Refund Policy

Effective Date: June 19, 2026 | Last Updated: June 19, 2026

1. Introduction

Welcome to Marcos. We take great pride in the quality of the food and services we provide to our customers. We understand that situations may arise where a refund, exchange, or cancellation becomes necessary, and we are committed to handling all such requests fairly, promptly, and professionally.

This Refund Policy applies to all purchases made through our website cafemarcos.click, over the phone, or directly at our location. By placing an order or making a purchase with Marcos, you agree to the terms and conditions outlined in this policy. Please read this document carefully before completing your purchase.

This policy is governed by applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act. Customers located in California may have additional rights under the California Consumer Privacy Act (CCPA/CPRA).

2. Eligibility Conditions for Refunds

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

• The request must be submitted within the applicable timeframe specified in this policy.
• You must provide valid proof of purchase, including your order number, receipt, or confirmation email.
• The item or service in question must meet one or more of the qualifying refund conditions listed below.
• Refund requests must be made by the original purchaser or an authorized representative.

2.1 Qualifying Conditions

A refund may be granted in the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered.
• Missing Items: One or more items from your order were not included at the time of delivery or pickup.
• Food Quality Issues: The food item was spoiled, improperly prepared, contained foreign objects, or was otherwise unfit for consumption at the time of receipt.
• Allergic Reactions Due to Incorrect Preparation: If you notified us of a food allergy at the time of ordering and the allergen was included due to our error, you may be eligible for a refund.
• Significant Delay: Your order was significantly delayed beyond our communicated estimated delivery or pickup time, and you were not informed in advance.
• Order Not Received: Your order was confirmed but never delivered or made available for pickup, and the issue was not caused by an error on your part (e.g., incorrect address provided).

3. Timeframes for Refund Requests

All refund requests must be submitted within the following timeframes from the date of purchase or receipt of your order:

Requests submitted outside these timeframes may not be honored at our discretion, except where required by applicable law.

4. Non-Refundable Items and Services

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

• Food items that have been consumed in full or in significant part, without a documented quality complaint.
• Correctly prepared orders where the customer has simply changed their mind after the food has been made or delivered.
• Orders where the incorrect address or pickup location was provided by the customer, resulting in non-delivery.
• Promotional or discounted items specifically marked as non-refundable at the time of purchase.
• Gift cards and store credits.
• Customized or special-order menu items where all specifications were correctly fulfilled.
• Delivery fees, unless the order was entirely undelivered due to our fault.
• Gratuity or service charges added to an order.
• Orders canceled after preparation has already begun, except in cases of our documented error.

5. How to Request a Refund

To request a refund from Marcos, please follow the step-by-step process outlined below:

Step 1: Gather Your Information

Before contacting us, please have the following information ready:

• Your full name and contact information.
• Your order number or transaction ID.
• The date and time of your order.
• A clear description of the issue you experienced.
• Photographic evidence, if applicable (e.g., incorrect item, poor food quality, foreign objects).

Step 2: Contact Us

Submit your refund request through one of the following channels:

• Email: [email protected]
• Website: cafemarcos.click

When contacting us, please use the subject line: "Refund Request – [Your Order Number]" to help us locate your order quickly.

Step 3: Review and Assessment

Once we receive your refund request, our team will review the information provided. We may contact you to request additional details or clarification. Our goal is to respond to all refund requests within 2 business days of receipt.

Step 4: Decision Notification

We will notify you of our refund decision via the email address associated with your order. If your request is approved, we will initiate the refund process immediately. If your request is denied, we will provide a clear explanation of our reasoning.

Step 5: Refund Issuance

Approved refunds will be processed according to the payment method used at the time of purchase. Please refer to Section 6 for estimated processing times.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, your bank or financial institution may have its own processing timelines that are beyond our control. If you have not received your refund within the estimated timeframe, we recommend contacting your bank or card issuer directly.

7. Partial Refunds

In some 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 missing, while the remainder was delivered correctly.
• You partially consumed an item before identifying a quality issue that was not immediately apparent.
• A discount, coupon, or promotional credit was applied to your order at the time of purchase, and the refund will reflect the actual amount paid for the affected item(s).
• Your order included both refundable and non-refundable items, and only the eligible portion is being refunded.
• A catering or large order was partially prepared before a cancellation request was received.

The amount of any partial refund will be communicated to you clearly in our refund decision notification. We will always strive to be transparent and fair in calculating partial refund amounts.

8. Exchange Policy

In cases where a refund may not be the most practical solution — such as an incorrect item being delivered — Marcos may offer an exchange or replacement as an alternative. Our exchange policy works as follows:

• Same-Day Exchanges: If you received an incorrect item and contact us promptly (within 1 hour of receipt), we will make every effort to provide the correct item on the same day, subject to availability and operating hours.
• Item Replacement: For quality issues reported immediately, we may offer to replace the item at no additional charge as an alternative to a monetary refund.
• Customer Choice: We will always present you with the available options (exchange, replacement, store credit, or refund) and respect your preference where it is within our policy guidelines.
• Perishable Limitations: Due to the perishable nature of food, exchanges are subject to availability of ingredients and menu items at the time of the request.

9. Cancellation Policy

Marcos understands that plans can change. The following cancellation guidelines apply to different types of orders:

9.1 Standard Orders

For standard individual orders placed online or by phone:

• Cancellations must be requested before preparation begins to be eligible for a full refund.
• Once preparation has started, cancellations may not be accepted, or only a partial refund may be issued.
• To cancel, please contact us immediately at [email protected].

9.2 Pre-Orders and Catering Orders

For catering, large group orders, or pre-scheduled orders:

• Cancellations made more than 48 hours before the scheduled fulfillment time are eligible for a full refund.
• Cancellations made between 24 and 48 hours before the scheduled fulfillment time are eligible for a 50% refund or a full store credit.
• Cancellations made less than 24 hours before the scheduled fulfillment time may not be eligible for a refund, as ingredients and staffing have already been allocated.

9.3 Event Reservations and Group Bookings

For event space reservations or large group dining bookings:

• Cancellations made 72 hours or more in advance are eligible for a full refund of any deposit paid.
• Cancellations made within 48 to 72 hours of the event are eligible for a 50% refund of the deposit.
• Cancellations made less than 48 hours before the event are generally non-refundable, unless we are unable to fulfill the reservation on our end.

10. Dispute Resolution

If you are not satisfied with our refund decision or the way your request was handled, we encourage you to follow the dispute resolution process below:

10.1 Internal Escalation

As a first step, please request that your complaint be escalated to a supervisor or manager. You may do this by:

• Emailing us at [email protected] with the subject line: "Escalated Dispute – [Your Order Number]".

We will review your case at a senior level and respond within 3 business days.

10.2 External Dispute Options

If you remain unsatisfied after our internal escalation process, you have the following options:

• Credit Card Chargeback: If you paid by credit or debit card, you may contact your card issuer to dispute the charge. Please note that initiating a chargeback without first attempting resolution through our internal process may affect your ability to use our services in the future.
• PayPal Dispute: If you paid via PayPal, you may file a dispute through the PayPal Resolution Center.
• FTC Complaint: You may file a complaint with the Federal Trade Commission at www.ftc.gov if you believe our practices violate consumer protection laws.
• Better Business Bureau (BBB): You may also file a complaint through the Better Business Bureau at www.bbb.org.
• State Consumer Protection Agency: Depending on your state, you may have access to a state-level consumer protection office. California customers may contact the California Department of Consumer Affairs.

10.3 Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States. Any legal proceedings shall be conducted in the appropriate courts of jurisdiction for the business location.

11. Changes to This Refund Policy

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

If we make material changes to this policy, we will make reasonable efforts to notify you, such as by posting a notice on our website or sending an email to customers who have an account with us.

12. Contact Information for Refund Requests

If you have questions about this Refund Policy, wish to submit a refund request, or need assistance with an order issue, please contact us using the information below:

Our customer support team is available to assist you during regular business hours. We strive to respond to all inquiries within 2 business days. For urgent order issues (such as missing or incorrect items upon delivery), we recommend contacting us immediately by email for the fastest resolution.