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Twilio has certified with the EU-U.S. Privacy Shield Framework as set forth by the U.S. Department of Commerce regarding the collection, use, and retention of “personal data” (as defined under the Privacy Shield principles) from applicable European Union member countries. Twilio has certified that it adheres to the Privacy Shield Principles of notice, choice, onward transfer, security, data integrity, access, and enforcement for such personal data. To learn more about the Privacy Shield, view a list of entities who have current certifications under Privacy Shield, or view Twilio’s certification, please visit http://www.privacyshield.gov. As required under the principles, when Twilio receives information under the Privacy Shield and then transfers it to a third-party service provider acting as an agent on Twilio’s behalf, Twilio has certain liability under the Privacy Shield if both (i) the agent processes the information in a manner inconsistent with the Privacy Shield and (ii) Twilio is responsible for the event giving rise to the damage.

If you have any questions or complaints about Twilio’s privacy practices, including questions related to the Privacy Shield, you may contact us via email at privacy@twilio.com, or by mail at either of the addresses below, and we will work with you to resolve your issue:

Twilio Inc.
375 Beale Street, Suite 300
San Francisco, CA 94105

Twilio Ireland Limited
25-28 North Wall Quay
Dublin 1, Ireland

If you are a resident of the European Union and are dissatisfied with the manner in which we have addressed your concerns about our privacy practices, you may seek further assistance, at no cost to you, from our designated Privacy Shield independent recourse mechanism:

American Arbitration Association/International Centre for Dispute Resolution

Residents of the European Union may elect to arbitrate unresolved complaints but prior to initiating such arbitration, you must: (1) contact Twilio and afford us the opportunity to resolve the issue; (2) seek assistance from Twilio’s designated independent recourse mechanism above; and (3) contact the U.S. Department of Commerce (either directly or through a European Data Protection Authority) and afford the Department of Commerce time to attempt to resolve the issue. Each party shall be responsible for its own attorney’s fees. Please be advised that, pursuant to the Privacy Shield, the arbitrator(s) may only impose individual-specific, non-monetary, equitable relief necessary to remedy any violation of the Privacy Shield Principles with respect to the individual. Twilio is subject to the investigatory and enforcement powers of the U.S. Federal Trade Commission (FTC).

In addition to the rights granted to Twilio users to access, modify, and delete data we have collected from those users, some international users (including those whose information we collect under the Privacy Shield) have certain legal rights to access certain information we hold about them and to obtain its deletion. To exercise those rights, these users may contact us at privacy@twilio.com with their request.