Refund Policy

Effective Date: May 8, 2026 | Last Updated: May 8, 2026

1. Introduction

Welcome to Marcos (marcos.rest). We take pride in the quality of our food and the service we provide to every customer. We understand that sometimes things do not go as expected, and we want to make sure you have a clear understanding of your rights and our obligations when it comes to refunds, cancellations, and exchanges.

This Refund Policy applies to all orders placed through our website at marcos.rest, by phone, or in person at our establishment. By placing an order with Marcos, you agree to the terms outlined in this policy.

This policy is governed by applicable United States federal and state consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act. If you are a California resident, additional rights may apply to you under the California Consumer Privacy Act (CCPA/CPRA) and California consumer protection statutes.

2. Eligibility Conditions for Refunds

We want every experience with Marcos to be outstanding. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered.
• Missing Items: One or more items from your order were not delivered or included in your bag.
• Poor Food Quality: The food you received was spoiled, undercooked, overcooked, or otherwise unsafe to consume.
• Allergic Reactions Due to Mislabeling: If you specifically requested the exclusion of an allergen and the item was prepared incorrectly, causing an allergic reaction or risk thereof.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Technical Errors: A system or website error caused an unintended charge or duplicate order.
• Undelivered Orders: You paid for delivery, but your order never arrived within the stated delivery window.

To be eligible for a refund, the issue must be reported within the timeframes specified in Section 3 of this policy. Marcos reserves the right to request photographic or written evidence of any quality or accuracy issues before processing a refund.

3. Timeframes for Refund Requests

Timely reporting is essential in the food service industry. The following timeframes apply to all refund requests:

Requests submitted outside these windows may not be eligible for a refund. We encourage customers to review their orders promptly upon receipt.

4. Non-Refundable Items and Services

Certain items and situations are not eligible for a refund under any circumstances. These include:

• Orders that have been partially or fully consumed without a valid quality complaint.
• Items that were correctly prepared according to your original order specifications.
• Customized or special requests that were fulfilled as instructed.
• Delivery fees, service charges, and tips paid at the time of order (except in cases of non-delivery).
• Promotional, discounted, or complimentary items.
• Refund requests submitted beyond the applicable reporting window as defined in Section 3.
• Dissatisfaction based solely on personal taste preferences when the order was prepared correctly.
• Orders cancelled after preparation has begun (see Section 8 for cancellation policy).

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

If you believe you are eligible for a refund, please follow the steps below to initiate your request:

1. Step 1 — Contact Us Promptly: Reach out to our customer support team as soon as possible within the applicable reporting window. You can contact us by:
   • Email: [email protected]
   • Website: marcos.rest
2. Step 2 — Provide Your Order Details: Be ready to share the following information:
   • Your full name
   • Order number or confirmation number
   • Date and time of your order
   • Description of the issue
   • Method of payment used
3. Step 3 — Submit Supporting Evidence: Where applicable, attach photographs or videos clearly showing the issue (e.g., wrong item received, damaged packaging, spoiled food). Evidence significantly speeds up the review process.
4. Step 4 — Review and Confirmation: Our team will review your request and respond within 1–3 business days. We may request additional information if needed to process your claim.
5. Step 5 — Refund Decision: Once your request is reviewed and approved, we will notify you by email and initiate the refund according to the processing timelines described in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account varies depending on your payment method:

Please note that while Marcos processes refunds promptly, we do not control the processing timelines of your financial institution or payment provider. If a refund does not appear within the stated timeframe, please contact your bank or payment provider directly before reaching out to us.

7. Partial Refunds

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

• Only certain items in the order were incorrect, missing, or of unsatisfactory quality, while the remainder of the order was satisfactory.
• A portion of the food was consumed prior to the complaint being raised, but a valid quality or accuracy issue still exists for the unconsumed portion.
• The delivery was partially completed (e.g., some items were delivered and some were not).
• A discount or promotional code was applied to the original order, and the refund amount will reflect the adjusted pricing.

Marcos reserves the right to determine the appropriate refund amount based on the nature and scope of the issue reported. Any partial refund decision will be communicated clearly to the customer via email.

8. Exchange Policy

Due to the perishable nature of food products, exchanges are handled differently from traditional retail environments. The following exchange terms apply at Marcos:

• Incorrect Items: If you received the wrong item, we will arrange for the correct item to be prepared and sent to you at no additional charge, subject to availability. This applies to in-store, takeout, and delivery orders.
• Quality Issues: If a food item is found to be defective or of poor quality upon first inspection, we will offer a replacement item of equal or greater value, or a refund at our discretion.
• Exchange Timeframe: Exchange requests must be made within the same timeframes outlined in Section 3 of this policy.
• Limitations: We cannot exchange items that have been consumed, altered, or tampered with after delivery. We also cannot exchange items based solely on personal taste preferences.

9. Cancellation Policy

We understand that plans change. Our cancellation policy is designed to be as fair as possible while accounting for the realities of food preparation:

9.1 Online and Phone Orders

• Within 5 minutes of placing the order: You may cancel your order for a full refund, provided preparation has not yet begun.
• After 5 minutes: Once our kitchen begins preparing your order, cancellations are no longer guaranteed. We will do our best to accommodate your request, but a full refund may not be possible.
• After the order is ready or out for delivery: Cancellations are not accepted, and no refund will be issued.

9.2 In-Store Orders

In-store orders generally cannot be cancelled once submitted to the kitchen. If you experience a change in circumstances before your order is called or delivered to your table, please speak with a staff member immediately. We will do our best to assist you.

9.3 Catering and Large Group Orders

• More than 48 hours in advance: Full cancellation with a complete refund.
• Between 24–48 hours in advance: 50% refund of the total order value.
• Less than 24 hours in advance: No refund will be issued, as ingredients and preparation time will have already been committed.

Catering cancellation requests must be submitted in writing via email to [email protected].

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Marcos provides a structured dispute resolution process to ensure your concerns are addressed fairly.

10.1 Internal Escalation

If your refund request has been denied or you disagree with the refund amount offered, you may request a formal review by our management team. To escalate your dispute:

1. Send an email to [email protected] with the subject line: "Refund Dispute — [Your Order Number]".
2. Include a detailed explanation of your concern and any supporting documentation.
3. Our management team will respond within 5 business days with a final decision.

10.2 Third-Party Mediation

If the dispute cannot be resolved through our internal process, customers may seek mediation through a neutral third-party service before pursuing legal action. Marcos is willing to participate in good-faith mediation to resolve customer disputes.

10.3 Consumer Protection Agencies

Customers in the United States may also file a complaint with the following bodies:

• Federal Trade Commission (FTC): reportfraud.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your State Attorney General's Office

California residents may also contact the California Department of Consumer Affairs for matters involving consumer rights under applicable California law.

10.4 Chargebacks

We encourage customers to contact us directly before initiating a chargeback with their bank. Chargebacks that are filed without giving Marcos the opportunity to resolve the issue may result in a dispute being contested. We reserve the right to provide relevant documentation and evidence to your payment provider during a chargeback investigation.

11. Contact Information for Refund Requests

For all refund, exchange, or cancellation inquiries, please contact our customer support team using the details below:

12. Policy Updates

Marcos reserves the right to modify or update this Refund Policy at any time. Any changes will be posted on our website at marcos.rest with the updated effective date. Continued use of our services after changes are posted constitutes acceptance of the revised policy. We encourage customers to review this page periodically.