Businesses (Title III)


Our store's policy requires customers to wear face masks. I recently had a customer who said they have a disability and therefore can’t wear a mask. I am concerned about the safety of our staff and other customers. What should I do?


Because COVID-19 is a pandemic that puts customers’ and employees’ health at risk, businesses can follow Centers for Disease Control (CDC) and other public health authority guidance. As of the writing of this question September 2020, the CDC suggests face coverings or 6-feet of distance between people. If a customer can’t wear a mask, management should consider whether 6-feet distance can be maintained including during nonpeak times. If 6-feet can be maintained, the customer should be allowed to shop without a mask. If 6-feet can’t be maintained and a customer with a disability can’t wear a mask, management should consider other reasonable modifications such as curbside pickup, online orders, or different types of face coverings. In rare instances, there may not be a reasonable modification that would allow a customer to participate in a safe manner without a mask. Businesses that provide hands on services may not be able to serve customers who cannot wear masks at this time, but business owners need to monitor updates to the CDC guidance.