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<!-- TODO(SREE): Tamil translation pending native review -->

CareStride Cancellation and Refund Policy

version: "2.0.0" 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: v1.1 (draft — pending counsel review)
Effective Date: 17 May 2026
Last Updated: 2026-05-23

📌 Cancellation in 30 Seconds

| Time before service | Refund | Strike | | --------------------------- | ------ | ----------- | | More than 24 hours | 100% | None | | 4 to 24 hours | 50% | None | | Less than 4 hours | 0% | 1 strike | | After pro arrives (no-show) | 0% | 1–2 strikes |

5 in 90 days → 30-day suspension. 10 lifetime → permanent. 365-day strike decay. Safety cancel: 100% refund, no strike.

Version: v1.1 (draft — pending counsel review) Effective: 17 May 2026

1. Scope

This policy governs cancellations and refunds for bookings made through the CareStride platform. By booking a service, you agree to these terms.

2. Client Cancellations

Clients may cancel a booking up until the service start time. Refund eligibility depends on when you cancel:

| When you cancel (before scheduled start) | Refund | Cancellation fee | | ---------------------------------------- | ------------------- | --------------------- | | 24 hours or more in advance | 100% of paid amount | None | | 12 to 24 hours in advance | 75% | 25% of booking value | | 4 to 12 hours in advance | 50% | 50% of booking value | | Less than 4 hours, or no-show | 0% | 100% of booking value |

Recurring bookings: Each visit in a recurring booking is treated independently. Cancelling one visit does not cancel future visits.

High-risk specialty bookings (ICU, paediatric, palliative, mental health crisis, etc.): The same windows apply, but we require 24 hours' notice for replacement professional sourcing. Late cancellation may affect re-booking availability.

3. Professional Cancellations

Professionals are expected to honour confirmed bookings. If a professional cancels:

  • More than 12 hours in advance: Client receives a full refund. CareStride sources a replacement at no additional cost.
  • Less than 12 hours in advance: Client receives a full refund plus a credit equivalent to 25% of the booking value for inconvenience. The professional's reliability score is affected.
  • No-show: Full refund plus 50% credit. The professional may face suspension pending review.

4. Refund Mechanics

  • Refunds are processed via the original payment method (Razorpay)
  • Processing time: typically 5–7 business days; bank-side credit may add 2–3 days
  • UPI: usually 24–48 hours
  • Credit/debit cards: 5–7 business days
  • Net banking: 7–10 business days
  • TCS (Tax Collected at Source) collected at booking is reversed on refund per Income Tax Section 206C(1H)
  • GST credit notes are issued for any partial refund per Rule 46 (Invoicing Rules)

You will receive a refund confirmation by email and WhatsApp once Razorpay confirms the payout instruction.

5. Force Majeure

CareStride or the professional may cancel a booking without penalty in the event of:

  • Natural disasters, pandemics, government-mandated lockdowns
  • Civil unrest or transportation disruption preventing safe travel
  • Medical emergencies on the professional's side
  • Verified safety concerns (e.g., POCSO escalation)

In force majeure cancellations, clients receive a full refund. No cancellation fee applies.

6. Disputes

If you believe a refund decision is incorrect:

  1. Raise a dispute via the in-app Grievance feature within 7 days of the cancellation or service date
  2. CareStride will respond within 48 hours with a resolution proposal
  3. If unresolved, escalate to the Grievance Officer ([email protected])
  4. CareStride's resolution is final at the platform level; you retain all rights under Indian law

7. Subscription Cancellations

When subscription plans are offered in future, terms will be added here. This section will be updated and reacknowledgement requested before subscription products go live.

8. Tips and Voluntary Payments

Tips paid to professionals are non-refundable once the visit is marked complete.

9. Platform Fee

The CareStride platform fee is non-refundable except in cases of full refund due to professional cancellation or force majeure.

10. Contact

For cancellation assistance:

  • Email: [email protected]
  • WhatsApp: +91-9952020047
  • Customer phone (Exotel): +91-44-46973298 (10:00–21:00 IST)

For grievances: [email protected]

11. Client strike schedule (account standing)

Aligned with Client Terms §23A.

| Time before service | Refund | Strike | | --------------------------- | ------ | ------ | | More than 24 hours | 100% | None | | 4 to 24 hours | 50% | None | | Less than 4 hours | 0% | 1 | | No-show / after pro arrives | 0% | 1–2 |

5 in 90 days → 30-day suspension. 10 lifetime → permanent. 365-day decay. Safety: 100% refund, no strike.

Repeat canceller: 3+ cancels in 30 days may reduce refund on subsequent cancels in that window.

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