Twilio updated its Terms of Service on April 10, 2026 to reflect new regional entity assignments and clarifications to service definitions. The revised terms now direct customers in Mexico and Brazil to separate Twilio regional entities (CISA Telecomunicaciones in Mexico and Teravoz Telecom in Brazil) rather than routing them to Twilio Inc., and expanded the definition of Order Form to explicitly include online self-service purchases alongside traditional ordering documents. The terms also removed a prior commitment that Twilio would not materially decrease overall service functionality, replacing it with a simpler statement that services may change over time.
Consumers: Twilio is no longer contractually required to maintain the overall functionality of services as it previously was.
The updated terms now route Twilio service agreements for Mexico and Brazil customers to new regional entities rather than Twilio Inc., which may affect service delivery, dispute resolution venue, and applicable local law. The definition of Order Form was expanded to explicitly include self-service online purchases, clarifying that terms negotiated through Twilio's account interface carry the same contractual weight as traditional executed agreements. The terms also removed language stating that Twilio would not materially decrease overall service functionality, replacing it with a simpler statement that services may change over time, which narrows the operational commitment Twilio makes regarding service stability. You can review the separate agreements that now govern your use based on your regional location.
→ If you are located in Mexico or Brazil, contact Twilio to confirm which regional entity is your service counterparty and review applicable governing law and dispute resolution procedures.
→ Review any existing service-level agreements or operational commitments you have made to your own customers about Twilio service stability, as the removal of Twilio's functionality maintenance commitment may require clarification.
ConductAtlas has recorded 2 material changes to this document (since March 2026).
Across all monitored documents, Twilio has made 3 significant changes.
Mexico and Brazil customers are now served by new regional Twilio entities (CISA Telecomunicaciones and Teravoz Telecom) rather than Twilio Inc., affecting venue, governing law, and service delivery.
Order Form now explicitly includes self-service online purchases through account interfaces, not just traditional ordering documents.
Removed prior commitment that Twilio would not materially decrease overall service functionality; replaced with simpler language that services may change over time.
This change record describes what was added, removed, or modified in the document. Analysis reflects what the updated agreement states or permits. It does not constitute a legal determination about enforceability. Applicability may vary by jurisdiction. Methodology
Twilio restructured its regional contracting architecture to establish separate legal entities for Mexico and Brazil service delivery, which may create jurisdictional and venue considerations for customers in those regions and require DPA and vendor contract …
Regulatory exposure, obligation change, escalation trigger, board-ready language, and recommended action for legal and compliance teams.
Unlock the full institutional analysis — InsightConductAtlas provides verified policy intelligence sourced directly from platform documents. All analysis is intended to support, not replace, legal and compliance review. Record CA-C-001258.
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