Garment Care and Liability 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 forms part of our Terms and Conditions and applies to all garments and household items handed to us.

2. Inspection, tagging and care labels

Every garment is inspected and tagged when we receive it, so that it can be tracked through our plant and returned to the right order. During inspection we look for visible stains, damage and fragile areas, and may record notes or photos of the condition of a garment. If we find something that affects how a garment can be cleaned, we may contact you before processing it.

We clean garments according to their care labels. Where a garment has no care label, or the label is unclear or incorrect, we use the process we judge suitable for the fabric, at the owner’s risk. Please tell us about stains, existing damage and delicate fabrics when you hand garments over.

3. What we cannot guarantee

We take care with every garment, but some results cannot be guaranteed:

• Stain removal: some stains, especially old, heat-set or chemical stains, cannot be removed without damaging the fabric.
• Fragile and old fabrics: fabric weakened by age, sunlight, perspiration or earlier cleaning may tear or thin during cleaning.
• Prints and coatings: printed designs, glued trims, foils and coatings may crack, fade or peel.
• Sequins, beads and embellishments: these may loosen, discolour or fall off if they are glued or not made to withstand cleaning.
• Leather and suede: accepted only where we confirm at the time of handing over that we can process them, and always at the owner’s risk.

4. Colour bleeding and shrinkage

Some dyes are not colourfast and may bleed or fade, and some fabrics shrink or change texture even when cleaned correctly. These risks come from the fabric or dye itself. We are not liable for colour bleeding, fading or shrinkage that is inherent to the fabric.

5. Buttons, ornaments and trims

To protect delicate buttons, brooches, ornaments or detachable trims, we may remove them before cleaning and reattach them afterwards. This is done at the owner’s risk. Please remove detachable ornaments, belts and accessories that you do not want us to handle.

6. Our liability and its limit

We are not liable for pre-existing damage, garments without care labels, normal wear and tear, colour bleeding or shrinkage inherent to the fabric, stains that cannot be removed, embellishments not suited to cleaning, or anything left in pockets.

Where a garment is damaged or lost while in our custody and the damage or loss is our responsibility, our liability is limited to up to 5 times the cleaning charge of the affected item. The amount within this limit is decided based on the garment’s condition and age and the evidence provided.

7. How to make a claim

Report any missing or damaged garment within 24 hours of delivery. Please send:

• Your order number and, where available, the tag number.
• Clear photos of the garment, the damage and the care label.
• A short description of the problem.

Send the claim by WhatsApp to 9115-505-505 or by email to sales@swanclean.in, or bring the garment to our stores. Please do not wash, alter or repair the garment before we have reviewed it. Claims made after 24 hours may not be accepted, because we can no longer confirm that the damage occurred while the garment was with us.

8. How we review claims

1. We acknowledge your claim within 48 hours.
2. We review your photos, our inspection notes and the order records, and may ask to see the garment.
3. Where possible, we offer to reprocess or repair the garment first.
4. We communicate our decision to you in writing, with reasons, within one month of receiving the claim.
5. Approved amounts are paid as set out in our Refund and Cancellation Policy.

If you disagree with the decision, you can escalate it to our Grievance Officer.

9. 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.