We only provide refunds, both coin
tower and plus account, per the following policy:
- Refunds are ONLY available
for problems with the equipment.
- No refunds are available for
problems that are classified as 'User Error'. Limited
examples are below:
- Patrons should ALWAYS print preview their jobs before printing them
- any job that prints incorrectly and was not print
previewed will not be refunded.
- If it takes longer than
5 minutes to print off a job, DO NOT PRINT A SECOND
COPY. Please call IKON if it is during
regular business hours. If
there is a flashing green light on the copier or a
flashing red light, DO NOT PRINT A SECOND COPY.
The green light indicates the copier is spooling the
data and the red light indicates there is a problem with
the job (on the copier, click the system monitor button
in the bottom right of the touch screen to see the
- If the job prints out
gibberish, this is considered 'User Error'. Typically
the job is printed in 'Binary' and not 'ASCII'
characters or with an extremely unusual font (i.e.
Korean-to-English fonts which are not supported).
- Jobs printed to the
color printer but which come out as Black and White will
NOT BE REFUNDED. Check that the printer is
printing to 'Color' in the printer settings, which are
visible in the printer selection screen. This will also
show up in print preview.
- For more
troubleshooting tips and common errors, see
Common Troubleshooting Tips.
- Cash refunds are ONLY
available if there was an issue with a coin tower. These
refunds must be picked up in our
office unless otherwise arranged.
- If a user experiences
issues with printing a job from their personal
computer/laptop, they should contact IKON immediately. No
refunds will be given for issues deriving from printing on
personal computer equipment if it is determined the issue is
due to improper configuration. Full and up-to-date
configuration information is available on the
- We reserve the right to
reject a refund issued during our regular business hours if we have not been contacted by
the consultant or user prior to the refund form being filled
out. It is necessary for us to be contacted in
order to determine the issue is with the equipment and not
'User Error'. After 5pm M-F and during weekends, this is not
- We cannot issue refunds for improperly formatted Word
Processing documents or PDF files. For example, Word
Documents that have extra inserted blank sheets or PDF files that
have extra inserted blank sheets or other formatting issues not
listed here. Please check with the consultant to see
if the document is properly formatted before submitting a
We cannot issue
refunds if patron sends non-standard paper sizes to the
printer. Please note that printers and copiers on
campus are set-up for 8 1/2 x 11 or 11 x 17 and Legal size
at some locations (the paper size will be on the front of
the copier tray on most copiers). It is the
responsibility of the patron to format the document or PDF
to these standard sizes. If the patron sends a
non-standard size to the copier or printer it may cause the
copier to give an error message.
If there is any signage
on a PC or PC's monitor which addresses a printing issue, please be
aware that we cannot issue refunds if the signage is disregarded.
When using the Pharos
card swipe for PRINTING the patron is NOT CHARGED until they
press the blue print button in lower right corner on the card swipe
touch screen. When COPYING the patron's card is not charged
until they press the green copy button on the Canon copiers or copy
button on Ricoh models.
Before issuing a
refund, please check their Plus Account card balance to see if they
were charged or not. If they were not charged then a refund
request is not needed. You can use the Pharos touch screen or
any DART machine to check the card's remaining balance.