Refund Policy

Effective Date: May 31, 2026 | Last Updated: May 31, 2026

1. Introduction

At Hangry Joe's, we are committed to delivering a satisfying food experience to every customer. We understand that issues may occasionally arise with your order, and we want to make sure you feel confident and supported when they do. This Refund Policy outlines the circumstances under which refunds, partial refunds, exchanges, and cancellations are available, as well as the procedures you must follow to request them.

This policy applies to all orders placed through our website meal-hangryjoes.digital and is governed by applicable United States consumer protection laws, including the Federal Trade Commission Act (FTC Act) and relevant state consumer protection statutes. If you are located in California, your rights may also be protected under the California Consumer Privacy Act (CCPA/CPRA) as it pertains to personal data collected during the refund process.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• Incorrect Order: You received food items that do not match what you ordered (wrong items, wrong quantities, or missing items).
• Food Quality Issues: The food delivered was spoiled, contaminated, visibly undercooked, or otherwise unfit for consumption at the time of delivery.
• Delivery Failure: Your order was never delivered, and our records confirm that the delivery was not completed successfully.
• Significant Delay: Your order arrived substantially later than the estimated delivery window (more than 45 minutes beyond the stated estimated time), causing the food to be cold, spoiled, or otherwise compromised.
• Allergic Reactions or Ingredient Errors: You specified dietary restrictions or allergies at the time of ordering, and those instructions were not followed, resulting in a health concern. We take allergen-related complaints with the utmost seriousness.
• Duplicate Charges: You were charged more than once for the same order due to a technical error on our platform.
• Order Cancellation Prior to Preparation: You requested a cancellation before the kitchen began preparing your order (see Section 8 for full details on cancellations).

Hangry Joe's reserves the right to verify all refund claims before processing. We may request supporting evidence such as photographs, order confirmation numbers, or a description of the issue to complete our assessment.

3. Timeframes for Refund Requests

To be considered for a refund, you must contact us within the following timeframes:

Requests submitted outside these timeframes may not be honored. We encourage customers to inspect their orders upon receipt and report any problems promptly. Late requests will be reviewed on a case-by-case basis at our sole discretion.

4. Non-Refundable Items and Situations

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

• Change of Mind: Refunds will not be issued simply because you changed your mind about your order after it was placed and preparation has commenced.
• Consumed or Partially Consumed Orders: If a significant portion of the food has been consumed, a refund will not be issued based on a quality complaint alone, unless a documented health concern is involved.
• Incorrect Delivery Address Provided by Customer: If the customer provided an incorrect delivery address during checkout and the order was delivered to that address, Hangry Joe's is not liable for a refund.
• Orders Affected by Customer Unavailability: If the delivery driver was unable to complete delivery due to the customer being unreachable or unavailable at the stated address, this does not qualify for a full refund by default.
• Promotional or Discounted Items: Items purchased as part of limited-time promotional offers, free items, or deeply discounted bundles may not be eligible for individual item refunds.
• Delays Due to Third-Party Circumstances: Delays caused by factors beyond our reasonable control, including extreme weather, traffic incidents, or third-party delivery service outages, may not qualify for a full refund, though we will review each situation fairly.
• Gift Cards and Credits: Purchased gift cards and promotional credits are non-refundable once issued.

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

Follow these steps to submit a refund request with Hangry Joe's:

1. Gather Your Order Information: Before contacting us, have the following ready:
   • Your order confirmation number
   • The date and time of your order
   • The email address used to place the order
   • A clear description of the issue
   • Photographic evidence (if applicable, especially for food quality or incorrect item claims)
2. Contact Our Customer Support Team: Reach out to us using one of the following methods:
   • Email: [email protected]
   • Website: meal-hangryjoes.digital — use our contact or support form
3. Describe the Issue in Detail: Provide a thorough explanation of what went wrong. The more detail you provide, the faster we can resolve your case. Include any relevant photos or screenshots.
4. Await Confirmation: Our team will acknowledge your request within 1–2 business days and may follow up with additional questions or requests for documentation.
5. Review and Decision: Once we have gathered all necessary information, we will make a determination on your refund request within 3–5 business days of receiving all required documentation.
6. Refund Issuance: If your refund is approved, we will process it according to the payment method used (see Section 6 for processing times).

6. Refund Processing Times by Payment Method

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

Please note that while Hangry Joe's will process the refund promptly upon approval, the actual appearance of the funds in your account depends on your bank or payment provider. We are not responsible for delays caused by financial institutions. If you have not received your refund after the estimated timeframe, please contact your bank before reaching out to us.

7. Partial Refunds

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

• Partially Missing Order: If only certain items from your order were missing or incorrect, you will be refunded for the value of those specific items only.
• Minor Quality Issues: If the food was slightly below our quality standards but was not spoiled or dangerous, we may offer a partial refund or store credit as a goodwill gesture.
• Late Delivery Without Spoilage: If your order was delayed but arrived in acceptable condition, a partial refund or discount code may be issued as compensation.
• Partial Consumption: If part of the order was consumed and issues were identified afterward, only the unconsumed or affected portion may qualify for a partial refund.
• Order Cancellation After Preparation Began: If you cancel an order after preparation has already begun, only a partial refund (excluding preparation costs) may be offered at our discretion.

The amount of a partial refund will be determined by Hangry Joe's based on the nature of the issue, the value of the affected items, and any applicable fees. We always aim to be fair and reasonable in our assessments.

8. Cancellation Policy

We understand that plans change, and we will do our best to accommodate cancellation requests. However, because food preparation begins shortly after an order is placed, our ability to cancel is time-sensitive.

8.1 Cancellation Window

You may cancel your order free of charge within 5 minutes of placing it, provided that preparation has not yet started. To cancel, contact us immediately via email at [email protected] or through the contact form on our website.

8.2 Cancellations After Preparation Begins

Once the kitchen has begun preparing your order, cancellations may not be honored, or only a partial refund may be issued to account for preparation costs and ingredients already used. We cannot guarantee cancellation once this stage has been reached.

8.3 Cancellations After Dispatch

Orders that have already been dispatched for delivery cannot be cancelled. If you are unavailable to receive the order, please refer to our delivery policy. Refunds in this scenario are not automatically provided.

8.4 Restaurant or Platform-Initiated Cancellations

In rare cases, Hangry Joe's may need to cancel your order due to ingredient unavailability, technical issues, or operational circumstances. In such cases, you will receive a full refund within the applicable processing timeframe, along with a notification explaining the cancellation.

9. Exchange Policy

Due to the perishable nature of food products, traditional exchanges (returning an item for a different one) are generally not applicable in the food service industry. However, Hangry Joe's strives to make things right when an error is made on our part.

• If you received the wrong item, we may, at our discretion, offer to re-send the correct item if doing so is operationally feasible and you are within delivery range.
• If a re-send is not possible, a full refund for the incorrect item will be issued.
• We do not accept returns of food products for hygiene and food safety reasons.

Any replacement orders offered will be subject to availability and standard delivery times. Please contact us promptly if you wish to explore this option.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Hangry Joe's provides the following escalation and dispute resolution process:

10.1 Internal Escalation

If you believe your refund request was handled incorrectly, you may request an internal review by emailing [email protected] with the subject line "Refund Dispute — [Your Order Number]". A senior member of our team will review your case within 5 business days.

10.2 Chargeback Rights

Under United States consumer protection laws, including protections enforced by the Federal Trade Commission (FTC), you may have the right to initiate a chargeback through your credit card issuer or bank if you believe you were charged unfairly and we were unable to resolve the matter. We encourage customers to attempt resolution with us directly before initiating a chargeback, as we are committed to fair outcomes.

10.3 Third-Party Mediation

If a dispute cannot be resolved through internal escalation, both parties may agree to engage a neutral third-party mediator. The costs of such mediation shall be shared equally unless otherwise agreed.

10.4 Legal Jurisdiction

Any disputes arising under this Refund Policy shall be governed by the laws of the United States and the applicable laws of the state in which Hangry Joe's operates. California residents may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and other California-specific consumer protection statutes.

11. Consumer Rights Under U.S. Law

As a customer in the United States, you are protected by federal and state consumer protection laws. Key protections include:

• FTC Act: Prohibits unfair or deceptive acts or practices in commerce. If you believe you have been treated unfairly, you may file a complaint with the Federal Trade Commission at www.ftc.gov.
• California Residents (CCPA/CPRA): You have the right to know what personal data is collected during refund processing, request deletion of that data, and opt out of certain data uses. Please refer to our Privacy Policy for full details.
• Credit Card Protections: Under the Fair Credit Billing Act (FCBA), credit card holders may dispute charges that are incorrect or represent services not received.

12. Policy Updates

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

13. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or disputes, please contact our customer support team using the information below: