Refund Policy

Last Updated: May 2, 2026

1. Introduction

At Hangry Joe's, we take great pride in the quality of our food and the satisfaction of every customer. We understand that sometimes things do not go as planned, and we are committed to making every experience as smooth and satisfying as possible. This Refund Policy outlines your rights, our obligations, and the procedures in place to address issues related to refunds, exchanges, cancellations, and disputes.

We operate in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state-level consumer protection statutes. If you reside in California, additional rights may apply to you under the California Consumer Privacy Act (CCPA/CPRA) and California's consumer protection regulations.

2. Eligibility Conditions for Refunds

We want every customer to enjoy their experience with Hangry Joe's. A refund may be issued under the following conditions:

• You received an incorrect item that does not match your order.
• Your order arrived in a condition that was spoiled, damaged, or unfit for consumption.
• Your order was significantly delayed beyond the quoted delivery or pickup time, and you no longer wish to receive it.
• A duplicate charge was applied to your payment method due to a technical or processing error.
• An item you ordered was listed as available but was out of stock or unavailable at the time of preparation.
• Your order was never delivered and cannot be confirmed as received by our delivery records.

To be eligible for a refund, you must contact us within the timeframes specified in Section 3 below. Refund requests submitted outside these windows may not be honored at our discretion.

3. Timeframes for Refund Requests

To ensure timely resolution, please adhere to the following timeframes when submitting a refund request:

We strongly encourage customers to inspect their orders upon receipt and report any issues as soon as possible. Delayed reporting may affect our ability to verify the claim and process a refund appropriately.

4. Non-Refundable Items and Services

Not all purchases are eligible for a refund. The following items and circumstances are generally non-refundable:

• Orders that have been consumed in full or in part without reported issues at the time of consumption.
• Requests based solely on a change of mind after the order has been prepared or dispatched.
• Customized or special-request items that were prepared as specified by the customer.
• Promotional, discounted, or free items received as part of a deal, combo, or loyalty reward.
• Delivery fees, service charges, or platform fees that were disclosed at checkout.
• Orders where the customer provided an incorrect delivery address and the order was delivered to that address.
• Items that were refused at delivery without a valid documented reason.

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

Follow these steps to submit a refund request efficiently:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your full name and contact details
   • Order number or confirmation code
   • Date and time the order was placed and received
   • Clear description of the issue
   • Photographs of the food or packaging (if the issue relates to quality, damage, or incorrect items)
2. Contact Us: Reach out to our customer support team via email at [email protected] or through the contact form available on hangry-joes.digital. Include all the information gathered in Step 1.
3. Submit Your Request: Use the subject line: "Refund Request – [Your Order Number]". This helps our team prioritize and locate your order quickly.
4. Await Acknowledgment: You will receive an acknowledgment email within 1–2 business days confirming we have received your request.
5. Review Process: Our team will review the details of your claim, which may include verifying order records, contacting delivery partners, and reviewing any submitted evidence. This process typically takes 2–5 business days.
6. Resolution: Once our review is complete, you will be notified of the outcome. If approved, the refund will be processed according to the timelines in Section 6. If your request is partially approved or denied, we will provide a clear explanation.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time varies depending on your original payment method:

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

7. Partial Refunds

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

• Only specific items in the order were incorrect, missing, or of unsatisfactory quality, while the remainder of the order was accurate and acceptable.
• The reported issue affected only a portion of a multi-item order.
• The order was partially consumed before the issue was identified, and only the remaining unconsumed portion is in question.
• A delivery delay affected part of an order (for example, a staged multi-course delivery).
• Promotional discounts or credits were already applied to the original transaction, affecting the refundable base amount.

The partial refund amount will be calculated based on the value of the affected items as listed on your order confirmation. Our team will communicate the exact refund amount before processing.

8. Cancellation Policy

We begin preparing orders promptly after they are received. Therefore, our ability to cancel an order is time-sensitive. The following rules apply:

8.1 Online and Delivery Orders

• Cancellations requested within 5 minutes of placing the order may be eligible for a full refund, provided preparation has not yet begun.
• Cancellations requested after preparation has started will be reviewed on a case-by-case basis. A partial refund may be issued for unprocessed portions of the order.
• Once an order has been dispatched for delivery, it cannot be cancelled. You may still contact us to report an issue upon receipt.

8.2 Catering and Pre-Orders

• Catering or large group orders cancelled 48 hours or more in advance of the scheduled delivery or pickup time are eligible for a full refund.
• Cancellations made between 24 and 48 hours in advance may receive a 50% refund due to preparation costs already incurred.
• Cancellations made less than 24 hours before the scheduled time are generally non-refundable, as ingredients and preparation resources will have been committed.

To cancel an order, contact us immediately at [email protected] with your order number and cancellation request. Speed is essential, as preparation timelines are short.

9. Exchange Policy

Because food is a perishable and consumable product, traditional product exchanges are not applicable in the same way as non-food retail. However, we do offer the following accommodations:

• If you received a wrong item, we will arrange for the correct item to be prepared and delivered or made available for pickup, subject to availability and reasonable geographic feasibility.
• In cases where a replacement is not logistically possible (for example, due to closing hours or distance), a full refund or store credit for the affected item will be issued instead.
• We do not accept exchanges based on personal preference or a change of mind after the order has been prepared as requested.
• For allergen-related issues where the wrong preparation was used, we will prioritize a safe and prompt resolution, which may include a replacement or refund depending on the situation.

10. Dispute Resolution Process

We are committed to resolving all refund and order-related disputes fairly and transparently. If you are unsatisfied with the outcome of your refund request, the following process applies:

10.1 Internal Escalation

If you believe your refund request was handled incorrectly or unfairly, you may request an escalation by emailing [email protected] with the subject line: "Refund Dispute Escalation – [Your Order Number]". Please include the original request details and your reason for disputing the decision. A senior member of our team will review your case within 5–7 business days.

10.2 Chargeback and Payment Disputes

We encourage customers to contact us directly before initiating a chargeback through their bank or payment provider. Most issues can be resolved more quickly through direct communication. If a chargeback is initiated without prior contact, it may delay the resolution process. We will cooperate fully with any payment dispute investigation initiated by your financial institution.

10.3 Consumer Protection Agencies

If you feel your consumer rights have been violated, you may also file a complaint with the following bodies:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Office for local consumer protection enforcement

10.4 Binding Arbitration

Any unresolved disputes arising from this Refund Policy or your use of Hangry Joe's services shall be resolved through binding arbitration in accordance with the rules of the American Arbitration Association (AAA), conducted in the United States. You agree to waive any right to a jury trial or class action lawsuit with respect to any such dispute, to the fullest extent permitted by applicable law.

11. Modifications to This Policy

Hangry Joe's reserves the right to update, amend, or modify this Refund Policy at any time. Changes will be effective immediately upon posting to hangry-joes.digital. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the revised policy.

12. Contact Information

For all refund requests, cancellations, or questions regarding this policy, please contact our customer support team through any of the following channels: