Refund Policy

At Davanni's, we are committed to providing our customers with high-quality food and an exceptional dining experience. We understand that situations may arise where a refund or exchange is necessary, and we have established this Refund Policy to ensure a fair and transparent process for all our customers. Please read this policy carefully before placing an order or making a purchase through our website at davannis.digital or at any of our locations.

By placing an order or making a purchase with Davanni's, you acknowledge that you have read, understood, and agree to be bound by the terms of this Refund Policy. If you have any questions or concerns, please contact us at [email protected] before completing your transaction.

1. Eligibility Conditions for Refunds

Davanni's strives to ensure that every order meets our high standards of quality and accuracy. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered, and the error was made on our part.
• Food Quality Issues: The food you received was spoiled, undercooked, overcooked, or otherwise did not meet reasonable quality standards at the time of delivery or pickup.
• Missing Items: One or more items included in your order were not delivered or provided at the time of pickup.
• Allergic Reactions Due to Labeling Errors: If you clearly communicated an allergy or dietary restriction and the order did not comply, resulting in a product-related issue.
• Order Cancellation: You successfully cancelled your order within the eligible cancellation window as described in Section 8 of this policy.
• Duplicate Charges: You were charged more than once for a single transaction due to a technical or billing error.

Refund eligibility is determined on a case-by-case basis. Davanni's reserves the right to request photographic evidence or other supporting documentation to evaluate a refund claim. We may also consider customer history and the nature of the complaint when making our determination.

2. Timeframes for Refund Requests

To ensure that your refund request can be properly evaluated, all claims must be submitted within the following timeframes:

Refund requests submitted outside of these windows will generally not be eligible for consideration. Davanni's encourages all customers to inspect their orders promptly upon receipt to allow for timely reporting of any issues.

3. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. Please review the following list carefully before making a purchase:

• Change of Mind: Refunds will not be issued simply because a customer changed their mind about an order after it has been prepared.
• Consumed Items: Food items that have been substantially or fully consumed are not eligible for a refund unless there is a documented quality or safety issue.
• Customized Orders: Orders that were made to your specific customization preferences (special toppings, modifications, etc.) are generally not eligible for refunds unless there was an error on Davanni's part.
• Promotional or Discounted Items: Items purchased using promotional discounts, coupons, or special offers may be subject to different return terms, and refunds may be limited to the actual amount paid.
• Gift Cards and Loyalty Credits: Gift card purchases and loyalty point credits are non-refundable and cannot be exchanged for cash.
• Catering Deposits: Deposits made for catering services are non-refundable unless cancellation occurs within the eligible window defined in our Catering Agreement.
• Delivery Fees and Service Charges: Third-party delivery fees, platform service fees, and applicable taxes are non-refundable unless the order was never delivered.
• Orders Placed Through Third-Party Platforms: If your order was placed through a third-party delivery service (such as DoorDash, Uber Eats, or Grubhub), refund requests must be directed to that platform, as Davanni's does not control those transactions.

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

To submit a refund request, please follow the steps outlined below:

1. Step 1 – Gather Your Information: Before contacting us, please have the following information ready:
   • Your full name
   • Order number or receipt number
   • Date and time of your order
   • Description of the issue
   • Photographs or supporting documentation (if applicable)
2. Step 2 – Contact Davanni's: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: davannis.digital
3. Step 3 – Submit Your Claim: Provide all requested details and attach any supporting documentation. Be as specific as possible when describing the issue to help us process your request efficiently.
4. Step 4 – Receive Confirmation: Once your refund request has been received, you will receive a confirmation acknowledgment within 1–2 business days.
5. Step 5 – Review and Decision: Our team will review your claim and may follow up with additional questions. A final decision will be communicated to you within 3–5 business days of receiving your complete request.
6. Step 6 – Refund Issuance: If your refund is approved, it will be processed using the original payment method in accordance with the processing timelines described in Section 5 of this policy.

5. 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 depend on your original payment method:

Please note that these timelines reflect the time required on Davanni's end to process the refund. Additional delays may occur depending on your financial institution or card issuer, and those delays are outside our control.

6. Partial Refunds

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

• Only some items in an order were incorrect, missing, or unsatisfactory, and the rest of the order was properly fulfilled.
• A food item was partially consumed before a quality issue was discovered, and the customer still has partial evidence of the problem.
• A promotional discount or coupon was applied to the order, and the refund is calculated based on the actual amount paid rather than the full menu price.
• Delivery fees or service charges remain non-refundable while the food items themselves are refunded.
• A catering or large group order was partially fulfilled correctly, and only specific components are in dispute.

The decision to issue a partial refund will be made at the sole discretion of Davanni's management, based on the evidence provided and the nature of the complaint. Customers will be informed of the partial refund determination and the specific amount to be refunded before processing.

7. Exchange Policy

In many cases, Davanni's prefers to resolve order issues through a replacement or exchange rather than a monetary refund, as this allows us to make things right as quickly as possible.

Exchanges are available under the following conditions:

• The incorrect item was received and a replacement of the correct item can be prepared and delivered or made available for pickup within a reasonable timeframe.
• A quality issue was identified at or near the time of receipt, and a fresh replacement can be prepared.
• The customer is able to return to the location (for in-store orders) within a reasonable time with the original item.

Exchanges are not available in the following situations:

• The item has been fully consumed.
• The request is made outside of the eligible refund/exchange window.
• The issue is due to personal preference rather than an error or quality problem.

To request an exchange, please contact us through the same channels outlined in Section 4. Customers who prefer an exchange over a refund should specify this preference when submitting their claim.

8. Cancellation Policy

We understand that plans change, and we will do our best to accommodate cancellation requests where possible. Please review the following cancellation terms:

8.1 Online and App Orders

Online orders may be cancelled within 5 minutes of being placed, provided that preparation has not yet begun. Once an order has entered the preparation stage, it cannot be cancelled, and a refund will not be issued unless there is a verifiable issue with the order upon receipt.

8.2 Phone Orders

Phone orders may be cancelled by calling us immediately after placing the order. If the order has already been prepared or is in progress, cancellation may not be possible.

8.3 Catering and Large Group Orders

Catering orders require a minimum of 48 hours' notice for cancellation to receive a full refund of any prepaid amounts (excluding non-refundable deposits). Cancellations made within 24–48 hours may receive a partial refund at our discretion. Cancellations made with less than 24 hours' notice are not eligible for a refund.

8.4 Scheduled Orders

Orders scheduled for future delivery or pickup may be cancelled up to 1 hour before the scheduled time for a full refund. Cancellations made within 1 hour of the scheduled time may not be eligible for a refund if preparation has already begun.

9. Dispute Resolution Process

If you believe your refund request was improperly denied or you are dissatisfied with the resolution offered by Davanni's, you may escalate your concern through the following process:

1. Internal Escalation: Request that your case be reviewed by a senior member of our customer service team or management by clearly stating this in your follow-up communication to [email protected].
2. Written Complaint: Submit a formal written complaint to us via email with a full summary of your experience, the resolution you are seeking, and any supporting documentation.
3. Credit Card Chargeback: If you believe you have been wrongfully charged, you have the right under U.S. federal law (specifically the Fair Credit Billing Act) to dispute the charge with your credit card issuer. We encourage you to attempt resolution with us directly before initiating a chargeback.
4. Consumer Protection Agencies: You may file a complaint with the Federal Trade Commission (FTC) at ftc.gov or your state's Attorney General office if you believe your consumer rights have been violated.
5. Small Claims Court: For disputes involving amounts within the jurisdiction of your local small claims court, you may have the right to bring a claim without legal representation. The applicable laws of the state in which the dispute arises shall govern such claims.

10. Consumer Rights Under U.S. Law

As a business operating in the United States, Davanni's complies with applicable federal and state consumer protection laws. Under the Federal Trade Commission Act, consumers have the right to fair, honest, and transparent business practices. Depending on the state in which you reside, additional consumer protection rights may apply.

If you are a resident of California, you may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and California consumer protection statutes. Please refer to our Privacy Policy at davannis.digital for more information about your data rights.

11. Modifications to This Policy

Davanni's reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes will be reflected on this page with an updated effective date. Continued use of our services following any such changes constitutes your acceptance of the revised policy. We encourage all customers to review this policy periodically.

12. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact us using the information below: