Texas Service Animal Policy & Staff Training Guide
Compliant with the Federal Americans with Disabilities Act (ADA)
& Texas Human Resources Code Sec. 121.003
1. Core Public Access Policy
This establishment welcomes individuals with disabilities who are accompanied by a fully trained Service Dog or a Service Dog in Training (SDIT).
In accordance with federal and Texas state law, these animals are permitted access to all areas of the premises where the general public is normally allowed to go.
2. What Qualifies as a Service Animal?
Click each tab to see definitions defined by the State of Texas
A dog that has been individually trained to do work or perform tasks
for a person with a physical, sensory, psychiatric, intellectual,
or other mental disability.
3. Frontline Staff Protocol: The Two Allowed Questions
If a guest arrives with an animal, and the need for the animal is not obvious, staff may ask ONLY the following two questions:
1. "Is the animal required because of a disability?" (Or "Is the animal being trained for a disability?")
2. "What work or task has the animal been trained (or is being trained) to perform?"
CRITICAL COMPLIANCE RULES FOR STAFF:
• NEVER ask about the nature or severity of the customer's disability.
• NEVER demand to see paperwork, registration certificates, ID cards, or a special vest.
• NEVER force the handler or dog to demonstrate the trained task.
4. Legal Grounds for Refusing Entry or Requesting Removal
Staff may ask a handler to remove a service dog or SDIT from the premises ONLY if one of the following specific situations occurs:
Reason for Removal
Specific Criteria Required for Staff Action
Out of Control
The dog is actively barking repeatedly, growling, snapping,
biting, lunging, or wandering away from its handler, and the
handler fails to take immediate, effective corrective action.
Not Housebroken
The animal urinates or defecates anywhere inside the building.
Direct Threat
The dog's specific, demonstrable behavior poses a clear danger
to the health, safety, or well-being of employee staff or other
customers.
5. Texas Law Legal Disclaimers & Penalties
• Fine for Business Non-Compliance: Intentionally or unjustifiably denying access to a legitimate service dog or SDIT
is a misdemeanor offense in Texas, punishable by a fine of up to $300 and 30 hours of community service.
• Protection Against Fraud: Texas law makes it a misdemeanor to fraudulently represent an animal as a service animal
or SDIT. Violators face a fine of up to $1,000 and 30 hours of community service.
6. Staff De-escalation & Resolution ScriptsThis is a title
Scenario A (Customer presents an online 'certificate'): "Thank you for showing me this. Just so you know, our business follows Texas state laws,
which focus on the dog's trained task rather than paperwork. Could you let me know what task your dog is trained to perform?"
Scenario B (The dog is misbehaving/barking): "We welcome service animals, but your dog is currently barking and disrupting other guests.
If the behavior cannot be controlled, I will have to ask you to step outside with the dog. However, we will gladly help you complete
your transaction without the dog inside."