Refund Policy

At Marcos, we are committed to delivering a satisfying dining experience with every order. We understand that situations may arise where a refund or order adjustment is necessary. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. By placing an order through our website marcopizza.rest or any other channel, you agree to the terms described in this policy.

1. General Refund Philosophy

Customer satisfaction is at the heart of everything we do at Marcos. We take pride in the quality of our food and service. If something goes wrong with your order — whether it is a missing item, an incorrect preparation, a quality concern, or a delivery issue — we want to make it right. We evaluate all refund and adjustment requests on a case-by-case basis, taking into account the nature of the issue, the timing of the request, and the evidence provided.

Because food is a perishable product that is prepared fresh upon order, refunds and returns are handled differently than traditional retail products. Please read this policy carefully to understand your rights and our obligations.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong pizza toppings, incorrect size, or wrong dish entirely).
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food delivered was undercooked, spoiled, contaminated, or otherwise unacceptable and unsafe for consumption.
• Significant Delivery Delay: Your delivery arrived significantly later than the estimated delivery time provided at checkout, and the food quality was compromised as a result.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Order Never Received: Your order was confirmed and charged but never arrived and was not picked up.
• Allergenic Ingredients: You clearly specified an allergy or dietary restriction at the time of ordering and the food was prepared without honoring that request, posing a health risk.

To be eligible for a refund, you must:

1. Contact us within the timeframe specified in Section 3 below.
2. Provide your order number, date, and a description of the issue.
3. Where applicable, provide photographic or written evidence of the problem.

3. Timeframes for Refund Requests

We ask that all refund or order adjustment requests be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We encourage you to inspect your order upon receipt and contact us promptly if any issues arise.

4. Non-Refundable Items and Situations

Certain situations are not eligible for a refund. These include, but are not limited to:

• Orders that were consumed in full or in large part before a complaint was raised (except in cases of food safety concerns).
• Customization requests made at the time of ordering that the customer changed their mind about after receiving the food.
• Complaints based on personal taste preferences, where the food was prepared correctly as ordered.
• Requests made after the applicable timeframe has passed.
• Delivery fees and service charges, except in cases where the order was never delivered.
• Promotional items, free add-ons, or complimentary products included with an order.
• Orders that were picked up and accepted at the counter without any issue being raised at the time of pickup.
• Delays caused by factors outside our control, including but not limited to severe weather, traffic conditions, or third-party delivery service issues.

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

To request a refund, please follow these steps:

1. Step 1 – Gather Your Information: Before reaching out, collect the following: your order number (found in your confirmation email or receipt), the date and time of your order, your contact information, and a clear description of the issue.
2. Step 2 – Take Photos (If Applicable): If your concern involves food quality, an incorrect item, or a missing item, take clear photographs of the food and packaging as soon as the issue is identified. Photos significantly help us evaluate your request.
3. Step 3 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: marcopizza.rest
   When contacting us, include your order number, a description of the issue, and any supporting photos.
4. Step 4 – Review Process: Our team will review your request within 1–3 business days. We may reach out to you for additional information or clarification before making a decision.
5. Step 5 – Resolution: Once your request has been reviewed, we will notify you of the outcome via email. If your refund is approved, it will be processed according to the timelines outlined in Section 6 below.

6. Refund Processing Times by Payment Method

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

Please note that while we initiate refunds promptly upon approval, the actual time it takes for the funds to appear in your account depends on your financial institution or payment provider. Marcos is not responsible for delays caused by banks or third-party payment processors.

7. Partial Refunds

In some situations, a partial refund may be issued instead of a full refund. Partial refunds are considered when:

• Only certain items in an order were incorrect or missing, while others were received correctly.
• The food quality was partially acceptable — for example, some items met standards while others did not.
• A delivery was significantly delayed but the food was still consumed.
• A promotional discount was applied at the time of purchase, and the refund amount is calculated based on the actual amount paid rather than the full list price.

The amount of a partial refund will reflect the value of the affected item(s) or service(s) and will be communicated to you when the refund decision is made. If you disagree with a partial refund determination, you may escalate the matter as outlined in Section 10.

8. Exchange Policy

Due to the perishable and freshly prepared nature of our food, traditional item exchanges are not available in the same way they might be for retail products. However, we do offer the following alternatives when appropriate:

• Replacement Order: If you received an incorrect item, we may offer to prepare and deliver or make available for pickup the correct item, subject to availability and timing.
• Store Credit: In lieu of a monetary refund, we may offer store credit equivalent to the value of the affected item(s), which can be applied to a future order.
• Complimentary Item: In some cases, we may offer a complimentary item on your next visit or order as a goodwill gesture.

Exchange and replacement options are offered at the discretion of Marcos management and are subject to availability. We will always communicate available options clearly when resolving your complaint.

9. Cancellation Policy

Orders placed through our website or in person begin preparation quickly to ensure food freshness and timely delivery. For this reason, our cancellation window is very limited.

9.1 Online and Phone Orders

• You may cancel an order within 5 minutes of placing it, provided preparation has not yet begun.
• After 5 minutes, or once preparation has started, cancellations may not be accepted and a refund may not be available.
• To cancel an order, contact us immediately via email at [email protected] or through the website at marcopizza.rest.

9.2 Catering and Large Group Orders

• Catering orders require a minimum of 48 hours' notice for cancellation to receive a full refund.
• Cancellations made between 24 and 48 hours before the scheduled time may receive a 50% refund.
• Cancellations made less than 24 hours before the scheduled time are non-refundable, as ingredients and preparation resources will have already been committed.

9.3 Pre-Ordered Events and Special Occasions

Orders placed in advance for special occasions, holidays, or events are subject to specific cancellation terms communicated at the time of booking. Please refer to your order confirmation or contact us directly for details.

10. Dispute Resolution Process

If you are not satisfied with the outcome of a 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 your initial refund request was denied or you received a partial refund that you believe does not fairly reflect the issue, you may request a review by a senior member of our team. To do so, reply to our refund decision email and indicate that you would like to escalate your case. Please include any additional information or documentation that supports your claim.

10.2 Chargeback Rights

You have the right to contact your bank or credit card issuer to initiate a chargeback if you believe you have been charged incorrectly and we have failed to resolve the matter. Under the Fair Credit Billing Act (FCBA) and applicable consumer protection regulations enforced by the Federal Trade Commission (FTC), consumers have certain rights regarding billing disputes. We encourage you to first attempt resolution directly with us before initiating a chargeback, as this allows us to address the issue more quickly.

10.3 Consumer Protection Resources

If you are located in the United States and feel your consumer rights have been violated, you may contact the following organizations:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General's Consumer Protection Division

10.4 Governing Law

This Refund Policy is governed by the laws of the United States. Any disputes arising under this policy shall be resolved in accordance with applicable federal and state consumer protection laws, including but not limited to the FTC Act.

11. Third-Party Delivery Platforms

If you placed your order through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please be aware that the refund and cancellation policies of those platforms may apply to your order. Marcos does not control the refund processes of third-party platforms, and refunds for orders placed through those channels must be requested through the respective platform's customer support.

However, if you experience a food quality issue or receive an incorrect order through a third-party platform, you are welcome to contact us directly so we can work toward a resolution in collaboration with the platform.

12. Modifications to This Policy

Marcos reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at marcopizza.rest with an updated effective date. We encourage you to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or order concerns, please contact us using the information below. Our customer support team is here to help.

When contacting us, please have the following information ready to help us assist you efficiently:

• Your full name
• Order number
• Date and time of order
• Description of the issue
• Photos or supporting documentation (if applicable)
• Your preferred resolution (refund, replacement, store credit)