Catfight Between Urban Company Service Provider And Customer In Wadala Goes Viral, Watch

A 46-year-old woman from Wadala has accused a masseuse booked through Urban Company (UC) of physically and verbally assaulting her after she cancelled a massage appointment.

The woman, Shenaz S, works in public relations and lives with her 18-year-old son in Wadala East. She said she suffered injuries during the incident, including scratches to her eye, hair pulling, and being pushed to the floor.

According to Shenaz, she had booked the massage on Wednesday afternoon to ease severe pain caused by a frozen shoulder. Since her regular masseuse was unavailable, the app assigned another service provider for a 4.30 pm appointment.

Dispute Over Massage Setup Led to Cancellation

Shenaz said she returned home around 3.30 pm and noticed something odd when the masseuse arrived. "Usually, I get an alert on the MyGate app when someone enters our building, but this time there was no notification. Still, the masseuse reached my door," she said.

She allowed the woman inside, who then began setting up the massage equipment.

Shenaz noticed that the massage bed was much larger than the one usually used for hot oil massages. When she questioned this, the masseuse said it was the only bed she had.

Shenaz suggested moving the setup to the bedroom for privacy, but the masseuse insisted on using the hall. "The hall has big windows, and I didn't feel comfortable," Shenaz said. She then decided to cancel the session and opened the app to check for another available slot.

'She Suddenly Became Aggressive'

Shenaz alleged that the situation escalated unexpectedly. While she was trying to request a refund, the masseuse reportedly stood quietly for a few minutes and then began talking randomly about unrelated matters.

"She suddenly took out her phone and started walking around my house, shouting abuses," Shenaz said. "When I asked her to leave, she became violent. She pulled my hair, punched me, and scratched my face. When my son tried to stop her, she even attacked him."

Shenaz said she tried calling the Mumbai Police helpline (100) several times and was eventually advised to visit the police station. By then, the masseuse had already left the house.

Questions Raised Over Security Lapse

After the incident, Shenaz asked the society's security guard to check the MyGate records.

According to her, there was no entry logged for the masseuse. The guard reportedly said the woman had waited outside initially and later entered the building without registering when he was briefly distracted.

Shenaz also claimed she did not receive immediate support from Urban Company despite repeated attempts to contact them. She said she finally got a call around 10 pm from a person claiming to be from UC's head office, who assured her that action would be taken. The massage session cost her Rs 1,584.

Police Register NC Case, Urban Company Responds

A police officer from Wadala TT police station confirmed that a non-cognisable offence (NC) was registered against the masseuse. Shenaz, however, said there was confusion over the name entered in the police system. Police later clarified that it was a technical error and the correct name was updated.

The officer said that since it is a non-cognisable offence, the police will not carry out further investigation. "The victim or the company will need to approach the court if they want to pursue the matter further," he added.

In response, Urban Company's corporate communications and public policy representative Bhavya Sharma said the company is cooperating with the authorities. "We are extending full support to law enforcement. The partner involved has been removed from the platform," she said.