Refund Policy

At Marcos, customer satisfaction is at the heart of everything we do. We understand that issues may occasionally arise with your order, and we are committed to resolving them fairly and promptly. Please read this Refund Policy carefully to understand your rights and our obligations when it comes to refunds, exchanges, and cancellations.

1. Overview

This Refund Policy applies to all food orders and purchases made through our website (marcos-pizza.digital), mobile applications, telephone orders, or in-store at any Marcos location. By placing an order with us, you agree to the terms outlined in this policy.

We operate in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state-level consumer protection regulations. Our goal is to ensure every customer receives fresh, accurate, and high-quality food products. When that standard is not met, we will make it right.

2. Eligibility Conditions for Refunds

A refund or replacement may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (wrong toppings, wrong size, wrong product).
• Missing Items: One or more items from your confirmed order were not included in your delivery or pickup bag.
• Poor Food Quality: The food received was undercooked, overcooked, spoiled, or otherwise unfit for consumption upon delivery or pickup.
• Food Safety Concern: There is a reasonable concern that the food poses a health or safety risk, including the presence of foreign objects.
• Significantly Late Delivery: Your order was delivered significantly later than the estimated delivery time, 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 or billing error.
• Failed Online Transaction: Your payment was processed but the order was not confirmed or received by our system.

Refunds are evaluated on a case-by-case basis. Marcos reserves the right to request supporting evidence (such as photographs) before approving a refund or replacement.

3. Timeframes for Refund Requests

To ensure a timely and effective resolution, refund requests must be submitted within the following timeframes:

Requests submitted after these deadlines may not be eligible for a full refund. We strongly encourage customers to inspect their order immediately upon receipt and contact us as soon as possible if there is an issue.

4. Non-Refundable Items and Situations

While we strive to accommodate all reasonable refund requests, certain situations are not eligible for a refund:

• Orders that have been fully consumed without valid complaint at the time of consumption.
• Change of mind after an order has been prepared or dispatched for delivery.
• Incorrect delivery address or contact information provided by the customer at the time of ordering.
• Customer unavailability at the time of delivery after multiple contact attempts.
• Customizations or special instructions that were clearly communicated and correctly fulfilled by our team.
• Promotional items, complimentary products, or items received as part of a gift or loyalty reward.
• Delays caused by circumstances beyond our control, including severe weather, natural disasters, or traffic disruptions, unless food quality was materially affected.
• Dissatisfaction based solely on personal taste preferences, where the order was prepared as requested.
• Digital coupons or discount codes that were applied incorrectly by the customer.

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

Requesting a refund from Marcos is straightforward. Please follow the steps below to ensure your request is processed as quickly as possible:

1. Step 1 – Document the Issue: Take clear photographs of the incorrect, missing, or substandard food item(s). Note the time you received the order and any relevant details about the problem.
2. Step 2 – Contact Our Support Team: Reach out to us via email at [email protected] or through the contact form available at marcos-pizza.digital. You may also contact the specific Marcos location where your order originated.
3. Step 3 – Provide Order Information: Include your full name, order number, the date and time of your order, the method of payment used, and a detailed description of the issue you experienced.
4. Step 4 – Attach Supporting Evidence: If applicable, attach photographs or any other documentation supporting your claim. This will help us process your request faster and more accurately.
5. Step 5 – Await Confirmation: Our customer support team will acknowledge your request within 1–2 business days and may follow up with additional questions if needed.
6. Step 6 – Resolution: Once your request has been reviewed and approved, we will notify you of the resolution — whether that is a full refund, partial refund, store credit, or replacement order.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to be returned to you depends on your original payment method. Please refer to the table below:

7. Partial Refunds

In some situations, only a partial refund may be granted. These include but are not limited to:

• Only a portion of your order was incorrect or missing, and the remaining items were satisfactory.
• The food quality issue affected only one or a few items within a larger order.
• The order was delivered late, but the food quality remained acceptable.
• A complaint is submitted after partial consumption of the affected item(s).
• The customer accepted a partial replacement or discount at the time of delivery.

The amount of a partial refund will be calculated based on the value of the specific item(s) affected, including applicable taxes. Our customer support team will communicate the partial refund amount clearly before finalizing the resolution.

8. Exchange Policy

In many cases, rather than a monetary refund, we may offer to replace the affected item(s) with a freshly prepared equivalent. Our exchange policy works as follows:

• Replacement Orders: If your order was incorrect or of poor quality, we will prepare and deliver (or make available for pickup) a correct replacement at no additional charge.
• Timing: Replacement offers are typically made available during the same operating hours in which the original issue was reported.
• Customer Choice: You are not obligated to accept a replacement in lieu of a refund. You may choose either option, subject to eligibility under this policy.
• Promotional Items: Replacement items will be of equal or comparable value to the original item(s) ordered. No upgrades will be provided unless specifically authorized by a Marcos manager.

9. Cancellation Policy

We begin preparing your order almost immediately after it is received. For this reason, our ability to cancel orders is limited once preparation has begun.

9.1 Online and App Orders

• Cancellations must be requested within 5 minutes of placing your order to be eligible for a full refund.
• After 5 minutes, your order may already be in preparation and cancellation may not be possible.
• To cancel, contact us immediately by email at [email protected] or by calling the location where your order was placed.

9.2 Phone Orders

• Phone orders may be cancelled by calling the same location back within 5 minutes of the original call.
• If preparation has already started, cancellation may not be accepted.

9.3 Catering and Large Group Orders

• Catering or bulk orders must be cancelled at least 24 hours in advance of the scheduled delivery or pickup time to receive a full refund.
• Cancellations made between 12–24 hours in advance may be subject to a cancellation fee of up to 25% of the total order value.
• Cancellations made less than 12 hours in advance will not be eligible for a refund unless the cancellation is due to a verifiable emergency.

10. Orders Placed Through Third-Party Platforms

If you placed your order through a third-party food delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), your refund request may need to be directed to that platform in accordance with their own policies. Marcos does not have direct control over transactions processed through third-party platforms.

However, if your complaint relates to food quality or preparation issues caused by Marcos, we encourage you to also contact us directly at [email protected] so we can address the matter on our end and improve our service.

11. Dispute Resolution Process

We take all complaints seriously and are committed to resolving them amicably. If you feel that your refund request has not been handled fairly or satisfactorily, the following dispute resolution steps are available to you:

11.1 Internal Escalation

If your initial refund request was denied or you disagree with the outcome, you may request an escalation to a senior customer service representative or store manager by emailing [email protected] with the subject line "Refund Dispute – Escalation Request." Include your original case or order number and a clear explanation of why you believe the decision should be reconsidered.

11.2 Written Formal Complaint

If internal escalation does not resolve the issue to your satisfaction, you may submit a formal written complaint. We will respond to formal complaints within 10 business days of receipt.

11.3 Consumer Protection Agencies

Customers in the United States have the right to file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or with their respective state consumer protection office. Customers in California may also reference their rights under the California Consumer Privacy Act (CCPA/CPRA) as applicable.

11.4 Chargeback Rights

You retain the right to dispute a charge with your credit card issuer or financial institution. However, we ask that you contact us first to allow us the opportunity to resolve the issue directly before initiating a chargeback, as this helps avoid unnecessary delays for both parties.

12. Store Credit as an Alternative

In some cases, and at the customer's discretion, we may offer Marcos store credit as an alternative to a monetary refund. Store credit:

• Will be applied to your Marcos account or issued as a digital voucher code.
• Is valid for 12 months from the date of issuance.
• Is non-transferable and cannot be exchanged for cash.
• Can be applied toward any future eligible order on marcos-pizza.digital or through our app.

13. Policy Modifications

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

14. Contact Information for Refund Requests

If you have questions about this Refund Policy or wish to submit a refund request, please contact our customer support team using the information below:

We value your trust and your business. Thank you for choosing Marcos. Our commitment is to ensure that every experience you have with us — whether dining in, picking up, or ordering delivery — meets the highest standard of quality and satisfaction. If something goes wrong, we are here to make it right.

This Refund Policy was last updated on May 15, 2026, and is effective as of the same date. This policy is subject to applicable United States federal and state laws, including but not limited to the FTC Act and applicable state consumer protection statutes.