🔔 Overview

This article explains why a charge may be applied to your account and outlines the correct process for handling payments, fees, and additional services for learners whose bookings originated through Hurak.com.

Charges may relate to:

1. Full course payments that were diverted away from Hurak after we issued an official payment link.
   
2. Additional fees collected after the original booking (e.g. resits, reschedules).
   
3. Mandatory training components delivered and charged for outside the platform.

To maintain transparency, accurate records, and compliance with our platform terms, all payments related to marketplace learners must be routed back to Hurak for processing.

💼 When Will I Be Charged?

1. Learner Paid You Directly After Hurak Sent the Official Payment Link

1. A learner booked provisionally through Hurak, and we sent them an official payment link to confirm the booking.
2. Instead of completing payment via Hurak, the learner paid your organisation directly (e.g. by visiting your training centre or contacting you by phone).
3. Since the lead originated through the Hurak.com Marketplace and the transaction was diverted, we apply a retrospective charge to collect the commission that would have been due.

2. Additional Charges Collected Directly After the Booking

1. Your team collected fees directly from a Hurak-referred learner after the original booking.
   
2. These fees may include:
   
1. A resit charge (e.g. for retaking a failed module or assessment)
   
2. A reschedule fee
   
3. Charges for additional materials, admin, or add-on services

3. Mandatory Training Delivered Without Payment Routed Through Hurak

1. In some industries, the core course may require an additional component to meet full compliance.
2. If your organisation delivers this mandatory training and collects payment outside the platform—instead of (a) upgrading the learner’s package in your Provider Account or (b) asking Hurak to issue the upgrade/add-on—a retrospective charge will be applied to your account.
   

📄 What Do the Terms and Conditions Say?

As outlined in Section 5 of the Provider Terms and Conditions:

"Where a Customer’s booking originated through hurak.com, all subsequent payments or additional fees (including, without limitation, reschedules, resits, mandatory add‑on training, upgrades or administration charges) must be processed via the hurak.com platform. The Provider must not collect any such payment directly from the Customer. Breach of this provision authorises Hurak to apply or deduct the appropriate Commission retrospectively, and repeated breaches may result in account suspension under clause 9."

This clause ensures:

1. Accurate audit trails
   
2. Prevention of duplicate or conflicting charges
   
3. Trust between learners, providers, and Hurak

✅ What You Should Do Instead

❌ What Not to Do

1. Collect any payment outside the Hurak platform from learners whose bookings originated via Hurak.
   
2. Deliver additional or mandatory training and collect payment outside the platform without involving Hurak.
   
3. Charge for resits or reschedules outside the platform.
   
4. Lett learners bypass the Hurak payment process even if they are at your training site

💬 Disputing a Charge

1. Locate the Order ID in the charge notification email.
   
2. Email providers@hurak.com within 3 working days.
3. Our support team will investigate and respond.

🛠 Need Help?

If you're ever unsure how to proceed in a specific case, please reach out to us before taking payment. Our team will guide you through the correct process and ensure all charges are compliant.

We’ll guide you through the compliant process and ensure all charges are transparent and accurate.