Refund Policy

At Marcos, customer satisfaction is at the heart of everything we do. We understand that issues can arise with food orders, and we are committed to resolving them fairly, promptly, and transparently. Please read this Refund Policy carefully to understand your rights and our procedures regarding refunds, cancellations, and exchanges.

1. General Overview

This Refund Policy applies to all orders placed through our website at marcosmeals.rest, by phone, or through any affiliated ordering platform connected to Marcos. By placing an order with us, you agree to the terms outlined in this policy.

We handle refund requests in accordance with applicable United States consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act, as well as any applicable state regulations. If you are located in California, additional rights may apply to you under the California Consumer Protection Act (CCPA/CPRA).

We reserve the right to update this policy at any time. Changes will be posted on this page with a revised effective date. Continued use of our services after changes are posted constitutes your acceptance of the revised policy.

2. Eligibility Conditions for Refunds

Refunds may be issued under the following circumstances. You may be eligible for a full or partial refund if:

• ✅ Your order was not delivered within the estimated delivery window and no prior notice was given.
• ✅ You received an order that was significantly different from what you ordered (wrong items, missing items).
• ✅ The food you received was spoiled, contaminated, or of unacceptable quality upon delivery.
• ✅ You were charged incorrectly or charged more than the advertised price.
• ✅ A duplicate charge was applied to your account or payment method.
• ✅ Your order was cancelled by Marcos due to operational issues, ingredient unavailability, or staff limitations.
• ✅ A technical error on our website or payment system resulted in an incorrect or unauthorized transaction.

All refund requests are subject to review. We may request supporting information such as photographs, order numbers, or a description of the issue before processing a refund.

3. Timeframes for Refund Requests

To ensure a fair and efficient resolution process, all refund requests must be submitted within the timeframes outlined below:

4. Non-Refundable Items and Services

While we strive to accommodate all reasonable refund requests, certain items and situations are not eligible for refunds:

• Orders that have been fully consumed or substantially consumed before a complaint is raised.
• Requests based on personal taste preferences (e.g., "I didn't like how it tasted") where the order was prepared correctly as specified.
• Items that were customized at your request and prepared as instructed.
• Delivery fees are generally non-refundable unless the order was never delivered due to our error.
• Promotional or complimentary items that were provided free of charge.
• Refund requests submitted after the applicable timeframe has expired.
• Orders affected by force majeure events such as natural disasters, extreme weather, or government-mandated closures that were outside our reasonable control.
• Any discounts or coupon credits applied at the time of purchase — only the net amount paid may be refunded.

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

Follow these steps to submit a refund request with Marcos:

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on the payment method used at the time of purchase:

Please note that processing times may vary depending on your financial institution. Marcos is not responsible for delays caused by banks or third-party payment processors once the refund has been initiated on our end.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the rest was delivered correctly.
• The food quality issue affected only part of the order (e.g., one dish out of several).
• A delivery fee is disputed but the food itself was delivered correctly.
• You accepted and consumed part of the order before identifying an issue with the remainder.
• A promotional discount was applied, and the refund is calculated based on the actual amount paid.

The amount of any partial refund will be determined at our sole discretion, based on a fair assessment of the situation. We will communicate the refund amount and reasoning clearly to you before processing.

8. Exchange Policy

Due to the perishable nature of food products, traditional exchanges (returning an item for a different item) are generally not available. However, we want to make things right in every situation.

If you received the wrong item or a significantly incorrect order, we may offer:

• A replacement order sent to your delivery address, subject to availability and operating hours.
• A store credit of equivalent value to be used on a future order.
• A full or partial refund as determined by our support team.

Replacement orders are subject to our standard delivery timeframes and are provided at no additional charge when the original error was caused by Marcos. Please contact us at [email protected] to explore exchange options for your situation.

9. Cancellation Policy

We understand that circumstances change. Our cancellation policy is designed to be as flexible as possible while accounting for food preparation timelines.

9.1 Customer-Initiated Cancellations

• Before preparation begins: If you cancel your order before our kitchen has begun preparing it, you are entitled to a full refund. Please contact us immediately after placing your order if you wish to cancel.
• After preparation has begun: Once food preparation has started, cancellations may result in only a partial refund or store credit, as ingredients have already been used.
• After dispatch for delivery: Orders that are already in transit cannot be cancelled, and no refund will be issued unless there is a qualifying issue (see Section 2).

9.2 Marcos-Initiated Cancellations

In some instances, we may need to cancel your order due to circumstances beyond our control, including but not limited to:

• Unavailability of key ingredients
• Temporary closure of the kitchen or restaurant
• Technical issues with our ordering system
• Inability to fulfill delivery to your location

In such cases, you will be notified promptly, and a full refund will be automatically processed to your original payment method within 3–5 business days.

9.3 How to Request a Cancellation

To cancel an order, please contact us immediately at:

• Email: [email protected]
• Website: marcosmeals.rest

Please include your order number and the reason for cancellation in your message. We will do our best to accommodate your request if preparation has not yet begun.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow the dispute resolution process outlined below:

10.1 Internal Escalation

If you believe your refund request was not handled fairly, you may request an escalation by emailing [email protected] with the subject line "Refund Dispute Escalation – [Order Number]". A senior member of our team will review your case within 5 business days and provide a final resolution.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to initiate a chargeback through your credit card company or bank if you believe you have been wrongfully charged. However, we encourage you to contact us first and allow us to resolve the issue before initiating a chargeback, as this ensures a faster resolution for both parties.

10.3 FTC and State Consumer Protection Agencies

If you feel your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or contact your state's consumer protection office. California residents may also contact the California Department of Consumer Affairs.

10.4 Informal Mediation

Prior to pursuing any formal legal action, both parties agree to make a good faith effort to resolve disputes through informal negotiation or mediation. Please contact us at [email protected] to initiate this process.

11. Contact Information for Refund Requests

Our customer support team is available to assist you with all refund-related inquiries. Please do not hesitate to reach out to us through any of the following channels:

When contacting us, please include the following to ensure a prompt resolution:

• Full name
• Order number or confirmation details
• Date of order
• Description of the issue
• Any supporting photos or documentation

12. Policy Updates

Marcos reserves the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at marcosmeals.rest. We encourage you to review this policy periodically to stay informed about our refund practices. Your continued use of our services following any changes constitutes your acceptance of the updated policy.