Can BBdaily legally expire wallet money added via UPI from a customer’s own bank account?

I had INR 1592 in my BBdaily wallet which was added using my own bank account through UPI (same number as my registered mobile number).

Recently, BBdaily expired/removed the balance from my wallet instead of refunding it back to my account. This was my own money loaded via UPI from my bank account.

I contacted support and they acknowledged the issue and told me the amount would be credited back within 24 hours. It has now been well over 24 hours and nothing has been credited.

I also emailed bbdailysupport@bigbasket.com but:

• received no reply,
• no resolution,
• not even an auto-responder acknowledgment email.

Can companies legally expire customer-funded wallet balances like this in India?

Has anyone else faced similar issues with BBdaily or BigBasket wallet balances?