Refund Policy

Effective Date: June 14, 2026 | Last Updated: June 14, 2026

1. Overview

At Hangry Joe's, we are deeply committed to delivering a satisfying and high-quality food experience to every customer. We understand that issues can occasionally arise, and we want to make sure that when they do, you have a clear and fair process for seeking resolution.

This Refund Policy outlines your rights and our responsibilities regarding refunds, cancellations, exchanges, and disputes for all food orders and related purchases made through our website at fresh-hangryjoes.click. By placing an order with us, you agree to the terms outlined in this policy.

Our policy is designed to comply with applicable United States consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) Act and applicable state consumer protection statutes.

2. Eligibility Conditions for Refunds

We evaluate each refund request on a case-by-case basis. However, refunds are generally available under the following conditions:

• Incorrect Order: You received items that are different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food you received was spoiled, contaminated, undercooked, or otherwise did not meet reasonable food safety or quality standards.
• Allergic Reactions Due to Incorrect Preparation: If an allergy was clearly noted in your order and we failed to accommodate it, resulting in the delivery of an allergen-containing item.
• Order Not Delivered: Your delivery order was never received and cannot be verified as delivered by our delivery confirmation system.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Service Failure: Significant delays or failures on our part that substantially impacted your order experience.

Refunds will not be issued based solely on a change of preference, general dissatisfaction without a substantiated reason, or issues caused by incorrect information provided by the customer at the time of ordering.

3. Timeframes for Refund Requests

Timeliness is critical when it comes to food-related refund requests, given the perishable nature of our products. Please adhere to the following timeframes:

We strongly encourage customers to contact us as soon as possible after identifying an issue. Requests submitted outside these timeframes may not be eligible for a full refund and will be reviewed at our discretion.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Items that have been fully consumed or substantially consumed before a complaint is submitted.
• Orders where the customer provided incorrect delivery address information.
• Orders refused at the time of delivery without a valid, documented reason.
• Promotional or complimentary items provided free of charge.
• Digital gift cards or promotional credits once redeemed.
• Orders cancelled after preparation has begun (subject to our cancellation policy below).
• Delivery fees (except in cases of non-delivery due to our error).
• Service fees or platform processing fees charged by third-party delivery providers.
• Customization surcharges for special dietary requests that were fulfilled as specified.

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

To initiate a refund request, please follow these steps:

1. Gather Your Order Information: Locate your order confirmation number, the date and time of the order, and the specific items in question. Having photos of the issue (e.g., incorrect item, damaged packaging, food quality) will significantly support your claim.
2. Contact Us Directly: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: fresh-hangryjoes.click
3. Provide Required Details: In your communication, include the following:
   • Full name and contact information
   • Order confirmation number
   • Date and time of the order
   • Description of the issue
   • Photographic evidence (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
4. Await Confirmation: You will receive an acknowledgment of your request within 1 business day. Our team will review your submission and may follow up with additional questions.
5. Resolution Decision: We aim to provide a resolution decision within 3–5 business days of receiving all necessary information. You will be notified of the outcome via email.
6. Refund Issuance: If your refund is approved, it will be processed according to the timelines outlined in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to reflect in your account depends on your original payment method:

Please note that while we process refunds promptly on our end, the time for funds to appear in your account is also subject to your bank or financial institution's internal processing policies, which are beyond our control. If you have not received your refund within the stated timeframe, we recommend contacting your bank 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 circumstances:

• Only certain items in an order were missing or incorrect, while others were delivered as requested.
• The food quality issue affected only a portion of the order.
• A cancellation was requested after partial preparation of the order had already begun.
• Delivery was delayed but eventually completed, and the delay caused only minor inconvenience.
• A promotional discount was applied to the original order that affects the refundable amount.

The amount of any partial refund will be calculated based on the value of the affected items or services, minus any applicable discounts, fees, or non-refundable components. Partial refund amounts will be clearly communicated to you before processing.

8. Exchange Policy

Due to the perishable nature of food products, traditional item exchanges are not always possible. However, Hangry Joe's offers the following exchange options where feasible:

• Order Replacement: In cases where food quality, safety, or accuracy issues are verified, we may offer to prepare and deliver a replacement order at no additional cost. Replacement orders are subject to availability and operating hours.
• Store Credit Exchange: If a direct replacement is not possible or desired, we may issue store credit equivalent to the value of the affected items, which can be used on a future order.
• Item Substitution: For in-store or pickup orders, a direct item substitution may be offered immediately at the point of service, subject to ingredient and menu availability.

To request a replacement or exchange, please follow the same contact process outlined in Section 5. Replacement orders must be requested within the same timeframes that apply to refund requests.

9. Cancellation Policy

We understand that plans can change. Here is our cancellation policy for different types of orders:

9.1 Immediate Orders (Delivery or Pickup)

Once an order has been submitted and confirmed, our kitchen team begins preparation almost immediately. Therefore:

• Cancellations requested within 5 minutes of order placement may be honored with a full refund, provided preparation has not yet begun.
• Cancellations requested after 5 minutes of order placement will generally not be eligible for a refund if preparation has already commenced.
• If an order cannot be fulfilled by us due to ingredient unavailability, staffing issues, or technical errors, you will receive a full refund automatically.

9.2 Pre-Ordered or Scheduled Orders

For orders placed in advance or scheduled for a future date and time:

• Cancellations made more than 2 hours before the scheduled pickup or delivery time will receive a full refund.
• Cancellations made between 30 minutes and 2 hours before the scheduled time may be eligible for store credit only.
• Cancellations made less than 30 minutes before the scheduled time are generally not eligible for refunds as preparation will have commenced.

9.3 Catering or Large Group Orders

For catering orders or orders of significant size:

• Cancellations made more than 48 hours before the scheduled service time will receive a full refund.
• Cancellations made between 24 and 48 hours in advance may be eligible for a 50% refund or full store credit.
• Cancellations made less than 24 hours before the service time are generally non-refundable due to food preparation and resource allocation costs.

10. Dispute Resolution Process

If you are not satisfied with our initial refund decision, you have the right to escalate the matter through the following process:

1. Internal Appeal: Submit a written appeal to [email protected] with the subject line "Refund Appeal – [Your Order Number]." Include a detailed explanation of why you believe the initial decision was incorrect, along with any additional supporting evidence. Appeals will be reviewed by a senior member of our customer service team within 5 business days.
2. Chargeback Rights: If you paid by credit or debit card and believe you have been charged incorrectly, you retain the right to contact your card issuer or bank to initiate a chargeback dispute. We encourage customers to attempt resolution with us directly before pursuing chargebacks, as these can result in additional processing complications.
3. FTC Complaint: If you believe our practices violate federal consumer protection standards, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov.
4. State Consumer Protection Agencies: Depending on your state of residence, you may also have the right to file a complaint with your state's consumer protection office or attorney general's office.
5. Mediation or Arbitration: For disputes that cannot be resolved through the above channels, both parties may agree to non-binding mediation or binding arbitration as an alternative to litigation. Details of any such process will be communicated on a case-by-case basis.

11. Consumer Rights Under Applicable Law

This policy does not limit or override any consumer rights you may have under applicable federal or state law. Customers in the United States are protected by:

• The FTC Act (15 U.S.C. § 45): Prohibiting unfair or deceptive business practices, including misleading refund or return policies.
• State Consumer Protection Laws: Many states have additional consumer protection statutes that may provide broader rights than those outlined in this policy.
• Fair Credit Billing Act (FCBA): Providing protections for credit card billing disputes.
• Electronic Fund Transfer Act (EFTA): Providing protections for debit card and electronic payment disputes.

12. Changes to This Policy

Hangry Joe's reserves the right to update or modify this Refund Policy at any time. Changes will be effective upon posting to our website at fresh-hangryjoes.click. We encourage you to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the updated policy.

13. Contact Information

For all refund-related inquiries, cancellation requests, or disputes, please contact us through the following channels: