Refund Policy

At Marcos, we are committed to providing our customers with a satisfying food ordering and delivery experience. We understand that issues can arise, and this Refund Policy outlines your rights and our obligations when things do not go as expected. Please read this policy carefully before placing an order through our website at delivery-marcos.click.

By placing an order with Marcos, you agree to the terms of this Refund Policy. This policy is governed by applicable United States consumer protection laws, including relevant Federal Trade Commission (FTC) regulations and any applicable state consumer protection statutes.

1. General Refund Philosophy

Marcos takes pride in the quality of our food and the reliability of our delivery service. We believe that every customer deserves to receive exactly what they ordered, in excellent condition, and within a reasonable timeframe. When this standard is not met due to circumstances within our control, we will work diligently to make it right through refunds, credits, or replacements as appropriate.

Our refund decisions are made on a case-by-case basis with fairness to both the customer and our business operations. We reserve the right to request supporting documentation, such as photos of incorrect or damaged items, to process refund claims efficiently.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if one or more of the following conditions apply to your order:

• Incorrect Items Delivered: You received food items that are different from what you ordered, including wrong flavors, sizes, or ingredients.
• Missing Items: One or more items included in your order confirmation were not delivered.
• Poor Food Quality: The food delivered was of unacceptable quality, including items that were spoiled, undercooked, overcooked, or contaminated.
• Significant Delivery Delays: Your order arrived substantially later than the estimated delivery time provided at checkout, and the food quality was adversely affected as a result.
• Order Never Delivered: Your order was marked as delivered but you never received it, and the delivery could not be verified.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Authorized Cancellation: Your order was cancelled in accordance with our cancellation policy outlined in Section 8 of this document.

Eligibility for a refund does not guarantee a refund will be issued. All claims are reviewed by our customer service team, and we reserve the right to deny refund requests that do not meet our eligibility criteria or that appear to be fraudulent or abusive.

3. Timeframes for Refund Requests

To ensure your refund request is properly reviewed, we require that all claims be submitted within the following timeframes:

4. Non-Refundable Items and Situations

Certain circumstances and items are not eligible for refunds. Please review the following non-refundable scenarios carefully:

• Change of Mind: Refunds will not be issued simply because you changed your mind about an order after it was prepared or delivered.
• Incorrect Address Provided: If an order was undeliverable or delivered to the wrong location because you provided an incorrect delivery address, no refund will be issued.
• Customer Unavailability: If our delivery driver attempted to deliver your order and you were unavailable to receive it, and the order was left per your delivery instructions, no refund will be issued.
• Dietary Preferences vs. Allergen Issues: Refunds for items that were prepared correctly per the menu description but do not align with personal dietary preferences (not medically documented allergen concerns) will not be issued.
• Promotional and Discounted Items: Items purchased at 100% discount through promotional codes or special promotions may not be eligible for refunds unless they were defective or incorrect.
• Delivery Fees: Delivery fees are generally non-refundable unless the order was never delivered through no fault of the customer.
• Tips and Gratuities: Tips added to orders are non-refundable as they are disbursed directly to our delivery personnel.
• Customization Errors by Customer: If a food item was prepared according to specific customization instructions you provided and the result was not to your satisfaction, this does not qualify for a refund.

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

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

1. Step 1 — Document the Issue: Before contacting us, take clear photographs of any incorrect, missing, or poor-quality food items. This documentation will help us process your claim more efficiently.
2. Step 2 — Gather Your Order Information: Locate your order confirmation email or receipt. Have your order number, the date and time of delivery, and your contact information ready.
3. Step 3 — Contact Our Customer Service Team: Reach out to us via email at [email protected]. Include your full name, order number, a description of the issue, and attach any supporting photographs.
4. Step 4 — Await Confirmation: Our customer service team will send you an acknowledgment of your request within 1–2 business days. You may be asked to provide additional information.
5. Step 5 — Review and Decision: Our team will review your claim within 3–5 business days. We will notify you of our decision via email, including whether a full refund, partial refund, store credit, or replacement has been approved.
6. Step 6 — Refund Processing: If your refund is approved, it will be processed according to the timelines outlined in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once your refund has been approved, the time it takes to receive your money back depends on your original payment method. Please review the following estimated processing times:

Please note that while we process refunds promptly on our end, the timing of when the funds appear in your account is ultimately controlled by your financial institution or payment provider. Marcos is not responsible for delays caused by third-party payment processors or banks.

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Marcos may issue a partial refund under the following conditions:

• Only some items in your order were incorrect, missing, or of poor quality — a refund will be issued for those specific items only.
• Your order was delivered significantly late but the food remained in acceptable condition — a partial refund on the delivery fee or a store credit may be issued.
• A minor portion of your order did not meet quality standards, but the majority of the order was satisfactory.
• You partially consumed a meal before discovering an issue with the remaining portion.

The amount of a partial refund will be determined by our customer service team based on the specific circumstances of each case. We will communicate the refund amount clearly before processing it.

8. Cancellation Policy

We understand that plans can change, and we will accommodate order cancellations within the following guidelines:

8.1 Cancellations Before Order Preparation Begins

If you cancel your order within 5 minutes of placing it, and before our kitchen has begun preparing it, you are entitled to a full refund. To cancel promptly, contact us immediately via email at [email protected].

8.2 Cancellations During Order Preparation

Once our kitchen has begun preparing your order, cancellation may not be possible. If a cancellation is accepted at this stage, a partial refund may be issued at our discretion, reflecting the cost of food ingredients already used.

8.3 Cancellations After Dispatch

Orders that have already been dispatched for delivery cannot be cancelled. No refund will be issued for cancellation requests made after dispatch, unless the order qualifies for a refund under other provisions of this policy.

8.4 Cancellations by Marcos

In rare circumstances, Marcos may need to cancel your order due to ingredient unavailability, technical issues, weather conditions, or other operational issues. In such cases, you will receive a full refund of all amounts paid, and we will notify you promptly via email or phone.

9. Exchange Policy

Due to the perishable nature of food products, traditional exchanges (returning a product and receiving a different one in return) are not always practical. However, Marcos is committed to ensuring customer satisfaction, and we offer the following alternatives:

• Replacement Delivery: If you received incorrect food items, we may offer to dispatch a replacement order free of charge, subject to availability and geographic feasibility. Replacement orders are typically offered within the same day of the original order.
• Store Credit: As an alternative to a monetary refund or replacement, we may offer store credit equivalent to the value of the problematic items. Store credits can be applied to future orders on delivery-marcos.click.
• Menu Item Substitution: In cases where a specific item is unavailable, we may offer a comparable menu item substitution of equal or greater value at no additional charge.

Exchanges and replacements are subject to availability and must be requested within the same timeframes specified in Section 3 of this policy.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, Marcos provides the following dispute resolution process:

10.1 Internal Escalation

If your initial refund request was denied and you believe the decision was incorrect, you may request an escalation to a senior member of our customer service team. To escalate, reply to the denial email and include the phrase "Escalation Request" in your subject line, along with any additional evidence supporting your claim. Escalated cases will be reviewed within 5–7 business days.

10.2 Informal Resolution

We encourage all customers to attempt to resolve disputes informally by contacting us directly at [email protected] before pursuing any formal legal action. The majority of disputes can be resolved quickly through direct communication.

10.3 FTC Complaint and Consumer Protection Resources

If you believe your consumer rights have been violated, you have the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or contact your state's consumer protection office. These resources are available to all U.S. consumers.

10.4 Chargeback Rights

You retain the right to dispute a charge with your credit card issuer or bank if you believe you have been wrongfully charged. However, we ask that you contact us first to attempt resolution, as chargebacks have significant administrative implications. Frivolous chargebacks made without good faith attempts to resolve the issue through our internal process may affect your ability to place future orders with Marcos.

10.5 Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States and the applicable laws of the state in which Marcos operates. Any legal proceedings related to this policy shall be conducted in the appropriate courts of jurisdiction.

11. Fraud Prevention

Marcos actively monitors refund requests to prevent abuse and fraudulent activity. We reserve the right to deny refund requests from accounts that display patterns consistent with refund fraud, including but not limited to: repeated refund requests without valid cause, inconsistent order histories, or requests that cannot be substantiated by evidence. Accounts found to be engaging in refund fraud may be suspended or permanently banned from using our service.

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 delivery-marcos.click. The updated date at the top of this policy will reflect when the most recent changes were made. We encourage you to review this policy periodically. Your continued use of our services after any modifications constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund inquiries, cancellation requests, and related questions, please contact our customer service team using the information below:

We value your business and appreciate your patience as we work to resolve any concerns you may have. At Marcos, customer satisfaction is our top priority, and we are dedicated to ensuring every interaction with our service is a positive one. Thank you for choosing Marcos for your food delivery needs.

This Refund Policy was last updated on July 24, 2026, and is effective as of that date. This policy applies to all orders placed through delivery-marcos.click and any affiliated ordering platforms operated by Marcos.