Refund Policy

At Marcos, we are committed to delivering high-quality food and an excellent customer experience. We understand that situations may arise where a refund or order adjustment is necessary. This Refund Policy outlines the conditions, procedures, and timeframes associated with refund and cancellation requests for orders placed through our website at pizzamarcos.digital or any other ordering channel.

Please read this policy carefully before placing an order. By completing a purchase with Marcos, you acknowledge and agree to the terms described herein.

1. General Refund Eligibility

Marcos takes pride in every order we prepare. Because our products are perishable food items made fresh upon order, refund eligibility is subject to specific conditions. We will consider refund requests under the following circumstances:

• The order received was significantly different from what was placed (wrong items, missing items).
• The food item was undercooked, spoiled, or otherwise unsafe for consumption upon delivery or pickup.
• The order was never delivered and is confirmed lost in transit (for delivery orders).
• A duplicate charge occurred on your payment method for the same order.
• A technical error on our website or ordering platform resulted in an incorrect charge.
• The order was canceled within the eligible cancellation window (see Section 8).

Refund requests that do not fall within these categories will be evaluated on a case-by-case basis at the sole discretion of Marcos management.

2. Timeframes for Refund Requests

To be eligible for a refund, your request must be submitted within the following timeframes:

Requests submitted outside of these windows may not be accepted. We encourage customers to inspect their orders immediately upon receipt and report any issues promptly.

3. Non-Refundable Items and Services

Due to the nature of the food service industry, certain items and charges are non-refundable under any circumstances:

• Consumed food items: If a food item has been partially or fully consumed, it is not eligible for a refund unless a genuine quality or safety concern is reported with photographic evidence.
• Delivery fees: Delivery charges are non-refundable once the delivery has been dispatched, except in cases where the order was never delivered.
• Service fees and platform fees: Any applicable processing or service fees are non-refundable.
• Promotional or discounted items: Items purchased under a limited-time promotion or discount may not be refundable unless the issue falls under a valid refund category.
• Custom orders: Orders with special customization (e.g., allergy-specific modifications, special ingredient requests) that were prepared as requested are non-refundable unless there is a preparation error on our part.
• Gift cards and promotional credits: These are non-refundable once issued or redeemed.

4. How to Request a Refund — Step-by-Step

If you believe you qualify for a refund, please follow the steps outlined below to initiate your request:

Step 1: Gather Your Order Information

Before contacting us, have the following information ready:

• Your full name and contact information
• Order number or confirmation number
• Date and time of the order
• Method of payment used
• Description of the issue
• Photographs or screenshots supporting your claim (if applicable)

Step 2: Contact Our Support Team

Submit your refund request through one of the following channels:

• Email: [email protected]
• Website: pizzamarcos.digital

When emailing us, use the subject line: "Refund Request – Order #[Your Order Number]" to ensure your request is processed quickly.

Step 3: Await Confirmation

Once your request is received, our team will send you a confirmation acknowledgment within 1 business day. We may request additional information or documentation to process your claim.

Step 4: Review and Decision

Our customer service team will review your request and all supporting documentation. A decision will be communicated to you within 3 business days of receiving your complete submission.

Step 5: Refund Issuance

If your refund is approved, it will be processed according to the timeframes described in Section 5 below.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on your payment method:

6. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. Conditions under which a partial refund may apply include:

• Only a portion of the order was incorrect, missing, or unsatisfactory — a refund will be issued for the affected items only.
• The food item was partially consumed before a quality issue was identified — a partial refund may be offered at our discretion.
• An order was only partially fulfilled due to ingredient unavailability that was not communicated prior to preparation.
• A discount, coupon, or promotional credit was applied to the order — the refund may reflect the amount actually charged rather than the full retail price.

The amount of any partial refund will be communicated to you before processing, and you will have the opportunity to accept or escalate the matter through our dispute resolution process (see Section 9).

7. Exchange Policy

Because our products are freshly prepared food items, traditional item exchanges are not always practical. However, we offer the following options as alternatives to a monetary refund where appropriate:

• Order Replacement: If you received the wrong item or a significantly defective product, we may offer to prepare and deliver or make available for pickup a replacement order at no additional charge, subject to availability and operating hours.
• Store Credit: In cases where a full monetary refund is not applicable, we may offer store credit equal to the value of the affected items, redeemable on a future order at pizzamarcos.digital.
• Menu Substitution: If an ordered item became unavailable after your order was confirmed, we may contact you to offer a suitable substitution of equal or greater value before preparing the order.

All exchange decisions are made in good faith and are subject to the availability of menu items and the discretion of Marcos management.

8. Cancellation Policy

We begin preparing orders shortly after they are placed to ensure timely delivery and freshness. Therefore, our cancellation window is very limited:

Online Orders

• Orders may be canceled within 5 minutes of placement for a full refund, provided preparation has not yet begun.
• After 5 minutes, we cannot guarantee cancellation and a refund may not be available.
• To cancel an order, contact us immediately at [email protected] or call us directly. Cancellation requests must be received and confirmed by our team to be valid.

Scheduled or Pre-Orders

• Scheduled or advance orders may be canceled up to 1 hour before the scheduled preparation time for a full refund.
• Cancellations made less than 1 hour before the scheduled time may be subject to a partial refund or store credit only.

Catering or Large Orders

• Catering or bulk orders must be canceled at least 24 hours in advance for a full refund.
• Cancellations made less than 24 hours before the scheduled fulfillment time will be subject to a cancellation fee of up to 50% of the total order value to cover ingredient and preparation costs.

9. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, Marcos provides the following escalation and dispute resolution options:

Step 1: Internal Escalation

If you disagree with the initial decision made by our customer service team, you may request that your case be escalated to a senior manager. To do so, reply to your original correspondence or send a new email to [email protected] with the subject line: "Refund Dispute Escalation – Order #[Your Order Number]". A senior team member will review your case and respond within 5 business days.

Step 2: Chargeback or Payment Dispute

If you believe you have been wrongfully charged and our internal resolution process has not resolved your concern, you have the right to dispute the charge directly with your bank or payment provider. Under the Fair Credit Billing Act (FCBA) and applicable regulations, consumers in the United States are entitled to dispute unauthorized or erroneous charges on their credit and debit cards. Please note that initiating a chargeback while an internal dispute is still being reviewed may delay resolution.

Step 3: Consumer Protection Agencies

Customers in the United States may also file a complaint with the following organizations if they believe their consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General office or consumer protection division

Governing Law

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States and applicable state laws. For customers in California, additional rights may apply under the California Consumer Privacy Act (CCPA/CPRA) and the California Consumer Legal Remedies Act.

10. Consumer Rights Under U.S. Law

As a consumer in the United States, you are entitled to certain protections under federal and state consumer protection laws. The FTC Act prohibits unfair or deceptive practices in commerce. Marcos is committed to full compliance with all applicable consumer protection laws and to treating every customer fairly and transparently.

Nothing in this Refund Policy limits or waives your statutory rights as a consumer under applicable federal or state law.

11. Modifications to This Policy

Marcos reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at pizzamarcos.digital with a revised effective date. We encourage you to review this policy periodically. Continued use of our services following any update constitutes your acceptance of the revised policy.

12. Contact Information for Refund Requests

For all refund requests, order issues, or questions related to this policy, please contact our customer support team using the information below:

Our customer support team is available during regular business hours. We strive to respond to all inquiries within 1 business day. For the fastest resolution, please include your order number and a detailed description of your issue when contacting us.