You are legally responsible for everything that happens through your Twilio account, including actions taken by your employees, contractors, or end users, even if you did not authorize those actions.
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 places full accountability for account activity on the customer, including unauthorized third-party use, which means customers bear compliance and financial risk for how others use their Twilio-powered applications.
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 held contractually responsible for all activity under their Twilio accounts, including actions taken by end users of their applications, creating significant legal exposure where those end users violate applicable laws or Twilio's policies.
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"You are responsible for all activities that occur under your account, regardless of whether the activities are undertaken by you, your employees or a third party (including your contractors, agents or End Users), and, except to the extent caused by our breach of this Agreement, we and our affiliates are not responsible for unauthorized access to your account.— Excerpt from Twilio's Twilio Terms of Service
(1) REGULATORY LANDSCAPE: Customer accountability for end-user conduct is directly relevant to TCPA compliance, where the customer deploying Twilio for consumer messaging bears responsibility for obtaining prior express written consent. FTC regulations on unfair and deceptive practices also apply where end-user-generated activity results in consumer harm. The FCC has enforcement authority over voice and SMS communications. (2) GOVERNANCE EXPOSURE: High. The scope of responsibility extends to third parties including contractors and end users, and applies regardless of whether the customer authorized the specific activity. This creates compliance exposure that scales with the size and diversity of the customer's end-user base. (3) JURISDICTION FLAGS: TCPA exposure is particularly significant in the US, where per-message violations can accrue rapidly in high-volume messaging contexts. State consumer protection laws in California, New York, and Illinois also create potential liability for unauthorized consumer communications. (4) CONTRACT AND VENDOR IMPLICATIONS: Procurement and legal teams should assess whether downstream contracts with clients or partners appropriately allocate responsibility for end-user compliance. Where Twilio is deployed in a managed service context, the chain of contractual accountability for end-user conduct should be clearly documented. (5) COMPLIANCE CONSIDERATIONS: Organizations should implement access controls, audit logging, and use monitoring for their Twilio accounts to manage the risk created by this broad accountability provision. Consent documentation and opt-out management systems should be in place before deploying consumer-facing messaging or voice applications.
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This provision places full accountability for account activity on the customer, including unauthorized third-party use, which means customers bear compliance and financial risk for how others use their Twilio-powered applications.
Business customers and developers are held contractually responsible for all activity under their Twilio accounts, including actions taken by end users of their applications, creating significant legal exposure where those end users violate applicable laws or Twilio's policies.
ConductAtlas has identified this type of provision across 1 platforms. See the full comparison.
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