Refund Policy

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

1. Introduction

At Hangry Joe's, customer satisfaction is at the heart of everything we do. We take great pride in preparing fresh, high-quality food and delivering an exceptional dining experience. We understand, however, that issues can occasionally arise with orders, and we are committed to addressing them in a fair, transparent, and timely manner.

This Refund Policy applies to all purchases made through our website hangryjoesfood.rest, through telephone orders, or through any other ordering channel operated by Hangry Joe's. This policy is governed by applicable consumer protection laws in the United States, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act.

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

2. Eligibility Conditions for Refunds

We want to ensure that every refund request is handled fairly and consistently. A refund may be issued under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong dish, wrong size, wrong add-ons or customizations).
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Food Quality Issues: The food received was undercooked, spoiled, contaminated, or otherwise unfit for consumption at the time of delivery or pickup.
• Significant Delivery Delays: Your order was delivered substantially later than the estimated delivery window, rendering the food unsatisfactory or unusable.
• Order Not Received: You did not receive your order and there is no confirmation that it was delivered to the correct address.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Unauthorized Transaction: A charge appeared on your account that you did not authorize.

All refund requests are subject to review and verification by our customer service team. We reserve the right to request supporting information, such as photographs of the food or order receipts, to process your claim.

3. Timeframes for Refund Requests

To ensure your refund request can be properly investigated and resolved, all claims must be submitted within the following timeframes:

Requests submitted after these deadlines may not be eligible for a refund. We strongly encourage customers to review their orders upon receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Situations

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

• Change of Mind: Refunds will not be issued simply because you changed your mind after placing an order that has already been prepared or dispatched.
• Partially Consumed Orders: If a significant portion of the food has been consumed before a complaint is filed, we may not be able to issue a full refund.
• Customized Orders: Items that were specially prepared according to your specific instructions (e.g., custom dietary modifications) are non-refundable unless they do not meet those specific instructions.
• Promotional or Complimentary Items: Items received as part of a promotion, deal, or complimentary offering are not eligible for cash refunds.
• Gift Cards and Credits: Purchased gift cards and store credits are non-refundable and cannot be exchanged for cash.
• Incorrect Delivery Address: If an order was delivered to the wrong address due to incorrect information provided by the customer, a refund may not be issued.
• Late Requests: Any refund request submitted outside of the applicable timeframe stated in Section 3 of this policy.

5. How to Request a Refund

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

1. Step 1 — Gather Your Information: Before contacting us, please have the following ready: your full name, order number, date and time of the order, the specific item(s) in question, and a description of the issue. If applicable, take clear photographs of the food or packaging to support your claim.
2. Step 2 — Contact Customer Support: Reach out to us using one of the following methods:
   • Email: [email protected]
   • Website: hangryjoesfood.rest
3. Step 3 — Submit Supporting Documentation: If requested, provide photos or other evidence that supports your claim. This helps us investigate your issue more efficiently and reach a resolution faster.
4. Step 4 — Await Confirmation: Our customer service team will acknowledge your request within 1 business day. You will receive a confirmation email with a reference number for your claim.
5. Step 5 — Resolution: Once your request has been reviewed and approved, we will notify you of the outcome and process your refund, store credit, or replacement as appropriate.

6. Refund Processing Times by Payment Method

Once your refund has been approved, processing times will vary depending on your original payment method. Please refer to the table below:

Please note that while we process refunds promptly on our end, the time it takes for the funds to appear in your account depends on your bank or financial institution and may take additional time beyond the estimates listed above. Hangry Joe's is not responsible for any delays caused by third-party payment processors or banking institutions.

7. Partial Refunds

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

• Only one or a few items from a larger order were incorrect or missing, and the remainder of the order was satisfactory.
• The food quality issue affected only part of the order.
• The customer partially consumed the order before discovering the issue.
• A delivery delay occurred but the food was still usable upon arrival.
• A promotional discount was applied to the original order, in which case the refund amount will reflect the actual amount paid for the affected item(s) 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, based on the nature and extent of the issue reported. We will always communicate the refund amount clearly before processing.

8. Exchange Policy

Due to the perishable nature of food products, traditional item-for-item exchanges are generally not available. However, Hangry Joe's does offer the following alternatives in lieu of an exchange:

• Replacement Order: If you received an incorrect item, we may offer to prepare and deliver or make available for pickup the correct item, subject to availability and operational hours. Replacement orders are offered at no additional charge.
• Store Credit: In some cases, we may offer store credit equivalent to the value of the affected item(s), which can be applied toward a future order at Hangry Joe's.
• Menu Substitution: If a specific item is no longer available or was unavailable at the time your order was placed, we will contact you before preparing your order to offer a suitable substitute or a refund for that item.

Replacement orders and exchanges are subject to the same eligibility criteria as refunds and must be requested within the applicable timeframes outlined in Section 3.

9. Cancellation Policy

We understand that plans can change. Here is everything you need to know about canceling an order with Hangry Joe's:

9.1 Online and Phone Orders

Orders may be canceled and fully refunded if the cancellation request is submitted within 5 minutes of the order being placed, provided that food preparation has not yet begun. Once food preparation has started, cancellations cannot be guaranteed, and a full refund may not be available.

9.2 Pre-Orders and Scheduled Orders

If you placed a pre-order or scheduled order in advance, you may cancel and receive a full refund up to 1 hour before the scheduled pickup or delivery time. Cancellations made within 1 hour of the scheduled time may only qualify for a partial refund or store credit, depending on the preparation status of your order.

9.3 Catering and Large Group Orders

For catering orders or large group orders, a minimum of 24 hours' notice is required for cancellation to receive a full refund. Cancellations made less than 24 hours before the scheduled event or delivery may be subject to a cancellation fee of up to 50% of the total order value, depending on the level of preparation already completed.

9.4 How to Cancel

To cancel an order, please contact us immediately at [email protected] or visit hangryjoesfood.rest with your order number and contact details. Cancellation requests cannot be accepted through social media or any other unofficial channels.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Hangry Joe's provides the following escalation and dispute resolution process:

10.1 Internal Escalation

If your initial refund request was denied or you feel the resolution offered was inadequate, you may request an escalation to a senior member of our customer service team. To do so, reply to your original support email referencing your claim number and clearly explaining why you are dissatisfied with the outcome. We will review your escalation and respond within 3 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your credit card company or bank if you believe you have been wrongfully charged. This right is protected under the Fair Credit Billing Act (FCBA) and applicable card network rules. However, we encourage you to contact us first to resolve the issue directly before initiating a chargeback, as most disputes can be resolved quickly through our internal process.

10.3 FTC Consumer Protection

If you believe Hangry Joe's has engaged in unfair or deceptive practices, you may file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint. Additionally, you may contact your state's Attorney General office or local consumer protection agency for further assistance.

10.4 Informal Resolution

Before pursuing any formal legal action, both parties agree to make a good-faith effort to resolve any disputes informally by contacting Hangry Joe's at [email protected]. We are committed to reaching a fair resolution for all parties involved.

11. Special Circumstances

Hangry Joe's acknowledges that exceptional situations may arise that fall outside the standard scope of this policy. In such cases, including but not limited to:

• Severe weather or natural disasters affecting delivery services
• Technical outages affecting our ordering platform
• Third-party delivery partner errors or failures
• Public health emergencies or government-mandated closures

We will evaluate each situation on a case-by-case basis and strive to offer a fair resolution, which may include full or partial refunds, store credits, or complimentary replacement orders. Our goal in all circumstances is to ensure that our customers are treated fairly and with respect.

12. Amendments to This Policy

Hangry Joe's reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes will be reflected on this page with an updated effective date. We encourage customers to review this policy periodically to stay informed about our current refund practices. Continued use of our services following any changes constitutes your acceptance of the revised policy.

13. Contact Information

If you have any questions, concerns, or would like to submit a refund request, please do not hesitate to reach out to our customer service team using the contact details below: