Police in Mumbai have launched an investigation after a woman accused a home-service massage therapist of physical assault following a dispute over a cancelled booking, officials said Friday.

The incident, which occurred in the Wadala neighbourhood, was partially captured in a viral video that shows a heated argument between the two women escalating into a physical struggle.

The 46-year-old complainant, identified as Shahnaz Sayyed, had requested a massage through the Urban Company app to treat a frozen shoulder. According to her statement to police, she became uncomfortable with the therapist’s demeanour and the size of the massage bed brought to her residence.

Sayyed told authorities she decided to cancel the session and initiated a refund through the mobile application. The therapist, identified by police as Ashvini Vartapi, allegedly became enraged by the cancellation and began shouting verbal abuses.

"She is a mad woman. She came into my house and started beating my mother," the woman’s son is heard shouting in the video as he recorded the altercation. He alleged that the therapist also pushed him when he tried to intervene.

The complainant alleged that the therapist pulled her hair, punched her in the face, and shoved her to the ground, causing several scratches.

Wadala police have registered a non-cognizable offence and are investigating the claims. Preliminary inquiries revealed technical discrepancies regarding the therapist’s name and identity on the service platform, which have since been updated in the app's records.

Urban Company has reportedly terminated the therapist’s partnership following the incident. "We have removed the partner in question from our platform," a company spokesperson stated, according to local media reports.

The therapist fled the scene before police officers arrived at the apartment. No arrests have been made as the investigation continues.