Refund Policy

At Hangry Joe's, we are deeply committed to your satisfaction. We understand that sometimes orders do not go as planned, and we want to make the refund and resolution process as straightforward and fair as possible. Please read this Refund Policy carefully before placing an order through our website at meal-hangryjoes.top or any associated platforms. By placing an order with us, you acknowledge and agree to the terms outlined below.

1. Overview

This Refund Policy applies to all food orders, catering services, and any related purchases made through Hangry Joe's. Because we deal in perishable food products and time-sensitive services, our refund policy is specifically designed to reflect the unique nature of the food service industry while remaining fair and transparent to every customer.

We comply with all applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as any applicable state-level consumer protection statutes. Where California consumers are involved, the California Consumer Privacy Act (CCPA/CPRA) may also apply with respect to data gathered during refund processing.

2. Eligibility Conditions for Refunds

Not every situation automatically qualifies for a refund. To be considered eligible for a full or partial refund, your request must meet one or more of the following conditions:

• Incorrect Order: You received an item or items that differ materially from what you ordered (e.g., wrong food item, wrong size, wrong meal configuration).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food delivered or provided was spoiled, undercooked, overcooked to an unacceptable degree, or otherwise unfit for consumption at the time of receipt.
• Allergen Concerns: An item contained an allergen that was not disclosed on the menu or your order confirmation, causing a health concern. (We take allergen issues extremely seriously.)
• Significant Delay: Your order was delivered significantly later than the estimated delivery time provided at checkout, rendering the food unsuitable for consumption.
• Order Not Received: You did not receive your order and there is no evidence confirming successful delivery to your address.
• Duplicate Charge: You were charged more than once for the same order due to a technical error on our platform.
• Cancellation Within Eligible Window: You cancelled your order within the permitted cancellation timeframe described in Section 8 of this policy.

3. Timeframes for Refund Requests

Time is a critical factor when dealing with food orders. To ensure your request can be properly reviewed and verified, please adhere to the following timeframes:

Requests submitted after these deadlines may not be eligible for a refund. We encourage customers to inspect their orders promptly upon receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds under any conditions. Please review the following carefully:

• Change of Mind: Refunds are not issued simply because you changed your mind about your order after it has been prepared or dispatched.
• Consumed Food: If you have consumed all or most of a food item before raising a quality complaint, a refund will generally not be issued.
• Incorrect Address Provided: If an order was undelivered because you provided an incorrect or incomplete delivery address, Hangry Joe's is not responsible and a refund may not be granted.
• Customization Errors Made by Customer: If the order issue resulted from incorrect customization selections made by you during checkout, this does not qualify for a refund.
• Promotional and Complimentary Items: Items received for free, as part of a promotion, or through a gift card that was itself obtained free of charge are not eligible for cash refunds.
• Delivery Fees (in most cases): Delivery fees are generally non-refundable unless the entire order is refunded due to a fault on our part.
• Tips and Gratuities: Any tips applied to a delivery order are non-refundable once the delivery has been completed.
• Catering Deposits (after cutoff): Non-refundable catering deposits as specified in any catering agreement or invoice.

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

To initiate a refund request, please follow the steps below. Providing complete and accurate information will help us resolve your issue as quickly as possible.

1. Gather Your Information: Before contacting us, collect the following details:
   • Your full name
   • Order number or confirmation code
   • Date and time of the order
   • Description of the issue (be as specific as possible)
   • Photos or videos of the issue, if applicable (e.g., wrong item, quality problem, packaging damage)
2. Contact Us: Reach out to our customer support team through one of the following channels:
   • Email: [email protected]
   • Website: meal-hangryjoes.top
3. Submit Your Request: When contacting us, clearly state in the subject line or opening message: "Refund Request – Order #[Your Order Number]." Include all relevant details and any supporting photos or documentation.
4. Await Acknowledgment: Our team will acknowledge receipt of your request within 1–2 business days. You will receive a reference number for your case.
5. Review and Resolution: Our customer service team will review your request and may follow up with additional questions. A final decision will be communicated within 3–5 business days of the initial acknowledgment.
6. Refund Issued (if approved): If your request is approved, the refund will be processed according to the timelines and methods described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to reflect in your account depends on your original payment method:

Please note that these timelines represent our processing time. Additional time may be required by your bank or financial institution to post the credit to your account. Hangry Joe's is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder of the order was acceptable.
• A food item was partially consumed before a quality issue was identified.
• A delivery was significantly delayed, but the food was still in acceptable condition upon receipt.
• A catering service was partially completed before an issue arose.
• A discount, coupon, or promotional credit was applied to the original order and the refund amount is adjusted accordingly.

The amount of a partial refund will be calculated based on the specific circumstances of each case and communicated to the customer before it is processed. Customers may accept the partial refund or escalate the matter through our dispute resolution process described in Section 10.

8. Cancellation Policy

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

8.1 Standard Orders (Delivery and Pickup)

• Cancellation within 5 minutes of placing the order: Full refund issued with no penalty, provided the order has not yet been confirmed as being prepared.
• Cancellation after 5 minutes but before preparation begins: Full refund may be issued at our discretion. Contact us immediately at [email protected].
• Cancellation after preparation has begun: No refund will be issued, as food preparation cannot be reversed and the ingredients have already been committed to your order.
• Cancellation after dispatch (for delivery orders): No refund will be issued once the order is out for delivery.

8.2 Catering and Large Group Orders

• More than 72 hours before the event: Full refund of all amounts paid, including any deposit.
• 24–72 hours before the event: 50% refund of the total order value; the deposit is forfeited.
• Less than 24 hours before the event: No refund will be issued, as significant preparation and resource allocation will have already taken place.

9. Exchange Policy

Due to the perishable and time-sensitive nature of food products, traditional exchanges are not always feasible. However, Hangry Joe's will do its best to accommodate exchange requests under the following circumstances:

• Wrong Item Received: If you received an item that is materially different from what you ordered, we will offer to send the correct item (subject to availability) or provide a full refund for the incorrect item.
• Remake Offer: In cases of significant quality issues reported promptly, we may offer to remake and redeliver your order at no additional charge, rather than issuing a cash refund. This is subject to our operating hours and delivery radius at the time of the complaint.
• Store Credit Option: In lieu of a monetary refund, customers may opt to receive store credit of equal or greater value (at our discretion) for use on a future order at meal-hangryjoes.top.

Exchange requests must be made within the same timeframes applicable to refund requests as described in Section 3. Exchanges are subject to menu availability and our operating hours at the time of the request.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request or believe your case was not handled appropriately, you have the right to escalate the matter through the following process:

10.1 Internal Escalation

Submit a written escalation request to [email protected] with the subject line "Refund Dispute Escalation – [Your Case Reference Number]." Include a summary of your original complaint, the response you received, and why you believe the resolution was inadequate. A senior member of our team will review your escalation within 5 business days and provide a final determination.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your bank or credit card issuer if you believe you were charged incorrectly or if our refund policy was not honored. We encourage you to attempt resolution with us directly before initiating a chargeback, as chargebacks can be time-consuming for all parties involved. However, we fully respect your right to use this remedy under applicable banking regulations.

10.3 FTC and State Consumer Protection Agencies

You may also file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or with your state's Attorney General office if you believe our practices violate federal or state consumer protection laws. California residents may also contact the California Department of Consumer Affairs.

10.4 Informal Mediation

If both parties agree, disputes may be submitted to a neutral third-party mediator prior to pursuing any formal legal action. The cost of mediation shall be shared equally between the parties unless otherwise agreed.

11. Abuse of Refund Policy

Hangry Joe's reserves the right to limit, suspend, or refuse refund requests from customers who we reasonably believe are abusing this policy. Abuse includes, but is not limited to, repeatedly requesting refunds without legitimate cause, providing false information in support of a refund claim, or engaging in fraudulent chargebacks. We may, at our discretion, suspend or terminate the accounts of customers found to be engaging in refund abuse.

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 to our website at meal-hangryjoes.top. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the updated policy.

13. Contact Information

For all refund requests, questions, or concerns related to this policy, please contact us using the details below. Our customer service team is ready to assist you and is committed to resolving your concerns promptly and professionally.