It is entirely your business's legal responsibility to ensure that your use of Twilio's SMS and calling services complies with laws like the TCPA — Twilio takes no responsibility for this compliance.
This analysis describes what Segment's agreement states, permits, or reserves. It does not constitute a legal determination about enforceability. Regulatory applicability and practical outcomes may vary by jurisdiction, enforcement context, and individual circumstances. Read our methodology
This clause allocates regulatory compliance responsibility to the customer rather than the service provider. The provision operates to clarify that Segment provides tools and infrastructure without guaranteeing that customer deployment of those tools will satisfy applicable legal obligations, creating a clear boundary between platform functionality and customer's independent compliance obligations.
The updated terms establish a binding arbitration requirement for users domiciled or registered in Mexico, replacing prior dispute resolution procedures. Under the revised Section 10.5, Mexico-domiciled users must first engage in good faith negotiations with Segment for up to 30 days, and if unresolved, disputes proceed to binding arbitration administered by the Centro de Arbitraje de México (CAM) in Mexico City before a sole arbitrator, with both parties splitting arbitration costs. Additionally, the agreement now explicitly carves out Mexico's Federal Consumer Protection Law (Ley Federal de Protección al Consumidor), stating it does not apply to this commercial agreement. Mexico users also face a new obligation to comply with anti-money laundering and anti-corruption requirements under applicable Mexican law.
View change record →Segment's updated terms now apply Japan-specific dispute resolution, verification, and tax requirements to customers domiciled or registered in Japan. The agreement now states that arbitration proceedings for Japanese customers will take place in Mexico City, Japan (implied Tokyo venue under the new Japan section), conducted in English. Japanese customers may be required to submit government-issued ID documents and complete verification processes as required under applicable Japanese law, including the Act on Prevention of Transfer of Criminal Proceeds and the Telecommunications Business Act. All fees are payable in Japanese Yen, and taxes will include Japanese consumption tax. Intellectual property rights now incorporate Japanese Copyright Act provisions. You can review the specific verification requirements by contacting Segment or reviewing the applicable service section.
View change record →Businesses that use Twilio to contact customers bear full legal exposure for TCPA violations — including failure to obtain proper prior express written consent — with statutory damages that can quickly reach millions of dollars in a class action scenario.
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"You are solely responsible for ensuring that your use of the Services complies with all applicable laws and regulations, including without limitation the Telephone Consumer Protection Act (TCPA), the CAN-SPAM Act, and all applicable regulations promulgated by the Federal Communications Commission (FCC). Twilio does not represent or warrant that any use of the Services will be compliant with applicable law.Excerpt from Segment's Terms of Service
REGULATORY FRAMEWORK: TCPA (47 U.S.C.
Enforcement risk, jurisdiction flags, contract triggers, and due diligence action items.
Search "[your state] attorney general consumer complaint" to find your state's direct complaint form
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This clause allocates regulatory compliance responsibility to the customer rather than the service provider. The provision operates to clarify that Segment provides tools and infrastructure without guaranteeing that customer deployment of those tools will satisfy applicable legal obligations, creating a clear boundary between platform functionality and customer's independent compliance obligations.
Businesses that use Twilio to contact customers bear full legal exposure for TCPA violations — including failure to obtain proper prior express written consent — with statutory damages that can quickly reach millions of dollars in a class action scenario.
ConductAtlas has identified this type of provision across 264 platforms. See the full comparison.
No. ConductAtlas is an independent monitoring service. We are not affiliated with, endorsed by, or sponsored by Segment.