Twilio updated its Terms of Service on April 19, 2026 to expand the geographic scope of service entities, add new Mexico and Brazil-specific entities to the agreement, and clarify how orders can be placed through online self-service workflows in addition to traditional ordering documents. The agreement also removed a prior assurance that Twilio would not materially decrease overall service functionality, replacing it with a simpler statement that services may change over time. Additionally, Twilio added a recommendation that customers download and save a PDF copy of the terms.
Businesses: If you operate in Mexico or Brazil, you are now contracting with a local Twilio company instead of the Delaware corporation, which may affect where disputes are resolved and which country's laws apply.
Businesses: Twilio no longer commits contractually to maintain service functionality levels; the agreement now states services may change over time without specific protections on what changes are permissible.
The updated terms establish two new regional service entities: CISA Telecomunicaciones for Mexico and Teravoz Telecom for Brazil, meaning customers in those jurisdictions will contract with the local entity rather than Twilio Inc. The agreement now permits orders to be placed through Twilio's online self-service purchasing workflow in addition to traditional written order forms, streamlining how purchase terms can be documented. The updated language also removes the prior commitment that Twilio will not materially decrease overall service functionality, replacing it with a general statement that services may change over time without specific protections on functionality levels.
→ If you operate in Mexico or Brazil, verify which Twilio entity is named in your current agreement and confirm whether regional data residency, consumer protection, or telecommunications regulations apply.
→ Download and save a PDF copy of the updated Terms of Service as Twilio recommends, to preserve a record of the version you accepted.
ConductAtlas has recorded 3 material changes to this document (since March 2026).
Across all monitored documents, Twilio has made 4 significant changes.
2 of Twilio's significant changes have been classified as negative for consumers.
Added Mexico and Brazil as separate jurisdictions with dedicated regional legal entities, establishing country-specific contracting relationships that may carry distinct liability, dispute resolution, and regulatory compliance implications.
Expanded definition of Order Form to include online self-service ordering through Twilio's account portal, in addition to traditional written ordering documents between parties.
Removed prior language prohibiting material decreases in service functionality; updated language now states services 'may change over time' without specific functional protections.
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 introduced regional legal entities for Mexico and Brazil, creating country-specific contracting relationships and potential implications for liability, dispute resolution venue, and regulatory compliance in those jurisdictions. The removal of language prohibiting material functionality decreases …
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-001101.
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