California law governs all disputes with Twilio, and any court cases must be filed in San Francisco courts.
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 selection determines which substantive legal rules interpret the agreement's obligations and rights, while the venue provision specifies the exclusive forum for non-arbitrated litigation, establishing the procedural jurisdiction for disputes.
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 →This clause forces all non-arbitrated disputes into California federal or state courts in San Francisco, which creates geographic and cost barriers for businesses located outside California who need to pursue legal action against Twilio.
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"These Terms and any disputes arising under them will be governed by the laws of the State of California, without regard to its conflict of law principles. You agree to submit to the personal jurisdiction of the state and federal courts located in San Francisco County, California for any disputes not subject to arbitration.— Excerpt from Twilio's Twilio Terms of Service
(1) REGULATORY FRAMEWORK: Choice of law and forum selection clauses are governed by the federal Carmack Amendment where applicable, the FAA for arbitration, and state common law. California's conflict of laws principles (Government Code §12960 et seq.) may nevertheless apply mandatory protective provisions of a customer's home state. EU customers cannot be required to litigate outside the EU for GDPR-related claims per Brussels I Regulation (EU) 1215/2012 and GDPR Art. 79. (2)
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The governing law selection determines which substantive legal rules interpret the agreement's obligations and rights, while the venue provision specifies the exclusive forum for non-arbitrated litigation, establishing the procedural jurisdiction for disputes.
This clause forces all non-arbitrated disputes into California federal or state courts in San Francisco, which creates geographic and cost barriers for businesses located outside California who need to pursue legal action against Twilio.
No. ConductAtlas is an independent monitoring service. We are not affiliated with, endorsed by, or sponsored by Twilio.