Refund Policy

Edward Printer Solutions provides printer solutions to businesses only. We do not provide services to households or for personal use. This policy applies to on-site visits booked by businesses and organisations.

Step-by-step printer guides requested through this website are free of charge, and anyone may request one. Nothing is billed for a guide request, so there is nothing to refund.

• On-site visit: $119 per visit. Includes diagnosis at your business and the first 60 minutes of labor on one printer or several. Travel is included within 65 miles of St. Anne, IL (Zone 1).
• Unused included time is not refunded or carried over.
• The visit fee and any travel fee are earned once the technician arrives and begins diagnosis; they are not refunded if you decline the quoted repair or the printer can't be repaired at a reasonable cost.
• Nothing is charged on this website. Payment for the visit, any travel fee, and any approved extra time or parts, is due when the visit is complete. We confirm the payment methods we accept when we book your visit.

We visit businesses anywhere in Illinois and Indiana. Travel zones are measured in a straight line from our address in St. Anne, Illinois to your business ZIP code (driving distance can be longer). Your zone and its travel fee are fixed by your business ZIP code, charged once per visit, and shown on the booking form before you book. A few outlying ZIP codes of a large city fall in the next zone; the booking form shows the zone for your exact ZIP code.

• Travel fee outside Zone 1: Zone 2 (65 to 130 miles from St. Anne, IL) $79; Zone 3 (more than 130 miles, the rest of Illinois and Indiana) $159. Fixed by your business ZIP code, charged once per visit, shown before you book.
• The travel fee covers the round trip for one visit. It is charged once per visit, never per printer and never per hour.
• No travel fee is charged for a cancelled visit unless we have already arrived. If we cancel a visit, no travel fee is charged and any travel fee already paid is refunded in full.
• If a part has to be ordered, there is no second visit fee to come back and fit it; in Zone 2 or Zone 3 the travel fee applies again for the return trip, shown on your quote before you approve it.
• If the same fault comes back within 30 days of an on-site repair, the return visit, travel and labor are free, in every zone.

• Extra time after the first hour: $25 per 15 minutes, only if you approve it.
• Parts: priced on a written quote and fitted only with your approval. If a part has to be ordered, there is no second visit fee to come back and fit it; fitting time is $25 per 15 minutes, and in Zone 2 or Zone 3 the travel fee applies again for the return trip, all shown on your quote.
• Written quotes are binding: you never pay more for parts or extra time than the written price you approved.
• Sales tax on parts where it applies, itemized on your quote.
• Because extra time and parts are charged only with your approval, declining a quote costs nothing beyond the visit fee and any travel fee for your zone.
• Parts are covered only under the part maker's or supplier's warranty. Claims for a faulty part are handled under that warranty.

If the same fault comes back within 30 days of an on-site repair, the return visit, travel and labor are free, whichever travel zone your business is in. Parts are covered only under the part maker's or supplier's warranty. Email us with your visit reference and a short description of the fault.

• Cancelled at least 2 hours before the booked arrival time: no charge.
• Later cancellation, or no access to the printer when we arrive: $119 visit fee.
• Travel fee: no travel fee is charged for a cancelled visit unless we have already arrived.
• Visit cancelled by us: no charge; anything already paid for that visit, including any travel fee, is refunded in full.
• The Cancellation Policy explains how to cancel.

If you are charged more than the amount you approved, charged twice, charged a travel fee for a zone other than the one fixed by your business ZIP code, or charged for a visit that was cancelled in time or cancelled by us, we refund the difference or the full amount.

We provide services to businesses only. If we find that a visit was requested for household or personal use, we decline or cancel it without charge and refund anything already paid in full. Printer problem at home? Please contact your printer's manufacturer.

• Email [email protected] with your visit reference (shown on your confirmation screen and email, for example EPS-260917-7KQ2M) and the email address used when you booked.
• We reply to refund requests by email during business hours.
• Approved refunds are returned using the payment method you paid with.

Please contact us before opening a chargeback. Most issues are resolved faster directly. If a chargeback is opened for a visit that took place, we may provide the visit record, the written quote and your approval to the payment provider.

Nothing in this policy limits any rights your business has under the law that applies to it where those rights cannot be excluded by agreement.