Refund and Cancellation Policy

1. About this policy

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.

This policy applies to orders placed through our website, online booking, apps, WhatsApp, phone and stores. It forms part of our Terms and Conditions.

2. Cancelling or rescheduling before collection

You can cancel or reschedule an order free of charge at any time before your garments are collected, or before you hand them over at a store. To do so, use the app or online booking, or WhatsApp or call us on 9115-505-505.

If you paid in advance for an order that you cancel before collection, we refund the full amount paid.

3. After collection

Once garments have been collected or handed over at a store, the order cannot be cancelled, because processing at our plant begins soon after. If you have a concern about an order already in progress, contact us and we will tell you what can be done.

4. When a refund applies

We issue a full or partial refund in these cases:

Prepaid order cancelled before collection: full refund of the amount paid.
Order cancelled by us: if we cannot carry out an order you have paid for, for example because the address is outside our service area or we decline a garment, we refund the amount paid for the work not done.
Service failure: where a service you paid for was not performed, or was not performed as agreed.
Billing errors: where you were charged the wrong amount or charged twice.
Approved damage or loss claims: where a claim is approved under our Garment Care and Liability Policy, up to 5 times the cleaning charge of the affected item.

Refunds are not given for results that fall within the limits explained in our Garment Care and Liability Policy, such as stains that cannot be removed or shrinkage inherent to the fabric.

5. How to report a problem

Missing or damaged garments: report within 24 hours of delivery, with photos of the garment and tag and your order number.
Billing disputes: raise within 48 hours of delivery, with your order number and invoice details.

Report by WhatsApp or call on 9115-505-505, by email to sales@swanclean.in, or at our stores. Please keep the garment in the condition it was delivered in until we have reviewed it. We tell you the outcome in writing.

6. How refunds are paid

Approved refunds are paid in one of two ways:

Swan credits added to your Swan Clean account, which you can use against future orders, or
Reversal to the original payment mode, such as the card, UPI account or payment link used to pay.

You can tell us which you prefer when we confirm the refund. For orders paid in cash, a refund to the original payment mode is made by UPI or bank transfer to an account in your name that you give us.

7. Refund timelines

Once a refund is approved, we initiate it within 7 working days. Swan credits appear in your account once the refund is initiated. For reversals to the original payment mode, the time taken for the amount to reach your account depends on your bank or payment provider. If you have not received a refund after this time, contact us with your order number and we will share the transaction reference.

8. 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.