Terms of Service & No-Refund Policy
Last Updated & Effective: October 2026 • Applicable to all purchases through Spice Isle Connect.
Strict No-Refund Policy for Digital Goods
Due to the irrevocable and instantaneous nature of digital telecommunications provisioning, ALL SALES ARE FINAL AND STRICTLY NON-REFUNDABLE once an order has been completed and an eSIM profile (QR Code / ICCID / LPA string) has been generated and dispatched by the carrier network. Please ensure your smartphone is carrier-unlocked and eSIM-compatible prior to purchase.
1 Nature of the Service & Digital Delivery
Spice Isle Connect provides digital prepaid travel eSIM (embedded SIM) profiles for tourists and travelers visiting Grenada, Carriacou, Petite Martinique, and supported Caribbean jurisdictions.
Upon successful payment authorization via PayPal or credit card:
- A unique cryptographic GSMA eSIM profile (identified by an individual 19-digit ICCID) is immediately allocated and provisioned by the telecom carrier system.
- The activation credentials (QR Code, SM-DP+ server address, and activation code) are displayed directly on-screen and simultaneously dispatched to your specified email address via automated email notification.
- Digital delivery is deemed 100% complete the moment these credentials are generated and transmitted. No physical shipment takes place.
2 Detailed No-Refund & Cancellation Policy
Once an eSIM is generated, the wholesale telecommunications capacity and SIM license are permanently dedicated to you by our carrier partner (Keepgo) and cannot be returned, cancelled, recalled, or reused for another traveler.
Non-Refundable Circumstances Include, but are not limited to:
- Incompatible Device: Purchasing an eSIM for a smartphone or device that does not support eSIM technology.
- Network-Locked Device: Your device is locked to your home carrier (e.g. AT&T, Verizon, Vodafone) and cannot accept foreign secondary carrier profiles.
- Travel Plan Changes: Flight cancellations, itinerary changes, early departure, or choosing not to travel to Grenada.
- Unused Data: Because our Keepgo Pyxis plans are Lifetime Prepaid with no expiry, data does not spoil and remains available on your profile for future visits; no refunds are granted for unconsumed megabytes.
- Incorrect Contact Details: Typographical errors in the email address provided during checkout.
- Failure to Enable Data Roaming: Forgetting to turn on "Data Roaming" in your phone's cellular settings upon arrival in Grenada.
- Accidental Purchase or Duplicate Order: Ordering multiple profiles by mistake.
Limited Exceptions:
A refund or replacement profile may be reviewed strictly if a technical defect on the carrier provisioning server prevents the profile from being downloaded, verified through carrier logs, AND provided our support team is contacted at support@spiceisleconnect.com before your intended travel concludes, with screenshots of device cellular diagnostic errors.
3 Buyer Device Compatibility Obligations
It is the customer's sole responsibility to ensure their mobile device is fully compatible and unlocked prior to checkout.
- Open your phone dialer and dial
*#06#. If an EID (Embedded Identity Document) number appears, your device supports eSIM. - Check with your domestic carrier to verify your phone is "Network Unlocked" (SIM-unlocked).
4 Network Coverage, Speeds & Lifetime Data Policy
Our travel eSIM operates on the Flow 4G/LTE mobile network in Grenada (and partner networks across 13 Caribbean islands).
- Coverage: Flow covers the vast majority of populated areas in Grenada, Carriacou, and Petite Martinique. Coverage may naturally vary in dense mountainous rainforests, offshore waters, or remote coastal bays.
- Lifetime Validity: Unlike standard tourist SIMs that expire after 7 or 15 days, our Keepgo Pyxis prepaid data packages have no expiration date. Unused data remains available for future Caribbean travels.
- Data-Only Profile: This eSIM provides high-speed mobile internet data. It does not include an analogue local telephone number for traditional PSTN voice calls or SMS. Travelers should use WhatsApp, FaceTime, Skype, iMessage, and VoIP for communication.
5 Disputes & Chargeback Terms
Because digital fulfillment is verifiable in real-time via MySQL transaction audit logs, PayPal order capture IDs, and carrier network provisioning timestamps, opening an unauthorized chargeback or PayPal claim without first attempting to contact customer support will result in immediate deactivation of the associated eSIM line. All forensic delivery logs (including IP address, on-screen access tokens, and email delivery timestamps) will be submitted to the payment processor.
Questions Regarding These Terms?
Our customer support team is available to assist you with installation guides, QR code re-sending, and connectivity diagnostics.