Refund Policy

At Marcos, we are committed to providing our customers with a satisfying food experience. We understand that issues may occasionally arise with your order, and this Refund Policy outlines your rights and our obligations when things do not go as expected. Please read this policy carefully before placing an order through our website at foodmarcos.click or contacting us at [email protected].

This Refund Policy is governed by the laws of the United States, including applicable federal consumer protection regulations enforced by the Federal Trade Commission (FTC) under the FTC Act (15 U.S.C. § 41 et seq.). Customers located in California may also have additional rights under the California Consumer Protection laws and other applicable state statutes.

1. Our Commitment to Customer Satisfaction

Marcos takes great pride in the quality of every meal, product, and service we provide. We prepare our food with care and attention to detail. However, we recognize that mistakes happen, and we want to ensure that every customer feels heard and fairly treated. This policy exists to make the refund and resolution process as clear and straightforward as possible.

2. Eligibility Conditions for Refunds

To be eligible for a refund from Marcos, your request must meet one or more of the following conditions:

• You received an incorrect item that was not what you ordered.
• Your food item arrived in an unsatisfactory condition (e.g., spoiled, damaged, or unsafe for consumption).
• A significant portion of your order was missing upon delivery or pickup.
• Your order was never delivered despite confirmation and payment.
• You were charged more than the listed or agreed-upon price for an item or order.
• A documented food safety concern arose directly related to the food you received from us.

3. Timeframes for Refund Requests

All refund requests must be submitted within the timeframes outlined below. Requests submitted outside these windows may not be eligible for a refund.

We strongly encourage customers to contact us as soon as possible after identifying an issue. Delays in reporting may affect our ability to verify the claim and process your refund.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for a refund:

• Consumed food products: Refunds will not be issued for food items that have been largely or fully consumed, unless a genuine food safety or quality issue is reported promptly.
• Change of mind: If you simply decide you no longer want an item after it has been prepared, we are unable to offer a refund.
• Customization errors by the customer: If you selected incorrect options, add-ons, or customizations when placing your order, we are not responsible for the resulting outcome.
• Promotional or discounted items: Items purchased at a promotional price or as part of a limited-time offer may not be eligible for a full refund unless a qualifying defect is present.
• Delivery fees and service charges: Third-party delivery fees and applicable service charges are generally non-refundable unless the non-delivery was attributable to Marcos.
• Gift cards and store credit: Issued gift cards and store credits are non-refundable and cannot be exchanged for cash.
• Late delivery due to traffic, weather, or external conditions: Delays caused by factors outside our control (e.g., extreme weather, road closures) are not grounds for a refund.

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

If you believe you are entitled to a refund, please follow the steps outlined below to submit your request efficiently:

1. Step 1 – Gather Your Information: Before contacting us, please have the following ready:
   • Your full name and contact information
   • Your order number or confirmation details
   • Date and time of the order
   • A clear description of the issue
   • Photographs or video evidence (if applicable — strongly recommended for food quality or incorrect item claims)
2. Step 2 – Contact Us: Reach out to our customer support team via email at [email protected]. You may also visit our website at foodmarcos.click for additional contact options. In your message, clearly state that you are requesting a refund and include all relevant details from Step 1.
3. Step 3 – Wait for Acknowledgment: Our team will acknowledge your refund request within 2 business days. If we require additional information or documentation, we will contact you promptly.
4. Step 4 – Review and Decision: We will review your request thoroughly. A final decision regarding your refund eligibility will be communicated to you within 5 business days of receiving all required information.
5. Step 5 – Refund Issuance: If your refund is approved, it will be processed using the applicable method and timeline described in Section 6 below.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, your financial institution may take additional time to reflect the credit in your account. We are not responsible for delays caused by banks or third-party payment processors.

7. Partial Refunds

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

• Only one or a few items from a multi-item order were affected by a quality issue.
• The order was partially missing (some items delivered correctly, others not).
• A food quality complaint relates to a specific portion of the meal rather than the entire order.
• The customer partially consumed the meal before identifying an issue.
• A discount, coupon, or promotional credit was applied at the time of purchase, affecting the refundable amount.

The amount of a partial refund will be determined at the sole discretion of Marcos based on a fair assessment of the reported issue and supporting evidence provided by the customer.

8. Exchange Policy

In lieu of a monetary refund, Marcos may offer to replace or exchange an item in certain circumstances. Exchanges are subject to the following conditions:

• The item requested for exchange must be reported within 2 hours of delivery or pickup.
• The issue must fall within our eligible refund conditions (e.g., incorrect item, significant quality defect).
• Exchanges are subject to item availability at the time of the request.
• Customers may request an exchange of equal or lesser value; if the replacement item is of greater value, the difference must be paid by the customer.
• In-store exchanges for dine-in customers may be handled immediately at the discretion of the on-duty manager.

Please note that exchanges are a courtesy service offered by Marcos and are not guaranteed in all circumstances. Our team will make every reasonable effort to resolve your concern quickly and fairly.

9. Cancellation Policy

Marcos understands that plans can change. Our cancellation policy is designed to be fair to both customers and our preparation team.

9.1 Standard Orders

• Orders may be cancelled free of charge within 5 minutes of being placed, provided food preparation has not yet begun.
• Once food preparation has commenced, cancellations will not be eligible for a full refund. A partial refund may be considered at our discretion.
• Orders that have already been dispatched for delivery cannot be cancelled.

9.2 Pre-Orders and Catering Orders

• Catering or large pre-orders cancelled more than 72 hours in advance of the scheduled fulfillment date are eligible for a full refund.
• Cancellations made between 24 and 72 hours before the scheduled date may receive a 50% refund or full store credit.
• Cancellations made less than 24 hours before the scheduled date are not eligible for a refund due to preparation costs already incurred.

9.3 Subscription or Meal Plan Orders (if applicable)

• Subscription cancellations must be submitted at least 48 hours before the next billing cycle to avoid being charged for the following period.
• Refunds for already-billed subscription periods will be assessed on a pro-rata basis where permitted.

10. Dispute Resolution Process

If you are not satisfied with our response to your refund request, Marcos encourages you to follow the dispute resolution process below:

1. Step 1 – Internal Escalation: Request that your complaint be escalated to a senior member of our customer service team by replying to our response email or by contacting us directly at [email protected]. Please reference your original request details and explain why you are dissatisfied with the initial outcome.
2. Step 2 – Management Review: A member of Marcos management will personally review escalated disputes within 5 business days and provide a final internal decision.
3. Step 3 – Chargeback (Credit/Debit Card Customers): If you paid by credit or debit card and remain unsatisfied after our internal resolution process, you have the right to file a chargeback with your card issuer. We encourage you to contact us first, as chargebacks initiated without prior communication may delay resolution.
4. Step 4 – FTC Complaint: Customers located in the United States who believe a consumer protection violation has occurred may file a complaint with the Federal Trade Commission at www.ftc.gov.
5. Step 5 – State Consumer Protection Agencies: Customers may also contact their state's Attorney General office or applicable consumer protection agency for guidance and assistance.

11. Food Safety Concerns

If you believe that a food item from Marcos caused a health issue or food safety concern, please take the following steps immediately:

• Seek medical attention if you are experiencing symptoms of foodborne illness.
• Preserve any remaining food and packaging for documentation purposes.
• Contact us immediately at [email protected] with full details including dates, times, and symptoms experienced.
• You may also report food safety concerns to your local health department or the U.S. Food and Drug Administration (FDA) at www.fda.gov.

We take all food safety reports extremely seriously and will cooperate fully with any investigation. A full refund will be issued in all confirmed food safety cases.

12. Modifications to This Policy

Marcos reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at foodmarcos.click with an updated effective date. Continued use of our services after any changes to this policy constitutes your acceptance of the revised terms. We encourage you to review this policy periodically.

13. Contact Information

For all refund requests, questions, or concerns related to this policy, please contact the Marcos customer support team using the information below: