Refund Policy

At Hangry Joe's, we are committed to delivering a satisfying dining and ordering experience. We understand that situations arise where a refund or adjustment may be necessary, and we have established this Refund Policy to ensure fairness and transparency for all our customers. Please read the following terms carefully before placing an order or making a purchase.

1. Overview

This Refund Policy applies to all purchases made through our website cafe-hangryjoes.digital, including online food orders, catering reservations, gift cards, and any other products or services offered by Hangry Joe's. By placing an order or completing a transaction with us, you acknowledge that you have read, understood, and agreed to the terms of this policy.

Our goal is to resolve any issue quickly and fairly. If you are dissatisfied with your order or experience, we encourage you to contact us as soon as possible so that we can make it right.

2. Eligibility Conditions for Refunds

To be eligible for a refund, one or more of the following conditions must be met:

• You received an incorrect item that does not match what you ordered.
• Your order arrived in an unsatisfactory or unsafe condition (e.g., spoiled, contaminated, or improperly prepared food).
• A significant portion of your order was missing upon delivery or pickup.
• Your order was never delivered and no reasonable resolution was provided by our delivery partner.
• You experienced a verified technical or billing error that resulted in a duplicate charge or an overcharge.
• Your catering or special order was canceled by Hangry Joe's due to unforeseen operational circumstances.

2.1 Food Safety Concerns

If you believe that any food item you received poses or posed a health or safety risk, please contact us immediately at [email protected]. We take food safety extremely seriously and will investigate all such reports promptly. In cases involving potential food safety issues, you may be asked to preserve the item and provide photographic evidence to assist our investigation.

3. Timeframes for Refund Requests

Refund requests must be submitted within the following timeframes to be considered:

Requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us promptly if any issue is identified.

4. Non-Refundable Items and Services

The following items and services are generally not eligible for refunds:

• Consumed food items: Any food item that has been substantially consumed is not eligible for a refund unless a verified quality or safety issue is documented.
• Promotional or discounted items: Items purchased through limited-time promotions, discount codes, or special offers may not be eligible for a refund unless defective or incorrectly fulfilled.
• Custom or specialty orders: Personalized or custom-prepared food items made to your specific instructions are non-refundable unless there was an error on our part.
• Used gift cards: Gift cards that have been partially or fully redeemed are non-refundable for the used balance.
• Delivery fees: Third-party delivery fees are generally non-refundable unless the delivery failure was attributable to Hangry Joe's directly.
• Service fees and platform charges: Processing or convenience fees charged by our platform may be non-refundable depending on the nature of the transaction.
• Late cancellations on catering orders: Catering orders canceled within 24 hours of the scheduled event may be subject to a partial or full cancellation fee (see Section 8).

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

To submit a refund request, please follow the steps outlined below:

1. Gather your order information: Locate your order confirmation email or receipt. You will need your order number, the date and time of the order, and the items in question.
2. Document the issue: If applicable, take clear photographs of the incorrect, damaged, or missing items. Visual documentation significantly helps our team process your request efficiently.
3. Contact our support team: Reach out to us using one of the following methods:
   • Email: [email protected]
   • Website: cafe-hangryjoes.digital
4. Provide required details: In your message, include your full name, order number, contact information, a description of the issue, and any supporting photos or documentation.
5. Await confirmation: Our team will acknowledge your request within 1–2 business days and may follow up with additional questions if necessary.
6. Resolution: Once your request has been reviewed and approved, we will notify you of the outcome and initiate the appropriate refund, credit, or replacement.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account will depend on your original payment method. Please refer to the table below for estimated processing timelines:

Please be aware that Hangry Joe's does not control the processing speed of financial institutions or payment processors. If you have not received your refund within the timeframes listed above, we recommend first checking with your bank or payment provider before contacting us.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• The issue affected one or more items in a multi-item order but not the order as a whole.
• A catering order was partially fulfilled due to an unforeseen shortage of specific ingredients or items.
• A promotional discount was applied to the original order, in which case the refund may be adjusted to reflect the discounted amount paid.
• The customer contributed to the issue in part (e.g., providing an incorrect delivery address or special instructions that led to a preparation error).

The amount of any partial refund will be calculated at our discretion based on the value of the affected item(s) and the nature of the issue. We will communicate the refund amount to you before processing it.

8. Cancellation Policy

We understand that plans can change. Below are our cancellation terms for different order types:

8.1 Standard Delivery and Pickup Orders

Once an order has been submitted and accepted by our kitchen, it may not be possible to cancel it, as food preparation begins immediately. However, if you need to cancel an order, please contact us as soon as possible:

• Cancellation before preparation begins: Full refund issued.
• Cancellation after preparation has begun: No refund will be issued, as the food has already been prepared to your specifications.

8.2 Catering and Large-Group Orders

Catering orders require advance planning and ingredient procurement. Our cancellation terms for catering are as follows:

All catering cancellations must be communicated in writing via email to [email protected]. Verbal cancellations will not be accepted.

9. Exchange Policy

Due to the perishable nature of food products, direct item exchanges are generally not available for standard delivery or pickup orders. However, in cases where a food item is incorrect or defective, we may offer one of the following remedies at our discretion:

• Replacement item: We will prepare and deliver or make available the correct item at no additional charge, subject to availability and operational feasibility.
• Store credit: A credit equal to the value of the affected item will be applied to your account for use on a future order.
• Partial or full monetary refund: As described in the sections above.

For gift cards that have not been used and were purchased in error, an exchange for a different denomination may be possible if requested within 48 hours of purchase. Please contact us directly to arrange this.

10. Dispute Resolution Process

If you believe your refund request was not handled appropriately, or if you are dissatisfied with the resolution offered, you have the right to escalate the matter using the process outlined below.

10.1 Internal Escalation

Submit a formal written complaint to [email protected] with the subject line "Refund Dispute – [Your Order Number]". A senior member of our team will review your case and respond within 3–5 business days.

10.2 Chargeback Rights

As a customer in the United States, you may have the right to dispute a charge with your bank or credit card issuer under applicable consumer protection regulations, including rights established under the Fair Credit Billing Act (FCBA) and guidelines enforced by the Federal Trade Commission (FTC). We encourage you to attempt resolution directly with us before initiating a chargeback, as chargebacks may result in additional delays and account restrictions.

10.3 Consumer Protection Resources

If you feel that your consumer rights have been violated, you may also contact the following resources:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your applicable state attorney general's office or consumer protection division.

11. Changes to This Policy

Hangry Joe's reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes will be reflected on this page with an updated effective date. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our website or services following any changes constitutes your acceptance of the revised policy.

12. Contact Information for Refund Requests

If you have any questions about this Refund Policy or wish to submit a refund request, please reach out to us through any of the following channels:

Our customer support team is available during regular business hours. We strive to respond to all refund-related inquiries within 1–2 business days. Your satisfaction is our priority, and we appreciate the opportunity to make things right.