Acceptable Use Policy

Your compliance program

You must maintain a documented compliance program appropriate to your communications. Provider safeguards are supplemental and do not establish consent, legal purpose, or permission to contact any person.

Required practices

• Contact only recipients you are legally permitted to contact and maintain evidence of consent or another lawful basis.
• Honor federal, state, local, industry, carrier, and contractual do-not-call, opt-out, calling-time, frequency, identification, and content requirements.
• Use only numbers you own or are authorized to use and present accurate caller identity.
• Maintain applicable Twilio, carrier, campaign, messaging-service, brand, and number registrations.
• Protect Twilio credentials, invite and recovery codes, devices, and account access; promptly revoke compromised access.
• Maintain appropriate geographic permissions, fraud controls, spending limits, and independent emergency-calling capability.
• Obtain all legally required consent before recording, transcribing, monitoring, or using artificial or prerecorded voice features.

Prohibited use

• Emergency calling, public-safety dispatch, or use as a substitute for telephone service.
• Bulk, predictive, automated, sequential, or campaign dialing; automatic retries; prerecorded or artificial-voice campaigns; or evasion of product rate limits.
• Unlawful telemarketing, lead generation, debt collection, political outreach, or messaging without required consent and registrations.
• Harassment, threats, hate, abuse, fraud, phishing, impersonation, deceptive caller ID, number spoofing, or concealment of identity.
• High-risk or illegal goods or services; premium-rate abuse; traffic pumping; artificially inflated traffic; or activity intended to generate carrier or platform payments.
• Malware, credential theft, unauthorized access, security testing without written permission, interference with the Services, or attempts to derive source code or secrets.
• Content that infringes privacy, publicity, intellectual-property, confidentiality, or other rights.
• Processing highly sensitive or regulated data not expressly approved in an Order Form.
• Using compromised, suspended, trial-restricted, or unauthorized Twilio accounts or numbers.

Messages and opt-outs

You must provide legally required disclosures and opt-out instructions, promptly honor STOP or equivalent requests, and avoid messaging a recipient after opt-out except where law permits a narrowly tailored confirmation. You must synchronize opt-outs across your systems and not rely solely on a device-local list.

Enforcement

Provider may investigate suspected violations, request records demonstrating consent and compliance, limit traffic, disable a feature or device, suspend access, preserve evidence, notify Twilio or carriers, or terminate the agreement. Provider will use reasonable efforts to limit action to affected traffic where practical. You must cooperate with abuse, carrier, regulator, or law-enforcement inquiries.