Refund Policy

At Marcos, we are committed to ensuring your complete satisfaction with every order and experience on marcosmeal.digital. We understand that issues can arise, and this Refund Policy outlines your rights, our obligations, and the procedures for requesting refunds, cancellations, and exchanges. Please read this policy carefully before placing an order.

By placing an order through our website or any affiliated service channel, you agree to the terms outlined in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state statutes.

1. Eligibility for Refunds

Not all orders or purchases automatically qualify for a refund. To be eligible for a refund from Marcos, the following general conditions must be met:

• The refund request must be submitted within the applicable timeframe described in Section 2 of this policy.
• The issue must be clearly documented (e.g., photos of incorrect or damaged items).
• The order must have been placed directly through marcosmeal.digital or an officially authorized ordering channel associated with Marcos.
• The customer must provide their order number, contact information, and a clear description of the issue.
• The food item or order must not have been substantially consumed before the complaint is raised (except in cases of quality or safety concerns discovered after partial consumption).

1.1 Qualifying Reasons for a Refund

Marcos will consider refund requests under the following circumstances:

2. Timeframes for Refund Requests

Time is an important factor in food-related complaints. To ensure we can properly investigate your concern and take appropriate action, refund requests must be submitted within the following timeframes:

• Food quality or safety issues: Must be reported within 24 hours of receiving your order. Due to the perishable nature of food items, we cannot investigate complaints submitted after this window.
• Missing or incorrect items: Must be reported within 24 hours of delivery or pickup.
• Non-delivery: Must be reported within 48 hours of the expected delivery window.
• Duplicate charges or billing errors: Must be reported within 7 calendar days of the transaction date.
• Promotional or gift card issues: Must be reported within 14 calendar days of the transaction.

3. Non-Refundable Items and Services

Certain purchases are non-refundable under our policy. The following items and services are generally not eligible for refunds:

• Consumed food items — Orders that have been substantially consumed without an immediate quality or safety complaint are not eligible for refunds based on taste preference alone.
• Custom or special-order items — Food items prepared specifically to a customer's unique request (e.g., customized catering orders, personalized cakes) are non-refundable once preparation has begun.
• Delivery fees — Delivery and service fees are non-refundable unless the non-delivery was confirmed to be the result of an error on our part.
• Promotional or discounted items — Items purchased under a limited-time promotional offer may not be eligible for refund unless there is a verifiable quality or safety issue.
• Gift cards and store credits — Once issued, gift cards and store credits cannot be redeemed for cash refunds.
• Catering deposits — Deposits paid for catering events are non-refundable after the confirmed preparation cutoff date specified in your catering agreement.
• Completed and accepted orders — Orders that have been delivered, received, and accepted without complaint at the time of delivery are not eligible for a refund based on post-delivery changes in preference.

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

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

1. Step 1 — Gather Your Information
   Before contacting us, please have the following ready: your full name, order number, date and time of your order, contact email or phone number, and a clear description of the issue. If applicable, take photographs of the food item, packaging, or any visible damage or discrepancy.
2. Step 2 — Contact Our Support Team
   Send your refund request to our official email address at [email protected]. Please use the subject line: "Refund Request — [Your Order Number]". Alternatively, visit marcosmeal.digital to access our customer support portal or live chat, if available.
3. Step 3 — Submit Supporting Documentation
   Attach any relevant photos, screenshots, or documentation that supports your claim. Requests submitted with supporting evidence are processed more efficiently.
4. Step 4 — Await Acknowledgment
   Once your request is received, our customer service team will send you an acknowledgment within 1–2 business days.
5. Step 5 — Review and Decision
   Our team will review your request and documentation. You will receive a decision via email within 3–5 business days of acknowledgment. We may request additional information during this period.
6. Step 6 — Refund Issuance
   If your refund is approved, it will be processed according to the timeframes outlined in Section 5 of this policy.

5. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on your original payment method. Please review the expected timelines below:

6. Partial Refunds

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

• Only certain items from a multi-item order were affected by a quality or delivery issue.
• An order was partially consumed before a legitimate quality concern was discovered.
• A delivery was completed but arrived significantly late, causing a minor inconvenience (not a full non-delivery).
• A promotional discount was applied to the order, and the refund is calculated on the actual amount paid.
• Packaging damage occurred, but the food contents were deemed safe and acceptable.

The amount of a partial refund will be determined by our customer service team based on a fair and transparent review of the specific circumstances of each case. We strive to offer resolutions that are proportional to the issue experienced.

7. Exchange Policy

Due to the perishable and time-sensitive nature of food items, traditional exchanges (returning an item and receiving a replacement at a later date) are not always practical. However, Marcos offers the following exchange and replacement options:

• Immediate Replacement: If a wrong item was delivered and the issue is reported promptly, we will make reasonable efforts to deliver the correct item at no additional charge, subject to availability and delivery logistics.
• Store Credit Exchange: Where a physical replacement is not feasible, we may offer store credit equivalent to the value of the affected item to be used on a future order.
• Order Correction: For pickup orders reported at the time of pickup, we will correct the order on the spot at no additional cost.

Exchange requests must be submitted under the same timeframes as refund requests (see Section 2). Exchanges are not available for items that have been consumed or for custom-ordered food items.

8. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be fair to both our customers and our kitchen team, who begin preparing your food shortly after an order is confirmed.

8.1 Online Orders

• Cancellation within 5 minutes of placing an order: Full refund issued, provided preparation has not yet begun.
• Cancellation between 5–15 minutes after placing an order: If preparation has already begun, only a partial refund (up to 50% of the order value, excluding delivery fees) may be issued at our discretion.
• Cancellation after 15 minutes or once the order is marked as "In Preparation" or "Out for Delivery": No refund will be issued for cancellations at this stage.

8.2 Catering and Special Event Orders

• Cancellation 72+ hours before the event: Full refund of all payments made, excluding any non-refundable deposit explicitly stated in the catering agreement.
• Cancellation between 24–72 hours before the event: 50% refund of the total order value.
• Cancellation less than 24 hours before the event: No refund will be issued due to the significant preparation and resource allocation already committed.

To cancel an order, please contact us immediately at [email protected] or visit marcosmeal.digital. Include your order number and the reason for cancellation.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Marcos provides the following structured dispute resolution process:

1. Internal Escalation: You may request that your refund case be escalated to a senior customer service representative or manager by replying to the original refund decision email and stating that you wish to escalate the matter. A supervisor will review your case within 5 business days.
2. Formal Written Complaint: If the escalated review does not resolve your concern, you may submit a formal written complaint via email to [email protected] with the subject line: "Formal Complaint — [Your Order Number]". We will acknowledge receipt within 2 business days and provide a final written decision within 10 business days.
3. Third-Party Mediation: If you remain unsatisfied after exhausting our internal complaint process, you may seek assistance from the following external bodies:
   • The Federal Trade Commission (FTC) at www.ftc.gov for consumer protection concerns.
   • Your state's Attorney General Consumer Protection Division for state-level consumer rights assistance.
   • The Better Business Bureau (BBB) for mediation and complaint resolution services.
4. Chargeback / Credit Card Dispute: You have the right to contact your credit card issuer or bank to initiate a chargeback for unauthorized or disputed charges. We encourage you to contact us first, as chargebacks may delay resolution. Marcos will cooperate fully with any legitimate chargeback investigation.

10. Fraud Prevention

Marcos takes fraudulent refund claims seriously. Any customer found to be submitting false, misleading, or repeated fraudulent refund requests may have their account suspended, be denied future refund eligibility, and may be reported to relevant authorities. We reserve the right to investigate all refund requests and verify claims through order history, delivery records, and other available data.

11. Changes to This Refund Policy

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

12. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, and related inquiries, please contact our customer support team using the details below:

When contacting us, please include the following information to help us resolve your request efficiently:

• Your full name
• Order number
• Date and time of the order
• Description of the issue
• Any supporting photos or documentation
• Your preferred resolution (refund, replacement, store credit)

Our team is dedicated to resolving your concerns as quickly and fairly as possible. We appreciate your trust in Marcos and thank you for giving us the opportunity to make things right.