This is Twilio's Terms of Service — the legal contract governing use of Twilio's messaging, voice, video, and other communications APIs that businesses build upon to contact their own customers. The most important thing to understand is that if you use any app or service built on Twilio's platform, the business operating that app bears legal responsibility for obtaining your consent and complying with phone and messaging laws like the TCPA. If you are a Twilio developer or business customer, be aware that your company — not Twilio — will bear liability for TCPA violations, spam complaints, or unauthorized communications sent through the platform.
This document governs use of Twilio's cloud communications platform and associated services, establishing a B2B contractual framework between Twilio Inc. and its developer and enterprise customers ('you') under California law with JAMS arbitration as the exclusive dispute resolution mechanism. The most significant obligations include user compliance with Twilio's Acceptable Use Policy and all applicable telecommunications laws, user responsibility for end-user consent when sending communications, and Twilio's right to suspend or terminate accounts for policy violations with or without notice. Notably, Twilio imposes broad indemnification obligations on customers for third-party claims arising from their use of the services, limits Twilio's aggregate liability to fees paid in the prior twelve months, and includes a class action waiver alongside mandatory arbitration — provisions that materially limit customer legal recourse against a dominant infrastructure provider. The document engages TCPA (47 U.S.C. §227), CAN-SPAM Act, GDPR (as a data processor under Art. 28), CCPA/CPRA, and CASL, with material compliance considerations around customer responsibility for end-user consent management and lawful message origination across jurisdictions.
🔒 Institutional analysis locked
Regulatory exposure by statute, material risk assessment, vendor due diligence action items, and enforcement precedent. Available on Professional.
Upgrade to Professional — $149/mo2 changes analyzed since monitoring began.
Explicitly separates class action waiver from mandatory arbitration clause and adds jury trial waiver, significantly limiting customers' procedural rights to aggregate disputes.
This provision appears in previous version but is absent from current version with actual text content, suggesting either removal or consolidation into liability cap language.
Privacy and data use provisions present in previous version are not explicitly detailed in current version, potentially indicating reliance on separate privacy policy or deliberate de-emphasis in terms.
Previous version had empty excerpt; current version adds specific details about JAMS administration, single arbitrator, and Streamlined Arbitration Rules.
Previous version had empty excerpt; current version provides comprehensive text specifying indemnification scope including Customer Content and third-party communications claims.
Previous version had empty excerpt; current version specifies immediate suspension without notice, sole discretion standard, and government compliance exceptions.
Severity increased from medium to high and excerpt now specifies the 12-month fee cap formula and explicit exclusion of indirect/consequential damages.
Previous version had empty excerpt; current version adds notice mechanism (website posting or email) and acceptance-through-continued-use provision.
Cross-platform context
See how other platforms handle Account Suspension and Termination and similar clauses.
Compare across platforms →