Refund Policy

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

1. Introduction

Davanni's ("we," "us," "our," or "the Company") operates a food service business dedicated to providing high-quality meals and exceptional customer experiences. We understand that sometimes orders may not meet your expectations, and we have established this comprehensive Refund Policy to ensure fair and transparent resolution of any issues that may arise.

This policy applies to all purchases made through our website at davanniss.rest, by telephone, in-person at our location, or through any authorized third-party delivery platform associated with Davanni's. By placing an order with us, you agree to the terms set forth in this Refund Policy.

This policy is governed by applicable United States federal and state consumer protection laws, including but not limited to the Federal Trade Commission (FTC) Act and relevant state-level consumer protection statutes.

2. Eligibility Conditions for Refunds

We want every customer to receive exactly what they ordered, prepared to our high standards. A refund or replacement may be issued under the following conditions:

• Incorrect Order: You received an item or items that are different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise not prepared to a reasonable standard of quality.
• Allergen Concerns: An allergen was present in your food that was not disclosed or that you specifically requested be excluded, and this has caused a health concern.
• Order Not Delivered: Your delivery order was never received and cannot be confirmed as delivered by our records or the delivery partner.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Unauthorized Transactions: A charge appeared on your payment method that you did not authorize.

To be eligible for a refund, you must provide sufficient evidence of the issue. This may include photographs of the incorrect or substandard item, a description of the problem, your order confirmation number, and the date and time of your order. Refund requests that lack sufficient supporting information may be subject to additional review.

3. Timeframes for Refund Requests

To ensure timely resolution of your concern, please submit your refund request within the following timeframes:

Requests submitted outside of these timeframes may still be reviewed at our discretion, but we cannot guarantee a refund or replacement for late submissions. We strongly encourage customers to inspect their orders upon receipt and contact us as soon as possible if any issue is identified.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for a refund. These include:

• Completed and consumed orders: Food items that have been substantially consumed without a quality complaint being raised at the time.
• Personal preference: Refunds will not be issued solely because a customer changed their mind about an item they received correctly as ordered.
• Customized items prepared as requested: If you requested specific modifications and the order was prepared exactly as specified, no refund will be issued for dissatisfaction with those customizations.
• Delivery fees and service charges: Third-party delivery platform fees and service charges are generally non-refundable unless the issue was caused by our error.
• Promotional or discounted items: Items purchased under a promotional offer may have limited or no refund eligibility unless a specific defect is present.
• Gift cards and store credit: These are non-refundable and non-transferable for cash once purchased or issued.

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

Submitting a refund request with Davanni's is straightforward. Please follow the steps below to ensure your request is processed as quickly as possible:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your full name
   • Order confirmation number or receipt
   • Date and time of your order
   • Description of the issue (what went wrong)
   • Photographs of the item(s) in question, if applicable
   • Your preferred contact method (phone or email)
2. Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: davanniss.rest
   Please use the subject line: "Refund Request – [Your Order Number]" when submitting via email.
3. Submit Your Request: Provide a clear and detailed description of your issue along with any supporting evidence (photos, screenshots, etc.). The more information you provide, the faster we can resolve your concern.
4. Await Confirmation: You will receive an acknowledgment of your refund request within 1–2 business days. This confirmation will include a reference number for your case.
5. Review and Resolution: Our team will review your request and may follow up with additional questions. Once a decision is made, we will notify you of the outcome and the applicable resolution (refund, replacement, or store credit).
6. Refund Issued: If approved, your refund will be processed according to the timeframes outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once your refund request has been approved, the time it takes for the funds to be returned to you depends on your original payment method:

Please note that while we process refunds promptly on our end, your financial institution or card issuer controls the final posting time to your account. We are not responsible for delays caused by third-party financial institutions. If you have not received your refund within the stated timeframe, please first check with your bank before contacting us.

7. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. This may occur when:

• Only a portion of your order was incorrect or missing (a refund for the affected items only will be issued).
• The food quality issue affected only part of your order, and the remainder was satisfactory.
• A replacement was offered for part of the order and accepted by the customer.
• The issue resulted from a partially incorrect customization rather than a completely wrong order.
• Delivery fees or third-party service charges are excluded from the refund as they fall outside our direct control.

We will clearly communicate the amount of any partial refund and the reasoning for it when we notify you of our decision. If you disagree with a partial refund determination, please refer to our Dispute Resolution process in Section 10.

8. Exchange Policy

Due to the perishable nature of food products, traditional exchanges are handled differently than in retail settings. In place of a product exchange, Davanni's offers the following resolution options when an order issue is confirmed:

• Replacement Item: If you received the wrong item or an item that does not meet our quality standards, we may offer to prepare and deliver or make available a replacement item at no additional charge, subject to availability and operational hours.
• Store Credit: In lieu of a monetary refund, you may be offered store credit equivalent to the value of the affected item(s), which can be applied to your next order.
• Menu Substitution: If the original item is unavailable at the time of replacement, we will work with you to find a comparable menu item of equal or greater value.

Replacement items and exchanges are subject to the same timeframe requirements described in Section 3. We are unable to offer replacements for orders placed more than 24 hours prior due to the nature of fresh food preparation.

9. Cancellation Policy

We begin preparing your order shortly after it is placed to ensure timely service. For this reason, our cancellation windows are limited:

9.1 Standard Orders (Delivery and Pickup)

• Cancellations must be requested within 5 minutes of placing your order to receive a full refund.
• Orders cancelled after the 5-minute window but before preparation has begun may receive a partial refund or store credit at our discretion.
• Orders that are already in preparation at the time of the cancellation request are not eligible for a refund.

9.2 Catering and Large Group Orders

• Cancellations made 72 hours or more before the scheduled event date are eligible for a full refund.
• Cancellations made between 24 and 72 hours before the scheduled event are eligible for a 50% refund.
• Cancellations made less than 24 hours before the scheduled event are not eligible for a refund, as ingredients and preparation will have already begun.

9.3 How to Cancel

To cancel an order, please contact us immediately via email at [email protected] or through our website at davanniss.rest. Please include your order number and the reason for cancellation. Cancellation requests are only effective once confirmed by a member of our team.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund or cancellation request, Davanni's is committed to working with you to reach a fair resolution. Please follow the steps below:

Step 1 — Internal Review Request

Submit a written appeal to [email protected] with the subject line: "Refund Dispute – [Your Case Reference Number]". Include all relevant details, your original case number, and an explanation of why you believe the decision should be reconsidered. Our management team will review your appeal within 5 business days.

Step 2 — Good Faith Negotiation

If the internal review does not resolve your concern, we encourage direct communication between you and a senior representative of Davanni's to negotiate a mutually agreeable resolution. This process is informal and intended to resolve matters quickly without the need for formal proceedings.

Step 3 — External Resolution Options

If good faith negotiation fails to produce a satisfactory outcome, you may pursue the following external options:

• Credit Card Chargeback: If you paid by credit or debit card, you may contact your card issuer to initiate a chargeback dispute in accordance with your card agreement.
• FTC Consumer Complaint: You may file a complaint with the Federal Trade Commission (FTC) at ftc.gov.
• State Consumer Protection Agency: Depending on your state of residence, you may contact your state's consumer protection office for assistance.
• Small Claims Court: For disputes within applicable monetary thresholds, you may pursue resolution through your local small claims court.

11. Third-Party Delivery Platforms

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), the refund process may differ from the process described in this policy. In such cases:

• You should first contact the third-party platform directly, as they may have their own refund policies and customer service procedures.
• Davanni's is not responsible for refunds, delivery issues, or service failures that are attributable to the third-party platform.
• If the issue is determined to be caused by an error on our part (e.g., incorrect items packed), we will cooperate with the platform to ensure your issue is resolved appropriately.

12. Policy Updates

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

13. Contact Information for Refund Requests

For all refund requests, cancellations, disputes, or questions related to this policy, please contact Davanni's using the information below:

This Refund Policy was last reviewed and updated on April 26, 2026. If you have any questions about this policy or your rights as a consumer, please do not hesitate to contact us at [email protected].