Refund Policy

Effective Date: May 20, 2026 | Last Updated: May 20, 2026

1. Introduction

At Hangry Joe's, customer satisfaction is at the heart of everything we do. We take immense pride in delivering high-quality food and an exceptional dining experience. However, we understand that situations may arise where an order does not meet your expectations, arrives incorrectly, or encounters other issues that require resolution.

This Refund Policy has been established in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state-level consumer protection statutes, to ensure that all refund and dispute processes are handled fairly, transparently, and efficiently.

If you have any questions about this policy, please contact us directly at [email protected] before placing your order.

2. Eligibility Conditions for Refunds

Refund requests will be considered under the following circumstances. You may be eligible for a full or partial refund if:

• Your order arrived with missing items that were charged but not delivered.
• You received the wrong items that do not match what you ordered.
• Your food arrived in a condition that is clearly inedible, spoiled, or otherwise unsafe for consumption.
• Your order was significantly delayed beyond the estimated delivery time and the food quality was compromised as a result.
• A duplicate charge was applied to your payment method for the same order.
• Your order was confirmed but never delivered and no refund or redelivery was offered.
• There was a technical or system error on our platform that resulted in an incorrect charge.

3. Non-Refundable Items and Circumstances

Not all purchases or circumstances qualify for a refund. The following are generally non-refundable:

• Change of mind — Refunds will not be issued simply because you changed your mind about your order after it has been prepared or delivered.
• Incorrect orders placed by the customer — If you made an error when placing your order (e.g., selected the wrong item, size, or customization), we are not obligated to provide a refund, though we will do our best to assist.
• Partially consumed orders — If a significant portion of the food has been eaten and then a complaint is raised, a refund will not typically be issued.
• Promotional and discounted items — Items purchased as part of a limited-time promotion or at a discounted rate may not be eligible for refund unless they meet other eligibility criteria listed above.
• Delivery fees — Delivery charges are generally non-refundable unless the non-delivery was our fault.
• Service fees and platform processing fees — Third-party platform fees are handled by those platforms and are subject to their own refund policies.
• Gift cards and store credit — These are non-refundable and non-transferable.

4. Timeframes for Refund Requests

To ensure your refund request is processed efficiently, it is essential that you submit your request within the following timeframes:

Requests submitted outside of these windows may not be honored. We strongly encourage customers to inspect their orders upon receipt and report any issues promptly.

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

Follow the steps below to submit a refund request with Hangry Joe's:

1. Step 1: Gather Your Information
   Before reaching out, collect the following details: your full name, order confirmation number, date and time of the order, the specific items in question, and a clear description of the issue. If applicable, take photographs of incorrect or damaged items.
2. Step 2: Contact Us Directly
   Reach out to our customer support team via email at [email protected]. You may also visit our website at hangryjoes-eat.digital for additional contact options.
3. Step 3: Submit Your Claim
   In your message, include your order details, a description of the problem, and any supporting photos or documentation. The more information you provide, the faster we can process your request.
4. Step 4: Receive Confirmation
   Once your request is received, you will receive an acknowledgment email within 1–2 business days confirming that your refund request is under review.
5. Step 5: Review and Decision
   Our team will review your claim and may follow up with additional questions. A decision will typically be communicated within 3–5 business days of receiving all necessary information.
6. Step 6: Refund Issuance
   If your claim is approved, your refund will be processed according to the payment method timelines outlined in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to reflect in your account will depend on your original payment method:

Please note that processing times are estimates and may vary depending on your financial institution. Hangry Joe's is not responsible for delays caused by banks or third-party payment processors. If your refund has not appeared after the estimated timeframe, we recommend contacting your bank or card issuer directly.

7. Partial Refunds

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

• Only some items in an order were missing, incorrect, or unsatisfactory, while the rest of the order was acceptable.
• A food item was partially consumed before the issue was identified, and the issue only affected part of the order.
• A discount, coupon, or promotional code was applied to the order, and the refund amount is adjusted to reflect the actual amount paid.
• The complaint is deemed partially valid based on the evidence provided.
• A delivery delay affected only a portion of the order's quality.

The amount of a partial refund will be determined by our customer support team based on the specific circumstances of the claim. We aim to be fair and reasonable in all partial refund decisions.

8. Exchange Policy

Due to the perishable nature of food products, direct item exchanges are generally not possible once an order has been prepared and delivered. However, Hangry Joe's may offer the following alternatives in lieu of an exchange:

• Store credit equivalent to the value of the incorrect or unsatisfactory item, which can be applied to your next order.
• A complimentary replacement order at the discretion of management, typically available for in-store or local delivery orders where a replacement can be prepared and delivered in a timely manner.
• A discount on a future order as a goodwill gesture for any inconvenience caused.

For in-store purchases where an incorrect item was given at the point of sale, please notify a staff member or manager immediately. We will do our best to correct the order before you leave the premises.

9. Cancellation Policy

We understand that plans change. Here is how our cancellation policy works:

9.1 Cancellation Before Order Preparation Begins

If you need to cancel your order, please contact us as soon as possible. If your order has not yet entered preparation, we will provide a full refund to your original payment method. Cancellations in this stage are processed without any penalty.

9.2 Cancellation During Order Preparation

Once your order has entered the preparation stage, cancellation may not be possible. If a cancellation is accepted during preparation, a partial refund may be offered, deducting the cost of ingredients and preparation time already invested. This will be assessed on a case-by-case basis.

9.3 Cancellation After Dispatch

Once your order has been dispatched for delivery, cancellations will not be accepted. However, if you experience an issue upon delivery, please refer to Sections 2 and 5 of this policy to submit a refund request.

9.4 Catering and Large Group Orders

Catering or large group orders (typically orders exceeding a set threshold value) are subject to a separate cancellation policy:

• Cancellation made more than 48 hours before the scheduled order: Full refund.
• Cancellation made 24–48 hours before the scheduled order: 50% refund.
• Cancellation made less than 24 hours before the scheduled order: No refund.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, Hangry Joe's provides the following dispute resolution steps to ensure a fair resolution:

1. Step 1: Internal Escalation
   Submit a written request for reconsideration to [email protected] with the subject line "Refund Dispute – [Your Order Number]." Include all previous correspondence and any additional evidence you wish to present. Our management team will review the case within 5–7 business days.
2. Step 2: Good Faith Negotiation
   If the internal escalation does not resolve the issue to your satisfaction, both parties agree to attempt resolution through good faith negotiation. We will arrange a direct communication (via email or phone) between you and a senior representative of Hangry Joe's.
3. Step 3: Mediation
   If good faith negotiation fails, either party may propose the use of a neutral third-party mediator. The costs of mediation shall be shared equally unless otherwise agreed.
4. Step 4: Legal Remedies
   If all other avenues are exhausted, you retain the right to pursue your claim through applicable consumer protection channels, including the Federal Trade Commission (FTC) at www.ftc.gov or your state's consumer protection office. Nothing in this policy limits your rights under applicable federal or state consumer protection laws.

11. Consumer Rights Under U.S. Law

As a consumer in the United States, you are protected by various federal and state laws. Key protections include:

• The FTC Act (15 U.S.C. § 45), which prohibits unfair or deceptive acts or practices in commerce. Hangry Joe's is committed to transparent and honest business practices in full compliance with this Act.
• State-level consumer protection statutes, which may provide additional rights depending on your state of residence.
• If you are a resident of California, you may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) regarding personal information collected during your transaction.

This policy does not waive or limit any rights you have under applicable law. If any provision of this policy conflicts with applicable law, the law shall prevail.

12. Policy Updates

Hangry Joe's reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at hangryjoes-eat.digital. We encourage you to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the updated policy.

13. Contact Information

For all refund requests, inquiries, or concerns related to this policy, please contact us using the information below. Our customer support team is ready to assist you: