Refund Policy

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

1. Introduction

At Hangry Joe's, we are committed to delivering fresh, high-quality food and an outstanding customer experience with every order. We understand that issues can occasionally arise, and we want to make sure that every concern is handled fairly, promptly, and transparently.

This Refund Policy explains your rights and our obligations when it comes to refunds, cancellations, exchanges, and disputes related to orders placed through our website meal-hangryjoes.rest or any affiliated ordering channels. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act) and relevant state-level regulations.

If you have any questions about this policy at any time, please do not hesitate to contact our customer support team at [email protected].

2. Eligibility Conditions for Refunds

Refunds at Hangry Joe's are evaluated on a case-by-case basis. To be eligible for a refund, one or more of the following conditions must be met:

• Incorrect Order: You received items that are different from what you ordered, including wrong food items, missing components, or incorrect customizations.
• Missing Items: One or more items listed on your receipt or order confirmation were not included in your delivery or pickup order.
• Food Quality Issues: The food received was spoiled, undercooked, overcooked to an inedible degree, or otherwise did not meet reasonable food safety and quality standards.
• Allergic Reactions or Allergen Mislabeling: You were served food containing an allergen that was not disclosed at the time of ordering, provided that allergen information was accurately submitted during the ordering process.
• Order Not Delivered: Your order was confirmed and charged but never delivered, and no delivery attempt was made within the estimated time window.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Unauthorized Transaction: A charge was made to your account without your authorization.

Refund eligibility is subject to verification by our customer support team. We reserve the right to request supporting evidence such as photographs, order numbers, or written descriptions of the issue before approving any refund.

3. Timeframes for Refund Requests

To ensure a timely and accurate review of your concern, 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 immediately if any problems are identified.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. Please review the following list carefully:

• Change of Mind: Refunds will not be issued simply because you changed your mind about your order after it has been prepared or delivered.
• Customer Error: If an incorrect order was submitted due to errors made by the customer during checkout (e.g., selecting the wrong item, wrong size, or wrong quantity), a refund will not automatically be granted, though we may offer a partial credit at our discretion.
• Fully Consumed Orders: If the order was consumed in full before a complaint was made, the order is generally not eligible for a refund.
• Promotional and Discounted Items: Items purchased as part of limited-time promotions, bundle deals, or using promotional codes may be non-refundable unless a clear quality or accuracy issue exists.
• Gift Cards and Store Credits: Gift card purchases and redeemed store credits are non-refundable and non-transferable.
• Delivery Fees: Delivery fees are non-refundable in cases where the delivery was successfully completed, even if a partial refund is granted for the food items themselves.
• Service Fees and Platform Charges: Any third-party platform service fees are not within Hangry Joe's control and are non-refundable through us directly.

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

Submitting a refund request is simple. Please follow the steps below to ensure your request is processed efficiently:

1. Gather Your Order Information: Before contacting us, have the following information ready:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • Description of the issue
   • Photographs of the food or packaging (if applicable and available)
2. Contact Our Support Team: Reach out to us through one of the following channels:
   • Email: [email protected]
   • Website: meal-hangryjoes.rest
3. Submit Your Request in Writing: Provide a clear and detailed description of the problem. Include all supporting documentation, such as photos, screenshots, or receipts, to help us investigate your case quickly.
4. Await Confirmation: You will receive an acknowledgment of your refund request within 1–2 business days. Our team will review your submission and may follow up with additional questions.
5. Receive a Decision: Once reviewed, we will notify you of our decision via email. If approved, the refund will be processed according to the timelines described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account will depend on your original payment method. The following are estimated processing timelines:

Please note that while we process refunds promptly on our end, your financial institution or card issuer may require additional time to reflect the credit on your statement. Hangry Joe's is not responsible for any delays caused by third-party financial institutions.

7. Partial Refunds

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

• Partially Missing Orders: If only some items in your order were missing or incorrect, a refund will be issued for only those specific items, not the entire order total.
• Partially Consumed Orders: If a portion of your food was consumed before the quality issue was identified, a partial refund proportional to the uneaten portion may be granted.
• Customer-Caused Errors Combined with Our Errors: If the issue was partly due to incorrect instructions provided by the customer and partly due to our preparation error, a partial refund may be offered at our discretion.
• Late Deliveries: In cases where the delivery was significantly delayed beyond the estimated window but the food was still delivered and consumable, a partial refund or store credit may be offered as a goodwill gesture.

All decisions regarding partial refund amounts are made in good faith and based on the specific details of each case. We aim to be fair and reasonable in our assessment at all times.

8. Cancellation Policy

We understand that plans can change, and we will do our best to accommodate cancellation requests. However, due to the nature of fresh food preparation, our ability to cancel an order depends on the stage of preparation at the time of your request.

8.1 Online and App Orders

• Within 5 minutes of placing your order: Full cancellation and refund may be available if the order has not yet been accepted or begun preparation.
• After 5 minutes or once preparation has begun: Cancellations may not be possible. If a cancellation is accepted after preparation has started, a partial refund may be issued at our discretion, excluding the cost of ingredients already used.
• After the order has been dispatched for delivery: Cancellations are not accepted once the delivery is in progress.

8.2 In-Store or Phone Orders

For orders placed in person or over the phone, cancellation requests must be made immediately by speaking directly with a team member. Once food preparation has commenced, cancellations cannot be guaranteed.

8.3 Catering and Large Orders

For catering orders or large group orders, a minimum of 48 hours' notice is required for cancellation to receive a full refund. Cancellations made within 24 hours of the scheduled delivery or pickup time may be subject to a cancellation fee of up to 50% of the order total to cover preparation costs already incurred.

9. Exchange Policy

Due to the perishable nature of food products, direct item exchanges in the traditional retail sense are generally not applicable. However, Hangry Joe's does offer the following remedies in lieu of exchanges:

• Order Replacement: If your order was incorrect or significantly below our quality standards, we may offer to prepare and deliver a replacement order at no additional charge, subject to availability and operational capacity.
• Store Credit: In cases where an exchange is not feasible, we may offer store credit equivalent to the value of the affected item(s), redeemable on your next order.
• Menu Substitutions: If a specific menu item is unavailable at the time of your order and a substitution was made without your consent, we will work with you to either provide the correct item, offer a replacement of equal or greater value, or issue a refund for the affected item.

10. Dispute Resolution Process

We hope that all concerns can be resolved quickly and informally through our customer support team. However, if you are not satisfied with the outcome of your refund request, the following dispute resolution process applies:

10.1 Internal Escalation

If your initial refund request was denied or you are dissatisfied with the resolution offered, you may request an escalation by emailing [email protected] with the subject line "Refund Dispute Escalation". Please include your original case or ticket number, a summary of the issue, and the reason you believe the initial decision was incorrect. A senior member of our team will review the matter and respond within 3–5 business days.

10.2 Chargeback Rights

Under U.S. federal law and the rules of major card networks, you have the right to dispute a charge with your bank or card issuer if you believe it was unauthorized or if you did not receive the goods or services as described. We encourage you to attempt to resolve the matter with us directly before initiating a chargeback, as this typically leads to a faster resolution. However, we fully respect your right to exercise this option when appropriate.

10.3 FTC Complaint

If you believe that Hangry Joe's has engaged in unfair or deceptive trade practices, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or by calling 1-877-382-4357. You may also contact your state's Attorney General office for additional consumer protection resources.

10.4 Informal Mediation

For disputes that cannot be resolved through internal escalation, both parties agree to first attempt resolution through good-faith informal negotiation. If the matter remains unresolved after 30 days of informal negotiation, either party may seek formal legal remedies available under applicable United States law.

11. Consumer Rights Under U.S. Law

As a consumer in the United States, you are protected by a number of federal and state consumer protection laws. Hangry Joe's fully supports and complies with these protections, which include but are not limited to:

• Federal Trade Commission Act (FTC Act): Prohibits unfair or deceptive business practices in commerce, including misleading refund policies.
• Electronic Fund Transfer Act (EFTA): Provides protections for consumers who use electronic payment methods and establishes rights related to unauthorized transactions.
• Fair Credit Billing Act (FCBA): Allows consumers to dispute billing errors on credit card statements.
• State Consumer Protection Laws: Depending on your state of residence, additional protections may apply. For customers in California, the California Consumer Protection Act and related regulations may provide further rights.

Nothing in this Refund Policy is intended to limit or waive any rights you may have under applicable law.

12. Changes to This Policy

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 meal-hangryjoes.rest with a revised effective date. Continued use of our services following any updates constitutes your acceptance of the revised policy. We encourage you to review this page periodically to stay informed of any changes.

13. Contact Information for Refund Requests

For all refund-related inquiries, cancellation requests, or general questions about this policy, please reach out to our customer support team using the contact details below. We are committed to responding to all inquiries promptly and professionally.

Our customer support team is available to assist you with any concerns. When contacting us, please have your order number, contact details, and a description of the issue ready to help us serve you as efficiently as possible.