Terms and Conditions

Residential Internet Services

Effective September 15, 2026

Agreement at a glance

This page summarizes key terms for convenience. It does not replace or form part of your Service Agreement. Your customer-specific Service Summary contains your plan, speed, recurring price and any promotion or other customer-specific terms.

• Your Internet service is month-to-month, with no fixed-term commitment and no cancellation fee.
• Standard installation, activation, shipping, NSF/returned-payment, reconnection, reactivation and standard equipment-return fees are $0.
• All residential plans include unlimited data, with no monthly data allowance or data-overage fees. High data use alone is not a breach.
• You may cancel at any time, effective on the date requested, and receive a daily pro-rated refund of unused prepaid Internet service.
• Bolt will give advance notice before changing key contract terms where required by law and uses customer-protection processes modelled on the CRTC Internet Code.
• If you are dissatisfied with Bolt's response to a complaint, you may contact the Commission for Complaints for Telecom-television Services (CCTS).
• Nothing in these Terms limits a right or remedy that cannot legally be waived.

1. About these Terms and your Service Agreement

1.1 These Terms and Conditions govern residential Internet services provided by Bolt Internet Services Ltd. ("Bolt", "we", "us" or "our").

1.2 Your "Service Agreement" consists of:

• your customer-specific Service Summary;
• these Terms and Conditions;
• Bolt's Acceptable Use Policy, incorporated by reference;
• Bolt's separate Privacy Policy, which governs Bolt's handling of personal information; and
• any promotion or service-specific terms expressly provided to you.

1.3 The Agreement at a Glance is a non-contractual summary for convenience. Your Service Summary contains your customer-specific plan details. Bolt does not prepare a separate version of these Terms for each customer.

1.4 If documents conflict, the Service Summary prevails for customer-specific prices, Services, promotions and plan details. These Terms prevail for general service, billing, cancellation, refund, liability and operational matters. The Acceptable Use Policy governs detailed use restrictions. The Privacy Policy governs Bolt's handling of personal information.

1.5 A binding contract is formed when Bolt accepts your order and sends an order confirmation or otherwise confirms acceptance. Bolt will provide you with a copy of your Service Agreement. Service and recurring billing begin when Bolt confirms activation or the Service becomes available for use, whichever occurs first.

1.6 Bolt is not currently subject to the CRTC Internet Code. Bolt nevertheless intends its customer documents and operating processes to meet the customer-protection principles reflected in the Internet Code.

1.7 "Service" means the residential Internet service and related installation, account, billing and support services identified in your Service Summary. "Equipment" means any modem, router, optical network terminal, mesh device, adapter or other hardware supplied for use with the Service. "Account" means the customer account through which the Service is ordered, billed, accessed or managed.

2. Eligibility, account holders and authorized users

2.1 You must be at least the age of majority in your province or territory and have legal authority to enter the Service Agreement. You must provide accurate and current account, contact, billing and service-location information and promptly update it when it changes.

2.2 The account holder is responsible for the Account and may authorize other individuals to discuss, use or manage the Service. Bolt may verify identity and authority before disclosing account information or accepting instructions. Unless Bolt agrees otherwise, only the account holder may cancel the entire Account, change ownership or give another person equivalent authority.

2.3 You are responsible for use of the Service by household members, guests and authorized users. Ordinary household and guest use at the service address is permitted; resale, commercial redistribution or extension of service to other premises requires Bolt's written approval.

2.4 If you rent or do not control the service premises, you confirm that you have obtained any permission required for work within your unit.

3. Service availability, networks and speeds

3.1 Availability checks and estimated installation dates are preliminary. Service is subject to final address qualification, network capacity, compatible facilities and successful activation. Bolt may decline or cancel an order if service cannot reasonably be provided.

3.2 If Bolt or a network provider determines that the ordered Service cannot be activated at your address, Bolt will cancel the unavailable Service without a cancellation fee and refund all prepaid Service fees. Standard installation and activation charges are $0.

3.3 Internet speeds are described as "up to" the speed stated in your Service Summary unless Bolt expressly promises another performance measure. Actual speed and performance may vary because of Wi-Fi conditions, home wiring, customer devices, simultaneous use, Internet congestion, third-party services, network design, maintenance, outages and other factors.

3.4 Bolt may use its own resources or the resources of affiliates, network providers, carriers, infrastructure providers, installers and contractors. Bolt may change an underlying supplier, routing method or technology to provide, maintain, restore, migrate or improve the Service. Bolt remains the contracting service provider and responsible to you for its obligations under the Service Agreement.

3.5 Internet service is not an emergency or life-safety service and should not be relied upon as the sole means of contacting emergency services. Power failures, Equipment failures or network outages may prevent Internet-dependent communications and connected devices from operating.

3.6 Services are provided only at the approved service address. Plans, promotions, pricing, speeds and availability may vary by geography, building or address because of network, building-access, commercial or deployment conditions. The plan and price offered to you will be disclosed in your Service Summary before you accept the order. A move requires a new availability check and may result in different terms.

4. Installation, activation, access, Equipment and Software

4.1 Bolt or an authorized installer may need reasonable access to your unit, wiring and Equipment to install, activate, inspect, maintain, repair or replace the Service. You must provide safe and timely access at the agreed appointment time and disclose relevant hazards or access restrictions.

4.2 There is no charge for a service visit required because of the Bolt Service, Bolt's network or supplied Equipment. A $300 service-visit charge may apply only if the visit is required because of customer-owned equipment or wiring, customer-caused damage or alteration, denied or unsafe access to your premises, or another circumstance reasonably within your control. Bolt will advise you before the visit if this charge may apply and will explain the basis if it is charged.

4.3 A $150 missed-appointment charge may apply if you cancel or reschedule less than 24 hours before the appointment, or if the technician cannot obtain the access you agreed to provide. No charge applies if Bolt or its installer misses or cancels the appointment. Bolt will disclose the potential charge when the appointment is booked.

4.4 Equipment is provided at no charge and no recurring equipment fee applies. Equipment remains the property of Bolt or an affiliate, may be used only with the Service at the approved service address, and must not be sold, pledged, removed from that address without permission, intentionally damaged, materially modified, opened, reverse-engineered or tampered with.

4.5 You do not need to return Equipment when you cancel the Service or when Equipment is replaced. Equipment must remain at the approved service address unless Bolt instructs otherwise. Bolt will replace supplied Equipment at no charge when reasonably required because of normal wear, defect, ordinary malfunction or another cause that is not your fault. Bolt may ask you to cooperate with reasonable troubleshooting and replacement steps.

4.6 Bolt may charge $250 if, after reasonable investigation, it determines that supplied Equipment was removed from the approved service address without authorization, sold, pledged, disposed of, stolen by the customer, or damaged by the customer. Bolt will give notice of the determination and the basis for the charge. No charge applies for normal wear and tear, defect or ordinary malfunction.

4.7 Bolt may remotely configure, update, manage or troubleshoot Equipment and embedded software where reasonably required for security, compatibility, network integrity or service performance. Customer-owned equipment must be compatible and safely configured. Bolt may attempt reasonable troubleshooting but is not responsible for supporting customer-owned devices.

5. Billing, taxes and payment

5.1 Recurring monthly charges are billed in advance. Your invoice will identify the billing period, recurring charges, any permitted one-time charges, credits, taxes, payment due date and amount due. All amounts are in Canadian dollars.

5.2 Bolt may provide invoices electronically by email or through the Customer Portal. You may request a paper bill, which Bolt will provide without charge. Accessible-format copies will be provided where required by law or reasonably needed for accessibility.

5.3 Bolt accepts credit-card payment and does not currently offer pre-authorized debit from a bank account or online-banking payments. You must pay each invoice by the due date. Bolt may retry a failed card payment where authorized. The NSF/returned-payment fee is $0.

5.4 Amounts not paid by the due date accrue interest at 2% per month (26.82% per year), or the highest lawful rate if lower. Bolt may use a collection agency or report payment experience to a credit bureau only where permitted by law and disclosed in the Privacy Policy.

5.5 Promotional pricing, discounts or included features apply for the period stated in the Service Summary. Bolt will provide any notice of expiry or price change required by law. After a promotion ends, the disclosed regular price will apply.

5.6 Speed Match. If you select Speed Match and it is available at your address, you receive service at up to 1,500 Mbps for the first 25 calendar days after activation at the Essential monthly rate shown in your Service Summary, plus tax. This is a paid introductory offer, not a free trial or a guarantee of speed on any device. During those 25 days, Bolt reviews technical information about your connection, such as usage levels and periods of high demand, to recommend a plan. The recommendation is optional; you may choose any plan available at your address. Your chosen plan and its disclosed price take effect on day 26, with charges prorated for any partial billing period. If you do not choose, we will notify you and move your service to Essential at its disclosed price. You may change plans or cancel under Sections 8 and 9.

6. Unlimited data and acceptable use

6.1 Bolt's residential Internet plans include unlimited data. There is no monthly data allowance and no data-overage fee. High data use by itself is not a breach of the Service Agreement and will not result in a volume-based charge.

6.2 Unlimited data does not permit unlawful activity, malicious traffic, attempts to compromise security, operation of an unauthorized commercial or public service, resale, use that materially interferes with the network or other customers, or any other material breach of the Acceptable Use Policy.

6.3 If Bolt reasonably suspects malicious use, a material Acceptable Use Policy violation, or a material threat to security or network integrity, Bolt may investigate and contact you. Except for an urgent security or safety threat, Bolt will give you a reasonable opportunity to correct a remediable issue. If the issue is not corrected, materially similar misconduct is repeated, or the breach is not reasonably remediable, Bolt may proportionately restrict, suspend or terminate the affected Service. Bolt may act immediately where reasonably necessary to address an urgent security or safety threat. Bolt will restore a restricted or suspended Service when the issue is resolved and restoration is reasonably possible.

7. Vacation Mode

7.1 Vacation Mode is available beginning on the three-month anniversary of continuous active Service, provided your Account is in good standing both when you request Vacation Mode and when it is scheduled to begin. Your Account must not be past due, suspended, pending cancellation or processing another plan change. Using Vacation Mode does not reset your Service tenure.

7.2 While Vacation Mode is active, Bolt keeps your connection active at up to 5 Mbps symmetrical for $50 per month plus applicable taxes. Vacation Mode is a reduced-speed Service state, not a cancellation or disconnection, and supplied Equipment remains installed and active.

7.3 Vacation Mode charges are prorated for the exact period it is active. Bolt will apply a prorated credit for your regular plan and a prorated Vacation Mode charge for the same period. Any remaining credit will be carried forward on your Account and will not be automatically refunded in cash while your Service remains active.

7.4 Each Vacation Mode period must last at least seven consecutive days and may last no more than six consecutive months. You may activate Vacation Mode up to three times per subscription in any rolling 12-month period. Ending Vacation Mode early after the minimum period still counts as an activation.

7.5 You may schedule Vacation Mode start and return dates up to 90 days in advance. Vacation Mode requests may not overlap. A scheduled request that you cancel before it begins does not count as an activation.

7.6 When Vacation Mode ends, Bolt will return you to your previous plan by default, or to another then-available plan you select. Regular-plan billing resumes only after normal-speed provisioning succeeds. No activation, reactivation or reconnection fee applies.

7.7 Vacation Mode cannot be combined with any current or future plan discount. The Service Agreement, including the Acceptable Use Policy and ordinary Service-use restrictions, continues to apply while Vacation Mode is active.

8. Changes to your Services or Agreement

8.1 You may request a plan upgrade, downgrade or other change using the methods Bolt makes available. A change is effective when confirmed by Bolt and may result in pro-rated charges or credits.

8.2 Bolt may change the plan details set out in your Service Summary, including the price of your Service, by giving at least 30 calendar days' written notice. The notice will explain what is changing, when the change takes effect and any right you have to cancel or change the affected Service.

8.3 Bolt may change other terms of your Service Agreement by giving at least 30 days' notice as required by law. Bolt may make an immediate change without advance notice where reasonably necessary to comply with law, address an urgent security or safety issue, correct an obvious error or provide a change that only benefits customers. Bolt will not amend your cancellation or refund rights unless the amendment does not increase an obligation on you or reduce an obligation on Bolt.

8.4 If you continue using an affected month-to-month Service after a change takes effect, the changed terms apply, subject to any right that cannot legally be waived.

9. Cancellation, refunds and final account

9.1 The Service continues month-to-month until cancelled or terminated under the Service Agreement. You may cancel at any time through the Customer Portal, by emailing support@boltinternet.ca, by calling 1-888-270-2658 or using another available method. You do not need to provide advance notice, complete a minimum service period or pay a cancellation fee.

9.2 Cancellation takes effect on the date Bolt receives your request or on a later date you specify. Bolt will provide written confirmation. You remain responsible for recurring charges through the effective cancellation date and other valid charges incurred before that date.

9.3 If Internet service was billed in advance, Bolt will refund the unused days remaining in the billing period after the cancellation date on a daily pro-rated basis. The recurring monthly charge will be divided by the number of calendar days in the billing period and multiplied by the number of unused days, with taxes adjusted as applicable.

9.4 If you cancel before activation, Bolt will refund all prepaid monthly Service fees. Standard installation, activation and shipping fees are $0. Any Equipment already installed or delivered must remain at the approved service address unless Bolt instructs otherwise.

9.5 If Bolt or a network provider determines that the ordered Service cannot be activated at your address, Bolt will cancel the unavailable Service without a cancellation fee and refund all prepaid Service fees. Bolt will explain the cancellation and refund in writing.

9.6 Bolt may first apply a refund against a valid, undisputed balance owing and will return the remainder to the original payment method. If that method is unavailable, expired or unable to receive the refund, Bolt may use electronic transfer, cheque or another reasonable method. Bolt will meet any refund deadline required by applicable law.

9.7 Bolt will issue a final statement of account showing the cancellation date, final charges, credits and any refund or balance owing. Cancelling Service does not affect provisions that by their nature continue, including payment, Equipment ownership, liability, privacy and dispute provisions.

10. Account security

10.1 You are responsible for protecting Account credentials, Wi-Fi passwords and access codes and for promptly notifying Bolt of suspected unauthorized use. Bolt may reset credentials, restrict access or require additional verification where reasonably necessary to protect the Account or network.

11. Suspension, restriction and termination by Bolt

11.1 For non-payment, Bolt will not suspend or disconnect Service unless the undisputed overdue amount is at least $50 and has been past due for more than two months. Bolt will provide at least 14 calendar days' notice stating the amount owing, the proposed suspension or disconnection date, available payment arrangements and how to dispute an error, followed by a final notice at least 24 hours before suspension or disconnection where feasible.

11.2 Bolt will not suspend or disconnect Service for an amount that is genuinely disputed and being investigated, provided any undisputed amount is paid. Bolt will investigate the billing complaint and correct any verified error.

11.3 Bolt may suspend, restrict or terminate an affected Service where reasonably necessary because of a material breach of the Service Agreement or Acceptable Use Policy, fraud, unlawful activity, a material security or network threat, unauthorized resale, materially false information, abusive conduct toward personnel, loss of the legal or technical ability to provide Service, or an emergency. Bolt will give notice and an opportunity to correct a remediable issue where reasonably possible. Section 6.3 governs suspected malicious use and security threats.

11.4 When the reason for suspension is resolved and Service remains available, Bolt will restore Service as soon as reasonably possible. Reconnection and reactivation fees are $0.

11.5 Bolt may discontinue a Service for reasons unrelated to customer breach by giving at least 60 days' notice where reasonably practicable and required, unless a shorter period is unavoidable. Bolt will refund unused prepaid Service in accordance with Section 9.

12. Service calls, outages, service credits, warranties and limitations

12.1 Bolt will use commercially reasonable efforts to provide and restore the Service but cannot guarantee uninterrupted, error-free or constant-speed service. Planned maintenance, network or power failures, Equipment issues, third-party networks, Internet conditions, emergencies and events outside reasonable control may affect availability or performance.

12.2 Bolt may schedule maintenance and, where reasonably practicable, provide notice of a planned interruption expected to materially affect customers. During an outage, you should follow Bolt's troubleshooting and reporting steps so the issue can be identified and recorded.

12.3 Bolt may provide a service credit or other remedy for a verified outage on a case-by-case basis, having regard to the cause, duration, customer impact and applicable law. There is no automatic outage-credit threshold under these Terms. A credit does not limit a remedy that cannot legally be waived.

12.4 The service-visit and missed-appointment charges in Sections 4.2 and 4.3 apply only in the circumstances stated there. Bolt will not charge for a visit required because of the Bolt Service, Bolt's network or supplied Equipment.

12.5 To the extent permitted by law, the Service is provided on an "as available" basis. Bolt does not promise that the Internet, third-party websites, applications or customer devices will always be available, secure, compatible or free of errors.

12.6 Bolt does not control the public Internet, third-party content, websites, applications or customer-owned equipment. References or links to third-party products or services do not create a warranty or endorsement unless Bolt expressly states otherwise.

12.7 Nothing in the Service Agreement excludes or limits a statutory warranty, condition, right or remedy that cannot legally be excluded or limited.

13. Privacy, communications and notices

13.1 Bolt collects, uses, discloses, retains and protects personal information as described in its separate Privacy Policy.

13.2 Bolt may send service, billing, security and account communications required to administer the Service. Communications regarding your Service will be sent to the email address or other contact information you provide to Bolt. You are responsible for keeping your contact information up to date. Marketing communications will be sent only as permitted by law and will include any required unsubscribe method.

13.3 Bolt may deliver notices by email, Customer Portal message, invoice message, text message, mail or another method permitted by law. Notices of key changes, cancellation confirmations and disconnection will use the direct form and timing required by applicable law. You may send notices using the contact methods in your Service Summary, by emailing support@boltinternet.ca or by calling 1-888-270-2658.

14. Liability and indemnity

14.1 To the extent permitted by law, Bolt, its affiliates and their network providers, suppliers, contractors and representatives are not liable for indirect, incidental, special, consequential, exemplary or punitive damages, or for loss of income, business, opportunity, goodwill, data or content arising from the Service, even if advised that the loss was possible.

14.2 To the extent permitted by law, the total cumulative liability of Bolt and its affiliates for direct damages arising from the Service Agreement is limited to the recurring Service fees paid to Bolt for the affected Service during the 12 months immediately before the event giving rise to the claim.

14.3 The limitations in this Section do not apply to liability that cannot legally be limited, including where applicable liability for fraud, wilful misconduct or gross negligence.

14.4 You will indemnify Bolt and its affiliates against reasonable third-party claims, damages and costs to the extent directly caused by your unlawful use of the Service, wilful misconduct, unauthorized resale or material infringement of third-party rights. You are not responsible under this indemnity for loss caused by Bolt's or a provider's negligence, breach or misconduct.

15. Assignment and general provisions

15.1 Bolt may assign or transfer the Service Agreement, including to an affiliate or successor. You may not assign the Service Agreement or transfer the Account without Bolt's written consent.

15.2 Bolt is not responsible for delay or failure caused by events beyond its reasonable control, but will use reasonable efforts to mitigate the impact and restore affected Services.

15.3 A failure to enforce a provision is not a waiver. If a provision is invalid or unenforceable, it will be limited or removed only to the extent necessary and the remaining provisions continue. Headings are for convenience.

15.4 The Service Agreement is the entire agreement concerning the Service and replaces earlier discussions and representations. No representative may change the Service Agreement unless Bolt confirms the change in a permanent form.

15.5 The Service Agreement is governed by the laws of the province or territory of the service address and the federal laws of Canada applicable there.

16. Complaints and the CCTS

16.1 Please contact Bolt first so it has an opportunity to resolve your concern. Contact Bolt Support at 1-888-270-2658, support@boltinternet.ca or through the Customer Portal. Ask that an unresolved complaint be escalated through Bolt's internal complaint process.

16.2 The Commission for Complaints for Telecom-television Services (CCTS) is an independent organization that helps customers resolve eligible complaints about telecommunications services. If Bolt has not resolved your complaint to your satisfaction, you may contact the CCTS:

• Website: ccts-cprst.ca
• Toll-free: 1-888-221-1687
• TTY: 1-844-713-3010
• Email: response@ccts-cprst.ca
• Fax: 1-877-782-2924
• Mail: P.O. Box 56067 - Minto Place RO, Ottawa, ON K1R 7Z1

16.3 Nothing in the Service Agreement prevents you from using a regulatory, consumer-protection, court or other remedy available under applicable law.