Mumbai Woman Allegedly Assaulted by Urban Company Masseuse After Cancelling Appointment
A massage appointment booked through the popular home services platform Urban Company allegedly turned violent at a residential apartment in Mumbai, prompting a police complaint and raising significant questions about safety protocols on digital service platforms. The disturbing incident, which involved a 46-year-old public relations professional from Wadala East, has been reported by Mid-day and highlights potential vulnerabilities in app-based service delivery systems.
Details of the Alleged Assault
The woman, identified as Shenaz S, works in public relations and resides with her 18-year-old son in Wadala East. She told Mid-day that she had booked the massage session hoping to find relief from persistent frozen shoulder pain. However, what began as a routine wellness appointment quickly escalated into a frightening confrontation that left her with physical injuries and emotional trauma.
Shenaz claimed she suffered multiple injuries during the altercation, including visible scratches on her face, hair-pulling, and being forcefully pushed to the ground. She further alleged that her son was also attacked when he attempted to intervene and protect his mother from the aggressive behavior of the service provider.
Sequence of Events Leading to the Confrontation
According to Shenaz's account to Mid-day, the incident occurred on a Wednesday afternoon. She had booked a 4:30 PM massage slot through the Urban Company app after her regular masseuse was unavailable. Shenaz returned home around 3:30 PM, and the assigned masseuse arrived shortly thereafter.
The first red flag emerged immediately when Shenaz noticed something unusual about the masseuse's entry into her housing society. She claimed she did not receive any notification on the society's MyGate app, which typically alerts residents about visitor entries through a systematic verification process. Despite this security lapse, the masseuse managed to reach her doorstep and began setting up massage equipment.
Shenaz told the publication that she became concerned when she observed that the massage bed brought by the service provider was significantly larger than the standard hot massage bed typically used for such sessions. When she questioned this discrepancy, the masseuse reportedly stated it was the only bed available to her.
The situation deteriorated further when Shenaz suggested adjusting the setup in her bedroom for privacy, but the masseuse allegedly insisted on using the living room instead. Citing legitimate privacy concerns due to large windows in her living area, Shenaz made the decision to cancel the session and initiated the refund process through the Urban Company application.
Escalation to Physical Violence
Shenaz alleged that the cancellation triggered an immediate and violent response from the masseuse. She claimed the service provider stood silently for several moments before speaking incoherently about having "launched" Urban Company in Noida and making unrelated, confusing remarks.
According to Shenaz's detailed account, the masseuse then began moving aggressively around the house, shouting loudly and using abusive language. "When I asked her to leave, she turned violent," Shenaz stated, describing how her hair was pulled, she was punched, and her face was scratched during the physical assault.
Shenaz said she attempted to call the Mumbai Police helpline for immediate assistance but struggled to get through during the chaotic situation. By the time she received advice to visit the police station, the masseuse had already departed from her residence. She subsequently reached the Wadala TT Police Station around 5:15 PM to formally file a complaint about the traumatic incident.
Security Concerns and Platform Response
Shenaz raised serious concerns about how the masseuse managed to enter her housing society without proper authorization. She told Mid-day that the security guard later confirmed there was no record of the masseuse's entry in the MyGate system. The guard suggested the woman may have slipped into the premises without registering when he was briefly distracted by other duties.
Furthermore, Shenaz claimed that despite repeated attempts to contact Urban Company immediately after the incident, she received no prompt response or support. According to Mid-day's report, Shenaz finally received a call around 10 PM from a person identifying himself as Shivam from the company's head office, who assured her that the matter would be properly addressed. Shenaz had paid ₹1,584 for the cancelled massage session.
Official Responses and Legal Proceedings
A police officer from the Wadala TT police station confirmed to Mid-day that a non-cognisable (NC) offence has been registered against the masseuse based on Shenaz's complaint. During the registration process, an interesting discrepancy emerged when the masseuse's name initially appeared differently in the police system. Authorities later clarified to the publication that this inconsistency resulted from a technical issue within the application and was subsequently corrected.
The officer explained that since the registered offence is categorized as non-cognisable, no further police investigation will be conducted automatically unless pursued through formal court proceedings initiated by the complainant.
Responding to the incident, Urban Company's corporate communications and public policy representative Bhavya Sharma told Mid-day via 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." This statement confirms the company has taken immediate action against the service provider involved in the alleged assault.
Broader Implications for Digital Service Platforms
This disturbing incident raises critical questions about safety verification processes, background checks, and emergency response protocols on popular app-based service platforms. As digital platforms increasingly mediate service delivery in personal spaces like homes, ensuring robust safety measures for both customers and service providers becomes paramount.
The case highlights potential vulnerabilities in entry verification systems within residential complexes and underscores the need for enhanced coordination between service platforms, security personnel, and residents. It also brings attention to the importance of clear cancellation policies and conflict resolution mechanisms that prioritize customer safety above all other considerations.
As urban consumers increasingly rely on digital platforms for convenience, incidents like this serve as crucial reminders about maintaining vigilance and advocating for stronger safety standards in the rapidly expanding gig economy sector.
