Flex Success Fee Exemption Requests

Note: This article summarizes terms from the contracts that you and your broker signed to participate in the Flex program. In case of any conflict, the contract terms take precedence. Please contact your Zillow Growth Advisor or [e-mail] if you have any questions.

As a participating Flex agent, you may be entitled to a Flex Success Fee exemption if you have a pre-existing relationship with a Flex Connection you received from Zillow, or if you received the Flex Connection prior to activating in Flex.

What you'll learn in this article:

• What is the criteria for a Success Fee Exemption?
• What is an example of two-way communication?
• What is the timeframe to submit a Success Fee Exemption?
• Where can I submit a Success Fee Exemption?
• How will I know if my request is approved or denied?

A Success Fee Exemption may be granted when you meet all 3 of the following criteria.

1. Prior Source – You received the Flex Connection from another source prior to receiving it from Zillow.
2. Prior Communication – You have documented proof of active two-way communication within the 30 days prior to Zillow delivering the Flex Connection.
3. Notification – You notify Zillow of this pre-existing relationship within 48 hours of lead delivery.

Example of two-way communication

Active two-way communication can be proven via methods with visible date, time, and contact stamps that align with the delivered connection, for example: 

• Screenshots or screen recordings of text conversations
• Email threads
• Signed touring agreement

Important note: “Active two-way communication” means that both of you are engaged in a conversation about working together. A reply from the connection that only acknowledges your message, or says that they’re not interested in working together, does not count as two-way communication. 

You can upload documentation that shows proof of active two-way communication when you submit your Success Fee Exemption request. Without this evidence, Zillow will reject your request.

What is the timeframe to submit a Success Fee Exemption?	Please submit your Success Fee Exemption request within 48 hours from connection delivery.
Where can I submit a Success Fee Exemption?	Submit your request using the Success Fee Exemptions Form. Ensure you upload all requested information to the form prior to clicking ‘submit’. You are encouraged to provide multiple attachments to state your case. Submit this request within 48 hours from connection delivery.
How will I know if my request is approved or denied?	You will receive an email from our team notifying you if your request was Approved or Denied.  If Denied to due insufficient proof, please feel encouraged to re-submit with requested information.

If you have questions about a Flex Success Fee Exemption, please contact [e-mail].