Refund Policy

Effective Date: July 1, 2026 | Last Updated: July 1, 2026

1. Introduction

Hangry Joe's ("we," "us," or "our") operates a food service business and is dedicated to providing high-quality food and exceptional customer experiences. We understand that issues may occasionally arise with orders, and we want to ensure that our customers are treated fairly and transparently.

This Refund Policy applies to all purchases made through our website at new-hangryjoes.rest, over the phone, or in person at our location. By placing an order with us, you agree to the terms outlined 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), which prohibits unfair or deceptive business practices.

2. Contact Information

For all refund-related inquiries, please reach out to us using the details below:

3. Eligibility Conditions for Refunds

We want every meal to meet your expectations. A refund may be issued under the following conditions:

• Incorrect Order: You received items that do not match what you ordered (wrong items, missing items, or wrong quantities).
• Food Quality Issues: The food delivered or prepared was of unacceptable quality, including being undercooked, spoiled, contaminated, or significantly different from its description.
• Allergen Concerns: Your order contained an ingredient that you explicitly requested to be excluded due to a documented food allergy or dietary restriction, and this was confirmed at the time of ordering.
• Non-Delivery: Your order was never received, and there is no evidence of delivery or fulfillment.
• Significant Delay: Your order was delivered significantly later than the estimated time communicated at the time of purchase, causing the food to be unusable or of poor quality upon arrival.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.

Refund eligibility is assessed on a case-by-case basis. We reserve the right to request supporting evidence such as photographs of the food, order receipts, or other documentation before approving a refund.

4. Timeframes for Refund Requests

To ensure a fair and efficient process, refund requests must be submitted within the following timeframes:

Requests submitted after the above deadlines may not be eligible for a full refund. We encourage customers to inspect their orders immediately upon receipt and contact us promptly if there are any concerns.

5. Non-Refundable Items and Services

Not all purchases qualify for a refund. The following are generally non-refundable:

• Consumed Food: Items that have been partially or fully consumed without any reported issue at the time of consumption.
• Change of Mind: Orders that were prepared correctly but are no longer wanted due to a change of preference or personal taste.
• Customized Orders: Items that were specifically customized at the customer's request (e.g., specific ingredients, portion sizes, special preparations) and were prepared as instructed.
• Promotional or Discounted Items: Items purchased during a special promotion, at a discounted price, or using a coupon code, unless the item was defective or incorrect.
• Delivery Fees: Delivery charges are non-refundable unless the non-delivery was entirely our fault.
• Service Fees and Tips: Any service fees, platform fees, or gratuity added at checkout are non-refundable.
• Gift Cards: Gift card purchases are non-refundable but may be used for future orders.

6. How to Request a Refund (Step-by-Step)

Follow the steps below to submit a refund request:

1. Step 1 – Gather Your Information: Before contacting us, collect the following details:
   • Your full name and contact information
   • Order number or confirmation details
   • Date and time of the order
   • A clear description of the issue
   • Photographs or videos of the issue (strongly recommended for quality or allergen complaints)
2. Step 2 – Contact Us: Reach out to our customer support team via email at [email protected] or visit our website at new-hangryjoes.rest. Include the subject line: "Refund Request – [Your Order Number]".
3. Step 3 – Submit Your Evidence: Attach any supporting documentation, including photos or screenshots of your order confirmation and the issue experienced.
4. Step 4 – Wait for Review: Our team will review your request within 1 to 3 business days. We may follow up with additional questions or requests for clarification.
5. Step 5 – Receive a Decision: You will be notified by email of our decision. If your refund is approved, we will process it using your original payment method or offer an alternative resolution such as a store credit or replacement order.

7. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes to receive your funds depends on your payment method:

Please note that processing times may vary depending on your bank or financial institution. Hangry Joe's is not responsible for delays caused by third-party payment processors or banks. If you have not received your refund within the stated timeframe, please contact your bank first, then reach out to us at [email protected].

8. Partial Refunds

In certain situations, we may offer a partial refund rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect or of poor quality, while the rest was satisfactory.
• You consumed part of the order before discovering the issue.
• The issue reported is minor and does not warrant a full refund based on our assessment.
• You received your order but it was missing one or more items out of a larger order.
• A promotional discount or coupon was applied to the order at the time of purchase.

The amount of any partial refund will be determined at our discretion based on the nature and extent of the issue reported. We will always communicate our reasoning clearly and transparently.

9. Exchange Policy

Due to the perishable nature of food products, exchanges are handled differently than traditional retail exchanges. The following exchange options may be available depending on the circumstances:

• Replacement Meal: If your order was incorrect or of poor quality, we may offer to prepare and deliver or provide a replacement meal at no additional cost, subject to availability.
• Item Substitution: If a specific menu item is unavailable at the time of your order or at the time of fulfillment, we will contact you to offer a suitable substitute or a refund for that item.
• Store Credit: In lieu of a monetary refund or replacement, we may offer store credit equivalent to the value of the affected item(s), which can be applied to a future order.

Exchanges are subject to the same eligibility conditions and timeframes as refunds. We cannot guarantee exchanges for all situations, and our team will work with you to find the most appropriate resolution.

10. Cancellation Policy

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

10.1 Online and Phone Orders

• Before Preparation Begins: If you cancel your order before our kitchen has begun preparing it, you are entitled to a full refund. Please contact us immediately at [email protected] to request a cancellation.
• During Preparation: If preparation has already started but the order has not been dispatched for delivery, we may offer a partial refund or store credit at our discretion.
• After Dispatch or Upon Delivery: Once an order has been dispatched for delivery or picked up by the customer, cancellations are generally not accepted. Refunds in this case will only be considered under the eligibility conditions outlined in Section 3.

10.2 Catering and Large Orders

For catering orders or large group orders, the following cancellation terms apply:

All cancellation requests for catering or large orders must be submitted in writing to [email protected].

11. Dispute Resolution Process

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

1. Step 1 – Internal Escalation: Contact us again at [email protected] and request that your case be reviewed by a senior member of our team. Please include your original refund request details and explain why you are dissatisfied with the initial resolution.
2. Step 2 – Mediation: If your concern remains unresolved after internal escalation, you may request mediation. We are willing to engage in good-faith mediation to resolve disputes in a fair and timely manner.
3. Step 3 – Consumer Protection Agencies: You have the right to file a complaint with relevant consumer protection authorities, including:
   • The Federal Trade Commission (FTC) at reportfraud.ftc.gov
   • Your state's Attorney General Office or local consumer protection agency
   • The Better Business Bureau (BBB) at www.bbb.org
4. Step 4 – Legal Action: If all other avenues are exhausted, either party may pursue legal remedies through the appropriate courts in the jurisdiction where Hangry Joe's operates, in accordance with applicable United States law.

12. Chargebacks

If you initiate a chargeback with your bank or credit card provider without first contacting us to attempt to resolve the issue, we reserve the right to contest the chargeback and provide all relevant documentation to the payment processor. We strongly encourage customers to contact us directly before pursuing a chargeback, as we are typically able to resolve legitimate issues quickly and efficiently.

Fraudulent chargeback attempts may result in the suspension or termination of your account and may be reported to relevant authorities.

13. Changes to This Refund Policy

Hangry Joe's reserves the right to update or modify this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at new-hangryjoes.rest. The date at the top of this page will reflect the most recent update. Continued use of our services following any changes constitutes your acceptance of the revised policy.

We encourage you to review this policy periodically to stay informed about our refund practices.

14. Governing Law

This Refund Policy is governed by the laws of the United States, including applicable federal consumer protection statutes enforced by the Federal Trade Commission (FTC). Any disputes arising under this policy shall be subject to the jurisdiction of the appropriate courts of the United States.

15. Contact Us

If you have any questions, concerns, or would like to submit a refund request, please do not hesitate to contact our customer support team:

We value your business and appreciate your trust in Hangry Joe's. Our team is committed to resolving any issues as quickly and fairly as possible so that you can continue to enjoy great food and a great experience with us.