Refund Policy

Effective Date: June 14, 2026

1. Introduction

Marcos ("we," "us," or "our") operates as a food business in the United States. We understand that issues can arise with food orders, and we strive to resolve every concern promptly, fairly, and professionally. This Refund Policy governs all purchases made through our website cafe-marcos.click or directly at our establishment.

By placing an order with Marcos, you agree to the terms outlined in this Refund Policy. We reserve the right to update this policy at any time without prior notice. The most current version will always be available on our website.

This policy has been designed in compliance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and applicable state consumer protection statutes. California residents may have additional rights under the California Consumer Privacy Act (CCPA) and the California Consumer Protection Act (CPRA).

2. Eligibility Conditions for Refunds

We want every customer to be completely satisfied with their order. Refunds may be issued under the following conditions:

• The food item(s) received were incorrect and do not match what was ordered.
• The food item(s) arrived in an unsafe, spoiled, or otherwise inedible condition.
• The order was not delivered within the estimated timeframe and you no longer wish to receive it.
• You were charged incorrectly or charged more than once for the same order.
• A promotional discount or coupon was not applied correctly at checkout.
• The food item(s) caused an allergic reaction due to undisclosed or mislabeled ingredients.
• A significant portion of your order was missing upon delivery or pickup.

To be eligible for a refund, you must meet the following general requirements:

• You must have a valid proof of purchase (order confirmation number, receipt, or email confirmation).
• The refund request must be submitted within the applicable timeframe specified in Section 3.
• You must provide sufficient evidence of the issue, such as photographs of the incorrect or damaged items.
• The claim must be submitted in good faith and not be based on personal preference or a change of mind after the food has been prepared.

3. Timeframes for Refund Requests

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

Requests submitted outside these timeframes will generally not be eligible for a refund. However, we reserve the right to make exceptions on a case-by-case basis at our sole discretion, particularly in circumstances involving health and safety concerns.

4. Non-Refundable Items and Services

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

• Change of mind: Refunds will not be issued if you simply change your mind after placing an order that has already been prepared.
• Consumed food items: If more than 50% of a food item has been consumed, it will not be eligible for a full refund (partial refund may apply — see Section 7).
• Customized orders: Food items made to order with specific customizations (special dietary requirements, specific ingredient additions/removals) are non-refundable unless there was an error on our part.
• Catering deposits: Deposits paid for catering services are non-refundable once the preparation process has begun.
• Digital gift cards or vouchers: Once redeemed, digital gift cards and vouchers are non-refundable.
• Service charges and delivery fees: Delivery fees, service charges, and gratuities are non-refundable unless the order was not delivered or an error entirely caused by Marcos occurred.
• Promotional or discounted items: Items purchased at a steep promotional discount (greater than 50% off) may not be eligible for a cash refund but may qualify for store credit.
• Orders outside our delivery zone: If you provided an incorrect delivery address that falls outside our service area, delivery fees are non-refundable.

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

To request a refund, please follow these steps carefully to ensure your request is processed as quickly as possible:

Step 1: Gather Your Information

Before contacting us, please have the following information ready:

• Your full name and contact information
• Your order confirmation number or receipt number
• The date and time of your order
• A clear description of the issue
• Photographic evidence of the problem (if applicable — e.g., incorrect items, damaged packaging, spoiled food)

Step 2: Contact Us

Submit your refund request using one of the following methods:

• Email: Send an email to [email protected] with the subject line "Refund Request – [Your Order Number]"
• Website: Visit cafe-marcos.click and use our contact form

Step 3: Await Confirmation

Once we receive your refund request, we will send you an acknowledgment email within 1–2 business days confirming that we have received your request and informing you of the next steps.

Step 4: Review and Assessment

Our customer service team will review your request, examine the evidence provided, and may reach out to you for additional information. This review process typically takes 2–5 business days.

Step 5: Refund Decision

We will notify you of our decision via email. If your refund is approved, it will be processed to your original payment method or as store credit, depending on the circumstances and your preference.

Step 6: Receive Your Refund

Once approved, refunds will be issued according to the processing times outlined in Section 6.

6. Refund Processing Times by Payment Method

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

7. Partial Refunds

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

• Partial consumption: If a food item has been partially consumed (less than 50% remaining) but a legitimate quality issue was found, a partial refund proportionate to the uneaten portion may be issued.
• Missing items in a larger order: If only a portion of a multi-item order is missing or incorrect, a refund will be issued only for the affected items, not the entire order.
• Slight quality deviation: If the quality of a food item was below our standard but still consumable (e.g., food was slightly cold upon delivery), a partial refund or store credit may be offered at our discretion.
• Late delivery: If an order arrived later than estimated but was still accepted and consumed, a partial refund of the delivery fee may be considered.
• Customer-initiated customization errors: If the order issue was partially caused by unclear or incorrect customization instructions provided by the customer, a partial refund may apply.

The exact amount of a partial refund will be determined on a case-by-case basis by our customer service team based on the circumstances and evidence provided.

8. Exchange Policy

Due to the nature of perishable food products, traditional item-for-item exchanges are generally not possible once an order has been delivered or picked up. However, Marcos offers the following alternatives:

• Order replacement: If you received the wrong item or a food item that was spoiled or inedible, we may offer to prepare and send the correct or replacement item 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 equivalent to the value of the affected item(s), which can be applied to a future order.
• In-store exchange: For in-person orders, if you bring your issue to our attention immediately at our establishment, we will do our best to replace the item on the spot.

Replacements are subject to ingredient availability and may not be possible for all menu items at all times. We will always communicate clearly if a replacement is not possible and offer an alternative resolution.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

Standard Orders

• Cancellation before preparation begins: If you cancel your order before our kitchen has begun preparing it, you are entitled to a full refund of the order total, including any delivery fees.
• Cancellation after preparation begins: Once food preparation has begun, cancellations will generally not be accepted and refunds will not be issued. This is because ingredients have already been used and labor has been expended.
• Cancellation window: You typically have a window of approximately 5–10 minutes from the time your order is confirmed to cancel it before preparation begins, depending on current kitchen workload.

Catering and Large Orders

• More than 72 hours in advance: Full refund of any amounts paid, including deposits.
• Between 48–72 hours in advance: 50% refund of the total amount paid. The deposit or remaining 50% is non-refundable.
• Less than 48 hours in advance: No refund will be issued. The full amount paid is non-refundable due to the costs incurred in food procurement and preparation.

Subscription and Meal Plan Orders

If Marcos offers subscription meal plans or recurring orders, cancellations must be submitted at least 24 hours before the next scheduled delivery or preparation date to avoid being charged for the upcoming cycle. Cancellations submitted after this deadline will take effect in the following billing cycle.

10. Dispute Resolution Process

If you are not satisfied with the resolution offered by our customer service team, you have the right to escalate your concern through the following channels:

Step 1: Internal Escalation

Request to have your case reviewed by a senior member of our management team. You can do this by replying to your refund decision email and stating that you wish to escalate the matter. We will respond within 3–5 business days with a final internal decision.

Step 2: Chargeback Through Your Financial Institution

If you paid by credit or debit card and believe you have been wrongfully charged, you have the right to initiate a chargeback through your card issuer. Please note that initiating a chargeback without first attempting to resolve the matter with us may affect your ability to use our services in the future. We recommend exhausting our internal resolution process first.

Step 3: Consumer Protection Agencies

You may file a complaint with the following agencies if you believe your 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 Department of Consumer Affairs

Step 4: Alternative Dispute Resolution (ADR)

For disputes that cannot be resolved through direct negotiation, Marcos agrees to participate in good-faith mediation through a mutually agreed-upon neutral mediator before pursuing any legal action. The costs of mediation will be shared equally between both parties unless otherwise required by law.

Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States and the applicable laws of the state in which Marcos operates. Any legal proceedings shall be conducted in the appropriate jurisdiction.

11. Special Circumstances

We recognize that extraordinary circumstances may warrant special consideration. The following situations will be evaluated on a case-by-case basis:

• Medical or health emergencies: If a food item caused a documented adverse health reaction, we take this extremely seriously. Please contact us immediately and retain all evidence, including medical records if applicable.
• Natural disasters or force majeure: In the event of a natural disaster, severe weather event, or other force majeure situation that prevents delivery or affects order quality, we will work with you to find a fair resolution.
• Technical errors: If a technical error on our website resulted in an incorrect order being placed or a duplicate charge, we will correct this promptly and issue a full refund.

12. Contact Information for Refund Requests

To submit a refund request, ask questions about this policy, or escalate a dispute, please contact us using the following information:

When contacting us, please include your order number, a clear description of the issue, and any supporting photographs or documentation to help us resolve your request as efficiently as possible.

13. Policy Updates

Marcos reserves the right to update, modify, or revise this Refund Policy at any time. Changes will be effective immediately upon posting to our website at cafe-marcos.click. We encourage you to review this policy periodically to stay informed of any updates. Continued use of our services after any changes constitutes your acceptance of the revised policy.