Refund Policy

Effective Date: June 12, 2026 | Last Updated: June 12, 2026

1. Introduction

Welcome to Marcos Meals. We understand that food orders are time-sensitive and that quality matters to our customers. This Refund Policy has been created to ensure transparency and fairness in all transactions processed through our website at marcosmeals.click. By placing an order with us, you agree to the terms outlined in this policy.

We strive to prepare and deliver every order with the highest standards of quality. However, if an issue arises with your order, we want to make it right. This policy explains when and how refunds are granted, the process for requesting them, and the timeframes involved.

This policy applies to all customers in the United States and is governed by applicable federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act.

2. Eligibility Conditions for Refunds

Marcos Meals will consider refund requests under the following circumstances:

• Incorrect Order: You received items that were different from what you ordered.
• Missing Items: One or more items from your order were not delivered or included.
• Poor Food Quality: The food delivered was spoiled, undercooked, overcooked, or otherwise unfit for consumption.
• Allergic Reaction Risk: An item contained an allergen that was not disclosed in the menu description and that you specifically requested to be excluded.
• Order Not Delivered: Your order was marked as delivered but was never received, and a reasonable investigation confirms non-delivery.
• Significant Delivery Delay: Your order was delivered significantly later than the estimated delivery time, causing the food to be inedible or unacceptable.
• Duplicate Charge: You were charged more than once for the same order due to a technical or payment processing error.

To be eligible for a refund, the following general conditions must also be met:

• The refund request must be submitted within the applicable timeframe outlined in Section 3 of this policy.
• You must provide sufficient evidence to support your claim (e.g., photos of incorrect or poor-quality food).
• The order must have been placed and paid for directly through marcosmeals.click.
• The request must be made in good faith and must not constitute abuse of our refund system.

3. Timeframes for Refund Requests

Due to the perishable nature of food products, it is essential that refund requests be submitted promptly. The following timeframes apply:

Refund requests submitted outside of these timeframes may not be honored. We encourage you to contact us as soon as possible after identifying an issue with your order.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds:

• Change of Mind: Refunds will not be issued simply because you changed your mind after the order has been placed and accepted.
• Customization Errors by the Customer: If you provided incorrect customization instructions (e.g., wrong toppings, wrong portion size) when placing your order, we cannot issue a refund for those items.
• Partially Consumed Orders: If you have consumed a significant portion of your meal before reporting an issue, a refund may be denied or only a partial refund may be issued.
• Delivery Fees: Delivery fees are generally non-refundable unless the order was never delivered due to an error on our part.
• Promotional and Discounted Items: Items purchased using promotional codes or special discounts may have limited refund eligibility.
• Third-Party Platform Orders: Orders placed through third-party platforms (e.g., DoorDash, Uber Eats, Grubhub) are subject to the refund policies of those platforms. Please contact the respective platform directly for such orders.
• Gifted Meals or Gift Cards: Purchases of gift cards or gifted meals are non-refundable.

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

To request a refund, please follow these steps:

1. Step 1 – Gather Your Order Information: Locate your order confirmation email or receipt. Note your order number, date of the order, items ordered, and the total amount charged.
2. Step 2 – Document the Issue: If applicable, take clear photos or videos of the incorrect, missing, or poor-quality food. Documentation significantly helps us process your request quickly.
3. Step 3 – Contact Us: Reach out to our customer support team via email at [email protected]. Include the following in your message:
   • Your full name
   • Order number
   • Date and time of the order
   • Description of the issue
   • Photos or supporting evidence (if available)
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 – Await Confirmation: Our customer support team will acknowledge your request within 1–2 business days and may follow up for additional information.
5. Step 5 – Review and Decision: We will review your request and notify you of our decision within 3–5 business days. If approved, we will inform you of the refund method and estimated processing time.
6. Step 6 – Receive Your Refund: If your refund is approved, it will be processed according to the timelines listed in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive the funds depends on your original payment method:

Please note that while we process refunds promptly on our end, your bank or payment provider may take additional time to reflect the credit in your account. Processing times listed above begin from the date we initiate the refund.

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Marcos Meals reserves the right to issue partial refunds under the following conditions:

• Only some items in your order were incorrect or missing, and the remainder of the order was satisfactory.
• The food quality was partially acceptable — for example, one dish was unsatisfactory while others were fine.
• A significant portion of the meal was consumed before the issue was reported.
• The delivery delay affected only part of your order (e.g., a side dish arrived cold while the main course was acceptable).
• You used a promotional discount or coupon, and the refund is adjusted to reflect the discounted price paid.

The amount of a partial refund will be determined at Marcos Meals' sole discretion based on the nature and extent of the issue reported. We will always communicate clearly about the refund amount and the reason for any adjustment.

8. Exchange Policy

Due to the perishable and time-sensitive nature of food products, traditional exchanges are not always feasible. However, Marcos Meals offers the following options as alternatives to exchanges:

• Replacement Order: If your order was incorrect or of poor quality, we may offer to prepare and deliver a replacement order at no additional charge, subject to availability and operating hours.
• Store Credit: In lieu of a cash refund or replacement, we may offer store credit to your Marcos Meals account, which can be applied to a future order.
• Item Substitution: If a specific menu item is unavailable, we may offer a comparable substitute. You will always be notified before any substitution is made.

Exchanges or replacements must be requested within the same timeframes applicable to refund requests (see Section 3). We cannot guarantee replacements for all situations, but we will make every reasonable effort to resolve your issue to your satisfaction.

9. Cancellation Policy

We understand that plans change. The following cancellation policy applies to all orders placed through marcosmeals.click:

9.1 Cancellation Before Order Acceptance

If you cancel your order before it has been accepted and confirmed by our kitchen, you are entitled to a full refund of the amount paid. Cancellations must be requested immediately after placing the order by contacting us at [email protected].

9.2 Cancellation After Order Acceptance (Within 5 Minutes)

Once an order has been accepted by our kitchen, you have a short window of approximately 5 minutes to request a cancellation. If a cancellation is requested within this window, a full refund will be issued.

9.3 Cancellation After Food Preparation Has Begun

Once food preparation has begun, cancellations are generally not accepted. At this stage, the ingredients and labor costs have already been incurred. If a cancellation is approved under exceptional circumstances, a partial refund (excluding preparation costs) may be issued at our discretion.

9.4 Cancellation After Dispatch

Orders that have already been dispatched for delivery cannot be canceled. If you are unable to receive your order, please contact us, and we will do our best to assist. Refunds in this case will be evaluated on a case-by-case basis.

9.5 Marcos Meals-Initiated Cancellations

In the event that Marcos Meals must cancel your order due to ingredient unavailability, technical issues, or other operational reasons, you will receive a full refund and be notified promptly via email.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter through the following steps:

10.1 Internal Escalation

If your initial refund request is denied or you feel it was not adequately addressed, you may request an escalation to our senior customer support team. Please reply to the original email thread and indicate that you would like your case reviewed at a higher level. We will respond within 5 business days.

10.2 Formal Written Complaint

You may submit a formal written complaint to our management team via email at [email protected] with the subject line "Formal Complaint – [Your Order Number]". Our management team will review the complaint and provide a written response within 7–10 business days.

10.3 External Dispute Resolution

If your dispute cannot be resolved through our internal process, you may have the option to pursue the following external remedies:

• Credit Card Chargeback: You may contact your credit card issuer or bank to initiate a chargeback if you believe you were charged incorrectly.
• FTC Complaint: You may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov if you believe your consumer rights under the FTC Act have been violated.
• State Consumer Protection Agency: Depending on your state of residence, you may also file a complaint with your state's consumer protection office.
• Better Business Bureau (BBB): You may also file a complaint through the Better Business Bureau at www.bbb.org.

11. Abuse of the Refund Policy

Marcos Meals monitors refund requests to ensure they are submitted in good faith. We reserve the right to deny refund requests and/or suspend or terminate accounts that exhibit patterns of abuse, including but not limited to:

• Repeatedly requesting refunds without valid justification
• Submitting false or fabricated evidence to support refund claims
• Consuming the majority of a meal before claiming it was unsatisfactory
• Exploiting promotional offers in conjunction with refund requests

If we suspect refund abuse, we may require additional verification before processing any future requests.

12. Changes to This Refund Policy

Marcos Meals reserves the right to modify or update this Refund Policy at any time. Changes will be effective immediately upon posting to our website at marcosmeals.click. We recommend that you review this policy periodically to stay informed of any updates. Your continued use of our services after changes are posted constitutes your acceptance of the revised policy.

13. Contact Us

If you have questions about this Refund Policy, wish to submit a refund request, or need assistance with your order, please reach out to our customer support team using the contact information below: