Privacy Policy

Customer, website and service privacy practices

Effective September 1, 2026

1. Privacy at a glance

Bolt provides residential Internet, television, streaming or other add-on services (including services supplied by third-party partners). We need certain personal information to create and manage accounts, activate and support the services you select, bill customers, protect our systems and networks, coordinate with service partners and comply with legal and regulatory obligations. We aim to collect only what we reasonably need and to explain our practices in plain language.

2. About this Policy

This Privacy Policy explains how Bolt Internet Services Ltd. ("Bolt", "we", "us" or "our") collects, uses, discloses, retains and protects personal information in connection with our Internet, television, streaming and other add-on services, together with related installation, equipment, applications, account, billing and support services (the “Service”), as well as our website, www.boltinternet.ca (the “Website”).

This Policy applies to personal information about prospective and current customers, account holders, users of the Service, visitors to the Website, or any other individuals who contact us. It also applies to personal information about job applicants.

"Personal information" means information about an identifiable individual. It does not include information that has been aggregated or anonymized such that there is no longer a serious possibility of it being associated with an identifiable individual, or information used to contact an individual at their place of business (i.e. job title, business telephone number and business email).

3. Personal information we collect

The personal information we collect may include:

• Identity and contact information. Name, service and billing addresses, email address, telephone number, preferred language and authorized account users.
• Account and service information. Account number, username, authentication details, Internet or add-on service plan, television package or subscription selection, partner account identifier (where applicable), activation and installation information, appointment records, account status, service history, preferences and consents.
• Billing and payment information. Amounts billed and paid, payment method, transaction information, refunds and collection status. Payment card information may be collected directly by a payment processor acting on our behalf, and Bolt may receive limited payment details and transaction results.
• Equipment and network information. Internet Protocol (IP) addresses, device and equipment identifiers such as MAC addresses and serial numbers, router, optical network terminal, set-top box, remote, application and eligible-device information, network configuration, connection or activation status, signal or performance metrics, diagnostic information, assigned addresses and related technical logs.
• Service usage information. Data usage totals, connection times, service events, outage information and information needed to operate, secure, maintain or troubleshoot the Service. Bolt does not routinely access the content of customer communications except where technically necessary, requested by the customer, permitted by consent or permitted or required by law.
• Television, streaming and add-on information. If you select one of these services, we may collect package and subscription details, partner-account and device identifiers, activation status, billing and support records, and limited usage or diagnostic information where Bolt receives it for billing, support, troubleshooting or compliance.
• Customer support and communications. Emails, chat transcripts, support tickets, notes, complaint records, technician reports and recordings of calls or online sessions when notice is provided and recording is used.
• Installation and building-access information. Unit number, appointment availability, access instructions, building or property-management communications and installation photographs or notes where reasonably required to complete or document work.
• Website and digital information. IP address, browser and device type, pages viewed, referral source, session information, cookie identifiers, form submissions and interaction with our website, portal, emails or digital advertising, some of which we may collect automatically using cookies or similar technologies. For more information, see “Website technologies and cookies” below.
• Marketing preferences and feedback. Communication preferences, survey responses, reviews, referral information and participation in promotions.
• Employment information. For job applicants, education and employment history, information relating to qualifications, and the results of any criminal-record or background checks.
• Other information. Any other information you provide or that we explain at or before the time we collect it.

4. How we collect personal information

We may collect personal information:

• directly from you when you check availability, request information, create or manage an account, order or use a Service, make a payment, contact support, complete a survey, apply for work or otherwise interact with us;
• from another account holder or authorized user who represents that they have authority to provide the information or act for you;
• from telecommunications, network, television, streaming or add-on partners, payment, fraud-prevention or identity-verification providers; and
• automatically through the Service or the Website.

5. How we use personal information

We use your personal information to provide services you request, for other purposes you have agreed to, or as otherwise allowed by law. This includes:

• Provide and manage the Service. Check availability, create accounts, verify identity and authority, authenticate customers before discussing or making changes to accounts, schedule installation, activate or modify service, configure equipment, provide customer portals and carry out customer requests.
• Operate and support our network. Monitor service status and performance, troubleshoot, maintain equipment, manage capacity, detect outages, communicate planned maintenance or service interruptions, provide technical support and coordinate with third-party network providers or other service providers.
• Bill and collect amounts owing. Process payments, issue invoices, administer credits and refunds, prevent payment fraud and collect overdue accounts.
• Communicate with you. Send service, billing, outage, security, appointment, policy and account notices; respond to inquiries; and provide information you request.
• Protect customers, systems and the public. Authenticate users, maintain logs, detect and prevent fraud, spam, malware, misuse, security incidents or violations of our agreements, and investigate complaints or disputes.
• Improve and develop our business. Understand service performance and customer needs, train staff, improve support processes, conduct analytics, plan network and product improvements and create aggregated or anonymized business information.
• Market services. With your consent, provide offers, promotions or information about Bolt or related services. You can unsubscribe from commercial electronic messages at any time.
• Comply with legal and regulatory obligations. Meet tax, accounting, telecommunications, privacy, consumer-protection, copyright, court-order, lawful-access and regulatory requirements; respond to regulators; and establish, exercise or defend legal claims.
• Manage corporate transactions. Evaluate or complete a financing, reorganization, merger, acquisition, sale or transfer of all or part of our business, subject to appropriate confidentiality and legal safeguards.
• Recruit personnel. Evaluate job applicants, verify qualifications and, where appropriate, conduct criminal-record or background checks.

6. Consent and your choices

You may withdraw your consent to our collection, use or disclosure of your personal information by contacting us. However, certain personal information is necessary to provide the Service, such as contact, account, billing, equipment, network and partner-service information used to activate, operate, bill for and support Internet service and any optional television, streaming or add-on service you select. If you do not provide or permit us to use information that is essential, we may be unable to provide or continue the affected Service.

You may unsubscribe from promotional emails or text messages by using the unsubscribe mechanism in the message or by contacting us. You will continue to receive service-related communications that are necessary to administer your account, protect the network or meet legal obligations.

7. When we share personal information

We may disclose or transfer personal information as follows:

• Service providers. We may use vendors for payment processing, banking, billing, customer relationship management, ticketing and helpdesk services, communications, call-centre or technical support, installation, field service, cloud hosting, data storage, cybersecurity, analytics, marketing, document management, debt collection, audit, legal and other professional services. Providers acting for Bolt may use information only to provide contracted services or as otherwise permitted by law.
• Property and building representatives. We may share limited information with property managers, strata corporations, developers, owners or building personnel where necessary to confirm eligibility, arrange access, complete installation, manage infrastructure or address a building-level service issue. We will not disclose unrelated account or billing details without authority.
• Telecommunications, infrastructure and network providers. We may share information with carriers, network operators, wholesale network providers, infrastructure providers, Internet exchanges, equipment suppliers or other providers where reasonably necessary to route traffic, provision, repair or support service, prevent abuse or satisfy industry processes.
• Television, streaming and add-on partners. If you request a partner-delivered service, Bolt may disclose the contact, account, address, subscription, billing, equipment and support information needed to check eligibility, activate and support the service, process billing and manage cancellation. The partner may independently handle information under its own privacy policy and customer terms.
• Payment and fraud parties. We may share information with financial institutions, payment processors, fraud-prevention services or collection agencies where used, permitted and reasonably necessary.
• Professional advisors and insurers. We may disclose information to lawyers, accountants, auditors, consultants and insurers subject to professional duties or confidentiality requirements.
• Legal, regulatory and safety purposes. We may disclose information where permitted or required by law, including in response to a valid subpoena, warrant, court order or other lawful demand; to regulators; to investigate suspected unlawful activity or a breach of an agreement; to collect a debt; or where necessary to address an emergency involving life, health or security.
• Business transactions. Information may be disclosed to prospective or actual purchasers, investors, lenders or transaction advisors in connection with a proposed or completed corporate transaction, subject to appropriate restrictions and applicable law.
• At your direction or with consent. We may disclose information to a person you authorize or for another purpose you approve.

We do not sell or rent personal information.

8. Service providers and processing outside Canada

Bolt remains responsible for personal information under its control when it is processed by a service provider. We use contractual, administrative and technical measures appropriate to the sensitivity of the information and the nature of the service to require providers to protect information and use it only for authorized purposes.

Some service providers may store or process personal information outside your province or outside Canada. In those circumstances, the information may be subject to the laws of the jurisdiction where it is processed and may be accessible to courts, law enforcement or national security authorities in that jurisdiction in accordance with local law.

A television, streaming or add-on partner may independently process information for partner-managed accounts, applications, content delivery, viewing activity and platform operation. Its privacy policy applies to information under its control, and you should review its privacy policy for more information on how it handles your personal information.

9. Website technologies and cookies

We may use cookies, pixels, software development kits, local storage and similar technologies deployed by us or third parties.

Cookies are small data files stored on your device that identify your browser. We use session cookies, which expire when you close your browser, and persistent cookies, which remain on your device. Persistent cookies generally may be managed through your browser settings.

Pixels (also known as web beacons) are small pieces of code embedded in a website, video, email or advertisement that send information about your activity to a server.

App technologies. Our Service may include software development kits and other non-browser-based technologies that send information about your usage to a server.

Analytics services. We use various third parties, including Google Analytics (policies.google.com/technologies/partner-sites), to collect analytics information regarding user behaviour and demographics on the Website. For more information about how these third parties collect, process and protect personal information, please review their respective privacy policies.

We may use these technologies to:

• operate secure sign-in, forms, shopping or account-management features;
• remember settings and preferences;
• measure website performance and understand how visitors use our digital services;
• diagnose problems and protect against fraud or abuse; and
• support advertising or measure advertising campaigns.

You may manage cookies through available consent tools and your browser settings. Blocking essential cookies may prevent parts of the website or customer portal from working. You can opt out of targeted advertising by visiting the Network Advertising Initiative or the Digital Advertising Association of Canada websites.

10. Retention, accuracy and safeguards

10.1 Retention and disposal

We retain personal information only for as long as reasonably necessary to fulfill the purposes described in this Policy, meet legal and regulatory requirements, manage disputes, enforce agreements and maintain appropriate business records. Retention periods vary based on the type of information, sensitivity, the customer relationship and applicable requirements.

When information is no longer reasonably required, we use appropriate measures to securely delete, destroy or anonymize it. Information may remain in backups until it is overwritten or deleted in the ordinary course, subject to access restrictions and retention controls.

10.2 Accuracy

We take reasonable steps to keep personal information accurate, complete and current for the purposes for which it is used. Customers are responsible for providing accurate information and for promptly updating account and contact information. You may request correction as described below.

10.3 Security safeguards

We use physical, administrative and technical safeguards appropriate to the sensitivity, amount, format and location of personal information. These may include role-based access, authentication controls, encryption where appropriate, logging and monitoring, network and endpoint security, secure development and configuration practices, vendor due diligence, confidentiality obligations, staff training, incident-response procedures and secure disposal.

No system or transmission method is completely secure. Customers should protect account credentials, use unique passwords, secure their devices and home networks, install updates and promptly report suspected account compromise or fraudulent communications.

11. Accessing or correcting your information

You may request:

• confirmation of whether we hold personal information about you;
• access to personal information under our control and information about how it has been used or disclosed;
• correction of personal information that is inaccurate or incomplete; and
• information about our privacy policies, practices, complaint process and relevant service providers.

Submit a written request to the Privacy Officer using the contact information in Section 12. We may need to verify your identity and authority before responding. Identification collected for this purpose will be used only to verify and process the request.

We will correct information that is shown to be inaccurate or incomplete. Where appropriate, we will notify relevant third parties of a correction or note an unresolved disagreement in the record. We generally do not charge for access, but may charge a reasonable fee where permitted after giving notice.

12. Questions, complaints and contact information

Bolt has designated a Privacy Officer to oversee compliance with this Policy, respond to inquiries and access requests, and investigate privacy complaints.

13. Changes to this Policy

We may update this Policy to reflect changes in our services, technologies, vendors, legal requirements or privacy practices. The current version will be posted at www.boltinternet.ca with the effective or last-updated date.

If a change is material, we will provide additional notice appropriate to the circumstances, such as by email, account message or a prominent website notice, and obtain consent where required. We review this Policy periodically and whenever there is a material change to our handling of personal information.