Frequently asked
Questions, answered.
Seven audiences. Plain-language answers. Links to full policies where relevant.
FAQ by audience
About CareStride and the platform
Are there hidden fees?
No. Every price shown at booking is the price charged. Our commission is visible on invoices. Cancellation and rescheduling fees, when applicable, are disclosed during the booking flow, not after.
How do I raise a concern?
You can raise a concern in two ways. If you are signed in, tap "Raise a concern" from your account menu — it takes you to a short form linked to your account so we can respond to you directly. If you are not signed in, or prefer to raise a concern without an account, use our public form at /legal/grievance-redressal/submit. Both routes reach the same team. We will send an acknowledgment within the timeframe committed for your concern's category — safety concerns within 4 hours, most other concerns within 48 hours.
How is my data protected?
We operate under the Digital Personal Data Protection Act 2023. Personal data is processed in India, retention periods are published in our privacy policy, and we do not sell or share data with advertising networks. Grievance data is retained per IT Intermediary Rules 2021 requirements.
How quickly will you respond?
Our response times depend on the category of the concern. Safety incidents: we acknowledge within 4 hours, send a first operator response within 24 hours, and target documented resolution within 7 days. Data-protection concerns: acknowledged within 48 hours and targeted for resolution within 15 days, as required by the DPDP Act. Impersonation and intimate-imagery concerns: acknowledged within 24 hours and resolved within 24 hours. All other concerns: acknowledged within 48 hours, resolved within 30 days. These are commitments for our process, not guarantees of specific outcomes.
What compliance frameworks does CareStride follow?
Digital Personal Data Protection Act 2023. IT Intermediary Rules 2021. Consumer Protection E-Commerce Rules 2020. Independent compliance review completed across 8 Indian Acts prior to pilot launch. Grievance Officer named and contactable. Monthly transparency reports published.
What does the AI actually do?
Our AI reviews each visit log for consistency, flags missed checklist items, and surfaces patterns across weeks of care that a single visit report would miss. It produces a CareScore for each professional that improves with evidence. AI supports care — it does not deliver care. Every action on a visit comes from a verified professional.
What if I am not satisfied with how my concern is being handled?
You can request escalation at any time from your grievance detail page. Level 1 is your assigned operator. Level 2 is our Grievance Officer, who has authority to issue refunds, deactivate a professional pending review, or mandate agency action. Level 3 is our Nodal Officer, who provides a documentation pack so you can pursue external remedies — Consumer Protection forums, state health authorities, or the Data Protection Board — where applicable. CareStride participates cooperatively in any external proceedings that follow.
What is CareStride not?
We are not a medical service. We do not provide medical advice. We do not employ professionals — they are independent or agency-affiliated. We are not a hospital, a clinic, or a pharmacy. We are the booking and oversight layer, with an AI quality system on top.
What is CareStride?
CareStride is a doorstep elder-care aggregator. We connect families with verified home-care professionals, and we run an AI quality layer on every visit. We are the booking and oversight layer — we are not the care provider. Professionals on our platform are independent or agency-affiliated.
Where does CareStride operate?
Pilot is live in Chennai. Bangalore and Coimbatore launch Q3 2026. We expand city-by-city because verification and grievance response both require local presence. New cities open only when the playbook proves repeatable.
Who handles grievances?
CareStride has a named Grievance Officer and published response timelines. Concerns are logged, tracked, and resolved on a documented process. Monthly transparency reports aggregate grievance resolution metrics. We cannot guarantee outcomes — we can guarantee a documented, time-bound process for every concern raised.
Didn’t find your answer?
For families and NRI questions, email hello@carestride.in and we will respond within 24 hours on business days.
For professional, agency, hospital, or corporate partnership questions, email partnerships@carestride.in.
For grievances, our Grievance Officer is reachable via the Contact page — published timelines apply.