time of the exchange request, a refund will be offered in lieu of a replacement.

Exchanges are not available for items that have been significantly consumed, customized per customer request (unless the preparation error was ours), or that fall under the non-refundable categories listed in Section 4.

10. Dispute Resolution Process

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

Step 1 — Internal Escalation

Contact us again by email at [email protected] and request that your case be escalated to a senior manager. Please include your original ticket or reference number and a detailed explanation of why you disagree with the initial decision.

Step 2 — Management Review

A member of our management team will review your case within 3 to 5 business days and provide a final written response. This review will be a fresh assessment of all facts, documentation, and communications related to your refund request.

Step 3 — External Resolution Options

If you remain unsatisfied after our internal escalation process, you have the following options:

• Credit card chargeback: If you paid by credit card or debit card, you may contact your card issuer to dispute the charge. Under the Fair Credit Billing Act (FCBA), you have the right to dispute billing errors with your card issuer.
• FTC Complaint: You may file a complaint with the Federal Trade Commission at reportfraud.ftc.gov.
• State Consumer Protection Agency: Depending on your state of residence, you may contact your state's consumer protection office for assistance.
• Better Business Bureau (BBB): You may file a complaint with the Better Business Bureau at www.bbb.org.

We are committed to resolving all disputes fairly and in good faith. We believe that direct communication is the most efficient way to resolve any issues, and we encourage customers to reach out to us before pursuing external remedies.

11. California Residents — Additional Rights

If you are a resident of California, you may have additional rights under the California Consumer Privacy Act (CCPA) and the California Consumer Protection regulations. California law provides specific rights regarding your personal information and how it is used in connection with refund transactions. For more information, please refer to our Privacy Policy available on our website.

12. Changes to This Refund Policy

Wings Over reserves the right to modify or update this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website at cafewingsover.click. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed of any changes.

Continued use of our services after any changes to this policy constitutes your acceptance of the revised terms.

13. Contact Information

If you have any questions about this Refund Policy, wish to submit a refund request, or need assistance with an order, please contact our customer support team through the following channels:

Our customer support team is available during regular business hours. We aim to respond to all inquiries within 1 to 3 business days.