Refund Policy

At Marcos, we are committed to delivering high-quality food and an exceptional dining experience. We understand that issues can occasionally arise with orders, and this Refund Policy outlines your rights and our procedures for handling refund requests, cancellations, and disputes. Please read this policy carefully before placing an order through our website at eatpizza-marcos.click.

By placing an order with Marcos, you acknowledge that you have read, understood, and agreed to the terms set forth in this Refund Policy. This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and any relevant state regulations.

1. Eligibility for Refunds

We want every customer to be satisfied with their order. Refund requests may be considered 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 or pickup.
• Food Quality Issues: The food you received was demonstrably spoiled, undercooked, or otherwise unfit for consumption.
• Allergic Reactions or Allergen Mislabeling: If food was prepared with an ingredient that was specifically noted as an allergy concern at the time of ordering and we failed to accommodate that request.
• Duplicate Charges: Your payment method was charged more than once for a single order.
• Order Never Delivered: Your delivery order was never received and delivery was confirmed as failed by our records.
• Significant Delay: Your order arrived significantly beyond the estimated delivery time and the food was no longer suitable for consumption as a result.

To be eligible for a refund, you must meet the following general conditions:

• Your refund request must be submitted within the timeframe specified in Section 2 of this policy.
• You must provide sufficient evidence to support your claim (see Section 5 for details).
• The issue must not be attributable to circumstances beyond our control, such as incorrect delivery instructions provided by the customer.

2. Timeframes for Refund Requests

Timing is critical when it comes to food-related refund requests. Please adhere to the following timeframes:

3. Non-Refundable Items and Situations

Certain items and situations are not eligible for refunds. These include, but are not limited to:

• Change of Mind: Orders that have already been prepared and/or delivered are not eligible for a refund simply because you changed your mind or no longer want the item.
• Consumed Items: Products that have been substantially consumed or partially eaten are not eligible for a refund, except in cases of verified food safety or quality concerns.
• Customized Orders: Specially customized menu items made according to specific customer instructions are non-refundable unless a verified error was made on our part.
• Promotional Items: Items purchased during promotional events or received as complimentary additions are not eligible for cash refunds.
• Delivery Fees: Delivery fees are generally non-refundable unless the entire order was not delivered or a significant error was made on our part.
• Gratuity/Tips: Tips or gratuity paid at checkout are not refundable.
• Customer-Caused Issues: Problems arising from incorrect delivery address, failure to be available to receive the order, or other customer errors are not eligible for refunds.
• Third-Party Delivery Platform Orders: If you placed your order through a third-party delivery service (such as DoorDash, Uber Eats, or Grubhub), your refund must be handled directly by that platform in accordance with their own refund policies.

4. Cancellation Policy

We begin preparing food orders shortly after they are received. As a result, our ability to cancel orders is limited.

4.1 Online Orders

• Cancellation within 5 minutes of placing the order: You may be eligible for a full refund if you contact us immediately and food preparation has not yet begun.
• Cancellation after 5 minutes: Once food preparation has commenced, we are unable to guarantee a cancellation or refund. A partial refund may be issued at our discretion.
• Scheduled Orders: For orders placed in advance for a future date or time, cancellations must be requested at least 1 hour before the scheduled preparation time to qualify for a full refund.

4.2 In-Store and Phone Orders

Cancellations for in-store or phone orders may be accepted before food preparation begins. Once preparation has started, cancellations are generally not accepted, and no refund will be issued.

4.3 Catering and Large Orders

Catering orders or large group orders require special handling. Cancellations for catering orders must be submitted at least 48 hours before the scheduled service time to receive a full refund. Cancellations made within 24 to 48 hours prior will receive a 50% refund. Cancellations made less than 24 hours before the scheduled time are non-refundable.

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

To initiate a refund request, please follow the steps outlined below:

1. Step 1 — Document the Issue: Before contacting us, gather supporting evidence for your claim. This may include photographs of incorrect, missing, or low-quality food items, screenshots of your order confirmation, or any other relevant documentation.
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: eatpizza-marcos.click
3. Step 3 — Provide Required Information: When contacting us, please include:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • A clear description of the issue
   • Supporting photos or documentation (if applicable)
   • Your preferred resolution (refund, replacement, store credit)
4. Step 4 — Review Process: Our customer service team will review your request and supporting documentation. We aim to respond to all refund inquiries within 1 to 2 business days.
5. Step 5 — Resolution: Once your request has been reviewed and approved, we will notify you of the outcome and initiate the appropriate resolution, which may include a full refund, partial refund, replacement order, or store credit.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, the exact timing of when the funds appear in your account is ultimately determined by your financial institution or payment provider. We are not responsible for delays caused by third-party payment processors or banks.

7. Partial Refunds

In certain circumstances, only a partial refund may be issued. Partial refunds may apply in the following situations:

• Only one or a few items from a multi-item order were incorrect or missing, rather than the entire order.
• The food quality issue affected only a portion of the order.
• A cancellation was requested after food preparation had already begun for part of the order.
• A catering order was cancelled within the partial refund window (24 to 48 hours before service).
• The customer contributed to the issue through partially incorrect delivery information.

In all cases of partial refunds, we will communicate clearly what amount is being refunded and the reasoning behind the partial determination. You may request further clarification by contacting us at [email protected].

8. Exchange Policy

In lieu of a monetary refund, Marcos may offer to replace an incorrect or unsatisfactory order. The following conditions apply to exchanges and replacements:

• Replacement Orders: If your order contained incorrect or missing items, we may offer to prepare and deliver or make available for pickup a replacement of the affected items, subject to availability.
• Timeliness: Replacement offers are subject to our operational hours. If the issue is reported when we are no longer able to fulfill a replacement that same day, we will issue a refund or store credit instead.
• Store Credit: As an alternative to a cash refund or replacement, we may offer store credit of equivalent value, which can be applied to a future order on our website.
• Customer Choice: Where possible, we will offer you the choice between a replacement, store credit, or monetary refund, and honor your preference subject to the eligibility conditions of this policy.

9. Dispute Resolution

We are committed to resolving all customer concerns fairly and promptly. If you are not satisfied with the outcome of your refund request, the following dispute resolution process applies:

9.1 Internal Escalation

If you believe your refund request was not handled appropriately, you may request an escalation to our management team by contacting us at [email protected] and clearly stating that you wish to escalate your complaint. Our management team will review the matter and provide a final response within 5 business days.

9.2 Chargebacks and Payment Disputes

You have the right under United States consumer protection law, including regulations governed by the Fair Credit Billing Act (FCBA), to dispute unauthorized or incorrect charges with your credit card issuer or financial institution. However, we encourage you to contact us directly before initiating a chargeback, as we are often able to resolve issues more quickly and efficiently through direct communication.

9.3 FTC and Consumer Protection Bodies

If you believe that Marcos has engaged in unfair or deceptive trade practices, you have the right to file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or with your state's consumer protection agency.

9.4 Informal Resolution

Before pursuing any formal legal action, both parties agree to attempt to resolve any dispute through good-faith negotiation. You agree to contact us and provide at least 30 days to respond to and attempt to resolve any complaint or claim.

10. Changes to This Refund Policy

Marcos reserves the right to modify or update this Refund Policy at any time. Changes will be effective immediately upon posting to our website at eatpizza-marcos.click. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically to stay informed of any updates. Continued use of our services following any changes constitutes your acceptance of the revised policy.

11. Contact Information

For all refund-related inquiries, cancellations, or concerns, please contact our customer support team using the details below:

Our customer support team is available to assist you. We strive to respond to all inquiries within 1 to 2 business days. For the fastest resolution, please have your order number and any relevant documentation ready when you reach out.