Acceptable Use

Customer use rules for Bolt Internet services

Effective September 15, 2026

Policy at a glance

Bolt believes internet access should be open, secure and reliable. This Acceptable Use Policy exists to protect customers, our network and the broader Internet, not to restrict lawful use of your connection. We apply this policy reasonably, proportionately and in accordance with applicable law. This summary is provided for convenience only. If there is any difference between this summary and the full Acceptable Use Policy, the full policy governs.

• Use your Bolt Internet service legally, responsibly and respectfully.
• Don't use your connection to send spam, distribute malware, attack networks, commit fraud or break the law.
• Protect your devices and Wi-Fi with strong passwords and current software updates.
• If your connection is compromised (for example by malware or a botnet), we'll work with you to resolve the issue before taking action whenever reasonably possible.
• If activity puts our network or other customers at immediate risk, we may restrict, suspend or terminate the affected Service as permitted by law and your Service Agreement.
• We don't routinely monitor what you do online, but we may investigate abuse reports, security incidents or legal requests.

1. Introduction

Bolt Internet Services Ltd. ("Bolt", "we", "us" or "our") is committed to being a responsible internet service provider and network citizen. This Acceptable Use Policy (the "AUP") explains the rules that apply to your use of Bolt Services.

This AUP forms part of your "Service Agreement" with Bolt. All defined terms in this Acceptable Use Policy follow those set out in the Terms and Conditions.

If you do not agree with this AUP or the Service Agreement, you should stop using the Services and contact Bolt to cancel your Services in accordance with the Service Agreement.

This AUP applies regardless of whether the Services are delivered using facilities, networks, systems, equipment or support provided by Bolt, Kurnl Systems Ltd., another affiliated company, a wholesale provider, a facilities-based carrier, a contractor, a supplier or another service provider.

This AUP governs use of the Services. The Website Terms of Use govern use of Bolt's Customer Portal, public website and website content. If the documents conflict in relation to an order, Account, billing, cancellation, portal transaction or the Services, the Terms and Conditions prevail.

In this AUP, an "Internet host" means any computer, server, device, system, software, application, account, platform or other resource connected to or accessible through the internet.

If you're unsure whether something is permitted under this AUP, please contact us. We'd much rather answer a question before it becomes a problem. Questions about this AUP or the Services may be sent to Bolt Support at support@boltinternet.ca or 1-888-270-2658. Reports of suspected spam, malware or network abuse should be sent to abuse@boltinternet.ca. Copyright notices or infringement concerns should also be sent to abuse@boltinternet.ca. Security threats should be sent to security@boltinternet.ca. Bolt may require enough information to identify the Account, activity or material involved and to assess or route the report.

2. General and prohibited uses

The Services and any equipment we provide are intended for the use described in your Service Agreement. Unless your plan specifically allows it, the Services may not be used to operate a telecommunications service provider, internet access resale service, advertising distribution business, public hosting service or other business that depends on high-volume third-party use of your connection.

You are responsible for all use of the Services through your account, connection, equipment, premises, usernames, passwords, Wi-Fi credentials or other access credentials, except where the issue was caused by Bolt or by a person for whom Bolt is legally responsible.

You must not use the Services, or allow anyone else to use the Services, in a way that is unlawful, harmful, abusive, fraudulent, threatening, invasive, disruptive, excessive or inconsistent with this AUP, the Service Agreement or applicable law.

Harassing, abusive, threatening or discriminatory language or conduct toward Bolt employees, contractors, suppliers, agents, representatives or other customers is prohibited and may result in service restrictions, suspension or termination where permitted by law and the Service Agreement.

Plans described as including unlimited data do not have a fixed monthly data allowance, and Bolt does not charge data-overage fees. Ordinary residential use is not excessive merely because it involves a large amount of data. Use may violate this AUP where it materially interferes with the network or other customers, threatens security, or involves another prohibited activity described below.

Without limiting the rest of this AUP, prohibited uses include the following:

• invading another person's privacy, collecting information about another person without authorization, or using the Services to stalk, harass, threaten, intimidate, defame, impersonate or abuse another person;
• accessing, attempting to access, probing, scanning or testing an internet host, computer, software, account, network, service, data or system without authorization, including through packet sniffers, port scanners, credential attacks or similar tools;
• sending spam, phishing messages, deceptive messages, chain letters, pyramid schemes, unsolicited bulk communications, unlawful telemarketing, automated calls or other communications that violate anti-spam, unsolicited telecommunications or consumer protection rules;
• using the Services in a way that causes complaints, causes disruption, degrades service quality, interferes with other users, overloads networks or systems, or places an unusually large burden on Bolt, an affiliated network, a supplier network or another internet host;
• exceeding the limitations of your Services, your plan, your equipment, any applicable usage rule, or any lawful requirement imposed by a provider whose facilities, networks, systems or services are used to deliver the Services;
• impersonating another person or organization, forging identifiers, hiding or misrepresenting the origin of communications, falsifying digital or manual signatures, or engaging in fraud or identity theft;
• uploading, downloading, transmitting, posting, publishing, disseminating, receiving, retrieving, storing, reproducing, distributing or providing access to material that infringes intellectual property rights, violates privacy rights, contains child sexual abuse material, non-consensual intimate images, hate propaganda, defamatory material, obscene material or other unlawful material;
• removing, falsifying or altering author attributions, legal notices, copyright notices, proprietary labels, source identifiers or similar information contained in files, software or other material;
• transmitting, storing, distributing or providing access to programs, files or information designed to defeat copy protection, registration systems, licence controls or anti-theft mechanisms;
• transmitting, storing, distributing or providing access to tools, files, programs or information designed to compromise the security of a network, system, device, account, Service or telecommunications service;
• transmitting, storing, distributing or providing access to tools, files, programs or information designed to enable fraudulent use of telecommunications, internet, payment, authentication or account services;
• interfering with computer networking or telecommunications systems, including denial-of-service attacks, distributed denial-of-service attacks, flooding, mail bombing, session disruption, excessive resource consumption, unauthorized privilege escalation, hacking or attempting to crash a host;
• using resources of an internet host without authorization, including unauthorized mail relaying, open proxy operation, open resolver operation, unauthorized data storage or unauthorized use of compute, memory, bandwidth or disk space;
• posting, transmitting, storing or distributing viruses, worms, trojan horses, ransomware, spyware, botnets, cancelbots or other harmful, disruptive or deceptive code or components;
• operating servers or public-facing services on a residential connection unless your plan expressly permits it, including mail, news, file transfer, web, proxy, DNS, chat, game, streaming, multimedia, remote access, bulletin board, host configuration or multi-user interactive services;
• reselling, redistributing or making the Services available to third parties outside your household or normal guest use, including by providing public Wi-Fi, multi-unit building access, commercial hotspot access or a separate internet service to others unless Bolt has expressly authorized it in writing;
• transmitting, receiving, storing, distributing or providing access to material or information that encourages or facilitates conduct that would constitute a criminal offence, give rise to civil liability or violate applicable law; and
• violating any applicable law, regulation, court order, administrative order, supplier requirement or governmental requirement that applies to your use of the Services.

The examples above are not exhaustive. Other conduct may violate this AUP where it is materially inconsistent with the Service Agreement, applicable law, network integrity, customer safety or responsible use of the Services. Bolt will apply this AUP reasonably and take proportionate action in accordance with the Terms and Conditions.

How Bolt responds to suspected violations is described in Section 4 (Enforcement and protecting our network).

Where Bolt receives a copyright notice or other rights-holder complaint, Bolt may process, preserve and forward the notice and related information as required or permitted by applicable law. Forwarding a notice does not mean that Bolt has determined that infringement occurred. Bolt may take further action where required by law, court order, the Service Agreement or repeated material violations.

3. Network security

You are responsible for maintaining the security of your devices, accounts, local network, Wi-Fi passwords, software, systems and any other equipment connected to or used with the Services. You should use reasonable security measures, including strong passwords, current software updates and appropriate device protections.

In addition to the general rules above, you must not use the Services for activities that include the following:

• sharing account usernames, passwords or access credentials for the purpose of unauthorized or concurrent login sessions, or allowing unauthorized access to your account or connection;
• causing any internet host, network, service, device or system to become unable to respond effectively to requests from other hosts or users;
• analyzing, testing, scanning, probing, bypassing or penetrating the security mechanisms of any internet host, account, network, device, system or service without authorization;
• forging, altering or concealing TCP/IP packet headers, routing information, source addresses, identifiers or other network information in a way that is unlawful, deceptive, abusive or disruptive;
• committing any act that compromises, or may reasonably compromise, the security or integrity of your internet host, Bolt equipment, a Bolt system, a supplier network, another customer's service or another internet host;
• using the Services in a way that causes Bolt or a supplier to be listed on a blocklist, denylist, abuse list or other reputation service;
• operating open relays, open proxies, public recursive DNS resolvers, anonymization gateways or similar services in a way that enables abuse or threatens network integrity; and
• refusing to take reasonable corrective steps after Bolt notifies you of malware, botnet activity, compromised devices, abusive traffic, security vulnerabilities or other harmful activity associated with your account or connection.

How Bolt responds to security incidents is described in Section 4 (Enforcement and protecting our network).

4. Enforcement and protecting our network

Most security issues are unintentional. Wherever reasonably possible, our goal is to help customers resolve the issue quickly so normal service can continue.

Bolt's goal is to keep our network secure, reliable and available for all customers. We will apply this Acceptable Use Policy reasonably, proportionately and in accordance with applicable law.

Bolt does not routinely monitor the websites you visit, the content of your communications or your online activities. However, we may investigate complaints, suspected violations of this Acceptable Use Policy, security incidents, abuse reports, legal requests or activity that may threaten our customers, our network or other internet users.

Where appropriate, Bolt will generally seek to resolve issues by notifying the customer and requesting reasonable corrective action before restricting or suspending a Service. Examples may include securing a compromised device, removing malware, stopping abusive activity or correcting an account or configuration issue.

If a customer does not take reasonable steps to resolve a material violation, or where the nature of the activity requires a more immediate response, Bolt may take action as permitted by the Service Agreement and applicable law. Depending on the circumstances, this may include restricting, suspending or terminating all or part of the affected Service.

Bolt may cooperate with law enforcement agencies, regulators, courts, rights holders, suppliers and other authorized parties where required or permitted by applicable law.

5. Miscellaneous

Bolt may update this AUP subject to the notice requirements in Section 8 of the Terms and Conditions and applicable law. Bolt may post an updated copy on its website and may also provide notice by email, Customer Portal message, invoice message or another permitted method. A change that materially increases a customer obligation or materially reduces a customer right will receive the direct notice required by the Terms and applicable law. Posting an updated AUP does not by itself change a key term of an existing Service Agreement where direct notice is required.

If any part of this AUP is found to be invalid, unenforceable or inconsistent with applicable law, that part may be deleted or modified to the minimum extent necessary, and the rest of this AUP will continue to apply.

Bolt's failure to enforce any part of this AUP on one occasion does not prevent Bolt from enforcing that part or any other part of this AUP later.

This AUP is governed by the governing-law provision in the Terms and Conditions, including any mandatory consumer-protection or other laws that apply to the service address.

This AUP is provided in English. If Bolt provides a translated version, the English version will govern to the extent permitted by applicable law unless Bolt expressly states otherwise.