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 allocates legal compliance risk to the customer and establishes an indemnification obligation that requires the customer to cover Twilio's defense costs and damages in regulatory or third-party disputes stemming from the customer's communications practices. The indemnification structure means Twilio receives protection against downstream liability exposure related to customer-initiated messaging activities.
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 →The customer assumes full responsibility for compliance with communications laws and agrees to fund Twilio's defense and pay any resulting damages, costs, and attorneys' fees if the customer's use of the Services violates applicable law or the Terms. This mechanism places both compliance obligation and financial liability on the customer for regulatory violations in their messaging activities.
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"You are solely responsible for ensuring that your use of the Services complies with all applicable laws, including but not limited to laws governing the sending of commercial electronic messages, telemarketing, and other communications. This includes compliance with the Telephone Consumer Protection Act (TCPA), CAN-SPAM Act, and all other applicable federal, state, and local laws. You agree to indemnify, defend, and hold harmless Twilio and its affiliates, officers, directors, employees, and agents from and against any claims, liabilities, damages, judgments, awards, losses, costs, expenses, or fees (including reasonable attorneys' fees) arising out of or relating to your violation of these Terms or your use of the Services.— Excerpt from Twilio's Twilio Terms of Service
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This provision allocates legal compliance risk to the customer and establishes an indemnification obligation that requires the customer to cover Twilio's defense costs and damages in regulatory or third-party disputes stemming from the customer's communications practices. The indemnification structure means Twilio receives protection against downstream liability exposure related to customer-initiated messaging activities.
The customer assumes full responsibility for compliance with communications laws and agrees to fund Twilio's defense and pay any resulting damages, costs, and attorneys' fees if the customer's use of the Services violates applicable law or the Terms. This mechanism places both compliance obligation and financial liability on the customer for regulatory violations in their messaging activities.
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