Refund Policy

At Marcos, your satisfaction is our top priority. We understand that issues can arise with food orders, deliveries, or services, and we are committed to resolving them fairly and promptly. Please read this Refund Policy carefully to understand your rights and our obligations when you purchase from us.

This policy applies to all orders and purchases made through our website marcosmeals.digital or any other official channel associated with Marcos. By placing an order with us, you agree to the terms outlined in this Refund Policy.

1. Eligibility Conditions for Refunds

We want every meal and order experience to meet your expectations. Refunds may be issued under the following conditions:

• Incorrect Order: You received items that do not match what you ordered (wrong dish, wrong size, wrong ingredients).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food you received was spoiled, undercooked, overcooked, or otherwise not fit for consumption.
• Allergen Concerns: You received food containing an allergen that you specifically requested to be excluded, and this was confirmed by our team.
• Significant Delivery Delay: Your order arrived significantly later than the estimated delivery time, causing the food to be cold, spoiled, or otherwise unacceptable.
• Order Not Delivered: Your order was marked as delivered but was never received, and there is no evidence of attempted delivery.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Service Failure: A technical error on our website or app caused an incorrect charge or failed to process your order correctly.

All refund requests are subject to review and verification by our customer service team. Marcos reserves the right to request photographic evidence or additional information before approving a refund.

2. Timeframes for Refund Requests

To be eligible for a refund, you must contact us within the applicable timeframe listed below. Requests submitted outside these windows may not be honored.

We strongly encourage customers to inspect their orders at the time of delivery or pickup and to report any issues immediately. Timely reporting helps us investigate the matter effectively and provide a satisfactory resolution.

3. Non-Refundable Items and Services

Certain purchases and circumstances are not eligible for refunds. These include, but are not limited to:

• Change of Mind: Refunds will not be issued simply because you changed your mind after placing an order.
• Incorrect Delivery Address: If a delivery fails because you provided an incorrect or incomplete address, no refund will be issued.
• Customer Absence: If you were not available at the delivery location during the estimated delivery window and did not make alternative arrangements, refunds are not guaranteed.
• Partially Consumed Meals: Refunds will not be issued for meals that have been substantially consumed before a complaint is made, unless there is clear evidence of a food quality issue.
• Promotional or Complimentary Items: Items provided free of charge or as part of a promotional offer are not eligible for refunds.
• Delivery Fees: Delivery fees are generally non-refundable once a delivery has been dispatched, except in cases of non-delivery confirmed by our team.
• Platform or Service Fees: Convenience fees or service charges are non-refundable unless the underlying order qualifies for a full refund due to a verified error on our part.
• Orders Placed Through Third-Party Platforms: If you placed your order through a third-party delivery app or website, their refund policies apply. Please contact the third-party platform directly for those orders.

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

Requesting a refund from Marcos is straightforward. Please follow these steps to ensure your request is processed efficiently:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your order number or confirmation email
   • The date and time of your order
   • A description of the issue
   • Photographs or screenshots if applicable (especially for food quality or incorrect order issues)
2. Contact Our Customer Service Team: Reach out to us via one of the following methods:
   • Email: [email protected]
   • Website: marcosmeals.digital (use the Contact or Support page)
3. Submit Your Request: Provide all relevant details including your order number, the nature of the issue, and any supporting evidence such as photos. The more information you provide, the faster we can resolve your case.
4. Await Confirmation: Our team will acknowledge receipt of your refund request within 1–2 business days and begin reviewing your case.
5. Review and Decision: Our customer service team will investigate the issue and notify you of the decision via email within 3–5 business days of receiving your request.
6. Refund Issued: If your refund is approved, it will be processed according to the payment method timeframes outlined in Section 5 below.

5. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes for the funds to appear in your account depends on your payment method. Please review the estimated processing times below:

Please note that while we initiate refunds promptly upon approval, actual posting to your account is subject to your bank or payment provider's processing times, which are outside our control. If you have not received your refund after the maximum timeframe listed above, please contact your bank first, then reach out to us at [email protected].

6. Partial Refunds

In certain situations, a partial refund may be offered rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder of the order was delivered correctly and in good condition.
• A food item had a minor quality issue that does not warrant a full refund (e.g., slightly different presentation from what was advertised, minor temperature variation).
• Delivery was delayed but the food arrived in acceptable condition, and only a delivery fee refund or partial credit is appropriate.
• You consumed a portion of a meal before discovering the issue, and the issue only pertained to one component of a multi-item meal.
• A discount, coupon, or promotional credit was applied to the original order; refunds will be calculated based on the actual amount paid after discounts.

Partial refunds will be clearly communicated to you, along with an explanation of how the partial refund amount was calculated. You have the right to appeal a partial refund decision by contacting our team within 5 business days of the decision notification.

7. Exchange Policy

Due to the perishable nature of food products, we are generally unable to offer direct exchanges in the traditional retail sense. However, we do offer the following alternatives in eligible situations:

• Replacement Order: If your order was incorrect or unsatisfactory and you are still hungry or in need of the meal, we may offer to prepare and send a replacement order at no charge, subject to availability, operating hours, and delivery area constraints.
• Store Credit: In lieu of a monetary refund, we may offer store credit equivalent to the value of the affected items. Store credit can be used toward future orders on marcosmeals.digital and does not expire for 12 months from the date of issuance.
• Menu Item Substitution: If you received an item that was out of stock and a substitution was made without your approval, you may request a refund for the substituted item or receive the correct item at your next available opportunity.

All exchange or replacement requests are handled on a case-by-case basis and are subject to the same eligibility and timeframe requirements as standard refund requests.

8. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as flexible as possible while accounting for the time-sensitive nature of food preparation and delivery.

8.1 Orders Not Yet Prepared

If you need to cancel your order and the food preparation has not yet begun, you are entitled to a full refund. To cancel before preparation begins, you must contact us immediately after placing the order, as preparation can begin within minutes of order confirmation.

8.2 Orders Being Prepared

If your order is currently being prepared in our kitchen, cancellation may not be possible, and a refund may not be issued. In some cases, a partial refund covering the delivery fee or unstarted portions of the order may be available at our discretion.

8.3 Orders Dispatched for Delivery

Once your order has been dispatched for delivery, cancellations are not accepted, and no refund will be issued for the food items. Delivery fees are also non-refundable at this stage.

8.4 Pre-Orders and Scheduled Orders

If you placed a pre-order or scheduled a future order, you may cancel without penalty up to 2 hours before the scheduled delivery or pickup time. Cancellations made less than 2 hours before the scheduled time may be subject to a partial charge or forfeiture of any deposit paid.

8.5 Catering and Bulk Orders

For catering orders or bulk orders (typically orders over a certain dollar threshold), a separate cancellation and deposit policy applies. Cancellations made:

• More than 48 hours before the event: Full refund of any deposit paid.
• 24–48 hours before the event: 50% refund of the deposit.
• Less than 24 hours before the event: No refund of deposit; full order amount may be charged.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow the steps below to resolve the matter:

9.1 Internal Appeal

You may appeal our refund decision by sending a written appeal to [email protected] within 10 business days of receiving our initial decision. Please include:

• Your original order number and refund request reference
• The reason you are disputing our decision
• Any additional evidence or documentation to support your appeal

Our management team will review your appeal and respond within 5 business days.

9.2 Chargeback and Credit Card Disputes

Under the Fair Credit Billing Act (FCBA) and the rules of major card networks, you have the right to dispute a charge with your bank or credit card issuer. We ask that you contact us first to give us the opportunity to resolve the matter before initiating a chargeback. Chargebacks initiated without prior communication with us may result in the suspension of your account.

9.3 Consumer Protection Resources

As a United States-based business, Marcos operates in compliance with applicable federal and state consumer protection laws, including those enforced by the Federal Trade Commission (FTC). If you believe your consumer rights have been violated, you may file a complaint with the FTC at www.ftc.gov.

Customers in California may also have additional rights under the California Consumer Protection Laws. For more information, visit the California Department of Consumer Affairs website.

9.4 Informal Mediation

Before pursuing formal legal action, both parties agree to attempt to resolve any disputes through informal negotiation for a period of at least 30 days following written notice of the dispute. This is intended to facilitate a quicker and more cost-effective resolution for both parties.

10. Fraud Prevention

Marcos takes refund fraud seriously. We monitor refund requests and order patterns to identify potential abuse of our refund policy. Actions that may be considered fraudulent include, but are not limited to:

• Repeatedly claiming missing items or quality issues without legitimate cause
• Providing false information or fabricated evidence to support a refund claim
• Using multiple accounts to circumvent refund limitations
• Initiating chargebacks for orders that were legitimately delivered and satisfied

Customers found to be abusing our refund policy may have their accounts suspended or permanently banned, and we reserve the right to pursue legal remedies where appropriate.

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 marcosmeals.digital with an updated effective date. We encourage you to review this policy periodically. Your continued use of our services after changes are posted constitutes your acceptance of the revised policy.

12. 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 here to help and committed to resolving your issues as quickly as possible.

Our customer service team is available to assist you. We aim to respond to all inquiries within 1–2 business days. For urgent food safety concerns or severe allergen-related issues, please indicate "URGENT" in the subject line of your email so we can prioritize your case.