Refund Policy

At Marcos, we are committed to providing our customers with high-quality food and a satisfying dining experience. We understand that sometimes things do not go as planned, and we want to make sure you feel confident when ordering from us. This Refund Policy outlines your rights and our obligations regarding refunds, exchanges, cancellations, and dispute resolution.

Please read this policy carefully before placing an order on marcos-pizza.click. By placing an order with us, you agree to the terms outlined in this policy. This policy is governed by the laws of the United States, including applicable federal consumer protection regulations enforced by the Federal Trade Commission (FTC).

1. Eligibility for Refunds

We want every order to be exactly what you expected. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item or items that are different from what you ordered.
• Missing Items: One or more items from your order were not delivered or included in your pickup order.
• Food Quality Issues: The food was undercooked, spoiled, contaminated, or otherwise unfit for consumption upon delivery or pickup.
• Significant Delay: Your delivery was significantly delayed beyond the estimated delivery time communicated at the time of order, resulting in food being unacceptable in quality.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Unauthorized Transactions: A charge appeared on your account that you did not authorize.

All refund requests are subject to review and approval by our customer service team. We reserve the right to request supporting documentation, such as photos of the item(s) in question, to verify a claim before processing any refund.

2. Timeframes for Refund Requests

To ensure that your concern is addressed in a timely and effective manner, all refund requests must be submitted within the timeframes specified below:

Requests submitted outside of these windows may not be eligible for a refund. We encourage you to contact us as soon as possible after discovering an issue with your order.

3. Non-Refundable Items and Situations

The following items, situations, and circumstances are generally not eligible for a refund:

• Change of Mind: Refunds will not be issued simply because you changed your mind after the order was placed and preparation has begun.
• Customization Errors by the Customer: If you made an error when customizing your order (e.g., wrong toppings, incorrect crust type), we are unable to issue a refund once the item has been prepared.
• Partially Consumed Food: If more than a reasonable portion of the food has been consumed, refund requests will not be honored unless a genuine safety or quality issue is verified.
• Promotional or Complimentary Items: Free items provided as part of a promotional offer are not eligible for a cash refund.
• Delivery Fees: Delivery fees are generally non-refundable unless the refund is the result of a verified error on our part, such as a failed delivery.
• Third-Party Platform Orders: If you placed your order through a third-party delivery platform (e.g., DoorDash, Uber Eats, Grubhub), the refund policy of that platform will apply. You must contact the third-party platform directly for refund assistance.
• Incorrect Delivery Address Provided by Customer: If your order was delivered to the wrong address because you provided incorrect information, we are unable to offer a refund.

4. How to Request a Refund

Requesting a refund from Marcos is simple. Please follow these steps to submit your request:

1. Step 1 — Gather Your Information: Before reaching out, please have the following information ready:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • Description of the issue
   • Photos of the item(s) if applicable (especially for quality or incorrect order claims)
2. Step 2 — Contact Us: Reach out to our customer support team using one of the methods below:
   • Email: [email protected]
   • Website: marcos-pizza.click
3. Step 3 — Submit Your Claim: Clearly explain the nature of your complaint and attach any supporting documentation, such as photos or screenshots. The more detail you provide, the faster we can resolve your issue.
4. Step 4 — Await Confirmation: Once we receive your request, we will send you a confirmation acknowledgment within 1 business day. Our team will then review your claim.
5. Step 5 — Resolution: After reviewing your claim, we will notify you of our decision via email. If your refund is approved, we will initiate the refund process as outlined in Section 5 below.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive the refunded amount depends on your original payment method. Please refer to the table below:

6. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following cases:

• Only one or a few items from a multi-item order were incorrect or missing.
• The food quality issue affected only part of your order.
• A promotional discount or coupon was applied to the original order, and the refund will be adjusted accordingly.
• The delivery was partially fulfilled due to circumstances beyond our control, such as item availability issues.

The amount of a partial refund will be calculated based on the individual item prices at the time of the original order. Delivery fees and service charges may or may not be included in the partial refund, depending on the nature of the issue.

7. Exchange Policy

Due to the perishable nature of food products, Marcos does not offer traditional item exchanges in the same way that retail stores do. However, we do offer the following options as an alternative to a monetary refund in eligible situations:

• Replacement Order: If your order was incorrect or an item was missing, we may offer to prepare and send a replacement item or order, subject to availability and verification of the claim.
• Store Credit: In lieu of a monetary refund, we may offer store credit that can be applied to your next order. Store credits are valid for 90 days from the date of issuance and are non-transferable.
• Complimentary Item on Next Visit: For minor issues, we may offer a complimentary item on your next visit or order as a gesture of goodwill.

Replacement orders are subject to the same delivery fees unless the original error was solely on our part, in which case the replacement will be delivered at no additional charge.

8. Cancellation Policy

We understand that plans change, and we will do our best to accommodate cancellation requests. However, because our team begins preparing food orders promptly after they are received, our ability to process cancellations is time-sensitive.

8.1 Online and Phone Orders

• Orders may be cancelled within 5 minutes of being placed, provided that food preparation has not yet begun.
• To cancel, please call us immediately or contact us via email at [email protected].
• Once food preparation has begun, we are unable to cancel the order or issue a refund, except in cases where we are at fault for an error.

8.2 Scheduled or Pre-Orders

• Orders placed in advance for a future date or time may be cancelled up to 2 hours before the scheduled preparation time without penalty.
• Cancellations made within 2 hours of the scheduled time may not be eligible for a full refund.

8.3 Catering and Large Group Orders

• Catering or large group orders require a minimum of 24 hours' notice for cancellation to receive a full refund.
• Cancellations made within 24 hours of the scheduled delivery or pickup time may result in a partial refund or no refund, depending on the preparation status of the order.

9. Dispute Resolution Process

If you are not satisfied with the resolution we provide, we encourage you to follow the dispute resolution steps outlined below. We are committed to resolving all issues fairly and efficiently.

9.1 Internal Escalation

If your initial refund request was denied or you are unhappy with the proposed resolution, you may request an internal escalation review by contacting us at [email protected] and clearly stating that you are requesting an escalation. Our management team will review your case within 5 business days.

9.2 Chargeback Through Your Bank

If you believe you have been wrongfully charged and we have been unable to resolve your issue, you have the right to initiate a chargeback through your bank or credit card issuer. Please be aware that initiating a chargeback before contacting us to seek resolution may result in the suspension of your account.

9.3 FTC and Consumer Protection Agencies

As a U.S.-based business, we comply with the Federal Trade Commission Act and applicable consumer protection regulations. If you believe your consumer rights have been violated, you may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov/complaint
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Office or Department of Consumer Affairs

9.4 Informal Mediation

We encourage all disputes to be resolved informally through direct communication. Before taking formal legal action, please contact us to allow us the opportunity to resolve the matter in good faith. We are dedicated to customer satisfaction and will work diligently to find a fair resolution.

10. California Residents

If you are a resident of California, you may have additional rights under the California Consumer Privacy Act (CCPA) as amended by the California Privacy Rights Act (CPRA), as well as under California's consumer protection laws. For more information about your privacy rights, please review our Privacy Policy available at marcos-pizza.click.

11. 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 marcos-pizza.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 changes. Continued use of our services following any changes constitutes your acceptance of the revised policy.

12. Contact Information

If you have any questions, concerns, or would like 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 issue as quickly as possible.