Refund Policy

At Davanni's, we are committed to delivering high-quality food and an excellent customer experience. We understand that sometimes orders may not meet your expectations, and we have established this Refund Policy to address such situations fairly and transparently. Please read this policy carefully before placing an order.

1. Overview

This Refund Policy applies to all purchases made through our website at davannispizza.rest, by phone, or in person at any Davanni's location. By placing an order with us, you agree to the terms outlined in this policy. We reserve the right to update this policy at any time, and any changes will be reflected on this page with an updated effective date.

As a food service business operating in the United States, our refund practices are guided by applicable federal consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as any applicable state consumer protection statutes.

2. Refund Eligibility Conditions

We want every customer to be satisfied with their Davanni's experience. Refunds may be issued under the following conditions:

• Incorrect Order: You received items that differ from what you ordered (wrong pizza, wrong toppings, wrong size, etc.).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise not prepared to an acceptable standard.
• Damaged or Tampered Items: The packaging was damaged during delivery in a way that affected the quality or safety of the food.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Order Never Received: A delivery order was confirmed but never arrived within a reasonable time window.
• Allergic Reactions Due to Incorrect Ingredients: If you specified an allergy or dietary restriction that was not honored, resulting in incorrect ingredients being included.

3. Timeframes for Refund Requests

To ensure your refund request is properly handled, please contact us within the following timeframes:

Refund requests submitted outside of these timeframes may not be honored. We encourage you to inspect your order upon receipt and contact us promptly if there is an issue.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds:

• Orders where the customer simply changed their mind after preparation has begun.
• Customized items made exactly according to the customer's specific instructions, where there is no error on our part.
• Gift cards and promotional vouchers once they have been redeemed or used.
• Delivery fees, where delivery was completed successfully and on time.
• Tips or gratuities added to the order.
• Orders reported as missing or incorrect without providing reasonable supporting information.
• Discounts, coupons, or promotional credits that were applied to a previous transaction.
• Food that has been substantially consumed before a complaint is made (unless the quality issue was discovered during consumption).

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

Requesting a refund from Davanni's is a straightforward process. Please follow the steps below:

1. Step 1 – Gather Your Information: Before reaching out, have your order number, the date and time of your order, your contact information, and any photos of the issue ready.
2. Step 2 – Contact Us: Reach out to our customer support team via email at [email protected] or visit our website at davannispizza.rest. You may also contact us by speaking with a manager at the relevant Davanni's location.
3. Step 3 – Describe Your Issue: Clearly explain the problem with your order. Include as much detail as possible — what you ordered, what you received, and the nature of the issue. Attach photos if applicable.
4. Step 4 – Review and Confirmation: Our team will review your request and may follow up with additional questions. We aim to respond to all refund inquiries within 1–2 business days.
5. Step 5 – Resolution: Once your request is reviewed and approved, we will process your refund or offer an appropriate remedy (such as a replacement, store credit, or partial refund) depending on the circumstances.

6. Refund Processing Times by Payment Method

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

Please note that while Davanni's processes refunds promptly upon approval, the actual time for funds to appear in your account may vary depending on your bank or financial institution. We are not responsible for delays caused by third-party payment processors or banking institutions.

7. Partial Refunds

In some cases, a partial refund may be more appropriate than a full refund. Partial refunds may be issued under the following conditions:

• Only a portion of the order was incorrect or missing.
• The food was partially consumed before a quality issue was identified.
• Some items in a combined order were satisfactory while others were not.
• A delivery was partially completed or partially delayed.
• Promotional pricing or discounts were not correctly applied to only part of the order.

The amount of a partial refund will be determined by our customer service team based on the specific circumstances of each case. We will communicate the refund amount clearly before processing it.

8. Exchange Policy

In many cases, rather than issuing a cash or card refund, we may offer to replace or exchange the incorrect or unsatisfactory item. Our exchange policy works as follows:

• Incorrect Items: If you received the wrong item, we will prepare and deliver or make available the correct item at no additional charge, subject to availability.
• Quality Issues: If a food item does not meet our quality standards, we may offer to replace it with a freshly prepared version.
• Exchange vs. Refund: Customers may choose between a replacement and a refund in most cases. However, if an exchange is offered and declined without a valid reason, we may limit the refund to a store credit.
• Timeframe: Exchange requests must be made within the same timeframes specified in Section 3 above.

9. Cancellation Policy

We begin preparing your food shortly after your order is confirmed. Therefore, cancellations are subject to the following conditions:

9.1 Online and Phone Orders

• Cancelled Before Preparation Begins: If you cancel your order before our kitchen has started preparing it (typically within 5 minutes of ordering), you are entitled to a full refund.
• Cancelled After Preparation Has Begun: If the kitchen has already started preparing your order, we may not be able to issue a full refund. In these cases, a partial refund or store credit may be offered at our discretion.
• Cancelled After Delivery/Pickup: Orders cannot be cancelled once they have been delivered or picked up. Refund eligibility in this case is governed by Sections 2 and 4 of this policy.

9.2 Catering and Large Group Orders

For catering orders or large group bookings, a separate cancellation notice period may apply. Please refer to the specific terms communicated at the time of booking. Generally:

• Cancellations made more than 48 hours in advance: Full refund
• Cancellations made 24–48 hours in advance: 50% refund or full store credit
• Cancellations made less than 24 hours in advance: No refund; store credit may be considered

10. Dispute Resolution Process

If you are not satisfied with the resolution provided by our customer service team, you may escalate your concern through the following process:

1. Step 1 – Internal Escalation: Request that your refund dispute be reviewed by a senior manager or the corporate customer relations team. You can do this by sending an email to [email protected] with the subject line "Refund Dispute – Escalation Request."
2. Step 2 – Written Response: We will provide a written response to your escalated dispute within 5 business days, detailing our findings and any revised resolution.
3. Step 3 – Chargeback (Credit/Debit Card): If you paid by credit or debit card and are dissatisfied with our response, you have the right to contact your card issuer to initiate a chargeback. We encourage you to exhaust our internal process first, as chargebacks can take significantly longer to resolve.
4. Step 4 – Consumer Protection Resources: Customers in the United States may also contact the Federal Trade Commission (FTC) at www.ftc.gov or their state attorney general's office for guidance on consumer protection rights. Residents of California may additionally reference their rights under the California Consumer Privacy Act (CCPA/CPRA) for data-related concerns.
5. Step 5 – Third-Party Mediation: In rare cases where disputes cannot be resolved internally, we may agree to engage a neutral third-party mediator to facilitate a fair resolution.

11. Fraudulent Refund Requests

Davanni's takes fraudulent refund requests seriously. Any customer found to be submitting false, misleading, or repeated fraudulent refund claims may have their account suspended, be refused future service, or be reported to relevant authorities. We reserve the right to take legal action in cases of proven refund fraud.

12. Third-Party Delivery Platforms

If you placed your order through a third-party delivery service (such as DoorDash, Grubhub, Uber Eats, or a similar platform), the refund process may be governed by that platform's own refund and cancellation policies. We encourage you to review the relevant platform's policies. Davanni's will cooperate with third-party platforms to resolve issues related to orders originating from our restaurant, but we may not have direct control over refunds processed through those platforms.

13. Contact Information for Refund Requests

For all refund-related inquiries, please reach out to us using the contact details below. Our customer service team is ready to assist you.

14. Policy Updates

Davanni's reserves the right to modify this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. Continued use of our services following any changes constitutes your acceptance of the revised policy. We encourage you to review this policy periodically.