Disney is pretty strict when it comes to appearance (at least when I was working there about 13 years ago), especially when it comes to "face" characters and for good reason. They want them to be as close to perfect as possible...can't autograph the way they want? get out...uncoordinated? get out...can't fit our costumes the way the cartoons do? get the out.  No clue why she was surprised, it's in the contract.