Refund Policy

At Marco's Cafe, we are committed to delivering a high-quality dining and ordering experience. We understand that situations arise where a refund or order adjustment may be necessary. This Refund Policy outlines the conditions under which refunds are granted, the process for requesting them, and the applicable timelines. By placing an order through our website marcoscafe.rest or in-store, you agree to the terms described in this policy.

1. General Overview

Marco's Cafe operates as a food service business in the United States. Because food products are perishable and prepared to order, our refund policy reflects industry-standard practices while prioritizing customer satisfaction. We handle each refund request on a case-by-case basis and encourage customers to contact us as promptly as possible after an issue arises.

Our refund and cancellation practices are governed by applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act. If you are located in California, your rights may also be governed by the California Consumer Protection statutes.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• Wrong Order Received: You received an item that is different from what you ordered.
• Missing Items: One or more items from your order were not included in the delivery or pickup bag.
• Food Quality Issues: The food received was spoiled, undercooked, contaminated, or otherwise unfit for consumption.
• Significant Delivery Delay: For delivery orders, the order arrived significantly later than the estimated time provided at checkout, resulting in food that was no longer fit for consumption.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Order Never Received: Your delivery order was never delivered, and no evidence of attempted delivery exists.
• Allergen or Dietary Error: The order contained ingredients that were specifically requested to be excluded due to an allergy or dietary restriction, and this error was made on our part.

3. Timeframes for Refund Requests

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

Requests submitted outside of these timeframes may be declined. However, we reserve the right to make exceptions at our sole discretion in extenuating circumstances.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds:

• Orders that have already been consumed in full.
• Orders where the customer provided incorrect delivery address information.
• Dissatisfaction based purely on personal taste when the item was prepared as described on the menu.
• Promotional items, complimentary additions, or items provided free of charge.
• Gift cards and digital vouchers once redeemed.
• Catering deposits where preparation has already commenced (see Cancellation Policy below).
• Delivery fees charged by third-party platforms, which are subject to those platforms' own refund policies.
• Orders canceled after food preparation has begun.
• Orders where the issue was caused by a third-party delivery service and not by Marco's Cafe directly.

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

Follow the steps below to submit a refund request with Marco's Cafe:

1. Step 1 — Contact Us Promptly: Reach out to our customer support team as soon as possible after the issue occurs. You can contact us via email at [email protected] or through our website at marcoscafe.rest.
2. Step 2 — Provide Your Order Details: Include your full name, order number or receipt, date and time of the order, and the method of purchase (online, in-store, or third-party app).
3. Step 3 — Describe the Issue: Clearly explain the problem with your order. Be as specific as possible — describe the item(s) affected, the nature of the issue, and any relevant details.
4. Step 4 — Submit Supporting Evidence: Where applicable, attach photographs of the incorrect, missing, or unsatisfactory items. Photos significantly help us assess the situation and expedite your request.
5. Step 5 — Await Confirmation: Our team will acknowledge your request within 1 business day. We may follow up with additional questions before making a determination.
6. Step 6 — Resolution Provided: Once reviewed, we will notify you of our decision and, if approved, initiate the refund or provide an alternative resolution such as a replacement item or store credit.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on your payment method. Please refer to the table below:

Please note that Marco's Cafe initiates the refund on our end upon approval. The actual posting time to your account is determined by your bank or financial institution, which is outside of our control. If you do not see your refund within the stated timeframe, please contact your bank before reaching out to us.

7. Partial Refunds

In some cases, a partial refund may be more appropriate than a full refund. Partial refunds may be issued under the following conditions:

• Only certain items in a multi-item order were affected by an error or quality issue, and the remaining items were satisfactory.
• A delivery arrived late but the food was still in an acceptable condition upon arrival.
• A minor error was made in the order (e.g., a missing sauce or side item of low value).
• The customer consumed a significant portion of the order before noticing or reporting the issue.
• A catering or large order is partially canceled after some preparation has already taken place.

The amount of a partial refund will be determined by our team based on the nature and extent of the issue. We will communicate the proposed partial refund amount before processing, and you may accept the resolution or request further review.

8. Exchange Policy

Where a refund is not the most practical solution — particularly for in-store or pickup orders — Marco's Cafe may offer an exchange or replacement of the affected item(s) as an alternative resolution.

Exchanges are subject to the following conditions:

• The exchange request must be made within the same timeframes specified in Section 3 of this policy.
• The replacement item must be of equal or lesser value than the original item. If a replacement of greater value is requested, the customer will be charged the difference.
• Exchanges are only available for items that were prepared incorrectly or were missing from the order — not for personal preference changes after the order has been received.
• For delivery orders, exchanges will be handled at the discretion of management, as redelivery costs may apply.

If you prefer an exchange over a refund, please indicate this clearly when submitting your request to our team.

9. Cancellation Policy

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

9.1 Standard Online and Phone Orders

• Cancellation within 5 minutes of placing the order: Full refund issued, provided the kitchen has not yet begun preparing the order.
• Cancellation after preparation has begun: No refund will be issued. You may, however, be offered store credit at our discretion.
• For pickup orders: If you do not pick up your order within 30 minutes of the scheduled pickup time and have not contacted us, the order will be considered abandoned and no refund will be issued.

9.2 Catering and Large Group Orders

• Cancellation more than 72 hours in advance: Full refund of any deposit paid.
• Cancellation between 24 and 72 hours in advance: 50% of the deposit is refundable; the remainder covers preparation costs already incurred.
• Cancellation less than 24 hours in advance: No refund of the deposit. Any additional amounts paid beyond the deposit will be refunded in full.

10. Third-Party Delivery Platforms

If you placed your order through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please be aware that:

• The refund and cancellation policies of those platforms may apply to your order in addition to or instead of ours.
• Delivery fees, service fees, and tips charged by third-party platforms are not within Marco's Cafe's control and must be disputed directly with those platforms.
• For issues related to incorrect or missing items, you may contact either the third-party platform or Marco's Cafe directly. We will cooperate with any investigation to the best of our ability.
• Delays caused by third-party delivery drivers are outside of our control. In such cases, refund eligibility may be limited.

11. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter. Marco's Cafe is committed to resolving all customer disputes fairly and in good faith.

11.1 Internal Escalation

If your initial refund request is denied or you disagree with the resolution offered, you may request a review by a senior member of our management team. To escalate your claim:

1. Send an email to [email protected] with the subject line: "Refund Dispute — Escalation Request."
2. Include all previous correspondence, your order details, and a clear explanation of why you believe the initial decision was incorrect.
3. Our management team will review your case within 3 to 5 business days and provide a final written response.

11.2 External Options

If an internal resolution cannot be reached, you may pursue the following external avenues:

• Credit Card Chargeback: If you paid by credit or debit card, you have the right to dispute the charge with your card issuer. We ask that you attempt to resolve the matter with us first before initiating a chargeback.
• FTC Complaint: You may file a complaint with the Federal Trade Commission (FTC) at ftc.gov if you believe our practices violate federal consumer protection laws.
• State Attorney General: Depending on your state of residence, you may contact your state's Attorney General office for assistance with consumer complaints.
• Better Business Bureau (BBB): You may file a complaint through the Better Business Bureau at bbb.org.

12. Store Credit as an Alternative

In certain cases where a cash or card refund is not eligible or practical, Marco's Cafe may offer store credit as an alternative resolution. Store credit:

• Has no expiration date and can be used for any future purchase at Marco's Cafe.
• Is non-transferable and cannot be exchanged for cash.
• Will be applied to your account or provided as a digital voucher code.
• Cannot be used in conjunction with certain promotional offers (terms will be specified at the time of issuance).

13. Food Safety and Health Concerns

If you believe that consuming our food has caused or may cause a health issue, please take the following steps immediately:

• Seek appropriate medical attention as your health is the top priority.
• Preserve any remaining food, packaging, and receipts as evidence.
• Contact us immediately at [email protected] to report the concern.
• You may also report food safety concerns to your local health department or the U.S. Food and Drug Administration (FDA).

Marco's Cafe takes all food safety reports extremely seriously and will conduct a full internal review of any reported concern.

14. Policy Amendments

Marco's Cafe reserves the right to amend or update this Refund Policy at any time. Changes will be posted on our website at marcoscafe.rest with a revised effective date. Continued use of our services after any changes constitutes your acceptance of the updated policy. We encourage you to review this page periodically to stay informed.

15. Contact Information for Refund Requests

To submit a refund request, report an issue, or ask any questions related to this policy, please reach out to us using the contact details below. Our customer support team is dedicated to helping you and will respond within 1 business day.

This Refund Policy was last updated on July 16, 2026, and is effective as of that date. For any questions, please contact us at [email protected].