Refund Policy

At Marcos, customer satisfaction is our top priority. We understand that sometimes an order may not meet your expectations, and we are committed to resolving any issues fairly and promptly. Please read this Refund Policy carefully to understand your rights and our procedures when it comes to refunds, cancellations, and exchanges.

This Refund Policy applies to all purchases and orders placed through our website marcos-food.rest or any other official ordering channel operated by Marcos. By placing an order with us, you agree to the terms outlined in this policy.

1. Eligibility Conditions for Refunds

We want every customer to be completely satisfied with their experience at Marcos. A refund may be issued under the following conditions:

• The order received was incorrect (wrong items delivered or prepared).
• The food item(s) received were of poor quality, spoiled, or not fit for consumption.
• The order was never delivered despite confirmation of placement and payment.
• A duplicate charge was made to your payment method for the same order.
• The order was significantly delayed beyond the estimated delivery or pickup time, and no prior notice was provided.
• An item you paid for was missing from your order upon delivery or pickup.
• A technical error on our website or payment system resulted in an unintended charge.

To be eligible for a refund, you must report the issue within the timeframes specified in Section 2 of this policy. Refund requests made outside these timeframes may not be honored at our discretion.

2. Timeframes for Refund Requests

Timely reporting is essential to ensure your refund request can be properly investigated. The following timeframes apply:

We strongly encourage customers to inspect their orders immediately upon receipt. Delays in reporting may affect our ability to verify the claim and process a refund.

3. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. Please review the following list carefully before submitting a refund request:

• Change of mind: Refunds will not be issued simply because you changed your mind after the order was placed and confirmed.
• Customized orders: Food items that were specially prepared according to your specific instructions (custom toppings, dietary modifications, etc.) are generally non-refundable unless there was an error on our part.
• Consumed items: Refunds will not be granted for items that have been substantially consumed, except in cases of documented food quality issues.
• Delivery fees: Delivery charges are non-refundable once the delivery has been dispatched, regardless of the outcome of your order refund.
• Promotional or discounted items: Items purchased using special promotional codes or deeply discounted offers may have limited or no refund eligibility as specified at the time of purchase.
• Gift cards and store credits: Purchased gift cards and redeemed store credits are non-refundable and cannot be exchanged for cash.
• Orders with incorrect delivery information: If an order cannot be delivered due to an incorrect address, phone number, or other contact information provided by the customer, no refund will be issued.
• Force majeure events: Delays or failures caused by extreme weather conditions, natural disasters, civil unrest, or other events beyond our reasonable control are not eligible for refunds.

4. How to Request a Refund

Submitting a refund request is straightforward. Please follow these steps to ensure your request is processed efficiently:

Step 1: Gather Your Information

Before contacting us, please have the following information ready:

• Your full name and contact information
• Your order number (found in your confirmation email or receipt)
• The date and time of your order
• A clear description of the issue
• Photographic evidence, if applicable (e.g., photos of incorrect or poor-quality items)

Step 2: Contact Our Support Team

Reach out to us using one of the following methods:

• Email: [email protected]
• Website: marcos-food.rest

When emailing us, please use the subject line: "Refund Request – Order #[Your Order Number]" to help us locate your order quickly.

Step 3: Submit Your Request Within the Eligible Timeframe

Ensure that your refund request is submitted within the applicable reporting timeframe as listed in Section 2 of this policy. Late requests may not be considered.

Step 4: Await Review and Response

Our customer support team will review your request and respond within 1–3 business days. We may contact you for additional information or clarification during this review period. Please check your email (including your spam/junk folder) for our response.

Step 5: Refund Confirmation

If your refund is approved, you will receive a confirmation email outlining the refund amount and the estimated timeline for the funds to appear in your account. See Section 5 for processing times by payment method.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to be returned to you depends on your original payment method:

Please note that while we process refunds promptly on our end, the actual time it takes for funds to appear in your account is subject to your bank's or payment provider's internal processing policies. Marcos is not responsible for delays caused by financial institutions.

6. Partial Refunds

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

• Only some items in your order were incorrect, missing, or of poor quality — in which case, only those specific items will be refunded.
• The food quality was partially acceptable — for example, if one dish in a multi-item order did not meet quality standards but the rest of the order was satisfactory.
• A promotional discount or coupon was applied to the original order — the refund will reflect the actual amount paid after the discount.
• The customer has already consumed a portion of the food item(s) in question.
• An order was partially delivered due to circumstances beyond our control.

The exact amount of any partial refund will be determined by our customer support team after reviewing the details of your claim. We aim to be fair and transparent in all partial refund decisions.

7. Exchange Policy

Due to the perishable nature of food products, traditional item exchanges are generally not possible. However, we understand that mistakes happen, and we are committed to making things right. In cases where an incorrect item was prepared or delivered, we may offer the following resolutions at our discretion:

• Replacement order: We may prepare and deliver or make available for pickup the correct item(s) at no additional charge, subject to availability and operational hours.
• Store credit: In lieu of a cash refund or replacement, we may offer store credit equivalent to the value of the affected item(s), which can be applied to a future order.
• Partial refund plus replacement: In some cases, a combination of a partial refund and a replacement item may be offered as the most appropriate resolution.

Exchange or replacement requests must be submitted within the same timeframes outlined in Section 2. Marcos reserves the right to determine the most appropriate resolution based on the specific circumstances of each case.

8. Cancellation Policy

We begin preparing your order very shortly after it is placed to ensure freshness and timely delivery. As a result, our cancellation window is limited.

8.1 Cancellation Before Order Preparation Begins

You may cancel your order for a full refund if you contact us within 5 minutes of placing your order and the kitchen has not yet begun preparation. To cancel, please contact us immediately via email at [email protected] or through our website at marcos-food.rest.

8.2 Cancellation After Order Preparation Has Begun

Once your order has entered the preparation stage, cancellation is not guaranteed. In such cases:

• A full refund will not be issued if preparation is underway or complete.
• A partial refund or store credit may be considered at our discretion, depending on the stage of preparation.
• If the order has already been dispatched for delivery, cancellation is no longer possible.

8.3 Cancellation Due to Unavailability

In the event that an item you ordered becomes unavailable after your order is placed, we will notify you promptly. You will have the option to:

• Substitute the unavailable item with an alternative of equal or lesser value.
• Receive a full refund for the unavailable item.
• Cancel the entire order for a full refund if the unavailable item was the primary component of your order.

9. Dispute Resolution Process

We are committed to resolving all customer concerns amicably and efficiently. If you are not satisfied with the outcome of your refund request, you have the following options for dispute resolution:

9.1 Internal Escalation

If you believe your refund request was handled incorrectly or unfairly, you may request that your case be escalated to a senior member of our customer support team. To do so, reply to your original support email and clearly state that you wish to escalate your complaint. We will review the matter again and provide a final decision within 5 business days.

9.2 Chargeback Rights

Under United States federal law and applicable state regulations, you have the right to dispute a charge with your bank or credit card issuer if you believe an unauthorized or erroneous charge was made. However, we encourage you to contact us directly before initiating a chargeback, as many issues can be resolved more quickly through direct communication. Chargebacks initiated without first attempting resolution with Marcos may result in account suspension.

9.3 Consumer Protection Resources

As a consumer in the United States, you are protected by the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive business practices. If you believe Marcos has engaged in such practices, you may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General office or consumer protection agency.

9.4 Informal Mediation

Before pursuing formal legal remedies, we encourage both parties to attempt to resolve disputes through informal mediation. If a mutually agreeable resolution cannot be reached through direct communication, either party may suggest the use of a neutral third-party mediator.

9.5 Governing Law

This Refund Policy and any disputes arising out of or related to it shall be governed by and construed in accordance with the laws of the United States and the applicable laws of the state in which Marcos operates. Any legal proceedings shall be conducted in the appropriate courts of jurisdiction.

10. Fraudulent Refund Claims

Marcos takes the integrity of our refund process seriously. Any attempt to abuse our refund policy — including submitting false claims, manipulating evidence, or repeatedly requesting refunds without legitimate grounds — will be investigated and may result in:

• Permanent suspension of your account and ordering privileges.
• Reporting of fraudulent activity to relevant authorities.
• Legal action to recover any funds obtained through fraudulent means.

We appreciate the overwhelming majority of our customers who interact with us honestly and in good faith, and we ask that all refund requests be submitted truthfully and accurately.

11. Policy Updates

Marcos reserves the right to update or modify this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at marcos-food.rest. We encourage customers to review this policy periodically to stay informed about our refund procedures. Continued use of our services after any changes to this policy constitutes your acceptance of the updated terms.

12. 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 details below. We are here to help and will do our best to resolve your concern as quickly as possible.

Our customer support team is available to assist you with any refund inquiries. When reaching out, please include your order number, the nature of your issue, and any supporting documentation to help us process your request efficiently.