Refund Policy

At Marcos, we are committed to ensuring your complete satisfaction with every order and purchase. We understand that issues can arise, and this Refund Policy has been created to clearly outline your rights and our obligations when it comes to refunds, exchanges, and cancellations. Please read this policy carefully before placing an order.

This Refund Policy applies to all purchases made through our website at marcos-food.digital and any associated ordering platforms. By placing an order with Marcos, you agree to the terms set forth in this policy. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act.

1. Our Commitment to You

Marcos takes great pride in the quality of our food products and services. We strive to prepare and deliver every order with the highest standards of quality and care. However, we recognize that sometimes things do not go as planned — whether it is an incorrect order, a quality issue, or a delivery problem. In such cases, we are here to make it right.

Our customer service team is dedicated to resolving any issues fairly, promptly, and professionally. We believe that every customer deserves a satisfying experience, and we will work diligently to address your concerns in accordance with the terms of this policy.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received items that do not match what you ordered (wrong items, missing items, or incorrect quantities).
• Quality Issues: The food item(s) you received were spoiled, undercooked, overcooked, or otherwise not of acceptable quality and not fit for consumption.
• Allergic Reactions / Undisclosed Ingredients: You received a food item that contained ingredients not listed in the item description and that caused or could cause an allergic reaction, despite proper notification being provided at the time of order.
• Order Not Delivered: Your order was confirmed and charged but was never delivered within the expected delivery window, and no reasonable attempt was made to contact you.
• Significant Delay: Your order was delivered significantly late (more than 60 minutes beyond the estimated delivery time) and the food was rendered unacceptable as a result.
• Duplicate Charge: You were charged more than once for the same order due to a payment processing error.
• Cancellation Before Preparation: You cancelled your order before preparation began (see Cancellation Policy below).

Refund requests that do not meet the above eligibility criteria may be reviewed on a case-by-case basis at the sole discretion of Marcos management. We reserve the right to request supporting evidence (such as photographs) to evaluate your claim.

3. Timeframes for Refund Requests

Timely reporting is essential for food-related complaints. Please observe the following timeframes when submitting a refund request:

4. Non-Refundable Items and Services

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

• Orders where the customer simply changed their mind after preparation has begun or been completed.
• Food items that have been partially or fully consumed, unless a quality issue is reported promptly with supporting evidence.
• Customized or special orders prepared according to specific customer instructions, provided the instructions were followed correctly.
• Orders affected by delivery issues caused by incorrect address information provided by the customer.
• Promotional or discounted items purchased under special offers, unless they are defective or incorrectly fulfilled.
• Delivery fees, service fees, or platform fees, unless the order was never delivered through our fault.
• Gift cards, loyalty points, or promotional credits purchased or earned through our platform.
• Packaging or containers, unless they are the direct cause of a food safety issue.
• Beverage items that have been opened and consumed beyond a nominal taste-test.
• Delays caused by circumstances beyond our control, including severe weather, natural disasters, traffic accidents, or other force majeure events.

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

Requesting a refund from Marcos is a straightforward process. Please follow these steps to ensure your claim is handled as quickly and efficiently as possible:

Step 1: Gather Your Information

Before contacting us, please have the following information ready:

• Your full name and contact information
• Your order number or confirmation number
• The date and time of your order
• A clear description of the issue you experienced
• Photographs of the food item(s), packaging, or any other relevant evidence (if applicable)
• The payment method used for your order

Step 2: Contact Our Customer Service Team

Reach out to us using one of the following methods within the applicable reporting window:

• Email: [email protected]
• Website: marcos-food.digital

In your message or communication, clearly state "REFUND REQUEST" in the subject line or at the beginning of your message, and provide all the information gathered in Step 1.

Step 3: Review and Assessment

Our customer service team will review your refund request within 1-2 business days. We may reach out to you for additional information or clarification. We may also request photographic evidence to support your claim. Please respond to any requests from our team promptly to avoid delays in processing your claim.

Step 4: Decision Notification

Once our review is complete, we will notify you of our decision via email. If your refund request is approved, we will provide you with details of the refund amount and the expected processing timeline. If your request is denied, we will provide a clear explanation of the reason for denial and any available alternatives.

Step 5: Refund Processing

If approved, your refund will be processed according to the timelines outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on the payment method used for the original transaction:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account depends on your financial institution or payment provider. We are not responsible for delays caused by third-party payment processors or banks.

7. Partial Refunds

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

• Only some items in the order are affected: If only a portion of your order was incorrect, missing, or of poor quality, a partial refund covering only those affected items will be issued.
• Order partially consumed before the issue was identified: If a significant portion of the order was consumed before a quality issue was reported, a partial refund may be considered based on the extent of the problem.
• Order delivered late but still acceptable: If your order was delivered late but the food was still of acceptable quality and safe to consume, a partial refund or credit may be offered as a goodwill gesture.
• Promotional pricing discrepancies: If a promotional discount was not applied correctly, a refund of the difference in price may be issued.
• Packaging issues that do not render the food unsafe: Minor packaging damage that does not affect food safety may result in a partial refund or store credit.

The amount of any partial refund will be determined at the discretion of Marcos customer service based on the specific circumstances of each case.

8. Exchange Policy

Due to the perishable nature of food products, we generally do not offer direct item-for-item exchanges. However, we recognize that in some circumstances, an exchange or replacement may be the most appropriate resolution. Our exchange options are as follows:

• Replacement Orders: In cases of incorrect or missing items, we may offer to prepare and deliver a replacement order at no additional cost, depending on your location and the time of day. Replacement orders are subject to current kitchen availability.
• Store Credit: As an alternative to a cash refund, we may offer store credit of equal or greater value to be used on a future order. Store credits do not expire and can be used on any eligible menu item.
• Menu Item Substitution: If a specific menu item is unavailable for replacement, we may offer a substitution of equal or greater value, subject to your approval.

Exchange requests must be submitted within the same reporting windows outlined in Section 3. We reserve the right to offer the most appropriate resolution based on the nature and circumstances of the issue.

9. Cancellation Policy

We understand that plans change. Our cancellation policy is designed to be as flexible as possible while acknowledging the operational realities of food preparation:

9.1 Orders Placed Online or Through Our App

• Cancellation Before Confirmation: You may cancel your order at no charge at any time before you receive an order confirmation from Marcos.
• Cancellation After Confirmation but Before Preparation: If you cancel your order after receiving confirmation but before our kitchen has begun preparing your order, you will receive a full refund. Please contact us immediately at [email protected] to request cancellation.
• Cancellation After Preparation Has Begun: Once our kitchen has started preparing your order, we are unable to offer a full refund. In this case, we may offer a partial refund or store credit at our discretion.
• Cancellation After Order Has Been Dispatched for Delivery: Once your order has been picked up by a delivery driver or dispatched for delivery, cancellations will not be accepted, and no refund will be issued.

9.2 Pre-Orders and Catering Orders

For pre-orders, catering orders, or large group orders, the following cancellation terms apply:

• Cancellations made more than 48 hours before the scheduled delivery or pickup time: Full refund.
• Cancellations made between 24 and 48 hours before the scheduled time: 50% refund or full store credit.
• Cancellations made less than 24 hours before the scheduled time: No refund. Store credit may be offered at our discretion.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, or if you believe your claim was handled incorrectly, Marcos provides the following dispute resolution process:

Step 1: Internal Escalation

Contact our management team directly at [email protected] with the subject line "REFUND DISPUTE — [Your Order Number]". Please include a full description of your original complaint, the response you received, and the reason you believe the decision should be reconsidered. Our management team will review your case within 3–5 business days.

Step 2: Informal Negotiation

We are committed to resolving disputes amicably and in good faith. Upon receiving your escalated dispute, a senior member of our team will contact you directly to discuss the matter and attempt to reach a mutually satisfactory resolution.

Step 3: Consumer Protection Resources

If you are unable to resolve your dispute directly with Marcos, you may also seek assistance from the following consumer protection resources:

• Federal Trade Commission (FTC): www.ftc.gov — Report consumer fraud or unfair business practices.
• Consumer Financial Protection Bureau (CFPB): For billing or payment disputes, you may contact the CFPB at www.consumerfinance.gov.
• Your State Attorney General's Office: Most U.S. states have a consumer protection division within the Attorney General's office that handles consumer complaints.
• Better Business Bureau (BBB): www.bbb.org — File a complaint or seek mediation.
• Your Credit Card Company or Bank: If you believe you have been wrongfully charged, you have the right to initiate a chargeback through your credit card issuer or bank. Please be aware that initiating a chargeback without first attempting resolution through our internal process may result in the dispute being contested.

Step 4: Legal Remedies

Nothing in this Refund Policy limits your rights under applicable United States federal or state consumer protection laws. Customers in California are additionally protected under the California Consumer Privacy Act (CCPA/CPRA) regarding the handling of personal data in the refund process. You retain all rights afforded to you by law.

11. Chargebacks and Payment Disputes

We strongly encourage customers to contact us directly before initiating a chargeback with their bank or payment provider. Most issues can be resolved quickly and efficiently through our internal process. If you initiate a chargeback without first contacting us, please be aware that:

• We will be notified of the chargeback by your payment provider.
• We will submit all available evidence (order records, delivery confirmations, communication history) to dispute the chargeback if we believe it is unwarranted.
• Resolving disputes through the chargeback process typically takes longer than our internal resolution process.

We are always willing to work with you directly to find a fair resolution.

12. Modifications to This Policy

Marcos reserves the right to modify, update, or change this Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting to our website at marcos-food.digital. 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 services following any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact our customer service team using the information below. We are committed to responding to all inquiries promptly and professionally.

14. Summary of Key Policy Points

This Refund Policy was last updated on May 22, 2026 and is effective as of the same date. This policy applies to all transactions made through marcos-food.digital and associated platforms operated by Marcos. This policy is subject to all applicable United States federal and state laws.