A home massage appointment in Mumbai’s Wadala area spiralled into a physical fight between a 46-year-old woman and an Urban Company massage therapist after the client cancelled the session over concerns about space and privacy. A video of the incident, recorded by the woman’s son, has since gone viral on social media, sparking public outrage.
The incident took place on Wednesday, January 21, 2026. The client, identified as Shenaz, also known as Shahnaz Wahid Sayyed, had booked a massage session scheduled for 4:30 pm to treat a frozen shoulder. The therapist, identified as Neelam Kumari Jaiswal, reportedly arrived early and began setting up a massage bed in the living room.
According to police, Shenaz objected to the size of the massage bed and expressed concerns over privacy, following which she cancelled the session. An argument broke out over the cancellation, which soon escalated into a physical altercation.
Police said the therapist allegedly pulled Shenaz’s hair, punched her and scratched her face. When the woman’s 18-year-old son intervened to stop the fight, he was also allegedly attacked. The video, recorded by the son, shows both women pulling each other’s hair, exchanging punches and falling onto a bed during the scuffle.
As the situation worsened, Shenaz called the police helpline number 100. The therapist reportedly fled the spot before police arrived.
Wadala TT Police have registered a non-cognisable (NC) offence against the therapist, which restricts further investigation unless directed by a court. Officials said the video footage is being examined.
Urban Company, the service platform through which the booking was made, said the therapist has been immediately removed from the platform. The company also stated that it is cooperating fully with the police and has reached out to the client.
The video clip, widely shared on platforms such as X (formerly Twitter) and Instagram, has triggered debate over safety, accountability and dispute handling in app-based home services.
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