Cars24 - forfeited Rs party peshi amount

I sold my lucknow registered car to cars ** in gurgaon on *th October and was told that party oeshi will take around ** to ** days.
On *th nov , I got a call from the support agent and he said that I have to pay a certain sum as I was unable to personally visit the room, I told him that it wasn't informed to me prior to selling the car and that he should check about his with his backend . I also told him to get back to me with the response .
I have been told by my doctor to not travel long distances .
Now while checking the status of party peshi on the app, I got to know that they had canceled the party peshi without informing or giving any other way out.