# MAP CARE Grievance and Contact Policy

Effective Date: 2026-03-11  
Last Updated: 2026-03-11

MAP CARE is operated by SAMYA PRABH HEALTHCARE PRIVATE LIMITED.

This policy explains how a person may contact MAP CARE for policy, privacy, support-escalation, grievance, or account-related issues.

## 1. Contact Channels

MAP CARE currently accepts governance, policy, privacy, grievance, and account-escalation communication through:
- mapcare.in@gmail.com


## 2. Types of Issues That May Be Raised

You may contact MAP CARE regarding:
- privacy and data-handling concerns
- account access or closure requests
- consent questions
- policy clarification requests
- grievance regarding platform conduct or visibility handling
- payment-status, cancellation, refund, or billing-visibility concerns
- emergency-flow complaints related to the MAP CARE platform role

## 3. Information To Include In A Request

To help MAP CARE review a request, include as much of the following as is appropriate:
- your name
- your contact details
- the account, mobile number, or email involved
- the relevant date, time, or workflow
- the surface or feature involved
- a concise description of the issue
- any supporting screenshots or references you want MAP CARE to review

## 4. Verification Before Action

MAP CARE may require identity or authority verification before disclosing information, changing account state, or acting on a grievance or deletion request.

## 5. Limits Of The Grievance Channel

The grievance channel does not guarantee that MAP CARE can change:
- provider-side clinical decisions
- third-party emergency outcomes
- external payment-rail outcomes
- legal or regulatory obligations requiring retention or restricted handling

## 6. Internal Handling Principle

MAP CARE will review communications through the lens of platform role, safety, privacy, auditability, and workflow authority. Some requests may be answered with clarification rather than a state change.

## 7. Related Policies

This policy should be read together with:
- the Privacy Policy
- the Terms of Service
- the Account Deletion and Account Closure Policy
- the Cancellation, Refund, and Payment Failure Policy