CareStride — Grievance Redressal Policy

version: "2.1.0" effectiveDate: "[DATE TO BE SET AT LAUNCH]" lastUpdated: "2026-05-23"

Operator: MICRO PIXEL PRIVATE LIMITED
Brand: CareStride
Corporate Identification: CIN U33111TN1987PTC015203 · GSTIN 33AAACM4619C1Z0 · PAN AAACM4619C
Registered Office: C19A Industrial Estate, Guindy, Chennai 600032, Tamil Nadu, India
Document Version: 2.0.0
Effective Date: [DATE TO BE SET AT LAUNCH]
Last Updated: 2026-05-23

📌 How to Raise a Concern (Quick Guide)

| Level | When | Response time | | ----------------- | ----------------------- | ---------------------------- | | In-app help | Anytime | Within 48 hours | | Grievance form | Formal complaint | 7 working days initial reply | | Grievance Officer | Unresolved after 7 days | 30 calendar days | | Regulator | Last resort | Per regulator |

Urgent safety: In-app SOS — real-time handling.

SLA quick reference

| Level | When | Response | | ----------------- | ---------- | ---------------------- | | In-app help | Anytime | 48 hours | | Grievance form | Formal | 7 working days initial | | Grievance Officer | Escalation | 30 calendar days | | SOS | Emergency | Real-time |

Investigative Holds

For the most serious grievance categories (clinical safety, criminal-adjacent events, fraud or impersonation), CareStride applies an immediate temporary hold on the respondent's account pending operational review. The hold is automatic, neutral, and not a determination of fault. The respondent is notified immediately and has the right to submit their account of events.

For other grievance categories, operations review before placing any hold. A neutral notification is still sent to the respondent so they can prepare a response.

Hold tier SLAs:

• CRITICAL: review within 1 hour (auto-hold)
• OPS_URGENT: review within 4 hours
• OPS_NORMAL: review within 24 hours
• NO_HOLD: 48-hour standard grievance flow

Holds lift on: grievance dismissed · resolved without finding · resolved with remedial action below suspension · ops override with audit log. A hold converted to suspension follows the strike + appeal rules of the relevant Terms of Service.

Published by Micro Pixel Private Limited as required by:

• Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules 2021;
• Section 8 of the Digital Personal Data Protection Act 2023;
• Rule 5(3) of the Consumer Protection (E-Commerce) Rules 2020.

1. Grievance Officer

Name: Authorized Signatory Designation: Grievance Officer Email: [email protected] Postal address: C19A, Industrial Estate, Guindy, Chennai - 600032 Working hours: Monday to Saturday, 10:00 to 18:00 IST (excluding public holidays)

2. How to file a grievance

Please include your name, registered mobile number or email, the nature of the grievance, relevant Booking IDs, and supporting information.

• Preferred — structured form (web): https://carestride.health/legal/grievance-redressal/submit
• Preferred — structured form (mobile): About → Grievance redressal → Submit a grievance (no login required)
• Email: [email protected]
• In-app: Settings → Help → Raise a grievance (for operational support alongside the formal channel)
• Policy page (web): https://carestride.health/grievance
• Post: C19A, Industrial Estate, Guindy, Chennai - 600032

3. Categories we handle

• Conduct of a Client, Professional, or Operator on the Platform.
• Safety incidents during or after a visit.
• Payment, billing, or refund disputes.
• Data protection concerns under the DPDP Act 2023.
• Content you believe is unlawful.
• Any other matter relating to the Platform.

4. Timelines

CareStride applies four SLA profiles so the correct regulatory clock is attached to your complaint at intake:

• General: 48-hour acknowledgement; 30-day resolution baseline for uncategorised or residual matters.
• Consumer / e-commerce: 48-hour acknowledgement; 30-day resolution for marketplace, billing, conduct, safety, and related complaints under the Consumer Protection (E-Commerce) Rules 2020 posture.
• Data principal (DPDP): 48-hour acknowledgement; 15-day resolution target for privacy and personal-data grievances under the Digital Personal Data Protection Act, 2023 (Section 13 posture).
• Fast-track (IT Rules 3(2)(b)): 24-hour acknowledgement; 24-hour resolution target for impersonation and intimate or morphed imagery complaints.

When you use the structured web or mobile form, your confirmation states the acknowledgement and resolution due instants locked to your category. An interim update may still be provided within 72 hours if substantive investigation is required. Where complexity or third-party evidence materially affects timing, we will explain that in writing within the acknowledgement window for your track.

5. Escalation

If unsatisfied with resolution, you may:

• For consumer disputes: approach the consumer forum of competent jurisdiction under the Consumer Protection Act 2019.
• For data protection disputes: approach the Data Protection Board of India under the DPDP Act 2023.
• For content and intermediary disputes: approach the appropriate authority under the Information Technology Act 2000.

6. Content takedown

If you believe content on the Platform is unlawful, submit a grievance with (a) the URL or location, (b) the legal ground for unlawfulness, and (c) your personal details. We act on lawful takedown orders within 36 hours. Voluntary requests are assessed on merit.

7. Records

Grievance records are retained for three (3) years from resolution. Safety incident records are retained for seven (7) years.

8. Contact

Micro Pixel Private Limited Brand: CareStride [email protected] C19A, Industrial Estate, Guindy, Chennai - 600032

Acceptance and Authorized Signatory

This document is published by MICRO PIXEL PRIVATE LIMITED on its official Platform (carestride.health and the CareStride mobile application). By using the Platform you acknowledge that you have read and agreed to these terms. This electronic contract is binding under the Information Technology Act, 2000.

For and on behalf of MICRO PIXEL PRIVATE LIMITED

Authorized Signatory
Document timestamp: as recorded in metadata above.

Contact for Questions

• Email: [email protected]
• Postal: MICRO PIXEL PRIVATE LIMITED, C19A Industrial Estate, Guindy, Chennai 600032

Grievance Officer (per DPDP Act 2023)

• Designation: Grievance Officer
• Email: [email protected]
• Response Time: Within 30 calendar days