A 46-year-old woman from Wadala, who booked a massage session through Urban Company (UC), hoping for relief from frozen shoulder pain, was allegedly physically and verbally assaulted by the masseuse after she cancelled the appointment. The woman, identified as Shenaz S, works in public relations and lives with her 18-year-old son in Wadala East. She claimed that she sustained injuries, including a scratched eye, had her hair pulled, and was shoved to the ground during the alleged assault.
According to Shenaz, the incident took place on Wednesday afternoon. “I was experiencing severe shoulder pain, so as usual, I booked a massage session through UC. However, my regular masseuse was unavailable, and the app assigned another masseuse, booking a 4.30 pm slot. I reached home around 3.30 pm, and shortly thereafter the masseuse arrived,” she said.
Shenaz noted that the masseuse’s arrival itself appeared unusual. “In our building, the MyGate app notifies residents when someone enters the premises, but I did not receive any alert. Despite this, the masseuse reached my door. I chose to ignore it and allowed her inside, and she began setting up the massage table,” she added.
Screengrab from a video capturing the violent incident, which was shot by the Wadala woman’s son; (right) Scratch marks on the complainant’s forehead. Pics/By Special Arrangement
Shenaz identified the masseuse as Neelam Kumari Jaiswal. While setting up the equipment, Shenaz realised that the massage bed was larger than the one usually used. “I asked her why she hadn’t brought the standard hot massage bed that other masseuses normally carry. She said that was the only bed she had. I suggested adjusting it in the bedroom, but she insisted on moving the setup to the hall,” Shenaz said.
She said she refused the suggestion, citing privacy concerns. “Our hall has large windows, and I was uncomfortable. When she continued to insist, I told her I wanted to cancel the session and began checking the app for another available slot,” Shenaz added.
Shenaz further alleged that the situation escalated suddenly. “While I was on my phone trying to get a refund and book another slot, she stood silently for a few minutes. Then she began rambling about having ‘launched’ Urban Company in Noida and spoke about unrelated things,” she said.
‘She turned violent’
Shenaz claimed that the masseuse then took out her phone and started walking around the house. “She went into the kitchen and then the hall, shouting and hurling abuses. When I asked her to leave my house, she turned violent,” Shenaz alleged. “She pulled my hair, punched me and scratched my face. When my son tried to intervene, she even attacked him.”
Shenaz said she then dialled 100, the Mumbai Police helpline, but managed to get through only after several attempts. “The control room told me to go to the police station. By then, the woman had left,” she said, adding that she immediately rushed to the Wadala TT police station at around 5.15 pm.
Shenaz also raised concerns about the masseuse’s unauthorised entry into the housing society. “When I asked the security guard to check her details on the MyGate app, he said there was no entry record,” she said. According to the guard, the masseuse had initially waited outside the premises, saying she would enter later, but allegedly slipped in without registering her details when the guard was briefly occupied.
Shenaz alleged she received no immediate assistance despite repeatedly reaching out to UC. She added that she finally received a call around 10 pm from a person identifying himself as Shivam from UC’s head office. “He heard everything I had to say and assured me that the matter would be taken care of,” she said. Shenaz had paid Rs 1584 for the massage session.
Police Speak
Meanwhile, Manish Awale, senior police inspector of Wadala TT police station, confirmed that a non-cognisable (NC) offence has been registered against the masseuse, Neelam. However, Shenaz alleged that while the NC was being registered, the masseuse’s name appeared as Ashwini Shiv Shanappa Varpati in the system.
Police later clarified that the discrepancy was due to a technical glitch in the app and that the correct name was subsequently updated in the NC. “Since it is a non-cognisable offence, we will not be investigating the case further. The matter now requires either a civil suit or court proceedings, which will have to be initiated by the victim or the company,” Awale said.
UC’s response
Bhavya Sharma, UC’s corporate communications and public policy representative, told mid-day via a text message, “We are working with the law enforcement agencies and extending full support. As of now, the partner has been removed from the platform.”
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