Refund Policy

At Marcos, customer satisfaction is our top priority. We understand that issues can arise with food orders, and we are committed to resolving them fairly and promptly. Please read this Refund Policy carefully to understand your rights and our obligations when it comes to refunds, cancellations, and exchanges.

This Refund Policy applies to all purchases made through our website foodmarcos.rest and any associated ordering platforms. By placing an order with Marcos, you agree to the terms outlined in this policy.

1. Eligibility Conditions for Refunds

We want every customer to have a great experience with Marcos. Refunds may be issued under the following circumstances:

• Incorrect Order: You received items that were different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food was spoiled, undercooked, overcooked, or otherwise unfit for consumption upon delivery or pickup.
• Allergic Reactions / Undisclosed Ingredients: You experienced an allergic reaction due to an ingredient that was not disclosed on our menu and that you did not request.
• Order Never Received: Your delivery order was never delivered, and our records confirm the delivery was not completed.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Authorized Cancellation: You cancelled your order within the eligible cancellation window described in Section 8 of this policy.

Refunds are evaluated on a case-by-case basis. Marcos reserves the right to request supporting documentation such as photos of the food, screenshots of incorrect charges, or other relevant evidence before approving a refund.

2. Timeframes for Refund Requests

To be eligible for a refund, your request must be submitted within the timeframes outlined below:

Refund requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as possible if there is a problem.

3. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. These include, but are not limited to:

• Change of Mind: Refunds are not issued if you simply changed your mind about an item after it has been prepared or delivered.
• Incorrect Customization by Customer: If you selected the wrong toppings, size, or customization options at the time of ordering, we cannot guarantee a refund.
• Consumed Food: If the majority of a food item has been consumed before a complaint is made, a refund may not be issued.
• Delivery Fees: Delivery fees are generally non-refundable unless the delivery was not completed due to our error.
• Tips and Gratuities: Any tips or gratuities added to your order are non-refundable.
• Promotional or Discounted Items: Items purchased using promotional codes or at a heavily discounted price may not be eligible for a full refund.
• Late Requests: Requests submitted beyond the applicable timeframe listed in Section 2.
• Third-Party Platform Orders: Orders placed through third-party platforms (such as DoorDash, Uber Eats, or Grubhub) are subject to those platforms' individual refund policies. Please contact them directly.

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

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

1. Gather Your Information: Before contacting us, have the following details ready:
   • Your full name and contact information
   • Your order number or confirmation number
   • The date and time of your order
   • A clear description of the issue
   • Photographs of the problem (if applicable, such as incorrect or damaged food)
2. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: foodmarcos.rest
3. Submit Your Request: Clearly state in your message that you are requesting a refund, explain the reason for the request, and attach any supporting documentation or photos.
4. Receive Confirmation: Our team will acknowledge your refund request within 1–2 business days of receipt.
5. Review and Decision: Our customer support team will review your case, which may include verifying your order records, reviewing photos, or contacting you for additional information. A decision will be communicated to you within 3–5 business days.
6. Refund Issued: If your request is approved, your refund will be processed according to the timelines described in Section 5.

5. Refund Processing Times by Payment Method

Once a refund has been approved by our team, the time it takes for the funds to appear in your account will depend on your original payment method:

Please note that while we process refunds on our end promptly, the actual time for funds to appear in your account is also subject to your bank or financial institution's processing times, which are outside our control. If you have not received your refund within the stated timeframe, please contact your bank or card issuer first. If the issue persists, reach out to us at [email protected].

6. Partial Refunds

In some situations, a full refund may not be appropriate, and a partial refund may be offered instead. Partial refunds may apply under the following conditions:

• Partial Order Issues: Only a portion of your order was incorrect or missing. In this case, only the value of the affected items will be refunded.
• Partially Consumed Food: If a portion of a food item was consumed before the quality issue was identified, a partial refund reflecting the unconsumed portion may be offered.
• Minor Quality Issues: If the food quality issue is considered minor (e.g., slightly different presentation but otherwise acceptable), a partial refund or store credit may be provided at our discretion.
• Late Delivery: If your delivery was significantly delayed due to factors within our control and the food quality was impacted as a result, a partial refund may be considered.
• Promotional Order Discrepancies: Orders placed with partial discounts or promotional pricing may only qualify for a partial refund equivalent to the amount actually paid.

The amount of any partial refund will be determined by Marcos at our sole discretion, based on the nature and extent of the issue reported.

7. Exchange Policy

Due to the perishable nature of food products, traditional exchanges (returning one item in exchange for another) are generally not applicable. However, we do offer the following resolutions as alternatives to or in addition to refunds:

• Order Replacement: If your order was incorrect or a significant quality issue is confirmed, we may offer to prepare and deliver a replacement order at no additional charge, subject to availability and operating hours.
• Store Credit: Instead of a monetary refund, we may offer store credit in the equivalent value, which can be applied to future orders at Marcos.
• Complementary Items: For minor issues, we may offer a complimentary item on your next order as a goodwill gesture.

Exchanges and replacements are subject to approval by our customer service team and depend on the specific circumstances of each case. We will always work with you to find a fair and satisfactory resolution.

8. Cancellation Policy

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

8.1 Online Orders

• Before Preparation Begins: You may cancel your order for a full refund if it has not yet entered the preparation stage. Please contact us immediately at [email protected] or through our website if you need to cancel.
• After Preparation Has Begun: Once your order has entered the preparation stage, cancellations may not be accepted, or only a partial refund may be issued depending on the progress of preparation.
• After Dispatch for Delivery: Orders that have already been dispatched for delivery cannot be cancelled.

8.2 Scheduled Orders

If you placed a scheduled or pre-ordered meal, you may cancel up to 2 hours before the scheduled pickup or delivery time for a full refund. Cancellations made within 2 hours of the scheduled time may result in a partial refund or no refund depending on how far preparation has progressed.

8.3 Catering and Large Group Orders

For catering orders or large group orders, a separate cancellation policy may apply. Please refer to your catering agreement or contact us directly for details. In general:

• Cancellations made more than 48 hours in advance: Full refund
• Cancellations made 24–48 hours in advance: 50% refund
• Cancellations made less than 24 hours in advance: No refund

9. Dispute Resolution Process

If you are dissatisfied with our decision regarding your refund request, you have the right to escalate your concern. We are committed to resolving all disputes in a fair and timely manner.

9.1 Internal Escalation

If you believe your refund request was handled incorrectly or unfairly, please respond to your original email thread and request that your case be escalated to a senior member of our team. We will review your case again within 3 business days and provide a final decision.

9.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your credit card issuer or bank if you believe you were billed incorrectly. This right is protected under the Fair Credit Billing Act (FCBA) and other applicable federal and state consumer protection laws, including protections under the Federal Trade Commission (FTC) Act. We encourage you to contact us first, but we respect your right to pursue a chargeback if necessary.

9.3 State Consumer Protection

Depending on your state of residence, you may have additional consumer protection rights. For example, California residents may have rights under the California Consumer Protection Act (CCPA/CPRA). We comply with all applicable federal and state consumer protection laws.

9.4 Informal Resolution

Before pursuing any formal legal action, we ask that you contact us directly and allow us the opportunity to resolve your concern informally. Most disputes can be resolved quickly through open communication.

9.5 Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States and the applicable laws of the state in which Marcos operates, without regard to conflict of law principles.

10. Contact Information for Refund Requests

For all refund requests, questions about this policy, or concerns regarding your order, please contact us using the information below. Our customer support team is ready to assist you.

11. Policy Updates

Marcos 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 after any modifications constitutes your acceptance of the updated policy.