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 allocation of responsibility establishes that Twilio operates as a messaging infrastructure provider without monitoring obligations for customer-side regulatory compliance. The provision defines the operational boundary between Twilio's platform obligations and the customer's independent compliance obligations under messaging and telemarketing law.
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 →Customers must independently ensure all messaging campaigns comply with applicable consent, do-not-call, and opt-out laws before using Twilio's Services. Twilio will not audit or verify customer compliance with these requirements, placing full compliance assessment and legal risk management on the customer.
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"You are solely responsible for ensuring that your use of the Services complies with all applicable laws, rules and regulations, including those governing the sending of commercial messages, obtaining necessary consents from recipients, and complying with do-not-call registries and opt-out requirements. Twilio has no obligation to monitor your use of the Services for compliance with such laws.— Excerpt from Twilio's Twilio Terms of Service
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This allocation of responsibility establishes that Twilio operates as a messaging infrastructure provider without monitoring obligations for customer-side regulatory compliance. The provision defines the operational boundary between Twilio's platform obligations and the customer's independent compliance obligations under messaging and telemarketing law.
Customers must independently ensure all messaging campaigns comply with applicable consent, do-not-call, and opt-out laws before using Twilio's Services. Twilio will not audit or verify customer compliance with these requirements, placing full compliance assessment and legal risk management on the customer.
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