Refund Policy

At Hangry Joe's, we are committed to delivering a satisfying dining experience with every order. We understand that situations arise where a refund or adjustment may be necessary, and we want to make that process as straightforward as possible. Please read this Refund Policy carefully to understand your rights, our obligations, and the procedures we follow when handling refund requests.

This policy applies to all orders placed through our website hangryjoesdining.click, including online orders, pre-orders, catering bookings, and any other food-related transactions processed through our platform. By placing an order with Hangry Joe's, you agree to the terms outlined in this Refund Policy.

1. Our Commitment to Customer Satisfaction

Hangry Joe's takes food quality and customer satisfaction seriously. We prepare all food items with care and high-quality ingredients. However, we recognize that errors can occur — whether in preparation, packaging, or delivery. Our goal is to address every concern promptly, fairly, and in good faith.

This policy is designed to comply with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, as well as any state-specific regulations applicable to food service businesses operating in the United States.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• Incorrect Order: You received an item that does not match what you ordered (wrong food item, wrong size, wrong customization).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food received was undercooked, spoiled, contaminated, or otherwise unfit for consumption.
• Allergic Reactions Due to Restaurant Error: If you clearly indicated a food allergy at the time of ordering and the item was prepared without accommodating that allergy, causing an adverse reaction, you may be eligible for a refund. We may require documentation in such cases.
• Order Not Delivered: Your delivery order was marked as delivered but was not received, or it was never dispatched after payment was processed.
• Duplicate Charges: You were charged more than once for the same order due to a technical error on our platform.
• Significant Delay: Your order was substantially delayed beyond the estimated time provided and you chose not to accept it upon late arrival.

All refund requests are evaluated on a case-by-case basis. Hangry Joe's reserves the right to request evidence — such as photographs of the food, a description of the issue, or a copy of your order confirmation — before processing any refund.

3. Timeframes for Refund Requests

To ensure fairness and the ability to investigate your concern properly, we ask that all refund requests be submitted within the following timeframes:

Requests submitted outside these timeframes may not be eligible for a refund. We encourage customers to inspect their orders upon receipt and contact us immediately if there is a problem.

4. Non-Refundable Items and Situations

Certain items and circumstances are not eligible for a refund. These include, but are not limited to:

• Orders that have been fully consumed or substantially eaten with no documented issue reported.
• Change of mind after an order has been prepared or is in transit.
• Orders where the customer provided incorrect delivery information (wrong address, wrong unit number, etc.).
• Dissatisfaction with portion size, taste preference, or spice level when the item was accurately described on our menu.
• Promotional or discounted items unless the item itself was incorrect or defective.
• Digital gift cards or vouchers once redeemed.
• Delivery fees in cases where the food itself met quality standards and was delivered within a reasonable timeframe.
• Requests made beyond the applicable timeframes stated above.

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

To initiate a refund request, please follow the steps below:

1. Step 1 – Document the Issue: Take clear photos or videos of the food item(s) in question. Note the time you received your order and clearly describe the problem.
2. Step 2 – Gather Your Order Information: Locate your order confirmation email or receipt. Have your order number, date of order, and payment method ready.
3. Step 3 – Contact Us: Reach out to our customer support team via email at [email protected] or through our website at hangryjoesdining.click. Please use the subject line: "Refund Request – [Your Order Number]".
4. Step 4 – Submit Supporting Evidence: Attach your photos, a description of the issue, and your order confirmation details to your email. The more detail you provide, the faster we can process your request.
5. Step 5 – Await Review: Our customer service team will review your request and respond within 1–3 business days. We may ask follow-up questions or request additional documentation.
6. Step 6 – Resolution: Once approved, your refund will be processed according to the payment method used for the original transaction. You will receive a confirmation email when the refund has been initiated.

6. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes to appear in your account depends on your payment method:

7. Partial Refunds

In some cases, a partial refund may be more appropriate than a full refund. Partial refunds may be issued in the following situations:

• Only some items in your order were incorrect, missing, or defective — a refund will be issued for those specific items only.
• The food quality issue applied to only a portion of a combo or bundle.
• A late delivery resulted in reduced food quality for part of the order.
• A partial order cancellation was requested before preparation was completed.

The amount of a partial refund will be calculated based on the individual price of the affected item(s) as reflected in your original order. Hangry Joe's will clearly communicate the breakdown of any partial refund in writing before processing.

8. Exchange Policy

In situations where the food is incorrect but still safe and fresh, Hangry Joe's may offer a replacement or exchange as an alternative to a monetary refund. Exchanges are subject to the following conditions:

• The exchange must be requested within 2 hours of receiving your order.
• The original item must not have been substantially consumed.
• Replacement items will be prepared as quickly as possible. Estimated preparation and delivery times will be communicated at the time of the exchange request.
• If an exchange is not feasible (for example, due to distance, time, or item unavailability), we will issue a full refund or store credit instead.
• Hangry Joe's does not offer exchanges for dissatisfaction with taste, flavor profile, or personal preference when the item was accurately described on the menu.

9. Cancellation Policy

We understand that plans change. Below is our cancellation policy based on order type:

9.1 Standard Online Orders

Standard food orders may be cancelled within 5 minutes of placing the order, provided the kitchen has not yet begun preparation. Once preparation has started, cancellation is no longer possible and no refund will be issued. To cancel, please contact us immediately at [email protected] or call us directly.

9.2 Pre-Orders

Pre-orders may be cancelled and fully refunded if the cancellation is requested at least 24 hours before the scheduled pickup or delivery time. Cancellations made within 24 hours of the scheduled time may be eligible for a partial refund or store credit at our discretion.

9.3 Catering Orders

Catering orders represent significant planning and food preparation commitments. The following cancellation terms apply:

10. Store Credit Option

As an alternative to a monetary refund, Hangry Joe's may offer store credit for future orders. Store credit:

• Has no expiration date (unless otherwise stated at the time of issuance).
• Is non-transferable and may only be used on the Hangry Joe's platform at hangryjoesdining.click.
• Cannot be exchanged for cash.
• Will be applied automatically to your account upon approval.

11. Dispute Resolution Process

If you are not satisfied with the resolution offered by our customer service team, you have the following options to escalate your concern:

11.1 Internal Escalation

Request that your case be reviewed by a senior member of our customer support team or management. Submit your escalation request in writing to [email protected] with the subject line: "Escalation Request – [Your Order Number]". We will respond within 3–5 business days.

11.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your credit or debit card issuer. However, we encourage customers to attempt resolution with us directly before initiating a chargeback, as this process may take significantly longer. Chargebacks initiated without prior contact may affect your ability to place future orders with Hangry Joe's.

11.3 Consumer Protection Agencies

If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or your state's consumer protection office. We take all regulatory inquiries seriously and cooperate fully with applicable authorities.

11.4 Informal Mediation

For unresolved disputes exceeding $500, either party may request informal mediation before pursuing legal action. Both parties agree to participate in good faith mediation through a mutually agreed-upon mediator. Mediation costs will be shared equally unless otherwise agreed.

12. Food Safety Concerns

If you believe a food item from Hangry Joe's has caused a foodborne illness, please take the following steps immediately:

1. Seek appropriate medical attention if necessary.
2. Preserve any remaining food in its original packaging if possible.
3. Contact us immediately at [email protected].
4. Report the incident to your local health department.

Hangry Joe's cooperates fully with all food safety investigations and takes all reported illness incidents extremely seriously. A full refund will be provided in verified cases of food safety failures attributable to our restaurant.

13. Changes to This Refund Policy

Hangry Joe's reserves the right to modify this Refund Policy at any time. Changes will be posted to our website at hangryjoesdining.click with an updated effective date. Your continued use of our services after any changes constitutes your acceptance of the updated policy. We encourage you to review this policy periodically.

14. Contact Information

For all refund requests, questions, or concerns related to this policy, please reach out to us using the following contact details: