Refund Policy

At Marcos Pizza & Grill, customer satisfaction is at the heart of everything we do. We understand that issues can occasionally arise with food orders, and we are committed to resolving them fairly and promptly. Please read this Refund Policy carefully to understand your rights and our procedures regarding refunds, cancellations, and exchanges.

This policy applies to all orders placed through our website marcospizzagrill.digital, by phone, or in person at our establishment. By placing an order with us, you agree to the terms outlined in this Refund Policy.

1. Our Commitment to Quality

Marcos Pizza & Grill takes pride in delivering fresh, high-quality food prepared with care. Every order is made to meet our standards of taste, presentation, and food safety. In the event that your order does not meet these standards, we encourage you to contact us immediately so we can make it right.

We operate in accordance with applicable United States consumer protection laws, including standards enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as applicable state food service regulations.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• ✔ Incorrect Order: You received an item or items that differ from what you ordered.
• ✔ Missing Items: One or more items from your order were missing upon delivery or pickup.
• ✔ Food Quality Issues: The food delivered was spoiled, undercooked, overcooked, or otherwise unfit for consumption.
• ✔ Allergic Reactions Due to Our Error: If you specified a food allergy or dietary restriction and the order was prepared incorrectly, resulting in harm or an allergic response.
• ✔ Order Not Delivered: Your delivery order was confirmed but never arrived, and the issue is confirmed to be on our end or our delivery partner's end.
• ✔ Significant Delay: Your order was delayed by an unreasonable amount of time beyond the estimated delivery or pickup time quoted at the time of order.
• ✔ Duplicate Charges: Your payment method was charged more than once for the same order.

3. Timeframes for Refund Requests

To ensure timely resolution, all refund requests must be submitted within the following timeframes:

Requests submitted after these deadlines may not be eligible for a refund. We strongly encourage customers to inspect their orders promptly upon receipt.

4. Non-Refundable Items and Situations

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

• Orders that have been partially or fully consumed without a legitimate quality complaint being raised at the time of consumption.
• Requests for refunds based solely on a change of mind after the order has been prepared or delivered.
• Food items that were customized at your request and prepared correctly according to your specifications.
• Dissatisfaction due to personal taste preferences that are not related to a preparation error or quality defect.
• Orders affected by circumstances beyond our control, such as severe weather, traffic delays, or acts of God, once the order has left our premises.
• Delivery fees and service charges are non-refundable unless the issue is directly caused by Marcos Pizza & Grill or our delivery partner.
• Promotional or discounted items purchased as part of a limited-time offer (unless the item itself is defective or incorrect).
• Gift cards or store credit purchased through our website or in-store.

5. How to Request a Refund — Step-by-Step

We have made the refund request process as simple and straightforward as possible. Please follow these steps:

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on your original payment method:

7. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only certain items in a multi-item order were incorrect, missing, or unsatisfactory.
• The food quality issue affected part of the order but not the entire meal.
• A significant delay impacted your experience, but the order was ultimately delivered and acceptable in quality.
• You consumed a portion of the meal before raising a quality concern.
• Promotional discounts applied to your order affect the refundable amount.

The amount of any partial refund will be determined at the discretion of Marcos Pizza & Grill management and will be communicated to you clearly before processing.

8. Exchange Policy

In many cases, we prefer to offer a replacement rather than a refund, as this allows us to resolve your issue more quickly and ensure you enjoy your meal. Exchanges are subject to the following conditions:

• Replacement orders will be prepared and delivered or made available for pickup within a reasonable timeframe.
• Exchanges are available for incorrect or defective items, subject to availability at the time of the request.
• If the original item is unavailable, we will offer an equivalent substitute or process a refund.
• Replacement orders are offered at no additional charge when the original error or quality issue is confirmed to be on our part.
• Exchanges cannot be combined with additional discount offers or promotions.

To request an exchange, please contact us using the same process outlined in Section 5 of this policy and clearly state that you prefer a replacement over a monetary refund.

9. Cancellation Policy

We begin preparing your order very shortly after it is received. As a result, cancellation windows are limited. Please review the following cancellation terms:

9.1 Online and Phone Orders

• Orders may be cancelled within 5 minutes of being placed, provided preparation has not yet begun.
• After 5 minutes, or once preparation has started, cancellations may not be possible, and a refund may not be available.
• To cancel an order, contact us immediately by phone or email with your order number.

9.2 Advance and Pre-Orders

• Orders placed in advance (catering orders, large party orders, scheduled deliveries) may be cancelled up to 24 hours before the scheduled preparation or delivery time for a full refund.
• Cancellations made within 24 hours of the scheduled time may be subject to a cancellation fee of up to 50% of the order total to cover preparation costs already incurred.
• Cancellations made less than 2 hours before the scheduled time may not be eligible for any refund.

9.3 In-Store Orders

• In-store orders cannot be cancelled once they have been submitted to the kitchen.
• If an error occurs with an in-store order, please notify a staff member immediately for resolution.

10. Dispute Resolution Process

We hope to resolve all refund requests amicably and efficiently. If you are not satisfied with the outcome of your refund request, the following dispute resolution process applies:

10.1 Internal Escalation

If your initial refund request was denied or the resolution offered was unsatisfactory, you may escalate your complaint to a senior member of our management team. To do so, reply to your original correspondence and clearly state that you wish to escalate the matter, along with the reasons for your dissatisfaction.

10.2 Chargeback Rights

As a consumer in the United States, you retain the right to dispute charges with your credit card issuer or bank through the chargeback process. This right is protected under the Fair Credit Billing Act (FCBA) for credit card transactions and, in certain cases, under the Electronic Fund Transfer Act (EFTA) for debit card transactions. We encourage you to attempt to resolve the issue with us directly before initiating a chargeback, but we acknowledge your legal right to do so.

10.3 Consumer Protection Resources

Customers in the United States may also seek assistance through the following bodies if a dispute cannot be resolved directly with us:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General's Consumer Protection Office
• The Better Business Bureau (BBB): www.bbb.org

10.4 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 Pizza & Grill operates. Any legal disputes not resolved through the above channels shall be subject to binding arbitration or litigation in the appropriate jurisdiction.

11. Store Credit as an Alternative

Where a monetary refund is not available or appropriate, Marcos Pizza & Grill may offer store credit as an alternative remedy. Store credit:

• Is issued in the amount equivalent to the refundable portion of your order.
• Can be applied to any future order placed at Marcos Pizza & Grill.
• Is valid for 12 months from the date of issuance.
• Is non-transferable and has no cash value.
• Cannot be combined with other promotional offers unless explicitly stated.

12. Food Allergy and Safety Disclaimer

Marcos Pizza & Grill takes food allergies seriously. If you have a known food allergy or dietary restriction, it is your responsibility to clearly communicate this at the time of ordering. While we make every effort to accommodate dietary needs, our kitchen handles common allergens including but not limited to gluten, dairy, nuts, eggs, and shellfish. We cannot guarantee a completely allergen-free environment.

If you experience an adverse reaction to food you believe was prepared incorrectly in relation to a stated allergy, please seek medical attention immediately, then contact us so we can review and address the matter appropriately. Refund eligibility in allergy-related cases will be assessed on a case-by-case basis.

13. Changes to This Refund Policy

Marcos Pizza & Grill reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at marcospizzagrill.digital with an updated effective date. We encourage you to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the revised policy.

14. Contact Information for Refund Requests

For all refund requests, questions about this policy, or concerns regarding your order, please contact us using the details below. Our customer service team is dedicated to resolving your issue as quickly as possible.

This Refund Policy was last updated on June 26, 2026. If you have any questions about this policy, do not hesitate to contact us at [email protected].