Refund Policy

At Marcos, we are committed to ensuring your satisfaction with every order placed through marcosdelivery.click. We understand that issues can occasionally arise with food delivery orders, and this Refund Policy outlines your rights, our obligations, and the procedures for requesting refunds, exchanges, or cancellations. Please read this policy carefully before placing an order.

1. Overview

This Refund Policy applies to all purchases and orders made through our website marcosdelivery.click and any associated ordering platforms operated by Marcos. By placing an order with us, you agree to the terms outlined in this policy. We operate in accordance with applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act.

Our goal is to resolve any issues with your order promptly and fairly. We take food quality, delivery accuracy, and customer satisfaction seriously and will make every reasonable effort to address your concerns.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• 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.
• Food Quality Issues: The food delivered was spoiled, contaminated, undercooked, or otherwise unfit for consumption.
• Significant Delivery Delay: Your order was delayed significantly beyond the estimated delivery time, rendering the food unsatisfactory.
• Order Not Delivered: Your order was marked as delivered but you did not receive it.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Allergen Concerns: The food delivered contained allergens that were not disclosed and differed from the listed ingredients.

3. Timeframes for Refund Requests

We have established the following timeframes within which refund requests must be submitted:

Requests submitted outside of these timeframes will be reviewed on a case-by-case basis, but we cannot guarantee a refund will be issued. We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as a problem is identified.

4. Non-Refundable Items and Situations

The following items and situations are generally not eligible for refunds:

• Orders that have been consumed, partially or fully, unless a quality or safety issue is reported within the eligible timeframe.
• Dissatisfaction based solely on personal taste preferences (e.g., "I didn't like the flavor"), where the item was prepared correctly as ordered.
• Refund requests submitted after the applicable deadlines outlined in Section 3.
• Orders where the customer provided an incorrect delivery address, resulting in failed delivery.
• Promotional or discounted items offered as part of a special deal, unless the item was missing or incorrect.
• Delivery fees, in cases where the food itself was delivered correctly and on time.
• Tips provided to delivery personnel.
• Service charges or convenience fees applied at the time of checkout, unless the entire order qualifies for a full refund.
• Orders canceled after food preparation has already begun.

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

To submit a refund request, please follow these steps:

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive the funds will depend on your original payment method:

7. Partial Refunds

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

• Only specific items from your order were missing or incorrect, while the rest of the order was delivered properly.
• The food quality was acceptable but did not fully meet expectations in a verifiable manner (e.g., an item was slightly different from the menu description but was not wrong).
• A portion of the order was consumed before the quality issue was identified, but the remaining portion was unsatisfactory.
• The delivery was significantly late, affecting the quality of some but not all items.
• A promotional discount was applied that covered part of the affected items.

The amount of any partial refund will be calculated based on the price of the affected items, minus any applicable fees or discounts already applied to your order. We will clearly communicate the refund amount and the reasoning behind any partial refund decision.

8. Exchange Policy

Due to the perishable nature of food products, direct item exchanges are generally not available. We are unable to retrieve a delivered order and replace it with a new one in the traditional retail sense. However, in cases of incorrect or missing items, we may offer the following alternatives at our discretion:

• Re-delivery: If operationally feasible within a reasonable time, we may offer to send the correct item or missing items at no additional cost.
• Account Credit: We may issue store credit to your account equivalent to the value of the incorrect or missing item, which you can apply to a future order.
• Monetary Refund: If re-delivery or store credit is not suitable, we will process a refund for the affected items.

The most appropriate resolution will be determined based on the nature of the issue, the time elapsed since delivery, and operational feasibility. We will communicate your options clearly and work with you to find an acceptable resolution.

9. Cancellation Policy

We understand that plans can change, and we will do our best to accommodate order cancellations whenever possible. However, due to the nature of freshly prepared food, cancellation options are limited once preparation has begun.

9.1 Cancellation Before Preparation Begins

If you need to cancel your order, please contact us immediately after placing it. Orders can typically be canceled within 5 minutes of placement, provided that food preparation has not yet started. A full refund will be issued for orders canceled within this window.

9.2 Cancellation After Preparation Has Begun

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

9.3 Cancellation Due to Delivery Issues

If we are unable to fulfill your delivery due to circumstances beyond your control (e.g., delivery driver unavailability, severe weather, or technical errors on our platform), you will be entitled to a full refund. We will notify you as soon as possible in such situations.

9.4 How to Cancel

To cancel an order, contact us immediately via:

• Email: [email protected]
• Website: marcosdelivery.click

Please include your order number and the reason for cancellation in your message.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter. We encourage customers to first attempt to resolve the issue directly with our customer support team, as we are committed to finding a fair resolution.

10.1 Internal Escalation

If your initial refund request is denied or you believe the decision was incorrect, you may request an internal review by emailing [email protected] with the subject line "Refund Dispute – [Your Order Number]". Please provide any additional information or evidence that supports your case. A senior member of our team will review your dispute and respond within 5 business days.

10.2 Chargeback Rights

If you believe you have been charged incorrectly or that a refund was unjustly denied, you have the right to contact your bank or credit card provider to initiate a chargeback under applicable banking regulations. We ask that you attempt to resolve the matter with us before initiating a chargeback, as we are usually able to address issues more quickly through direct communication.

10.3 Consumer Protection Resources

As a customer in the United States, you also have the right to file a complaint with the following regulatory bodies if you believe your consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General's consumer protection office

11. Food Safety Concerns

The health and safety of our customers is our top priority. If you believe that food delivered by Marcos caused a foodborne illness or a serious allergic reaction, please:

1. Seek immediate medical attention if necessary.
2. Contact us immediately at [email protected] with details of the issue.
3. Preserve any remaining food and packaging for potential inspection.
4. Report the incident to your local health department if appropriate.

We take food safety complaints with the utmost seriousness and will cooperate fully with any investigations. A full refund will typically be issued in substantiated food safety cases, in addition to any other remedies required by law.

12. Policy Modifications

Marcos reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at marcosdelivery.click with an updated effective date. We encourage you to review this policy periodically. Continued use of our services after any modifications constitutes your acceptance of the updated policy. If changes are material, we will make reasonable efforts to notify customers directly.

13. Contact Information for Refund Requests

For all refund requests, cancellations, or questions related to this policy, please contact our customer support team using the details below: