Shopify is committed to maintaining an accessible environment for persons with disabilities. We will use reasonable efforts to ensure that our policies, practices and procedures governing the provision of our services to persons with disabilities are consistent with the following principles:
For the purposes of this policy: "Disability" means:
"Service animal" means an animal accompanying a person with disabilities where it is readily apparent that the animal is used by the person for reasons relating to his or her disability or where the person provides a letter from a physician or nurse confirming that he or she requires the animal for reasons relating to the disability. This definition includes guide dogs used by the blind or visually impaired.
Support person means, in relation a person with disabilities, another person who accompanies him or her in order to help with communication, mobility, personal care or medical needs or with access to goods and services.
This policy applies to Shopify services that are provided to the public. The policy applies to all staff and visitors at Shopify, who are accountable for providing accessibility to persons with disabilities.
We are committed to excellence in serving all visitors, including persons with disabilities, and will carry out our functions and responsibilities by:
Person with disabilities may enter Shopify’s premises with a support person and have access to the support person while on the premises. In certain circumstances, Shopify may require persons with disabilities to be accompanied by a support person when on the premises, but only if a support person is necessary to protect the health and safety of the person with disabilities or the health or safety of others on the premises.
A person with disabilities may be accompanied by a guide dog or other service animal when on Shopify’s premises. In the event that service animals are excluded by law from the premises or a part thereof (e.g. an area where food is being prepared), Shopify will provide other resources or support to enable the person with disabilities to access the services and goods offered by Shopify.
Shopify will notify the public in the event of a planned or unexpected disruption in the facilities or services usually used by persons with disabilities. This notice will include information about its anticipated duration, and a description of alternative facilities or services, if available. Notice will be posted on the doors of the device (i.e. elevator door), or communicated by such method as is reasonable in the circumstances.
Shopify will train its staff and other individuals who provide services to the public on Shopify’s behalf on the provision of its services to persons with disabilities. This policy will also be shared as soon as practicable with new hires. Shopify’s training will include the following topics:
The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard;
Shopify will provide training on an ongoing basis when changes are made to Shopify’s policies, practices and procedures governing the provision of services to persons with disabilities.
Shopify welcomes any feedback regarding the methods we use to provide services to persons with disabilities. Individuals may provide their feedback in person, by telephone, in writing, or by e-mail to:
Accessibility Team 151 O’Connor Street, Ground floor, Ottawa, ON K2P 2L8 613-693-0800accessibility@shopify.com
Accessible formats are available on request. The Accessibility Team will review and assess all feedback received with respect to Shopify’s accessibility practices and policies. If the feedback is in the nature of a complaint, the comment(s) or allegation(s) will be investigated, unless they are made in bad faith, or are frivolous or vexatious. When investigating complaints, those staff who directly interacted with the complainant or those who would typically interact with the complainant, if any, will be asked to comment on the allegation(s) made in the complaint. After reviewing and investigating a complaint, the Accessibility Team will provide a written response to the individual who provided the feedback. Responses shall be provided within a reasonable amount of time and will depend on the complexity of the issues raised.
Modifications to this or other policies Changes will not be made to this policy unless the impact of the changes on persons with disabilities has been considered. Any Shopify policy that does not respect and promote the dignity and independence of persons with disabilities will be modified or removed.
If anyone has a question about the policy, or if its purpose is not understood, please contact the Accessibility Team. Shopify welcomes suggestions from staff for improving this policy and the manner in which we provide services to persons with disabilities.
Upon request, Shopify shall provide a copy of this policy to any person. When a request for this policy is received, Shopify will provide the document or information in a format that takes into account the requestor’s disabilities.