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 governing law and venue selection establish the procedural framework for dispute resolution, determining which state's substantive law applies to interpretation and performance of the agreement, and specifying the exclusive forum for any litigation that may arise.
Interpretive note: Enforceability of the exclusive California forum clause against non-US customers may vary depending on the customer's home jurisdiction and applicable mandatory rules.
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 →Users must pursue any disputes through California courts in San Francisco County rather than courts in their own jurisdiction, and the agreement will be interpreted under California law rather than the law of the user's state or location.
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"These Terms will be governed by and construed in accordance with the laws of the State of California, without regard to its conflict of law provisions. Any disputes arising under these Terms will be resolved exclusively in the state or federal courts located in San Francisco County, California, and both parties consent to personal jurisdiction in those courts.— Excerpt from Twilio's Twilio Terms of Service
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The governing law and venue selection establish the procedural framework for dispute resolution, determining which state's substantive law applies to interpretation and performance of the agreement, and specifying the exclusive forum for any litigation that may arise.
Users must pursue any disputes through California courts in San Francisco County rather than courts in their own jurisdiction, and the agreement will be interpreted under California law rather than the law of the user's state or location.
ConductAtlas has identified this type of provision across 38 platforms. See the full comparison.
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