In some cases, yes, if you want to receive the service or product, you can choose to accept the terms of service or move on. But the bank changed the rules after the service was provided (she already had an account), and the woman wanted to no longer have that service anymore due to the change in rules. She never agreed to the service which obliged her to wear a mask, she didn't agree to that rule to get the service, they changed it on her. They must abide by the service they provided prior to their rule change that she didn't agree to in exchange for the service they offered at the time.
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Nice try but no cheesecake for you.