Refund Policy

At Hangry Joe's, we are committed to delivering a satisfying dining and ordering experience. We understand that sometimes things don't go as planned, and we want to make sure you feel confident every time you place an order with us. This Refund Policy outlines the conditions under which refunds, exchanges, cancellations, and dispute resolutions are handled. Please read this policy carefully before placing an order through our website at cafe-hangryjoes.click or through any other available ordering channels.

By placing an order with Hangry Joe's, you acknowledge that you have read, understood, and agreed to the terms set forth in this Refund Policy. If you have any questions, please contact us directly at [email protected] before completing your purchase.

1. Our Commitment to Customer Satisfaction

Hangry Joe's takes pride in the quality of our food and services. We prepare every order with care and attention to detail. However, we recognize that errors can occur — whether it's an incorrect item, a missing component, a food quality issue, or a delivery concern. In such cases, we are dedicated to making things right in a fair, timely, and transparent manner.

This policy applies to all orders placed through our website (cafe-hangryjoes.click), by phone, in person, or through any authorized third-party delivery platform associated with Hangry Joe's.

2. Eligibility Conditions for Refunds

Refund requests will be considered under the following circumstances:

• Incorrect Order: You received an item that does not match what you ordered (e.g., wrong protein, wrong size, wrong modification).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food arrived in an unacceptable condition — undercooked, spoiled, or significantly different from what was described on the menu.
• Allergic Reactions Due to Incorrect Preparation: If an allergen was present in a dish despite a clearly noted allergy request, you may be eligible for a full refund. We take food safety extremely seriously.
• Order Never Received: Your delivery order was never received and cannot be confirmed as delivered by our team or the delivery partner.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.

3. Timeframes for Refund Requests

To ensure we can investigate your concern properly, all refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a full refund. However, we encourage you to reach out regardless — we will review each case individually and do our best to accommodate reasonable concerns.

4. Non-Refundable Items and Services

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

• Food items that have been partially or fully consumed, unless a quality issue is identified and reported promptly.
• Orders where incorrect information was provided by the customer at the time of ordering (wrong address, wrong customization submitted by the customer).
• Promotional or discounted items purchased under special limited-time offers, unless the item itself is defective or incorrect.
• Delivery fees charged by third-party platforms are non-refundable by Hangry Joe's and must be addressed directly with the respective platform.
• Gift cards, vouchers, and store credits are non-refundable and cannot be exchanged for cash.
• Catering deposits once preparation has commenced.
• Orders canceled after preparation has already begun (see Section 8 – Cancellation Policy).
• Orders where the complaint is based solely on subjective taste preference and the item was correctly prepared as described.

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

Requesting a refund from Hangry Joe's is straightforward. Please follow the steps below:

1. Contact Us Promptly: Reach out to our customer support team as soon as you notice an issue. You can contact us via:
   • Email: [email protected]
   • Website: cafe-hangryjoes.click
2. Provide Your Order Details: Include the following information in your request:
   • Full name used when placing the order
   • Order number or confirmation number
   • Date and time of the order
   • Method of ordering (online, phone, in-person, third-party app)
   • A clear description of the issue
3. Submit Supporting Evidence (When Applicable): If possible, attach photographs of the incorrect, missing, or unsatisfactory items. Visual evidence significantly helps us process your request faster and more accurately.
4. Wait for Confirmation: Our team will acknowledge your request within 1–2 business days and provide you with an update on the status of your refund review.
5. Resolution: Once your request has been reviewed and approved, we will process your refund or issue an appropriate remedy (store credit, replacement order, or full/partial refund) within the applicable processing timeframe outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on the payment method used at the time of purchase:

Please note that Hangry Joe's initiates the refund on our end within 2 business days of approval. However, the actual time for funds to appear in your account is dependent on your bank or payment provider and is outside our control.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds apply when:

• Only a portion of your order was incorrect or missing, while the rest was delivered correctly.
• The food quality was partially satisfactory — for example, an entree had an issue but the side items and beverages were acceptable.
• A promotional discount was applied to your order, and only the non-discounted item requires a refund.
• The customer has partially consumed the order before reporting an issue, and the remaining unconsumed portion is the subject of the complaint.
• An item was prepared as requested but there was a minor issue that does not warrant a full refund of the entire order value.

The amount of a partial refund will be determined at the discretion of Hangry Joe's management based on a fair assessment of the situation. We will always communicate transparently about the refund amount and the rationale behind it.

8. Exchange Policy

In many cases, especially for dine-in or pickup orders, we prefer to offer a replacement rather than a monetary refund, as this allows us to correct the issue immediately and ensure you leave satisfied.

Exchanges and replacements are offered under the following conditions:

• The incorrect item was identified before or shortly after delivery or pickup.
• The replacement can be prepared and delivered within a reasonable timeframe.
• The customer agrees to an exchange rather than a refund.

If you prefer a monetary refund over an exchange, please state this preference when submitting your refund request, and we will process it accordingly, subject to the eligibility conditions outlined in Section 2.

Please note that exchanges are subject to current menu availability. If an item is no longer available at the time of the exchange request, we will offer a comparable substitute or process a refund.

9. Cancellation Policy

We understand that plans can change. However, because our food is freshly prepared to order, cancellations are time-sensitive. Please review the following cancellation guidelines:

9.1 Online and Phone Orders

• Cancellation within 5 minutes of placing the order: Full refund issued — no questions asked.
• Cancellation after 5 minutes but before preparation begins: Full refund may be issued at management's discretion, depending on kitchen status.
• Cancellation after preparation has begun: No refund will be issued. You may still pick up your order if it is a pickup order.
• Cancellation of a delivery order after the driver has been dispatched: No refund will be issued for the food cost; delivery fees are non-refundable.

9.2 Catering and Large Group Orders

Catering orders require advanced notice for cancellations due to the significant preparation involved:

• More than 72 hours before the event: Full refund of any deposit or prepayment.
• 24–72 hours before the event: 50% refund of the total order value.
• Less than 24 hours before the event: No refund will be issued.

To cancel a catering order, please contact us as soon as possible at [email protected] with your order confirmation details.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, Hangry Joe's provides the following escalation and dispute resolution process:

10.1 Internal Review

If you believe your refund request was unfairly denied or the resolution offered was inadequate, you may request an internal review by a senior member of our management team. To initiate an internal review:

1. Email [email protected] with the subject line: "Refund Dispute – Internal Review Request"
2. Include your original refund request details and the response you received.
3. Explain clearly why you believe the outcome was unsatisfactory.

We will respond to internal review requests within 3–5 business days.

10.2 Consumer Protection and Regulatory Remedies

Hangry Joe's operates in the United States and complies with all applicable federal and state consumer protection laws, including those enforced by the Federal Trade Commission (FTC) under the FTC Act. If you believe your consumer rights have been violated, you may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Office
• Better Business Bureau (BBB): www.bbb.org

For customers located in California, you may also have additional rights under the California Consumer Protection Act and other applicable California state laws.

10.3 Chargeback Notice

We strongly encourage customers to contact us directly before initiating a chargeback with their bank or credit card provider. Chargebacks can be a lengthy and complicated process for both parties. In most cases, we are able to resolve disputes quickly and fairly when given the opportunity to do so. If a chargeback is initiated without prior contact with Hangry Joe's, we reserve the right to provide transaction evidence and dispute the chargeback with the payment processor.

11. Third-Party Delivery Platform Orders

If your order was placed through a third-party delivery service such as DoorDash, Uber Eats, Grubhub, or any other platform, please be aware that:

• Refund and cancellation policies may differ depending on the platform's own terms of service.
• Hangry Joe's does not have direct control over refunds processed through third-party platforms.
• For the fastest resolution, contact the third-party platform's support directly using their in-app support features.
• If the issue is determined to be a result of an error on our end (e.g., incorrect item prepared), we will cooperate fully with the platform to facilitate a resolution.

12. Modifications to This Policy

Hangry Joe's reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at cafe-hangryjoes.click with an updated effective date. We encourage you to review this policy periodically to stay informed of any changes. Continued use of our services after any modifications constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, exchanges, or disputes, please reach out to our customer support team using the contact details below. We are here to help and aim to respond to all inquiries as promptly as possible.

When contacting us, please have your order confirmation number, date of purchase, and a description of the issue ready. This will allow us to assist you as quickly and efficiently as possible.