Refund Policy

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

1. Introduction

At Hangry Joe's, we are committed to delivering fresh, high-quality food and an exceptional customer experience with every order. We understand that situations may arise where an order does not meet your expectations, was prepared incorrectly, or was not delivered as promised. This Refund Policy outlines your rights, our obligations, and the procedures we follow to address refund and compensation requests in a fair, transparent, and timely manner.

By placing an order with Hangry Joe's through our website at fresh-hangryjoes.rest or any other ordering channel, you agree to the terms described in this policy. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act), and any applicable state-level regulations.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if one or more of the following conditions are met:

• Your order was never received due to a delivery failure caused by Hangry Joe's or a delivery partner acting on our behalf.
• Your order was significantly incorrect — for example, you received the wrong items, or items were missing from your order.
• The food received was of unacceptable quality, including but not limited to food that was spoiled, undercooked, contained foreign objects, or presented a food safety concern.
• Your order was cancelled by Hangry Joe's before preparation began or was unable to be fulfilled due to operational reasons on our end.
• You were charged multiple times for the same order due to a payment processing error.
• A promotional discount or coupon was not applied correctly and you were overcharged as a result.

Refund eligibility is assessed on a case-by-case basis. Hangry Joe's reserves the right to request supporting documentation such as photographs of the food received, order confirmation numbers, or other relevant evidence before approving a refund.

3. Non-Refundable Items and Situations

Not all situations qualify for a refund. The following are generally not eligible for a refund:

4. Refund Request Timeframes

To be considered for a refund, your request must be submitted within the following timeframes:

• Missing or incorrect items: Report within 2 hours of receiving your order.
• Food quality or safety concerns: Report within 4 hours of receiving your order. If there is a food safety issue, please contact us immediately.
• Non-delivery issues: Report within 24 hours of the expected delivery or pickup time.
• Billing errors or duplicate charges: Report within 7 business days of the transaction date.
• Promotional pricing errors: Report within 48 hours of placing the order.

We strongly encourage customers to inspect their orders upon receipt and contact us as soon as possible if there is an issue. Prompt reporting allows us to investigate effectively and resolve your concern efficiently.

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

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

1. Gather Your Information: Before reaching out, collect the following details:
   • Your order confirmation number or receipt
   • The date and time your order was placed and received
   • A description of the issue
   • Photographs of the food, packaging, or receipt if applicable
2. Contact Us Directly: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: fresh-hangryjoes.rest
3. Provide Details: In your message, clearly state:
   • Your full name and contact information
   • Your order number
   • The specific issue you experienced
   • Your preferred resolution (refund, replacement, or credit)
4. Submit Supporting Evidence: Attach any photos, screenshots, or other documentation that supports your claim. This helps us process your request more quickly and accurately.
5. Await Confirmation: Our team will acknowledge your request within 1 business day. We may follow up with additional questions to complete our review.
6. Receive a Decision: You will receive a final decision on your refund request within 3–5 business days of submission, depending on the complexity of your case.

6. Refund Processing Times by Payment Method

Once a refund has been approved, 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 credit may take additional time to appear on your statement depending on your financial institution's policies. Hangry Joe's is not responsible for delays caused by banks or payment processors once the refund has been initiated on our side.

7. Partial Refunds

In some circumstances, a partial refund may be issued rather than a full refund. Partial refunds apply when:

• Only certain items in your order were missing or incorrect, while other items were received as expected.
• The food quality issue affected only part of your order.
• A discount or coupon should have been applied and the overcharge was limited to a specific portion of your total.
• Delivery fees, taxes, or service charges are non-refundable, and only the food portion is eligible for return.
• The issue reported is deemed partially within the customer's control (e.g., incorrect customization requested by the customer).

The amount of a partial refund will be determined at the discretion of our customer service team, based on the specifics of each individual situation. We will always communicate the rationale behind any partial refund decision.

8. Exchange Policy

Due to the perishable nature of food products, traditional product exchanges are not always feasible. However, Hangry Joe's offers the following alternatives as a form of exchange:

• Order Replacement: If your order was incorrect or significantly flawed and you are still at or near the location, we may be able to prepare and deliver or provide a corrected order at no additional charge, subject to operational availability and timing.
• Store Credit: In cases where a direct replacement is not possible, we may offer store credit equivalent to the value of the affected items. Store credit can be applied to a future order placed through fresh-hangryjoes.rest.
• Complimentary Item: For minor issues that do not warrant a full refund or replacement, we may offer a complimentary item on your next order as a gesture of goodwill.

Exchange requests are subject to the same eligibility conditions and timeframes as standard refund requests. Please contact us using the steps outlined in Section 5 to discuss your exchange options.

9. Cancellation Policy

We understand that plans change. Here is how our cancellation policy works depending on the stage of your order:

9.1 Before Order Preparation Begins

If you need to cancel your order and preparation has not yet started, you may be eligible for a full refund. Please contact us immediately by email at [email protected] with your order number. Cancellation requests must be made as quickly as possible, as our kitchen begins preparation shortly after order confirmation.

9.2 After Order Preparation Has Begun

Once food preparation has begun, cancellations are generally not accepted, and a refund may not be available. In exceptional circumstances, we may offer store credit at our discretion.

9.3 Scheduled / Advance Orders

For orders placed in advance or scheduled for a future date or time, cancellations must be submitted at least 2 hours before the scheduled preparation time to qualify for a full refund.

9.4 Cancellations by Hangry Joe's

In rare cases, we may need to cancel your order due to ingredient unavailability, operational issues, or unforeseen circumstances. If Hangry Joe's cancels your order, you will receive a full refund to your original payment method within the timeframes noted in Section 6, along with a notification explaining the reason for the cancellation.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to escalate the matter through the following process:

1. Step 1 — Internal Review: Contact our customer support team again and request that your case be escalated to a supervisor or manager. Provide any additional information or documentation that you believe is relevant. Email us at [email protected] with the subject line "Refund Escalation — [Your Order Number]".
2. Step 2 — Written Complaint: If your concern remains unresolved after escalation, you may submit a formal written complaint. Our management team will review all formal complaints within 7 business days and provide a written response.
3. Step 3 — External Consumer Protection Resources: If you believe your consumer rights have been violated, you may contact the following external bodies:
   • Federal Trade Commission (FTC): www.ftc.gov — for issues related to deceptive practices or billing fraud.
   • Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov — for payment and billing-related disputes.
   • Your State Attorney General's Office — for state-level consumer protection complaints.
   • Better Business Bureau (BBB): www.bbb.org — for general business complaints and mediation.
4. Step 4 — Chargeback Through Your Bank: If you paid by credit or debit card and believe you have been wrongfully charged, you have the right to dispute the charge with your card issuer. Please be aware that initiating a chargeback while a refund request is actively being processed by us may complicate resolution. We recommend contacting us first.

11. Food Safety Concerns

If you believe that food received from Hangry Joe's caused illness or posed a serious food safety risk, please take the following steps immediately:

• Seek appropriate medical attention if needed.
• Preserve any remaining food and packaging for potential inspection.
• Contact us immediately at [email protected] with details of the concern.
• You may also report food safety concerns to your local health department or the U.S. Food and Drug Administration (FDA) at www.fda.gov.

Food safety complaints are treated with the highest priority and are investigated immediately. Refunds related to confirmed food safety issues will be processed as a matter of urgency.

12. Policy Updates

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

13. Contact Information

For all refund requests, questions about this policy, or any other customer service matters, please contact us through the following channels: