Refund Policy

At Marcos, we are committed to providing our customers with a satisfying dining and ordering experience. We understand that issues may occasionally arise with food orders, and we want to make sure every concern is handled fairly and promptly. Please read this Refund Policy carefully to understand your rights and our obligations when it comes to refund requests, cancellations, and exchanges.

1. Overview

This Refund Policy applies to all purchases and orders made through our website meals-marcos.click or through any other ordering channels operated by Marcos. By placing an order with us, you agree to the terms outlined in this policy. This policy is governed by applicable United States consumer protection laws, including but not limited to the Federal Trade Commission (FTC) Act and relevant state regulations.

We reserve the right to update or modify this policy at any time. Changes will be posted on this page with an updated effective date. Continued use of our services following any changes constitutes your acceptance of the revised policy.

2. Eligibility Conditions for Refunds

Marcos will consider refund requests under the following circumstances. To be eligible for a refund, the situation must meet one or more of the conditions listed below:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong dish, wrong size, wrong quantity).
• Missing Items: Part of your order was missing upon delivery or pickup and was not resolved at the time of receipt.
• Poor Food Quality: The food delivered or prepared was of unacceptable quality, such as being undercooked, spoiled, contaminated, or otherwise unfit for consumption.
• Allergic Reaction Due to Mislabeling: If you suffered an allergic reaction because an item contained an allergen that was not disclosed on the menu or in your order confirmation, you may be eligible for a refund.
• Failed Delivery: Your order was never delivered and was marked as complete without your confirmation of receipt.
• Duplicate Charge: You were charged more than once for the same order due to a technical or billing error.
• Order Cancellation Before Preparation: Your cancellation request was submitted before food preparation had begun (see Cancellation Policy below).

Refund eligibility is assessed on a case-by-case basis. Marcos reserves the right to request supporting documentation such as photographs, order receipts, or other evidence to process a refund claim.

3. Timeframes for Refund Requests

To ensure timely and accurate resolution of refund claims, customers must submit their requests within the timeframes specified below:

Requests submitted outside these timeframes may be declined. If extenuating circumstances prevented a timely submission, please contact us and explain the situation — we will review it on a case-by-case basis.

4. Non-Refundable Items and Services

Certain purchases and situations are not eligible for refunds. These include, but are not limited to:

• Orders that have already been consumed or substantially consumed, where the complaint does not relate to food safety or quality.
• Change-of-mind refund requests after an order has been prepared or dispatched for delivery.
• Promotional, discounted, or complimentary items provided as part of a special offer or loyalty program.
• Delivery fees, service charges, or platform fees once a delivery has been successfully completed.
• Orders where incorrect delivery address information was provided by the customer.
• Items customized at the customer's specific request (e.g., special dietary modifications) unless there is a quality or safety issue.
• Gift cards or prepaid credits after they have been redeemed or applied to an order.
• Delays caused by circumstances beyond our control, including severe weather, traffic, or third-party delivery disruptions.

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

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

1. Step 1 — Gather Your Information: Before reaching out, have your order number, date and time of the order, the items affected, and any photographic evidence of the issue ready.
2. Step 2 — Contact Us: Reach out to our customer support team via email at [email protected]. In your message, clearly state that you are requesting a refund and include your order details.
3. Step 3 — Provide Supporting Evidence: Attach photos of the incorrect, missing, or poor-quality items. For billing errors, include screenshots of your transaction records. The more detail you provide, the faster we can process your request.
4. Step 4 — Wait for Confirmation: Our team will acknowledge your refund request within 1–2 business days of receipt. We may follow up with additional questions to clarify your claim.
5. Step 5 — Review and Decision: Our team will review all submitted information and make a determination regarding your refund eligibility. You will be notified of our decision via email within 3–5 business days.
6. Step 6 — Refund Issued: If your refund is approved, it will be processed to your original payment method or as account credit (at our discretion or based on your preference). See refund processing times below.

6. Refund Processing Times by Payment Method

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

Please be aware that while we process refunds on our end promptly, your financial institution may take additional time to reflect the refund in your account. If you do not see the refund within the timeframe listed above, we encourage you to check with your bank or payment provider before contacting us.

7. Partial Refunds

In certain situations, a partial refund may be offered rather than a full refund. This applies when:

• Only a portion of your order was affected (e.g., one item was incorrect out of a multi-item order).
• The food was partially consumed before the quality issue was identified.
• A delivery delay affected only part of the order's temperature or presentation quality.
• A discount or promotional credit was already applied to the original order, reducing the refundable amount.
• The customer is satisfied with a partial resolution rather than a full refund.

Partial refunds will be calculated based on the proportional value of the affected items relative to the total order cost, minus any applicable fees. The amount will be communicated to the customer before processing, and we will seek your acceptance of the partial refund offer when applicable.

8. Exchange Policy

Due to the perishable nature of food products, exchanges are handled differently from traditional retail exchanges. At Marcos, we offer the following exchange options:

• Replacement Meal: In cases where a wrong item was delivered or an item was missing, we may offer to send a replacement item at no additional cost, subject to availability and operational feasibility based on your location and order time.
• Substitution at Pickup: If you placed a pickup order and notice an error before leaving our location, we will immediately prepare and substitute the correct item for you at no extra charge.
• Credit for Future Order: If a replacement is not feasible (e.g., if the kitchen is closed or delivery is not possible at the time of the complaint), we will issue a store credit equivalent to the value of the affected item(s), valid for your next order.

Exchanges must be requested within the same timeframes applicable to refund requests. We are unable to process exchanges for items that were prepared correctly according to the order placed but were not to the customer's taste preference.

9. Cancellation Policy

We understand that plans change. However, because food orders involve immediate preparation and perishable ingredients, our cancellation policy is time-sensitive:

9.1 Cancellations Before Preparation Begins

If you cancel your order within 5 minutes of placing it and before our kitchen has begun preparing your food, you are entitled to a full refund. To cancel, contact us immediately via email at [email protected] or through the cancellation option on our website if available.

9.2 Cancellations After Preparation Has Begun

Once food preparation has commenced, cancellations are generally not accepted and refunds will not be issued. This is because the ingredients and labor have already been committed to fulfilling your order.

9.3 Cancellations Due to Business Circumstances

In rare cases, Marcos may need to cancel your order due to ingredient unavailability, technical issues, or other operational reasons. In such cases, you will be notified promptly and will receive a full refund or the option to place a revised order at no additional cost.

9.4 Scheduled or Pre-Orders

For scheduled orders placed in advance, cancellations must be made at least 2 hours before the scheduled preparation time to be eligible for a full refund. Cancellations made within 2 hours of the scheduled time may result in a partial refund or store credit at our discretion.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Marcos provides the following dispute resolution process:

10.1 Internal Escalation

Submit a formal written dispute to our management team at [email protected] with the subject line "Refund Dispute — [Your Order Number]". Include all previous correspondence, your order details, and a clear explanation of why you believe the initial decision was incorrect. Our management team will review your dispute and respond within 5 business days.

10.2 Good Faith Mediation

If the internal escalation does not resolve your concern, both parties agree to attempt resolution through good-faith mediation before pursuing any formal legal action. We are committed to reaching a fair resolution and will make every reasonable effort to do so.

10.3 Consumer Protection Resources

As a U.S.-based business, customers also have the right to file complaints with relevant consumer protection authorities, including:

• The Federal Trade Commission (FTC) at reportfraud.ftc.gov
• Your state's Attorney General consumer protection office
• The Better Business Bureau (BBB) at www.bbb.org

10.4 Chargebacks

We encourage customers to contact us directly before initiating a chargeback with their bank or credit card provider. Many disputes can be resolved quickly through direct communication, and chargebacks can delay the resolution process. However, we fully respect your rights under applicable payment network rules and U.S. consumer protection laws.

11. Fraud Prevention

Marcos takes fraudulent refund claims seriously. Any customer found to be abusing our refund policy — including making false claims, submitting fabricated evidence, or repeatedly requesting refunds without valid cause — may have their account suspended or permanently banned from our platform. We reserve the right to pursue legal action for fraudulent activity in accordance with applicable U.S. laws.

12. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or billing inquiries, please reach out to our customer support team using the contact details below. We aim to respond to all inquiries within 1–2 business days.

This Refund Policy was last updated on June 24, 2026, and is effective as of the same date. Marcos reserves the right to amend this policy at any time. Updates will be posted on this page at meals-marcos.click.