Accessibility Compliance Policy

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• 1. Overview & Purpose
• 2. Definitions
• 3. Accessibility Standards
• 4. Seller Content Requirements
• 5. Images & Media
• 6. Product Information Accessibility
• 7. Communication & Customer Service
• 8. Platform Commitments
• 9. Testing & Validation
• 10. Enforcement
• 11. Reporting & Feedback
• 12. Contact Information
• 13. Governing Law & Jurisdiction

1. Overview & Purpose

Upmos is committed to ensuring that the Upmos Marketplace is accessible to all users, including individuals with disabilities. This Accessibility Compliance Policy establishes standards for both the Upmos platform and seller-generated content to ensure compliance with applicable accessibility laws and provide an inclusive shopping experience for all buyers.

Upmos Entity: Upmos Inc., 9896 Bissonnet St, Houston TX 77036, USA

Contact: accessibility@upmos.com | 1-855-MERCHED (1-855-637-2433)

Legal Framework: This policy is informed by the Americans with Disabilities Act (ADA) Title III, Section 508 of the Rehabilitation Act, the European Accessibility Act (EAA), and the Web Content Accessibility Guidelines (WCAG) 2.2.

2. Definitions

• WCAG (Web Content Accessibility Guidelines): International standards published by the W3C Web Accessibility Initiative (WAI) for making web content accessible to people with disabilities. Upmos targets WCAG 2.2 Level AA conformance
• ADA (Americans with Disabilities Act): U.S. federal civil rights law prohibiting discrimination based on disability, including in places of public accommodation (Title III applies to commercial websites)
• Section 508: Federal law requiring electronic and information technology to be accessible to people with disabilities. Applicable when selling to government agencies
• ARIA (Accessible Rich Internet Applications): A set of HTML attributes that define ways to make web content more accessible to assistive technologies
• Alt Text (Alternative Text): A textual description of an image that is read by screen readers and displayed when images cannot be loaded
• Screen Reader: Assistive technology that converts on-screen content to speech or braille output for visually impaired users (e.g., JAWS, NVDA, VoiceOver)
• Color Contrast Ratio: The relative luminance difference between foreground text and background color, measured as a ratio (e.g., 4.5:1). WCAG AA requires a minimum of 4.5:1 for normal text and 3:1 for large text
• Keyboard Navigation: The ability to operate all interactive elements of a web page using only the keyboard (Tab, Enter, Arrow keys, Escape) without requiring a mouse
• VPAT (Voluntary Product Accessibility Template): A document that explains how a product conforms to Section 508 accessibility standards

3. Accessibility Standards

Conformance Targets

WCAG 2.2 Core Principles (POUR)

• Perceivable: Content must be presented in ways that users can perceive, regardless of sensory abilities. This includes text alternatives for non-text content, captions for multimedia, adaptable layouts, and sufficient color contrast
• Operable: User interface components must be operable by all users. All functionality must be available via keyboard, users must have enough time to interact with content, and content must not cause seizures or physical reactions
• Understandable: Content and interface operation must be understandable. Text must be readable, web pages must behave predictably, and users must be helped to avoid and correct mistakes
• Robust: Content must be robust enough to be interpreted reliably by a wide variety of user agents, including assistive technologies. This requires valid HTML markup and proper use of ARIA attributes

Applicable Laws & International Standards

This Policy is informed by the following accessibility frameworks. Mandatory legal requirements always control over generic standards:

United States

• Americans with Disabilities Act (ADA) Title III — 42 U.S.C. § 12181 et seq., public-accommodation accessibility requirements.
• Section 504 of the Rehabilitation Act of 1973 — 29 U.S.C. § 794, broad nondiscrimination obligations for entities receiving federal funds or that are federal contractors.
• Section 508 of the Rehabilitation Act — 29 U.S.C. § 794d, technical accessibility standards for electronic and information technology.
• Department of Justice ADA Title III Regulations — 28 C.F.R. Part 36, the operating regulation for places of public accommodation.
• California Unruh Civil Rights Act — California Civil Code §§ 51 et seq., statutory minimum damages for accessibility violations in California.
• 21st Century Communications and Video Accessibility Act (CVAA) — 47 U.S.C. § 613, accessibility for advanced communications services.

International

• UK Equality Act 2010 — nondiscrimination duties on service providers, including reasonable adjustments for disabled persons.
• European Accessibility Act (Directive (EU) 2019/882) — harmonized accessibility requirements for products and services in the EU, applicable from June 28, 2025.
• EN 301 549 — the European harmonized standard for ICT accessibility, technically equivalent to WCAG 2.2 Level AA for web content.
• AODA (Accessibility for Ontarians with Disabilities Act, 2005) — Canadian provincial obligations for web content (WCAG 2.0 Level AA).
• ACA (Accessible Canada Act, 2019) — federal Canadian accessibility framework.
• Australian Disability Discrimination Act 1992 — nondiscrimination duties for online services in Australia.

Compliance with these laws is a floor, not a ceiling. Where standards conflict, Upmos applies the higher accessibility level. Mandatory consumer-protection rights are not affected by the limitations in this Policy.

4. Seller Content Requirements

Product Titles

• Product titles must be descriptive and meaningful without relying on visual formatting (color, size, or position) to convey information
• Avoid all-caps titles, excessive symbols, or emoji-only titles that may be misread by screen readers
• Include key product identifiers (brand, product type, size, color) in the title text

Product Descriptions

• Use proper heading hierarchy (H2, H3, H4) in product descriptions. Do not skip heading levels (e.g., H2 to H4)
• Use semantic HTML for lists, tables, and emphasized text. Avoid using images of text when actual text would suffice
• Write in clear, plain language. Aim for a 7th-8th grade reading level for general descriptions. Define technical terms when used
• Structure content with logical reading order. Information should make sense when read linearly by a screen reader
• Avoid flashing or blinking content (>3 flashes per second) which can trigger seizures (WCAG 2.3.1)

Color & Contrast

• Text-based product information (descriptions, specifications, pricing) must meet minimum contrast ratios: 4.5:1 for normal text (under 18pt), 3:1 for large text (18pt+ or 14pt+ bold)
• Do not use color alone to convey information (e.g., “select the red option” without also labeling it). Always provide text labels alongside color indicators
• Interactive elements (buttons, links) must have a non-color visual indicator of focus state (outline, underline, or border change)

Forms & Interactive Elements

• All form inputs (product options, quantity selectors, add-to-cart buttons) must have visible labels associated via label elements or aria-label attributes
• Error messages must be descriptive and programmatically associated with the relevant input field
• Custom dropdown menus, modal dialogs, and tabbed interfaces must use appropriate ARIA roles, states, and properties

5. Images & Media

Product Images

• All product images must include alt text that describes the product shown. Alt text should be concise (125 characters or fewer) and describe the product, not the image composition
• Good alt text examples: “Blue cotton crew-neck t-shirt, size medium, front view” or “Stainless steel insulated water bottle, 32oz, black”
• Poor alt text examples: “image1.jpg”, “product photo”, “click here”, or empty alt=”” for informative images
• Decorative images (borders, dividers) should use empty alt text (alt="") so screen readers skip them
• Size charts, ingredient lists, and other images containing text must have the equivalent information available as actual HTML text (not image-only)

Videos

• Product videos must include closed captions (CC) that accurately represent the spoken content and relevant sound effects
• Auto-captioning tools (YouTube auto-caption, etc.) must be reviewed for accuracy before publishing
• Videos with important visual information (product demonstrations, assembly instructions) should include audio descriptions or a text-based alternative
• Videos must not autoplay with sound. If autoplay is used, the video must start muted with easy-to-find controls to enable sound

Infographics & Charts

• Infographics, comparison charts, and data visualizations must have a text-based equivalent (data table, bullet list, or long description) accessible to screen readers
• Charts must not rely solely on color to distinguish data series. Use patterns, labels, or other visual differentiators

6. Product Information Accessibility

Specification Tables

• Product specification tables must use proper HTML table markup with , (with scope attributes), and elements
• Complex tables (merged cells, multi-level headers) must include ARIA table roles or headers attributes to associate data cells with their headers
• Do not use HTML tables for purely visual layout purposes

Downloadable Documents

• PDF product manuals, warranty documents, and SDS sheets should be tagged PDFs with proper reading order, alt text for images, and bookmarks
• Where possible, provide HTML alternatives to PDF documents for maximum accessibility
• Document file types must be clearly labeled (e.g., “Product Manual (PDF, 2.3 MB)”)

Size & Measurement Information

• Size charts must be provided as HTML tables, not images. Include both U.S. and metric measurements where applicable
• Size/fit recommendations should use descriptive text rather than visual-only indicators (e.g., “Runs small; order one size up” rather than just a slider graphic)

7. Communication & Customer Service

Seller Communication Standards

• All customer communications through the Signals messaging system must be in plain text format readable by screen readers. Avoid image-only messages
• When sharing documents, images, or links in messages, provide text descriptions of the content
• Response templates should be reviewed for accessibility. Avoid templates that rely on formatting or visual elements to convey important information

Return & Refund Information

• Return instructions must be provided in accessible text format, not only as printed inserts in shipped packages
• Return labels should be available in digital format (PDF or email) for customers who cannot access physical labels

Reasonable Accommodations

Upmos provides reasonable accommodations to ensure equal access to the Services for individuals with disabilities. To request an accommodation, contact accessibility@upmos.com. Common accommodations include:

• Alternative formats — policies, receipts, and notices in large print, plain-text, or screen-reader-optimized formats.
• Assistive-technology accommodations — extended session timeouts, simplified checkout, voice-enabled support callbacks.
• Extended time on transactions — longer windows for returns, dispute responses, and verification challenges where a disability affects timely completion.
• Sign-language interpretation — video-relay or written-chat alternatives for phone support where requested in advance.
• Service animals — service-animal accommodations apply to any in-person Upmos events, vendor showrooms, or pop-up retail experiences under ADA Title III.
• Cognitive accessibility — plain-language summaries of complex policies, reading-time estimates, and simplified-navigation modes.

Communication accessibility on the marketplace is also governed by the Community Guidelines and the Trust and Safety Policy, which prohibit conduct that targets users based on disability.

8. Platform Commitments

Upmos Platform Accessibility

• The Upmos Marketplace platform targets WCAG 2.2 Level AA conformance across all buyer-facing pages, seller dashboard, and checkout flow
• Upmos conducts quarterly automated accessibility testing (using axe-core, Lighthouse, Pa11y) and annual manual audits (using screen readers, keyboard-only navigation, and assistive technology testing)
• Upmos maintains a VPAT (Voluntary Product Accessibility Template) documenting platform conformance, available upon request
• The Bloom Dashboard is designed with keyboard navigability, screen reader compatibility, and high-contrast mode

Built-In Accessibility Features

• Alt Text Generator: AI-powered tool that suggests alt text for product images uploaded by sellers (sellers should review and edit for accuracy)
• Accessibility Checker: Integrated tool in the listing editor that flags common accessibility issues (missing alt text, low contrast, missing labels) before publishing
• High Contrast Mode: Platform-wide high contrast display option for users with low vision
• Font Size Controls: Adjustable text size without breaking page layout (up to 200% zoom)
• Skip Navigation Links: “Skip to main content” links on all pages for keyboard and screen reader users

9. Testing & Validation

Seller Self-Assessment

• Sellers can use the Upmos Accessibility Checker in the listing editor to validate their content before publishing
• The checker evaluates: alt text presence, color contrast ratios, heading hierarchy, table structure, and link text quality
• Listings that fail critical accessibility checks receive a warning badge with specific recommendations for remediation

Recommended Testing Tools

10. Enforcement

Compliance Timeline

Progressive Enforcement

• Phase 1 (Education): Warnings and accessibility improvement recommendations. No listing impact
• Phase 2 (Soft Enforcement): Listings with critical accessibility failures receive reduced search visibility. Seller is notified with specific remediation steps
• Phase 3 (Full Enforcement): Listings that remain non-compliant after 6 months of notifications may be suppressed from search results until fixed
• Upmos will never terminate a seller account solely for accessibility non-compliance. The goal is education and improvement, not punishment

Enforcement Cross-References

Accessibility-violation enforcement operates within the broader marketplace-enforcement framework:

• Acceptable Use Policy §12 (Consequences of Breaching This Policy) — defines the graduated enforcement ladder (Level 1 warning → Level 2 restriction → Level 3 suspension → Level 4 termination) that this Section’s accessibility-specific actions plug into.
• Content Moderation Policy — standards and appeals procedure for listing takedowns, including suppressions triggered by accessibility non-compliance.
• Trust and Safety Policy — coordinated-abuse, harassment, and accessibility-discrimination handling.
• Seller Performance Standards Policy — how accessibility violations factor into seller performance metrics, listing visibility, and Buy Box eligibility.

Sellers facing accessibility-related enforcement may appeal under the same procedure as any other policy enforcement (see AUP §16) and may also request reasonable accommodations during the appeal where a seller’s own disability affects their ability to comply with a deadline.

11. Reporting & Feedback

Accessibility Feedback

• Users who encounter accessibility barriers on the Upmos Marketplace can report issues through the Accessibility Feedback link in the site footer, available on every page
• Reports can also be submitted via email to accessibility@upmos.com
• Upmos responds to accessibility reports within 5 business days and provides remediation timelines

Seller Accessibility Reports

• Sellers receive a monthly Accessibility Score in the Bloom Dashboard, reflecting the accessibility quality of their listings
• The score evaluates: alt text coverage, contrast compliance, heading structure, and link quality
• Sellers scoring 90%+ receive an Accessibility Champion badge on their storefront

Specialized Reporting Channels

Use the dedicated channel for your concern:

• Accessibility barrier or accommodation request: accessibility@upmos.com (initial response within 2 business days; substantive response within 5).
• Persistent or systemic non-compliance / failure to remediate: Whistleblower & Confidential Reporting Policy — anti-retaliation protections apply.
• Disability-targeted harassment or hate speech on the platform: Trust and Safety Policy + Community Guidelines.
• Inaccessible Vendor listing: Use the in-platform Report Listing action; backend routes to the Content Moderation team for review per the Content Moderation Policy.
• Legal demand or formal complaint: legal@upmos.com.

Public Accessibility Report

Quarterly accessibility-conformance metrics, remediation progress, and feedback-resolution data are published in the Marketplace Transparency Report. The report does not identify individual complainants.

12. Contact Information

Accessibility Team

• Accessibility Inquiries: accessibility@upmos.com
• Vendor Support: vendors@upmos.com
• Phone: 1-855-MERCHED (1-855-637-2433)

Related Documents

• Marketplace Participation Agreement (MPA)
• Service Level Agreement (SLA)
• Acceptable Use Policy (AUP)
• ESG & Sustainability Policy

Department Directory

Mailing Address

Synopsis — Key Accessibility Commitments

• ✅ WCAG 2.2 Level AA: Platform-wide accessibility target for the Upmos Marketplace
• ✅ Alt Text Required: All product images must include descriptive alternative text
• ✅ 4.5:1 Contrast Ratio: Minimum contrast for text-based product information
• ✅ Closed Captions: Required for all product videos
• ✅ Keyboard Navigable: All interactive elements must work with keyboard-only input
• ✅ AI Alt Text Generator: Free tool to help sellers create image descriptions
• ✅ Accessibility Checker: Built-in validation tool in the listing editor
• ✅ Education First: Progressive enforcement focused on improvement, not punishment