The agreement authorizes Twilio to suspend service access across all customer accounts upon written notice based on Twilio's good-faith determination of AUP violations, fraudulent traffic spikes, legal prohibitions, security threats, or inaccurate account information, while the customer remains liable for fees during any suspension period.
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 provision establishes that suspension can extend to all customer accounts, not only the account or service directly at issue, and that fee obligations continue through the suspension period. The suspension triggers include Twilio's good-faith belief of a breach, which means suspension may occur before a breach is confirmed.
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 →Under this clause, Twilio may suspend access to services across all accounts upon written notice if it determines in good faith that an AUP violation or security threat has occurred, and the customer remains obligated to pay fees during the suspension period.
Cross-platform context
See how other platforms handle Service Suspension Rights and similar clauses.
Compare across platforms →"Twilio may suspend the Services upon written notice to you if Twilio, in good faith, determines: (a) that you or your End Users materially breach (or Twilio, in good faith, believes that you or your End Users have materially breached) the Twilio Acceptable Use Policy; (b) there is an unusual and material spike or increase in your use of the Services and that such traffic or use is fraudulent or materially and negatively impacting the operating capability of the Services; (c) that its provision of the Services is prohibited by applicable law or regulation; (d) there is any use of the Services by you or your End Users that threatens the security, integrity, or availability of the Services; or (e) that information in your account is untrue, inaccurate, or incomplete. You remain responsible for the Fees (as defined in Section 3.3 (Payment Terms)).Excerpt from Segment's Terms of Service
REGULATORY LANDSCAPE: Suspension based on good-faith belief of breach without confirmed violation may interact with procedural fairness standards in some EU jurisdictions and with platform access obligations under the EU Digital Markets Act where applicable.
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This provision establishes that suspension can extend to all customer accounts, not only the account or service directly at issue, and that fee obligations continue through the suspension period. The suspension triggers include Twilio's good-faith belief of a breach, which means suspension may occur before a breach is confirmed.
Under this clause, Twilio may suspend access to services across all accounts upon written notice if it determines in good faith that an AUP violation or security threat has occurred, and the customer remains obligated to pay fees during the suspension period.
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