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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 →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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"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. contract law, though certain jurisdictions impose consumer protection constraints. For EU customers, applicable national consumer protection law and the Consumer Rights Directive may interact with non-refundable fee terms depending on whether the customer qualifies as a consumer rather than a business. The FTC has authority over deceptive billing practices. (2) GOVERNANCE EXPOSURE: Medium. The non-refundable and non-cancelable fee structure creates financial exposure for customers who experience service disruptions or disputes after the sixty-day billing dispute window closes. The payment obligation survives service suspension, meaning fees continue to accrue during suspension periods. (3) JURISDICTION FLAGS: EU and UK customers should evaluate whether applicable consumer or commercial protection law limits the enforceability of non-refundable fee terms, particularly where services are not delivered as specified. California customers may have additional protections under state consumer protection statutes depending on the nature of the service. (4) CONTRACT AND VENDOR IMPLICATIONS: Procurement teams should ensure that any volume commitments or prepayment arrangements documented in Order Forms are evaluated against the non-refundable payment structure. Customers with annual or multi-year Order Forms face the highest financial exposure from this provision. (5) COMPLIANCE CONSIDERATIONS: Finance and accounts payable teams should establish a sixty-day calendar trigger from each invoice date to ensure disputed charges are flagged within the contractual dispute window. Any credits or adjustments should be documented in writing and confirmed by Twilio.
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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