Refund Policy

Last Updated: May 28, 2026

1. Introduction

At Marcos, we are committed to providing our customers with high-quality food and an exceptional dining experience. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines your rights and our obligations regarding refunds, cancellations, and exchanges for orders placed through our website at marcosmeal.rest.

We operate in compliance with applicable United States federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act. We take customer satisfaction seriously and will make every reasonable effort to resolve issues fairly and promptly.

2. Eligibility Conditions for Refunds

A refund may be issued under the following conditions:

• Your order was not delivered within the estimated delivery window and no reasonable alternative was offered.
• The food items you received were significantly different from what was described on our menu at the time of ordering.
• You received items that were incomplete, missing, or incorrect due to an error on our part.
• The food delivered was of unacceptable quality, including being spoiled, contaminated, or otherwise unsafe for consumption.
• A technical error on our platform resulted in a duplicate charge or an incorrect order being placed.
• Your order was cancelled by Marcos before preparation or delivery commenced.

Refund eligibility is assessed on a case-by-case basis. Marcos reserves the right to request supporting documentation, such as photographs or order confirmation details, before approving a refund.

3. Timeframes for Refund Requests

To be eligible for a refund, you must contact us within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We encourage all customers to inspect their orders promptly upon receipt and report any issues immediately.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Orders that have been fully prepared and delivered as described on the menu.
• Food items that have been partially or fully consumed, except where a health or safety concern is clearly demonstrated.
• Delivery fees, where delivery was successfully completed by our team or a third-party delivery partner.
• Promotional discounts, vouchers, or gift card values once redeemed.
• Customized orders that were prepared according to specific customer instructions, unless an error was made by Marcos.
• Orders where the customer provided incorrect delivery address information.
• Dissatisfaction based purely on personal taste preferences, where the food was accurately described and correctly prepared.
• Service fees and platform charges where the service was rendered.

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

To request a refund, please follow these steps:

1. Step 1 – Contact Us Promptly: Reach out to our customer support team as soon as possible after identifying the issue. You can contact us via email at [email protected] or through the contact form available at marcosmeal.rest.
2. Step 2 – Provide Order Details: Include your full name, order number, date of order, delivery address, and a clear description of the issue you experienced.
3. Step 3 – Submit Supporting Evidence: Where applicable, attach photographs of the food, your receipt or order confirmation, and any other documentation that supports your claim. Clear, timestamped photos are especially helpful for food quality complaints.
4. Step 4 – Await Confirmation: Our customer support team will acknowledge your request within 1–2 business days and may follow up with additional questions if needed.
5. Step 5 – Review and Decision: Our team will review your claim thoroughly. You will receive a written decision via email within 3–5 business days of submitting your complete refund request.
6. Step 6 – Refund Issuance: If your refund is approved, it will be processed using the original payment method. Processing times vary depending on the payment method used (see Section 6 below).

We are committed to resolving all refund requests fairly and transparently. If you are unsatisfied with the outcome of your refund request, please refer to our Dispute Resolution process outlined in Section 10.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, your financial institution or payment provider may require additional time to post the credit to your account. Marcos is not responsible for delays caused by third-party payment processors or banking institutions.

If you have not received your refund within the stated timeframe, please first check your bank account and contact your payment provider before reaching out to us. We are happy to provide a refund transaction reference number upon request.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or of unacceptable quality, and the remaining items were satisfactorily delivered.
• You received a correct order, but one or more add-on items or sides were missing.
• A discount or promotional offer was not applied correctly to your order.
• Items were delivered late, but ultimately received by the customer in acceptable condition.
• A portion of an order was cancelled by Marcos due to ingredient availability or operational constraints, with the remainder of the order being fulfilled.

The amount of a partial refund will be calculated based on the value of the affected items at the time of purchase. Our team will clearly communicate the basis of any partial refund calculation in the refund decision email.

8. Exchange Policy

Due to the perishable nature of food products, exchanges are generally not possible once an order has been delivered. However, in specific circumstances, we may offer a replacement meal or a credit toward a future order as an alternative to a monetary refund.

Exchange or replacement options may be available when:

• An incorrect item was delivered and a replacement can be prepared and dispatched within a reasonable timeframe.
• A missing item can be delivered separately without significantly impacting your dining experience.
• Marcos determines, at its sole discretion, that a replacement is the most practical resolution.

Where a replacement is offered and accepted by the customer, no additional monetary refund will be issued for the replaced item(s). Customers who prefer a monetary refund over a replacement may request one, and our team will evaluate the request based on the circumstances.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Pre-Preparation Cancellations

You may cancel your order free of charge if the cancellation is made before your order enters the preparation stage. Orders typically enter preparation within 5–15 minutes of being confirmed, depending on current kitchen volume. To cancel an order, please contact us immediately at [email protected] or call us directly.

9.2 Post-Preparation Cancellations

Once an order has entered the preparation stage, cancellations may not be accepted, and a refund may not be issued. This is because food preparation involves perishable ingredients and labor costs that cannot be recovered once the process has begun.

In exceptional circumstances (such as a verified system error or duplicate order), we will evaluate post-preparation cancellation requests on a case-by-case basis.

9.3 Cancellations by Marcos

Marcos reserves the right to cancel an order in the following situations:

• Unavailability of key ingredients required to fulfill your order.
• Operational constraints, including staffing issues or kitchen closures.
• Delivery area restrictions or inability to reach the delivery address.
• Suspected fraudulent activity or payment verification failure.

In the event that Marcos cancels your order, you will be notified promptly via email, and a full refund will be issued automatically within the processing timeframes outlined in Section 6.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request or have a complaint regarding our service, we encourage you to follow our dispute resolution process before pursuing formal legal action.

10.1 Internal Escalation

If you are dissatisfied with the initial response from our customer support team, you may request that your complaint be escalated to a senior member of our team. Please send an escalation request to [email protected] with the subject line "Escalated Dispute – [Your Order Number]". We will respond to escalated complaints within 5 business days.

10.2 Good Faith Negotiation

Marcos is committed to resolving all disputes through good faith negotiation. We will make every reasonable effort to reach a mutually satisfactory resolution without the need for formal proceedings. We ask that customers provide us a reasonable opportunity to resolve any issues before initiating external dispute resolution mechanisms.

10.3 External Dispute Resolution

If an internal resolution cannot be reached, customers may seek remedies through the following channels:

• Federal Trade Commission (FTC): Complaints regarding deceptive or unfair business practices may be submitted at www.ftc.gov.
• Consumer Financial Protection Bureau (CFPB): For payment-related disputes, customers may contact the CFPB at www.consumerfinance.gov.
• State Attorney General: Customers may file a complaint with their state's Attorney General office regarding consumer protection matters.
• Better Business Bureau (BBB): Complaints may also be submitted through the BBB at www.bbb.org.

10.4 Chargebacks

We ask that customers contact us directly before initiating a chargeback with their bank or credit card issuer. Many issues can be resolved faster through our internal process than through formal chargeback proceedings. However, we recognize that customers retain the right to dispute charges with their financial institution in accordance with applicable law.

11. Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States. Any disputes arising from this policy that cannot be resolved through the processes outlined above shall be subject to the jurisdiction of the courts located in the United States, in the state where Marcos operates.

12. Changes to This Refund Policy

Marcos reserves the right to modify or update this Refund Policy at any time. Changes will become effective immediately upon publication on our website at marcosmeal.rest. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically.

Continued use of our website and services after the publication of any changes constitutes your acceptance of the updated Refund Policy.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy or wish to submit a refund request, please contact our customer support team using the details below:

Our customer support team is available to assist you with any refund-related inquiries. We aim to respond to all email inquiries within 1–2 business days.