Refund Policy

Last Updated: June 14, 2026

1. Introduction

At Hangry Joe's, we are committed to delivering a satisfying and high-quality food experience to every customer. We understand that issues can occasionally arise with orders, and we want to make sure you feel confident and protected when ordering from us. This Refund Policy outlines your rights and our procedures regarding refunds, cancellations, exchanges, and dispute resolution.

This policy applies to all purchases made through our website fresh-hangryjoes.digital and any other official ordering platforms operated by Hangry Joe's. It is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any relevant state-specific regulations.

2. Eligibility Conditions for Refunds

We want every customer to receive exactly what they ordered. Refunds may be issued under the following conditions:

• Incorrect Order: You received an item that is 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, undercooked, or otherwise unfit for consumption upon delivery.
• Significant Delay: Your order was delivered significantly later than the estimated delivery time, causing the food to be cold, stale, or unusable.
• Allergic Reactions Due to Mislabeling: You suffered an adverse reaction because we failed to disclose an allergen that was present in your food contrary to the menu description.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical or processing error.
• Order Not Delivered: Your order was confirmed and paid for but never delivered and cannot be located.

Refunds are evaluated on a case-by-case basis. Hangry Joe's reserves the right to request supporting evidence, such as photographs of the food or order confirmation details, before approving a refund.

3. Timeframes for Refund Requests

To ensure we can address your concern promptly and accurately, all refund requests must be submitted within the following timeframes:

Refund requests submitted outside of these timeframes may not be honored. We encourage customers to inspect their orders promptly upon receipt.

4. Non-Refundable Items and Services

While we strive to be as accommodating as possible, the following situations and items are generally not eligible for refunds:

• Orders that have been fully consumed without a documented issue reported at the time of consumption.
• Requests based on a change of mind after the order has been prepared or dispatched.
• Dissatisfaction with taste preferences that do not constitute a quality defect (e.g., food was too spicy when the menu clearly indicated the spice level).
• Delivery fees and service charges, unless the entire order is refunded due to our error.
• Promotional or discounted items purchased during a limited-time offer, unless there is a verifiable quality or accuracy issue.
• Orders modified by the customer after submission that resulted in the described issue.
• Issues arising from incorrect delivery addresses provided by the customer.
• Orders that were correctly fulfilled per the customer's specifications but did not meet personal expectations after receipt.

5. How to Request a Refund

Requesting a refund from Hangry Joe's is a straightforward process. Please follow the steps below:

1. Step 1 – Gather Your Information: Locate your order confirmation number, the date and time of your order, a description of the issue, and any photographs or documentation supporting your claim.
2. Step 2 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: fresh-hangryjoes.digital
3. Step 3 – Submit Your Claim: Clearly state the nature of your refund request, include your order number, and attach any relevant photos or supporting documents.
4. Step 4 – Review Process: Our customer support team will review your request and may reach out to you for additional information or clarification. Please respond promptly to avoid delays.
5. Step 5 – Receive a Decision: You will receive a written response from us within 2 to 3 business days outlining whether your refund has been approved, denied, or adjusted.
6. Step 6 – Refund Issued: If approved, the refund will be processed according to the timelines listed in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on your original payment method. Please refer to the table below for estimated processing times:

Please note that while we process refunds as quickly as possible, the final credit to your account is subject to your bank or payment provider's policies and may take additional time to appear on your statement.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• The food quality issue affected only part of the items ordered.
• A delivery delay impacted only certain temperature-sensitive items but not others.
• The customer partially consumed the order before discovering the issue, and the issue did not affect all consumed items.
• The original order included non-refundable delivery fees or service charges that cannot be reversed.

The amount of a partial refund will be determined by our customer support team based on the documented issue and the value of the affected items. We will always communicate the exact amount being refunded before processing it.

8. Exchange Policy

Given the perishable nature of food products, Hangry Joe's does not offer direct item-for-item exchanges in the traditional sense. However, we do offer the following alternatives in situations where an exchange would be appropriate:

• Replacement Order: In cases where an item was missing or incorrect and the customer is still within the service area, we may dispatch a replacement item at no additional charge. Replacement orders are subject to availability and standard delivery times.
• Store Credit: In lieu of a monetary refund, customers may be offered store credit equivalent to the value of the affected item(s). Store credit can be applied to future orders through our website at fresh-hangryjoes.digital.
• Order Correction at Pickup: For in-person or pickup orders, an immediate correction may be made on-site if reported at the time of pickup and if the correct item is available.

Customers who prefer a direct monetary refund over store credit or a replacement will be accommodated wherever eligible under the terms of this policy.

9. Cancellation Policy

We understand that plans can change. Please review our cancellation policy below before submitting a cancellation request:

9.1 Cancellations Before Order Preparation

If you contact us to cancel your order before it has entered the preparation stage, you are eligible for a full refund. Orders can typically be cancelled within 5 minutes of being placed through our website or app. Please contact us immediately if you need to cancel.

9.2 Cancellations During Order Preparation

Once your order has entered the preparation stage, cancellations may not be accepted. In some cases, a partial refund may be offered to cover items not yet prepared, at the discretion of our team.

9.3 Cancellations After Dispatch

Orders that have already been dispatched for delivery cannot be cancelled. If there is a verifiable issue upon delivery, you may still submit a refund request under the terms described in Section 2 and Section 5 of this policy.

9.4 Pre-Orders and Scheduled Orders

Pre-orders or scheduled orders may be cancelled up to 2 hours before the scheduled delivery or pickup time for a full refund. Cancellations made within 2 hours of the scheduled time may be subject to a partial refund or store credit only.

10. Dispute Resolution Process

If you are not satisfied with our response to your refund request, we encourage you to take the following steps to resolve the matter:

10.1 Internal Escalation

Contact our customer support team at [email protected] and request to escalate your complaint to a senior representative or manager. Please reference your original complaint or ticket number. We commit to providing a final written response within 5 business days of escalation.

10.2 Chargeback Rights

You have the right to dispute any charge with your bank or credit card issuer if you believe a charge was unauthorized or incorrect. However, we ask that you contact us first to resolve the matter directly before initiating a chargeback, as this allows us the opportunity to correct any genuine errors more efficiently.

10.3 Consumer Protection Agencies

If you are a consumer in the United States and believe your consumer rights have been violated, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General's Office or Department of Consumer Affairs.

10.4 Informal Mediation

Before pursuing any formal legal action, both parties agree to make a good-faith effort to resolve any dispute through direct communication. We are committed to finding fair and reasonable solutions for all customers.

10.5 Governing Law

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States of America. Any formal legal proceedings, if necessary, shall be conducted in the appropriate jurisdiction.

11. Special Circumstances

11.1 Force Majeure

Hangry Joe's shall not be held liable for delays, cancellations, or failures to perform due to circumstances beyond our reasonable control, including but not limited to natural disasters, severe weather events, utility outages, or government-mandated closures. In such cases, we will do our best to issue store credit or rescheduled orders as alternatives to monetary refunds.

11.2 Fraudulent Claims

Hangry Joe's reserves the right to deny refund requests that are determined to be fraudulent, exaggerated, or submitted in bad faith. Customers who abuse the refund system may have their accounts suspended or terminated. We may also cooperate with law enforcement where fraud is suspected.

12. Policy Amendments

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

13. Contact Information

For all refund requests, questions, or concerns related to this policy, please reach out to our customer support team using the contact information below. We are committed to responding to all inquiries as promptly as possible.