If you have a dispute with Twilio, you must resolve it through binding individual arbitration — you cannot sue Twilio in court or join a class action lawsuit.
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 establishes the procedural mechanism for dispute resolution and structures how claims are processed—individually rather than collectively. It shifts disputes from the judicial system to private arbitration, which operates under different procedural rules, discovery standards, and appeal mechanisms than court litigation.
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 →Business customers waive their right to jury trial and class litigation, limiting dispute resolution to individual arbitration proceedings which can be costly and time-consuming for smaller businesses.
How other platforms handle this
You and OpenAI agree to resolve any disputes arising out of or relating to these Terms or our Services through final and binding individual arbitration, except that either party may bring an individual claim in small claims court. You agree to waive your right to a jury trial and to participate in a...
If you are a U.S. user, you and Tinder agree that each of us may bring claims against the other only on an individual basis and not as a plaintiff or class member in any purported class or representative action or proceeding. Unless both you and Tinder agree otherwise, the arbitrator may not consoli...
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 between you and Wise, except that each party retains...
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Mandatory pre-dispute arbitration clauses with class action waivers are subject to FTC scrutiny under unfair or deceptive practices standards, and may face enforceability challenges in certain jurisdictions. Legal teams should assess enforceability under applicable state law and the FAA.
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This provision establishes the procedural mechanism for dispute resolution and structures how claims are processed—individually rather than collectively. It shifts disputes from the judicial system to private arbitration, which operates under different procedural rules, discovery standards, and appeal mechanisms than court litigation.
Business customers waive their right to jury trial and class litigation, limiting dispute resolution to individual arbitration proceedings which can be costly and time-consuming for smaller businesses.
ConductAtlas has identified this type of provision across 10 platforms. See the full comparison.
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