Verify Fraud Guard

Last Updated: September 27, 2023

The Twilio Verify Fraud Guard Promise described below applies solely to Customer’s use of Twilio’s Verify Fraud Guard product.

Verify Fraud Guard is designed to prevent SMS-related pumping fraud by monitoring a customer’s current and historical SMS traffic to predict the types of SMS transmissions that are fraudulent. Verify Fraud Guard is designed to automatically block SMS transmissions that it believes to be fraudulent.

If a fraudulent SMS transmission that constitutes as pumping fraud is sent from Customer’s account that Verify Fraud Guard should have identified and blocked (“Fraudulent Messages”) and fails to do so, Twilio will credit Customer for any Verify fees and SMS fees incurred for those Fraudulent Messages (collectively, “Fraudulent Message Fees”), subject to the following conditions:

1. Fraud Guard Setting. Verify Fraud Guard must be enabled and set and maintained in Max Protection Mode.

2. Claim Submission. Customer must notify Twilio of the Fraudulent Messages within thirty (30) days of the end of the calendar month in which the Fraudulent Messages were sent via a Customer Support ticket. The support ticket must include all relevant and required information, and Customer must provide any additional information requested by Twilio.

3. Twilio Review. Any claims of Fraudulent Messages are subject to the review and approval by Twilio. To the extent Twilio confirms there were Fraudulent Messages that should have been identified and blocked by Customer’s use of Verify Fraud Guard, Twilio will issue Customer a credit equal to the Fraudulent Messages Fees. To the extent Twilio determines that any SMS sent were not Fraudulent Messages, Customer remains liable for all fees associated with those SMS.

4. Credit Eligibility. In addition to the requirements set forth above, Customer is only entitled to a credit for Fraudulent Messages in the following instances:

(a) Customer is using the Twilio Verify Fraud Guard product and not a non-Verify version of Fraud Guard, and

(b) The Fraudulent Messages are the direct result of SMS pumping fraud, also known as Artificially Inflated Traffic (AIT), which involves intentionally inflating SMS traffic to profit from resulting charges incurred by mobile network subscribers. Additional information about SMS pumping fraud can be found here.

Any credits issued to Customer by Twilio for Fraudulent Message Fees constitute Customer’s sole and exclusive remedy for any Fraudulent Messages sent.