Refund Policy

Effective Date: July 2, 2026 | Last Updated: July 2, 2026

1. Our Commitment to Customer Satisfaction

At Marcos Cafe, we take great pride in the quality of our food and the experience we provide to every customer. We understand that issues can occasionally arise, and we are dedicated to resolving any concerns promptly and fairly. This Refund Policy has been established in accordance with applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) Act, to ensure transparency and fairness in all our transactions.

By placing an order with Marcos Cafe — whether online through marcos-cafe.click, by phone, or in person — you agree to the terms outlined in this Refund Policy. We encourage you to review this document thoroughly so you understand your rights and our obligations.

2. Eligibility Conditions for Refunds

Refund requests are evaluated on a case-by-case basis. To be eligible for a refund, one or more of the following conditions must be met:

• Incorrect Order: You received an item that was different from what you ordered, either in content, size, or customization specifications.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food was prepared incorrectly, arrived in an unsatisfactory condition, or did not meet reasonable quality standards (e.g., undercooked, spoiled, or contaminated food).
• Duplicate Charges: You were charged more than once for the same order due to a technical error on our platform.
• Order Not Received: Your delivery order was never received, and confirmation of non-delivery has been established through our delivery records.
• Allergic Reaction Due to Mislabeling: If you specifically communicated an allergy or dietary restriction and the food provided did not comply with those requirements, resulting in harm or an unusable product.

Refunds will not be issued based solely on personal taste preferences unless the food was prepared in a manner materially different from the menu description.

3. Non-Refundable Items and Services

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

• Food items that have been fully consumed or substantially eaten before a complaint is made.
• Orders where the customer provided incorrect delivery information (wrong address, inaccessible location, etc.).
• Orders that were refused at the time of delivery by the customer without a valid reason.
• Promotional, discounted, or complimentary items provided free of charge.
• Delivery fees, service fees, or platform transaction fees in cases where the order itself was correctly fulfilled.
• Orders where the customer simply changed their mind after the food has been prepared.
• Gift cards, vouchers, or promotional credits once redeemed.
• Catering deposits where preparation has already commenced (see Cancellation Policy below).

4. Timeframes for Refund Requests

To ensure a fair and efficient resolution process, all refund requests must be submitted within the following timeframes:

Requests submitted outside these timeframes may be declined at our discretion. We encourage customers to inspect their orders promptly upon receipt to ensure accuracy and quality.

5. How to Request a Refund – Step-by-Step

To initiate a refund request, please follow the steps outlined below:

1. Step 1 – Contact Us Promptly: Reach out to our customer support team as soon as you identify an issue with your order. You can contact us via:
   • Email: [email protected]
   • Website: marcos-cafe.click
2. Step 2 – Provide Order Information: Include the following details in your request:
   • Your full name
   • Order number or receipt confirmation
   • Date and time of the order
   • Description of the issue (e.g., missing item, wrong item, quality concern)
3. Step 3 – Submit Supporting Evidence (if applicable): Where possible, attach photographs of the food item(s) in question. Visual evidence greatly helps us assess the situation accurately and expedite the resolution process.
4. Step 4 – Review and Response: Our team will review your request and respond within 1–2 business days. We may contact you for additional information if necessary.
5. Step 5 – Resolution: Once your request is approved, we will process the refund, replacement, or credit in accordance with the terms of this policy. You will receive a confirmation notification once the resolution has been completed.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on the payment method used at the time of purchase:

7. Partial Refunds

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

• Only a portion of your order was missing, incorrect, or unsatisfactory, while the remainder of the order was delivered correctly and in acceptable condition.
• You received a food item that was partially consumed before the issue was identified (e.g., you ate half of a dish before noticing an error).
• A promotional discount, coupon, or loyalty reward was applied to the original order. In such cases, the refund will be calculated based on the actual amount paid rather than the full menu price.
• Delivery fees are non-refundable unless the entire order was undelivered or incorrect due to our error.

The amount of any partial refund will be determined by our team at the time of the review, based on the specific nature and extent of the issue reported.

8. Exchange Policy

In many cases where a food item is incorrect or unsatisfactory, we may offer an exchange or replacement as an alternative to a monetary refund. Exchanges are subject to the following conditions:

• The replacement item must be of equal or lesser value to the original item ordered, unless you agree to pay the difference.
• Exchanges are only available for dine-in or pickup orders where the customer is present or can return to our location within a reasonable time.
• For delivery orders, we may arrange to send a replacement with your next order at no additional cost, depending on availability and delivery logistics.
• Exchanges are not available for items that have been consumed or that the customer simply does not prefer.
• We reserve the right to offer a store credit in lieu of an exchange if a direct replacement is not feasible at the time of the request.

9. Cancellation Policy

We understand that plans can change. The following cancellation terms apply to orders placed with Marcos Cafe:

9.1 Standard Food Orders (Online / Phone)

• Cancellations must be made within 5 minutes of placing the order, before food preparation has begun.
• Once our kitchen has started preparing your order, cancellations may not be accepted, and a refund may not be issued.
• If you need to cancel, please contact us immediately at [email protected] or via the website at marcos-cafe.click.

9.2 Catering and Large Group Orders

• Cancellation more than 72 hours before the event: Full refund issued, minus any non-recoverable ingredient or preparation costs already incurred.
• Cancellation 24–72 hours before the event: 50% refund of the total order value. The remaining 50% will be retained to cover preparation costs.
• Cancellation less than 24 hours before the event: No refund will be issued. The full deposit and any amounts already paid will be forfeited.
• In the event that Marcos Cafe must cancel a catering order due to unforeseen circumstances on our end (e.g., equipment failure, staff emergency), a full refund will be issued promptly.

9.3 Scheduled Delivery Orders

• Scheduled delivery orders may be cancelled up to 1 hour before the scheduled delivery time for a full refund.
• Cancellations within 1 hour of the scheduled delivery time may be subject to a partial charge to cover preparation costs already incurred.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Marcos Cafe provides the following dispute resolution process to ensure a fair outcome for all parties involved:

10.1 Internal Escalation

If your initial refund request has been denied or you believe the resolution offered was insufficient, you may request a formal review by contacting us at [email protected] with the subject line "Refund Dispute – [Your Order Number]". Please include all relevant documentation, including your original refund request, any previous correspondence, and any supporting evidence.

Our management team will review your case within 3–5 business days and provide a final written decision.

10.2 Chargeback and Credit Card Disputes

Customers have the right to initiate a chargeback through their credit card issuer or bank if they believe a transaction was unauthorized or if our internal resolution process did not resolve their issue. However, we strongly encourage customers to contact us directly before initiating a chargeback, as we are committed to resolving disputes amicably.

Please note that initiating a chargeback without first contacting us may result in restrictions on your account with Marcos Cafe.

10.3 Consumer Protection Resources

As a consumer in the United States, you have rights protected under the FTC Act and other applicable federal and state laws. If you believe your consumer rights have been violated, you may contact the following resources:

• Federal Trade Commission (FTC): www.ftc.gov | 1-877-FTC-HELP (1-877-382-4357)
• Your State Attorney General's Office for state-level consumer protection assistance.
• Better Business Bureau (BBB): www.bbb.org

11. Fraud Prevention

Marcos Cafe takes fraudulent refund claims seriously. We reserve the right to refuse refund requests that we reasonably believe are made in bad faith or involve misrepresentation of facts. Customers who engage in fraudulent activity, including but not limited to fabricating order issues, submitting false photographic evidence, or filing multiple refund claims for the same order, may have their accounts suspended and may be reported to relevant authorities.

12. Policy Updates

Marcos Cafe reserves the right to modify this Refund Policy at any time. Any changes will be posted on our website at marcos-cafe.click with an updated effective date. Continued use of our services after the posting of changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically for any updates.

13. Contact Information for Refund Requests

If you have a question about a refund, need to submit a request, or wish to escalate an existing dispute, please reach out to us using the contact details below. Our team is committed to responding promptly and resolving your concern as efficiently as possible.