Terms and Conditions

1. About these terms

Effective date: 16 October 2026

This website, our online booking at book.swanclean.in, our mobile apps and our stores are operated by Swan Clean, a brand of Newway Infomatics Private Limited, Plot 78, Phase I, Industrial Area, Chandigarh 160002. Email: sales@swanclean.in. Phone and WhatsApp: 9115-505-505. In this document, “Swan Clean”, “we”, “us” and “our” refer to Newway Infomatics Private Limited, and “you” refers to the customer using our services.

By booking a service, creating an account or handing garments to us, you agree to these terms, together with our Refund and Cancellation Policy, Shipping and Delivery Policy, Garment Care and Liability Policy and Privacy Policy. If you do not agree, please do not use our services.

These terms apply to individual customers. Services for businesses and institutions may be covered by a separate written agreement, which takes priority where it differs from these terms.

2. Our services

Swan Clean provides laundry (wash and fold, wash and iron), dry cleaning, steam ironing, cleaning of household linen such as curtains, blankets and quilts, and related services, as listed on our price list. Services are available through doorstep collection and delivery within our service areas and at our stores. Garments are processed at our central plant.

We may add, change or withdraw services, or decline an order, where we cannot carry it out safely or properly.

3. Eligibility and your account

You must be 18 or over to use our services. A person under 18 may use them only with the consent of a parent or lawful guardian, who is responsible for the order.

You are responsible for keeping your account login, OTPs and device secure and for all orders placed through your account. Tell us promptly if you suspect anyone has used your account without permission.

4. Your responsibilities

When you book with us, you agree to:

• Give accurate and complete details, including your name, phone number, address and service instructions.
• Empty all pockets before handing over garments. We are not responsible for anything left in pockets.
• Tell us about stains, existing damage, delicate fabrics, embellishments and any special care needs at the time of handing over.
• Hand over only garments and household items that you own or are authorised to send.
• Be available, or arrange an authorised person, at the chosen collection and delivery slot.
• Check your garments at delivery and report any problem within the time limits in section 8.

5. Collection and delivery

Doorstep collection and delivery are offered within our service areas in Chandigarh, Mohali and Panchkula, in the slots available at the time of booking. If you or your authorised person are not available at the chosen slot, we will try to contact you and arrange another attempt, and reattempt charges may apply. Turnaround times and delivery arrangements are explained in our Shipping and Delivery Policy.

6. Garment care

We inspect and tag garments on receipt and clean them according to their care labels and the process suitable for the fabric. Where a garment has no care label, or the label is unclear, we choose the process we judge suitable, at your risk. We may decline to process a garment if we consider it unsafe to clean. More detail is in our Garment Care and Liability Policy.

7. Articles we do not accept

Please do not hand over:

• Hazardous or flammable articles, or garments soaked in fuel, solvents or chemicals.
• Garments or household items contaminated with blood, bodily fluids or other biohazardous material.
• Valuables such as jewellery, watches, cash, cards or documents.

We may refuse or return such articles, and we are not responsible for loss or damage to them or for damage they cause to other garments.

8. Our liability

We take reasonable care of every garment in our custody. We are not liable for:

• Damage that existed before we received the garment, including weakened fabric, holes, tears or fading.
• Garments without care labels, or damage that results from following the care label.
• Normal wear and tear.
• Colour bleeding, fading or shrinkage inherent to the fabric or dye.
• Stains that cannot be removed without damaging the fabric.
• Embellishments, prints, sequins, beads, buttons or trims that are not suited to cleaning.
• Anything left in pockets.

Where we are responsible for damage to or loss of a garment, our liability is limited to up to 5 times the cleaning charge of the affected item. To the extent permitted by law, we are not liable for indirect or consequential losses.

Missing or damaged garments must be reported within 24 hours of delivery, with photos and your order number. Billing disputes must be raised within 48 hours of delivery. The claim process is set out in our Garment Care and Liability Policy.

9. Unclaimed garments

Please collect or accept delivery of your garments within 30 days of the order being finished. If garments remain unclaimed after 60 days, and after we have given you reasonable notice using the contact details on your order, we may donate or dispose of them, and we will have no further liability for them.

10. Prices and payment

Prices are per piece and are shown in Indian Rupees on our price list. Prices include applicable taxes unless stated otherwise. The final amount for an order is based on the garments and services confirmed when the order is tagged, and is shown in your order details and invoice. We may change prices from time to time; the price that applies is the one in effect when your order is booked.

Payment is due before or at delivery. You can pay by cash, UPI, debit or credit card, or a payment link, through authorised payment gateways. We do not store your card or UPI credentials. We may hold delivery of an order until the amount due is paid.

11. Cancellation and refunds

You can cancel or reschedule an order free of charge before collection. Once garments have been collected, the order cannot be cancelled. Refunds are handled under our Refund and Cancellation Policy.

12. Suspension of accounts

We may suspend or close an account, or refuse service, if we reasonably believe it has been used for fraud, false claims, abusive behaviour towards our staff, misuse of payment methods or any unlawful purpose. Where possible, we will tell you the reason. Garments in our custody will still be returned to you once any amount due is settled.

13. Intellectual property

The Swan Clean name and logo, and the text, images, design and software of our website and apps, are owned by or licensed to Newway Infomatics Private Limited. You may not copy, reproduce or use them for commercial purposes without our written permission.

14. Events beyond our control

We are not responsible for delays or failure to perform caused by events outside our reasonable control, such as extreme weather, floods, fire, power or network failures, strikes, curfews, public health measures or government orders. We will tell you about the delay and complete your order as soon as we reasonably can.

15. Governing law and disputes

These terms are governed by the laws of India. Subject to the next sentence, the competent courts in Punjab have jurisdiction over any dispute arising from these terms or our services. Nothing in these terms limits your rights as a consumer under the Consumer Protection Act, 2019, including your right to approach a Consumer Disputes Redressal Commission.

We encourage you to contact us first so that we can try to resolve any concern quickly, as described in our Grievance Redressal Policy.

16. Changes to these terms

We may update these terms from time to time. The updated terms will be posted on this page with a new effective date and will apply to orders booked after that date. Orders already booked continue under the terms in effect when they were booked.

If any part of these terms is found to be unenforceable, the rest of the terms continue to apply.

17. Contact and Grievance Officer

Customer care: WhatsApp or call 9115-505-505, or email sales@swanclean.in.

Grievance Officer: Piyush Khullar, Grievance Officer, Newway Infomatics Private Limited, Plot 78, Phase I, Industrial Area, Chandigarh 160002; email help@swanclean.in; phone 9115-707-707.

We acknowledge every complaint within 48 hours of receiving it and aim to resolve it within one month from the date we receive it.

Our full complaint process is set out in our Grievance Redressal Policy.