Twilio's Acceptable Use Policy is a separate document that is legally part of your agreement, and Twilio can update it at any time; continuing to use the service means you accept those updates.
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
Because the Acceptable Use Policy is maintained separately and can be updated by Twilio, customers are bound by terms that may change without requiring a formal contract amendment, and violations of the updated policy can trigger account suspension.
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 →Removal of standalone AUP provision suggests integration into other compliance obligations; AUP updates no longer explicitly tracked as separate acceptance mechanic.
View full change record →Removed explicit statement about updates "at any time" and the reference to "AUP URL," softening the unilateral update power from explicit "at any time" to implicit "from time to time."
View full change record →Business customers and developers are contractually bound by a separately maintained Acceptable Use Policy that Twilio can modify, with continued use of the service constituting acceptance; this means account suspension risk is tied to a document that may change independently of the main Terms.
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"Your use of the Services is subject to Twilio's Acceptable Use Policy, which is incorporated herein by reference. Twilio may update the Acceptable Use Policy from time to time. Your continued use of the Services after any such update constitutes your acceptance of the updated Acceptable Use Policy.Excerpt from Twilio's Terms of Service
(1) REGULATORY LANDSCAPE: Incorporation by reference of separately maintained policies is common in cloud service agreements.
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Because the Acceptable Use Policy is maintained separately and can be updated by Twilio, customers are bound by terms that may change without requiring a formal contract amendment, and violations of the updated policy can trigger account suspension.
Business customers and developers are contractually bound by a separately maintained Acceptable Use Policy that Twilio can modify, with continued use of the service constituting acceptance; this means account suspension risk is tied to a document that may change independently of the main Terms.
ConductAtlas has identified this type of provision across 264 platforms. See the full comparison.
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