Refund Policy

At Marcos, we are committed to providing our customers with high-quality food and a satisfying dining experience. We understand that occasionally issues may arise with your order, and we want to make sure every concern is addressed fairly and promptly. Please read this Refund Policy carefully to understand your rights and our obligations when it comes to refunds, cancellations, and related matters.

1. Overview

This Refund Policy applies to all orders placed through our website (marcos-pizza.rest), by phone, or through any other official ordering channel operated by Marcos. By placing an order with us, you agree to the terms outlined in this policy. We reserve the right to update this policy at any time, and any changes will be reflected on this page with a revised effective date.

Because our products are perishable food items, refund eligibility is assessed on a case-by-case basis. Our goal is always to resolve any issue to the customer's reasonable satisfaction, in accordance with applicable United States consumer protection laws, including standards set by the Federal Trade Commission (FTC).

2. Eligibility Conditions for Refunds

A refund or credit may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (wrong toppings, wrong size, wrong crust, etc.).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Poor Food Quality: The food received was undercooked, overcooked, spoiled, or otherwise unacceptable in quality at the time of delivery or pickup.
• Significant Delivery Delay: Your order arrived significantly later than the estimated delivery time communicated at checkout, resulting in the food being unusable or significantly degraded in quality.
• Damaged Order: The food or packaging was damaged in a way that makes the product unfit for consumption upon arrival.
• Duplicate Charge: You were charged more than once for the same order due to a technical error.
• Order Not Received: You did not receive your delivery order and it cannot be confirmed as delivered to the correct address.

All refund requests are subject to review and verification. Marcos reserves the right to request supporting information (such as photographs or order confirmation numbers) before processing any refund or credit.

3. Timeframes for Refund Requests

To be eligible for a refund or store credit, your request must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as possible if an issue is identified.

4. Non-Refundable Items and Situations

The following are generally not eligible for a refund:

• Orders that have been fully consumed or largely eaten before a complaint is filed.
• Customer errors in placing the order (e.g., selecting the wrong size, toppings, or delivery address) where the order was prepared exactly as specified.
• Change of mind after the order has been prepared or dispatched for delivery.
• Orders where the customer was unavailable to accept delivery after multiple reasonable attempts, resulting in the order being returned or disposed of.
• Promotional or complimentary items provided free of charge.
• Delivery fees, where the delivery itself was completed successfully.
• Requests made outside the eligible timeframes described in Section 3.
• Minor variations in food appearance that do not affect taste, quality, or composition (e.g., slight differences in topping placement).
• Dissatisfaction based on personal taste preferences when the order was prepared correctly as requested.

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

To initiate a refund request, please follow these steps:

1. Gather Your Order Information: Have your order confirmation number, the date and time of your order, and the email address or phone number used to place the order ready before contacting us.
2. Document the Issue: If applicable, take clear photographs of the food item(s) in question. This is especially helpful for quality issues, damaged items, or incorrect orders. Visual evidence can significantly speed up the review process.
3. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: marcos-pizza.rest
4. Provide Details: In your message or call, clearly explain the issue. Include your order number, a description of the problem, and attach any photos if you are emailing us.
5. Await Confirmation: Our team will acknowledge your request and may ask follow-up questions if additional information is needed. We aim to respond to all refund inquiries within 1–2 business days.
6. Resolution: Once your request has been reviewed and approved, we will inform you of the resolution, which may include a full refund, partial refund, store credit, or replacement order, depending on the nature of the issue.

6. Refund Processing Times by Payment Method

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

7. Partial Refunds

In some situations, a partial refund may be offered rather than a full refund. This may apply when:

• Only a portion of the order was affected by an error or quality issue, and the rest of the order was received correctly and in acceptable condition.
• The customer has already consumed a significant portion of the order before identifying an issue.
• The issue reported is minor and does not warrant a full refund, but an adjustment is still deemed appropriate by our team.
• A promotional discount was applied to the original order, and the refund reflects the adjusted amount paid for the affected items.

Partial refunds will be calculated based on the proportional value of the affected item(s) in relation to the total order cost, including any applicable taxes.

8. Exchange Policy

Because our products are freshly prepared food items, traditional exchanges are not always possible in the same way as non-perishable goods. However, we do our best to accommodate our customers in the following ways:

• Replacement Order: If your order was incorrect or of unacceptable quality, and you are able to return to our location (or if a delivery correction is operationally feasible), we may offer to prepare and deliver a replacement order at no additional charge.
• Store Credit: In lieu of a monetary refund or replacement, we may offer store credit equivalent to the value of the affected item(s), redeemable on a future order.
• Item Substitution: If a specific menu item is unavailable, we will contact you before preparing the order to discuss acceptable substitutions. If no suitable alternative is available, a full refund for that item will be issued.

All exchange decisions are made at the discretion of Marcos and are subject to availability and operational capacity at the time of the request.

9. Cancellation Policy

Because food preparation begins very quickly after an order is placed, our ability to cancel orders is limited. Please review our cancellation terms below:

9.1 Orders Placed Online or by Phone

• Cancellations may be accepted within 5 minutes of order placement, provided the order has not yet entered active preparation.
• If the order has already entered preparation, cancellation may not be possible, and a refund may not be issued.
• To request a cancellation, contact us immediately at [email protected] or via phone. Time is critical — the sooner you contact us, the better the chance of a successful cancellation.

9.2 Catering or Large Group Orders

• Catering orders may be cancelled with a full refund if the cancellation is made at least 48 hours before the scheduled order time.
• Cancellations made between 24–48 hours before the scheduled time may be eligible for a 50% refund or full store credit.
• Cancellations made less than 24 hours before the scheduled time will generally not be eligible for a refund, as ingredients and preparation will have already been arranged.

9.3 Orders Through Third-Party Platforms

If you placed your order through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar), cancellation requests must be made directly through that platform. Marcos is not responsible for cancellation policies applied by third-party services, and refunds for such orders are handled by the respective platform.

10. 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:

10.1 Internal Escalation

Contact us again at [email protected] and request that your case be escalated to a senior team member or manager. Provide your original case or ticket reference number, along with any additional information or documentation you believe is relevant to your claim.

10.2 Formal Written Complaint

If the issue remains unresolved after escalation, you may submit a formal written complaint to us. We will respond to formal complaints within 5 business days and provide a final written decision.

10.3 External Remedies

If you are unsatisfied with our internal resolution process, you may seek assistance from the following external bodies:

• Federal Trade Commission (FTC): You may file a complaint with the FTC at www.ftc.gov regarding unfair or deceptive business practices.
• Your State Attorney General's Office: Each U.S. state has a consumer protection division. You may file a complaint with the relevant office in your state.
• Better Business Bureau (BBB): You may submit a complaint via www.bbb.org.
• Credit Card Chargeback: If you paid by credit or debit card, you may contact your card issuer to initiate a chargeback dispute. We ask that you attempt to resolve the issue with us directly before initiating a chargeback, as chargebacks can result in additional administrative procedures for both parties.

11. Third-Party Delivery Platforms

When orders are placed through third-party platforms such as DoorDash, Uber Eats, Grubhub, or any other similar service, the following applies:

• Refund and cancellation requests for orders placed through these platforms must be submitted directly to the respective platform's customer support.
• Marcos has limited visibility into and control over orders processed entirely through third-party platforms.
• If the issue relates to a food quality or preparation error on our part, we encourage you to also contact us directly so we can address the underlying problem.
• Marcos is not liable for delays, errors, or misconduct by third-party delivery services.

12. Consumer Rights Under U.S. Law

As a consumer in the United States, you are protected by various federal and state laws. Nothing in this Refund Policy is intended to limit or override your legal rights. In particular:

• FTC Act: The Federal Trade Commission Act prohibits unfair or deceptive acts or practices in commerce. Our refund policy is designed to comply with these standards.
• State Consumer Protection Laws: Depending on the state in which you reside, additional consumer protection rights may apply. We encourage you to familiarize yourself with the consumer protection laws in your state.
• CCPA/CPRA (California Residents): If you are a California resident, you may have additional rights regarding your personal information provided during the ordering and refund process. Please refer to our Privacy Policy for more information.

13. Changes to This Policy

Marcos reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at marcos-pizza.rest. We encourage you to review this policy periodically. Your continued use of our services after any changes constitutes your acceptance of the revised policy.

14. Contact Us

If you have any questions, concerns, or wish to submit a refund request, please do not hesitate to contact our customer support team. We are here to help and committed to resolving your concerns as quickly as possible.