Refund Policy

At Hangry Joe's, your satisfaction is our top priority. We understand that issues can sometimes arise with food orders, and we are committed to making things right. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are processed. Please read this policy carefully before placing an order through our website at hangry-joes.click.

By placing an order with Hangry Joe's, you agree to the terms set forth in this Refund Policy. This policy is governed by the laws of the United States and applicable state consumer protection regulations, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act.

1. Eligibility Conditions for Refunds

Hangry Joe's will consider refund requests under the following circumstances. You may be eligible for a full or partial refund if:

• You received an incorrect item that does not match your confirmed order.
• Your order arrived in a condition that renders it inedible, such as food that is spoiled, contaminated, or significantly damaged during delivery.
• Your order was not delivered within a reasonable timeframe and there is confirmed evidence that delivery did not occur.
• A significant portion of your order was missing upon delivery.
• You have a documented allergic reaction caused by an ingredient discrepancy between what was listed and what was delivered, supported by appropriate documentation.
• The food quality significantly deviates from what was advertised or promised at the time of purchase.
• A technical error on our website resulted in a duplicate or erroneous charge on your account.

Refund requests that do not meet the above eligibility criteria may not qualify for a full refund. However, our customer service team will review each case individually and may offer partial refunds, store credits, or other remedies at our discretion.

2. Timeframes for Refund Requests

Timeliness is essential when submitting a refund request for food-related issues. Please observe the following timeframes:

3. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. The following are generally non-refundable:

• Consumed food items: Refunds will not be issued for food that has been substantially consumed, unless a documented health or safety concern is reported.
• Change of mind: Refunds are not provided simply because you changed your mind after placing or receiving an order.
• Customization errors by the customer: If you provided incorrect customization instructions during the ordering process, we are not responsible for the resulting order.
• Delivery fees: Delivery and service fees are non-refundable except in cases of confirmed non-delivery that is directly attributable to Hangry Joe's or our delivery partners.
• Promotional or discounted items: Items purchased using special promotional discounts or coupons may have limited refund eligibility, subject to the terms of the specific promotion.
• Gift cards and store credits: These are non-refundable and cannot be exchanged for cash.
• Orders cancelled after preparation has begun: Once your order has entered the preparation stage, cancellation and refund eligibility may be limited as described in our Cancellation Policy below.

4. How to Request a Refund — Step-by-Step Guide

To ensure your refund request is processed efficiently, please follow the steps outlined below:

1. Step 1 – Document the Issue: Before contacting us, take clear photographs or videos of the food item(s) in question, including the packaging, delivery label, and any visible defects or discrepancies. This documentation will significantly support your claim.
2. Step 2 – Gather Your Order Information: Locate your order confirmation email or receipt. Have your order number, date and time of order, and the items in question ready before reaching out.
3. Step 3 – Contact Our Support Team: Reach out to us via one of the following channels within the applicable timeframe:
   • Email: [email protected]
   • Website: hangry-joes.click
4. Step 4 – Submit Your Request: In your communication, clearly state the following:
   • Your full name and contact information
   • Your order number and date of the order
   • A detailed description of the issue
   • The refund amount you are requesting
   • Any supporting photographs, videos, or documentation
5. Step 5 – Await Confirmation: Our customer service team will acknowledge your request within 1–2 business days and may request additional information if needed.
6. Step 6 – Resolution: Once your request has been reviewed and a determination made, we will notify you of the outcome via email. If approved, your refund will be processed according to the timelines described in Section 5 below.

5. 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 refer to the table below for estimated processing timelines:

6. Partial Refunds

In some 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 was missing or incorrect, and the remainder of the order was delivered as expected.
• The food item was partially consumed before the issue was identified, making it impossible to verify the full extent of the problem.
• The issue reported represents a minor deviation from the expected product that does not significantly affect the overall quality or usability of the order.
• Promotional discounts or coupons were applied to your order, limiting the refundable amount to the actual amount paid.
• Delivery fees or service charges are excluded from the refund, as these are non-refundable under our standard policy.

The amount of any partial refund will be determined by our customer service team based on the specific circumstances of your claim. We will communicate the partial refund amount to you before processing and provide a rationale for the determination.

7. Exchange Policy

Due to the perishable nature of food products, direct item-for-item exchanges are generally not available at Hangry Joe's. However, we recognize that customers may prefer a replacement order in lieu of a monetary refund in certain situations. Our exchange policy works as follows:

• Replacement Orders: Where feasible, we may offer to prepare and deliver a replacement for the incorrect or defective item. This is subject to availability and our operational capacity at the time of the request.
• Store Credit: In cases where a replacement is not possible, we may issue store credit equivalent to the value of the affected item(s), which can be applied to a future order at hangry-joes.click.
• Customer Preference: You may indicate your preference for a replacement, store credit, or monetary refund when submitting your request. We will do our best to accommodate your preference while adhering to the terms of this policy.

Please note that replacement orders are subject to the same preparation, availability, and delivery timelines as original orders. No additional fees will be charged for approved replacement orders.

8. Cancellation Policy

Orders may be cancelled under the following conditions:

8.1 Cancellation Before Preparation Begins

If you wish to cancel your order, please contact us immediately after placing it. Orders that have not yet entered the preparation stage may be cancelled for a full refund. To check whether your order can still be cancelled, please contact us right away at [email protected].

8.2 Cancellation After Preparation Has Begun

Once an order has entered the preparation stage, cancellation is generally not possible. This is because food preparation involves perishable ingredients and dedicated kitchen labor that cannot be recovered once started. In exceptional circumstances, a partial refund or store credit may be offered at the discretion of our management team.

8.3 Cancellation After Dispatch

Orders that have already been dispatched for delivery cannot be cancelled. If you have concerns about a delivered order, please refer to the refund request process outlined in Section 4.

8.4 Cancellations Due to Operational Issues

In the event that Hangry Joe's must cancel your order due to unforeseen circumstances such as ingredient shortages, technical failures, severe weather, or other operational issues, you will receive a full refund to your original payment method. We will notify you as promptly as possible if such a cancellation becomes necessary.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the following options for escalating your concern:

9.1 Internal Escalation

You may request that your case be reviewed by a senior member of our customer service team. To do so, reply to the resolution email you received and clearly indicate that you are requesting an escalated review. Please include any additional information or documentation that you believe supports your claim. We will aim to provide a final determination within 5 business days of receiving your escalation request.

9.2 Chargeback Rights

As a consumer in the United States, you retain the right to dispute a charge with your credit card issuer or bank through the chargeback process. We encourage customers to first attempt to resolve disputes directly with us, as chargebacks can take significantly longer to resolve and may affect your ability to use our services in the future.

9.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may also file a complaint with the following regulatory bodies:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your applicable state attorney general's consumer protection office.

9.4 Informal Mediation

Before pursuing formal legal remedies, both parties agree to attempt to resolve any dispute through good-faith negotiation. If an informal resolution cannot be reached within 30 days of the initial complaint, either party may pursue other remedies as permitted by applicable law.

10. Changes to This Refund Policy

Hangry Joe's reserves the right to modify or update this Refund Policy at any time. Changes will become effective immediately upon posting to our website at hangry-joes.click. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed of any updates. Your continued use of our website or services following any changes constitutes acceptance of the revised policy.

11. Contact Information

For all refund requests, questions, or concerns regarding this Refund Policy, please contact our customer support team using the information below. We are committed to responding to all inquiries in a timely and professional manner.