Refund Policy

Last Updated: June 4, 2026

1. Introduction

At Marcos, we are committed to providing our customers with high-quality food products and a satisfying dining experience. We understand that there may be occasions when an order does not meet your expectations, and we are dedicated to resolving any issues promptly and fairly.

This Refund Policy governs all purchases made through our website marcos-meal.click and applies to all customers located in the United States. Our policy has been developed in accordance with applicable federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state regulations.

If you have any questions about this policy, please do not hesitate to contact us at [email protected].

2. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet one or more of the following conditions:

2.1 Qualifying Refund Situations

• Incorrect Order: You received items that are different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food you received was spoiled, improperly prepared, or did not meet reasonable quality standards.
• Allergic Reactions Due to Mislabeling: You experienced an allergic reaction due to ingredients that were not disclosed or were incorrectly labeled.
• Significant Delivery Delays: Your order was delivered significantly later than the estimated delivery time communicated at checkout, rendering the food unsuitable for consumption.
• Order Not Delivered: Your order was confirmed and charged but never arrived.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.

2.2 General Eligibility Requirements

In addition to the above qualifying situations, all refund requests must satisfy the following general requirements:

• The refund request must be submitted within the applicable timeframe specified in Section 3 of this policy.
• You must provide sufficient evidence to support your claim, such as photographs, order numbers, or written descriptions of the issue.
• The order in question must have been placed directly through marcos-meal.click. Orders placed through third-party delivery platforms are subject to those platforms' respective refund policies.
• Your account must be in good standing with no history of fraudulent refund claims.

3. Timeframes for Refund Requests

Time is a critical factor in processing refund requests for food orders. Please submit your refund request within the following timeframes:

4. Non-Refundable Items and Services

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

• Change of Mind: Refunds will not be issued simply because you changed your mind after placing an order, as food preparation typically begins shortly after an order is confirmed.
• Taste Preferences: Subjective dissatisfaction with the taste of a food item, when the item was prepared correctly according to the menu description, does not qualify for a refund.
• Incorrect Address Provided: If a delivery failed or was delayed because you provided an incorrect or incomplete delivery address, we are unable to offer a refund.
• Delivery Fees: Delivery fees are non-refundable except in cases where the order was never delivered through no fault of the customer.
• Tips and Gratuities: Any tips or gratuities added at checkout are non-refundable.
• Promotions and Discounted Items: Items purchased through special promotions may be subject to different or restricted refund terms, which will be clearly stated at the time of the promotion.
• Orders Partially Consumed: If a significant portion of an order has been consumed, it may not be eligible for a full refund unless there is a verified quality or safety concern.

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 required to receive your funds will depend on your original payment method:

Please be aware that while Marcos processes refunds promptly on our end, your financial institution's policies may affect when the funds appear in your account. If you have not received your refund within the stated timeframe, we recommend contacting your bank or payment provider before reaching out to us.

7. Partial Refunds

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

• Only Some Items Were Affected: If only a portion of your order was incorrect, missing, or unsatisfactory, a partial refund corresponding to those specific items will be issued.
• Order Partially Consumed: If you have already consumed a portion of your order before identifying a quality issue, a partial refund may be offered at our discretion.
• Minor Quality Deviations: If an item was slightly different from its description but still acceptable for consumption, a partial refund or credit may be offered as a gesture of goodwill.
• Late Deliveries: In cases of delivery delays that did not entirely prevent consumption of the food, a partial refund of the delivery fee or a store credit may be offered.

The amount of a partial refund will be determined on a case-by-case basis by our customer support team, taking into account the nature and extent of the issue.

8. Exchange Policy

Due to the perishable nature of food products, we are generally unable to facilitate direct exchanges for delivered or picked-up orders. However, in certain circumstances, we may offer the following alternatives:

• Replacement Order: If your order was significantly incorrect or the food quality was unacceptable, we may, at our discretion, offer to prepare and send a replacement order at no additional charge. Replacement orders are subject to availability and operational hours.
• Store Credit: In lieu of a monetary refund or replacement, you may choose to receive a store credit equivalent to the value of the affected items, which can be applied to future orders at marcos-meal.click.

To request a replacement or store credit as an alternative to a refund, please follow the same process outlined in Section 5 of this policy and specify your preferred resolution.

9. Cancellation Policy

We understand that circumstances may require you to cancel an order. Please review the following cancellation guidelines:

9.1 Cancellation Before Order Preparation Begins

If you wish to cancel an order, you must do so within 5 minutes of placing the order. If your cancellation request is received before food preparation has begun, you will be eligible for a full refund.

9.2 Cancellation After Order Preparation Begins

Once our kitchen has begun preparing your order, cancellations are generally not accepted, as ingredients and labor have already been committed. However, if you have a valid reason for cancellation after preparation has begun, please contact us immediately at [email protected], and we will review your request on a case-by-case basis.

9.3 Cancellation Due to Exceptional Circumstances

In the event of exceptional circumstances beyond your control, such as a medical emergency, we encourage you to contact us as soon as possible. We will do our best to accommodate your situation and find a fair resolution.

9.4 Cancellations by Marcos

In rare cases, Marcos may need to cancel your order due to circumstances such as ingredient unavailability, unforeseen operational issues, or severe weather conditions. In such cases, you will receive a full refund, and we will notify you promptly via email or phone.

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 appropriately, you may request an escalation by replying to the resolution notification email and asking that your case be reviewed by a senior member of our customer support team. We will conduct a thorough re-examination of your case and respond within 3 business days.

10.2 Mediation

If internal escalation does not resolve the dispute to your satisfaction, both parties may agree to engage in informal mediation through a mutually agreed-upon neutral third party. The costs of mediation will be shared equally unless otherwise agreed.

10.3 Chargeback Rights

As a consumer, you retain the right to dispute a charge with your credit card issuer or bank. However, we request that you make a good-faith effort to resolve the issue directly with us before initiating a chargeback, as chargebacks can result in additional processing delays. We are always willing to work with our customers to reach a fair resolution.

10.4 Consumer Protection Resources

You also have the right to file a complaint with relevant consumer protection authorities, including:

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

11. Special Considerations for Food Safety

The health and safety of our customers is our highest priority. If you believe you have experienced a foodborne illness or an adverse health reaction linked to a Marcos product, please:

• Seek medical attention immediately if your condition is serious.
• Contact us at [email protected] with details of your order and the symptoms you experienced.
• Retain any uneaten portions of the food and original packaging, as they may be needed for investigation.
• Report the incident to your local health department if necessary.

We take all food safety concerns extremely seriously and will investigate such reports thoroughly and promptly.

12. Amendments to This Policy

Marcos reserves the right to update or modify this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website at marcos-meal.click. The "Last Updated" date at the top of this page will reflect the date of the most recent revision. We encourage you to review this policy periodically to stay informed of any changes. Continued use of our website and services after any modifications constitutes your acceptance of the updated policy.

13. Contact Information

For all refund requests, questions, or concerns related to this policy, please reach out to our customer support team using the contact details below: