Refund Policy

Effective Date: April 26, 2026  |  Last Updated: April 26, 2026

1. Overview

This Refund Policy applies to all purchases made through our website davanniss.digital, 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. This policy is governed by the laws of the United States, including applicable consumer protection regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

We understand that issues may arise with food orders — whether it involves an incorrect item, a quality concern, or an order that was not fulfilled as expected. Our goal is to resolve all concerns fairly, promptly, and professionally.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• You received an incorrect item that does not match what you ordered.
• Your order contained a food quality issue, including items that were undercooked, spoiled, or otherwise unfit for consumption.
• Your order was significantly delayed beyond the estimated delivery or pickup time communicated at the time of purchase.
• Your order was never delivered or was missing items upon receipt.
• You were charged an incorrect amount or experienced a duplicate charge.
• A technical error on our website or payment system resulted in an erroneous transaction.

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

• The refund request must be submitted within the applicable timeframe described in Section 3 below.
• You must provide sufficient evidence of the issue, such as a photo of the incorrect or unsatisfactory item, your order confirmation number, and a description of the problem.
• The issue must not have been caused by customer error (e.g., an incorrect address provided at checkout or a modification made after the order was confirmed).

3. Timeframes for Refund Requests

Refund requests must be submitted within the following timeframes to be considered:

Requests submitted outside these timeframes will be reviewed on a case-by-case basis and may not be approved. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issue is identified.

4. Non-Refundable Items and Services

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

• Orders where the customer changed their mind after the food was prepared or delivered.
• Items that have been partially or fully consumed before a complaint is raised, unless a genuine quality defect is clearly identifiable.
• Customized or special-request items that were prepared exactly as specified by the customer.
• Delivery fees, where the delivery was completed successfully and on time.
• Promotional items, complimentary additions, or items received as part of a special offer.
• Gift cards and digital vouchers once they have been redeemed.
• Catering deposits for events that have already taken place.
• Orders affected by circumstances outside our reasonable control, such as severe weather, natural disasters, or government-imposed restrictions.

5. How to Request a Refund — Step-by-Step

To request a refund, please follow these steps:

1. Gather Your Information: Before contacting us, please have the following ready:
   • Your order confirmation number or receipt
   • The date and time of your order
   • A clear description of the issue
   • Photos of the item(s) in question, if applicable
2. Contact Us: Reach out to our customer support team using one of the methods below:
   • Email: [email protected]
   • Website: davanniss.digital
   Please use the subject line: "Refund Request – [Your Order Number]" when sending an email.
3. Submit Your Request: In your message, include all relevant details about your order and the reason for your refund request. Attach any photos or supporting documentation.
4. Await Confirmation: Our customer support team will acknowledge your request within 1 business day and may follow up with additional questions if needed.
5. Review and Decision: We will review your request and notify you of our decision within 3 to 5 business days of receiving all required information.
6. Refund Issuance: If your request is approved, the refund will be processed according to the timeframes described in Section 6 below.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, the actual time for the funds to appear in your account is ultimately determined by your financial institution or payment provider. If you have not received your refund within the stated timeframe, we recommend contacting your bank or payment provider first. If the issue persists, please reach out to us at [email protected].

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 unsatisfactory, and the remainder of the order was delivered correctly.
• A missing item was only part of a larger order.
• The food quality issue affected only specific items within a multi-item order.
• A discount, coupon, or promotional credit was applied to the original order, reducing the refundable amount.
• The customer has already consumed a substantial portion of the order before raising a quality concern.

The amount of a partial refund will be calculated based on the proportional value of the affected items, minus any applicable discounts already applied. We will clearly communicate the refund amount and the rationale for any partial refund decision.

8. Exchange Policy

Due to the perishable and time-sensitive nature of food products, we generally do not offer direct item exchanges in the traditional retail sense. However, we are committed to making things right. If you received an incorrect or unsatisfactory item, we may offer one of the following resolutions at our discretion:

• Replacement Item: We may prepare and deliver or offer for pickup a replacement item at no additional charge, subject to availability and operational feasibility.
• Store Credit: We may issue a store credit equivalent to the value of the affected item(s), redeemable on your next order at Davanni's.
• Partial or Full Refund: As described in this policy.

To initiate an exchange or replacement, please contact us as soon as possible after receiving your order. Replacement requests are subject to the same time limits as standard refund requests (see Section 3).

9. Cancellation Policy

We begin preparing your food order as quickly as possible after it is placed. As a result, our cancellation window is limited:

9.1 Standard Orders

• You may cancel your order for a full refund within 5 minutes of placing it, provided that preparation has not yet begun.
• If more than 5 minutes have passed since the order was placed, we cannot guarantee cancellation and no refund may be available.
• To attempt a cancellation, please call us immediately or contact us via [email protected].

9.2 Catering and Large Group Orders

• Catering orders or large group orders require a minimum of 48 hours' notice for cancellation to receive a full refund.
• Cancellations made between 24 and 48 hours before the scheduled event may be subject to a cancellation fee of up to 25% of the total order value.
• Cancellations made less than 24 hours before the scheduled event will not be eligible for a refund of any deposit paid.

9.3 Online Pre-Orders

• Online pre-orders scheduled for a future date may be cancelled up to 2 hours before the scheduled pickup or delivery time for a full refund.
• Cancellations within 2 hours of the scheduled time may not be eligible for a refund.

10. Dispute Resolution Process

If you are unsatisfied with our response to your refund or cancellation request, we encourage you to follow this escalation process:

1. Step 1 – Internal Review: Contact our customer support team at [email protected] and request that your case be escalated to a senior team member. Please reference your original request details and explain why you believe the decision should be reconsidered.
2. Step 2 – Management Review: If the matter remains unresolved after escalation, you may request a formal management review by contacting us in writing at the email address listed above. We will complete this review within 7 business days and provide a final written response.
3. Step 3 – External Options: If you remain unsatisfied after completing the internal dispute resolution process, you may pursue the following options:
   • File a complaint with the Federal Trade Commission (FTC) at www.ftc.gov.
   • Contact your state's Attorney General Office for consumer protection assistance.
   • If applicable, file a chargeback dispute with your credit card issuer or bank. Please note that initiating a chargeback without first attempting resolution through our internal process may affect your ability to place future orders with Davanni's.

We are committed to resolving all disputes in good faith and in compliance with applicable United States consumer protection laws, including those enforced by the FTC under the FTC Act (15 U.S.C. § 45).

11. Consumer Rights Under U.S. Law

As a customer in the United States, you have certain rights under federal and state consumer protection laws. Nothing in this Refund Policy is intended to limit or waive any rights you may have under applicable law. Relevant protections include:

• FTC Act (15 U.S.C. § 45): Prohibits unfair or deceptive acts or practices in or affecting commerce, including misleading refund policies.
• Fair Credit Billing Act (FCBA): Provides protections for credit card billing errors and unauthorized charges.
• Electronic Fund Transfer Act (EFTA): Provides protections for debit card transactions and electronic fund transfers.
• State Consumer Protection Laws: Many states have additional consumer protection statutes that may provide further rights beyond federal law.

If you believe your consumer rights have been violated, you are encouraged to seek independent legal advice or contact a consumer protection agency in your state.

12. Changes to This Policy

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

13. Contact Information

For all refund requests, questions about this policy, or general customer service inquiries, please contact us using the details below: