Refund Policy

At Hangry Joe's, we are committed to delivering high-quality food and a satisfying customer experience with every order. We understand that issues can arise, and this Refund Policy outlines the conditions, procedures, and timeframes under which we accept refund requests. Please read this policy carefully before placing an order through our website at myhangryjoes.click.

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 is governed by applicable consumer protection laws in the United States, including the Federal Trade Commission Act (FTC Act) and relevant state-level consumer protection statutes.

1. Our Commitment to Customer Satisfaction

Hangry Joe's takes pride in the quality of every meal we prepare and every order we fulfill. If your experience does not meet your expectations due to an error on our part, we want to make it right. Our refund policy is designed to be fair, transparent, and easy to understand. We encourage all customers to contact us promptly if they experience any issue with their order.

2. Eligibility Conditions for Refunds

Not all situations automatically qualify for a full or partial refund. To be eligible for a refund, your situation must meet one or more of the following conditions:

• Incorrect Order: You received items that differ from what you ordered (wrong food items, wrong quantity, or missing items).
• Food Quality Issues: The food delivered was spoiled, inedible, or posed a health concern at the time of delivery.
• Significant Delivery Delay: Your order arrived substantially later than the estimated delivery time, resulting in food being unfit for consumption.
• Order Not Delivered: You did not receive your order and our records confirm the delivery was not completed successfully.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Allergic Ingredient Inclusion: Food was prepared with an allergen you specifically requested to be excluded (where such request was clearly communicated and confirmed).
• Technical Order Error: A verified system or platform error on our end caused an incorrect or unintended order to be placed or charged.

Refund eligibility will be assessed on a case-by-case basis. Hangry Joe's reserves the right to request supporting evidence such as photos, order confirmation numbers, or delivery records before approving a refund.

3. Refund Request Timeframes

Timely reporting is essential in the food industry, as food-related issues are time-sensitive. Please adhere to the following timeframes when submitting a refund request:

4. Non-Refundable Items and Situations

Certain purchases and circumstances are not eligible for refunds. The following are generally non-refundable:

• Orders where the customer simply changed their mind after the order was confirmed and preparation began.
• Food items that were consumed entirely or largely before a complaint was submitted.
• Customization errors that were not communicated to Hangry Joe's at the time of ordering.
• Dissatisfaction based solely on personal taste preferences, when the food was prepared correctly as ordered.
• Delivery fees and service charges, unless the entire order qualifies for a full refund due to non-delivery.
• Promotional, discounted, or complimentary items provided as part of a special offer.
• Tip amounts paid to delivery personnel.
• Orders cancelled after food preparation has already begun (see Cancellation Policy below).
• Claims submitted after the applicable request window has expired.

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

To submit a refund request with Hangry Joe's, please follow these steps carefully:

1. Step 1 — Gather Your Information: Locate your order confirmation number, the date of your order, the items ordered, and the nature of the issue. If applicable, take clear photographs of the food or packaging.
2. Step 2 — Contact Us Promptly: Reach out to our customer support team via email at [email protected] or through the contact form available on our website at myhangryjoes.click. Ensure your contact is submitted within the applicable timeframe listed in Section 3.
3. Step 3 — Provide Required Details: In your message, include your full name, contact information, order confirmation number, a description of the problem, and any photographic evidence that supports your claim.
4. Step 4 — Await Confirmation: Our customer support team will acknowledge receipt of your refund request within 1–2 business days.
5. Step 5 — Review and Assessment: Our team will investigate your claim, which may involve reviewing order records, delivery logs, and any evidence provided. This process typically takes 2–5 business days.
6. Step 6 — Refund Decision Notification: You will be notified of the outcome via email. If your refund is approved, you will receive confirmation along with the refund amount and processing timeline.
7. Step 7 — Refund Issuance: Approved refunds will be processed to your original payment method within the timeframes specified in Section 6.

6. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes to reach your account depends on your payment method. Please refer to the table below for estimated processing timelines:

7. Partial Refunds

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

• Only certain items in your order were incorrect, missing, or unsatisfactory — in this case, a refund for only those items will be considered.
• The food was partially consumed before the issue was identified, reducing the refundable amount.
• A portion of the order was delivered correctly but one or more items were problematic.
• The delivery delay affected only the temperature or quality of certain items in the order.
• The overall order was substantially correct but did not include an add-on or modification that was requested.

Hangry Joe's will determine the appropriate partial refund amount based on the documented issue and supporting evidence. Our goal is always to offer a fair and reasonable resolution.

8. Exchange Policy

Due to the perishable nature of food products, traditional exchanges (replacing an item for another at a later time) are generally not available. However, Hangry Joe's may offer the following alternatives depending on the circumstances:

• Re-delivery: In situations where the wrong items were delivered and a replacement can be prepared and delivered within a reasonable timeframe, we may offer to re-deliver the correct order at no additional charge.
• Store Credit: If a re-delivery is not feasible, we may issue store credit equivalent to the value of the affected items for use on a future order.
• Replacement on Next Order: For minor item discrepancies, we may offer to include the missing or incorrect item as a complimentary addition to your next order.

Exchange alternatives are offered at the discretion of Hangry Joe's and are subject to availability, distance, and operational capacity at the time of the request.

9. Cancellation Policy

We understand that plans can change, and we aim to accommodate cancellation requests where possible. Please review the following cancellation guidelines:

9.1 Catering and Large Orders

For catering orders or orders exceeding a minimum threshold (as defined at the time of order), the following cancellation terms apply:

• Cancellations made 48 hours or more before the scheduled service time: Full refund issued.
• Cancellations made between 24 and 48 hours before the scheduled time: 50% refund of the order total.
• Cancellations made less than 24 hours before the scheduled time: No refund issued, as ingredients and preparation resources will have already been committed.

To cancel an order, please contact us immediately at [email protected] with your order number and the reason for cancellation.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, or if a dispute arises in connection with your order or our services, we encourage you to follow the steps outlined below before pursuing formal legal action:

1. Step 1 — Internal Escalation: Contact our customer service team directly at [email protected] and request that your matter be escalated to a supervisor or manager for further review.
2. Step 2 — Written Complaint: Submit a written complaint to Hangry Joe's via email with all relevant details, documentation, and your desired resolution. We will respond within 5 business days.
3. Step 3 — Good Faith Negotiation: Both parties agree to attempt resolution through good faith negotiation prior to initiating any formal legal proceedings.
4. Step 4 — Chargeback Rights: As a consumer in the United States, you retain the right to dispute charges with your credit card issuer or bank. We encourage you to first exhaust our internal resolution process before initiating a chargeback, as chargebacks can affect our ability to serve you in the future.
5. Step 5 — Consumer Protection Agencies: If a resolution cannot be reached, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov, your state's Attorney General office, or your local Better Business Bureau (BBB).

11. Chargebacks and Fraudulent Claims

Hangry Joe's takes fraudulent refund claims seriously. Submitting false, misleading, or exaggerated claims to obtain a refund or to initiate an unjustified chargeback may result in the following consequences:

• Permanent suspension of your account and denial of future orders.
• Reporting of fraudulent activity to relevant authorities or financial institutions.
• Pursuit of legal remedies available under applicable federal and state law.

We are committed to fair and honest business practices and expect the same from our customers.

12. Changes to This Policy

Hangry Joe's reserves the right to update, modify, or revise this Refund Policy at any time. Changes will be posted on our website at myhangryjoes.click with a revised effective date. Your continued use of our website or services after any such changes constitutes your acceptance of the updated policy. We encourage you to review this page periodically to stay informed of any updates.

13. Contact Us for Refund Requests

If you need to submit a refund request, have questions about your order, or require assistance with any issue, please contact our customer support team using the information below. We are here to help and are committed to resolving your concern as quickly and fairly as possible.

Our customer support team is available during regular business hours. We aim to respond to all inquiries within 1–2 business days. For urgent matters related to food safety or health concerns, please contact us immediately and, if necessary, seek appropriate medical attention.