Segment Terms of Service

This document is the Twilio Terms of Service, governing use of Twilio's communications platform and related products (including Segment, SendGrid, and other services) on the basis of a binding agreement between Twilio Inc. and the customer or end user. The agreement states that users must comply with Twilio's Acceptable Use Policy, that Twilio may suspend or terminate accounts for violations, and that the terms authorize Twilio to modify pricing and service features with notice; the agreement also asserts broad indemnification obligations from users and limits Twilio's liability to amounts paid in the preceding twelve months. The document's indemnification scope and liability cap provisions are operationally significant for business customers integrating Twilio's API infrastructure, as the terms assert that users hold Twilio harmless from third-party claims arising from customer content or use of the services, while Twilio's exposure is contractually capped; the enforceability of these caps and indemnification obligations may vary by jurisdiction and applicable consumer protection law. The document engages GDPR, CCPA, and related data protection frameworks given Twilio's role as a data processor for customer communications and its collection of usage and account data; the Data Processing Addendum referenced in the terms is a material compliance instrument for enterprise customers subject to EU and California law. Compliance teams should evaluate data processing agreements, consent mechanisms for end-user communications, and jurisdictional obligations, particularly where Twilio services are used to send messages to EU or California residents.