Refund Policy

At Hangry Joe's, we are committed to delivering fresh, high-quality food and a satisfying customer experience with every order. We understand that issues can arise, and this Refund Policy outlines your rights and our obligations when things do not go as expected. Please read this policy carefully before placing an order through our website at hangryjoes-meal.click.

By placing an order with Hangry Joe's, you agree to the terms outlined in this Refund Policy. This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any relevant state-level regulations.

1. Our Commitment to Customer Satisfaction

Hangry Joe's takes great pride in the quality and accuracy of every order we prepare and deliver. We source fresh ingredients and follow strict food safety standards to ensure that each meal meets our high expectations. However, we recognize that mistakes can happen, and we are dedicated to making things right when they do.

This Refund Policy applies to all orders placed directly through our website, hangryjoes-meal.click, or via any official Hangry Joe's ordering platform. If your order was placed through a third-party delivery platform, you may need to contact that platform directly to initiate a refund, as their policies may apply.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if one or more of the following conditions apply to your order:

• You received an incorrect item that does not match what you ordered.
• Your order arrived with missing items that were charged on your receipt.
• The food delivered was of poor quality, visibly spoiled, or did not meet reasonable food safety standards.
• Your order was significantly delayed beyond the estimated delivery time with no prior notification.
• You were charged incorrectly or charged more than once for the same order (duplicate charge).
• Your order was never delivered despite confirmation of payment.
• A technical error on our website resulted in an unintended or duplicate order.

Refund requests that do not fall within the above conditions will be reviewed on a case-by-case basis. Hangry Joe's reserves the right to make the final determination on refund eligibility.

3. Timeframes for Refund Requests

To ensure a fair and timely resolution, all refund requests must be submitted within the following timeframes:

Requests submitted outside these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Situations

The following items and circumstances are generally not eligible for refunds:

• Orders that have been fully consumed without any reported issue at the time of delivery.
• Customization requests (such as specific dietary modifications) that were submitted incorrectly by the customer at the time of ordering.
• Promotional or discounted items specifically marked as non-refundable at the time of purchase.
• Gift cards, meal credits, or promotional vouchers once redeemed.
• Delivery fees, where the delivery was successfully completed.
• Orders canceled after preparation has already begun (unless an exception is granted).
• Orders placed through third-party platforms — these must be resolved through the respective platform's refund process.
• Subjective dissatisfaction unrelated to food quality, accuracy, or safety.

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

To submit a refund request, please follow the steps below:

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 review the estimated processing times below:

Please be aware that while Hangry Joe's processes refunds promptly upon approval, the actual posting of funds to your account may depend on your financial institution's processing timelines, which are outside of our control. If you have not received your refund after the maximum estimated timeframe, please contact your bank or payment provider before reaching out to us for a status update.

7. Partial Refunds

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

• Only a portion of your order had an issue (e.g., one item out of several was incorrect or missing).
• The food quality issue affected only part of the meal, and the remainder was acceptable.
• A discount, promotional code, or coupon was applied to the order, and the refund amount will reflect the actual amount paid for the affected item(s).
• The refund request was submitted after the standard timeframe but still within a reasonable period, at our discretion.
• The issue was partly caused by incorrect information provided by the customer (e.g., incorrect delivery address) but still resulted in an inconvenience.

The amount of a partial refund will be determined based on the specific circumstances of each case. Our customer support team will communicate the exact refund amount to you before processing.

8. Exchange Policy

Given the nature of food products, direct item exchanges are generally not possible once an order has been delivered. However, if your order contained an incorrect item, we will make every reasonable effort to correct the issue by:

• Issuing a refund for the incorrect item(s); or
• Offering a replacement delivery at no additional cost, subject to availability and operational capacity at the time of the request; or
• Providing account credit equivalent to the value of the affected item(s) for use on a future order.

The resolution method will be determined by Hangry Joe's based on the nature of the issue, your location, and our operational capacity. Our goal is always to find the most convenient and satisfactory solution for you.

9. Cancellation Policy

We understand that plans change, and we want to accommodate cancellation requests whenever possible. Please review our cancellation guidelines below:

9.1 Orders Not Yet Confirmed

If your order has not yet been confirmed or accepted by our kitchen, you may cancel it immediately through the website or by contacting our support team. A full refund will be issued in these cases.

9.2 Orders in Preparation

Once your order has been accepted and preparation has begun, cancellation may not be possible. We typically begin preparing orders within 5 to 10 minutes of confirmation. If you wish to cancel, please contact us immediately at [email protected], and we will do our best to accommodate your request. If preparation is already underway, a partial refund or account credit may be offered at our discretion.

9.3 Orders Out for Delivery

Orders that are already out for delivery cannot be canceled. If you refuse delivery of your order without a valid reason, you may not be eligible for a refund.

9.4 Pre-Scheduled or Advance Orders

If you have placed an advance or pre-scheduled order, you may cancel it up to 2 hours before the scheduled delivery time for a full refund. Cancellations made less than 2 hours before the scheduled time may result in a partial refund, depending on the stage of preparation.

10. Dispute Resolution Process

If you are not satisfied with the resolution provided by our customer support team, you have the following options for escalating your concern:

10.1 Internal Escalation

You may request that your case be escalated to a senior member of our customer support team. Please indicate clearly in your communication that you are requesting an escalation, along with your original case or ticket number. We will aim to provide a final resolution within 5 business days of escalation.

10.2 Chargeback Through Your Bank

If you believe you have been charged incorrectly or that a refund was unjustly denied, you have the right to contact your credit card issuer or bank to initiate a chargeback process. We encourage you to first attempt to resolve the matter directly with us, as this is typically the fastest resolution path.

10.3 FTC and Consumer Protection Agencies

As a customer in the United States, you have the right to file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or with your state's Attorney General office if you believe your consumer rights have been violated. We are committed to complying with all applicable federal and state consumer protection laws.

10.4 Informal Mediation

Before pursuing formal legal action, we encourage both parties to engage in good-faith informal negotiation or mediation to resolve any disputes. Please contact us at [email protected] to initiate this process.

11. Chargebacks and Fraudulent Claims

Hangry Joe's takes fraudulent refund claims seriously. Filing a chargeback or refund claim that is knowingly false or exaggerated may result in the suspension or permanent termination of your account and your ability to place future orders with Hangry Joe's. We reserve the right to dispute any chargeback that we believe to be fraudulent or filed in bad faith, and to provide evidence to your financial institution accordingly.

12. Policy Updates

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 hangryjoes-meal.click. We encourage you to review this policy periodically. Continued use of our website and services following any changes constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy or would like to submit a refund request, please do not hesitate to contact our customer support team using the information below: