Refund Policy

At Hangry Joe's, we are committed to delivering high-quality food and a satisfying customer experience every time you place an order. We understand that issues can occasionally arise, and this Refund Policy outlines your rights, our obligations, and the procedures we follow to resolve refund-related matters fairly and efficiently. Please read this policy carefully before placing an order through our website at hangryjoes-eat.top.

This policy applies to all food orders, catering services, and any other purchases made through our platform. By placing an order with Hangry Joe's, you agree to the terms outlined in this Refund Policy. If you have any questions before ordering, please contact us at [email protected].

1. Our Commitment to Customer Satisfaction

Hangry Joe's takes pride in the quality of every meal we prepare and deliver. We use fresh ingredients, follow strict food safety standards, and work hard to ensure that every order meets your expectations. However, we recognize that mistakes happen — wrong items may be packed, food quality may occasionally fall short, or orders may arrive in an unsatisfactory condition. In such cases, we are fully committed to making things right.

This Refund Policy is designed to be transparent, fair, and consistent with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive practices in commerce.

2. Eligibility Conditions for Refunds

To be eligible for a refund from Hangry Joe's, your situation must meet one or more of the following conditions:

• Incorrect Order: You received items that were 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 was visibly spoiled, undercooked, overcooked, or otherwise unfit for consumption upon receipt.
• Damaged Packaging: The food was delivered in packaging that was severely damaged, compromising the safety or quality of the food inside.
• Order Not Delivered: Your delivery order was never received, and our records confirm it was not delivered to your address.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Allergy Violations: Your order contained an ingredient you specifically requested be excluded due to a food allergy or dietary restriction, and this exclusion was confirmed in your order notes.

3. Timeframes for Refund Requests

To ensure prompt resolution, refund requests must be submitted within the following timeframes:

Refund requests submitted outside of these timeframes may not be honored. We strongly encourage you to inspect your order immediately upon receipt and contact us as soon as possible if you identify an issue.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds under this policy. These include:

• Orders where the food has been partially or fully consumed and the complaint is based solely on personal taste preference.
• Customization errors caused by incorrect information provided by the customer at the time of ordering (e.g., wrong address, incorrect item selection).
• Delivery fees and service charges in cases where the food was successfully delivered but a minor issue is reported.
• Orders affected by circumstances beyond our control, such as extreme weather, natural disasters, or third-party delivery service failures not attributable to Hangry Joe's.
• Promotional, discounted, or complimentary items provided as part of a special offer or loyalty reward.
• Requests made after the applicable refund window has expired.
• Catering deposits that have already been applied toward food preparation and ingredient procurement.

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

Submitting a refund request with Hangry Joe's is straightforward. Please follow these steps to ensure your claim is processed as quickly as possible:

1. Step 1 — Gather Your Information: Before contacting us, have the following ready:
   • Your full name and contact information
   • Your order number or confirmation email
   • The date and time of your order
   • A description of the issue
   • Photographs of the food or packaging (if applicable)
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: hangryjoes-eat.top
   In your email, please use the subject line: "Refund Request — [Your Order Number]"
3. Step 3 — Provide Supporting Evidence: Attach any relevant photos, screenshots, or documentation that supports your claim. Clear photographic evidence of incorrect, missing, or damaged food items significantly speeds up the review process.
4. Step 4 — Await Confirmation: Our team will acknowledge receipt of your request within 1–2 business days and may follow up with additional questions if needed.
5. Step 5 — Resolution: Once reviewed, we will notify you of our decision via email. If your refund is approved, we will process it according to the timelines described in Section 6 of this policy.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, the actual time for the funds to appear in your account may vary depending on your financial institution or payment provider. Hangry Joe's is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

In some situations, a full refund may not be appropriate, and Hangry Joe's reserves the right to issue a partial refund at our discretion. Partial refunds may be applied in the following circumstances:

• Only some items in your order were incorrect, missing, or unsatisfactory — a refund will be issued for the affected items only.
• The food quality issue affected only a portion of your order, while the rest of the meal was delivered correctly and in good condition.
• A delivery delay significantly impacted your experience, but the order was ultimately received.
• Catering orders where partial services were rendered as agreed upon before a cancellation or dispute occurred.
• Promotional discounts were applied to the original order, in which case the refund will reflect the actual amount paid for the affected item(s).

Partial refund amounts will be communicated clearly in our resolution email, along with the reasoning for the determination.

8. Exchange Policy

In certain cases, rather than issuing a monetary refund, Hangry Joe's may offer to replace your order or provide a store credit equivalent to the value of the affected items. Exchanges or replacements are subject to the following conditions:

• The replacement offer is available only for in-store pickup and local delivery orders and must be redeemed within 48 hours of the original order.
• Replacement orders are subject to availability. If an item is no longer available, we will offer a comparable substitute or a store credit.
• Store credits issued as part of our exchange or resolution process are non-transferable, have no cash value, and must be used within 90 days of issuance.
• We reserve the right to offer a replacement or store credit in lieu of a monetary refund for minor quality complaints where the issue does not constitute a complete order failure.

9. Cancellation Policy

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

9.1 Standard Orders

• Orders may be cancelled within 5 minutes of being placed, provided that food preparation has not yet begun. To cancel, contact us immediately at [email protected].
• Once food preparation has begun, cancellations are not accepted, and no refund will be issued.
• If a cancellation is processed successfully before preparation begins, a full refund will be issued to your original payment method.

9.2 Catering and Large Group Orders

• Catering orders cancelled more than 72 hours before the scheduled date will receive a full refund, minus any non-refundable deposit.
• Catering orders cancelled between 24 and 72 hours before the scheduled date will receive a 50% refund of the total order value.
• Catering orders cancelled less than 24 hours before the event are non-refundable, as ingredients and preparation resources will have already been committed.

9.3 Scheduled or Pre-Orders

Pre-orders and scheduled orders may be cancelled or modified up to 2 hours before the scheduled pickup or delivery time. Cancellations within 2 hours of the scheduled time will not be eligible for a refund.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Hangry Joe's provides a structured dispute resolution process to ensure that all customers receive fair consideration.

10.1 Internal Appeal

You may appeal our initial decision by replying to your refund resolution email within 7 business days of receiving our decision. Please include any additional evidence or information that was not submitted with your original request. Our senior customer service team will review the appeal and provide a final decision within 5 business days.

10.2 Chargeback and Third-Party Dispute

If you believe you have been wrongfully charged and our internal resolution has not adequately addressed your concern, you may file a dispute directly with your credit card company, bank, or payment provider. Under the Fair Credit Billing Act (FCBA), you have the right to dispute unauthorized or incorrect charges with your card issuer.

We request that you contact us first before initiating a chargeback, as we are committed to resolving legitimate issues quickly and directly.

10.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may also contact the following regulatory bodies:

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

11. Food Safety Concerns

If you believe that food you received from Hangry Joe's caused illness or posed a serious food safety risk, please contact us immediately at [email protected]. In addition to initiating a refund review, we will investigate the matter internally and take appropriate action to ensure the safety of all our customers.

You also have the right to report food safety concerns to your local or state health department, as well as to the U.S. Food and Drug Administration (FDA) at www.fda.gov.

12. Policy Modifications

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

13. Contact Information for Refund Requests

For all refund inquiries, cancellations, complaints, or questions related to this policy, please reach out to our customer support team using the details below. We aim to respond to all inquiries within 1–2 business days.