Mumbai Wadala massage booking row: Woman files complaint after alleged assault by home service provider
A home massage appointment booked through Urban Company allegedly turned violent at a residential building in Mumbai’s Wadala area, after the client cancelled the session moments before it was due to begin. The incident, captured partially on video, has led to a police complaint and renewed discussion around safety checks on app-based home service platforms.
The complainant, a 46-year-old public relations professional who lives with her 18-year-old son, told police that the masseuse assigned through the Urban Company app arrived at her home on Wednesday afternoon with a large massage bed. The session was scheduled for around 4.30 pm.
According to her statement, she returned home shortly before the appointment and felt uncomfortable with the size of the equipment and the service provider’s conduct. She decided not to go ahead with the massage and initiated a cancellation and refund request through the Urban Company app.
Police sources said the situation escalated soon after the cancellation. The woman has alleged that the masseuse reacted aggressively, pulled her hair, pushed her to the ground, and struck her, causing scratches to her face and other injuries. She further claimed that her son was shoved when he attempted to intervene and ask the masseuse to leave the house.
A video recorded during the altercation, now circulating online, shows the son repeatedly requesting the masseuse to exit the premises as tempers flare. By the time officers from Wadala police station reached the residence, the masseuse had already left.
Based on the complaint, police registered a non-cognisable (NC) offence, officials confirmed. This means that further investigation or legal action would require prior court approval. Police said a preliminary inquiry has been conducted, and the complainant has been informed about the legal process should she wish to pursue the matter further.
During initial verification, police also noted discrepancies in the identity details of the masseuse as reflected on the Urban Company platform, which were later updated, according to officials familiar with the inquiry. Urban Company has not issued a public statement on the incident so far.
The episode has once again brought attention to safety protocols on app-based home service platforms, especially those involving in-home personal services. While such platforms emphasise background checks and user safety, experts say incidents like this underline the importance of clear emergency response mechanisms and swift accountability when disputes arise.
Police reiterated that the complaint has been formally recorded and that any further action will depend on court directions and the complainant’s decision on how to proceed.
