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The agreement grants Twilio a license to use and display the customer's name, logo, and use case descriptions in marketing materials, earnings releases, investor calls, and on Twilio's website, subject to any trademark guidelines the customer expressly provides.
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 authorizes Twilio to use customer names and logos in investor-facing communications such as earnings releases and calls, in addition to marketing materials, unless the customer proactively provides trademark usage guidelines. The license applies by default upon acceptance of 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 →Under this clause, customers grant Twilio a license to use their name and logo in marketing materials, earnings releases, and on Twilio's website by default; this license is conditioned only on any trademark usage guidelines the customer expressly provides to Twilio.
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"You grant Twilio the right to use and display your name, logo, and a description of your use case(s) on Twilio's website, in earnings releases and calls, and in marketing and promotional materials, subject to your standard trademark usage guidelines that you expressly provide to Twilio.Excerpt from Twilio's Terms of Service
(1) REGULATORY LANDSCAPE: The use of customer names and logos in investor-facing communications such as earnings releases may engage securities disclosure obligations and trademark law. Customers listed or considering listing on public exchanges should assess whether Twilio's use of their name in earnings materials creates any disclosure or investor relations considerations. Trademark license terms are governed by applicable intellectual property law in the relevant jurisdiction. (2) GOVERNANCE EXPOSURE: Medium. The license is granted by default on agreement acceptance and covers earnings releases and investor calls, which are public investor-facing documents. Customers with strict brand governance policies or those in regulated industries may need to proactively provide trademark usage guidelines to limit the scope of permissible use. (3) JURISDICTION FLAGS: Trademark usage rights and licensing obligations vary by jurisdiction. EU customers should assess whether the license grant is consistent with applicable trademark law and any sector-specific brand governance requirements. (4) CONTRACT AND VENDOR IMPLICATIONS: Procurement and marketing teams should establish a process to provide Twilio with express trademark usage guidelines at account onboarding to constrain permissible use of the customer's marks. Enterprise customers with specific brand governance policies should document and transmit these guidelines in writing. (5) COMPLIANCE CONSIDERATIONS: Brand and legal teams should review whether any existing confidentiality or non-disclosure agreements with third parties limit the customer's ability to permit Twilio to disclose the customer relationship publicly. Customers in regulated industries, such as financial services or healthcare, should assess whether public disclosure of the Twilio relationship in earnings materials requires any internal approval.
This provision authorizes Twilio to use customer names and logos in investor-facing communications such as earnings releases and calls, in addition to marketing materials, unless the customer proactively provides trademark usage guidelines. The license applies by default upon acceptance of the agreement.
Under this clause, customers grant Twilio a license to use their name and logo in marketing materials, earnings releases, and on Twilio's website by default; this license is conditioned only on any trademark usage guidelines the customer expressly provides to Twilio.
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