Refund Policy

Effective Date: June 4, 2026 | Last Updated: June 4, 2026

1. Introduction

Marcos ("we," "us," or "our") operates as a food service business through our website marcos-meal.rest. We understand that issues can arise with food orders, and we want to ensure every customer has a clear understanding of how we handle refund requests, cancellations, and disputes.

This policy applies to all orders placed through our website and covers both delivery and pickup orders. By placing an order with us, you agree to the terms outlined in this Refund Policy. This policy is governed by applicable United States consumer protection laws, including but not limited to the Federal Trade Commission (FTC) Act and applicable state consumer protection statutes.

If you have any questions about this policy, please contact us at [email protected] before placing your order.

2. Eligibility for Refunds

We want every meal to meet your expectations. Refunds may be issued under the following circumstances:

2.1 Qualifying Conditions

• 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 bag.
• Food Quality Issues: The food received was spoiled, undercooked, overcooked, or otherwise unfit for consumption at the time of delivery or pickup.
• Allergen Concerns: You received a meal containing an allergen that you specifically noted in your order and that we confirmed could be excluded.
• Significant Delay: Your delivery was significantly delayed beyond the estimated delivery time, and the food arrived in an unusable condition as a direct result of the delay.
• Order Not Received: You did not receive your order, and our delivery records confirm non-delivery.
• Duplicate Charge: You were charged more than once for the same order due to a technical error.

2.2 Non-Qualifying Conditions

Refunds will generally not be issued in the following situations:

• You changed your mind after the order was confirmed and preparation began.
• You ordered the wrong item by mistake and the order was prepared as requested.
• Dissatisfaction based solely on personal taste preferences when the food was prepared correctly.
• Requests made outside the eligible refund timeframe (see Section 3).
• Promotional items, complimentary items, or free add-ons provided at no charge.
• Orders where the customer provided an incorrect delivery address and the order was delivered to that address.
• Partial consumption of an order prior to reporting a quality complaint, unless the issue could not be reasonably identified before consumption began.

3. Refund Request Timeframes

Time limits apply to all refund requests. To be eligible for a refund, you must submit your request within the following timeframes:

4. Non-Refundable Items and Services

Certain items and fees associated with your order are non-refundable under all circumstances:

• Delivery Fees: Delivery fees are non-refundable once the delivery driver has been dispatched, except in cases where the order was not delivered due to our error.
• Service Fees and Platform Fees: Any applicable service charges or platform processing fees are non-refundable once an order is confirmed.
• Tips and Gratuities: Tips added to your order at checkout are non-refundable as they are paid directly to delivery personnel.
• Promotional Credits Used: Discount codes, promo credits, or loyalty rewards applied to an order are not redeemable for cash and are non-refundable.
• Special Order Items: Customized or special preparation items specifically made per your unique instructions are non-refundable if prepared as requested.
• Gift Cards and Store Credits: Purchased gift cards are non-refundable but may be applied toward future orders.

5. How to Request a Refund

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

Step 1: Gather Your Order Information

Before contacting us, please have the following information ready:

• Your full name
• Order number (found in your confirmation email)
• Date and time of the order
• A description of the issue
• Photographs of the issue, if applicable (e.g., incorrect item, damaged food, missing items)

Step 2: Contact Our Customer Support Team

Reach out to us through one of the following methods:

• Email: [email protected]
• Website: marcos-meal.rest

When contacting us by email, please use the subject line: "Refund Request – Order #[Your Order Number]" to help us process your request quickly.

Step 3: Submit Your Evidence

Attach any relevant photos or documentation to your email. Clear photographs significantly speed up our review process and increase the likelihood of a favorable resolution. Photos should clearly show the issue with the food or packaging.

Step 4: Await Our Review

Our customer support team will review your request and respond within 1–3 business days. We may ask for additional information or clarification during this review period.

Step 5: Receive Your Resolution

Once your refund request is approved, we will notify you by email with the details of your refund, including the amount approved and the estimated processing time.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on your original payment method:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account may vary depending on your financial institution's policies. We have no control over bank processing times beyond our initial submission.

7. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. Partial refunds may be granted under the following conditions:

• Only some items in an order were incorrect, missing, or of unsatisfactory quality, while other items were received correctly and in good condition.
• The food quality issue affected only part of the order.
• A delivery delay impacted only some components of the meal (e.g., hot items arrived cold but cold items were unaffected).
• You have already consumed a portion of the order before identifying a qualifying issue.
• A valid discount or promotional offer was partially applied, and the refund calculation reflects the actual amount paid for the affected items.

The amount of a partial refund will be determined by our customer support team based on the specific circumstances of your request and the value of the affected items relative to the total order.

8. Exchange Policy

Due to the nature of food products, traditional exchanges (returning one item for another) are generally not possible. However, we do offer the following alternatives in lieu of an exchange:

8.1 Order Replacement

If you received an incorrect item and the issue is reported within the eligible timeframe, we may offer to prepare and deliver the correct item at no additional charge, subject to availability and operational feasibility based on the time of day and distance.

8.2 Store Credit

In cases where a replacement delivery is not feasible, we may offer store credit equivalent to the value of the affected item(s). Store credits are applied to your account and can be used toward any future order placed through marcos-meal.rest.

8.3 Menu Item Substitutions

If you would like to substitute a menu item at the time of ordering, please contact us before finalizing your order. Once an order is confirmed, substitutions cannot be guaranteed but will be attempted where possible.

9. Cancellation Policy

Our ability to cancel your order depends on its preparation status at the time of your cancellation request.

9.1 Cancellation Before Preparation Begins

If you cancel your order before our kitchen has begun preparing it, you are eligible for a full refund of the food item total. Delivery fees may still apply depending on whether a driver has already been dispatched. Please contact us immediately at [email protected] if you need to cancel.

9.2 Cancellation After Preparation Has Begun

Once our kitchen has begun preparing your order, cancellations may not be possible and refunds may not be issued for the food portion of the order. We will do our best to accommodate last-minute cancellations, but we cannot guarantee this once preparation is underway.

9.3 Cancellation Due to Operational Issues

In the event that Marcos must cancel your order due to factors on our end — such as ingredient unavailability, system errors, or operational issues — you will receive a full refund of all amounts charged, including delivery fees, within the standard processing timeframe.

9.4 Repeated Cancellations

Customers who engage in a pattern of repeated order cancellations may be subject to account review. We reserve the right to limit or restrict access to our ordering platform in cases of abuse.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow our dispute resolution process before seeking external remedies.

10.1 Internal Escalation

If you believe your refund request was not handled appropriately, you may escalate the matter by sending a detailed email to [email protected] with the subject line: "Escalated Dispute – Order #[Your Order Number]". Please include all previous correspondence and any additional evidence you wish to provide. A senior member of our team will review your case within 3–5 business days.

10.2 Good Faith Negotiation

Both parties agree to attempt to resolve any dispute through good faith negotiation before pursuing formal legal remedies. We are committed to finding fair solutions for our customers.

10.3 Consumer Protection Agencies

If our internal process does not resolve your concern, you have the right to file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP
• Your State Attorney General's Office: Most states have a consumer protection division that handles complaints against businesses.
• Better Business Bureau (BBB): www.bbb.org

10.4 Chargebacks

While you have the right to dispute a charge with your bank or credit card issuer, we ask that you contact us first to resolve the issue directly. Chargebacks initiated without prior contact may result in additional review and could affect your ability to place future orders with Marcos. We comply fully with all applicable payment network chargeback rules and regulations.

11. Fraud Prevention

Marcos takes fraudulent refund claims seriously. We reserve the right to deny refund requests that we believe, in good faith, to be fraudulent or abusive. This includes, but is not limited to, patterns of repeated refund requests across multiple orders, requests that cannot be supported by any evidence, and attempts to exploit our refund policy for financial gain. Accounts found engaging in fraudulent refund activity may be permanently suspended from our platform.

12. Modifications to This Policy

Marcos reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at marcos-meal.rest with the updated effective date. Continued use of our services after any changes constitutes your acceptance of the revised policy. We encourage you to review this policy periodically.

13. Contact Information

For all refund requests, cancellations, or questions about this policy, please contact our customer support team: