Refunds & Cancellation
Last updated: July 14, 2025
At Marmara Spra, we strive to ensure every meal meets your expectations. However, if something goes wrong, this Refunds & Cancellation Policy explains how to cancel orders, request refunds, and what to expect.
1. Order Cancellations
1.1 When You Can Cancel
Delivery Orders: You may cancel only before we begin preparing your order.
Pickup Orders: You may cancel at any time prior to arriving for pickup, provided we haven’t started preparation.
1.2 How to Cancel
Via App or Website: Use the “Cancel Order” feature in the Pepper app or on our website.
By Phone: Call us directly at +34 947 641 877 or +34 640 705 024.
If your order is still eligible for cancellation, we will confirm and you will not be charged.
1.3 Cancellation Fees
No fee if you cancel before preparation begins.
Full charge may apply if preparation has started or completed.
2. Refunds
2.1 Eligibility for Refunds
We evaluate refund requests on a case-by-case basis. Common reasons include:
Incorrect Items: Missing or wrong dishes.
Damaged or Unsatisfactory Orders: Food arrives cold, spoiled, or otherwise unacceptable.
Please report any issues within 24 hours of delivery or pickup.
2.2 How to Request a Refund
Contact us by email at refunds@marmaraspra.com, by phone, or via our website’s contact form. Include:
Your name and order number
Description of the issue (photos are helpful)
Preferred resolution (replacement or refund)
2.3 Processing Time
Approved refunds will be issued to your original payment method within 5–10 business days, depending on your provider.
3. Non-Refundable Situations
Refunds are generally not available for:
Orders already prepared or delivered as requested.
Customer preferences (e.g., “I didn’t like the taste”).
Late cancellations, after preparation has begun.
4. Delivery & Pickup Issues
4.1 Delivery Delays
If your delivery is significantly late due to unforeseen circumstances (weather, traffic, high demand), you may be eligible for a partial refund or credit. Please contact us if your order arrives more than 30 minutes after the estimated delivery time.
4.2 Incorrect Delivery
Notify us immediately if you receive the wrong items. We will arrange a replacement or refund for the incorrect dishes.
4.3 Missed Pickup
If you fail to collect your order within the pickup window and we dispose of it, no refund will be issued.
5. Modifying Orders
After placing an order, changes to items, delivery address, or pickup time are not possible. To make changes, you must cancel (if allowed) and place a new order.
6. Contact Us
For questions about refunds, cancellations, or this policy, please reach out:
Marmara Spra
Calle Madrid, 25 Bajo
09003 Burgos, Spain
Email: refunds@marmaraspra.com
Phone: +34 947 641 877 / +34 640 705 024