Refund Policy

Effective Date: April 28, 2026 | Last Updated: April 28, 2026

At Hangry Joe's, your satisfaction is our top priority. We understand that issues can occasionally arise with food orders, deliveries, or services, and we are committed to resolving them fairly and promptly. This Refund Policy has been designed 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 your rights are protected and that our processes are transparent.

Please review each section carefully. If you have questions about any part of this policy, do not hesitate to contact us at [email protected].

1. Eligibility Conditions for Refunds

Hangry Joe's will consider refund requests when one or more of the following conditions are met:

• Incorrect Order: You received items that were different from what you ordered, as confirmed on your order receipt or confirmation email.
• Missing Items: One or more items included in your order were not delivered or were absent from your pickup order.
• Food Quality Issues: The food received was undercooked, spoiled, contaminated, or otherwise unfit for consumption at the time of delivery or pickup.
• Allergic Reaction or Ingredient Error: You received food containing ingredients not listed in your order, particularly if you indicated dietary restrictions or allergen concerns at the time of ordering.
• Order Never Delivered: Your delivery order was confirmed but never arrived, and the issue has been verified through our system or delivery partner records.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical or processing error.
• Service Failure: A confirmed technical error on our platform resulted in an incorrect charge or a failed order that was still billed.

Refunds will not be issued based solely on a change of mind after the order has been prepared or dispatched. All claims are subject to verification and review by our customer service team.

2. Timeframes for Refund Requests

To be eligible for a refund, you must submit your request within the timeframes listed below. Requests submitted outside of these windows may not be honored, except in cases of documented extenuating circumstances.

We strongly encourage customers to inspect their orders upon receipt and contact us as soon as possible if any issues are identified. Delays in reporting issues may affect our ability to verify the claim and process a refund.

3. Non-Refundable Items and Services

Certain items and situations are not eligible for refunds. By placing an order with Hangry Joe's, you acknowledge and accept that the following are generally non-refundable:

• Orders Consumed in Full: If the majority of a food item has been consumed before a complaint is raised, a refund will not typically be issued.
• Customization Errors by Customer: If you made an error during the ordering process (e.g., selected the wrong size, flavor, or customization option), and the order was prepared correctly according to your submitted specifications, a refund will not be issued.
• Change of Mind: Refunds will not be provided because you changed your mind after the order was confirmed and preparation commenced.
• Promotional or Discounted Items: Items purchased at a discounted rate through a promotion or special offer may be subject to modified or limited refund eligibility, as specified at the time of the promotion.
• Delivery Fees: Delivery fees are generally non-refundable unless the delivery was entirely failed through no fault of the customer.
• Service Charges and Applicable Taxes: Platform service charges and taxes collected by government authorities are not eligible for refund except in the case of a fully voided transaction.
• Gift Cards and Vouchers: Amounts loaded onto gift cards or digital vouchers are non-refundable once redeemed.

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

We have made the refund request process as simple and straightforward as possible. Please follow these steps to submit your request:

1. Gather Your Order Information: Before contacting us, have the following ready:
   • Your order confirmation number or receipt
   • The date and time of your order
   • A description of the issue you experienced
   • Photos or documentation of the problem (strongly recommended for food quality or missing item claims)
2. Contact Our Customer Support Team: Reach out to us through one of the following channels:
   • Email: [email protected]
   • Website: hangry-joes.rest
3. Provide Details of Your Claim: In your message, clearly state:
   • Your full name and contact information
   • Your order number and date
   • The specific items affected
   • The nature of the issue
   • Your preferred resolution (refund, replacement, or store credit)
4. Submit Supporting Evidence: If applicable, attach photographs of the incorrect, missing, or substandard items. Visual evidence significantly accelerates the review process.
5. Await Review: Our team will review your submission and respond within 1–3 business days. We may follow up with additional questions to complete our verification.
6. Receive Our Decision: Once the review is complete, we will notify you of our decision via email and, if approved, initiate the refund or provide your chosen remedy.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to reach you will vary depending on the payment method used at the time of purchase. The following are estimated processing timelines:

Please note that while we process refunds promptly on our end, financial institutions and payment processors control the final posting time to your account. If your refund has not appeared within the timeframe listed above, we recommend contacting your bank or payment provider before reaching out to us.

6. Partial Refunds

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

• Only some items in a multi-item order were affected by an error or quality issue, and the remaining items were satisfactory.
• A food item was consumed in part before an issue was identified, and the remaining unconsumed portion is the subject of the complaint.
• The issue reported was a result of a shared responsibility between the customer and Hangry Joe's, such as a customization misunderstanding.
• Delivery was delayed but ultimately completed, and compensation is warranted for the inconvenience but not the full order value.
• A promotional discount was applied, and the refund amount reflects the actual amount paid rather than the full menu price.

The amount of any partial refund will be determined at the sole discretion of Hangry Joe's customer service team, taking into account the nature and extent of the issue reported.

7. Exchange Policy

Due to the perishable nature of food products, Hangry Joe's does not offer traditional item-for-item exchanges in the same manner as retail goods. However, we do offer the following remedies as alternatives to a monetary refund, at our discretion and subject to eligibility:

• Order Replacement: If your issue is reported promptly and verified, we may offer to prepare and deliver a replacement order for the affected item(s) at no additional charge. This option is subject to availability and operational hours.
• Store Credit: In lieu of a monetary refund, we may offer store credit of equal or greater value, which can be applied to a future order at hangry-joes.rest. Store credits are valid for 90 days from the date of issuance and are non-transferable.
• Complimentary Item on Next Visit: For minor issues or goodwill gestures, we may provide a complimentary item or discount code for use on a future order.

The specific remedy offered will depend on the nature of the complaint, the items involved, and the circumstances of the order. Customers may express a preference, and our team will do its best to accommodate reasonable requests.

8. Cancellation Policy

Orders placed with Hangry Joe's begin processing almost immediately upon confirmation. As a result, our ability to accommodate cancellations is limited. The following rules apply:

8.1 Standard Orders (Delivery and Pickup)

• Cancellations must be requested within 5 minutes of order placement to be eligible for a full refund.
• Once food preparation has begun, cancellations will not be accepted, and no refund will be issued for the prepared items.
• If a cancellation is requested within the 5-minute window and the order has not yet entered preparation, a full refund will be processed to the original payment method.

8.2 Advance and Scheduled Orders

• Orders scheduled in advance (including catering and large group orders) may be cancelled without penalty up to 24 hours before the scheduled preparation or delivery time.
• Cancellations made between 12–24 hours before the scheduled time may be subject to a cancellation fee of up to 25% of the total order value.
• Cancellations made less than 12 hours before the scheduled time may not be eligible for any refund, as ingredients and preparation resources will have already been allocated.

8.3 Platform-Initiated Cancellations

If Hangry Joe's cancels your order due to operational issues, ingredient unavailability, or other circumstances within our control, you will receive a full refund to your original payment method with no penalty.

9. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund or cancellation request, Hangry Joe's provides the following escalation and dispute resolution process:

Step 1: Internal Escalation

If your initial refund request was denied or you disagree with the resolution offered, you may request an escalation to a senior customer service representative or manager. Submit your escalation request to [email protected] with the subject line "Refund Dispute – Escalation Request" and include your original ticket or case number. We will respond within 3–5 business days.

Step 2: Written Formal Complaint

If the escalation does not resolve your concern, you may submit a formal written complaint. This complaint should include all relevant documentation, a summary of the issue, and the resolution you are seeking. Our management team will review your complaint and provide a final written response within 10 business days.

Step 3: Third-Party and Regulatory Options

If internal resolution is unsuccessful, you have the right to pursue the following external remedies in accordance with United States consumer protection law:

• Federal Trade Commission (FTC): File a complaint at reportfraud.ftc.gov for consumer protection violations.
• State Attorney General: File a complaint with the Attorney General's office in your state of residence.
• Better Business Bureau (BBB): Submit a complaint through the BBB for mediation assistance.
• Credit Card Chargeback: If you believe you were incorrectly charged, you may initiate a chargeback through your credit card issuer or bank. We ask that you contact us first, as many disputes can be resolved without the need for a chargeback.
• Small Claims Court: For disputes involving monetary amounts within the applicable jurisdictional limit, you may pursue resolution through your local small claims court.

10. Contact Information for Refund Requests

For all refund inquiries, cancellation requests, or dispute escalations, please contact our customer support team using the information below. We are committed to responding to all inquiries as promptly as possible.

When contacting us, please include your order number, the date of your order, and a brief description of your issue to help us assist you as efficiently as possible. Our customer support team is dedicated to addressing your concerns in a timely and professional manner.

11. Policy Updates

Hangry Joe's reserves the right to modify or update this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically. Continued use of our website and ordering services following any changes constitutes your acceptance of the updated policy.

For significant changes that materially affect your rights, we will make reasonable efforts to notify customers via email or a prominent notice on our website prior to the changes taking effect.

This Refund Policy was last updated on April 28, 2026. © 2026 Hangry Joe's. All rights reserved. | hangry-joes.rest