Grievance redressal

CareStride is operated by Micro Pixel Private Limited. Registered office: C19A, Industrial Estate, Guindy, Chennai - 600032 · Chennai, Tamil Nadu, 600032 · India.

Grievance Officer

Under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and related consumer and e-commerce rules, Micro Pixel Private Limited has designated a Grievance Officer for complaints concerning the CareStride platform and marketplace services.

Name: To be appointed
Designation: Grievance Officer
Email: [email protected]
Phone: +91-XXXXXXXXXX
Hours: 10:00–18:00 IST, Mon–Fri

Nodal Officer (IT Rules 2021)

For categories requiring coordination with a designated nodal contact under the 2021 intermediary rules, you may also reach the Nodal Officer below.

Name: To be appointed
Designation: Nodal Officer (IT Rules 2021)
Email: [email protected]
Phone: +91-XXXXXXXXXX

What you can raise

You may contact us about issues such as:

Platform content, listings, or communications that appear unlawful or harmful;
Privacy questions or concerns about personal data processed through CareStride;
Payments, invoices, refunds, or marketplace fee disputes;
Professional conduct during a booked visit, verification, or safety-related concerns;
Accessibility, technical errors, or account access problems affecting your use of the service.

How to raise a grievance

The primary way to lodge a structured complaint is our online form, which assigns the correct regulatory timeline to your category and gives you an immediate ticket reference.

Submit a grievance View transparency metrics

If you prefer not to use the form, you may still email or call the Grievance Officer using the contacts above with a clear subject line, your registered mobile number or booking reference where applicable, and a short description of the issue. If you use the CareStride mobile app while signed in, you can also reach support flows from Help & Support and from your profile area for account-related requests. The in-app About section includes the same submit flow for guests and signed-in users.

Response timelines (multi-track)

Different laws apply different clocks. When you submit through the form, we lock the acknowledgement and resolution due instants to the category you select. The table below summarises the four SLA profiles we model; examples show typical complaint types mapped to each track.

Track	Acknowledgement	Resolution	Examples
General	48 hours	30 calendar days	Broad or uncategorised platform issues mapped to "General".
Consumer / e-commerce	48 hours	30 calendar days	Listings, billing, refunds, service quality, professional conduct, safety incidents (Consumer Protection (E-Commerce) Rules posture).
Data principal (DPDP)	48 hours	15 calendar days	Grievances categorised as privacy and personal data under the Digital Personal Data Protection Act, 2023 (Section 13 track).
Fast-track (IT Rules 3(2)(b))	24 hours	24 hours	Impersonation and intimate or morphed imagery complaints.

Legacy summary: default marketplace posture remains 48-hour acknowledgement and 30-day resolution for the general consumer profile; your confirmation email will always state the exact profile applied to your ticket.

Escalation and regulators

If a grievance is not resolved to your satisfaction through the Grievance Officer and Nodal Officer channels, you may escalate within Micro Pixel Private Limited's processes where available, and you may also approach the appropriate regulators or helplines, including without limitation:

MeitY Grievance Appellate Committee — for appeals on content or intermediary-related decisions under applicable IT Rules.
National Consumer Helpline (consumer affairs) — for consumer and marketplace complaints under the Consumer Protection Act framework.
Data Protection Board of India — for complaints under the Digital Personal Data Protection Act, 2023, where applicable.

This page is provided for transparency and does not constitute legal advice. For the full policy text, see also the Grievance policy document.