Refund Policy

Effective Date: June 9, 2026 | Last Updated: June 9, 2026

1. Introduction

Welcome to Marcos. We take pride in delivering high-quality food products and services to our customers. We understand that sometimes an order may not meet your expectations, and we are here to help resolve any issues fairly and promptly.

This Refund Policy applies to all purchases made through our website eat-marcos.click and governs the conditions under which refunds, partial refunds, exchanges, and cancellations may be granted. 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 the Federal Trade Commission (FTC) Act, and any applicable state-specific consumer protection statutes.

2. Eligibility Conditions for Refunds

Not all orders will automatically qualify for a refund. To be eligible for a refund, the following conditions must generally be met:

• The refund request must be submitted within the applicable timeframe described in Section 3 of this policy.
• The order must have been placed directly through eat-marcos.click and payment must have been successfully processed.
• The issue reported must fall within one or more of the following qualifying categories:
  • Incorrect Order: You received a food item or items that do not match 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 item(s) received were spoiled, undercooked, overcooked, or otherwise unfit for consumption upon receipt.
  • Allergen Concerns: The food delivered contained an allergen or ingredient that you specifically requested be excluded and that was confirmed as excluded at the time of ordering.
  • Non-Delivery: Your order was confirmed and charged, but was never delivered and no pickup notification was provided.
  • Duplicate Charges: You were charged more than once for the same order due to a technical error on our platform.
• You must provide reasonable documentation or evidence where applicable (e.g., photos of incorrect or damaged items, order confirmation number).

3. Timeframes for Refund Requests

Given the perishable nature of food products, time is critical when submitting a refund request. Please adhere to the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and to contact us immediately if any issues are identified.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for a refund. These include, but are not limited to:

• Food items that have been consumed or partially consumed, except where a quality or safety issue is reported promptly.
• Orders where the customer provided an incorrect delivery address and the food was delivered to that incorrect address.
• Orders that were marked as delivered by our delivery partner but where the customer was unavailable to receive the delivery after multiple attempts.
• Special promotional or discounted items that are explicitly marked as non-refundable at the time of purchase.
• Delivery fees and service fees, unless the non-refundability of such fees would violate applicable law.
• Tips or gratuities voluntarily added at checkout.
• Gift cards or promotional credits issued by Marcos.
• Orders affected by circumstances beyond our control, including but not limited to natural disasters, extreme weather conditions, government-mandated closures, or other force majeure events.
• Minor customization differences that fall within reasonable culinary tolerance and do not affect the fundamental nature of the dish ordered.

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

To submit a refund request with Marcos, please follow these steps carefully to ensure the fastest possible resolution:

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds will depend on your original payment method. Please allow the following estimated timeframes after approval:

Please be aware that while we process refunds on our end within these timeframes, your bank or payment provider may have additional processing times that are outside of our control. If you do not see your refund after the maximum estimated time has passed, please contact your bank or payment provider first before reaching out to us.

7. Partial Refunds

In certain circumstances, a partial refund may be granted rather than a full refund. Situations where a partial refund may apply include:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder of the order was delivered as expected.
• A food quality issue affected only one item in a multi-item order.
• The order was partially consumed before the issue was identified (refund may apply only to the unconsumed portion, at our discretion).
• An order was cancelled after food preparation had already begun but before delivery was dispatched.
• Promotional discounts, coupons, or credits were applied to the original order; the refund will reflect the net amount actually paid.

The amount of any partial refund will be determined by Marcos at our reasonable discretion, based on the circumstances of the claim and the value of the affected items.

8. Cancellation Policy

Due to the nature of food preparation and delivery, our cancellation window is very limited. Please review the following cancellation terms carefully before placing your order:

8.1 Orders Not Yet in Preparation

If you wish to cancel an order, you must do so within 5 minutes of placing it and before food preparation has begun. Cancellations requested within this window are eligible for a full refund to your original payment method.

8.2 Orders Already in Preparation

Once food preparation has begun, cancellations are generally not possible and refunds will not be issued. This is because our kitchen team begins preparing your food immediately upon order confirmation to ensure freshness and timely delivery.

In exceptional circumstances (such as a documented emergency), Marcos may, at our sole discretion, offer a partial refund or store credit for orders that cannot be cancelled after preparation has begun.

8.3 Orders Out for Delivery

Orders that are already out for delivery cannot be cancelled. If you no longer want the order, you may decline receipt of the delivery, but no refund will be issued in this case.

8.4 Pre-Orders and Scheduled Orders

For pre-orders or scheduled orders placed in advance, cancellations must be made at least 2 hours before the scheduled delivery or pickup time to be eligible for a full refund. Cancellations made within 2 hours of the scheduled time may be eligible for a partial refund or store credit, at Marcos's discretion.

9. Exchange Policy

Due to health, safety, and food handling regulations, we are unable to offer direct exchanges of food items once they have left our kitchen. However, if you received an incorrect item, we will do our best to resolve the situation in one of the following ways:

• Re-delivery: Where operationally feasible and within a reasonable timeframe, we may arrange for the correct item(s) to be sent to you. This is subject to availability and location.
• Full or Partial Refund: As described in Sections 2 and 7 of this policy.
• Store Credit: We may offer store credit equivalent to the value of the incorrect or unsatisfactory item, which can be applied to a future order at eat-marcos.click.

To initiate an exchange request, please follow the same steps outlined in Section 5 of this policy and clearly indicate that you are requesting a re-delivery or exchange rather than a monetary refund.

10. Dispute Resolution Process

We are committed to resolving all refund and customer satisfaction issues amicably and efficiently. If you are not satisfied with our initial response to your refund request, you may escalate the matter using the following process:

10.1 Internal Escalation

If you believe your refund request was improperly denied or the resolution offered was insufficient, you may request an internal review by replying to your original support email thread and clearly stating that you wish to escalate the matter. A senior member of our customer support team will review your case within 3–5 business days.

10.2 Chargeback Rights

Under United States federal law and the policies of major payment card networks, you may have the right to dispute a charge with your bank or credit card issuer if you believe you were charged for goods or services not received or that were significantly not as described. We encourage you to contact us first to resolve the issue directly before initiating a chargeback, as this allows us to address the situation more quickly. However, we respect your right to initiate a chargeback through your payment provider.

10.3 Consumer Protection Resources

As a consumer in the United States, you also have the right to file a complaint with the Federal Trade Commission (FTC) or your state's Attorney General's office if you believe your consumer rights have been violated. Relevant resources include:

• Federal Trade Commission (FTC): www.ftc.gov
• FTC Consumer Complaint: reportfraud.ftc.gov
• Your state's Department of Consumer Affairs or equivalent agency.

10.4 Informal Mediation

Before resorting to formal legal action, we encourage both parties to attempt resolution through informal mediation. Marcos is committed to good-faith negotiation and will make reasonable efforts to find a mutually acceptable resolution.

11. Changes to This Refund Policy

Marcos reserves the right to modify, update, or revise this Refund Policy at any time. Changes will be effective upon posting to our website at eat-marcos.click. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically. Your continued use of our website and services after any changes are posted constitutes your acceptance of the updated policy.

If we make material changes to this policy that significantly affect your rights, we will make reasonable efforts to notify you, such as by posting a prominent notice on our website or sending an email notification to registered users.

12. Governing Law

This Refund Policy is governed by and shall be construed in accordance with the laws of the United States of America, including applicable federal consumer protection laws enforced by the Federal Trade Commission under the FTC Act (15 U.S.C. § 45 et seq.). Any disputes arising from this policy that cannot be resolved informally shall be subject to the jurisdiction of the applicable courts in the United States.

13. Contact Information for Refund Requests

For all refund requests, inquiries, or concerns related to this policy, please contact our customer support team using the details below. We aim to respond to all inquiries within 1–2 business days.