Refund Policy

Effective Date: May 8, 2026  |  Last Updated: May 8, 2026

1. Introduction

At Marcos, customer satisfaction is our top priority. We are committed to delivering high-quality food products and a seamless ordering experience. We understand that issues can occasionally arise with food orders, and we have established this Refund Policy to provide clear guidance on how we handle refund requests, cancellations, and disputes.

This policy applies to all orders placed through our website at marcopizza.click, by phone, or through any affiliated ordering platform. As a food service business operating in the United States, this policy complies with applicable federal consumer protection laws enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as applicable state consumer protection regulations.

2. Eligibility Conditions for Refunds

Marcos will consider a refund request under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong toppings, wrong size, wrong item entirely).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise not meeting acceptable quality standards.
• Damaged Food: The food arrived in a condition that made it unfit for consumption due to damage during preparation or delivery.
• Allergic Ingredient Included Despite Special Request: If a specific allergen-related modification was clearly requested and confirmed at the time of ordering but was not honored.
• Duplicate Charge: Your payment method was charged more than once for the same order.
• Order Not Received: Your delivery order was never delivered and the delivery window has passed with no resolution from the delivery team.

3. Timeframes for Refund Requests

To be considered for a refund, requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a full refund. We encourage customers to inspect their order promptly upon receipt.

4. Non-Refundable Items and Situations

The following situations are generally not eligible for a refund:

• Orders where the customer simply changed their mind after the food has been prepared or is in transit.
• Food items that have been partially or fully consumed and the complaint is related to taste preference rather than a quality or accuracy issue.
• Customization requests that were not clearly communicated at the time of ordering.
• Orders delayed due to circumstances beyond our control, such as extreme weather, traffic conditions, or third-party delivery service failures, unless the delay is excessive (over 60 minutes beyond estimated delivery time).
• Promotional, discounted, or complimentary items that were provided free of charge.
• Orders where the customer provided an incorrect delivery address that resulted in non-delivery.
• Delivery fees (except in cases where the order was not delivered at all through fault of Marcos).

5. How to Request a Refund

To request a refund, please follow these steps carefully:

1. Step 1 – Document the Issue: Take clear photos or videos of the food item(s) in question, showing the problem (e.g., missing item, incorrect topping, quality issue). This documentation will support your claim.
2. Step 2 – Contact Us Promptly: Reach out to our customer support team as soon as possible within the applicable timeframe:
   • Email: [email protected]
   • Website: marcopizza.click
3. Step 3 – Provide Order Details: When contacting us, include the following information:
   • Full name on the order
   • Order number or confirmation number
   • Date and time of the order
   • Description of the issue
   • Attached photos or evidence (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 – Review Process: Our team will review your request within 1–2 business days and may contact you for additional information if needed.
5. Step 5 – Resolution: Once your request is approved, you will be notified of the outcome and the refund, replacement, or credit will be processed accordingly.

6. Refund Processing Times by Payment Method

Once a refund has been approved, please allow the following processing times depending on your payment method:

Please note that while we process refunds promptly on our end, the time it takes for the refund to appear in your account depends on your financial institution's processing timelines, which are outside of our control. If you have not received your refund within the stated timeframe, we recommend contacting your bank or payment provider before reaching out to us.

7. Partial Refunds

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

• Only certain items in a multi-item order were incorrect or missing, while the rest of the order was fulfilled correctly.
• The food quality issue affected only a portion of the order.
• A discount, coupon, or promotional credit was applied to the original order, in which case the refund will reflect the actual amount paid for the affected items.
• The customer partially consumed the food before reporting the issue, and the reported problem is deemed credible but partial.
• Delivery fees may be partially or fully refunded based on the nature of the complaint and delivery circumstances.

The amount of a partial refund will be determined at the discretion of Marcos management based on the specific circumstances of each case.

8. Replacement / Exchange Policy

In many cases, Marcos prefers to resolve issues through a replacement rather than a monetary refund. If you received an incorrect or unsatisfactory item, we may offer to:

• Remake and redeliver your order or the affected item(s) at no additional charge (subject to availability and operating hours).
• Provide a replacement item of equal or greater value on your next order.
• Issue store credit equivalent to the value of the affected item(s) for use on a future order.

You are not obligated to accept a replacement in lieu of a refund. If you prefer a monetary refund and your request qualifies under this policy, we will honor that preference. However, for issues such as missing items or minor inaccuracies, a same-day replacement is often the fastest resolution we can offer.

9. Order Cancellation Policy

We understand that plans change. However, because our food is prepared fresh to order, our ability to accommodate cancellations is limited once preparation has begun.

9.1 Cancellation Before Preparation Begins

If you need to cancel your order, please contact us immediately — ideally within 5 minutes of placing the order. If the kitchen has not yet begun preparing your food, we will cancel the order and issue a full refund to your original payment method.

9.2 Cancellation After Preparation Has Begun

If your order is already being prepared or is ready for pickup/delivery, we are generally unable to offer a full refund for a cancellation. In these cases:

• We may offer store credit for the amount paid, minus any preparation costs already incurred.
• If the cancellation is due to an exceptional circumstance (e.g., a documented emergency), we will review the situation on a case-by-case basis.

9.3 Delivery Orders — Cancellation After Dispatch

Once an order has been dispatched for delivery, it cannot be cancelled, and no refund will be issued for the cancellation request. Please contact us before the order leaves our location if you wish to cancel.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter. Marcos is committed to resolving all customer disputes fairly and promptly.

10.1 Internal Escalation

If your initial refund request is denied or the proposed resolution is unsatisfactory, you may request to escalate your case to a senior manager or owner by:

• Sending a detailed email to [email protected] with the subject line: "Refund Dispute – Escalation Request"
• Including your original complaint reference number, order details, and a clear explanation of why you are disputing the initial resolution.

We commit to responding to escalated disputes within 3 business days.

10.2 Chargeback Notice

If you choose to initiate a chargeback with your bank or credit card provider without first contacting us to resolve the matter, please be aware that:

• We will respond to chargebacks with all relevant order documentation.
• Initiating a chargeback may delay the resolution process.
• We strongly encourage customers to contact us directly first, as this is typically the fastest path to resolution.

10.3 Consumer Protection Resources

As a United States-based business, Marcos operates under federal consumer protection laws enforced by the Federal Trade Commission (FTC). If you believe your consumer rights have been violated, you may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov or call 1-877-FTC-HELP
• Your State Attorney General's Office — each state maintains its own consumer protection division.
• Better Business Bureau (BBB): www.bbb.org

11. Special Circumstances

Marcos recognizes that unique situations may arise that fall outside the standard parameters of this policy. In such cases, we reserve the right to make exceptions at our sole discretion. Exceptional circumstances that may be considered include:

• Severe weather events that significantly impacted delivery quality or timeliness.
• System errors on our website or ordering platform that resulted in incorrect charges or duplicate orders.
• Documented health concerns arising from the consumption of our food products (subject to verification and investigation).

In all exceptional cases, Marcos will investigate the matter thoroughly and strive to reach a fair resolution for the customer.

12. Modifications to This Policy

Marcos reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes will be reflected on this page with an updated "Last Updated" date at the top of the document. We encourage customers to review this policy periodically to stay informed of any changes. Continued use of our services following any modifications constitutes acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, please use the contact details below. Our customer service team is here to help and will do our best to resolve your concern as quickly as possible.