Refund Policy

Effective Date: July 5, 2026 | Last Updated: July 5, 2026

1. Introduction

At Marco's Cafe, customer satisfaction is at the heart of everything we do. We take great pride in the quality of our food, beverages, and service. We understand that there may be occasions when an order does not meet your expectations, and we are committed to resolving any issues in a fair, timely, and transparent manner.

This Refund Policy has been established in accordance with applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (15 U.S.C. § 41 et seq.) and applicable state-level consumer protection statutes. This policy applies to all customers who place orders online through our website at marcoscafe.click, via phone, or in person at our establishment.

Please review this document carefully. If you have any questions or concerns about our refund process, do not hesitate to contact us using the information provided at the end of this policy.

2. Eligibility Conditions for Refunds

Refunds at Marco's Cafe are available under specific circumstances. To be eligible for a refund, one or more of the following conditions must be met:

• Incorrect Order: You received an item or items that differ from what was ordered (e.g., wrong dish, incorrect size, wrong toppings, or allergen-related substitutions made without consent).
• Quality Issues: The food or beverage delivered or served was of unsatisfactory quality, including but not limited to items that were undercooked, overcooked, spoiled, contaminated, or otherwise unfit for consumption.
• Missing Items: One or more items included in your order confirmation were not included in your delivery or pickup bag.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Order Not Delivered: For delivery orders, your food was not delivered within a reasonable timeframe and was not received at all.
• Allergen Concerns: An item was prepared with an allergen that you clearly specified should be excluded, and this resulted in a health concern or made the item inedible for you.

Refunds will not be issued based solely on personal preference (e.g., you changed your mind about a dish after ordering), or dissatisfaction that does not fall within the above-listed conditions.

3. Timeframes for Refund Requests

Time is an important factor in our ability to investigate and process refund requests related to food quality. The following timeframes apply:

Requests submitted outside of these timeframes may be reviewed on a case-by-case basis at the sole discretion of Marco's Cafe management. We strongly encourage customers to contact us as soon as possible after identifying an issue with their order.

4. Non-Refundable Items and Services

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

• Food items that have been substantially consumed (more than half eaten) prior to a complaint being raised without prior communication
• Beverage items that have been fully consumed
• Orders placed incorrectly by the customer (e.g., wrong item selected during online ordering) where the order was prepared and delivered as requested
• Dissatisfaction based solely on personal taste preferences when the item was prepared accurately according to menu specifications
• Promotional, discounted, or complimentary items provided as part of a special offer
• Gift cards and store credit (these are non-refundable once issued)
• Delivery fees charged by third-party delivery platforms (these must be disputed directly with the respective platform)
• Gratuity and service charges added to orders
• Refund requests submitted after the applicable timeframe without prior written authorization from Marco's Cafe

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

We have designed our refund request process to be as simple and straightforward as possible. Please follow these steps:

1. Step 1 — Contact Us Promptly: Reach out to Marco's Cafe within the applicable refund request window (see Section 3). You can contact us via email at [email protected] or through our website at marcoscafe.click.
2. Step 2 — Provide Order Details: When contacting us, please have the following information ready:
   • Your full name
   • Order number or receipt number
   • Date and time of your order
   • The item(s) in question
   • A clear description of the issue
   • Photographs of the item(s) if the issue relates to quality, incorrect preparation, or missing items (photos are strongly recommended and may be required)
3. Step 3 — Review and Acknowledgment: Once we receive your request, a member of our team will acknowledge receipt within 24 business hours. We may ask for additional information or clarification if needed.
4. Step 4 — Investigation: Our team will review your claim, including order records, kitchen logs, and any photographic evidence provided. This process typically takes 1 to 3 business days.
5. Step 5 — Decision Notification: You will be notified by email or phone of our decision. If your refund request is approved, we will inform you of the refund amount and the method by which it will be processed. If the request is denied, we will provide a clear explanation.
6. Step 6 — Refund Issued: Approved refunds will be processed according to the payment method used and the applicable processing timeframes outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved by Marco's Cafe, the time required for the funds to appear in your account will depend on the original payment method used:

7. Partial Refunds

In certain situations, a partial refund may be granted rather than a full refund. Partial refunds may apply in the following circumstances:

• Only one item in a multi-item order was incorrect, missing, or of unsatisfactory quality
• An item was received but was partially incorrect (e.g., missing a topping or side item)
• The customer consumed a portion of an item before identifying the issue, and the remaining portion is verifiably problematic
• A discount or promotional offer was applied to the original order that affects the refundable amount
• The order was partially fulfilled correctly, with only certain components requiring compensation

The amount of a partial refund will be calculated based on the value of the specific item(s) affected, minus any applicable discounts or promotions already applied to those items. Marco's Cafe reserves the right to offer store credit in lieu of a monetary partial refund in certain cases.

8. Exchange Policy

Due to the perishable nature of food and beverages, Marco's Cafe operates under a limited exchange policy. Exchanges are handled as follows:

• Incorrect Items (Dine-In): If you received the wrong item while dining at our establishment, please notify your server or a manager immediately. We will replace the item at no additional charge, subject to availability.
• Incorrect Items (Takeout/Delivery): If you received an incorrect item in a takeout or delivery order, please contact us within the applicable timeframe (see Section 3). Depending on the circumstances, we may offer to replace the item on your next visit or order, or issue a refund for the affected item.
• Food Safety Issues (Dine-In): If a quality or food safety concern is raised while you are still at our establishment, we will replace the item immediately at no charge.

Please note that exchanges are subject to item availability at the time of the request. We cannot guarantee the availability of specific menu items for replacement purposes, particularly for seasonal or limited-time offerings.

9. Cancellation Policy

Cancellations are time-sensitive due to the nature of food preparation. The following cancellation terms apply:

9.1 Standard Online / Phone Orders

Orders that have not yet entered the preparation stage may be cancelled for a full refund. Once an order has been confirmed as "In Preparation" or "Being Made," cancellations may not be accepted, and a refund will not be issued. Please contact us immediately at [email protected] if you need to cancel an order.

9.2 Advance Orders and Catering Orders

• Cancellation 48+ hours before scheduled time: Full refund issued.
• Cancellation 24–48 hours before scheduled time: 50% refund issued; the remaining 50% will be retained to cover preparation costs.
• Cancellation less than 24 hours before scheduled time: No refund will be issued, as ingredients and resources will have already been allocated for your order.

9.3 Delivery Orders

For delivery orders placed through our website or third-party platforms, cancellation must be requested before the order is dispatched for delivery. Once a delivery driver has picked up your order, cancellations cannot be accepted. For third-party platform orders, cancellation terms are governed by the respective platform's policies.

10. Dispute Resolution Process

If you are dissatisfied with our decision regarding your refund or cancellation request, we encourage you to pursue the following dispute resolution steps before seeking external remedies:

1. Step 1 — Internal Escalation: Submit a formal written dispute to Marco's Cafe management via email at [email protected], clearly describing the nature of the dispute, the order details, and the resolution you are seeking. Our management team will review the matter and respond within 5 business days.
2. Step 2 — Informal Mediation: If the matter is not resolved through Step 1, both parties agree to attempt resolution through informal mediation before pursuing formal legal action. This process involves good-faith communications aimed at reaching a mutually acceptable resolution.
3. Step 3 — Consumer Protection Resources: If internal resolution efforts fail, customers in the United States have the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov, or with the consumer protection agency in their state of residence.
4. Step 4 — Chargeback Rights: Customers retain the right to dispute charges with their credit card issuer or bank in accordance with applicable federal and state law, including the Fair Credit Billing Act (15 U.S.C. § 1666 et seq.). We ask that customers contact us first before initiating a chargeback, as most issues can be resolved quickly and amicably directly with our team.

Marco's Cafe is committed to fair and transparent dealings. We will always make every reasonable effort to resolve disputes quickly and in a manner that is fair to both the customer and our business.

11. Special Circumstances and Discretionary Refunds

Marco's Cafe recognizes that not every situation fits neatly within the categories described above. In cases involving exceptional circumstances — such as documented medical reactions, verifiable service failures, or extreme weather-related delivery issues — our management team may, at its sole discretion, issue refunds or store credits on a case-by-case basis even if the standard eligibility criteria are not met.

Such discretionary refunds do not constitute a waiver of our standard policy terms and are not precedent-setting for future requests.

12. Third-Party Delivery Platforms

If you placed your order through a third-party delivery service such as DoorDash, Uber Eats, Grubhub, or similar platforms, please note the following:

• Refund requests for orders placed through third-party platforms must be submitted directly to that platform, as payment is processed through their system.
• Marco's Cafe does not have the ability to issue refunds directly for orders fulfilled through third-party apps.
• Each third-party platform has its own refund and dispute resolution process, which will govern your claim.
• While we cannot issue refunds for third-party platform orders, we encourage you to still notify us of any quality issues so we can maintain our standards.

13. Policy Updates

Marco's Cafe reserves the right to update, modify, or revise this Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting to our website at marcoscafe.click. The "Last Updated" date at the top of this page will reflect when the most recent changes were made. We encourage customers to review this policy periodically to stay informed of any updates.

Your continued use of our services or submission of orders after a policy update constitutes your acceptance of the revised terms.

14. Contact Information for Refund Requests

For all refund inquiries, cancellation requests, and order-related concerns, please contact us through any of the following channels: