Refund Policy

At Hangry Joe's, we are committed to delivering a satisfying food experience with every order. We understand that issues can occasionally arise, and this Refund Policy outlines your rights and our obligations when something does not meet your expectations. Please read this policy carefully before placing an order through our website at hangryjoes-food.rest.

By placing an order with Hangry Joe's, 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 through our website, phone orders, and any third-party platforms authorized by Hangry Joe's.

1. Our Commitment to Customer Satisfaction

Hangry Joe's takes pride in the quality and freshness of every item we prepare. If for any reason your order does not meet our quality standards or your reasonable expectations, we want to make it right. Our team is dedicated to reviewing all refund and complaint requests fairly, promptly, and professionally.

We encourage all customers to reach out to us directly before initiating any third-party dispute or chargeback, as most issues can be resolved quickly and amicably through direct communication with our support team.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received items that were not what you ordered, or items were missing from your order.
• Food Quality Issues: The food arrived in an unacceptable condition, such as being spoiled, undercooked, overcooked, or otherwise inedible.
• Allergen Concerns: The order contained an allergen that was not disclosed and was clearly noted as excluded at the time of ordering.
• Non-Delivery: Your order was confirmed but never delivered and cannot be located by our delivery team.
• Significant Delay: Your order arrived significantly later than the estimated delivery or pickup time as communicated to you at checkout.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Order Cancellation Before Preparation: You cancelled your order before we began preparing it (see Section 8 for full cancellation terms).

Refund eligibility is assessed on a case-by-case basis. Hangry Joe's reserves the right to request supporting documentation, such as photos of the food received, before approving a refund.

3. Timeframes for Refund Requests

To ensure a fair and efficient review process, all refund requests must be submitted 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 contact us as soon as possible if any issues are identified.

4. Non-Refundable Items and Situations

The following items, situations, and circumstances are generally not eligible for a refund:

• Orders that have been fully consumed or substantially eaten, with refund requests based solely on preference or taste.
• Customized or special dietary orders that were prepared according to the specifications provided by the customer at the time of ordering.
• Delivery fees, service fees, and platform surcharges, except in cases of verified non-delivery caused by Hangry Joe's or our delivery partners.
• Orders where the delivery address provided by the customer was incorrect or incomplete.
• Dissatisfaction due to personal taste preferences that were not communicated prior to or at the time of ordering.
• Promotional or discounted items that were clearly marked as non-refundable at the time of purchase.
• Gift cards, loyalty points, or digital credits issued by Hangry Joe's.
• Orders affected by circumstances beyond our reasonable control, including but not limited to severe weather, natural disasters, or public emergencies.
• Refund requests that cannot be verified due to lack of supporting evidence after our team has requested documentation.

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

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

1. Step 1 — Gather Your Information: Have your order number, the date and time of your order, your contact information, and a clear description of the issue ready before reaching out.
2. Step 2 — Document the Issue: If the issue involves food quality, missing items, or incorrect orders, take clear photographs of the items received. This documentation will help our team process your request faster.
3. Step 3 — Contact Us Directly: Reach out to our customer support team via email at [email protected] or visit our website at hangryjoes-food.rest. Please include your order number, a detailed description of the problem, and any supporting photos.
4. Step 4 — Await Confirmation: Our team will acknowledge your request within 1–2 business days and may follow up for additional information if needed.
5. Step 5 — Review and Decision: Hangry Joe's will review your request and issue a decision within 3–5 business days of receiving all required information.
6. Step 6 — Refund Issuance: If your refund is approved, we will process it using the original payment method or offer an alternative resolution such as store credit, a replacement order, or a discount on a future order.

6. Refund Processing Times by Payment Method

Once your refund has been approved, the time it takes for the funds to appear in your account depends on the payment method used at the time of purchase:

Please note that Hangry Joe's processes refunds promptly upon approval, but the actual time for funds to appear in your account is subject to your financial institution's policies, which are outside our control.

7. Partial Refunds

In certain situations, a partial refund may be more appropriate than a full refund. Hangry Joe's may issue a partial refund in the following circumstances:

• Only a portion of the items in an order were incorrect, missing, or unsatisfactory, while the remainder of the order was delivered correctly and in acceptable condition.
• The food quality issue affected only specific items in the order and not the entire meal.
• A significant portion of the food was consumed before the quality issue was reported.
• The order was delivered later than expected, but the food was still received and was of acceptable quality.
• A promotional discount was applied to the original order, and the refund amount reflects the actual amount paid for the affected items.

The amount of any partial refund will be determined by Hangry Joe's customer support team based on a fair assessment of the specific circumstances of each case. Our goal is always to reach a resolution that is equitable for both the customer and our business.

8. Cancellation Policy

We understand that plans can change. However, because food preparation begins very quickly after an order is placed, our ability to cancel orders is limited by time. Please review our cancellation terms below:

8.1 Cancellation Before Preparation

If you wish to cancel an order, you must contact us within 5 minutes of placing the order. During this brief window, if our kitchen has not yet begun preparing your food, we will cancel your order and issue a full refund to your original payment method.

8.2 Cancellation During Preparation

Once your order has entered the preparation stage, cancellations are no longer guaranteed. You may still contact us to request a cancellation, but Hangry Joe's reserves the right to deny the cancellation or offer store credit rather than a monetary refund.

8.3 Cancellation After Dispatch

Orders that have already been picked up by a delivery driver or that are in transit cannot be cancelled. If you are unavailable to receive the delivery, the order will be considered fulfilled and no refund will be issued.

8.4 Hangry Joe's Initiated Cancellations

In rare circumstances, we may need to cancel your order due to ingredient unavailability, technical issues, or operational constraints. In such cases, you will be notified promptly and issued a full refund to your original payment method.

9. Exchange Policy

Due to the perishable nature of food products, traditional item exchanges are not possible in the same way as non-food retail. However, Hangry Joe's offers the following resolutions in lieu of a standard exchange:

• Replacement Order: If your order contained incorrect or missing items, we may offer to prepare and deliver the correct items at no additional charge, subject to availability and operating hours.
• Store Credit: In situations where a replacement delivery is not feasible, we may offer store credit equivalent to the value of the affected items, which can be applied to a future order.
• Menu Substitution: If a specific menu item is unavailable at the time of your order and a substitution was not communicated or agreed upon, you are entitled to a refund for that specific item.

All exchange-type resolutions are subject to availability and must be agreed upon by both the customer and Hangry Joe's customer support team. We will always work to find the most convenient and satisfying solution for you.

10. Dispute Resolution Process

Hangry Joe's is committed to resolving all customer concerns fairly and efficiently. If you are not satisfied with the outcome of your refund or cancellation request, the following dispute resolution steps are available to you:

10.1 Internal Escalation

If your initial refund request is denied or you disagree with the outcome, you may request an escalation of your case to a senior member of our customer support team. Please email us at [email protected] with the subject line "Refund Dispute — Escalation Request" and include your original case or order number. A senior team member will review your case and respond within 3–5 business days.

10.2 Consumer Protection Resources

As a business operating in the United States, Hangry Joe's complies with applicable federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, which protects consumers against unfair or deceptive business practices. If you believe your consumer rights have been violated, you may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-382-4357
• Consumer Financial Protection Bureau (CFPB) for payment-related disputes: www.consumerfinance.gov
• Your state Attorney General's office for state-level consumer protection complaints

10.3 Chargeback Notice

While you retain the right to dispute a charge with your credit card issuer or bank, we strongly encourage customers to contact Hangry Joe's first. Chargebacks initiated without a prior attempt to resolve the issue directly with us may result in the permanent suspension of your account with Hangry Joe's and may complicate or delay the resolution of your concern.

11. Policy Updates

Hangry Joe's reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at hangryjoes-food.rest with an updated effective date. Continued use of our services after any changes to this policy constitutes your acceptance of the revised terms. We encourage you to review this page periodically to stay informed of any updates.

12. Contact Information for Refund Requests

For all refund inquiries, cancellation requests, or general customer service concerns, please contact us using the details below. Our customer support team is ready to assist you and will respond as quickly as possible.

When contacting us regarding a refund or complaint, please provide the following information to help us assist you efficiently:

• Your full name
• Your order number
• Date and time of the order
• A clear description of the issue
• Any photos or supporting documentation
• Your preferred resolution (refund, replacement, store credit)