Refund Policy

At Hangry Joe's, we are committed to delivering a satisfying dining experience with every order. We understand that issues can occasionally arise, and this Refund Policy outlines your rights and our obligations when things don't go as planned. Please read this policy carefully before placing an order through our website at hangryjoes-meal.rest.

By placing an order with Hangry Joe's, you agree to the terms set forth in this Refund Policy. This policy is governed by the laws of the United States, including applicable consumer protection regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

1. Our Commitment to Customer Satisfaction

Hangry Joe's takes great pride in the quality of our food and the reliability of our service. We work hard to ensure every meal is prepared correctly, packaged carefully, and delivered in excellent condition. However, we recognize that errors can occur — whether in the preparation of your order, the delivery process, or elsewhere — and we are dedicated to making things right when they do.

This policy applies to all orders placed through our website, hangryjoes-meal.rest, including delivery orders, pickup orders, and any catering or special event orders placed online. If you have a concern about an order, we encourage you to contact us as soon as possible so we can resolve the matter promptly.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if one or more of the following conditions apply to your order:

• You received an incorrect item or items that were not part of your original order.
• Your order arrived in a condition that was clearly unsatisfactory, such as food that was spoiled, cold when it should have been hot, improperly prepared, or unsafe for consumption.
• A significant portion of your order was missing upon delivery or pickup.
• Your order was never delivered, and the carrier or delivery service cannot confirm delivery.
• A duplicate charge was applied to your payment method for a single order.
• A technical error on our website resulted in an unintended or incorrect charge.
• You successfully cancelled your order within the eligible cancellation window (see Section 8).

To be considered for a refund, you must meet the eligibility criteria and submit your refund request within the applicable timeframe described in Section 3 below. Hangry Joe's reserves the right to review each request on a case-by-case basis and may request photographic evidence, a description of the issue, or other supporting information before processing a refund.

3. Timeframes for Refund Requests

Timeliness is important when reporting an issue with a food order. Due to the perishable nature of food products, refund requests must be submitted within the following timeframes:

Refund requests submitted outside of these windows may not be honored. We strongly encourage you to inspect your order immediately upon receipt and contact us right away if there is a problem.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. Please be aware of the following non-refundable situations:

• Change of mind: Refunds will not be issued simply because you changed your mind about an order after it was prepared or dispatched.
• Incorrect delivery address: If an order was not delivered due to an incorrect or incomplete address provided by the customer, a refund will not be issued.
• Customer unavailability: If a delivery attempt was made and no one was available to receive the order, and the order was left as instructed or returned, a refund may not be available.
• Customization errors by the customer: If a food item was prepared exactly as specified by the customer but the customer is dissatisfied with the result of their own customizations, a refund will not be issued.
• Consumed orders: If a significant portion of an order has been consumed before a complaint is raised without a valid health or safety concern, refunds may be denied.
• Promotional or complimentary items: Items received as part of a promotion, discount, or complimentary offer are not eligible for cash refunds.
• Delivery fees: Delivery fees are generally non-refundable unless the delivery was not completed due to an error on our part.
• Tips and gratuity: Tips or gratuity charged at the time of checkout are non-refundable once the order has been dispatched.

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

Follow these steps to submit a refund request with Hangry Joe's:

1. Step 1 — Document the Issue: Before contacting us, take clear photographs of the problem (e.g., the incorrect item, missing food, damaged packaging, or spoiled product). This documentation will help us process your request faster.
2. Step 2 — Gather Your Order Information: Locate your order confirmation email or receipt. You will need your order number, the date and time of your order, the items you ordered, and the amount charged.
3. Step 3 — Contact Us: Reach out to our customer support team via email at [email protected] or through the contact form available on our website at hangryjoes-meal.rest. Please use the subject line: "Refund Request — [Your Order Number]".
4. Step 4 — Provide Details: In your message, include the following information:
   • Full name and contact information
   • Order number and date of order
   • A clear description of the problem
   • Photographs or other supporting evidence (if applicable)
   • Your preferred resolution (full refund, partial refund, or replacement)
5. Step 5 — Await Our Response: Our customer support team will review your request and respond within 1–3 business days. We may contact you for additional information if needed.
6. Step 6 — Refund Confirmation: If your refund request is approved, we will notify you via email with confirmation of the refund amount and the expected processing timeline.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on the payment method you used when placing your order. Please refer to the table below for estimated processing times:

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 in the following circumstances:

• Only a portion of your order was incorrect or missing, and the remainder was delivered and satisfactory.
• Food quality was below standard for only one item in a multi-item order.
• An order was delivered late, causing inconvenience but not rendering the food inedible or unusable.
• You chose to keep and consume a portion of an unsatisfactory order rather than returning it.
• A promotional discount was applied to the original order, and the refund reflects the actual amount paid for the affected items.

The amount of any partial refund will be determined at the discretion of Hangry Joe's based on the nature of the issue, the value of the affected items, and any evidence provided. We aim to be fair and transparent in all partial refund decisions, and we will communicate clearly with you regarding the refund amount before processing.

8. Cancellation Policy

We understand that plans can change. Here is our cancellation policy for orders placed through hangryjoes-meal.rest:

8.1 Standard Delivery and Pickup Orders

You may cancel a standard food order for a full refund if the cancellation is made within 5 minutes of placing the order, provided that the kitchen has not yet begun preparing your food. Once food preparation has started, cancellations may not be accepted, or a cancellation fee may apply.

8.2 Scheduled Orders

If you placed a scheduled order (for a future date or time), you may cancel your order up to 2 hours before the scheduled pickup or delivery time for a full refund. Cancellations made within 2 hours of the scheduled time may result in a partial refund or no refund, depending on how far along the preparation is.

8.3 Catering and Large Group Orders

Catering orders or orders for large groups may be subject to different cancellation terms outlined at the time of booking. In general:

• Cancellations made more than 48 hours before the scheduled event time are eligible for a full refund.
• Cancellations made between 24 and 48 hours before the scheduled event time are eligible for a 50% refund.
• Cancellations made within 24 hours of the scheduled event time are not eligible for a refund, as ingredients and labor will have already been committed.

To cancel an order, please contact us immediately via email at [email protected] or through our website contact form. Please include your order number and the reason for cancellation.

9. Exchange Policy

Due to the perishable nature of food, Hangry Joe's does not offer traditional product exchanges in the same manner as retail businesses. However, we understand that sometimes a replacement is the best solution.

In cases where your order was incorrect or a specific item was unsatisfactory, we may, at our discretion, offer to:

• Resend the correct item at no additional charge during the same delivery window, if operationally feasible.
• Issue store credit equivalent to the value of the affected item, which can be applied toward a future order on hangryjoes-meal.rest.
• Arrange for a complimentary item to be included with your next order.

Replacement options are subject to availability and operational constraints. To request a replacement, please follow the refund request process outlined in Section 5 and indicate that you would prefer a replacement rather than a refund, where applicable.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, or if a dispute arises regarding a charge, order, or the application of this policy, Hangry Joe's encourages you to follow the dispute resolution steps below:

10.1 Internal Review

As a first step, please contact our customer support team at [email protected] and request that your case be escalated to a senior team member for review. Please include all prior correspondence and any additional supporting information. We will respond to escalated disputes within 3–5 business days.

10.2 Chargeback Rights

If you paid by credit or debit card and believe you have been charged incorrectly, you have the right to dispute the charge with your bank or card issuer. Under the Fair Credit Billing Act (FCBA) and other applicable federal regulations, you may be entitled to file a chargeback. We encourage you to contact us first, as we are committed to resolving issues directly and promptly. However, we respect your right to pursue a chargeback if you are unable to reach a satisfactory resolution with us.

10.3 FTC Complaint

If you believe our practices are unfair or deceptive, you have the right to file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or by calling 1-877-382-4357. The FTC enforces consumer protection laws and investigates reports of unfair business practices across the United States.

10.4 Informal Mediation

For disputes that cannot be resolved through internal channels, Hangry Joe's is open to engaging in good-faith informal mediation before pursuing formal legal action. Please contact us to discuss this option.

11. Fraudulent Refund Requests

12. Changes to This Refund Policy

Hangry Joe's reserves the right to update or modify 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 to stay informed of any updates. Your continued use of our website and services after any changes are posted constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund requests, questions about this policy, or any other concerns related to your order, please contact the Hangry Joe's customer support team using the information below: