Mumbai, January 23: A 46-year-old public relations professional in Mumbai's Wadala has filed a police complaint alleging she was physically and verbally assaulted by a massage therapist (masseuse) booked through the home-services platform Urban Company. The incident, which occurred on Wednesday afternoon, reportedly began after the customer attempted to cancel the session due to privacy and equipment concerns. The Mumbai Police have registered a non-cognizable (NC) offence against the service provider, identified as Neelam Kumari Jaiswal.

Dispute Over Setup and Privacy

The complainant, Shenaz S., who sought relief for frozen shoulder pain, stated that the altercation began shortly after the therapist arrived at her Wadala East residence. Shenaz grew concerned when the therapist insisted on setting up a large massage bed in the living room, which has large windows, rather than the bedroom. Mumbai: Drunk Biker Assaults Elderly Pedestrian, Hurls Abuses While Riding Two-Wheeler on Footpath in Maharashtra; Police Respond After Video Goes Viral.

Citing privacy concerns, Shenaz decided to cancel the appointment and requested a refund through the mobile application. According to the victim, the therapist refused to leave and began behaving erratically, walking through the house while shouting and hurling verbal abuse.

Viral Video Shows Urban Company's Masseuse Assaulting Woman and Her Son in Wadala

Allegations of Physical Violence

The situation escalated into physical violence when Shenaz asked the therapist to exit the premises. The victim alleges that the professional pulled her hair, punched her, and scratched her face, resulting in an injury to her eye. Shenaz's 18-year-old son reportedly tried to intervene and was also attacked. The therapist allegedly fled the scene after Shenaz managed to contact the Mumbai Police helpline.

Security and Identity Discrepancies of the Accused

The incident has raised questions regarding security protocols at residential complexes. Shenaz noted that the therapist did not register via the building's "MyGate" security app, allegedly slipping past the guard while he was distracted. Furthermore, a discrepancy in the therapist's identity emerged during the police filing. While the app identified the partner as Neelam Kumari Jaiswal, the police system initially displayed a different name - Ashwini Shiv Shanappa Varpati. Authorities later clarified that this was due to a technical glitch in the platform's data sync, and the correct name was eventually recorded in the NC. Urban Company To Award Shares Worth Rs 150 Crore to Gig Workers.

Corporate and Legal Response

Urban Company has confirmed that the service partner has been permanently removed from the platform. "We are working with the law enforcement agencies and extending full support," stated Bhavya Sharma, a representative for the company. The Wadala TT Police Station has categorised the incident as a non-cognizable offence. Under current regulations, this means the police will not investigate further unless directed by a court. The victim may now need to pursue a civil suit or court proceedings to seek further legal recourse.

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TruLY Score 3 – Believable; Needs Further Research | On a Trust Scale of 0-5 this article has scored 3 on LatestLY, this article appears believable but may need additional verification. It is based on reporting from news websites or verified journalists (Mid-day), but lacks supporting official confirmation. Readers are advised to treat the information as credible but continue to follow up for updates or confirmations

(The above story first appeared on LatestLY on Jan 23, 2026 04:18 PM IST. For more news and updates on politics, world, sports, entertainment and lifestyle, log on to our website latestly.com).