Refund Policy

Effective Date: May 6, 2026 | Last Updated: May 6, 2026

1. Introduction

At Hangry Joe's, we are committed to delivering exceptional food quality and a satisfying customer experience every time you order from us. We understand that there may be occasions where your order does not meet your expectations, arrives incorrectly, or encounters unforeseen issues. This Refund Policy has been established to ensure a fair, transparent, and straightforward process for resolving such situations.

This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive trade practices. By placing an order through our website at hangryjoes-eat.click or through any other ordering platform associated with Hangry Joe's, you agree to the terms outlined in this Refund Policy.

We encourage all customers to review their orders carefully before submission. If you have any questions about this policy, please do not hesitate to contact our customer service team at [email protected].

2. Eligibility Conditions for Refunds

Hangry Joe's will consider refund requests under the following circumstances. A refund may be issued if one or more of the following conditions are met:

• Incorrect Order: You received items that differ significantly from what you ordered, including wrong food items, missing components, or incorrect customizations.
• Food Quality Issues: The food received was spoiled, undercooked, overcooked, or otherwise unfit for consumption at the time of delivery or pickup.
• Missing Items: One or more items from your confirmed order were not included in your delivery or pickup bag.
• Allergic Reactions or Dietary Violations: If a confirmed allergy or dietary restriction noted in your order was not honored (subject to verification), you may be eligible for a refund.
• Significant Delay: Your order experienced an unreasonable delivery delay beyond our stated delivery window that was caused by Hangry Joe's or our delivery partners, and the food arrived in an unacceptable condition as a result.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Order Not Delivered: Your order was confirmed but never delivered, and our records confirm the non-delivery.

Refund eligibility is determined at the sole discretion of Hangry Joe's management. All claims are subject to verification and review. We reserve the right to request supporting documentation, including photographs of the received items, order confirmation numbers, and a description of the issue.

3. Timeframes for Refund Requests

To be eligible for a refund, you must submit your request within the applicable timeframe as outlined below:

Refund requests submitted outside of these timeframes may not be accepted. We strongly encourage customers to inspect their orders immediately upon receipt and to contact us promptly if any issues are identified.

4. Non-Refundable Items and Situations

Certain items and circumstances are not eligible for refunds. No refund will be issued in the following situations:

• Orders where the customer simply changed their mind after the order was placed and preparation has already begun.
• Customization requests that were accurately fulfilled but the customer is dissatisfied with their own customization choices.
• Promotional, discounted, or complimentary items offered as part of a special offer or loyalty reward program.
• Delivery fees, service fees, and platform fees, unless the order itself qualifies for a full refund due to an error on our part.
• Tips provided to delivery drivers or staff.
• Orders where the customer provided an incorrect delivery address or could not be reached for delivery.
• Food items that have been substantially consumed (more than 50% eaten) before a complaint is raised, except in cases involving genuine food safety concerns.
• Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, etc.) — refund requests for third-party platform orders must be directed to the respective platform, as Hangry Joe's does not control third-party billing systems.
• Dissatisfaction based on personal taste preferences when the food was correctly prepared according to the menu description and your order specifications.

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

To submit a refund request, please follow the steps outlined below:

1. Step 1 — Gather Your Information: Locate your order confirmation number, the date and time of your order, and any evidence of the issue (such as photographs of incorrect, missing, or poor-quality food).
2. Step 2 — Contact Us: Reach out to our customer service team via email at [email protected] or through the contact form available on our website at hangryjoes-eat.click. You may also visit us directly at our location.
3. Step 3 — Provide Details: In your message, include the following: your full name, order confirmation number, date and time of the order, a description of the issue, and any supporting photographs or documentation.
4. Step 4 — Review and Verification: Our customer service team will review your request and may contact you for additional information. This review process typically takes 1 to 3 business days.
5. Step 5 — Decision Notification: You will receive an email notification informing you of our decision. If your refund is approved, we will outline the refund method and expected processing time.
6. Step 6 — Refund Issuance: If approved, your refund will be processed according to the timeframes specified in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on the original payment method used for the order:

Please note that while Hangry Joe's processes refunds promptly upon approval, the actual time for the refund to appear in your account is subject to your financial institution's processing timelines, which are outside of our control. If you have not received your refund within the stated timeframe, we recommend contacting your bank or payment provider directly before reaching out to us.

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Hangry Joe's may issue a partial refund under the following conditions:

• Only a portion of the items in your order were incorrect, missing, or of unacceptable quality, and the remaining items were satisfactory.
• The food quality was partially compromised but the order was still largely acceptable.
• A delivery delay only affected a portion of the items (e.g., some items arrived cold while others were acceptable).
• A discount, coupon, or promotional credit was applied to the order, and the refund will reflect the actual amount paid for the affected items.

The amount of a partial refund will be calculated based on the individual price of the affected items, including applicable taxes. Delivery fees will only be refunded in cases where the entire order was undeliverable or not delivered at all.

8. Exchange Policy

In lieu of a monetary refund, Hangry Joe's may, at its discretion, offer an exchange or replacement for affected items under the following conditions:

• The issue is identified promptly (ideally within 30 minutes of receipt for in-store or pickup orders).
• The replacement item is available and can be prepared without unreasonable delay.
• The customer is able to return the incorrect item (for in-store purchases) or provide photographic evidence of the issue (for delivery orders).

For delivery orders, we are unable to physically exchange items in most circumstances; however, we may offer a replacement on your next order or issue store credit of equivalent value. Exchanges are subject to availability and are offered at the discretion of Hangry Joe's management. Exchanges do not extend the refund eligibility window.

9. Cancellation Policy

We understand that plans change. Our cancellation policy is as follows:

9.1 Online and App Orders

• Before Preparation Begins: If you cancel your order before our kitchen has begun preparing it, you are entitled to a full refund of the amount paid. Cancellations at this stage must be made immediately after placing the order by contacting us at [email protected].
• After Preparation Has Begun: If your order is already being prepared when you request a cancellation, we are unable to offer a full refund. Depending on the stage of preparation, a partial refund or store credit may be offered at management's discretion.
• After Order Is Ready or Out for Delivery: No refund will be issued for cancellations made after the order has been completed and dispatched for delivery or made available for pickup.

9.2 Catering and Large Group Orders

For catering orders or large group orders (typically orders exceeding $150 in value), the following cancellation terms apply:

• Cancellation 48+ hours before the scheduled time: Full refund.
• Cancellation 24 to 48 hours before the scheduled time: 50% refund or full store credit.
• Cancellation less than 24 hours before the scheduled time: No refund. A store credit of 25% of the order value may be offered at management's discretion.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, Hangry Joe's encourages you to follow the dispute resolution steps outlined below:

10.1 Internal Review

First, contact our customer service team at [email protected] and request that your case be escalated to a senior manager for further review. Please include all relevant documentation, your original refund request details, and your reason for disputing the initial decision. Our management team will respond within 5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your credit or debit card issuer through the chargeback process. If you believe you have been unfairly charged and have been unable to resolve the matter directly with Hangry Joe's, you may contact your bank or card issuer to initiate a chargeback. We encourage customers to attempt resolution with us before initiating a chargeback, as we are committed to finding a fair resolution.

10.3 Consumer Protection Resources

Customers who feel their rights have been violated may also contact the following consumer protection agencies:

• Federal Trade Commission (FTC): www.ftc.gov — for complaints related to deceptive or unfair business practices.
• Better Business Bureau (BBB): www.bbb.org — for filing a business complaint.
• Your state's Attorney General Office for state-specific consumer protection issues.

10.4 Governing Law

This Refund Policy is governed by the laws of the United States and the applicable state in which Hangry Joe's operates. Any disputes not resolved through the above processes may be subject to binding arbitration or litigation in the appropriate jurisdiction, in accordance with our Terms of Service.

11. Changes to This Refund Policy

Hangry Joe's reserves the right to modify, update, or revise this Refund Policy at any time. Any changes will be posted on our website at hangryjoes-eat.click with the updated effective date prominently displayed at the top of the page. We encourage customers to review this policy periodically. Your continued use of our services following any changes constitutes your acceptance of the revised policy.

12. Contact Information for Refund Requests

If you have any questions about this Refund Policy or wish to submit a refund request, please contact us using the information below:

This Refund Policy was last reviewed and updated on May 6, 2026. It supersedes all previous versions of the Hangry Joe's Refund Policy.