i do agree it's fair, but it's also true that the service provider could argue that they are supposed to be in total control of the service, including the front-end.
It's by societal consensus that this can be made fair, and to convince people that it is fair, there needs to be a logical, indisputable argument that it's fair. Otherwise, the service providers can always just hide behind the counter-argument of being in control and TOS etc.