Refund Policy

At Marcos, customer satisfaction is our top priority. We understand that situations arise where a refund or exchange may be necessary. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled for orders placed through our website at meals-marcos.rest or any other ordering channel. Please read this policy carefully before placing your order.

1. General Overview

This policy applies to all food orders, catering services, and any other products or services purchased from Marcos. By placing an order with us, you agree to the terms outlined in this Refund Policy. We reserve the right to update or modify this policy at any time, and changes will be effective immediately upon posting to our website.

As a food service business operating in the United States, Marcos complies with all applicable federal and state consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act. We are committed to fair and transparent refund practices.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered (wrong items, wrong quantities, or missing items).
• Food Quality Issues: The food received is inedible, spoiled, or does not meet reasonable quality standards at the time of delivery or pickup.
• Allergic Reactions Due to Our Error: You experienced an allergic reaction because an allergen was present in your food despite proper allergen disclosures being provided to us at the time of ordering.
• Order Not Received: Your order was confirmed and paid for but never delivered or made available for pickup within a reasonable timeframe.
• Significant Delivery Delay: Your delivery arrived significantly later than the estimated delivery time provided at the time of order confirmation, rendering the food unsuitable for consumption.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical or processing error.
• Order Cancellation Within Allowed Window: You cancelled your order within the permitted cancellation timeframe as described in Section 7 of this policy.

Marcos reserves the right to evaluate each refund request on a case-by-case basis. Approval of a refund request is not guaranteed unless the situation falls clearly within the categories listed above.

3. Timeframes for Refund Requests

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

Requests submitted after the deadlines listed above may not be eligible for a refund. We encourage customers to inspect their orders promptly upon receipt and contact us as soon as an issue is identified.

4. Non-Refundable Items and Services

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

• Food items that have been fully consumed before a complaint is filed (unless evidence of a defect is provided).
• Orders where the customer provided incorrect delivery information (wrong address, incorrect phone number, inaccessible location).
• Orders that were refused at the time of delivery without a valid reason.
• Dissatisfaction based solely on personal taste preferences, as food is inherently subjective.
• Promotional or complimentary items provided at no charge.
• Catering service deposits after the booking has been confirmed and preparation has commenced.
• Delivery fees, where the delivery itself was successfully completed (except in cases of non-delivery).
• Tips and gratuities paid to delivery personnel.
• Orders that were delayed due to circumstances beyond our control, including severe weather, road closures, or other force majeure events.

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

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

1. Step 1: Gather Your Order Information

   Before contacting us, have the following information ready: your order number, date and time of order, items ordered, the issue you experienced, and any supporting evidence such as photos of incorrect or spoiled food.

2. Step 2: Contact Us

   Reach out to our customer support team using one of the following methods:

   • Email: [email protected]
   • Website: meals-marcos.rest

   We recommend using email for refund requests to ensure a documented record of your communication.

3. Step 3: Provide a Detailed Description

   In your message, clearly describe the problem you experienced. Include all relevant details, such as what items were wrong or missing, the condition of the food upon receipt, and how the issue has affected you.

4. Step 4: Submit Supporting Evidence

   Where applicable, attach photos or videos that support your claim. Visual evidence significantly speeds up our review process and increases the likelihood of a favorable resolution.

5. Step 5: Await Confirmation

   Once your request is received, our team will send you an acknowledgment within 1–2 business days. We will then review your request and respond with a decision within 3–5 business days.

6. Step 6: Receive Your Refund or Resolution

   If your refund is approved, we will process it according to the timelines described in Section 6 of this policy. You will be notified by email once the refund has been initiated.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for you to receive your money back depends on your original payment method:

7. Partial Refunds

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

• Only some items in your order were incorrect, missing, or unsatisfactory — the refund will cover only those specific items.
• An order was partially consumed before a quality issue was identified — in such cases, a proportional refund may be offered.
• A significant but not total delivery delay occurred — a partial refund may be issued as compensation at our discretion.
• An item is returned in a condition that makes it clear it was partially used prior to the complaint.
• A catering order was partially fulfilled before a cancellation was requested.

The amount of a partial refund will be determined by our customer service team based on the specific circumstances of each case. We aim to be fair and transparent in all refund determinations.

8. Exchange Policy

In lieu of a refund, Marcos may offer to replace or re-prepare an item under the following conditions:

• The incorrect item was delivered and a correct replacement can be prepared and delivered within a reasonable time.
• The original item was unsatisfactory due to preparation error, and you prefer a replacement over a refund.
• The exchange request is made within the same timeframe as refund requests (see Section 3).

Exchanges are subject to availability and are offered at no additional charge to the customer when the error is on our part. If you prefer an exchange over a refund, please indicate this clearly when you contact our customer service team. We will do our best to accommodate your preference promptly.

Please note that exchanges for different menu items of greater value may require the customer to pay the difference in price. Exchanges for items of lesser value may result in a partial refund for the price difference.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as flexible as possible while accounting for the perishable nature of food and the costs associated with order preparation.

9.1 Standard Orders (Delivery and Pickup)

• Cancellation within 5 minutes of placing the order: Full refund granted, provided preparation has not yet begun.
• Cancellation 5–15 minutes after placing the order: Partial refund may be available depending on the stage of preparation. Contact us immediately.
• Cancellation after 15 minutes or once preparation has begun: No refund will be issued, as ingredients and preparation time have already been committed to your order.

9.2 Catering and Large Group Orders

• Cancellation more than 72 hours before the scheduled event: Full refund of any deposits or advance payments, minus any non-recoverable costs already incurred.
• Cancellation 24–72 hours before the scheduled event: 50% refund of the total order value or deposit paid.
• Cancellation less than 24 hours before the scheduled event: No refund will be issued. Ingredients and staff scheduling commitments will have already been made.

9.3 How to Cancel an Order

To cancel an order, please contact us immediately via email at [email protected] or visit meals-marcos.rest. Include your order number and the reason for cancellation. The faster you contact us, the better your chances of receiving a full refund.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate your concern through the following process:

10.1 Internal Escalation

If you believe your refund request was not handled fairly, you may request that your case be reviewed by a senior member of our management team. To escalate internally, send an email to [email protected] with the subject line "Refund Escalation Request" and include your original case or ticket number. We will respond to escalated requests within 5 business days.

10.2 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 a charge was unauthorized or fraudulent. However, we encourage you to contact us first to resolve any issues directly, as chargebacks can take significantly longer to resolve and may result in additional complications for your account.

10.3 Third-Party Mediation

If a dispute cannot be resolved through direct communication with Marcos, either party may seek resolution through a neutral third-party mediator. Both parties must agree to the choice of mediator. Mediation costs will be shared equally unless otherwise agreed.

10.4 Consumer Protection Resources

If you feel your consumer rights have been violated, you may also contact the following agencies for assistance:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General office or consumer protection agency.

11. Food Safety and Health Concerns

If you believe that a food item from Marcos has caused illness or a serious health concern, we urge you to seek medical attention immediately. Please also notify us as soon as possible so we can investigate the matter thoroughly. In addition to any applicable refund, we may need to conduct a review of our food preparation and safety procedures.

You may also have the right to report food safety concerns to your local health department or the U.S. Food and Drug Administration (FDA) at www.fda.gov.

12. Fraud Prevention

Marcos takes fraudulent refund claims seriously. Any customer found to be submitting false, misleading, or repeated fraudulent refund claims may have their account suspended and may be barred from placing future orders. We reserve the right to take appropriate legal action in cases of deliberate fraud.

13. Policy Updates

Marcos reserves the right to update, change, or modify this Refund Policy at any time without prior notice. Updated versions of this policy will be posted on our website at meals-marcos.rest with a revised effective date. Continued use of our services after changes are posted constitutes your acceptance of the updated policy. We encourage you to review this policy periodically.

14. Contact Information for Refund Requests

For all refund inquiries, cancellation requests, or related questions, please contact our customer support team using the information below. We are committed to responding to all inquiries in a timely and professional manner.

When contacting us, please include the following information to help us process your request efficiently:

• Your full name
• Order number or confirmation number
• Date and time of your order
• Description of the issue
• Photos or documentation (if applicable)
• Your preferred resolution (refund, exchange, or store credit)