Refund Policy

At Marcos, we are committed to providing our customers with the highest quality food and dining experience. We understand that sometimes situations arise where a refund or exchange may be necessary. This Refund Policy outlines the terms and conditions under which we process refunds, cancellations, and exchanges. Please read this policy carefully before placing any order or making any purchase through our website, cafemarcos.rest, or at our physical location.

By placing an order with Marcos, you acknowledge that you have read, understood, and agree to be bound by the terms of this Refund Policy. This policy is governed by the applicable consumer protection laws of the United States, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

1. Contact Information

For all refund-related inquiries, please reach out to us using the following contact details:

2. Our Commitment to Customer Satisfaction

Marcos takes pride in the quality of our food, beverages, and overall customer experience. Our team works diligently to ensure that every order meets our strict quality standards. However, we recognize that issues can occasionally occur, including incorrect orders, quality concerns, or technical problems with online orders. In such cases, we are committed to making things right for our customers in a fair and timely manner.

This Refund Policy applies to all purchases made through our website at cafemarcos.rest, through third-party delivery platforms we are partnered with (where applicable), and directly at our restaurant location. Please note that third-party delivery platforms may have their own refund and return policies that apply independently of this policy.

3. Eligibility Conditions for Refunds

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

• The refund request must be submitted within the applicable timeframe as outlined in Section 4 of this policy.
• You must be able to provide proof of purchase, such as an order confirmation number, receipt, or transaction record.
• The issue must fall within one of the qualifying reasons for a refund, including but not limited to:
  • You received an incorrect item or order that does not match what was ordered.
  • The food or beverage received was of unsatisfactory quality, including issues such as spoilage, foreign objects, or preparation errors that deviate significantly from standard expectations.
  • Your order was not delivered within a reasonable timeframe and has been confirmed as lost or undelivered.
  • A duplicate charge was applied to your payment method in error.
  • A technical error on our website resulted in an unintended or unauthorized charge.
• The item has not been substantially consumed. If a food item has been largely or fully eaten and the complaint is raised after consumption, we reserve the right to evaluate the validity of the refund request on a case-by-case basis.

4. Timeframes for Refund Requests

Refund requests must be submitted within the following timeframes to be considered eligible for processing:

Requests submitted outside of these timeframes may not be eligible for a refund. However, we encourage you to contact us regardless, as we will review late requests at our discretion and attempt to find a satisfactory resolution where possible.

5. Non-Refundable Items and Services

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

• Customized or special-request items: Food items that were prepared according to specific customer customizations (such as ingredient substitutions or dietary modifications) are non-refundable unless there is a clear error on our part.
• Promotional and discounted items: Items purchased as part of a limited-time promotion, at a discounted price, or using a promotional code may be non-refundable unless a qualifying defect is present.
• Delivery fees: Delivery charges paid at the time of ordering are non-refundable unless the order was not delivered due to an error on our part.
• Service charges and gratuities: Any applied service charges or gratuities are non-refundable.
• Digital gift cards or store credit: Once issued and activated, digital gift cards and store credit are non-refundable and cannot be exchanged for cash.
• Items reported after the applicable refund timeframe: Complaints or issues reported after the deadlines specified in Section 4 will generally not qualify for a refund.
• Change of mind: Refunds will not be issued simply because you changed your mind about your order after it has been prepared or delivered.

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

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

1. Step 1 – Contact Us Promptly
   As soon as you identify an issue with your order, contact us within the applicable timeframe. You may reach us via email at [email protected] or by visiting our location directly. Online submissions through our website at cafemarcos.rest are also accepted where available.
2. Step 2 – Provide Your Order Details
   When contacting us, please have the following information ready:
   • Your full name
   • Order confirmation number or receipt number
   • Date and time of the order
   • The specific items in question
   • A clear description of the issue
3. Step 3 – Submit Supporting Evidence (if applicable)
   If the issue relates to food quality, incorrect items, or any visible problem, we may request photographic evidence. Please be prepared to provide clear photographs of the item(s) in question. This helps us investigate the issue thoroughly and expedite your refund.
4. Step 4 – Review and Assessment
   Once we receive your request and any supporting documentation, our team will review your claim within 1 to 3 business days. We may contact you for additional information during this review period.
5. Step 5 – Refund Decision Notification
   You will be notified via email at the address provided at the time of purchase regarding the outcome of your refund request. If approved, details regarding the refund method and processing timeline will be included in this notification.
6. Step 6 – Refund Issuance
   Approved refunds will be processed according to the payment method used and within the timeframes outlined in Section 7 below.

7. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time may vary depending on the original method of payment:

Please note that while we process refunds promptly on our end, your financial institution or payment provider may have their own processing timelines that are outside of our control. If you do not see your refund within the estimated timeframe, we recommend contacting your bank or payment provider directly.

8. Partial Refunds

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

• Only a portion of your order was incorrect or unsatisfactory, while the remainder was delivered as expected and in acceptable condition.
• A food item was partially consumed before a quality issue was identified. In such cases, a partial refund may be offered at our discretion based on the extent of the issue.
• A discount, promotional offer, or coupon was applied to the original order, and the refund will be calculated based on the actual amount paid after the discount.
• There was a minor discrepancy in the order that does not warrant a full refund, such as a missing condiment or side item of nominal value.

The amount of any partial refund will be communicated to you prior to processing, and you will have the opportunity to accept or dispute the proposed partial refund amount.

9. Exchange Policy

In cases where a refund may not be the most suitable resolution, Marcos may offer an exchange or replacement as an alternative. Our exchange policy is as follows:

• Incorrect orders: If you received an item that was not what you ordered, we will offer to replace the incorrect item with the correct item at no additional charge, provided you notify us within the applicable timeframe.
• Quality issues: If a food item does not meet our quality standards, we may offer to prepare a replacement item at no charge. This option is typically available for dine-in and pickup orders.
• Delivery orders: For delivery orders where an exchange is not logistically feasible, we will offer a refund or store credit as an alternative to an exchange.
• Availability: Exchanges are subject to the availability of menu items at the time of the request. If a specific item is unavailable, we will offer a comparable alternative or a refund.

To request an exchange, please follow the same process outlined in Section 6 of this policy and indicate your preference for an exchange rather than a refund when contacting us.

10. Cancellation Policy

We understand that plans can change, and we will do our best to accommodate cancellation requests. Our cancellation policy is as follows:

10.1 Online and Phone Orders

• Orders may be cancelled within 5 minutes of placement without penalty, provided that food preparation has not yet commenced.
• Once an order has entered the preparation stage, cancellations may not be possible, and a full refund may not be available.
• If a cancellation request is received after preparation has begun but before delivery or pickup, a partial refund may be offered at our discretion.

10.2 Catering and Large Group Orders

• Catering orders and large group bookings require a minimum of 48 hours' notice for cancellation to receive a full refund.
• Cancellations made between 24 and 48 hours before the scheduled order date or event may be subject to a cancellation fee of up to 50% of the total order value.
• Cancellations made less than 24 hours before the scheduled order date or event are generally non-refundable, as ingredients and preparation resources will have already been allocated.

10.3 Reservation Cancellations

• Table reservations may be cancelled at any time without charge. We kindly ask that you notify us as soon as possible so that we may accommodate other guests.
• Prepaid reservation deposits, if applicable, are refundable if cancelled at least 24 hours in advance.

11. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Marcos provides the following dispute resolution process:

1. Step 1 – Internal Escalation
   If you disagree with the initial decision on your refund request, you may request that your case be escalated to a senior member of our management team. Please send your escalation request to [email protected] with the subject line "Refund Dispute – Escalation Request" and include your original refund request details and any additional supporting information.
2. Step 2 – Review Period
   Our management team will review escalated disputes within 5 to 7 business days. We will communicate our final internal decision to you via email.
3. Step 3 – Chargeback Rights
   If you paid by credit or debit card and remain dissatisfied after our internal review, you have the right to dispute the charge directly with your card issuer or bank. Under applicable U.S. consumer protection laws, including the Fair Credit Billing Act (FCBA), consumers have the right to dispute unauthorized or erroneous charges with their financial institution.
4. Step 4 – Consumer Protection Agencies
   You may also file a complaint with relevant consumer protection authorities, including the Federal Trade Commission (FTC) at ftc.gov/complaint or your state's Attorney General office, if you believe your consumer rights have been violated.

12. Fraudulent Refund Claims

Marcos takes fraudulent refund claims seriously. Any customer who submits a false, misleading, or fraudulent refund claim — including but not limited to fabricating evidence, misrepresenting the nature of the issue, or repeatedly abusing our refund policy — may have their account suspended and may be prohibited from placing future orders. We reserve the right to pursue appropriate legal remedies in cases of refund fraud.

13. Changes to This Refund Policy

Marcos reserves the right to update, modify, or revise this Refund Policy at any time. Any changes will be posted on our website at cafemarcos.rest with an updated effective date. We encourage customers to review this policy periodically to stay informed of any changes. Your continued use of our services following any modifications constitutes your acceptance of the revised policy.

14. Contact Us

If you have any questions, concerns, or require assistance regarding this Refund Policy or a specific refund request, please do not hesitate to contact us: