The Financial Consumer Agency of Canada (the “FCAC”) has established a Code of Conduct for the Credit and Debit Card Industry (the “Code”), a copy of which is available at the FCAC’s website.

Bolt has established a process for managing potential Code compliance violations. If you have a complaint about a particular element of the Code, please submit your complaint to Bolt Support and include all of the following information:

• Your name
• Business name on your Bolt account
• Business address with territory specified
• Name and email address of administrator on your Bolt account
• General summary of your complaint and, if you have any supporting documents, please provide them upon response from our Support team.
• Identify one or more of the following elements of Code that the complaint pertains to:

  Element 1: Transparency and Disclosure
  Element 2: Notice of fee increase or new fee
  Element 3: Contract Cancellation
  Element 4: No Obligation Acceptance
  Element 5: Payment Method Discount
  Element 10: Negative Option Acceptance
  Element 11: Contactless Payments
  Element 12: Renewal and Cancellation Disclosure
  Element 13: Complaint Handling Process

If you have a complaint pertaining to the Code of Conduct for the Credit and Debit Card Industry, you may file a complaint through a variety of channels:

• our toll free number 1-800-265-8053
• by email (merchantsupport@bolt.com)
• by mail to Bolt Financial Canada at Suite 3000, Bentall Four, 1055 Dunsmuir Street, Vancouver, British Columbia, Canada V7X 1K8

Please visit the Financial Consumer Agency of Canada’s website for more information on merchant rights under the Code of Conduct for the Credit and Debit Card Industry in Canada.

Following receipt of your complaint we will:

• acknowledge receipt of your complaint within five (5) business days.
• provide our final decision in writing within ninety (90) days for acquirers and forty-five (45) days for payment card network operators of receiving the merchant complaint, along with:
  • a summary of the complaint
  • the final result of the investigation
  • explanation of the final decision
  • information on how to further escalate your complaint in the event of an unsatisfactory outcome

If we cannot provide a response to you within (90 days for acquirers/45 days for PCNOs) you will be informed of the delay, the reason for the delay and the expected response time.

To assist us in reviewing your complaint please provide the following, where applicable:

• a summary of your concerns
• details, such as the name of the person you were dealing with, the date the concern occurred, date spoken to PCNO, acquirer or representative
• copies of any supporting documentation (i.e. agreements, statements, correspondence from acquirer or PCNO)

Nothing restricts you from directly filing a complaint with the Financial Consumer Agency of Canada (FCAC) to investigate non-compliance with the Code. FCAC can be reached via:

• Phone: 1-866-461-3222
• Email: info@fcac-acfc.gc.ca
• Mail: Financial Consumer Agency of Canada, 6th Floor, Enterprise Building, 427 Laurier Ave. West, Ottawa, ON K1R 1B9

FCAC is not a dispute-resolution agency for consumers in their individual dealings with payment card network operators or acquirers.

Please note that the information being submitted may be shared with your PCNO, acquirer, processor or financial institution in order to assist us in answering your concerns.