Wadala woman assaulted after cancelling Urban Company massage

A 46yearold 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 18yearold 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 assault46yearold Wadala woman was allegedly assaulted by an Urban Company masseuse after cancelling a massage session suffering scratches hairpulling and punches while her teenage son was also attacked during disputeThe shocking incident was captured on video by the victimrsquoshellip pictwittercomMSzRkcuyzimdash Mid Day mid_day January 23 2026According to Shenaz the incident took place on Wednesday afternoon ldquoI 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 430 pm slot I reached home around 330 pm and shortly thereafter the masseuse arrivedrdquo she saidShenaz noted that the masseusersquos arrival itself appeared unusual ldquoIn 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 tablerdquo she addedScreengrab from a video capturing the violent incident which was shot by the Wadala womanrsquos son right Scratch marks on the complainantrsquos forehead PicsBy Special ArrangementShenaz 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 ldquoI asked her why she hadnrsquot 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 hallrdquo Shenaz saidShe said she refused the suggestion citing privacy concerns ldquoOur 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 slotrdquo Shenaz addedShenaz further alleged that the situation escalated suddenly ldquoWhile 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 lsquolaunchedrsquo Urban Company in Noida and spoke about unrelated thingsrdquo she saidlsquoShe turned violentrsquoShenaz claimed that the masseuse then took out her phone and started walking around the house ldquoShe went into the kitchen and then the hall shouting and hurling abuses When I asked her to leave my house she turned violentrdquo Shenaz alleged ldquoShe pulled my hair punched me and scratched my face When my son tried to intervene she even attacked himrdquoShenaz said she then dialled 100 the Mumbai Police helpline but managed to get through only after several attempts ldquoThe control room told me to go to the police station By then the woman had leftrdquo she said adding that she immediately rushed to the Wadala TT police station at around 515 pmShenaz also raised concerns about the masseusersquos unauthorised entry into the housing society ldquoWhen I asked the security guard to check her details on the MyGate app he said there was no entry recordrdquo 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 occupiedShenaz 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 UCrsquos head office ldquoHe heard everything I had to say and assured me that the matter would be taken care ofrdquo she said Shenaz had paid Rs 1584 for the massage sessionPolice SpeakMeanwhile a police officer from Wadala TT police station confirmed that a noncognisable NC offence has been registered against the masseuse Neelam However Shenaz alleged that while the NC was being registered the masseusersquos name appeared as Ashwini Shiv Shanappa Varpati in the systemPolice 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 ldquoSince it is a noncognisable 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 companyrdquo hesaidUCrsquos responseBhavya Sharma UCrsquos corporate communications and public policy representative told midday via a text message ldquoWe are working with the law enforcement agencies and extending full support As of now the partner has been removed from the platformrdquo