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This page describes what the document states, permits, or reserves. It does not constitute a legal determination about enforceability. Regulatory applicability may vary by jurisdiction. Methodology
This agreement establishes the terms governing use of Twilio's communications platform and APIs for sending messages, making calls, and building communication applications. The agreement assigns to the customer responsibility for obtaining end-user consent, managing data privacy, and complying with applicable telecommunications laws including the TCPA, with Twilio authorized to suspend accounts for unauthorized use, spam, or legal violations. The agreement requires customers to indemnify Twilio against claims arising from the customer's use of the platform.
This document governs access to and use of Twilio's communications platform services, establishing a contractual relationship between Twilio Inc. and its customers (referred to as 'you') on the basis of binding terms that customers accept by using the services. The agreement states that customers are responsible for all use of the services under their accounts, authorizes Twilio to suspend or terminate accounts for violations of its Acceptable Use Policy, and requires customers to indemnify Twilio against third-party claims arising from customer use of the services. The terms include provisions that assert broad customer responsibility for end-user conduct, require disputes to be resolved through binding individual arbitration with a class action waiver, and permit Twilio to modify pricing and terms with notice periods that may be as short as 30 days. The document engages GDPR and CCPA frameworks through its data processing addendum references and privacy policy incorporation, with heightened compliance obligations for EU/EEA customers and California residents; Twilio's role as a communications infrastructure provider also implicates TCPA and FCC regulations depending on how customers deploy the services. Material compliance considerations include customer obligations to obtain end-user consent for communications sent via the platform, the allocation of regulatory risk to customers for downstream use of Twilio APIs, and the need for data processing agreements where Twilio processes personal data on behalf of customers.
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Start Compliance free trial6 important changes detected
6 versions captured · Last updated: July 2026
Twilio added a new terms document reference to its table of contents on May 1, 2026. The change adds 'Twilio Messaging Campaign Terms' as a distinct legal agreement governing Twilio's …
View change record →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 …
View change record →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 …
View change record →Twilio modified its Terms of Service on March 19, 2026, removing Brazil from its entity-specific contracting structure while adding Japan as a separate jurisdiction with its own Twilio entity. The …
View change record →This new provision significantly expands customer liability by making them responsible for all account activity by third parties and limits Twilio's responsibility for unauthorized access, shifting security burden to customers.
This new standalone provision caps Twilio's liability for indirect and consequential damages with explicit carve-outs for loss of profits, goodwill, and data, whereas the previous version capped total aggregate liability to 12 months of fees.
This provision was merged into the Mandatory Arbitration clause in the current version, removing the standalone jury trial waiver language.
Removal of the specific 12-month fee cap and $100 floor eliminates a quantified liability limit that previously existed, potentially allowing Twilio to be sued for damages up to higher amounts, though replaced by a separate indirect damages exclusion.
Removal of the explicit California governing law and San Francisco venue provision eliminates clarity about which jurisdiction will apply to disputes not covered by arbitration.
Removed JAMS administration requirement and single arbitrator specification, added carve-out for injunctive/equitable relief for IP infringement, merged class action waiver into single provision, and downgraded severity from high to medium.
Removed specific carve-outs for violations of law and third-party claims regarding communications, broadened language from "arising out of or related to" to "in any way connected with," and added accounting fees to legal fees.
Changed from immediate termination without notice to termination with notice, removed "sole discretion" standard and replaced with objective criteria (payment failure and harm prevention), and downgraded severity from high to medium.
Removed explicit statement about updates "at any time" and the reference to "AUP URL," softening the unilateral update power from explicit "at any time" to implicit "from time to time."
Changed licensed activities from "use, copy, transmit, and process" to "host, copy, transmit, and display," removed "solely to the extent necessary" qualifier, and changed ownership disclaimer language from explicit non-claim to "acquires no right, title or interest" formulation.
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