Privacy Policy | Swan Clean

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.

Newway Infomatics Private Limited is the Data Fiduciary for the personal data described in this policy. This policy applies to swanclean.in, book.swanclean.in, the Swan Clean apps on Android and iOS, our WhatsApp and phone booking service, and our stores.

We handle personal data in line with the Digital Personal Data Protection Act, 2023 (DPDP Act) and the rules made under it, the Information Technology Act, 2000, and the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011.

2. Personal data we collect

We collect only what we need to run your orders and our service:

Identity and contact details: your name, mobile number and email address.
Address details: your collection and delivery address, landmarks, and a location pin if you choose to share one.
Order details: the garments and household items you send, the services chosen, care instructions, notes about stains, damage or delicate fabrics, tag numbers, order history and invoices.
Payment status: whether an order is paid, the amount, the payment mode and the transaction reference. Card, UPI and net banking details are entered on and processed by our authorised payment partners. We do not collect or store your full card number, CVV, UPI PIN or banking passwords.
Communications: WhatsApp messages, call details, emails and any photos or documents you send us, for example when you raise a query or a claim.
Device and usage data: IP address, browser and device type, pages visited and how you use our website and app, collected through cookies and analytics tools. See our Cookie Policy.

We do not ask for government ID numbers, health information or other sensitive personal data to provide laundry and dry cleaning services.

3. Why we use your personal data

We use your personal data for these purposes:

To book, collect, process, deliver and track your orders, and to send you order updates.
To contact you about your order, including confirming slots, garment conditions or delays.
To take payments, issue invoices, process refunds and keep accounting records.
To handle queries, complaints and damage or loss claims.
To maintain your account and saved addresses, and to prevent fraud or misuse.
To understand how our website and app are used so that we can improve them.
To send you service news and promotional messages, only where you have agreed to receive them.
To meet our legal obligations, including tax, accounting and law enforcement requirements.

We do not use your personal data for any purpose that is not related to these purposes without telling you and, where required, asking for your consent.

4. Consent and legal basis

We process your personal data on the basis of your consent, which you give when you create an account, place an order, message or call us to book, or submit a form. Before or at the time we ask for your consent, we tell you what data we collect and why through this policy and the notices shown on our booking channels.

Some processing is allowed by law without separate consent, for example where you have voluntarily given us your data for a specific order and have not said you do not want it used for that order, or where we must keep records to comply with tax and other laws or respond to a lawful request from an authority.

You may withdraw your consent at any time, and withdrawing will be as easy as giving it. Write to the Grievance Officer at help@swanclean.in or tell our customer care team. Withdrawal does not affect processing already carried out. If you withdraw consent needed to run an order, we may not be able to complete that order or continue your account.

5. Who we share your personal data with

We share personal data only to the extent needed for the purposes above:

Collection and delivery staff: your name, phone number and address so they can collect and return your garments.
Payment partners: authorised payment gateways, such as Razorpay, and banks that process your payments and refunds.
Technology providers: companies that host our website, booking and order management systems, cloud storage, messaging (including WhatsApp Business), email and analytics, who process data on our instructions.
Professional advisers: auditors, accountants and legal advisers where needed.
Authorities: courts, regulators, law enforcement or government bodies where the law requires it or to protect our legal rights.

Our service providers must keep your data confidential, use it only to provide services to us and protect it with reasonable security safeguards. Some providers may store data on servers outside India. Where that happens, the transfer is made in line with the DPDP Act and any restrictions notified by the Government of India.

We do not sell, rent or trade your personal data.

6. Cookies and analytics

Our website uses essential cookies to work properly, analytics cookies (Google Analytics, set up through Site Kit by Google) to understand visits, and marketing cookies (Meta pixel) to measure our advertising. You can block or delete non-essential cookies in your browser. Details are in our Cookie Policy.

7. How long we keep your personal data

We keep personal data only for as long as it is needed for your orders and account, for our accounting and tax records, and to meet legal obligations or resolve disputes. For example, invoices and payment records are kept for the period required by tax and company law.

When data is no longer needed for these purposes, or when you withdraw consent and no law requires us to keep it, we erase it or make it anonymous so that it no longer identifies you.

8. How we protect your personal data

We follow reasonable security practices and procedures as required by the IT Act, 2000 and the 2011 Rules, and take reasonable security safeguards under the DPDP Act. These include encrypted connections on our website and online booking, access to customer data limited to staff and providers who need it, password and access controls on our systems, and confidentiality obligations for our staff and providers.

No system is completely secure. If a personal data breach occurs that affects you, we will inform you and the Data Protection Board of India as required by law, and take steps to limit the impact.

9. Your rights

Under the DPDP Act, you have the right to:

Access: ask for a summary of the personal data we hold about you, the processing we carry out, and the people we have shared it with.
Correction and updating: ask us to correct inaccurate or misleading data, complete incomplete data and update your details.
Erasure: ask us to erase your personal data when it is no longer needed for the purpose it was collected for, unless the law requires us to keep it.
Withdraw consent: withdraw your consent at any time, as explained in section 4.
Grievance redressal: raise a complaint with our Grievance Officer about how we handle your data.
Nomination: nominate another individual to exercise these rights on your behalf in the event of your death or incapacity.

To use any of these rights, write to the Grievance Officer at help@swanclean.in from your registered email address or mention your registered mobile number. We may ask you to verify your identity before acting on the request. We acknowledge requests within 48 hours and respond within one month.

If you are not satisfied with our response, you may complain to the Data Protection Board of India after using our grievance process.

10. Children

Our services are meant for people aged 18 or over. A person under 18 may use our services only with the consent of a parent or lawful guardian, who is responsible for the order. We do not knowingly collect personal data from children without such consent, and we do not track, monitor the behaviour of, or direct targeted advertising at children. If you believe a child has given us personal data without consent, contact the Grievance Officer and we will delete it.

11. Marketing messages and opting out

We send promotional messages by WhatsApp, SMS or email only if you have agreed to receive them. Order updates and service messages are not marketing and will continue while you have an active order.

To stop marketing messages at any time, reply STOP to any WhatsApp message from us, or reply STOP to our email or write to sales@swanclean.in. Opting out does not affect your orders.

12. Changes to this policy

We may update this policy when our services, systems or the law change. The updated policy will be posted on this page with a new effective date. If a change materially affects how we use your personal data, we will tell you through our website, app or WhatsApp and, where required, ask for your consent again.

13. Contact and Grievance Officer

For questions about this policy or your personal data, or to use your rights, contact us:

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.