ADA Compliance (Digital and Physical)

Your storefront and website must meet federal accessibility standards under the Americans with Disabilities Act (ADA). These requirements apply before opening and throughout operations and are actively enforced through lawsuits and regulatory action.

Both physical access and digital access are required.

What This Covers

Website accessibility requirements
Physical store accessibility standards
Employee disability accommodations
Service animal rules
Required accessibility signage
Enforcement authority

Website Accessibility Requirements

Your website must be accessible to people using assistive technology.

Follow WCAG (Web Content Accessibility Guidelines)
Provide descriptive alt text for all images
Ensure navigation works without a mouse
Use readable text with sufficient color contrast
Allow text to scale without breaking layout
Ensure menus, ordering systems, and forms are accessible
Provide captions or transcripts for video content
Do not block screen readers or keyboard navigation

These requirements apply even if you use third-party templates, platforms, or widgets.

Physical Store Accessibility

Your storefront must allow customers with disabilities to enter and shop independently.

Provide a clear, accessible entrance (ramp or level entry)
Ensure doorways are wide enough for wheelchairs
Provide sales counters accessible from a seated height
Keep aisles and pathways clear of obstacles
Provide an accessible route if steps are present

If a customer cannot physically enter your store, the location is not compliant.

Employee Disability Accommodations

Employers must provide reasonable accommodations unless doing so causes undue hardship.

Adjust schedules or job duties when medically required
Provide modified or adaptive equipment
Allow additional time for certain job functions
Provide private space for medical needs
Adjust communication or training methods

Employers may not retaliate against employees for requesting accommodations.

Service Animal Policies

Service animals must be permitted in all public areas.

You may only ask:
- Whether the animal is required because of a disability
- What task the animal is trained to perform
You may not:
- Ask about the person’s disability
- Request documentation or proof of training
A service animal may be removed only if:
- It is out of control, or
- It poses a direct safety risk

Signage Requirements

Accessible signage is required where applicable.

ADA-compliant restroom signage, if public restrooms are present
High-contrast, readable signs for entrances, exits, and checkout
Braille signage where required by ADA standards
Emergency exit signs visible and unobstructed

Signage must meet ADA design standards and applicable building codes.

Enforcement and Oversight

Identifies agencies that enforce ADA requirements.

U.S. Department of Justice (DOJ)
U.S. Department of Transportation (DOT)

What Operators Usually Miss

Websites are subject to ADA enforcement
Third-party platforms do not remove responsibility
Accessibility applies before opening, not after complaints
Service animal rules are narrowly defined

When This Comes Up

Before opening a storefront
Launching or redesigning a website
Responding to demand letters or lawsuits
Hiring and managing employees

What Happens If You Ignore This

ADA lawsuits
Civil penalties
Mandatory remediation
Ongoing legal exposure