And then when you need a "one-time exception" they say sorry, we already gave you a "one-time exception", we can't do it again.
In this specific case that isn't relevant, as the right was exercised in full.
However, I was so confident of being right, that I was literally ready to have the client initiate a class action against the company if they didn't honor it. It was simple and easy, no need to look into laws and regulations. It's a contract.