Refund Policy

Effective Date: April 8, 2026  |  Last Updated: April 8, 2026

1. Introduction

This Refund Policy applies to all purchases made through our website (pizza-davannis.rest), by phone, or in-person at Davanni's locations. By placing an order with us, you agree to the terms outlined in this policy. We encourage you to read this document carefully so you understand your rights and our responsibilities when it comes to refunds, exchanges, and cancellations.

We take pride in delivering fresh, high-quality food to every customer. If something goes wrong with your order — whether it arrives incorrect, is missing items, or does not meet our quality standards — we want to make it right. This policy is designed to be transparent, fair, and consistent for all of our valued customers across the United States.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• Incorrect Order: You received items that do not match what was ordered (wrong toppings, wrong size, wrong menu item).
• Missing Items: Your order arrived incomplete — one or more items listed on your receipt were not included.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise did not meet acceptable quality standards.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Failed Delivery: Your delivery order never arrived and was not received by you or anyone at the designated delivery address.
• Allergic Reaction or Allergen Mislabeling: If you specifically requested the omission of an allergen and the item was prepared with that allergen included, a refund may be issued pending review.
• Technical Error: A confirmed technical error on our website or ordering platform resulted in an incorrect charge or order being placed.

Refund eligibility is subject to review and verification by our customer service team. We reserve the right to request supporting information, such as photographs of the food, your order confirmation number, or a description of the issue before processing any refund.

3. Non-Refundable Items and Situations

Not all purchases are eligible for refunds. The following situations are generally considered non-refundable:

• Change of Mind: Refunds will not be issued simply because you changed your mind after placing an order, particularly if the food has already been prepared.
• Consumed Items: If a significant portion of the food has been consumed before a complaint is raised, a refund may not be granted unless there is a clear quality or safety issue.
• Customization Dissatisfaction: If you requested specific customizations and the order was prepared exactly as requested, but you are dissatisfied with the result, this does not qualify for a refund.
• Delivery Delays Beyond Our Control: Delays caused by weather, traffic, or other external factors outside of Davanni's control that do not affect the quality of the food.
• Promotional or Discounted Items: Some limited-time promotional offers or deeply discounted items may be marked as non-refundable at the time of purchase.
• Gift Cards and Store Credit: Purchased gift cards are non-refundable and cannot be exchanged for cash.
• Late Request: Refund requests submitted beyond the eligible timeframe outlined in Section 4 of this policy.

4. Timeframes for Refund Requests

To be considered for a refund, you must contact us within the following timeframes:

Requests submitted outside of these timeframes may not be honored. We recommend contacting us as soon as possible after identifying an issue to ensure a smooth and timely resolution.

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

Follow these steps to submit a refund request with Davanni's:

1. Gather Your Information: Before reaching out, have the following ready:
   • Your full name and contact information
   • Your order confirmation number or receipt
   • The date and time the order was placed and/or received
   • A clear description of the issue
   • Photos of the food or packaging, if applicable (especially for quality or allergen issues)
2. Contact Us: Reach out to our customer service team via one of the following methods:
   • Email: [email protected]
   • Website: pizza-davannis.rest
3. Submit Your Request: Provide all relevant details in your message. Include your order number, the issue you experienced, and any supporting evidence such as photographs.
4. Receive Confirmation: Our team will acknowledge your request within 1–2 business days and may follow up with additional questions if needed.
5. Review Process: Our customer service team will review your request and determine eligibility based on this Refund Policy. We may contact you for more information during this stage.
6. Resolution: Once a decision has been made, we will notify you of the outcome via your provided email address. If approved, your refund or alternative resolution will be processed promptly.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account will vary depending on your payment method:

Please note that while we process refunds on our end promptly upon approval, the actual time for funds to appear in your account is also dependent on your bank or financial institution. Davanni's is not responsible for delays caused by your bank's internal processing timelines.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect or missing, while the rest was delivered accurately.
• A quality issue affected only one item in a multi-item order.
• A portion of the food had already been consumed before the issue was reported.
• A discount, coupon, or promotional offer was applied to the original order, and the refund reflects the actual amount paid for the affected item.
• The issue reported is deemed to be partially attributable to customer preferences rather than a preparation or delivery error.

The amount of a partial refund will be calculated based on the price of the affected item(s), including applicable taxes. Our customer service team will communicate the refund amount to you clearly before processing.

8. Exchange Policy

In many cases, Davanni's may offer a replacement or exchange as an alternative to a monetary refund. This is often the fastest way to resolve an issue, particularly for in-store orders or local delivery situations.

An exchange or replacement may be offered when:

• The wrong item was prepared and the correct item can be made fresh and delivered or made available for pickup promptly.
• A quality issue can be resolved by remaking the item.
• The customer prefers a replacement over a refund.

Exchanges are subject to availability of ingredients and menu items at the time of the request. Davanni's reserves the right to offer store credit in lieu of an exchange if the requested item is temporarily unavailable. We cannot guarantee the same-day availability of all menu items for exchange purposes.

9. Cancellation Policy

We understand that plans change. Here is our cancellation policy based on order type and status:

9.1 Online and Phone Orders

• Before Preparation Begins: If you cancel your order before it enters the preparation stage, you are entitled to a full refund. Please contact us immediately if you wish to cancel.
• After Preparation Has Begun: Once your order has entered preparation, we are unable to cancel the order. In this case, no refund will be issued for a cancellation request, though a quality complaint after receipt may still qualify for review under separate provisions of this policy.
• Delivery Orders in Transit: Orders that have already been picked up by a delivery driver cannot be cancelled.

9.2 Catering and Large Group Orders

• Cancellations for catering or large group orders must be submitted at least 48 hours in advance of the scheduled order time to receive a full refund.
• Cancellations made between 24 and 48 hours before the scheduled time may be subject to a cancellation fee of up to 25% of the total order value.
• Cancellations made within 24 hours of the scheduled catering order time may not be eligible for any refund, as ingredients and preparation would have already commenced.

9.3 In-Store Orders

In-store orders that have already been placed with a team member and are in preparation cannot be cancelled. If an issue arises with your in-store order, please speak with a manager on duty immediately for the fastest resolution.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we want to ensure you have a path to resolve your concern fairly. At Davanni's, we follow a structured dispute resolution process in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive business practices.

10.1 Internal Escalation

If your initial refund request was denied or you disagree with the resolution offered, you may request escalation to a senior member of our customer service team by emailing [email protected] with the subject line: "Refund Dispute Escalation – [Your Order Number]". Please include all prior correspondence and any new information you wish to provide.

We will respond to escalated disputes within 3–5 business days and aim to reach a fair resolution promptly.

10.2 Chargeback and Third-Party Disputes

If you choose to initiate a chargeback through your credit card provider or bank, we respectfully request that you contact us first so we can work toward a resolution directly. Chargebacks initiated without prior contact may result in a delay in resolving your issue, as the process is handled through financial institutions rather than directly with our team.

10.3 Consumer Protection Resources

As a customer in the United States, you have rights under applicable federal and state consumer protection laws. If you believe you have experienced an unfair business practice, you may contact the following:

• Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Office
• Better Business Bureau (BBB): www.bbb.org

11. Special Circumstances

Davanni's recognizes that unique situations may arise that are not explicitly covered by this Refund Policy. In such cases, our customer service team will evaluate each situation on a case-by-case basis with fairness and good faith. We are committed to resolving issues in a manner that upholds our standard of customer care.

Davanni's also reserves the right to amend or update this Refund Policy at any time. Changes will be posted on our website at pizza-davannis.rest with a revised effective date. Continued use of our services after a policy update constitutes acceptance of the revised terms.

12. Contact Information for Refund Requests

If you have a question about a refund, need to submit a refund request, or wish to escalate a dispute, please do not hesitate to contact our customer service team using the details below:

Our customer service team is available during regular business hours and strives to respond to all inquiries as quickly as possible. For the fastest resolution of food quality or order issues, we recommend contacting us on the same day the issue occurs.