Refund Policy

Effective Date: May 17, 2026 | Last Updated: May 17, 2026

1. Introduction

Welcome to Marcos. We are committed to delivering fresh, high-quality food and an exceptional dining experience to every customer. However, we understand that issues may arise from time to time, and we want to ensure that any concerns are handled fairly, promptly, and transparently.

This Refund Policy applies to all orders placed through our website marcos-eat.click, whether for delivery, pickup, or catering services. By placing an order with us, you agree to the terms outlined in this policy. This policy is governed by the applicable consumer protection laws of the United States, including the Federal Trade Commission (FTC) Act, and any relevant state-level regulations.

If you have any questions about this policy, please contact us at [email protected] before placing your order.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following conditions:

• You received an incorrect item that does not match your confirmed order.
• Your food order arrived in an unsatisfactory condition, such as being spoiled, contaminated, or significantly different from what was described on the menu.
• Your order was never delivered, and there is no confirmation of delivery from our logistics team or delivery partner.
• You were charged an incorrect amount that does not reflect the order total shown at checkout.
• Your order was significantly delayed beyond the estimated delivery window, causing the food to be unfit for consumption upon arrival.
• You have a documented food allergy reaction due to an item being mislabeled or incorrectly prepared, despite our team being properly informed at the time of the order.
• A technical error on our platform resulted in a duplicate charge or erroneous transaction.

Marcos reserves the right to review all refund requests on a case-by-case basis. Approval of a refund is not guaranteed and depends on the nature and evidence provided with the claim.

3. Timeframes for Refund Requests

To be eligible for a refund, requests must be submitted within the following timeframes:

Refund requests submitted outside of these timeframes will generally not be accepted. However, Marcos may, at its sole discretion, review late submissions under exceptional circumstances.

4. Non-Refundable Items and Services

The following items and services are not eligible for refunds under any circumstances:

• Food items that have been partially or fully consumed and do not involve a verifiable quality issue.
• Orders where the customer simply changed their mind after preparation has begun.
• Promotional or discounted items received as part of a special offer, unless they arrive incorrectly or in poor condition.
• Delivery fees, service fees, and platform charges, unless the order was entirely undelivered due to our error.
• Customized or special-request items that were prepared exactly as specified by the customer.
• Digital gift cards or promotional credits issued by Marcos.
• Orders cancelled after the food preparation process has already commenced.
• Tips or gratuities added to the order total.

5. How to Request a Refund — Step-by-Step

To initiate a refund request, please follow these steps carefully:

1. Step 1 — Document the Issue: Take clear photographs of the incorrect, damaged, or unsatisfactory food items. Retain your original order confirmation email or receipt for reference.
2. Step 2 — Contact Us Promptly: Send an email to [email protected] within the applicable timeframe listed in Section 3. Use the subject line: "Refund Request – Order #[Your Order Number]".
3. Step 3 — Provide Required Information: In your email, include the following details:
   • Full name and contact information
   • Order number and order date
   • Description of the issue
   • Photographic evidence (if applicable)
   • The specific refund or resolution you are requesting
   • Payment method used for the order
4. Step 4 — Review Process: Our customer support team will review your submission within 2 business days of receipt. We may contact you for additional information or clarification during this stage.
5. Step 5 — Decision Notification: You will receive an email notification informing you of the outcome of your refund request. If approved, the refund will be processed according to the timelines outlined in Section 6.
6. Step 6 — Refund Issuance: If your refund is approved, the amount will be returned to your original payment method or issued as a store credit, as applicable.

6. Refund Processing Times by Payment Method

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

Please be aware that Marcos initiates the refund on our end within the stated timeframes, but the actual appearance of funds in your account may depend on your bank or financial institution's processing schedule. We are not responsible for delays caused by third-party payment processors or banking institutions.

7. Partial Refunds

In certain situations, Marcos may issue a partial refund rather than a full refund. Partial refunds may apply in the following circumstances:

• Only specific items within a multi-item order were incorrect, missing, or unsatisfactory, while the remaining items were acceptable.
• The customer accepted and consumed a portion of the food before identifying an issue.
• The delivery was significantly delayed, but the food was still received in an edible condition.
• A promotional discount or coupon was applied to the original order, and the refund amount reflects the actual amount paid.
• The order had a minor error (such as a missing condiment or side item of low value) that does not warrant a full refund.

The amount of a partial refund will be determined by Marcos based on a fair assessment of the situation. Customers will be notified of the partial refund amount before it is processed, and may communicate any disagreements through our dispute resolution process outlined in Section 10.

8. Exchange Policy

Due to the perishable and time-sensitive nature of food products, Marcos does not offer direct item exchanges in the traditional sense. However, we do offer the following alternatives in appropriate situations:

• Order Replacement: If you received an incorrect item, we may offer to prepare and deliver the correct item at no additional charge, subject to availability and depending on the time of the original order. Replacements are typically offered during our operational hours.
• Store Credit: In cases where a replacement is not feasible (due to timing, distance, or operational constraints), Marcos may issue store credit equivalent to the value of the affected item(s). Store credit can be used toward future orders placed on marcos-eat.click.
• Complementary Item: For minor issues that do not warrant a full refund or replacement, Marcos may offer a complimentary item on a future order as a goodwill gesture.

All exchange or replacement requests must be submitted through the same refund request process described in Section 5. Exchanges are not guaranteed and are subject to availability and Marcos' operational capacity at the time of the request.

9. Cancellation Policy

Marcos understands that plans can change. Below is our cancellation policy based on the type of order placed:

9.1 Standard Delivery and Pickup Orders

• Orders may be cancelled within 5 minutes of placement for a full refund, provided that food preparation has not yet begun.
• Once food preparation has started, the order cannot be cancelled and no refund will be issued for the food items. However, if a delivery fee was charged and the order has not yet been dispatched, the delivery fee may be refunded.
• To cancel an order within the allowable window, contact us immediately at [email protected] or through any available real-time support channel on our website.

9.2 Catering and Bulk Orders

• Catering or large-scale orders cancelled more than 48 hours before the scheduled date are eligible for a full refund.
• Cancellations made between 24 and 48 hours before the scheduled date are eligible for a 50% refund of the total order value.
• Cancellations made less than 24 hours before the scheduled date are not eligible for a refund, as food preparation and sourcing will have already commenced.

9.3 Scheduled Future Orders

• If you placed a scheduled order in advance, you may cancel it up to 2 hours before the scheduled preparation time for a full refund.
• Cancellations within 2 hours of the scheduled preparation time may not be eligible for a refund depending on the stage of preparation.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Marcos encourages you to follow the dispute resolution steps below before pursuing external action:

1. Step 1 — Internal Escalation: Reply to the refund decision email and request that your case be escalated to a senior member of the customer service team. Provide any additional evidence or context you believe was not adequately considered in the initial review.
2. Step 2 — Formal Written Complaint: If escalation does not resolve the matter, submit a formal written complaint to [email protected] with the subject line "Formal Complaint – Refund Dispute – Order #[Your Order Number]". We will respond to formal complaints within 5 business days.
3. Step 3 — Chargeback via Payment Provider: If you believe you have been wrongfully charged and Marcos has not resolved the matter satisfactorily, you have the right to initiate a chargeback through your credit card issuer or payment provider, as permitted under U.S. banking regulations and the Fair Credit Billing Act (FCBA).
4. Step 4 — Consumer Protection Authorities: As a consumer in the United States, you also have the right to file a complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov or with your state's consumer protection office if you believe your consumer rights have been violated.
5. Step 5 — Legal Action: In the event that all other resolution channels have been exhausted, disputes may be subject to binding arbitration or small claims court proceedings in accordance with applicable U.S. law. Marcos will cooperate fully with any lawful legal proceedings.

We are genuinely committed to resolving all disputes fairly and in good faith. We encourage customers to reach out to us directly before pursuing formal or legal channels, as we believe most issues can be resolved through open communication.

11. Consumer Rights Under U.S. Law

As a customer of Marcos operating in the United States, you are protected by several federal and state consumer protection laws, including but not limited to:

• The Federal Trade Commission (FTC) Act: Prohibits unfair or deceptive business practices, including misleading refund policies.
• The Fair Credit Billing Act (FCBA): Provides rights to dispute billing errors on credit card statements.
• The Electronic Fund Transfer Act (EFTA): Provides consumer protections for electronic payments and debit card transactions.
• State Consumer Protection Laws: Individual states may have additional consumer rights and protections applicable to food businesses and e-commerce. We encourage you to review your state's applicable regulations.
• California Residents (CCPA/CPRA): If you are a California resident, you may have additional rights regarding your personal data collected during the refund process under the California Consumer Privacy Act (CCPA) and the California Privacy Rights Act (CPRA).

Nothing in this Refund Policy is intended to limit or override any rights you may have under applicable federal or state consumer protection laws.

12. Changes to This Refund Policy

Marcos reserves the right to modify, update, or revise this Refund Policy at any time. Any changes will be effective immediately upon posting to marcos-eat.click, and the "Last Updated" date at the top of this page will be revised accordingly. We encourage customers to review this policy periodically to stay informed about how we handle refund requests.

Continued use of our website or placement of an order after any changes to this policy constitutes your acceptance of the updated terms. If you do not agree with any changes, please discontinue use of our services and contact us to address any outstanding concerns.

13. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or questions related to this policy, please reach out to us using the contact information below. Our customer support team is available during regular business hours and will do our best to respond to all inquiries within 2 business days.

When contacting us regarding a refund, please have the following information ready to expedite the review process: your full name, email address used at checkout, order number, date of order, description of the issue, and any supporting evidence such as photographs or screenshots.

This Refund Policy was last reviewed and updated on May 17, 2026. It is effective for all orders placed on or after this date.