Nobroker — Rent payment 3% penalty

I paid my sister's rent through Nobroker on June 1 through her Nobroker account and my credit card. Nobroker have requested for rental agreement on her email address and SMS. But she's admitted at a hospital and couldn't act on the email and SMS within the 4-5 days buffer Nobroker had provided.

The moment I got an email about refund after 1% transacting charges and 2% deducted as penalty (since my credit card was used) we had checked her email account and sent the valid and authenticated rental agreement to their email box.

They are still refusing the refund of the penalty charges as we were a few hours late to respond. And they have charged me appprox Rs.970/- as a penalty for the rent payment worth Rs.32000/- and the customer care team is outright rude and unhelpful when asking about the charges.

They are not ready to consider even the health condition of the account holder as a reason for a couple of hours of delay even during the Covid-19 pandemic lockdown situation. Really bad experience. Not sure if I am likely to continue using their rent payment portal again.