Refund Policy

Effective Date: March 27, 2026 | Last Updated: March 27, 2026

1. Overview

This Refund Policy ("Policy") applies to all purchases made through our website davannispizza.digital, by phone, or in person at any Davanni's location. By placing an order with Davanni's, you agree to the terms outlined in this Policy. This Policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act) and any applicable state-level food service regulations.

We understand that issues can arise with food orders, and we want to make the resolution process as straightforward and transparent as possible. Our team is dedicated to addressing your concerns promptly and fairly.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet one or more of the following conditions:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong toppings, wrong size, wrong item entirely).
• Missing Items: Part of your order was not included in your delivery or pickup bag.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise did not meet reasonable quality standards at the time of receipt.
• Allergic Reactions Due to Incorrect Preparation: If you specified a food allergy or dietary restriction at the time of ordering and the item was prepared incorrectly, you may be eligible for a refund. Please note that we cannot guarantee a completely allergen-free environment.
• Significant Delivery Delay: Your delivery order arrived more than 60 minutes beyond the originally quoted delivery time, resulting in food that is no longer suitable for consumption.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Order Not Received: Your order was never delivered and cannot be confirmed as delivered by our delivery personnel or third-party service.

Refund requests that do not fall within these eligibility conditions will be evaluated on a case-by-case basis at the sole discretion of Davanni's management.

3. Timeframes for Refund Requests

Timely reporting is essential for us to address your concern effectively. Please review the applicable timeframes below:

Requests submitted outside of these timeframes may not be honored. We encourage all customers to inspect their orders upon receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Services

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

• Orders where the customer simply changed their mind after the food was prepared.
• Food items that have been substantially consumed (more than 50% eaten) before a complaint is made, unless a quality or safety issue is discovered during consumption.
• Customized orders that were prepared exactly as requested by the customer.
• Delivery fees, where the delivery was completed as scheduled and the food was delivered correctly.
• Promotional or discounted items purchased as part of a special offer, unless the item was defective or incorrect.
• Gift cards and prepaid balances, which are non-refundable and non-transferable.
• Catering deposits for events where cancellation occurs within 48 hours of the scheduled event date.
• Service fees charged by third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub). These must be resolved directly with the respective platform.

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

To submit a refund request, please follow these steps:

1. Step 1 – Contact Us: Reach out to our customer service team as soon as you identify an issue. You can contact us via:
   • Email: [email protected]
   • Website: davannispizza.digital
2. Step 2 – Provide Order Information: When contacting us, please have the following information ready:
   • Your full name and contact information
   • Order number or confirmation number
   • Date and time of the order
   • Description of the issue
   • Photos of the item(s) in question, if applicable (strongly recommended for quality or incorrect order claims)
3. Step 3 – Review Process: Our customer service team will review your request within 1–2 business days. We may contact you for additional information or clarification during this time.
4. Step 4 – Resolution: Once your request has been reviewed and approved, we will notify you of the resolution. This may include a full refund, partial refund, store credit, or a complimentary replacement order.
5. Step 5 – Refund Issuance: Approved refunds will be processed according to the payment method used for the original transaction (see Section 6 below).

6. Refund Processing Times by Payment Method

Once a refund has been approved, please allow the following timeframes for the funds to be returned to you:

Please note that while we process refunds promptly on our end, the actual timing of when funds appear in your account may vary depending on your financial institution. Davanni's is not responsible for delays caused by banks or payment processors.

7. Partial Refunds

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

• Only a portion of your order was incorrect or missing, and the remainder of the order was received correctly.
• A food quality issue affected only one item in a multi-item order.
• The order was substantially correct but required minor modifications that were overlooked.
• A delivery delay occurred but the food was still reasonably edible upon arrival.
• The customer has already consumed a significant portion of the order before reporting an issue, but the concern is valid.

The amount of any partial refund will be determined at the discretion of Davanni's management, based on the nature and extent of the issue reported. We aim to ensure that the refund amount is fair and proportional to the inconvenience experienced.

8. Exchange Policy

In many cases, rather than issuing a monetary refund, Davanni's may offer to replace or exchange an item. Our exchange policy works as follows:

• Incorrect Item: If you received the wrong item, we will prepare the correct item and arrange for delivery or pickup at no additional charge, subject to availability and operating hours.
• Poor Quality Item: If a food item did not meet our quality standards, we may offer to remake the item and provide it at your next visit or via delivery.
• Missing Items: Missing items can be added to your next order at no additional charge, or we may issue store credit equivalent to the value of the missing item(s).

Exchanges are subject to availability. If the requested item is unavailable, we will issue a refund or store credit of equivalent value. Exchanges are typically offered for the same item originally ordered and cannot be substituted for a different item of higher value without an additional charge.

9. Cancellation Policy

We understand that plans can change. Please review our cancellation policy below:

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

• Orders may be cancelled within 5 minutes of placement for a full refund, provided preparation has not yet begun.
• Once food preparation has begun, cancellations will not be accepted, and no refund will be issued.
• To cancel an order, please contact us immediately by phone or through our website.

9.2 Catering and Large Group Orders

• Catering orders may be cancelled with a full refund if notice is given at least 72 hours before the scheduled pickup or delivery time.
• Cancellations made between 24 and 72 hours in advance will be eligible for a 50% refund or full store credit.
• Cancellations made less than 24 hours before the event are not eligible for a refund. Store credit may be offered at management's discretion.
• Deposits paid for catering orders are non-refundable if cancellation occurs within 48 hours of the scheduled event.

9.3 Online Pre-Orders and Scheduled Orders

• Pre-orders and scheduled orders may be cancelled up to 1 hour before the scheduled preparation time for a full refund.
• Cancellations received less than 1 hour before the scheduled time are subject to a cancellation fee equal to 25% of the order total, with the remainder refunded to the original payment method.

10. Dispute Resolution Process

If you are not satisfied with the resolution provided by our customer service team, or if your refund request has been denied and you believe the denial was in error, you may escalate your concern through the following steps:

1. Step 1 – Internal Escalation: Request to speak with or be contacted by a Davanni's manager or supervisor. Submit your escalation request via email to [email protected] with the subject line "Refund Dispute – Escalation Request." Include your original case number or order number.
2. Step 2 – Management Review: A senior member of our team will review your case within 3–5 business days and provide a final decision in writing.
3. Step 3 – Chargeback (Credit/Debit Card): If you paid by credit or debit card and believe you are entitled to a refund that we have not provided, you have the right to file a chargeback with your card issuer under the Fair Credit Billing Act (FCBA). We encourage customers to attempt resolution with us directly before initiating a chargeback, as this process can take longer and may result in additional complications.
4. Step 4 – Consumer Protection Agencies: If you believe your consumer rights have been violated, you may file a complaint with:
   • The Federal Trade Commission (FTC) at reportfraud.ftc.gov
   • Your state's Attorney General's Office or Consumer Protection Division
   • The Better Business Bureau (BBB) at bbb.org

11. Store Credit

In certain cases, Davanni's may offer store credit as an alternative to a monetary refund. Store credit:

• Is issued in the form of a digital credit code or in-account balance, redeemable on future orders at davannispizza.digital or at participating Davanni's locations.
• Does not expire for a period of 12 months from the date of issuance.
• Is non-transferable and has no cash value.
• Cannot be combined with certain promotional offers unless otherwise stated.

12. Policy Updates

Davanni's reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at davannispizza.digital. We encourage customers to review this Policy periodically to stay informed of any changes. Continued use of our services after any modifications constitutes your acceptance of the updated Policy.

13. Contact Us

If you have any questions, concerns, or would like to submit a refund request, please contact our customer service team using the information below:

This Refund Policy was last updated on March 27, 2026, and is effective as of that date. All rights reserved by Davanni's.