Refund Policy

Effective Date: May 28, 2026  |  Last Updated: May 28, 2026

1. Introduction

Welcome to Marcos ("we," "us," or "our"), a food service business operating through our website at marcosmeal.click. We are committed to providing fresh, high-quality food products and a satisfying dining experience to every customer. However, we understand that issues can occasionally arise with orders, and we want to ensure that any problems are handled fairly and efficiently.

This Refund Policy governs all purchases made through our website and applies to all customers within the United States. By placing an order with us, you agree to the terms outlined in this policy. Our practices are consistent with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state consumer protection statutes.

2. Refund Eligibility

We want every meal to meet your expectations. You may be eligible for a refund or replacement under the following conditions:

2.1 Eligible Refund Situations

• The order you received was incorrect (wrong items, missing items, or wrong quantities).
• The food received was spoiled, contaminated, or unsafe for consumption.
• The order arrived in a damaged condition that made it unsuitable for consumption.
• The food quality was significantly below the standard represented on our website or menu.
• You received a duplicate charge for a single order.
• Your order was confirmed but never delivered or prepared.
• A technical error on our platform caused an incorrect charge to your payment method.

2.2 Non-Eligible Refund Situations

Refunds will generally not be issued in the following circumstances:

• You simply changed your mind after the order was confirmed and preparation has begun.
• You provided an incorrect delivery address at the time of ordering.
• You were unavailable to receive your delivery at the designated time and location.
• Dissatisfaction based on personal taste preferences, provided the food was correctly prepared as described.
• Delays caused by circumstances beyond our control, such as severe weather, natural disasters, or third-party delivery disruptions.
• Orders that were fully consumed before a complaint was filed.
• Promotional or discounted items marked as non-refundable at the time of purchase.

3. Non-Refundable Items and Services

The following items and services are non-refundable under all circumstances:

4. Refund Request Timeframes

Timeliness is critical when it comes to food-related issues. We require that refund requests be submitted within the following windows:

Requests submitted outside these timeframes will be reviewed on a case-by-case basis at our sole discretion and may not be approved.

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

To request a refund from Marcos, please follow the steps below:

1. Step 1: Gather Your Information
   Before contacting us, have the following ready: your full name, email address used to place the order, order confirmation number, the date and time of the order, a clear description of the issue, and any supporting photos or evidence if applicable.
2. Step 2: Contact Our Support Team
   Reach out to us via email at [email protected] or through our website contact form at marcosmeal.click. Clearly state "Refund Request" in the subject line of your email.
3. Step 3: Submit Your Evidence
   Attach any photographs, screenshots, or other relevant documentation that supports your refund claim. For food quality issues, clear photos of the food item(s) in question are required.
4. Step 4: Review and Confirmation
   Our customer service team will acknowledge your request within 1–2 business days. We may reach out to gather additional information if necessary.
5. Step 5: Decision Notification
   We will notify you of our decision regarding your refund request within 3–5 business days of receiving all required information. You will receive the outcome via the email address associated with your account.
6. Step 6: Refund Processing
   If your refund is approved, it will be processed according to the timeframes outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times will vary depending on your original payment method:

7. Partial Refunds

In certain situations, we may issue a partial refund rather than a full refund. Partial refunds may be issued when:

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• Some items in the order were delivered in acceptable condition while others were not.
• The issue affects quality in a minor or moderate way rather than rendering the food entirely unusable or unfit for consumption.
• A discount, coupon, or promotional code was applied to the original order — the refund will be calculated based on the amount actually paid.
• You accepted a partial replacement or redelivery for part of the order.

The amount of a partial refund will be determined at our discretion based on the nature and extent of the issue reported. We will always communicate the refund amount clearly before processing.

8. Exchange Policy

Because of the perishable and time-sensitive nature of food products, traditional item exchanges are generally not available. However, we do offer the following alternatives:

8.1 Order Replacement

If your order was incorrect or contained items that did not meet our quality standards, we may, at our discretion, offer to re-prepare and re-deliver the correct or replacement items. This option is subject to availability and operational hours.

8.2 Store Credit

In cases where a full monetary refund is not applicable but the issue warrants compensation, we may offer store credit equivalent to the value of the affected item(s). Store credit can be applied toward future orders on marcosmeal.click and is valid for 90 days from the date of issuance.

8.3 Menu Item Substitutions

If a specific menu item is unavailable at the time your order is being prepared, we will attempt to contact you before making any substitutions. If we are unable to reach you, we may substitute a comparable item of equal or greater value. If you are not satisfied with a substituted item, you may request a refund for that portion of the order.

9. Cancellation Policy

We understand that plans change. Please review our cancellation terms below:

9.1 Cancellation Before Preparation Begins

If you wish to cancel your order, please contact us immediately after placing it. If your order has not yet entered the preparation stage, we will cancel it and issue a full refund to your original payment method.

9.2 Cancellation After Preparation Has Begun

Once food preparation has begun, cancellations are not accepted, and no refund will be issued. This is because the food products involved are perishable and have been prepared specifically for your order.

9.3 Cancellation After Dispatch

Orders that have already been dispatched for delivery cannot be cancelled. If you refuse delivery without a valid reason covered by this policy, no refund will be issued.

9.4 Marcos-Initiated Cancellations

In rare cases, we may need to cancel your order due to ingredient unavailability, technical errors, extreme weather, or operational issues. If we cancel your order, you will receive a full refund within the applicable processing timeframe and will be notified promptly via email or phone.

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 are committed to resolving disputes fairly and in a timely manner.

10.1 Internal Escalation

If you believe your refund request was not handled appropriately, you may request an escalation to our management team by emailing [email protected] with the subject line "Refund Dispute Escalation." Please include your original ticket or case number and a description of why you believe the initial decision was incorrect. Our management team will respond within 5 business days.

10.2 Chargeback and Payment Dispute

You have the right to dispute a charge with your credit card company or financial institution if you believe an unauthorized or incorrect charge was made. However, we strongly encourage you to contact us first, as most issues can be resolved directly and more quickly through our support team.

10.3 Consumer Protection Agencies

Customers in the United States may also contact the Federal Trade Commission (FTC) at ftc.gov or their respective state attorney general's office for guidance on consumer rights related to food service purchases. Customers in California may have additional rights under the California Consumer Privacy Act (CCPA/CPRA).

10.4 Alternative Dispute Resolution

In the event that a dispute cannot be resolved through internal escalation, both parties agree to first attempt resolution through good-faith negotiation. If negotiation fails, disputes may be subject to binding arbitration in accordance with the American Arbitration Association (AAA) rules, unless prohibited by applicable law.

11. Special Circumstances

11.1 Allergic Reactions and Food Safety Issues

If you or someone who consumed our food experiences a food safety concern, allergic reaction, or illness that you believe is related to our products, please contact us immediately and seek appropriate medical attention. We take all food safety reports seriously and will conduct a thorough investigation. Evidence and documentation (such as medical reports) will be required to process these types of claims.

11.2 Holiday and Peak Period Orders

During busy periods such as public holidays and special events, response times for refund requests may be slightly delayed. We appreciate your patience and assure you that all requests will be addressed as quickly as possible.

12. Policy Updates

Marcos reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically. Your continued use of our website and services after any changes constitutes your acceptance of the updated policy.

13. Contact Information

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