Twilio Terms of Service

This document sets the rules for using Twilio's services: Twilio must deliver the services and meet its SLA, and you are solely responsible for everything that happens under your account. You must ensure you have all necessary permissions and consents before letting Twilio process any customer data. If a serious dispute arises, it goes to binding arbitration rather than court, and neither side can recover lost profits or similar large categories of damages.

This Agreement establishes the terms under which Twilio provides services to customers, setting out affirmative obligations on Twilio to deliver services in accordance with applicable Order Forms, SLA commitments, and security terms, while imposing on customers sole responsibility for all account activity and an ongoing warranty to maintain adequate consents and notices for Twilio's processing of Customer Data. Customer Data processing rights are granted to Twilio and its affiliates to the extent necessary to provide the services, bounded by the Agreement and the Data Protection Addendum. Both parties' aggregate liability is capped at fees paid or payable in the twelve months preceding the claim, with a mutual exclusion of lost profits, revenues, goodwill, and all indirect, consequential, and punitive damages. Disputes are subject to binding arbitration under JAMS' Comprehensive Arbitration Rules with equal fee-sharing, and each party warrants compliance with applicable anti-corruption, anti-money laundering, sanctions, export controls, and related international trade laws.

As a Twilio customer, you bear sole responsibility for all use of the services under your account—including actions by your End Users—and you cannot shift that responsibility to a reseller who administers your account. You must obtain and maintain all required consents and notices for Twilio to process Customer Data; failing to do so at any point constitutes a breach of warranty. Your financial recovery in any dispute is limited to the fees you paid or owed in the prior twelve months, and you cannot recover lost profits, lost data, or consequential damages. Disputes are resolved through binding JAMS arbitration, with arbitration costs split equally between the parties.