Twilio's Acceptable Use Policy is a separate document that is legally part of your agreement, and Twilio can update it at any time; continuing to use the service means you accept those updates.
This analysis describes what Twilio'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
Because the Acceptable Use Policy is maintained separately and can be updated by Twilio, customers are bound by terms that may change without requiring a formal contract amendment, and violations of the updated policy can trigger account suspension.
The updated terms establish a different dispute resolution process for customers domiciled or registered in Mexico. Previously, Mexico was subject to the standard arbitration venue clause routing disputes to San Francisco, California. Under the revised agreement, Mexican customers must first engage in good faith negotiations with Twilio's senior representatives for 30 days; if unresolved, disputes proceed to binding arbitration under Centro de Arbitraje de México (CAM) rules, conducted in English in Mexico City before a sole arbitrator. The agreement also explicitly states that Mexican consumer protection law (Ley Federal de Protección al Consumidor) does not apply to the commercial relationship between the parties. Mexico-domiciled customers should review the updated dispute resolution procedures and understand that consumer protection law carve-out before continuing use.
View change record →The updated terms establish two new regional service entities: CISA Telecomunicaciones for Mexico and Teravoz Telecom for Brazil, meaning customers in those jurisdictions will contract with the local entity rather than Twilio Inc. The agreement now permits orders to be placed through Twilio's online self-service purchasing workflow in addition to traditional written order forms, streamlining how purchase terms can be documented. The updated language also removes the prior commitment that Twilio will not materially decrease overall service functionality, replacing it with a general statement that services may change over time without specific protections on functionality levels.
View change record →The updated terms now route Twilio service agreements for Mexico and Brazil customers to new regional entities rather than Twilio Inc., which may affect service delivery, dispute resolution venue, and applicable local law. The definition of Order Form was expanded to explicitly include self-service online purchases, clarifying that terms negotiated through Twilio's account interface carry the same contractual weight as traditional executed agreements. The terms also removed language stating that Twilio would not materially decrease overall service functionality, replacing it with a simpler statement that services may change over time, which narrows the operational commitment Twilio makes regarding service stability. You can review the separate agreements that now govern your use based on your regional location.
View change record →Business customers and developers are contractually bound by a separately maintained Acceptable Use Policy that Twilio can modify, with continued use of the service constituting acceptance; this means account suspension risk is tied to a document that may change independently of the main Terms.
How other platforms handle this
We also reserve the right to terminate Your access to the Service for any reason, including for violation of the Community Guidelines or other inappropriate use of the Service. Any violation of Community Guidelines is a breach of this Agreement. You will not be refunded for the current subscription ...
Shopify reserves the right to modify this Acceptable Use Policy at any time. Changes will be effective upon posting to the website. Your continued use of the Shopify Services following the posting of changes will constitute your acceptance of such changes.
Consensys reserves the right to change, suspend, or discontinue any aspect of the Services at any time, including hours of operation or availability of the Service or any feature, without notice and without liability.
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"Your use of the Services is subject to Twilio's Acceptable Use Policy, which is incorporated herein by reference. Twilio may update the Acceptable Use Policy from time to time. Your continued use of the Services after any such update constitutes your acceptance of the updated Acceptable Use Policy.— Excerpt from Twilio's Twilio Terms of Service
(1) REGULATORY LANDSCAPE: Incorporation by reference of separately maintained policies is common in cloud service agreements. However, the ability to unilaterally update incorporated policies with deemed acceptance through continued use may engage questions under applicable contract law about adequate notice and mutual assent. In the EU, such mechanisms may require evaluation under the Unfair Contract Terms Directive. (2) GOVERNANCE EXPOSURE: Medium. The key compliance risk is that the Acceptable Use Policy, which defines the conduct that can trigger suspension, is not a static document. Legal and compliance teams may not receive proactive notice of changes unless they monitor the policy directly. (3) JURISDICTION FLAGS: EU/EEA jurisdictions may scrutinize unilateral modification rights more carefully than US courts. Some EU member state contract laws require affirmative consent for material changes rather than permitting deemed acceptance through continued use. (4) CONTRACT AND VENDOR IMPLICATIONS: Vendor management programs should include Twilio's Acceptable Use Policy in their ongoing monitoring scope, not just the main Terms of Service. Enterprise customers may seek to negotiate a defined notice period and affirmative consent mechanism for material changes to the Acceptable Use Policy. (5) COMPLIANCE CONSIDERATIONS: Legal teams should establish a process to monitor the Twilio Acceptable Use Policy for changes, assess the impact of those changes on existing deployments, and determine whether any operational adjustments are required before a new version takes effect.
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Because the Acceptable Use Policy is maintained separately and can be updated by Twilio, customers are bound by terms that may change without requiring a formal contract amendment, and violations of the updated policy can trigger account suspension.
Business customers and developers are contractually bound by a separately maintained Acceptable Use Policy that Twilio can modify, with continued use of the service constituting acceptance; this means account suspension risk is tied to a document that may change independently of the main Terms.
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