You cannot join or start a class action lawsuit or class arbitration against Twilio — every dispute must be handled individually.
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
This clause establishes that disputes between users and Twilio must proceed as individual arbitrations rather than through jury trials or collective proceedings. The operational effect is that eligible disputes are channeled into a different dispute resolution mechanism with different procedural characteristics than litigation.
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 →This waiver means that even if many businesses experience the same harm from Twilio — such as a billing error or service failure — each must pursue claims individually, making small-value claims economically nonviable and reducing Twilio's accountability at scale.
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You and Teachable agree to resolve any disputes through final and binding arbitration, except as set forth under Exceptions to Agreement to Arbitrate below. You also agree that disputes will only be resolved on an individual basis and not as a class, consolidated, or representative action.
Any dispute arising from or relating to the subject matter of these Terms shall be finally settled by arbitration in San Francisco County, California, in accordance with the Streamlined Arbitration Rules and Procedures of Judicial Arbitration and Mediation Services, Inc. ("JAMS") then in effect, by ...
WHERE PERMITTED UNDER THE APPLICABLE LAW, YOU AND NETFLIX AGREE THAT EACH MAY BRING CLAIMS AGAINST THE OTHER ONLY IN YOUR OR ITS INDIVIDUAL CAPACITY, AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS OR REPRESENTATIVE PROCEEDING. Further, where permitted under the applicable law, unless ...
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"To the fullest extent permitted by applicable law, you and Twilio each waive the right to a trial by jury and to participate in a class action, class arbitration, or representative proceeding. This waiver applies to all disputes covered by this arbitration agreement.— Excerpt from Twilio's Twilio Terms of Service
(1) REGULATORY FRAMEWORK: Class action waivers in arbitration agreements are generally enforceable under AT&T Mobility LLC v. Concepcion, 563 U.S. 333 (2011) and Epic Systems Corp. v. Lewis, 584 U.S. 497 (2018). However, California's McGill Rule (McGill v. Citibank, N.A., 2 Cal.5th 945 (2017)) limits waivers of public injunctive relief under Cal. Bus. & Prof. Code §17200. NLRA protections for concerted activity may also create carve-outs in certain employment-adjacent contexts. (2)
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This clause establishes that disputes between users and Twilio must proceed as individual arbitrations rather than through jury trials or collective proceedings. The operational effect is that eligible disputes are channeled into a different dispute resolution mechanism with different procedural characteristics than litigation.
This waiver means that even if many businesses experience the same harm from Twilio — such as a billing error or service failure — each must pursue claims individually, making small-value claims economically nonviable and reducing Twilio's accountability at scale.
ConductAtlas has identified this type of provision across 86 platforms. See the full comparison.
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