Refund Policy

Effective Date: May 2, 2026 | Last Updated: May 2, 2026

1. Introduction

Hangry Joe's ("we," "us," or "our") operates the website hangry-joes.top and provides food products and services to customers across the United States. We understand that issues may occasionally arise with your order, and we want to make the refund and resolution process as simple and transparent as possible.

This Refund Policy is governed by applicable United States federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act (15 U.S.C. § 45). By placing an order with Hangry Joe's, you agree to the terms outlined in this policy.

For any questions or concerns, you may contact us at any time using the contact information provided at the end of this document.

2. Eligibility Conditions for Refunds

We want every customer to have a positive experience. A refund may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Poor Food Quality: The food was received in an unsatisfactory condition, was spoiled, contaminated, or significantly below the standard described on our menu.
• Damaged Packaging: The order was delivered with severely damaged packaging that compromised the integrity or safety of the food.
• Delivery Failure: Your order was never delivered, and delivery confirmation cannot be verified on our end.
• Significant Delay: Your order was delivered significantly later than the estimated delivery window, and the food quality was negatively impacted as a result.
• Duplicate Charges: You were charged more than once for the same order due to a billing error.
• Technical Error: A technical issue on our platform resulted in an incorrect or unintended order being placed.

Refunds are evaluated on a case-by-case basis. We reserve the right to request supporting documentation, such as photographs of the food or packaging, prior to approving a refund.

3. Timeframes for Refund Requests

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

Refund requests submitted outside these timeframes may be declined at our discretion. We strongly encourage customers to inspect their orders upon receipt and report any issues promptly.

4. Non-Refundable Items and Services

Certain items and situations are not eligible for refunds. These include, but are not limited to:

• Orders that have been fully consumed with no valid complaint raised at the time of consumption.
• Requests based solely on a change of mind after the order has been prepared or delivered.
• Customized or special menu items that were prepared exactly as requested by the customer.
• Promotional or discounted items that are explicitly marked as non-refundable at the time of purchase.
• Delivery fees, where delivery was successfully completed to the correct address.
• Service charges or platform fees, unless the order itself qualifies for a full refund.
• Tip amounts added to orders.
• Gift cards, vouchers, or promotional credits once redeemed.
• Orders where the customer provided an incorrect delivery address and the order was delivered to that address as specified.

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

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

1. Step 1 – Contact Us: Reach out to our customer support team via email at [email protected] or visit our website at hangry-joes.top to initiate your request.
2. Step 2 – Provide Order Details: Include your full name, order number, order date, delivery address, and a description of the issue you experienced.
3. Step 3 – Submit Supporting Evidence: Where applicable, attach clear photographs of the incorrect, missing, or unsatisfactory items. Photos of damaged packaging should also be included.
4. Step 4 – Await Confirmation: Our team will send you an acknowledgment email within 1–2 business days confirming that your request has been received and is under review.
5. Step 5 – Review and Decision: We will assess your claim based on the information and evidence provided. You will be notified of our decision within 3–5 business days of acknowledgment.
6. Step 6 – Refund Issuance: If your request is approved, the refund will be processed according to the timelines outlined in Section 6 of this policy.

We recommend keeping a record of all correspondence related to your refund request for your own records.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on your original payment method:

Please note that while we process refunds promptly on our end, the final posting of the refund to your account is subject to your bank's or payment provider's internal policies and timelines. Hangry Joe's is not responsible for any delays caused by third-party financial institutions.

In some cases, we may offer store credit as an alternative to a monetary refund. Store credits are applied to your Hangry Joe's account and can be used on future orders.

7. Partial Refunds

In situations where only a portion of your order is affected, we may issue a partial refund rather than a full refund. Partial refunds may be granted under the following conditions:

• Only specific items in a multi-item order were incorrect, missing, or unsatisfactory.
• The food quality issue affected part of the order but not the entire order.
• A promotional discount was applied to the order, reducing the refundable amount proportionally.
• Delivery was completed but a minor portion of the order was missing or incorrect.
• The customer has partially consumed the order before identifying an issue.

The partial refund amount will be calculated based on the price of the affected items, minus any applicable discounts, delivery fees, or service charges attributed to those items. Our customer support team will communicate the proposed partial refund amount to you for your review before processing.

8. Exchange Policy

Due to the perishable and time-sensitive nature of food products, Hangry Joe's does not offer direct item exchanges in the traditional retail sense. However, we do offer the following alternatives in appropriate circumstances:

• Replacement Order: If your order was incorrect or significantly below quality standards, we may, at our discretion, arrange for a replacement order to be prepared and delivered to you at no additional charge, subject to availability and operational feasibility.
• Credit Toward a Future Order: If a replacement is not possible, we may issue a store credit equivalent to the value of the affected items, which you can use on your next order at hangry-joes.top.
• Menu Substitution: In the event that a specific menu item is unavailable after your order is placed, we will contact you to offer a suitable substitution or issue a refund for the unavailable item.

All exchange decisions are made at the discretion of Hangry Joe's and are subject to the eligibility conditions outlined in Section 2 of this policy.

9. Cancellation Policy

We understand that plans can change. Below is our cancellation policy based on the stage of your order:

9.1 Before Order Preparation Begins

If you wish to cancel your order before it has entered the preparation stage, you may do so by contacting us immediately at [email protected]. Cancellations at this stage are eligible for a full refund to your original payment method.

9.2 During Order Preparation

Once your order has entered the preparation stage, cancellation may not be possible. If a cancellation is accepted at this stage, a partial refund may be issued, excluding the cost of ingredients and preparation labor already incurred.

9.3 After Order Has Been Dispatched for Delivery

Orders that have already been dispatched for delivery cannot be canceled. If you no longer wish to receive the order at this stage, please refer to our refund eligibility conditions to determine if you qualify for a refund after receipt.

9.4 Scheduled or Pre-Orders

For scheduled or pre-ordered meals, cancellations must be submitted at least 2 hours before the scheduled preparation time to qualify for a full refund. Cancellations submitted less than 2 hours before the scheduled time may be subject to a cancellation fee or partial refund at our discretion.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Hangry Joe's offers the following dispute resolution options:

10.1 Internal Escalation

If you disagree with the initial decision on your refund request, you may request an escalation by emailing [email protected] with the subject line "Refund Dispute – Escalation Request." Please include your original order number, the initial decision you received, and a clear explanation of why you believe the decision should be reconsidered. A senior member of our team will review your case within 5–7 business days.

10.2 Chargeback Rights

You retain the right to contact your bank or credit card provider to initiate a chargeback in accordance with your cardholder agreement. Under the Fair Credit Billing Act (FCBA), credit card holders have the right to dispute certain billing errors with their card issuer. We encourage you to attempt resolution with us directly before initiating a chargeback, as we are committed to resolving disputes fairly and promptly.

10.3 FTC and Consumer Protection Resources

Customers in the United States may also file a complaint with the Federal Trade Commission (FTC) at ftc.gov or contact their state's Attorney General office for consumer protection assistance.

10.4 Informal Mediation

In cases where internal escalation does not resolve the dispute, both parties agree to attempt informal mediation before pursuing formal legal action. Either party may propose mediation by providing written notice to the other party. The costs of mediation, if any, shall be shared equally unless otherwise agreed.

10.5 Governing Law

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States and the applicable laws of the state in which Hangry Joe's operates, without regard to conflict of law principles.

11. Fraud Prevention

Hangry Joe's takes fraudulent refund activity seriously. Any customer found to be submitting false or misleading refund claims, abusing our refund policy, or engaging in chargeback fraud may have their account suspended or permanently banned from our platform. We reserve the right to take appropriate legal action in cases of confirmed fraud in accordance with applicable U.S. federal and state laws.

12. Changes to This 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 hangry-joes.top. We encourage you to review this policy periodically to stay informed of any updates. Your continued use of our services following the posting of changes constitutes your acceptance of the revised policy.

The effective date at the top of this page will reflect the most recent revision date.

13. Contact Information for Refund Requests

If you have questions about this Refund Policy, need to submit a refund request, or wish to escalate a dispute, please reach out to us using the contact details below: