If someone sues Twilio because of how you used its services or something you did that violated the terms, you are required to pay Twilio's legal costs and any resulting damages.
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 provision transfers significant financial and legal risk to the customer, requiring the customer to cover Twilio's defense costs and liability for claims arising from the customer's use of the platform.
Interpretive note: The scope of 'in any way connected with' is broad and may be subject to judicial interpretation; some jurisdictions limit indemnification for indemnitee's own negligence.
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 →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.
View full change record →Business customers and developers bear full indemnification responsibility for Twilio's legal costs and damages arising from their use of the platform, including claims related to customer content or terms violations, which creates potentially open-ended financial exposure.
How other platforms handle this
Customer shall have no liability under (a) to the extent a Claim Against Us arises from Synthesia Content or under (b) to the extent a Claim Against Us arises from our breach of the Contract.
Your obligations in Section 6.2 (Indemnification by Customer) of this Agreement will apply to the extent permitted by applicable law, regulation, or procedure.
NVIDIA will have no obligation...to indemnify...with respect to any Indemnifiable Claim relating to...NVIDIA's compliance with specifications or instructions of any Customer Indemnitee...
"You will indemnify, defend, and hold harmless Twilio and its officers, directors, employees, and agents, from and against any claims, disputes, demands, liabilities, damages, losses, and costs and expenses, including, without limitation, reasonable legal and accounting fees arising out of or in any way connected with (i) your access to or use of the Services, (ii) your Customer Content, or (iii) your violation of these Terms.Excerpt from Twilio's Terms of Service
(1) REGULATORY LANDSCAPE: Indemnification clauses of this type are standard in B2B software and API agreements and are generally enforceable under US contract law.
Enforcement risk, jurisdiction flags, contract triggers, and due diligence action items.
Get the research letter
Companies change their terms quietly. We read every version and catch what actually changed. One email a week on the changes that matter and what they mean.
This provision transfers significant financial and legal risk to the customer, requiring the customer to cover Twilio's defense costs and liability for claims arising from the customer's use of the platform.
Business customers and developers bear full indemnification responsibility for Twilio's legal costs and damages arising from their use of the platform, including claims related to customer content or terms violations, which creates potentially open-ended financial exposure.
ConductAtlas has identified this type of provision across 229 platforms. See the full comparison.
No. ConductAtlas is an independent monitoring service. We are not affiliated with, endorsed by, or sponsored by Twilio.