Customers own what they build, but have no ownership rights in Twilio's underlying platform — meaning if Twilio discontinues a product or changes APIs, customers must adapt at their own cost.
Twilio's ToS primarily affects developers and businesses who build on the platform rather than end consumers directly. Key impacts include mandatory arbitration that waives class action rights, significant indemnification obligations that shift legal risk to customers, and Twilio's broad right to suspend or terminate accounts with limited notice. You can opt out of arbitration by sending written notice to Twilio within 30 days of first accepting the terms.