Twilio may collect and use data about your use of the platform for product improvement, security, and compliance purposes, with more detailed privacy terms available in a separate privacy policy.
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
The clause establishes the operational scope of Twilio's data processing authority and clarifies the division of responsibility between the service provider and customer regarding data quality. This authorization is bounded by reference to a separate Data Protection Addendum, which specifies additional data handling requirements.
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 →Businesses should review Twilio's Privacy Policy and Data Processing Addendum to understand how communications data — including end-user message content — is handled, retained, and protected under applicable privacy laws.
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"You grant Twilio and its Affiliates the right to process Customer Data as necessary to provide the Services in a manner that is consistent with this Agreement and the Twilio Data Protection Addendum. You are responsible for the quality and integrity of Customer Data.— Excerpt from Twilio's Twilio Terms of Service
Data handling provisions in the ToS are supplemented by separate privacy policies and DPAs. Compliance teams must ensure appropriate DPAs are executed for GDPR Article 28 processor obligations, CCPA service provider arrangements, and any applicable sector-specific regulations such as HIPAA if health-related communications are processed.
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The clause establishes the operational scope of Twilio's data processing authority and clarifies the division of responsibility between the service provider and customer regarding data quality. This authorization is bounded by reference to a separate Data Protection Addendum, which specifies additional data handling requirements.
Businesses should review Twilio's Privacy Policy and Data Processing Addendum to understand how communications data — including end-user message content — is handled, retained, and protected under applicable privacy laws.
No. ConductAtlas is an independent monitoring service. We are not affiliated with, endorsed by, or sponsored by Twilio.