Refund Policy

At Marcos Grill, we are committed to providing our customers with high-quality food and an exceptional dining experience. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. By placing an order with us through marcosgrill.click, you agree to the terms described in this policy.

1. General Refund Philosophy

Marcos Grill takes great pride in the quality of every meal we prepare and deliver. Customer satisfaction is our top priority. We strive to resolve all concerns fairly and promptly. Because we deal in perishable food products, our refund policy is designed to balance customer satisfaction with the unique challenges associated with food service operations.

We encourage all customers to review their orders carefully before submission. Once an order has been accepted and preparation has begun, our ability to modify or cancel the order may be limited.

2. Eligibility Conditions for Refunds

A refund may be issued under the following conditions:

• 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 spoiled, contaminated, or significantly below acceptable quality standards.
• Allergic Reactions Due to Error: If you clearly specified an allergy or dietary restriction and the error was on our part, you may be eligible for a refund.
• Order Not Delivered: Your delivery order was never received and was confirmed undelivered by our delivery team or third-party delivery partner.
• Duplicate Charge: You were charged more than once for the same order due to a technical or billing error.

3. Timeframes for Refund Requests

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

Requests submitted outside these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are found.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. These include, but are not limited to:

• Orders that have been fully consumed or substantially eaten before a complaint is made.
• Changes in personal preference or taste after the order has been received.
• Items that were customized or specially prepared at your request (e.g., specific seasonings, dietary modifications not related to a confirmed error on our part).
• Promotional or discounted items offered as part of a limited-time deal, unless they fall under a qualifying refund category.
• Delivery fees charged by third-party delivery platforms (refund eligibility for these fees is subject to the respective platform's policy).
• Catering deposits that have already been used toward food preparation and procurement.
• Orders where dissatisfaction is based solely on portion size, provided portions were consistent with our standard menu descriptions.
• Gift cards or promotional credits once used or redeemed.

5. How to Request a Refund – Step-by-Step Guide

To initiate a refund request, please follow these steps carefully:

1. Step 1 – Document the Issue: Take clear photographs or video of the food, packaging, or any evidence supporting your claim. This documentation will significantly speed up the review process.
2. Step 2 – Contact Us: Reach out to our customer support team via email at [email protected] or visit our website at marcosgrill.click.
3. Step 3 – Provide Order Information: In your message, include the following details:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • Description of the issue
   • Attached photographs or evidence (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 – Wait for Confirmation: Our team will acknowledge your request within 1–2 business days and may follow up with additional questions.
5. Step 5 – Resolution: Once your request has been reviewed and approved, we will process your refund, replacement, or credit. You will receive a confirmation email once the resolution has been applied.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times may vary depending on the payment method used:

Please note that while we process refunds promptly on our end, the actual time it takes for funds to appear in your account is controlled by your financial institution or payment provider. Marcos Grill is not responsible for delays caused by banks or third-party processors.

7. Partial Refunds

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

• Only a portion of your order was affected by an error (e.g., one missing item out of a larger order).
• The food was partially consumed before the issue was discovered, making a full refund inappropriate.
• A discount or promotional code was applied to the original order, and the refund reflects the actual amount paid for the affected item.
• The item was delivered late but was still received and consumed.
• Minor quality issues that do not constitute a complete failure to meet standards.

Partial refund amounts will be calculated based on the proportional value of the affected items relative to the total order, minus any applicable delivery or service fees.

8. Exchange Policy

Where possible, Marcos Grill may offer a replacement of the same item or a comparable substitute in lieu of a cash refund. Exchanges are subject to availability and operational conditions at the time of the request.

Exchange Eligibility

• Exchanges are available for incorrect or significantly substandard items.
• The request for an exchange must be made within 2 hours of receiving the original order.
• Exchanges are subject to the same documentation requirements as refund requests.
• Replacement items are prepared and delivered at no additional charge when the exchange is approved due to an error on our part.

Exchange Limitations

• We cannot guarantee that the exact same item will be available for exchange at all times.
• Exchanges are not available for orders placed through third-party delivery platforms — customers must contact the platform directly for resolution.
• An exchange will not be provided if the original item has been largely consumed.

9. Cancellation Policy

We understand that plans change. However, because our food is freshly prepared, cancellations are time-sensitive. Please review our cancellation terms below:

9.1 Standard Orders (Online / Phone Orders)

• Orders may be cancelled within 5 minutes of placement for a full refund, provided preparation has not yet begun.
• Once preparation has begun, cancellations will not be accepted, and no refund will be issued.
• To cancel an order, contact us immediately at [email protected].

9.2 Catering and Large Group Orders

• Catering orders require a minimum 48-hour advance notice for cancellation to receive a full refund.
• Cancellations made between 24–48 hours before the scheduled event will receive a 50% refund of the total catering cost.
• Cancellations made less than 24 hours before the event are non-refundable, as food and resources have already been allocated.
• Deposits paid for catering events are non-refundable if cancellation occurs less than 48 hours before the event.

9.3 Scheduled Future Orders

• Orders scheduled for a future date may be cancelled up to 24 hours before the scheduled time for a full refund.
• Cancellations within 24 hours of the scheduled delivery or pickup time may result in a partial refund or store credit only.

10. Orders Placed Through Third-Party Platforms

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), your refund request must be handled directly through that platform's customer support. Marcos Grill does not have access to payment information for third-party transactions and cannot directly process refunds for such orders.

However, if the issue is related to food quality or preparation, we encourage you to notify us as well so we can improve our service. Contact us at [email protected] with the details.

11. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter through our dispute resolution process.

Step 1 – Internal Review

Submit a written request for reconsideration to [email protected] with the subject line "Refund Dispute – [Your Order Number]." Include any additional evidence or information not previously submitted. Our management team will review the case within 3–5 business days.

Step 2 – Escalation to Management

If the internal review does not resolve the issue to your satisfaction, you may request that your case be escalated to a senior manager. We will provide a final written decision within 7 business days of escalation.

Step 3 – External Dispute Options

If a resolution cannot be reached internally, you may pursue the following external options:

• Credit Card Chargeback: Contact your bank or credit card issuer to initiate a chargeback if you believe you were wrongly charged.
• Better Business Bureau (BBB): File a complaint with the BBB if you believe our practices are unfair or deceptive.
• Federal Trade Commission (FTC): Consumers in the United States may file complaints with the FTC at reportfraud.ftc.gov under the FTC Act, which governs consumer protection in commercial transactions.
• State Consumer Protection Office: Contact your state's consumer protection agency for assistance with unresolved commercial disputes.

12. Chargebacks and Fraudulent Claims

Marcos Grill takes fraudulent refund claims seriously. If a customer initiates a chargeback or refund request that is determined to be fraudulent or made in bad faith, we reserve the right to:

• Dispute the chargeback with the relevant financial institution using order records, delivery confirmation, and other documentation.
• Restrict or terminate the customer's account and future ordering privileges.
• Report fraudulent activity to appropriate authorities where applicable.

We maintain detailed records of all transactions, order preparation, and delivery confirmation to protect both our customers and our business.

13. Amendments to This Policy

Marcos Grill reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at marcosgrill.click. The "Last Updated" date at the top of this page will reflect any changes. We encourage customers to review this policy periodically to stay informed about our refund practices.

Continued use of our services following any updates to this policy constitutes your acceptance of the revised terms.

14. Contact Information for Refund Requests

For all refund, exchange, or cancellation inquiries, please contact our customer support team using the information below:

When reaching out, please have your order number, proof of purchase, and any supporting documentation ready to expedite the resolution process. We are here to help and will do our best to address your concerns promptly and fairly.