My friend had problems when they requested his identity card scans. As allowed in their ToS/conditions, we'd put a gradient watermark on them in the areas with no information. This was in case of a major leak/hack, to avoid the misuse of the documents.
They refused them systematically, even with transparent watermarks, citing their own ToS !!!
So we went elsewhere.
Did they give any explanation for that?
They refused it because of their ToS. Haven't you read what she wrote ?
What if she cites their own ToS, and asks about the reason?