Policies
- Refunds and credits will be applied, except when explicitly stated otherwise, only after the initial credit has been spent.
- Unauthorized printing done on a computer that was left logged in will not be refunded.
- Requests for refunds or credits must include the information from the equitrac report, we recommend you copy and paste the job in question from that report into the email to ithelp@design.upenn.edu for a quick turnaround. Go to www.design.upenn.edu/printing click Review Charges use your Weitzman credentials to view report.
- For a refund request to be considered, it must include the following information
- The date/time when the print was sent
- The printer the print was sent to
- The name of the file printed
- Your Design username
- Requests for refunds or credits must be sent to ithelp@design.upenn.edu
- Job Cancelations, if you have requested a job be canceled from the internal print queue from a member of our IT staff, you must email ithelp@design.upenn.edu, within 24 hours, including details of the canceled job as detailed above, to qualify for a refund. Without an email sent within the 24 hours we have no way of confirming the job was cancelled and a refund will not be issued. (You will not be able to cancel jobs from the internal print queue after hours or in the event an IT staff member is not present, job cancelations are a courtesy and are not guaranteed.)
- Requests for other types of refunds not including job cancelation requests must be sent within 30 business days of the original sent print job; in rare cases refund requests made after 30 business days will be considered only if request is made by a faculty or staff member.
What Qualifies for a Refund?
- Plotter or printer hardware issues
- Plotter or printer error that results in the job being cancelled
- Streaking or lines in the print due to print head issues.
What does Not Qualify for a Refund?
- Sending the same job to multiple printers, then cancelling the prints.
- Errors due to JPEG images in the document, or PDFs using JPEG compression.
- Color issues that are unrelated to hardware issues; students are expected to utilize test strips to correct for printer specific color issues.
- Specifying the wrong paper type; students are expected to check the printers/plotters before printing to verify which paper type is loaded.
- If your job exceeds the recommended file size and is backing up the queue, during high volume printing, the print queue monitor will have permission to cancel the job.
- Prints rotated or cropped incorrectly. Reference the Basic Printing Procedure, as well at the Plotting Tutorial for trouble shooting these issues.
- Any issue related to the print after it leaves the printer; students are expected to promptly pick up prints.
- Prints sent to the wrong device
- Excess printing by selecting multiple copies.
Requesting a Refund
- Make sure you are requesting a refund for a qualifying reason.
- Use the instructions in the Printing Charges section to check
- Email ithelp@design.upenn.edu