Updates to Twilio's Legal Terms and Conditions

Please visit the Service and Country Specific Requirements change log to review the material updates or modifications we make to our Service and Country Specific Requirements from time to time.

February 25, 2025

We updated our online terms! This notice is only applicable to you if you have an account that you created before February 25, 2025, or otherwise agreed to a previous version of these updated terms. These updated terms are available at the hyperlinks provided below.

Please review this notice, which covers the upcoming changes that are material in nature, and all updated terms below in their entirety to familiarize yourself with these changes. These updated terms will be effective and binding as of April 1, 2025. No further action is required on your part. Your continued use of our services automatically constitutes your acceptance of these updated terms, which completely replace all previous versions, unless otherwise specified below. Please note that we have not changed your ability to use our services. You may continue to access your account and use our services as you always have.

Twilio Data Protection Addendum (DPA):

Note: If you have negotiated a separate DPA with us (or the equivalent) that does not permit Twilio to make unilateral changes on notice, the updated DPA will not apply to you.

  • We updated the definition of “Customer Data” to include any data that you or your end users provide to Twilio relating to using our services or that is otherwise generated for your use as part of our services. 

  • We clarified our use of Customer Account Data to cover managing the security of our services, security incidents and the misuse or abuse of our services, including spam, fraud or other illegal activities.

Twilio Flex Fair Usage Policy:

  • If you purchase Twilio Flex under an Active User Hour model, we clarified that you are paying for the time period that any user is logged into Twilio Flex in any activity status each calendar month, other than the Logout Activity status, which, by default, is called Offline status. 

  • If you purchase Twilio Flex under a Named User model, we clarified that you are paying for a maximum number of users that are provisioned in Twilio Flex at any time during a calendar month.

  • We no longer categorize products included as Twilio Flex as “Standard Products” and “Premium Products”. The updated list of products included with Twilio Flex, which are outlined below, are now categorized as “Standard Products” only: 

    • Agent Conference

    • Answering Machine Detection

    • Automated Speech Recognition

    • Call Recordings (We clarified in Footnote 1 of the Twilio Flex Fair Usage Policy that you will be charged separately for any fees for your use of Recording Storage.) 

    • Channel Messages (We clarified in Footnote 2 of the Twilio Flex Fair Usage Policy that Channel Messages includes the capability to transmit messages via certain third-party messaging applications (e.g., over-the-top (OTT) messaging platforms). For clarity, Channel Messages does not include any fees from third-party messaging application providers relating to the use of their third-party messaging applications. You will be charged separately for any fees from third-party messaging application providers.)

    • Email in Flex

    • Flex Conversations (We clarified in Footnote 3 of the Twilio Flex Fair Usage Policy that Flex Conversations does not include messaging connectivity to the public switched telephone network, and any fees for the same, and any fees from any third-party messaging application or virtual agent providers relating to the use of their third-party messaging applications or virtual agents. You will be charged separately for any fees for messaging connectivity to the public switched telephone network and from any third-party messaging application or virtual agent providers. Additionally, Flex Conversations users correspond to the total of the number of unique customers with which a contact center agent interacts.)

    • Flex Insights License

    • Media Storage - Chat and Conversations (GB)

    • Programmable Voice Platform (We clarified in Footnote 4 of the Twilio Flex Fair Usage Policy that Programmable Voice Platform does not include voice connectivity to the public switched telephone network, and any fees for the same, and any fees from any third-party voice application or virtual agent providers relating to the use of their third-party voice applications or virtual agents. You will be charged separately for any fees for voice connectivity to the public switched telephone network and from third-party voice application or virtual agent providers.)

    • Proxy

    • SIP Interface (We added Footnote 5 to the Twilio Flex Fair Usage Policy clarifying that SIP Interface, as a Standard Product, is intended primarily for routing voice calls to and from your equipment. While you have the ability to use SIP Interface to route voice calls to and from the public switched telephone network via third-party telecommunications providers, public switched telephone network connectivity and any fees for the same are not included. As such, Twilio may automatically charge you an additional fee for this use.)

    • Studio

    • Twilio Assets

    • Twilio Functions

    • Twilio Sync

    • Twilio TaskRouter

    • Twilio Voice JavaScript SDK

    • Video Participant Minutes

    • Voice Insights

  • All Standard Products, under an Active User Hour model or a Named User model, are offered on a limited basis and subject to certain usage limits that are determined by Twilio. If your use of any Standard Product exceeds the applicable usage limit, you will automatically be charged for exceeding such usage limit at the then-current applicable rate available at https://www.twilio.com/pricing. Additionally, any unused Standard Product units may not be transferred from one Active User to another, or from one Named User to another. You may contact your account team or Twilio Customer Support for more information regarding these usage limits. 

  • We clarified that any Standard Products included as part of Twilio Flex may only be used to support end-to-end contact center use cases under a Twilio Project that is for Twilio Flex. The use of any Standard Products with non-end-to-end contact center use cases must be under a separate Twilio Project that is not for Twilio Flex. We also provided examples of what is and is not considered an end-to-end contact center use case. Using messaging, chat, or email communications channels included with Twilio Flex to transmit mass marketing notifications and support authentication use cases (e.g., one-time password (OTP) generation), for example, are not considered end-to-end contact center use cases.

  • Twilio may also automatically charge you at the then-current applicable rate available at https://www.twilio.com/pricing if you violate Section 4 (Restrictions and Requirements) of the Twilio Flex Usage Policy, in addition to Twilio’s existing right to immediately suspend your use of Twilio Flex without notice.

  • Twilio has the option to delete all your data that is stored within Flex Insights without notice if you do not use Flex Insights for at least six (6) consecutive months.

  • We clarified that if you use any starter code or software components with Twilio Flex that are provided by Twilio and accompanied by an open source license, that starter code or software components are owned by Twilio, but licensed to you under the terms of such open source license.

  • Twilio has the right to update the Twilio Flex Fair Usage Policy from time to time, and your continued use of Twilio Flex after the updated Twilio Flex Fair Usage Policy is effective constitutes acceptance of any updates. Twilio, however, will notify you in writing if it removes, or elects not to provide, any existing Standard Product as part of Twilio Flex.

Twilio Acceptable Use Policy:

Service and Country Specific Requirements:

  • Please review the Service and Country Specific Requirements change log, which you agree and acknowledge serves as reasonable and sufficient notice to you of any new or updated service and country-specific terms we post from time to time that are material in nature. We recommend you review this change log regularly and any new or updated service and country-specific terms in their entirety. The Service and Country Specific Requirements are an important part of Twilio's Acceptable Use Policy. You must comply with the applicable service and country-specific terms to the extent you use (1) a specific service of ours, (2) our services in a specific country, or (3) a third-party product or service, any of which is identified in the Service and Country Specific Requirements.

Twilio APIs Service Level Agreement:

  • If you purchase the Email Deliverability package or Email Experts as a Service package, the monthly API availability percentage threshold for the Mail Send application programming interface for the services branded as “SendGrid” or “Twilio SendGrid” will be 99.99%, instead of 99.95%, for the duration of the applicable package.

Twilio Support Plans:

  • If you purchased the Personalized Support plan, the quarterly status reviews that are included are now referred to as periodic account reviews to accurately reflect the nature of those reviews.

Previous Updates by Year: