Home > Information Technology Services > IT Policies > Student Printing and Refund Policy

Bishop’s labs provide students with access to black & white and colour printing on printers or Xerox photocopiers.  Print credit is obtained by adding money to your Gaiter Dollars account.

Whether due to network, hardware, or simply human error, sometimes printing can go awry. If you encounter trouble while attempting to print, and wish to request a refund for printing costs you were charged, and/or assistance in re-printing your document, please visit either the lab consultant in the library or H150 labs, or the ITS Helpdesk in Johnson 107.  The University retains full discretion to decide when and whether to issue refunds or reprints to users who experienced printing errors. However, in all cases, users must show evidence of the error which can be verified by the Helpdesk, before a reprint or refund can be considered.

Some instances where a refund or reprint will be granted:

The user was incorrectly charged for the job
Charged for two pages for a double-sided print job
Charged for color on a black-and-white printer
The user accidentally printed someone else’s job
The touchscreen lagged or selected the incorrect command
The printout is unsatisfactory
Smudged/faded job (toner or fuser issue)
Crumpled/ripped pages (paper jam or tray issue)
The printer is unresponsive/incapable of performing
Printer hardware failure
Loss of network connection after job payment
Instances where a refund or reprint will not be considered:

Most kinds of user error, including but not limited to the following: The user unintentionally submits the job to the color printer (at 50 cents per page) instead of sending the job to a black-and-white printer; the user prints too many copies, or the user did not check the number of pages, image size, etc.
If it is determined by the Helpdesk that the user merits a reprint, the Helpdesk will make the best effort to assist the user in reprinting their document on-site at the time it is reported.

If the Helpdesk determines that the user merits a refund, an Octopus ticket will be assigned to the Helpdesk supervisory team to make the credit. Users will typically see the refund processed back onto their Gaiter Dollars account within 48-72 hours.