Refund Policy

At Marcos Pizza & Grill, customer satisfaction is at the heart of everything we do. We understand that situations arise where an order may not meet your expectations, and we are committed to addressing your concerns fairly and promptly. Please read this Refund Policy carefully to understand your rights and our obligations when it comes to refunds, exchanges, and cancellations.

1. Overview

This Refund Policy applies to all orders placed through our website (marcospizzagrill.rest), by phone, in person, or through any authorized third-party delivery platform associated with Marcos Pizza & Grill. By placing an order with us, you agree to the terms outlined in this policy. This policy is governed by applicable United States federal and state consumer protection laws, including standards set forth by the Federal Trade Commission (FTC) Act.

We reserve the right to update or modify this policy at any time. Changes will be posted on our website with an updated effective date. Continued use of our services after changes are posted constitutes your acceptance of the revised policy.

2. Eligibility Conditions for Refunds

Refund requests will be considered under 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 in your delivery or pickup.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise unacceptable in quality at the time of delivery or pickup.
• Significant Delay: Your order arrived substantially later than the estimated delivery time communicated at the time of ordering, resulting in food that is no longer suitable for consumption.
• Allergic Reactions Due to Mislabeling: If you notified us of a food allergy and the item delivered contained that allergen due to a preparation error on our part.
• Duplicate Charges: You were charged more than once for the same order due to a billing or technical error.
• Unauthorized Transaction: A charge appeared on your account that you did not authorize and was confirmed to be an error on our end.

Refunds are evaluated on a case-by-case basis. We may request supporting documentation, such as photographs of the food received, to process your claim efficiently.

3. Timeframes for Refund Requests

To ensure your refund request can be properly reviewed, all claims must be submitted within the following timeframes:

Requests submitted outside these timeframes may not be eligible for a refund. We encourage customers to inspect their orders promptly upon receipt and contact us as soon as possible if any issues are identified.

4. Non-Refundable Items and Situations

The following situations are generally not eligible for refunds:

• Change of Mind: If you simply change your mind after placing an order and the food has already been prepared or dispatched.
• Consumed Food: Refunds will not be issued for items that have been substantially consumed, except in cases of documented food quality issues.
• Customization Errors by the Customer: If the incorrect order was the result of a customization or special instruction provided by the customer that was accurately followed by our kitchen.
• Incorrect Delivery Address: If you provided an incorrect or incomplete delivery address and we were unable to deliver your order.
• Third-Party Platform Orders: Orders placed through third-party delivery apps (such as DoorDash, Uber Eats, Grubhub, etc.) are subject to those platforms' own refund policies. We encourage you to contact the relevant platform directly for such orders.
• Promotional or Discounted Items: Items purchased at a special promotional price or using discount codes may have limited refund eligibility.
• Tips and Service Charges: Tips and non-refundable service fees are not eligible for refund once an order has been placed.
• Catering Deposits: Non-refundable deposits made for catering orders are not refundable unless Marcos Pizza & Grill cancels the event.

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

To submit a refund request, please follow the steps below:

1. Step 1 – Gather Your Information: Locate your order confirmation number, the date and time of your order, and any relevant documentation such as photos of the incorrect or unsatisfactory items.
2. Step 2 – Contact Us: Reach out to our customer support team using one of the methods listed below. Provide a clear and detailed description of the issue.
   • Email: [email protected]
   • Website: marcospizzagrill.rest
3. Step 3 – Submit Supporting Evidence: Where applicable, attach photographs of your order, screenshots of the charge, or any other relevant evidence to support your claim.
4. Step 4 – Await Review: Our team will review your request and may contact you for additional information. We aim to respond to all refund inquiries within 1–3 business days.
5. Step 5 – Resolution: Once your request has been reviewed and approved, we will notify you of the outcome and process any applicable refund or credit.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on the payment method used at the time of purchase:

Please note that while we process refunds promptly on our end, the time it takes for funds to appear in your account is subject to your bank or payment provider's processing schedule, which is outside of our control.

7. Partial Refunds

In some situations, a partial refund may be offered instead of a full refund. Partial refunds may be issued under the following conditions:

• Only a portion of the order was affected (e.g., one item out of several was missing or unsatisfactory).
• The food quality issue affected only part of the meal.
• The customer has already consumed a portion of the order before reporting the issue.
• A discount, promotional offer, or coupon was applied to the original order.
• The complaint is related to a minor preparation concern that does not warrant a full refund.

The amount of any partial refund will be determined at our discretion based on the nature and extent of the issue reported. We will communicate the partial refund amount to you prior to processing.

8. Exchange Policy

In lieu of a monetary refund, Marcos Pizza & Grill may offer to replace your order or specific items under the following conditions:

• The replacement must be requested within 1 hour of receiving the original order.
• The incorrect or unsatisfactory item must not have been substantially consumed.
• Replacements are subject to availability and operating hours.
• Exchanges are available for in-store pickup or delivery orders, depending on the original order type.

If a replacement is not feasible due to timing, availability, or other circumstances, we will offer a store credit or refund as an alternative. Store credits are valid for 90 days from the date of issuance and can be applied to future orders placed through our website or in-store.

9. Cancellation Policy

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

9.1 Standard Orders

• Cancellation within 5 minutes of placing the order: Full refund issued, provided the kitchen has not yet begun preparation.
• Cancellation after 5 minutes: Once food preparation has begun, cancellations may not be accepted, or a partial refund may be offered at our discretion.
• Orders already out for delivery: Cancellations cannot be accepted once the order has been dispatched for delivery.

9.2 Catering and Large Group Orders

• More than 72 hours before the event: Full refund of amounts paid, excluding any non-refundable booking deposits.
• Between 24 and 72 hours before the event: 50% refund of the total order amount.
• Less than 24 hours before the event: No refund will be issued. The full amount will be forfeited.

To cancel a catering order, please contact us directly via email at [email protected] as soon as possible, referencing your order confirmation number.

10. Dispute Resolution Process

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

10.1 Internal Escalation

If your initial refund request was not resolved to your satisfaction, you may request an escalation by emailing [email protected] with the subject line "Refund Dispute – Escalation Request" and your original order number. A senior member of our team will review your case within 3–5 business days.

10.2 Mediation

In the event that an internal resolution cannot be reached, both parties agree to attempt to resolve the dispute through good-faith mediation before pursuing formal legal action. Either party may propose a mediator, and the costs of mediation shall be shared equally unless otherwise agreed.

10.3 Consumer Protection Resources

As a consumer in the United States, you also have the right to file a complaint with the following agencies if you believe your consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP (1-877-382-4357)
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your State Attorney General's Office
• Better Business Bureau (BBB): www.bbb.org

10.4 Chargeback Rights

Nothing in this policy limits your right to initiate a chargeback through your bank or credit card issuer as permitted under applicable law. However, we strongly encourage you to contact us first, as we are committed to resolving all legitimate issues directly and without the need for chargebacks.

11. Special Circumstances

Marcos Pizza & Grill recognizes that extraordinary circumstances may arise. In cases of natural disasters, severe weather events, major holidays, or other force majeure events that impact our operations or delivery timelines, our standard refund and cancellation policies may be adjusted. We will communicate any such changes through our website and via email to affected customers.

12. Changes to This Policy

We reserve the right to modify this Refund Policy at any time to reflect changes in our business practices, legal requirements, or for any other reason. The updated policy will be posted on our website with a revised effective date. We encourage you to review this policy periodically. Your continued use of our services after any modifications constitutes your acceptance of the updated terms.

13. Contact Information

If you have any questions, concerns, or would like to submit a refund request, please reach out to us using the contact details below. Our customer service team is here to help and will respond as quickly as possible.