Terms & Conditions

Twilio Segment Community Terms of Use

Effective as of: March 5th, 2024

Welcome to the Twilio Segment Community (“Community”). The Community is a place for users to share feedback, best practices and resources and ask questions about any services including application programming interfaces branded as “Segment”, “Twilio Segment” or “Twilio Engage” (“Segment Services”).

Participation in the Community is governed by these Twilio Segment Community Terms of Use (“Community Terms”) and other guidelines or policies we post on the Community (collectively, the “Terms”). Twilio may offer other products and services under different terms and conditions. By participating in the Community or otherwise indicating your agreement to these Terms, you agree to be bound by these Terms which form an agreement between you and Twilio. If you are participating in the Community on behalf of a company, organization or other entity, then “you” means that entity and you are binding that entity to these Terms and represent and warrant that you have all necessary authority to do so. If you do not have the authority or if you do not agree with these Terms, you may not participate in the Community.

These Terms apply only to the use of the Community, and Twilio reserves the right to modify these Terms from time to time by posting an updated version on the Community. Any updated version will become effective when posted. If you do not agree to any modified Terms, you may cease using the Community. Your continued use of the Community after such modification will constitute your acceptance of the modified Terms.

Additional terms may apply with respect to particular programs provided through the Community (the “Program Terms”). Such Program Terms will be made available through the applicable Program. In the event of any conflict or inconsistency between the Terms and the Program Terms, the Program Terms will control to the extent of such conflict or inconsistency, solely with respect to the applicable Program.

Prohibited Content

Expected and unexpected behavior are set forth in the Community Code of Conduct which is included at the bottom of these Terms as Exhibit A(“Code of Conduct”). In addition to the Code of Conduct and as part of your participation in the Community, you agree to not:

  • Use the Community other than in compliance with applicable laws;
  • Submit content that disrespects other users, or is abusive, offensive, or threatening. This includes material that contains defamatory, racist, homophobic, sexist, xenophobic, obscene, indecent and/or pornographic content;
  • Submit any content that infringes intellectual property rights, or otherwise violates a third party’s rights;
  • Submit content that promotes a business or other commercial venture, or otherwise use the Community for commercial purposes;
  • Use any portion of any Community for any purpose, including duplicating any portion of the Community, using any portion of the Community for your internal business operations, for production purposes or for any commercial purpose (including use in connection with any advertising or other commercial solicitation), or making available to any third party any portion of the Community;
  • Access or use of the Community if you are a direct competitor, or access or use the Community for any competitive purposes, including to build a competitive product or service, or any product or service using similar ideas, features, functions or graphics as the Community, or for purposes of benchmarking or otherwise monitoring the Community’s availability, performance or functionality.;
  • Harvest, solicit or collect information about or from other users of the Community;
  • Automate access to the Community, or monitor the Community, such as with a web crawler, browser plug-in or add-on, or other computer program that is not a web browser. You may crawl the Community to index it for a publicly available search engine, if you run one;
  • Post unsolicited or unauthorized advertising, promotional materials, "junk mail," "spam," or any other form of solicitation;
  • Send bulk emails, surveys or other mass forms of messaging to distribution lists, newsgroups, or group mail aliases;
  • Impersonate others or falsely state or otherwise misrepresent your affiliation with any person, group or entity, including falsely implying that you’re affiliated with or endorsed by Twilio;
  • Hyperlink to images or other non-hypertext content on the Community on other webpages;
  • Remove any marks showing proprietary ownership from materials you download from the Community;
  • Show any part of the Community on other websites with iframe or otherwise reformat, redistribute or “frame” any portion of the Community;
  • Disable, avoid, or circumvent, damage or otherwise interfere with any security or access-related features or restrictions of the Community, features that prevent or restrict the use or copying of content from the Community, or features that enforce limitations on the use of the Community;
  • Submit to or through the Community any malware, viruses, Trojan horses, spyware, worms, or other malicious or harmful code;
  • Strain infrastructure of the Community with an unreasonable volume of requests, or requests designed to impose an unreasonable load on information systems underlying the Community; or
  • Encourage others to do any of the above

You are responsible for obtaining, maintaining and paying for all hardware and all telecommunications and other products or services needed to use or access the Community.

Your Account

To be a part of this Community, you must create and log into an account. You must be 16 years or older to make an account or use the Community. If you create an account, you agree to provide, at a minimum, a valid e-mail address that is associated with Twilio and to keep that address up-to-date. You also must select a secure password for your account, and keep it secret. You are responsible for maintaining the security of your account credentials for the Community. You may close your account at any time by sending us an email at community@segment.com.

You are solely responsible for all action taken using your account, whether authorized by you or not. You agree to (a) notify Twilio immediately at community@segment.com if you suspect your password or account has been compromised or any other breach of security, and (b) ensure that you exit from your account at the end of each session. Twilio will not be liable for any loss or damage arising from your failure to maintain the confidentiality of your password and account.

Twilio may restrict, suspend, or close your account on the Community at any time and for any or no reason, including if we believe that you’ve breached any provision of these Terms.

Your Content

The content you submit to the Community belongs to you and are solely responsible for such content (“Content”). Content submitted to the Community by you or other users is not endorsed by us and does not necessarily reflect our opinion, and you agree not to wrongly imply that content you submit to the Community is sponsored or approved by Twilio. Twilio has no obligation to store, maintain, or provide copies of Content you submit and does not guarantee any confidentiality with respect to your Content. If you disclose personal information in the Community, you do so at your own risk.

You represent and warrant that you will be responsible for the accuracy, completeness, quality and legality of Content in connection with the Community, the means by which you acquired such information, and your use of Content in connection with the Community. Your first name, last name, profile picture, location and other information you provide in connection with the Community, may be publicly displayed, including on any profile page or in connection with your activities.

Twilio does not typically edit or pre-screen Content in the Community. However, Twilio reserves the right to remove, screen, edit, or reinstate Content without notice to you for any reason or no reason, including if, in Twilio’s sole judgment, it does not adhere to the Terms or is otherwise objectionable, inappropriate, inaccurate, or harmful. Moderators may take any actions they deem appropriate to enforce these Terms, including, but not limited to, editing or deleting Content and temporarily or permanently banning individual users.

By submitting your Content to the Community, you hereby grant to Twilio a worldwide, non-exclusive, perpetual, royalty-free, fully-paid, transferable and sub-licensable right to to use, reproduce, distribute, prepare derivative works of, and publicly display and perform your content (including your Feedback, as defined below) in connection with the Community and our business (including without limitation for our marketing and publicity purposes). Please do not post Content on the Community if you do not want to grant Twilio the above mentioned rights.

Privacy Notice

Being a part of the Community requires Twilio to collect and use your information. Use of the Twilio Community is subject to the Twilio Privacy Notice.

No Official Support

Information, advice or other material of any kind about Twilio products and services, or the Community made available through any message board or forum in the Community are made for your general knowledge only and is not official support provided by Twilio. Twilio employees or representatives may post on the Community, but this is not a replacement for official Twilio support. Twilio does not guarantee a response to any post on the Community. You understand that posts on the Community are addressed to your peers and other users and not Twilio and Twilio does not guarantee that any support issue will be addressed on the Community. For answers to your specific questions please contact the Community manager at community@segment.com. For official support with account-related questions, please friends@segment.com . You acknowledge that opinions expressed in Content on the Community are those of contributors of such Content only and do not reflect the opinions or policies of Twilio or its affiliates.


If you provide or otherwise make any suggestions, enhancement requests, recommendations, corrections or other feedback available to Twilio (“Feedback”), whether related to the Community or otherwise, then the terms applicable to Content will also apply to such Feedback, and you hereby acknowledge and agree that such Feedback is not confidential, and that your provision of such Feedback is gratuitous, unsolicited and without restriction, and does not place Twilio under any fiduciary or other obligation.

Intellectual property

Twilio and its licensors own and reserve all rights, title and interests in and to the Community, including but not limited to the technology, and software used to provide the Community, which are protected by proprietary rights and laws, including all related intellectual property rights.

You may not use any trade name, trademark, service mark or logo, the Twilio logo, any other trademarked names, characters, events, or words of Twilio or Twilio’s affiliates in any manner without Twilio’s express prior written permission. All trade names, trademarks, service marks and logos in or available through the Community that are not owned by Twilio or Twilio’s affiliates are the property of their respective owners. Nothing in these Terms and nothing in or available through the Community should be construed as granting any right to use any trade name, trademark, service mark or logo without the express prior written consent of its owner. You will not bid on or purchase any keyword that is Twilio’s trademark, service mark or logo in any keyword advertising service (such as Google AdWords).

Except as expressly set forth otherwise in these Terms, nothing in these Terms, and nothing in or available through the Community, should be construed as granting, directly or by implication, estoppel or otherwise, any right or license with respect to any proprietary right (including any intellectual property right) of Twilio and its affiliates and Twilio and its affiliates retain all right, title and interest in and to their proprietary rights.


Any sweepstakes, contests, raffles, surveys, games or similar promotions (collectively, “Promotions”) available in or through the Twilio’s Community may be governed by rules that are separate from the Terms. If you participate in any Promotions, please review the applicable rules. To the extent of any conflict or inconsistency between the Terms and any Promotion rules, the Promotion rules will control.


It is Twilio’s policy to respond to claims that materials uploaded by users of the Community infringes another person’s copyright. If you are a copyright owner or an agent thereof, please report the alleged copyright infringement taking place on or through the Community by completing this DMCA Notice Form or by contacting us via legalnotices@twilio.com.

Twilio has adopted a policy of terminating, in appropriate circumstances, accounts of users of the Community who are deemed to have submitted content that infringes the intellectual property rights of others.

Disclaimers and Limitations of Liability




You will defend Twilio and its affiliates and each of their directors, officers, and employees (“Twilio Indemnified Party “)from and against any claim, demand, suit, or proceeding made or brought against a Twilio Indemnified Party by a third party arising from or related to: (a) your use or attempted use of Community in violation of these Terms, (b) your violation of any law or rights of any third party, or (c) any Content you post to the Community, including without limitation any claim of infringement, misappropriation, or violation of any intellectual property, privacy, or other rights. You will indemnify Twilio from any fines, penalties, damages, attorneys’ fees, and costs awarded against a Twilio Indemnified Party or for settlement amounts that you approve.

Links to Third-Party Sites

The Community may contain links to third-party sites. Accessing any other internet sites linked to this website is at your own risk. Twilio is not responsible for the accuracy or reliability of any information, data, opinions, advice, or statements made on these sites. Twilio provides these links merely as a convenience and the inclusion of such links does not imply an endorsement. Any links posted by you are subject to all these Terms like any other Content on the Community. You may not post a link that directs users to any content or information that would constitute a violation of these Terms.


You may close your account and discontinue your use of the Community at any time. To close your account send an email to community@segment.com. Immediately upon any such termination or suspension, your right to use the Community will permanently or temporarily cease (as applicable), and Twilio may deactivate or delete your login credentials and account, and all associated information, data, content or other materials, without any obligation to provide further access to those materials.

We may close your account or suspend your ability to use all or portions of the Community, without or without cause, and with or without notice to you. We reserve the right to (1) discontinue, impose limits on, or restrict access to any aspect of the Community at any time, with or without cause or notice, including the availability of any of the features, delivery services, databases, or content, or (2) edit or delete any documents, information, or other content appearing in in the Community.

The following Sections survive the termination of these Terms: 3 (Your Content), 5 (Feedback), 6 (Intellectual Property), 9 (Disclaimers and Limitations of Liability), 10 (Indemnification), 13 (Termination), and 14 (General).


These Terms represent the complete agreement concerning the subject matter of the Terms. These Terms shall be governed by and construed in accordance with the laws of the State of California and the laws of the United States, without giving effect to any principles of conflict of law. You agree that any action at law or in equity arising out of or relating to these Terms shall be filed only in the state or federal courts located in San Francisco, California, and you hereby consent and submit to the personal jurisdiction of such courts for the purposes of litigating any such action. The parties specifically disclaim applicability of the United Nations Convention on Contracts for the Sale of Goods. If any of the provisions of these Terms shall be unlawful, void, or for any reason unenforceable, then that provision shall be deemed severable from these Terms and shall not affect the validity and enforceability of any remaining provisions. Nothing in these Terms limits our right to comply with law enforcement or other governmental or legal requests or requirements relating to your use of the Community or information provided to or gathered by Twilio with respect to your use of the Community.

Exhibit A

Community Code of Conduct


The Community is dedicated to providing a safe, inclusive, welcoming, and harassment-free space and experience for all, regardless of gender identity and expression, sex, sexual orientation, disability, physical appearance, socioeconomic status, body size, ethnicity, nationality, level of experience, age, or religion (or lack thereof) and we do not tolerate discrimination or harassment in any form. This Community Code of Conduct (“Code of Conduct”) applies to all users of the Community. Twilio may implement additional guidelines based on a particular situation, which will be publicly available to you and you are responsible for knowing and abiding by these guidelines. Please help Twilio create a safe and positive experience for everyone who participates in the Community.

Expected Behavior.

Participate in an authentic and active way. In doing so, you contribute to the health and longevity of this Community. Exercise consideration and respect in your speech and actions. Attempt collaboration before conflict. Refrain from demeaning, discriminatory, or harassing comments. Be mindful of your fellow Community participants and contact Twilio via email at community@segment.com if you notice a dangerous situation, someone in distress, or someone violating this Code of Conduct, even if it seems inconsequential.

Unacceptable Behavior.

Unacceptable behavior includes intimidating, harassing, abusive, discriminatory, derogatory or demeaning speech and comments by you online or in-person. Harassment includes, but is not limited to, harmful or prejudicial verbal or written comments related to gender, gender identity, gender expression, sexual orientation, sex, race, religion (or lack thereof), disability, inappropriate use of nudity and/or sexual images, deliberate intimidation, stalking or following, harassing photography or recording, sustained disruption of talks or other events, inappropriate contact, and unwelcome sexual attention. Unacceptable behavior also includes engaging in any activities that violate any laws or regulations.

Consequences of Unacceptable Behavior.

Twilio will not tolerate any unacceptable behavior from you and if you are asked to stop unacceptable behavior you are expected to comply immediately. If you engage in unacceptable behavior, Twilio may take any action we deem appropriate, up to and including a temporary ban or permanent removal from the Community and any other program offered by Twilio.


If you experience or witness (or have experienced or witnessed) violations or community@segment.com. If you are experiencing a life-threatening emergency, dial the appropriate emergency services number based on your geographic location (i.e., 9-1-1 in North America).

Addressing Grievances.

If you feel you have been falsely or unfairly accused of violating this Code of Conduct, notify Twilio via email at community@segment.com with a concise description of your grievance and Twilio will investigate the nature of the grievance. Twilio’s decision on any grievance will be final..