If you have a dispute with Twilio, you must resolve it through individual arbitration rather than a court lawsuit, and you cannot join a class action against Twilio.
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
This provision requires disputes to proceed through individual arbitration rather than litigation, and prohibits customers from participating in class action lawsuits against Twilio, which affects how legal claims can be pursued.
Interpretive note: Enforceability of the class action waiver may vary by jurisdiction, particularly for EU/EEA counterparties or in states with specific limitations on such waivers.
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 →The arbitration clause means that business customers and developers cannot sue Twilio in court or join a class action for most disputes; claims must instead go through an individual arbitration process, which may affect the practical ability to pursue smaller claims.
How other platforms handle this
You and Teachable agree to resolve any disputes through final and binding arbitration, except as set forth under Exceptions to Agreement to Arbitrate below. You also agree that disputes will only be resolved on an individual basis and not as a class, consolidated, or representative action.
Any dispute arising from or relating to the subject matter of these Terms shall be finally settled by arbitration in San Francisco County, California, in accordance with the Streamlined Arbitration Rules and Procedures of Judicial Arbitration and Mediation Services, Inc. ("JAMS") then in effect, by ...
THESE TERMS REQUIRE THE USE OF ARBITRATION (SECTION 12.2) ON AN INDIVIDUAL BASIS TO RESOLVE DISPUTES, RATHER THAN JURY TRIALS OR CLASS ACTIONS, AND ALSO LIMIT THE REMEDIES AVAILABLE TO YOU IN THE EVENT OF A DISPUTE.
Monitoring
Twilio has changed this document before.
Receive same-day alerts, structured change summaries, and monitoring for up to 25 platforms.
"YOU AND TWILIO AGREE THAT ANY DISPUTE, CLAIM OR CONTROVERSY ARISING OUT OF OR RELATING TO THIS AGREEMENT OR THE BREACH, TERMINATION, ENFORCEMENT, INTERPRETATION OR VALIDITY THEREOF OR THE USE OF THE SERVICES (COLLECTIVELY, 'DISPUTES') WILL BE SETTLED BY BINDING ARBITRATION, EXCEPT THAT EACH PARTY RETAINS THE RIGHT TO SEEK INJUNCTIVE OR OTHER EQUITABLE RELIEF IN A COURT OF COMPETENT JURISDICTION TO PREVENT THE ACTUAL OR THREATENED INFRINGEMENT, MISAPPROPRIATION OR VIOLATION OF A PARTY'S COPYRIGHTS, TRADEMARKS, TRADE SECRETS, PATENTS, OR OTHER INTELLECTUAL PROPERTY RIGHTS.— Excerpt from Twilio's Twilio Terms of Service
(1) REGULATORY LANDSCAPE: Mandatory arbitration clauses in commercial agreements are generally governed by the Federal Arbitration Act in the US. The FTC has scrutinized arbitration and class action waiver provisions in consumer contexts, though this agreement primarily targets business customers. EU consumer protection law, including the Unfair Contract Terms Directive, may limit enforceability of arbitration clauses where EU consumers are involved. (2) GOVERNANCE EXPOSURE: Medium. The class action waiver limits aggregate liability exposure for Twilio and may reduce practical recourse for customers with smaller individual claims. This is a commonly observed provision in B2B software agreements, though its enforceability varies by jurisdiction and counterparty type. (3) JURISDICTION FLAGS: The arbitration provision may face enforceability limitations in EU/EEA jurisdictions, particularly where the counterparty is a consumer or small business with consumer-equivalent protections. Some US states also limit arbitration clause enforceability in certain commercial contexts. (4) CONTRACT AND VENDOR IMPLICATIONS: Procurement teams reviewing Twilio as a vendor should assess whether the arbitration provision is acceptable under their organization's standard contracting requirements. Enterprise agreements may be negotiable on this point. The IP carve-out for injunctive relief is a standard commercial provision. (5) COMPLIANCE CONSIDERATIONS: Legal teams should document their review of the arbitration clause and assess whether any opt-out right exists under the current agreement version. Where Twilio services are embedded in consumer-facing products, the interaction between this provision and applicable consumer protection frameworks in relevant jurisdictions should be evaluated.
Full compliance analysis
Regulatory citations, enforcement risk, and due diligence action items.
Free: track 1 platform + weekly digest. Monitor: 25 platforms + same-day alerts. No credit card required.
Coinbase's User Agreement includes a mandatory arbitration clause that most users may not have reviewed. Here is what the clause states and how the opt-out process works.
561 arbitration provisions across 197 platforms. ConductAtlas tracks how dispute resolution is being restructured across the internet.
Compliance Governance Intelligence
Need to monitor specific governance provisions?
Compliance includes provision-level monitoring, governance timelines, regulatory mapping, and audit-ready analysis.
Built from archived source documents, structured governance mappings, and historical version tracking.
This provision requires disputes to proceed through individual arbitration rather than litigation, and prohibits customers from participating in class action lawsuits against Twilio, which affects how legal claims can be pursued.
The arbitration clause means that business customers and developers cannot sue Twilio in court or join a class action for most disputes; claims must instead go through an individual arbitration process, which may affect the practical ability to pursue smaller claims.
ConductAtlas has identified this type of provision across 132 platforms. See the full comparison.
No. ConductAtlas is an independent monitoring service. We are not affiliated with, endorsed by, or sponsored by Twilio.