You are responsible for all charges incurred on your account, including usage-based fees, and Twilio may suspend your account if payment is not received.
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
The clause creates a binding payment structure in which users assume non-cancelable fee obligations with limited refund availability. This establishes the financial commitment model and restricts the circumstances under which fees may be returned, subject only to the specific dispute resolution procedures referenced in the agreement.
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 bear financial responsibility for all account activity, including potentially fraudulent usage if account credentials are compromised, creating financial risk without guaranteed remediation from Twilio.
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"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. Except as otherwise set forth in the applicable Order Form(s) and subject to Section 3.3.3 (Payment Disputes), You will pay the Fees due hereunder in accordance with the following applicable payment method.— Excerpt from Twilio's Twilio Terms of Service
Usage-based fee structures with customer liability for all charges, including potentially unauthorized charges, require finance and treasury teams to implement spend monitoring controls. The absence of clear fraud liability protections is a material consideration for enterprise procurement.
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The clause creates a binding payment structure in which users assume non-cancelable fee obligations with limited refund availability. This establishes the financial commitment model and restricts the circumstances under which fees may be returned, subject only to the specific dispute resolution procedures referenced in the agreement.
Business customers bear financial responsibility for all account activity, including potentially fraudulent usage if account credentials are compromised, creating financial risk without guaranteed remediation from Twilio.
No. ConductAtlas is an independent monitoring service. We are not affiliated with, endorsed by, or sponsored by Twilio.