Refund Policy

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

1. Introduction

Hangry Joe's ("we," "us," "our," or "the Company") operates as a food business through the website new-hangryjoes.click and related channels. We take pride in delivering high-quality food products and exceptional customer service. However, we understand that issues can arise, and we have established this comprehensive Refund Policy to ensure a fair and transparent process for all customers.

By placing an order through our website or any affiliated ordering platform, you agree to the terms set forth in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive acts or practices in commerce.

If you have any questions about this policy, please contact us at [email protected] before placing your order.

2. Eligibility Conditions for Refunds

Not every situation automatically qualifies for a refund. To be eligible for a refund, the following general conditions must be met:

• The order was placed directly through new-hangryjoes.click or an authorized Hangry Joe's ordering channel.
• The refund request is submitted within the applicable timeframe described in Section 3 of this policy.
• The customer can provide valid proof of purchase, including an order number, confirmation email, or receipt.
• The issue falls within one or more of the qualifying categories listed below.

2.1 Qualifying Reasons for a Refund

Refunds may be issued under the following circumstances:

• Incorrect Order: You received food items that do not match what you ordered (wrong items, wrong quantity, missing items).
• Food Quality Issues: The food received was spoiled, inedible, contained foreign objects, or was otherwise not fit for consumption upon delivery or pickup.
• Allergic Reactions Due to Mislabeling: If you clearly specified an allergen requirement and the food was prepared in violation of that request, causing an adverse reaction or a clearly incorrect preparation.
• Order Not Delivered: Your order was confirmed and charged but never arrived within a reasonable timeframe and was not collected at pickup.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.
• Order Cancelled by Hangry Joe's: If we are unable to fulfill your order for any operational reason, a full refund will be issued.

3. Timeframes for Refund Requests

Due to the perishable nature of food products, refund requests must be submitted promptly. The following timeframes apply:

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for a refund under this policy. Please review the following carefully:

• Change of Mind: Refunds are not issued simply because you changed your mind after an order was prepared or delivered.
• Consumed Food: If the majority of the food has been consumed, a refund will not be issued unless a documented quality issue is reported promptly.
• Customization Errors by Customer: If you made an error in your customization or special instructions, and the food was prepared exactly as specified, a refund will not be issued.
• Promotional or Discounted Items: Items purchased at a promotional discount or as part of a limited-time offer may be subject to modified refund terms disclosed at the time of purchase.
• Delivery Fees: Delivery fees are generally non-refundable unless the refund is due to an error on our part or a failure to deliver.
• Third-Party Platform Orders: Orders placed through third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub) are subject to those platforms' refund policies, not ours. Please contact the relevant platform directly for such orders.
• Tip Amounts: Gratuity or tips added to an order are non-refundable.
• Gift Cards and Store Credits: Purchased gift cards and store credits are non-refundable unless required by applicable state law.

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

To submit a refund request, please follow the steps outlined below. Following these steps carefully will help us resolve your issue as quickly as possible.

Step 1: Gather Your Information

Before contacting us, please have the following ready:

• Your order number (found in your confirmation email)
• Your name and contact information
• Date and time the order was placed
• A clear description of the issue
• Photographic evidence, if applicable (strongly recommended for quality issues or wrong items)

Step 2: Contact Us

Reach out to our customer support team using one of the following methods:

• Email: [email protected]
• Website: new-hangryjoes.click

In your message, please include your order number, a description of the problem, and any supporting photos or documentation.

Step 3: Review Process

Once we receive your refund request, our team will review the information provided. We may contact you for additional details if necessary. We aim to respond to all refund inquiries within 1–2 business days.

Step 4: Decision Notification

After reviewing your request, we will notify you of our decision via email. If your refund is approved, we will outline the refund method and estimated processing time. If your request is denied, we will provide a clear explanation.

Step 5: Refund Issuance

Approved refunds will be processed according to the timelines described in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes to receive your funds depends on your original payment method. The following estimated timelines apply:

Please note that while we initiate the refund promptly, the actual time for the funds to appear in your account may vary depending on your bank or financial institution. Hangry Joe's is not responsible for delays caused by third-party payment processors or financial institutions.

7. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. Partial refunds may apply under the following conditions:

• Only a portion of the items in your order were incorrect or unsatisfactory.
• The food quality issue affected only part of your order, while the remaining items were acceptable.
• You partially consumed the order before identifying an issue.
• A promotional discount was applied, and the refund is adjusted to reflect the actual amount paid for the affected item(s).
• An order was partially prepared before a cancellation request was received.

The amount of a partial refund will be determined on a case-by-case basis by our customer service team, based on the specific circumstances and documentation provided.

8. Cancellation Policy

We begin preparing food orders shortly after they are confirmed. Therefore, our cancellation window is very limited.

8.1 Customer-Initiated Cancellations

• Within 5 minutes of order placement: If you cancel your order within 5 minutes of placing it and preparation has not yet begun, a full refund will be issued.
• After 5 minutes / Preparation has begun: Once food preparation has commenced, cancellations are generally not accepted, and no refund will be issued.
• Scheduled Orders: For orders scheduled for a future date or time, cancellations must be made at least 1 hour before the scheduled preparation time to receive a full refund.

8.2 Company-Initiated Cancellations

If Hangry Joe's must cancel your order due to ingredient unavailability, operational issues, or circumstances beyond our control, you will receive a full refund within the applicable processing time based on your payment method. We will notify you via the contact information provided at checkout.

9. Exchange Policy

Due to the nature of food products, traditional exchanges (returning one item for another) are generally not applicable. However, in cases where an incorrect item was delivered, we may offer the following remedies at our discretion:

• Re-delivery of the correct item: Subject to availability and operational feasibility, we may offer to deliver the correct item. This option may be available only for local delivery orders.
• Store Credit: Instead of a cash refund, you may elect to receive store credit equivalent to the value of the affected item(s), which can be applied to a future order.
• Replacement at Next Visit: For in-store or pickup orders, we may offer a replacement item at your next visit, subject to our team's approval.

Any exchange or replacement offer is subject to verification of the original issue and must be requested within the timeframes specified in Section 3.

10. Dispute Resolution Process

We are committed to resolving all customer concerns fairly and efficiently. If you are not satisfied with the outcome of your refund request, the following dispute resolution process applies:

10.1 Internal Escalation

If you believe your refund request was not handled appropriately, you may request an escalation to a senior member of our customer service team by emailing [email protected] with the subject line "Refund Dispute Escalation" and your original order number. We will review your case within 3–5 business days and provide a final internal decision.

10.2 Chargeback and Credit Card Disputes

You have the right to dispute a charge with your credit card issuer or bank if you believe you have been charged in error. However, we encourage you to contact us first, as we can often resolve issues more quickly through direct communication. Filing a chargeback without first attempting to resolve the issue through our process may result in your account being flagged or restricted from future orders while the dispute is under investigation.

10.3 Consumer Protection Agencies

If you believe your consumer rights have been violated, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov — for unfair or deceptive business practices under the FTC Act.
• Your State Attorney General's Office — for state-specific consumer protection complaints.
• Better Business Bureau (BBB): www.bbb.org

10.4 Informal Mediation

If all internal efforts are exhausted without a satisfactory resolution, both parties agree to attempt resolution through informal mediation before pursuing formal legal action. A mutually agreed-upon mediator will be selected, and each party will bear their own costs associated with mediation.

11. Special Circumstances and Force Majeure

In the event of extraordinary circumstances beyond our control — including but not limited to natural disasters, severe weather events, supply chain disruptions, power outages, or public health emergencies — our standard refund and cancellation timelines may be affected. In such cases, we will communicate updates to affected customers via email and/or our website and will work to resolve all outstanding refund matters as promptly as possible.

12. Modifications to This Policy

Hangry Joe's reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at new-hangryjoes.click. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically. Your continued use of our services following any modifications constitutes your acceptance of the updated policy.

13. Governing Law

This Refund Policy is governed by the laws of the United States and the applicable state laws of the state in which Hangry Joe's operates. Any disputes arising under or in connection with this policy shall be subject to the exclusive jurisdiction of the courts of competent jurisdiction in the applicable state. Consumer rights under the Federal Trade Commission (FTC) Act and applicable state consumer protection statutes are preserved in full.

14. Contact Information for Refund Requests

If you have questions about this Refund Policy or wish to submit a refund request, please contact our customer support team using the information below. We are here to help and strive to respond to all inquiries promptly.

This Refund Policy was last reviewed and updated on July 1, 2026, and is effective as of that date. Thank you for choosing Hangry Joe's — we value your business and are dedicated to making every experience a satisfying one.