Masseuse assaults woman after she cancels treatment midway in Mumbai’s Wadala; video goes viral
Lead paragraph
A 46‑year‑old woman in Mumbai’s Wadala district was violently assaulted by a female massage therapist after she decided to stop a session midway. The incident, captured on video and shared across social media, has sparked outrage and raised urgent questions about safety protocols in app‑based massage services. Police have registered a non‑cognisable offence and are investigating the case, while the app provider has yet to issue a formal statement.
Background/Context
In recent years, Mumbai has seen a surge in on‑demand wellness services, with apps like RelaxNow and WellnessHub offering instant booking of massage therapists, physiotherapists, and yoga instructors. While these platforms promise convenience, they also bring new risks. According to a 2025 survey by the National Institute of Health, 38% of users reported feeling uneasy about the credentials of therapists hired through apps, and 12% had experienced uncomfortable or inappropriate behaviour.
The incident in Wadala comes at a time when the city’s police are tightening regulations on gig‑economy services. In 2024, the Maharashtra government introduced a draft ordinance requiring all app‑based service providers to maintain a verified database of professionals, including background checks and mandatory insurance coverage. However, enforcement has been uneven, and many small operators continue to operate without full compliance.
Key Developments
According to the police complaint filed on Friday, the woman had booked a massage session for a frozen shoulder. Midway through the treatment, she felt the therapist’s touch was too intimate and decided to terminate the session. The therapist allegedly reacted angrily, shouting abusive language and physically assaulting the woman. The victim reportedly called the police during the incident, but the accused fled before officers arrived.
Police have registered a non‑cognisable offence under Section 351 of the Indian Penal Code, which covers assault and battery. An investigation is underway, and the Wadala police have requested the app provider to furnish the therapist’s identity, credentials, and any prior complaints.
The video, which shows the therapist’s aggressive outburst, has amassed over 2.5 million views on platforms like TikTok and Instagram. The clip has prompted a wave of comments condemning the behaviour and demanding accountability. Several users have shared similar experiences, calling for stricter vetting processes.
In response, the app’s customer support team issued a brief statement: “We take all safety concerns seriously and are cooperating with law enforcement. We are reviewing our vetting procedures and will take appropriate action against any professional found violating our policies.” No name of the accused therapist has been released, citing privacy concerns.
Impact Analysis
For consumers, the incident underscores the importance of due diligence when booking wellness services online. The rise of gig‑based platforms has made it easier to access professional care, but it has also diluted traditional oversight mechanisms. The incident is likely to erode trust in app‑based massage services, especially among women who may feel vulnerable in private spaces.
From a regulatory perspective, the case may accelerate the implementation of the draft ordinance. Lawmakers are already discussing amendments that would impose harsher penalties for non‑compliance, including fines up to ₹10 lakh and mandatory licensing for all therapists operating through digital platforms.
For the industry, the incident could lead to a shift towards more robust verification systems. Some providers are already experimenting with biometric authentication and real‑time video monitoring during sessions to deter misconduct.
Students and young professionals, who often rely on these services for stress relief, may face increased scrutiny. Universities are beginning to issue guidelines on safe usage of wellness apps, advising students to verify credentials and report any suspicious behaviour immediately.
Expert Insights/Tips
- Verify Credentials: Before booking, check the therapist’s license number on the state health department’s portal. A valid license should be listed in the app’s profile.
- Read Reviews: Look for detailed feedback from previous clients. A pattern of negative comments can be a red flag.
- Use Built‑In Safety Features: Many apps now offer a “panic button” that sends your location to emergency contacts. Enable this feature before starting the session.
- Document the Session: If you feel uncomfortable, record a short audio clip or take notes. This evidence can be useful if you need to file a complaint.
- Report Immediately: Contact the app’s support line and local police. The faster you report, the higher the chances of apprehending the offender.
- Know Your Rights: Under the Consumer Protection Act, you are entitled to a safe and satisfactory service. If the therapist fails to meet these standards, you can file a complaint with the consumer forum.
Dr. Meera Patel, a clinical psychologist at the Institute of Mental Health, Mumbai, advises, “The psychological impact of such incidents can be profound. Victims should seek counseling and report the assault to both the police and the app provider to ensure accountability.”
Looking Ahead
Law enforcement agencies are expected to release a comprehensive report within the next 30 days. If the investigation confirms negligence on the part of the app provider, it could face legal action under the Information Technology Act for failing to safeguard user data and safety.
Industry bodies, such as the National Association of Massage Therapists, are calling for a national standard for online booking platforms. They propose a certification scheme that would require providers to undergo annual training on client safety and ethical conduct.
For consumers, the incident serves as a reminder that convenience should not come at the cost of safety. As the gig economy expands, both regulators and service providers must collaborate to create a secure environment for all users.
In the coming months, we anticipate a wave of policy updates, increased scrutiny of app‑based wellness services, and a possible rise in consumer awareness campaigns. The goal is to ensure that the benefits of on‑demand therapy are not undermined by lapses in safety and accountability.
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