Policies
Grievance Redressal Policy
This page explains how to raise a complaint with Swan Clean, how to escalate it to our Grievance Officer and how quickly we respond.
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 is published under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology Act, 2000 and its rules, and the Digital Personal Data Protection Act, 2023. It covers complaints about orders, garments, billing, refunds, staff conduct, our website and apps, and the handling of your personal data.
2. Step 1: contact customer care
Most concerns are resolved fastest by our customer care team. You can reach us by:
- WhatsApp or call: 9115-505-505
- Email: sales@swanclean.in
- In person: at our stores
When you raise a complaint, we give you a complaint reference so that you can track its progress.
3. Step 2: escalate to the Grievance Officer
If you are not satisfied with the response from customer care, or if your complaint concerns your personal data, you can write directly to our Grievance Officer:
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.
4. What to include
To help us resolve your complaint quickly, please include:
- Your name and registered mobile number.
- Your order number and date, and the complaint reference if you already have one.
- A clear description of the issue and what you would like us to do.
- Photos, invoices, payment references or other supporting documents.
Time limits apply to some complaints: missing or damaged garments must be reported within 24 hours of delivery and billing disputes within 48 hours of delivery.
5. Our timelines
- Acknowledgement: within 48 hours of receiving your complaint.
- Resolution: within one month from the date we receive your complaint.
If we need more information from you, we will ask promptly. We will tell you the outcome in writing, with the reasons for our decision.
6. Your other options
You can also seek help outside Swan Clean at any time:
- National Consumer Helpline: call 1915 or register a complaint at consumerhelpline.gov.in.
- Consumer Commission: file a complaint with the District Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, including online through e-Daakhil.
- Personal data complaints: after using our grievance process, you may complain to the Data Protection Board of India under the DPDP Act, 2023.
Using our grievance process does not affect these rights.
