ADA Compliance (Digital and Physical)

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

Related Pages

• Inspection and Audit Preparation
• Workplace Safety
• Location and Facilities
• NYC Department of Buildings (DOB)
• Employer Anti-Discrimination Rules

Source Material

• ADA Title II Regulations
• ADA Title III Regulations
• Titles I and V of the Americans with Disabilities Act of 1990 (ADA)
• ADA Standards for Accessible Design
• ADA Accessibility Standards (Access Board)
• Web Content Accessibility Guidelines (WCAG) 2.1

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