SLICE FACTORY BERWYN
30 MINUTES OR IT’S FREE
CUSTOMER TERMS AND REFUND POLICY
Order from our “30 Minutes or Free” category and we will arrive at your delivery location within 30 minutes of the order timestamp printed on your receipt. If we miss that promise on a qualifying order, we refund your order total, excluding your voluntary driver tip.
Location and Hours
This guarantee is available only at Slice Factory Berwyn, 6900 Ogden Avenue, Berwyn, Illinois.
Qualifying orders must be placed and paid for Monday through Friday, beginning at 11 a.m. and before 8 p.m., Central Time.
The guarantee does not apply on Saturdays. Slice Factory is closed on Sundays.
Your delivery address must be within the two-mile guarantee zone of our Berwyn restaurant.
Eligible Orders
The guarantee applies only to orders placed directly through the Slice Factory website or app for immediate delivery from our Berwyn location.
Every item in your order must be selected from the “30 Minutes or Free” category.
Adding any item from another menu category disqualifies the entire order from the guarantee, even if that same item is also available in the “30 Minutes or Free” category.
There is no quantity limit, provided every item is ordered from the “30 Minutes or Free” category.
The following orders do not qualify:
- Phone orders
- Pickup orders
- Dine-in orders
- Catering orders
- Scheduled orders
- Orders placed through DoorDash, Uber Eats, Grubhub, or another third party
Order Confirmation and Official Start Time
After completing checkout, you will receive an order confirmation by email. Your order time will also be printed on your receipt.
The order timestamp printed on your receipt is the official start time used to measure the 30-minute guarantee.
The clock does not start when food preparation begins or when the driver leaves the restaurant.
When the Clock Stops
The clock stops when our driver arrives at the correct delivery location with your complete order.
For a house, arrival means reaching your address at a location where the driver can safely stop and begin delivery.
For an apartment, office, or other building, arrival means reaching the designated delivery entrance or meeting location provided in your delivery instructions.
Time spent waiting for you to answer the door, meet the driver, or accept the order after the driver arrives does not count toward the 30-minute guarantee.
Arrival within 30 minutes is considered on time. Arrival after 30 minutes qualifies for a refund, subject to these terms.
Refund Coverage
If we miss the 30-minute guarantee on a qualifying order, we refund:
- The amount actually paid for all food, beverages, and other items in the order.
- The delivery fee.
- Any service, packaging, or other mandatory order fees charged by Slice Factory.
- Applicable taxes on the refunded amounts.
Your voluntary driver tip is excluded from the guarantee refund and remains with the driver.
Refunds are based on the amount actually paid after discounts. Discounts, promotional value, and loyalty rewards are not refunded as cash.
You may keep the delivered food. No return or additional purchase is required.
We will not replace your payment refund with a coupon or store credit without your agreement.
Refund Timing and Payment Method
Once we confirm that a qualifying order missed the guarantee, we will issue the refund in our system within 24 hours.
Your bank or payment provider determines when the refunded funds become available in your account.
Refunds are returned to the original payment method. If you paid partly or entirely with a gift card, the corresponding amount is returned to that gift card.
If you believe your qualifying order arrived late, contact Slice Factory Berwyn using the contact information on your order confirmation. Provide your order number, delivery address, and approximate driver arrival time.
Please report a missing guarantee refund within seven calendar days so we can review the records promptly. This reporting request does not limit your rights under applicable law.
Accurate Address and Delivery Access
You must provide an accurate delivery address, a working contact number, and any instructions needed to reach your delivery location, including unit numbers, gate codes, and building access information.
The guarantee does not apply when the driver cannot arrive within 30 minutes because:
- The address or required access information is incorrect or incomplete.
- Necessary access to the delivery location is unavailable.
- You request an address change, delivery delay, or order change after confirmation that causes arrival to exceed 30 minutes.
These exceptions apply only when the customer-related issue caused the missed arrival time. They do not excuse a delay that had already occurred before the issue arose.
On-Time Orders and Food Issues
Once our driver arrives at your delivery location within 30 minutes with your complete order, the timing guarantee has been fulfilled.
A food quality concern, dissatisfaction with an item, or discovery of a missing or incorrect item after an on-time arrival does not make the order eligible for a refund under the 30-minute guarantee.
Please contact the Berwyn restaurant about any food issue. We will work with you to correct it separately from the timing guarantee.
An order that missed the 30-minute arrival deadline does not lose its timing refund coverage because you also report a food issue.
Guarantee Availability
The guarantee is available only while the “30 Minutes or Free” category is visible and available for ordering.
If the guarantee is temporarily unavailable, that menu category will not be visible.
We may temporarily remove the category because of staffing, capacity, weather, or system conditions.
Removing the category, changing the offer, or ending the pilot does not remove coverage from a qualifying order already accepted under the guarantee.
Restaurant Delays and Driver Safety
For qualifying orders already accepted under the guarantee, traffic, kitchen delays, driver shortages, weather delays, and restaurant technology problems do not remove refund coverage.
Safe driving always comes first. Our guarantee never requires a driver to speed or drive unsafely.
Other Customer Rights
This policy covers the 30-minute arrival guarantee. Other order concerns are handled directly by the Berwyn restaurant.
Nothing in this policy limits your rights under applicable law.