Refund Policy

Effective Date: April 11, 2026 | Last Updated: April 11, 2026

1. Introduction

At Davanni's, we are committed to delivering fresh, high-quality food and an exceptional customer experience with every order. We understand that there may be occasions when an order does not meet your expectations, contains an error, or arrives in an unsatisfactory condition. This Refund Policy has been established to ensure that our customers are treated fairly, transparently, and consistently in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act.

This policy applies to all orders placed through our website (davannis-pizzas.rest), by phone, through third-party delivery platforms, or in person at any Davanni's location. Please note that orders placed through third-party platforms (such as DoorDash, Uber Eats, or Grubhub) may be subject to the refund policies of those respective platforms in addition to our own.

2. Eligibility Conditions for Refunds

A refund or replacement may be issued under the following qualifying circumstances:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong toppings, wrong size, wrong item).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Poor Food Quality: The food received was undercooked, overcooked, spoiled, or otherwise unfit for consumption upon delivery or pickup.
• Damaged Items: The food was damaged during preparation or delivery in a way that renders it unsatisfactory or inedible.
• Allergic or Dietary Errors: An order was prepared with ingredients that were explicitly excluded due to a disclosed allergy or dietary restriction, and documentation or a clear record of the request exists.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Order Not Delivered: Your delivery order was confirmed but never arrived, and this has been verified by our team.

To be eligible for a refund, the following general conditions must be met:

1. The refund request must be submitted within the timeframe specified in Section 3 of this policy.
2. You must provide proof of purchase, including your order number, date of purchase, and payment method used.
3. Photographic evidence of the issue (where applicable) must be provided to support your claim.
4. The issue must be reported honestly and in good faith.

3. Timeframes for Refund Requests

Due to the perishable nature of food products, refund requests must be submitted within a reasonable and timely manner. The following timeframes apply:

Requests submitted after these timeframes may not be eligible for a full refund but may be considered for a partial refund or store credit at the sole discretion of Davanni's management.

4. Non-Refundable Items and Circumstances

The following items and circumstances are generally not eligible for a refund:

• Change of Mind: Refunds will not be issued simply because you changed your mind after the order was placed and preparation has begun.
• Customer-Specified Customizations: If you requested specific customizations and the order was prepared exactly as instructed, refunds will not be granted based on dissatisfaction with your own customization choices.
• Partially Consumed Items: Refunds will not be issued for items that have been largely consumed. If a quality issue is discovered, it should be reported before the item is mostly or fully eaten.
• Delivery Delays Outside Our Control: Refunds will not be granted for delivery delays caused by factors beyond our control, including but not limited to severe weather, traffic conditions, or third-party delivery carrier delays.
• Incorrect Delivery Address: If an incorrect delivery address was provided by the customer and the order was delivered to that address, a refund will not be issued.
• Promotional or Complimentary Items: Items provided free of charge as part of a promotion or goodwill gesture are not eligible for refund.
• Gift Cards and Store Credit: Purchased gift cards and issued store credits are non-refundable and non-transferable for cash.

5. How to Request a Refund (Step-by-Step)

To initiate a refund request with Davanni's, please follow the steps outlined below:

1. Step 1 – Gather Your Information: Before contacting us, collect the following: your order number, the date and time of your order, the items you ordered, the issue you experienced, and any photographic evidence of the problem (if applicable).
2. Step 2 – Contact Us: Reach out to our customer support team through one of the following channels:
   • Email: [email protected]
   • Website: davannis-pizzas.rest
3. Step 3 – Describe the Issue: Provide a clear and detailed description of the problem you experienced. Include all relevant order details and attach any supporting photos or documentation.
4. Step 4 – Await Confirmation: Our customer service team will send you an acknowledgment of your refund request within 1–2 business days.
5. Step 5 – Review and Decision: Our team will review your claim and may follow up with additional questions if needed. A decision regarding your refund will be communicated to you within 3–5 business days of your initial request.
6. Step 6 – Refund Issued: If your refund is approved, it will be processed using the method described in Section 6 of this policy. You will receive a confirmation notification once the refund has been initiated.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds will depend on the payment method used at the time of purchase:

Please note that while Davanni's processes refunds promptly upon approval, actual fund availability depends on your financial institution. We are not responsible for delays caused by your bank or card issuer.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may be granted under the following conditions:

• Only some items in your order were incorrect, missing, or unsatisfactory, while the rest of the order was acceptable.
• A food quality issue was discovered after a portion of the item had already been consumed.
• A delivery was significantly delayed but the order was eventually received.
• An order issue was reported outside of the standard refund timeframe but is still deemed credible and valid by our team.
• A promotion or discount was applied to the order, and only the net paid amount (after discounts) qualifies for a refund on the affected items.

The amount of any partial refund will be determined at the reasonable discretion of Davanni's customer service management and will reflect the proportional value of the affected portion of the order.

8. Exchange Policy

In many cases involving incorrect or unsatisfactory food orders, Davanni's will offer to remake and re-deliver or provide a replacement item rather than issuing a monetary refund. This is our preferred resolution method as it ensures you receive the food you ordered in a timely manner.

Exchanges and remakes are subject to the following conditions:

• The request for a replacement must be made within the eligible timeframes listed in Section 3.
• The original incorrect or unsatisfactory item may be requested to be returned to our delivery driver (where feasible) or discarded at the customer's location.
• Replacement orders are subject to delivery availability and operational hours. If a replacement cannot be fulfilled, a full monetary refund will be issued instead.
• No additional delivery fees will be charged for replacement orders resulting from Davanni's error.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is structured as follows to balance customer flexibility with our operational requirements:

9.1 Online and Phone Orders

• Within 5 minutes of order placement: Full refund issued if the order has not yet entered preparation.
• After 5 minutes / Order in Preparation: Cancellations are generally not accepted once food preparation has begun. A store credit or partial refund may be offered at management's discretion.
• Order Already Out for Delivery: Cancellations cannot be processed once the order has been dispatched for delivery.

9.2 Catering and Large Group Orders

• More than 48 hours before scheduled delivery/pickup: Full refund or credit issued.
• 24–48 hours before scheduled delivery/pickup: 50% refund or full store credit issued.
• Less than 24 hours before scheduled delivery/pickup: No refund will be issued. Store credit may be considered at management's discretion.

To cancel an order, please contact us immediately by email at [email protected] or through our website at davannis-pizzas.rest with your order number and cancellation request.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request or believe your claim was not handled fairly, Davanni's provides the following dispute resolution process:

10.1 Internal Escalation

You may request that your refund dispute be escalated to a senior customer service manager or store manager. To do so, reply to your existing refund email thread or contact us at [email protected] with "DISPUTE ESCALATION" in the subject line. A manager will review your case and respond within 5 business days.

10.2 Good Faith Negotiation

Before pursuing any formal legal or regulatory remedy, we encourage customers to engage in good faith communication with our team. The majority of disputes can be resolved quickly and fairly through direct dialogue.

10.3 Consumer Protection Agencies

If a satisfactory resolution cannot be reached through internal channels, you have the right to file a complaint with applicable consumer protection authorities, including:

• Federal Trade Commission (FTC): www.ftc.gov – for federal consumer protection concerns.
• Your State Attorney General's Office: For state-level consumer protection issues.
• Better Business Bureau (BBB): www.bbb.org – for business dispute mediation services.

10.4 Chargebacks

We strongly encourage customers to contact us directly before initiating a chargeback through their bank or credit card issuer. Most issues can be resolved quickly and informally. Initiating a chargeback without first attempting to resolve the matter with Davanni's may result in restrictions on future orders. We reserve the right to contest any chargeback that we believe is not substantiated by valid grounds under this policy.

11. Policy for Third-Party Delivery Platforms

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

• Refund requests for orders placed through third-party platforms should first be directed to that platform's customer support, as they process payments on our behalf.
• Davanni's will cooperate fully with third-party platforms during any refund investigation and will provide accurate order records as requested.
• Davanni's is not responsible for delivery issues caused by third-party drivers or platform technical errors, though we will do our best to assist in resolving these matters.

12. Amendments to This Policy

Davanni's reserves the right to update, modify, or revise this Refund Policy at any time. Any changes will be posted on our website at davannis-pizzas.rest with the updated effective date. Your continued use of our services following the posting of any changes constitutes your acceptance of the revised policy. We encourage you to review this policy periodically.

13. Governing Law

This Refund Policy is governed by the laws of the United States of America and applicable state laws where Davanni's operates. Any disputes arising from or related to this policy shall be subject to the exclusive jurisdiction of the courts of competent authority in the applicable state, in accordance with the FTC Act and other applicable federal and state consumer protection statutes.

14. Contact Information for Refund Requests

If you have any questions, concerns, or wish to initiate a refund request, please contact our customer support team using the information below. We are committed to responding to all refund-related inquiries promptly and professionally.