Refund Policy

Effective Date: June 4, 2026  |  Last Updated: June 4, 2026

1. Introduction

Hangry Joe's ("we," "us," "our," or "the Company") is committed to providing our customers with high-quality food and exceptional service. We understand that issues may occasionally arise with your order, and we want to make the resolution process as straightforward and fair as possible.

This Refund Policy governs all transactions made with Hangry Joe's, whether placed online through cafe-hangryjoes.rest, by phone, or in person at our location. By placing an order with us, you agree to the terms outlined in this policy. This policy is designed in compliance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state consumer protection statutes.

Please read this policy carefully before placing your order. If you have any questions, you may contact us at [email protected] before completing your purchase.

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their Hangry Joe's experience. A refund may be issued under the following conditions:

• Incorrect Order: You received an item or items that are different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food you received was undercooked, overcooked, spoiled, or otherwise unfit for consumption due to an error on our part.
• Allergen Concerns: You notified us of a specific food allergy or dietary restriction at the time of ordering, and that restriction was not honored. Please note that we encourage all customers with severe allergies to contact us directly before ordering.
• Significant Delay: Your order was delayed beyond the estimated preparation or delivery time by more than 30 minutes due to circumstances within our control, and you choose not to accept the order.
• Order Not Delivered: Your delivery order was confirmed as placed and paid for but was never received and cannot be located.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.

Refunds are evaluated on a case-by-case basis. We reserve the right to request supporting information, such as photographs of the order, before processing a refund.

3. Non-Refundable Items and Situations

Due to the perishable nature of food products, not all purchases are eligible for a refund. The following are not eligible for a refund:

• Orders that have been fully consumed or substantially consumed, except in cases of food safety or quality concerns.
• Orders where the customer simply changed their mind after the food was prepared.
• Customization errors caused by incorrect information provided by the customer at the time of ordering.
• Dissatisfaction based solely on personal taste preferences, where the food was prepared correctly as ordered.
• Orders where the customer was more than 15 minutes late for a scheduled pickup and the food deteriorated as a result.
• Promotional items, complimentary items, or items received as part of a discount where no monetary payment was made.
• Delivery fees, service fees, or third-party platform fees charged by external delivery services (refund requests for these fees must be directed to the respective third-party platform).
• Tips or gratuities added to the order at checkout.
• Gift cards or store credit once they have been applied to a transaction.

4. Timeframes for Refund Requests

To ensure we can effectively investigate and resolve your concern, refund requests must be submitted within the following timeframes:

Requests made outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and report any issues promptly.

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

Submitting a refund request with Hangry Joe's is simple. Please follow the steps below:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your full name and contact information
   • Your order number or confirmation email
   • The date and time of your order
   • A clear description of the issue
   • Photographs of the incorrect, missing, or unsatisfactory item(s), if applicable
2. Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: cafe-hangryjoes.rest
3. Describe Your Issue: Clearly explain the problem with your order. Include all relevant details listed in Step 1. The more information you provide, the faster we can resolve your request.
4. Submit Supporting Evidence: If requested, email photos or other supporting documents to [email protected]. This helps us verify the issue and process your refund more quickly.
5. Await Confirmation: Our team will review your request and respond within 1–2 business days. We may reach out to request additional information if needed.
6. Refund Approval: Once your request is reviewed and approved, we will notify you of the outcome and initiate the refund or resolution process as outlined below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on the original payment method used:

Please note that processing times are estimates and may vary depending on your financial institution. Hangry Joe's is not responsible for delays caused by your bank or payment provider once the refund has been issued from our end. You will receive a confirmation email when the refund has been processed on our side.

7. Partial Refunds

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

• Only some items in a multi-item order were incorrect, missing, or unsatisfactory. In this case, you will be refunded the value of the affected items only.
• The food was partially consumed before a quality issue was identified. We may offer a partial refund proportional to the uneaten portion.
• A discount, coupon, or promotional offer was applied to the original order. The refund will reflect the actual amount paid, not the full menu price.
• A service charge or delivery fee is non-refundable, and the refund will cover only the food items affected.
• An order involved both eligible and non-eligible items for a refund. Only the eligible portion will be refunded.

Partial refund amounts will be communicated to you during the resolution process, and you will have the opportunity to accept or escalate your concern before the refund is finalized.

8. Exchange Policy

Due to the perishable and time-sensitive nature of food products, we are generally unable to offer traditional product exchanges. However, in appropriate circumstances, we may offer the following alternatives:

• Replacement Order: If your order was incorrect or of unacceptable quality, we may offer to prepare and deliver or make available a replacement item at no additional cost. This option is subject to availability and must be requested within the same timeframe as a standard refund request.
• Store Credit: In lieu of a monetary refund, we may offer store credit of equal or greater value to the affected items. Store credit can be applied to future orders at Hangry Joe's and does not expire within 12 months of issuance.
• Menu Substitution: If a specific item is unavailable, we may offer a comparable menu item as a substitute at no additional charge, with your consent.

Exchanges and replacements are subject to operational hours and product availability. We will always communicate available options clearly and transparently.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Online and Phone Orders

• Before Preparation Begins: If you cancel your order before our kitchen has begun preparing it, you are entitled to a full refund. Please contact us immediately by email at [email protected] or by calling us to cancel.
• After Preparation Has Begun: Once your order is actively being prepared, cancellations may not be accepted, or only a partial refund may be issued to cover unprepared components.
• After Order is Ready: Once your order is ready for pickup or has been dispatched for delivery, cancellations will not be accepted, and no refund will be issued.

9.2 Pre-Orders and Catering Orders

For advance, pre-orders, or catering orders scheduled for a future date:

• Cancellations made more than 48 hours before the scheduled order date will receive a full refund.
• Cancellations made between 24–48 hours before the scheduled date will receive a 50% refund.
• Cancellations made less than 24 hours before the scheduled date are not eligible for a refund, as ingredients and resources will have already been allocated.

9.3 In-Person Orders

Orders placed in person at our establishment cannot be canceled once submitted to the kitchen. We encourage customers to review their order carefully before confirming.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to escalate your concern through the following process:

1. Step 1 – Internal Review: Contact our customer service team at [email protected] and request that your case be escalated to a senior team member. Provide your original case reference number and explain why you are unsatisfied with the initial resolution.
2. Step 2 – Management Review: Our management team will review the escalated case within 3–5 business days and provide a final written response outlining our decision and reasoning.
3. Step 3 – External Mediation: If you remain unsatisfied after completing Steps 1 and 2, you may seek resolution through an independent consumer mediation service or file a complaint with the appropriate consumer protection authority, including:
   • The Federal Trade Commission (FTC) at www.ftc.gov
   • Your state's Attorney General's office
   • The Better Business Bureau (BBB) at www.bbb.org
   • Your credit card issuer or bank (for payment disputes / chargebacks)

We are committed to resolving all disputes fairly and in good faith. We encourage customers to work directly with us before pursuing external channels, as we strive to find a mutually satisfactory resolution in the vast majority of cases.

11. Chargebacks and Payment Disputes

We ask that customers contact us directly before initiating a chargeback through their bank or credit card provider. Filing a chargeback without first attempting to resolve the issue with us may result in delays, additional administrative burdens, and the temporary suspension of your account with Hangry Joe's.

If a chargeback is filed, we will cooperate fully with the investigation conducted by the relevant financial institution and provide all transaction records, order confirmations, and correspondence to support our response.

Fraudulent chargeback claims — where services were duly rendered and the dispute is not made in good faith — may be referred to appropriate legal or consumer protection authorities.

12. Consumer Rights Under U.S. Law

As a customer in the United States, you have rights under applicable federal and state consumer protection laws. Nothing in this Refund Policy limits or waives those rights. Relevant protections include:

• Federal Trade Commission (FTC) Act: Prohibits unfair or deceptive practices in commerce. Our refund practices are designed to be transparent, fair, and consistent with FTC guidelines.
• State Consumer Protection Laws: Depending on your state of residence, additional consumer protection rights may apply. If you are a California resident, you may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) regarding personal data collected during the refund process.
• Credit Card Consumer Protections: Under the Fair Credit Billing Act (FCBA), you have the right to dispute billing errors with your credit card issuer. We recommend contacting us first for a faster resolution.

13. Changes to This Policy

Hangry Joe's reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically. Continued use of our services following the posting of changes constitutes your acceptance of the revised policy.

Significant changes to this policy will be communicated via email or a prominent notice on our website at cafe-hangryjoes.rest.

14. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact us using the details below. We aim to respond to all inquiries within 1–2 business days.

This Refund Policy was last updated on June 4, 2026, and applies to all transactions made with Hangry Joe's on or after this date.