Refund Policy

Last Updated: June 24, 2026

1. Introduction

Marcos Pizza & Grill ("we," "us," or "our") values every customer and strives to deliver high-quality food and excellent service with every order. We understand that sometimes things do not go as planned, and we want to make the resolution process as smooth and fair as possible.

This Refund Policy applies to all food orders, whether placed online through marcospizzagrill.click, by phone, in-person, or through any third-party delivery platforms affiliated with Marcos Pizza & Grill. By placing an order with us, you agree to the terms outlined in this policy.

This policy is governed by the consumer protection laws of the United States, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as applicable state consumer protection statutes.

2. Eligibility Conditions for Refunds

We want every meal to meet your expectations. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item or order that does not match what you originally placed.
• Missing Items: One or more items from your order were not delivered or included in your pickup bag.
• Food Quality Issues: The food you received was undercooked, overcooked, spoiled, or otherwise unacceptable in quality upon delivery or pickup.
• Allergen or Dietary Concerns: The order contained ingredients not aligned with a documented special request or noted allergy accommodation that we confirmed at the time of ordering.
• Order Not Delivered: A delivery order was paid for but never arrived and could not be located after a reasonable investigation.
• Significant Delay: Your order was significantly delayed beyond the estimated delivery or pickup time, and you no longer wish to accept it, provided the order has not yet been picked up or delivered.

Refund eligibility is evaluated on a case-by-case basis. We reserve the right to request photographic evidence or additional information before approving a refund.

3. Non-Refundable Items and Situations

Certain situations and items are not eligible for a refund. These include, but are not limited to:

• Orders that have been fully consumed or largely eaten before a complaint is made.
• Dissatisfaction based solely on personal taste preferences that were not communicated at the time of ordering.
• Orders where the customer provided an incorrect delivery address, resulting in non-delivery.
• Promotional, discounted, or free items offered as part of a special offer or coupon.
• Refund requests made beyond the applicable timeframe outlined in Section 4 below.
• Orders affected by circumstances beyond our control, including extreme weather, natural disasters, or widespread service disruptions.
• Delivery fees charged by third-party delivery platforms (refunds for those fees must be requested directly from the respective platform).
• Gift cards or store credit already redeemed.

4. Timeframes for Refund Requests

To qualify for a refund, your request must be submitted within the following timeframes:

Requests submitted outside these timeframes will generally not be considered unless there are exceptional circumstances at our sole discretion. We encourage you to inspect your order promptly upon receipt.

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

To initiate a refund request, please follow these steps:

1. Step 1 – Contact Us Promptly: Reach out to us as soon as possible within the applicable timeframe. You can contact us by:
   • Email: [email protected]
   • Website: marcospizzagrill.click
2. Step 2 – Provide Your Order Details: Include the following information in your request:
   • Your full name
   • Order number or confirmation reference
   • Date and time of the order
   • Method of ordering (online, phone, in-person, third-party app)
   • A clear description of the issue
3. Step 3 – Submit Supporting Evidence (If Applicable): If your refund request is related to food quality, incorrect items, or missing items, please attach photographs of the food or packaging as received. This helps us assess the situation quickly and accurately.
4. Step 4 – Review Process: Our customer service team will review your request and may follow up with additional questions. We aim to respond to all refund requests within 1 to 3 business days.
5. Step 5 – Resolution: Once your request is reviewed and approved, we will notify you of the resolution — whether that is a full refund, partial refund, store credit, or replacement order — and process the refund accordingly.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for funds to be returned to you depends on your original payment method:

Please note that while we process refunds on our end promptly, your financial institution or payment processor may require additional time to reflect the credit in your account. Marcos Pizza & Grill is not responsible for delays caused by third-party payment processors or banks.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or of unacceptable quality, while the remainder of the order was satisfactory.
• A discount, coupon, or promotional credit was applied to the original order, and the refund is calculated based on the actual amount paid.
• The customer partially consumed the order before reporting the issue, but a legitimate concern exists for the uneaten portion.
• A delivery fee or service charge is non-refundable, and only the food item portion is eligible for a refund.

The amount of any partial refund will be determined by our customer service team based on the specific circumstances of each case and communicated to you before processing.

8. Exchange Policy

In many cases, especially for incorrect or quality-related issues with in-store or local delivery orders, we are happy to offer a replacement instead of a monetary refund. Exchanges are subject to the following conditions:

• The exchange request must be made within the applicable timeframe outlined in Section 4.
• For pickup and dine-in orders, the incorrect or unsatisfactory item should be returned to us (or made available for inspection) before a replacement is prepared.
• Exchanges are offered for the same item or an item of equal or lesser value. If a higher-value item is preferred, the difference may be charged.
• Exchanges are subject to item availability. If the originally ordered item is unavailable, a store credit or refund will be offered instead.

We believe a fresh, correct replacement is often the fastest way to resolve an issue, and we will always strive to provide this option first where logistically possible.

9. Cancellation Policy

We understand that plans can change. The following cancellation terms apply to orders placed with Marcos Pizza & Grill:

9.1 Standard Orders (Online, Phone, or Walk-In)

• Orders may be cancelled for a full refund if cancelled within 5 minutes of placement, provided food preparation has not yet begun.
• Once food preparation has started, cancellations will not be eligible for a full monetary refund. A store credit may be offered at our discretion.
• Once the order is ready for pickup or out for delivery, cancellations will not be accepted.

9.2 Catering and Large Group Orders

• Catering orders or large group orders (typically 10 or more people) require at least 48 hours' notice for cancellation to receive a full refund.
• Cancellations made between 24 and 48 hours before the scheduled order time may receive a 50% refund or full store credit.
• Cancellations made less than 24 hours before the scheduled time are not eligible for a monetary refund due to the cost of ingredients and preparation already incurred. Store credit may be offered at our discretion.

9.3 Pre-Orders and Scheduled Delivery

• Pre-orders for a future date or time may be cancelled up to 24 hours in advance for a full refund.
• Cancellations within 24 hours of the scheduled delivery or pickup time are subject to the same terms as catering cancellations above.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to escalate the matter through the following process:

10.1 Internal Escalation

Contact us directly and request that your case be reviewed by a senior member of our customer service or management team. You can do so by emailing [email protected] with the subject line "Refund Escalation – [Your Order Number]." We will respond within 3 to 5 business days with a final decision.

10.2 Chargeback and Credit Card Disputes

If you paid by credit or debit card and believe you have been improperly charged, you have the right to contact your card issuer to initiate a chargeback. However, we ask that you contact us first to attempt to resolve the issue directly, as chargebacks can be time-consuming for both parties. Marcos Pizza & Grill will cooperate fully with any legitimate chargeback investigation.

10.3 Consumer Protection Agencies

Under United States federal law, including the FTC Act (15 U.S.C. § 45), consumers have the right to report unfair or deceptive business practices to the Federal Trade Commission at ftc.gov/complaint. Depending on your state of residence, you may also file a complaint with your state's Attorney General's consumer protection division or relevant state consumer protection agency.

10.4 Third-Party Mediation

In the event that an internal resolution cannot be reached, both parties may agree to utilize a neutral third-party mediator to resolve the dispute in a fair and cost-effective manner. Marcos Pizza & Grill supports resolution without the need for formal litigation wherever possible.

11. Orders Placed Through Third-Party Platforms

If your order was placed through a third-party delivery or ordering platform (such as Grubhub, DoorDash, Uber Eats, or similar services), please be aware of the following:

• Refunds for orders placed on third-party platforms may be subject to those platforms' own refund and cancellation policies in addition to ours.
• For issues related to delivery (e.g., late delivery, missing items during delivery), we recommend contacting the third-party platform directly as they may have faster resolution processes for delivery-related concerns.
• For issues related to food quality or incorrect items prepared by Marcos Pizza & Grill, you may contact us directly at [email protected].
• We are not responsible for delivery fees charged by third-party platforms; those are the responsibility of the respective platform.

12. Food Safety and Health-Related Concerns

If you believe that food from Marcos Pizza & Grill has caused a foodborne illness or other health concern, please contact us immediately at [email protected] so we can investigate the matter seriously and promptly.

You may also report food safety concerns to your local health department or the U.S. Food and Drug Administration (FDA) at fda.gov. Your health and safety are our highest priority, and we take all such reports seriously.

13. Changes to This Refund Policy

Marcos Pizza & Grill reserves the right to update or modify this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at marcospizzagrill.click. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically to stay informed of any updates. Continued use of our services after a policy change constitutes your acceptance of the revised policy.

14. Contact Information

For all refund requests, cancellations, exchanges, or general questions regarding this policy, please contact us using the information below: