The agreement states that all fees, taxes, and communications surcharges paid to Twilio are non-refundable and that payment obligations are non-cancelable, except as otherwise expressly stated in the agreement.
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 that customers cannot recover fees already paid, and cannot cancel payment obligations once incurred, which is operationally significant for customers on usage-based billing who encounter service issues or disputes outside the sixty-day dispute window.
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 →New explicit provision eliminating refund rights and making payment obligations binding, significantly limiting customer financial flexibility and increasing commitment to Twilio.
View full change record →Under these terms, fees paid to Twilio are non-refundable and payment obligations are non-cancelable, with the sole exception being amounts subject to a timely written payment dispute filed within sixty days of billing.
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Compare across platforms →"Except as otherwise expressly set forth herein, payment obligations are non-cancelable and fees, Taxes, and Communications Surcharges (collectively, "Fees"), once paid, are non-refundable.Excerpt from Twilio's Terms of Service
(1) REGULATORY LANDSCAPE: Non-refundable fee clauses in commercial SaaS and communications agreements are generally enforceable under U.S.
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This provision establishes that customers cannot recover fees already paid, and cannot cancel payment obligations once incurred, which is operationally significant for customers on usage-based billing who encounter service issues or disputes outside the sixty-day dispute window.
Under these terms, fees paid to Twilio are non-refundable and payment obligations are non-cancelable, with the sole exception being amounts subject to a timely written payment dispute filed within sixty days of billing.
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