Service animal policy for businesses: a plain-English template

Do you need a service animal policy?

The ADA does not require a written policy. It requires you to follow the rules, and the first one surprises many owners: a business with a "no pets" policy "generally must modify the policy to allow service animals into their facilities," in DOJ's words. A short written policy is the easiest way to make sure the person at the door on a busy Saturday gives the same answer as the manager would.

For the rules in more depth, see what businesses can ask about a service dog, which also has a short script for staff.

A sample service animal policy you can adapt

Copy the text in the box, replace the bracketed parts, and delete any section that does not fit your business. It follows the federal ADA rules for businesses in 28 CFR 36.302. Your state or city may add rules, so have a lawyer review it before you adopt it.

SAMPLE POLICY: adapt before use. General information, not legal advice.

[Business name] Service Animal Policy

1. We welcome service animals. People with disabilities who use service animals may bring them into all areas of [business name] where customers are allowed to go. Our no pets rule does not apply to service animals.

2. What a service animal is. Under the Americans with Disabilities Act (ADA), a service animal is a dog that is individually trained to do work or perform tasks for a person with a disability. In some cases we will also allow a trained miniature horse. Animals whose only role is to provide comfort or emotional support, and therapy animals, are not service animals under the ADA. [Optional: State or local law may give emotional support animals more rights here; we follow those laws.]

3. What staff may ask. If it is not obvious what the dog does, staff may ask only two questions: (1) Is the dog a service animal required because of a disability? (2) What work or task has the dog been trained to perform? If a customer has more than one service animal, staff may ask these questions about each one. Staff will not ask about the person's disability, ask for documents, ID, a certificate, a registration or a vest, or ask the dog to demonstrate its task. If the dog's work is obvious, staff will not ask at all.

4. No extra charges. We do not charge any fee, deposit or surcharge for a service animal. If we normally charge customers for damage they cause, we may charge for damage a service animal causes.

5. The handler's responsibilities. The animal must be under the handler's control at all times, on a harness, leash or other tether unless that would interfere with its work or the handler's disability prevents it, in which case the handler controls it by voice, signal or other means. The handler is responsible for the animal's care and supervision. The dog stays on the floor or is carried; it may not ride in shopping carts or sit on chairs or tables, and we do not serve food to animals at the table.

6. When we may ask an animal to leave. Only if (a) the animal is out of control and the handler does not take effective action to control it, or (b) the animal is not housebroken. Barking once, or barking because someone provoked the dog, is not by itself out of control. If we ask an animal to leave, we will offer to serve the customer without the animal.

7. Allergies and fear. Allergies and fear of dogs are not reasons to refuse a service animal. If another customer or an employee is allergic or afraid, we will make room for both people, for example by seating or serving them in different areas.

8. Food areas. [For food businesses:] Service animals may go into all public areas, including self-service food lines, even where health codes ban other animals. Areas closed to customers, such as kitchens, stay closed to all animals.

9. Dogs in training. The ADA does not cover dogs that are still in training. [State] law [does / does not] give access to dogs in training. [Describe your state's rule here.]

10. Questions. The manager on duty handles any questions about this policy. Customers who have a concern may contact [name or department, and how to reach them].

A few notes on the choices in the sample. Section 2's line on miniature horses comes from a separate ADA provision that allows them case by case; see miniature horse service animals. Section 8 reflects DOJ's statement that food businesses "must generally allow service animals in public areas even if state or local health codes prohibit animals on the premises"; restaurant details are in service dogs in restaurants.

The rules the policy rests on

• All customer areas: handlers may go "in all areas of a place of public accommodation where members of the public ... are allowed to go" (36.302(c)(7)).
• Two questions, no documents: 36.302(c)(6). DOJ adds that registration documents sold online "do not convey any rights under the ADA" and are not proof that a dog is a service animal. A business cannot require them, and should not rely on them.
• Removal: out of control or not housebroken only (36.302(c)(2)), with an offer to serve the person without the dog (36.302(c)(3)).
• No surcharge: even if people with pets pay fees (36.302(c)(8)). Hotels may not charge for cleaning dog hair, but may charge the same damage fee charged to other guests.
• Breed: the ADA does not restrict breeds, and local breed bans must make an exception for a service dog unless that particular dog is a direct threat.

Emotional support animals, therapy dogs and pets

DOJ's FAQ says emotional support animals "do not qualify as service animals under the ADA", and adds that "some State or local governments have laws that allow people to take emotional support animals into public places." So under federal law your ordinary pet policy may apply to an ESA, a therapy dog or a pet, but check your state and city before you put that in writing. That is why the sample's ESA line is optional.

If you are worried about customers passing off pets as service dogs, the two questions are your tool. An answer that describes comfort rather than a task means the animal is not a service animal under the ADA. Many states also make misrepresentation an offense; see fake service dog laws.

Service animal signs: wording that gets it right

A sign is optional. If you post one, keep it short and accurate. Good wording:

• "Service animals welcome."
• "Service animals welcome. No pets, please."
• "Pets are not allowed. Service animals are always welcome."

Wording to avoid, because it asks for something the ADA does not allow you to require:

• "Registered service dogs only" or "Certified service animals only." There is no official registry or certification to check.
• "Service dogs must wear a vest." DOJ says the ADA "does not require service animals to wear a vest, ID tag, or specific harness."
• "Show ID or papers for your service animal."
• Any "ADA compliant" badge. Nobody certifies a sign, a policy or a business that way.

State law can add to this. Montana, for example, requires a business that posts a no-animals notice to also say that service animals are allowed (MCA 49-4-214(7)). Check your state's page on our service dog laws by state.

Training staff in ten minutes

A short huddle covers what front-line staff need:

1. Service dogs go wherever customers go. No pets rules and health codes do not keep them out of public areas.
2. If it is obvious what the dog does, say nothing about it. Otherwise, ask the two questions, word for word, and accept the answer.
3. Never ask for papers, an ID, a vest or a demonstration, and never ask about the person's disability.
4. No fees, no seating customers outside or in a corner because of the dog.
5. Only call a manager to remove a dog that is out of control with a handler who is not correcting it, or that has an accident.
6. Allergic or frightened customer or coworker? Move them, not the dog.
7. Do not pet, feed or talk to the dog. It is working.

Some businesses keep the two questions at the register. Our know-your-rights wallet cards print them word for word, which works for a staff room as well as a handler's wallet.

For a one-page version staff can read at the door, see service dog rules for businesses, in one minute.

Employees are different

This sample is for customers. When an employee asks to bring a service dog to work, a different part of the ADA (Title I) applies: it is a reasonable accommodation request, the employer may ask for documentation when the need is not obvious, and an emotional support animal may have to be considered. Do not use the customer policy for that. See service dogs at work, and for an employee who is allergic to a coworker's dog, service dogs, allergies and fear of dogs.

Common questions

Sources

1. 28 CFR 36.302(c), service animals in public accommodations
2. DOJ, ADA Requirements: Service Animals FAQ
3. DOJ, ADA 2010 Revised Requirements: Service Animals (health codes, allergies)
4. 28 CFR 36.104, definition of service animal
5. Montana MCA 49-4-214, service animals in public places
6. Job Accommodation Network, Service Animals as Workplace Accommodations

General information, not legal advice. Policies and laws change; follow the sources. Last checked October 27, 2026.