Refund eligibility for the base MLS plan fee (MLS List, MLS Plus, or MLS Elite) is determined by the milestone your listing has reached at the moment we receive your written refund request.
When: Your order has been placed, but no intake or listing work has begun. Your property intake form has not been submitted, and no draft has been created in the MLS or in our internal system.
Refund: Plan fee minus a $35 administrative fee.
The $35 administrative fee covers non-refundable Stripe payment processing fees and the time required to review and process your request. This fee is consistent with industry practice for flat-fee MLS services.
When: Your intake form has been submitted, and we have begun preparing your listing — including entering data into the MLS in Coming Soon or draft status, drafting listing remarks, or coordinating photography or vendor services — but you have not yet approved the final draft for go-live, and the listing has not yet been published as Active on the MLS.
Refund: 50% of the plan fee.
The 50% retained covers labor performed on your listing up to that point, including MLS data entry, draft preparation, and coordination work, regardless of whether the listing was published.
When: Any one of the following conditions is met:
Refund: None.
Once your listing is active and the brokerage service has been substantially performed, the plan fee is fully earned and is not refundable. This is consistent with the standard practice for real estate brokerage services where the work has been delivered.
Each add-on service has its own refund rules based on whether the service has been performed or whether a third-party vendor (photographer, videographer, signage supplier) has been booked or paid on your behalf.
| Add-On | Full Refund | Partial Refund | Non-Refundable |
|---|---|---|---|
| Professional Photography | Photographer not yet scheduled | Scheduled but more than 48 hrs before the shoot — 50% refund | Within 48 hrs of shoot, shoot already occurred, or photos delivered |
| 3D Virtual Tour | Vendor not yet scheduled | Scheduled but more than 48 hrs before the appointment — 50% refund | Within 48 hrs of appointment, work performed, or tour delivered |
| Drone Photography | FAA pilot not yet scheduled | Scheduled but more than 48 hrs out — 50% refund | Within 48 hrs, shoot occurred, or images delivered |
| Floor Plan | Vendor not yet scheduled | Scheduled — 50% refund up to 24 hrs before appointment | After appointment or once delivered |
| Virtual Staging | Photo selections not yet submitted to vendor | Submitted but not yet rendered — 50% refund | Rendered staged photos delivered |
| Zillow Showcase | Not yet activated | N/A | Once Showcase is activated |
| Yard Sign / Lockbox | Not yet shipped | N/A | Once shipped or delivered |
| CMA Report | Report not yet started | Started but not delivered — 50% refund | Report delivered |
| Contract Review | Session not yet scheduled | Scheduled — 50% refund up to 24 hrs before session | After session occurred |
| E-Signing Service | No envelope sent yet | N/A | Once a signature envelope has been sent |
| Transaction Coordination | Contract not yet executed | Contract executed, first 48 hrs of TC work — 50% refund | More than 48 hrs of TC work performed, or closing < 14 days away |
| Rush Listing (24-hr go-live) | Listing not yet entered | N/A | Once listing has been entered with rush priority |
| Social Media Video | Production not yet started | N/A | Once video is in production or delivered |
| Open House Posting | Not yet posted to MLS / sites | N/A | Once open house is posted |
| Listing Extension (3 months) | Extension not yet applied | N/A | Once extension is applied to listing |
| Additional Counter Offer Round | No additional counter prepared | N/A | Once additional counter is drafted or sent |
When more than one add-on is purchased in a single order, each add-on is evaluated separately. A non-refundable add-on does not affect the refund eligibility of the base plan fee or other add-ons.
You may request to cancel your active MLS listing at any time, for any reason, by submitting a written cancellation request to info@exlgrouptx.com. Cancellation removes your listing from NTREIS and stops syndication to partner sites, typically within 1–2 business days.
Cancellation by itself does not entitle you to a refund. Whether you receive any portion of your plan fee back depends on the milestone-based tier rules in Section 1. In most cases — because cancellation usually occurs after the listing has gone Active — Tier 3 (no refund) will apply.
A cancelled listing cannot be reactivated for free. To re-list the same property after cancellation, a new plan purchase is required, and a new Listing Agreement (TAR Form 1101) must be executed.
All refund and cancellation requests must be submitted in writing to ensure clear documentation and prompt processing. Please email info@exlgrouptx.com with the following:
We will acknowledge your request within 1 business day and provide a written determination within 5 business days. Approved refunds are issued to the original payment method via Stripe and typically appear in your account within 5–10 business days after issuance.
If your refund is denied because work has been performed under Tier 3, the written determination will explain which condition was met and reference the relevant MLS records or seller approval.
The broker reserves discretion to issue a refund outside of the standard tiers in genuinely extraordinary situations, including:
Requests for refunds under this section must include supporting documentation where reasonably available. The broker's determination under this section is final but is not used to deny refunds otherwise owed under Section 1 or Section 2.
The following items are always non-refundable, regardless of the tier or stage of the listing:
If you have a concern about a charge, please contact us first at info@exlgrouptx.com. We are committed to working with you in good faith to resolve any legitimate issue.
Initiating a chargeback or payment dispute with your card issuer or bank before contacting us, or while a refund determination is in progress, may delay resolution of your request and forfeits eligibility for discretionary refunds under Section 5. ListWithEXL will contest chargebacks where the brokerage service has been substantially performed in accordance with the order and this policy. We retain detailed records of intake submissions, MLS audit logs, seller approvals, and listing activity that may be submitted as evidence to the card network or bank.
This policy is intended to comply with the Texas Real Estate Commission's consumer protection standards, the Texas Real Estate Licensing Act (Texas Occupations Code, Title 7, Chapter 1101), and the Texas Deceptive Trade Practices–Consumer Protection Act (Texas Business & Commerce Code Chapter 17).
Nothing in this policy waives any consumer right or remedy that cannot be waived under Texas law. If any provision of this policy is found to be unenforceable, the remainder of the policy continues in full force and effect.
For questions about consumer rights when dealing with a Texas real estate broker, you may contact the Texas Real Estate Commission at www.trec.texas.gov or refer to the TREC Consumer Protection Notice and Information About Brokerage Services (IABS) documents available in the footer of every ListWithEXL page.
We encourage all disputes to be resolved directly with the broker before escalation. If a refund or cancellation dispute cannot be resolved through good-faith email or phone communication, the parties agree to attempt mediation in Dallas County, Texas, before pursuing any other remedy. The cost of mediation will be shared equally between the parties unless otherwise agreed in writing.
If mediation does not resolve the dispute, either party may seek further remedies in the appropriate courts located in Dallas County, Texas. This policy and any related dispute is governed by the laws of the State of Texas, without regard to conflict-of-law principles.
We may update this Refund and Cancellation Policy from time to time to reflect changes in our services, third-party vendor terms, or applicable law. Any update will be posted on this page with a revised "Last Updated" date. Orders placed before the effective date of a change are governed by the version of the policy in effect at the time of purchase, unless the change is more favorable to the customer.
Refund and cancellation requests, along with any questions about this policy, should be directed to:
ListWithEXL Refund & Cancellation
Company: EXL Capital Group, LLC dba EXL Realty Group
Platform: ListWithEXL — Flat Fee MLS Texas
Address: 539 W Commerce St, Suite 5257, Dallas, TX 75208
Phone: (469) 829-7863
Email: info@exlgrouptx.com
Hours: Mon–Fri 8am–5pm CST · Sat/Sun Closed
TX Broker License: #9015220